User Manual

Data sheet
Page 20
Failure rates on these components are constantly monitored, and HPE
reserves the right to cancel this service with 30 days' notice if HPE
reasonably believes that the Customer is overusing the defective
media retention or comprehensive defective material retention service
feature option (such as when replacement of defective data retentive
components materially exceeds the standard failure rates for the
system involved).
Service prerequisites
For call-to-repair time commitment or onsite response times of less
than 4 hours, an upfront audit may be required by Hewlett Packard
Enterprise. It will take 30 days from the time this service is purchased
to set up and perform the audits and processes that must be
completed before the hardware call-to-repair time commitment can be
put in effect. The hardware call-to-repair time commitment or onsite
response times of less than 4 hours will not take effect until five
business days after the audit has been completed. Until such time,
service will be delivered at a 4-hour onsite response time service level
for the covered hardware.
For hardware onsite response time options, Hewlett Packard Enterprise
strongly recommends that the Customer install and operate the
appropriate HPE remote support solution, with a secure connection to
HPE, in order to enable the delivery of the service.
For hardware call-to-repair time commitments, Hewlett Packard
Enterprise requires that the Customer install and operate the
appropriate remote support solution, with a secure connection to HPE,
in order to enable the delivery of the service. Please contact a local
Hewlett Packard Enterprise representative for further details on
requirements, specifications, and exclusions. If the Customer does not
deploy the appropriate remote support solution, HPE may not be able
to provide the service as defined and is not obligated to do so.
Additional charges will be applied for the manual collection of system
information for proactive analysis activities.
Hewlett Packard Enterprise will acknowledge a call by logging a case,
communicating the case ID to the Customer, and confirming the
Customer’s incident severity and time requirements for
commencement of remedial action. Note: For events received via the
electronic remote support solutions, HPE is required to contact the
Customer, determine the incident severity with the Customer, and
arrange access to the system before the hardware call-to-repair time or
hardware onsite response time period can start. Incident severity levels
are defined in "General provisions".
To be eligible to purchase this service, the Customer must be properly
licensed to use the revision of the software product that is current at
the beginning of the Support Agreement period; otherwise, an
additional charge may be applied to bring the Customer into service
eligibility.
For the optional Enhancement for SAP service, Hewlett Packard
Enterprise requires that the Customer install and operate the
appropriate remote support solution, with a secure connection to HPE,
in order to enable the delivery of this option.
Customer responsibilities
The Customer will identify a focal point and an internal Customer team
to work collaboratively with the Hewlett Packard Enterprise account
team in the development, implementation, and ongoing review of the
account support plan.
The call-to-repair time commitment is subject to the Customer
providing immediate and unrestricted access to the system, as
requested by Hewlett Packard Enterprise. The call-to-repair time
commitment does not apply when system access, including physical,
remote troubleshooting, and hardware diagnostic assessments, is
delayed or denied. If the Customer requests scheduled service, the
call-to-repair time period begins at the agreed-upon scheduled time.
Upon Hewlett Packard Enterprise request, the Customer will be
required to support HPE's remote problem resolution efforts. The
Customer will:
•
Start self-tests and install and run other diagnostic tools and
programs
•
Install customer-installable firmware updates and patches
•
Provide all information necessary for Hewlett Packard Enterprise to
deliver timely and professional remote support and to enable HPE to
determine the level of support eligibility
•
Perform other reasonable activities to help Hewlett Packard
Enterprise identify or resolve problems, as requested by HPE
For HPE Proactive 24, Hewlett Packard Enterprise strongly
recommends that the Customer install the appropriate remote support
solution, with a secure connection to HPE, and to provide all necessary
resources in accordance with the remote support solution release
notes, in order to enable the delivery of the service and options. When
a remote support solution is installed, the Customer must also maintain
the contact details configured in the remote support solution that HPE
will use in responding to a device failure. Please contact a local Hewlett
Packard Enterprise representative for further details on requirements,
specifications, and exclusions.
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.