User Manual

Data sheet
Page 22
If the Customer does not comply with these Customer responsibilities,
Hewlett Packard Enterprise or a Hewlett Packard Enterprise
authorized service provider will not be obligated to deliver the services
as described.
General provisions/Other exclusions
Hardware support onsite response time and call-to-repair time
commitment, as well as software support remote response time, may
differ depending on incident severity. The Customer determines the
incident severity level.
Incident severity is defined as:
•
Severity 1—Critical Down: for example, production environment
down: production system or production application down/at severe
risk; data corruption/loss or risk; business severely affected; safety
issues
•
Severity 2—Critically Degraded: for example, production environment
severely impaired; production system or production application
interrupted/compromised; risk of reoccurrence; significant impact on
business
•
Severity 3—Normal: for example, non-production system (e.g. test
system) down or degraded; production system or production
application degraded with workaround in place; non-critical
functionality lost; limited impact on the business
•
Severity 4—Low: for example, no business or user impact
Ordering information
To obtain further information or to order HPE Proactive 24 Service,
contact a local Hewlett Packard Enterprise sales representative and
reference the following product numbers:
•
HPE support services: HPE Proactive 24 SVC HA111Ax or HPE
Proactive 24 wDMR SVC HG931Ax (x denotes the service length in
years: options are 1, 3, 4, or 5 years)
•
HPE Contractual services: HPE Proactive 24 SVC HA111AC
Service coverage requires the existence of a valid HPE Proactive 24
Environment module at all times.
To order the service with the comprehensive defective material
retention service feature, the defective media retention service feature
must also be ordered.
Please note, for HPE Proactive 24 SVC Contractual Service (HA111AC):
•
Optional hardware call-to-repair time commitments are selected in
lieu of hardware onsite response times. The Customer may not select
both an onsite response time and a call-to-repair time commitment
for the same hardware device.
•
Enhanced parts inventory management and upfront audit are
included with the hardware call-to-repair time commitments and may
not be sold separately.
For more information
For more information on Hewlett Packard Enterprise Support Services,
contact any of our worldwide sales offices or visit the following website:
www.hpe.com/services/support
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.