User Manual

Data sheet
Page 12
Table 3. Reactive features continued
Feature or service Delivery specifications
Default software reactive support features
Software product and
documentation
updates
As Hewlett Packard Enterprise releases updates to HPE software, the latest revisions of the software and reference manuals are made available to the
Customer. For selected third-party software, HPE will provide software updates as such updates are made available from the third party, or HPE may
provide instructions on how the Customer can obtain any software updates directly from the third party. A license key or access code, or instructions for
obtaining a license key or access code, will also be provided to the Customer when required to download, install, or run the latest software revision.
For most HPE software and selected HPE-supported third-party software, updates will be made available through the Software Updates and Licensing
portal via the HPE Support Center. The Software Updates and Licensing portal provides the Customer with electronic access to receive and proactively
manage software product and documentation updates.
For other HPE-supported third-party software, the Customer may be required to download updates directly from the vendor’s website.
License to use software
updates
The Customer receives the license to use software updates to HPE or HPE-supported third-party software for each system, socket, processor, processor
core, or end-user software license covered by this service, as allowed by the original Hewlett Packard Enterprise or original manufacturer software license
terms.
The license terms shall be as described in the HPE software licensing terms corresponding to the Customer's prerequisite underlying software license, or
in accordance with the current licensing terms of the third-party software manufacturer, if applicable, including any additional software licensing terms
that may accompany such software updates provided under this service.
Hewlett Packard
Enterprise
recommended
software and
documentation
updates method
For HPE or HPE-supported third-party software and documentation updates, the recommended delivery method will be determined by Hewlett Packard
Enterprise. The primary delivery method for software updates and documentation updates will be via download from the Software Updates and
Licensing portal or a third-party hosted website.
Additional core feature
for HPE Proactive 24
with Defective Media
Retention support
service
Please note this feature is available for HPE Proactive 24 with Defective Media Retention support services. It is not available for standard
HPE Proactive 24 support services.
Hardware reactive
support feature
Defective media
retention
For eligible products, this service feature allows the Customer to retain defective hard disk or solid state disk (SSD)/Flash Drive components that the
Customer does not want to relinquish due to sensitive data contained within the disk (“Disk or SSD/Flash Drive”) covered under this service. All Disk or
SSD/Flash Drives on a covered system must participate in the defective media retention.
Comprehensive
defective material
retention
In addition to defective media retention, this service feature option allows the Customer to retain additional components that have been designated by
Hewlett Packard Enterprise as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system
must participate in the comprehensive defective material retention. The components that can be retained under this service feature are outlined in the
document located at www.hpe.com/services/cdmr.
HPE Proactive 24
Contractual service
optional features
(eligible products only)
The following optional features are available for eligible products and are only available as part of HPE Proactive 24 Contractual service.
Optional features are available at an additional charge.
Optional hardware reactive support features
Hardware response
upgrade to 2-hour
onsite response
This upgrade changes the 4-hour hardware onsite response time to a 2-hour hardware onsite response time.
An Hewlett Packard Enterprise authorized representative will arrive at the Customer’s site within the contracted coverage window to begin hardware
maintenance service within 2 hours after the service request has been logged.
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.