User Manual

Data sheet
Page 13
Table 3. Reactive features continued
Feature or service Delivery specifications
Optional hardware reactive support features
Hardware call-to-repair
time commitment
A call-to-repair time commitment may be purchased for eligible products in lieu of an onsite response time for hardware support. For critical incidents
(severity 1 or 2) with covered hardware that cannot be resolved remotely, Hewlett Packard Enterprise will use commercially reasonable efforts to return
the covered hardware to operating condition within the specified call-to-repair time commitment. For noncritical incidents (severity 3 or 4), or at the
Customer’s request, HPE will work with the Customer to schedule an agreed-upon time for the remedial action to commence, and the call-to-repair time
commitment will then start at that time. Incident severity levels are defined in “General provisions.”
Call-to-repair time refers to the period of time that begins when the initial service request has been received and acknowledged by HPE, as specified in
“Service prerequisites.” Call-to-repair time ends with HPE's determination that the hardware is repaired, or when the reported service request is closed
with the explanation that HPE has determined it does not currently require onsite intervention.
Repair is considered complete upon HPE verification that the hardware malfunction has been corrected, that the hardware has been replaced or, for
eligible storage products, that access to the Customer's data has been restored. Verification may be accomplished by the completion of a power-on
self-test, standalone diagnostic, or visual verification of proper operation. At its sole discretion, HPE will determine the level of testing necessary to verify
that the hardware is repaired. At its sole discretion, HPE may temporarily or permanently replace the product in order to meet the repair time
commitment. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HPE.
Upfront audit Hewlett Packard Enterprise, at its sole discretion, may require an audit on the covered products. If such an audit is required, a Hewlett Packard Enterprise
authorized representative will contact the Customer, and the Customer will agree to arrange for an audit to be performed within the initial 30-day
timeframe. During the audit, key system configuration information is collected and an inventory of the covered products is performed. The information
gathered in the audit enables HPE to plan and maintain replacement part inventories at the appropriate level and location, and allows a Hewlett Packard
Enterprise resolution engineer to survey and troubleshoot possible future hardware incidents and complete the repair as quickly and efficiently as
possible. At the sole discretion of HPE, the audit may be performed onsite, via remote system access, via remote audit tools, or over the phone. If an audit
is required by HPE, the hardware call-to-repair time commitment will not take effect until five (5) business days after the audit has been completed.
In addition, HPE reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not
followed or the audit is not performed within the specified timeframe unless the delay is caused by HPE.
Enhanced parts
inventory management
To support Hewlett Packard Enterprise call-to-repair time commitments, an inventory of critical replacement parts is maintained for call-to-repair
Customers. This inventory is stored at an HPE-designated facility. These parts are managed to allow for increased inventory availability and are
accessible to Hewlett Packard Enterprise authorized representatives responding to eligible support requests.
Defective media
retention
For eligible products, the defective media retention service feature option allows the Customer to retain defective hard disk or eligible 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 eligible 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.
Optional software reactive support features
Software response
upgrade to 30-minute
response for critical
incidents
This upgrade provides 30-minute callback for critical software service requests (severity 1 and 2). This coverage is available for all selected coverage
windows.
Additional named
callers
Support for three named Customer callers is included with this service. The Customer can optionally purchase support for additional callers.
Software and
documentation
updates options
The Customer may decline the delivery or notification of new software updates when the Customer already has delivery or notification of new software
updates provided through an existing Support Agreement.
For certain products, the Customer may choose to have software and documentation updates delivered on physical media (typically CD or DVD). If the
media type selected is not available the updates will be delivered using the Hewlett Packard Enterprise recommended software and documentation
updates method.
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.