User Manual

Data sheet
Page 10
Table 3. Reactive features continued
Feature or service Delivery specifications
HPE Proactive 24
Support Service and
HPE Proactive 24
Contractual service
features
The following features are available for HPE Proactive 24 Support Service, as well as HPE Proactive 24 Contractual service.
Remote hardware and
software incident
diagnosis and support
Once the Customer has placed a service request and Hewlett Packard Enterprise has acknowledged* the receipt of that request, HPE will work during
the coverage window to isolate the hardware or software incident and to remotely troubleshoot, remedy, and resolve the incident with the Customer.
Prior to any onsite assistance, HPE may initiate and perform remote diagnostics using electronic remote support solutions to access covered products, or
HPE may use other means available to facilitate remote incident resolution.
Incidents with covered hardware or software can be reported to HPE via telephone or Web portal, as locally available, or as an automated equipment
reporting event via the HPE electronic remote support solutions 24 hours a day, 7 days a week. HPE will acknowledge the receipt of the service request
by logging the call, assigning a case ID, and communicating that case ID to the Customer. HPE retains the right to determine the final resolution of all
reported incidents.
* Please see “Service prerequisites” for more detail.
HPE electronic remote
support solution
The HPE electronic remote support solution provides robust troubleshooting and repair capabilities and can include remote system access solutions. It
may also offer a convenient central point of administration and an enterprise view of open incidents and history. A Hewlett Packard Enterprise service
specialist will only use the remote system access with the Customer's prior written authorization as agreed in the account support plan. The remote
system access may enable the Hewlett Packard Enterprise service specialist to provide more efficient troubleshooting and faster incident resolution.
Assistance on non-HPE
products
If, during the course of incident resolution on supported products, it is determined that the problem lies with another vendor’s product, Hewlett Packard
Enterprise will where possible assist the Customer in forwarding the problem to that vendor, provided that the Customer has a valid support agreement
with the other vendor.
Access to electronic
support information
and services
As part of this service, Hewlett Packard Enterprise provides the Customer with access to certain commercially available electronic and Web-based tools.
The Customer has access to:
•
Certain capabilities made available to registered users with linked entitlements, such as downloading selected HPE software patches, subscribing to
hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other
registered users
•
Expanded Web-based searches of technical support documents to facilitate faster problem solving
•
Certain HPE proprietary service diagnostic tools with password access
•
A Web-based tool for submitting questions directly to HPE; the tool helps to resolve problems quickly with a pre-qualification process that routes the
support or service request to the resource qualified to answer the question; it also allows the status of each support or service request submitted to be
viewed, including cases submitted by telephone
•
HPE and third-party hosted knowledge databases for certain third-party products, where Customers can search for and retrieve product information,
find answers to support questions, participate in support forums, and download software updates; this service may be limited by third-party access
restrictions
•
The Software Updates and Licensing portal, which provides the Customer with electronic access to receive, proactively manage, and plan for software
product updates; access to the portal is through the HPE Support Center
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.