User Manual

Data sheet
Page 14
Table 3. Reactive features continued
Feature or service Delivery specifications
Optional software reactive support features
Prior/Mature version
support
Support for prior versions and mature software products (mature software products are those for which no further versions will be released) is available
as two optional service offerings to address specific Customer needs:
–
Prior/Mature version support with sustaining engineering includes escalation to engineering so that fixes or workarounds to newly discovered
problems can be developed if HPE decides that such fixes or workarounds are necessary.
–
Prior/Mature version support without sustaining engineering does not include escalations to engineering, a service that may be needed if there is
no existing patch or workaround to resolve a problem.
For more detailed information about the products and product versions for which prior/mature version support is available, please contact your local
Hewlett Packard Enterprise sales representative.
Table 4. Service-level options (available with HPE Proactive 24 Contractual service only)
Service-level option Delivery specifications
Service-level options
availability
Not all service-level options are available on all products. The service-level options the Customer has chosen will be specified in the Customer's contract
documentation.
Coverage window The coverage window specifies the time during which the described services are delivered onsite or remotely. Calls received outside this coverage
window will be logged at the time the call is placed to Hewlett Packard Enterprise, but will not be acknowledged as described in 'General provisions' until
the next day for which the Customer has a coverage window. Coverage window options available for eligible products are specified in the Service-level
options table. All coverage windows are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on
service availability.
Default coverage
window:
24 hours, seven days a
week (24x7)
Service is available 24 hours per day, Monday through Sunday including HPE holidays.
Coverage window options
Standard business
hours, standard
business days (9x5)
9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HPE holidays
13 hours, standard
business days (13x5)
13 hours per day between 8:00 a.m. and 9:00 p.m. local time, Monday through Friday excluding HPE holidays
16 hours, standard
business days (16x5)
16 hours per day between 8:00 a.m. and 12:00 a.m. local time, Monday through Friday excluding HPE holidays
24 hours, standard
business days
24 hours per day, Monday through Friday excluding HPE holidays
Coverage extension for
additional hours
The coverage window is extended to define custom coverage hours that include additional individual hours before or after the selected coverage
window.
Coverage extensions
for additional days
The coverage window is extended by applying the selected coverage hours to additional days of the week, including the following:
•
Saturdays, excluding HPE holidays
•
Sundays (requires Saturday and holiday coverage)
•
HPE holidays, should these fall on a weekday that would otherwise be included in the selected coverage window
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.