User Manual

Data sheet
Page 18
Information highlighted in the following sections covers all
features available with both HPE Proactive 24 Support Services
and HPE Proactive 24 Contractual service. Please refer to
specification Tables 3, 4, and 5 for more detail on additional
features available only as part of HPE Proactive 24 Contractual
service.
Service limitations
Services provided within the scope of one support contract are
restricted to the IT environment under the direct day-to-day
management of one IT manager, in one country. Unless otherwise
specified or arranged, proactive and consultative services are
performed during standard HPE business hours. Delivery of specific
features on technologies in the Customer’s environment (servers,
storage, SAN, and networks) is dependent on prior purchase of the
appropriate technology service module(s).
This service is available for selected servers, software, storage devices,
storage arrays, networks, and storage area networks only. Features of
this service may differ, or be limited, based on specific devices or
software. Please check with a Hewlett Packard Enterprise sales office
for specific limitations or local availability.
The Hewlett Packard Enterprise account team will provide the required
proactive deliverables during HPE standard business hours, standard
business days, either remotely or onsite, at the discretion of HPE.
Delivery of proactive support outside Hewlett Packard Enterprise
standard business hours, standard business days can be purchased
separately and is subject to local availability.
Hewlett Packard Enterprise retains the right to determine the final
resolution of all reported incidents.
The scope of optional HPE Fundamental ITSM Improvement Service
does not include any remedial activity, configuration changes,
specialized system configuration analysis, or patch or firmware analysis.
Hewlett Packard Enterprise does not act in the capacity of or take on
the responsibility of an insurer of security, and states that no security
provides absolute protection. While these services represent HPE’s
efforts at security, rendered in accordance with industry best practices,
no security can provide guaranteed protection.
The following activities are excluded from HPE Proactive 24:
•
Troubleshooting for interconnectivity or compatibility problems
•
Services required due to failure of the Customer to incorporate any
system fix, repair, patch, or modification provided to the Customer by
Hewlett Packard Enterprise
•
Services required due to failure of the Customer to take avoidance
action previously advised by Hewlett Packard Enterprise
•
Services that, in the opinion of Hewlett Packard Enterprise, are
required due to unauthorized attempts by non-HPE personnel to
install, repair, maintain, or modify hardware, firmware, or software
•
Operational testing of applications, or additional tests requested or
required by the Customer
•
Backup and recovery of the operating system, other software, and
data
•
Services that, in Hewlett Packard Enterprise's opinion, are required
due to improper treatment or use of the products or equipment
Hardware onsite support
At the discretion of Hewlett Packard Enterprise, service will be
provided using a combination of remote diagnosis and support,
services delivered onsite, and other service delivery methods. Other
service delivery methods may include the delivery via a courier of
customer-replaceable parts such as a keyboard, a mouse, certain hard
disk drives, and other parts classified by HPE as Customer Self Repair
(CSR) parts, or an entire replacement product. HPE will determine the
appropriate delivery method required to provide effective and timely
Customer support.
An onsite response time will not apply if the service can be delivered
using remote diagnosis, remote support, or other service delivery
methods described earlier.
In the event that only a customer-replaceable part is required to return
the system to operating condition, the onsite response time, if any,
shall not apply. In those cases Hewlett Packard Enterprise intends to
ship the Customer Self Repair part or a replacement unit to the
Customer location using the fastest locally available commercial carrier
option.
Hardware call-to-repair commitment
It will take 30 days from the time this service is purchased to set up
and perform the audits and processes that must be completed before
the hardware call-to-repair time commitment can be put in effect.
During this initial 30-day period and for up to 5 additional business
days after the audit is completed, Hewlett Packard Enterprise will
provide service with a 4-hour onsite response time.
Hardware call-to-repair time options are specified in the service-level
options table. All call-to-repair times are subject to local availability.
Contact a local Hewlett Packard Enterprise sales office for detailed
information on availability.
The hardware repair time commitment may vary for specific products.
This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett
Packard Enterprise.