User Manual

Data sheet
Page 16
Table 4. Service-level options (available with HPE Proactive 24 Contractual service only) continued
Service-level option Delivery specifications
Hardware reactive support options
8-hour call-to-repair
time
Hewlett Packard Enterprise will use commercially reasonable efforts to return the covered hardware to operating condition within 8 hours, after the
service request has been acknowledged and logged by HPE, if this time falls within the coverage window.
Travel zones—
hardware call-to-repair
time commitment
A hardware call-to-repair time commitment is available for sites located within 50 miles (80 km) of a HPE designated support hub. For sites that are
located within 51 to 100 miles (81 to 160 km) of a HPE designated support hub, an adjusted hardware call-to-repair time commitment applies, as shown
in the table below.
Travel zones may vary in some geographic locations.
Please note that the call-to-repair time commitment is not available for sites located more than 100 miles (160 km) from a HPE designated support hub.
Distance from HPE designated
support hub
4-hour hardware call-to-repair 6-hour hardware call-to-repair 8-hour hardware call-to-repair
0–50 miles (0–80 km) 4 hours 6 hours 8 hours
51–100 miles (81–160 km) 6 hours 8 hours 10 hours
Greater than 100 miles (160+ km) Not available Not available Not available
Table 5. Optional enhancements (available with both HPE Proactive 24 Support Services and
HPE Proactive 24 Contractual service, unless otherwise noted)
Feature or service Delivery specifications
Note Please note that the delivery of some of these features within specific technology areas (servers, storage, SAN, network) of the Customer’s IT
environment is dependent on PRIOR purchase of the appropriate technology service module(s). Please refer to "Service prerequisites" for more detail.
Enhancement for SAP
(server)
Systems running SAP are critical to business operations. To assist the Customer in making the SAP infrastructure meet its operational and technical
goals, HPE Proactive 24 enhancement for SAP provides optional proactive support and integrated problem resolution between Hewlett Packard
Enterprise and SAP. Enhancement for SAP deliverables are:
•
Semi-annual operating system patch assistance, which includes coordination analysis with SAP products, taking into account the specific combination
of OS, database, and SAP components
•
Quarterly performance trend analysis, reports, and recommendations
•
Annual capacity planning
•
SAP-focused operational and technical advice
HPE remote support technologies act as a platform for enhanced collaboration by providing an operations bridge into the SAP Solution Manager
(SoLMan) at customer site for automated incident synchronization. Customers who use SAP SoLMan Service Desk can integrate with HPE remote
support technologies for seamless incident management of the entire SAP landscape. If a problem should occur, HPE and SAP support processes are
linked to provide fast and integrated problem resolution. HPE SAP customer support teams are comprised of ASMs who are SAP trained and certified
SAP technical consultants, enabling them to better understand interactions between HPE and SAP and to prevent and solve SAP-related problems
effectively.
HPE fundamental ITSM
improvement service
(environment)
This optional service is initiated with an ITSM assessment to identify potential risks in the areas of service support, service delivery, and technology
management. This assessment is used to create a service improvement plan, which is used to help address and mitigate the risks identified during the
ITSM assessment. During the term of the service, Hewlett Packard Enterprise also provides ongoing advice and assistance for the Customer to help meet
the objectives outlined in the service improvement plan.
Open SAN
environment support
(SAN)*
Hewlett Packard Enterprise provides a single point of contact for reactive and proactive support for many open (multivendor) SAN infrastructures. HPE
will troubleshoot and perform fault isolation for the Customer's multivendor SAN infrastructure and manage problem resolution. In addition, HPE will
incorporate the multivendor SAN infrastructure devices in the Customer's account support plan, support reviews, and activity reviews.
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.