User Manual

Data sheet
Page 15
Table 4. Service-level options (available with HPE Proactive 24 Contractual service only) continued
Service-level option Delivery specifications
Hardware reactive support options
Onsite response time
for hardware support
For incidents with covered hardware that cannot be resolved remotely, Hewlett Packard Enterprise will use commercially reasonable efforts to respond
onsite within a specified time period.
Onsite response time specifies the period of time that begins when the initial service request has been received and acknowledged* by HPE. The onsite
response time ends when the Hewlett Packard Enterprise authorized representative arrives at the Customer's site, or when the reported event is closed
with explanation that HPE has determined it does not currently require an onsite intervention.
Response times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.
Response time options available for eligible products are specified in the service-level options table. All response times are subject to local availability.
Contact a local Hewlett Packard Enterprise sales office for detailed information on service availability.
* Please see "Service prerequisites" for more detail.
Onsite response-time
for hardware support
options:
4-hour onsite response
(default)
The default onsite response time for hardware support is 4 hours for HPE Proactive 24 Service.
A Hewlett Packard Enterprise authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance
service within 4 hours after the service request has been acknowledged and logged by HPE.
2-hour onsite response Onsite response within 2 hours
Travel zones—onsite
hardware response
All onsite hardware response times apply only to sites located within 25 miles (40 km) of an HPE designated support hub. Travel to sites located within
200 miles (320 km) of an HPE designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the
HPE designated support hub, there will be an additional travel charge.
Travel zones and charges may vary in some geographic locations.
Response times to sites located more than 25 miles (40 km) from an HPE designated support hub will have the modified response times for extended
travel, as noted in the table below:
Distance from HPE designated support hub 2-hour onsite hardware response time 4-hour onsite hardware response time
0–25 miles (0–40 km) 2 hours 4 hours
26–50 miles (41–80 km) Established at time of order and subject to
availability
4 hours
51–100 miles (81–160 km) Not available 4 hours
101–200 miles (161–320 km) Not available 8 hours
Greater than 200 miles (320+ km) Not available Established at time of order and subject to
availability
Hardware call-to-repair
time commitment
A hardware call-to-repair time commitment may be selected for eligible products in lieu of an onsite hardware response time. For incidents with covered
hardware, a Hewlett Packard Enterprise authorized representative will arrive at the Customer's site to begin hardware maintenance service, after the
service request has been acknowledged and logged by HPE, as specified in "Service Prerequisites".
Hardware call-to-repair
time commitment
options:
4-hour call-to-repair
time
Hewlett Packard Enterprise will use commercially reasonable efforts to return the covered hardware to operating condition within 4 hours, after the
service request has been acknowledged and logged by HPE, if this time falls within the coverage window.
6-hour call-to-repair
time
Hewlett Packard Enterprise will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours, after the
service request has been acknowledged and logged by HPE, if this time falls within the 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.