User Manual

Data sheet
Page 19
A call-to-repair time commitment does not apply when the Customer
chooses to have Hewlett Packard Enterprise prolong diagnosis rather
than execute recommended server recovery procedures.
If the Customer requests scheduled service, the repair timeframe
begins from the agreed-upon scheduled time.
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 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 and meet the call-to-repair time commitment, if applicable.
In the event that only a customer-replaceable part is required to return
the system to operating condition, the call-to-repair time commitment,
if any, shall not apply. In those cases Hewlett Packard Enterprise
intends to ship Customer Self Repair parts that are critical to the
product operation to the Customer location using the fastest locally
available commercial carrier option.
Hewlett Packard Enterprise reserves the right to modify the
call-to-repair time commitment as it applies to the Customer's specific
product configuration, location, and environment. This is established at
the time of the support agreement order and is subject to resource
availability.
The following activities or situations will suspend the call-to-repair time
calculation (if applicable) until they are completed or resolved:
•
Any Customer or third-party action or inaction impacting the repair
process
•
Any automated or manual recovery processes triggered by a
hardware malfunction, such as disk mechanism rebuild, sparing
procedures, or data integrity protection measures
•
Any other activities not specific to the hardware repair but which are
required to verify that the hardware malfunction has been corrected,
such as rebooting the operating system
•
Time for disk mechanism rebuild or sparing procedures
•
Any restoration/recovery of compromised data
•
Situations where a logical unit number (LUN) may be blocked to
preserve data integrity
•
Any period of non-availability not directly caused by the hardware
fault
Open SAN environment support and Open network environment
support
The following include, but are not limited to, exclusions from Hewlett
Packard Enterprise Open SAN environment support and Open network
environment support:
•
Establishment of a contract between the third-party vendor and
Customer
•
Service-level agreement establishment or performance of the
third-party vendor’s products or services
•
Resolution of third-party product changes; repair as required to
restore solution to original operable state
•
Subcontracting to a third-party vendor and billing the vendor on the
Customer’s behalf
Hewlett Packard Enterprise will not be able to contact a third-party
vendor on the Customer’s behalf unless the Customer has appointed
HPE as a special agent.
Software
For all the servers that are included in the HPE Proactive 24
environment, if the Customer has not purchased the operating system
license and the related reactive support from a third party, then
software support must be purchased for each license and/or device
that is covered under this service.
Software updates are not available for all software products. When this
service feature is not available, it will not be included in this service.
For some products, software updates include only minor improved
features. New software versions must be purchased separately.
Limitations to the defective media retention and comprehensive
defective material retention service feature options
The defective media retention and comprehensive defective material
retention service feature options apply only to eligible data retentive
components replaced by Hewlett Packard Enterprise due to
malfunction. They do not apply to any exchange of data retentive
components that have not failed.
Data retentive components that are specified by HPE as consumable
parts and/or have reached the maximum supported lifetime and/or the
maximum usage limit as set forth in the manufacturer's operating
manual, the product QuickSpecs, or the technical data sheet are not
covered by this service.
Defective media retention service and comprehensive defective
material retention service coverage for options designated by HPE as
requiring separate coverage, if available, must be configured and
purchased separately.
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.