User Manual

Data sheet
Page 4
Service feature highlights continued
Table 3. Reactive features
Core features (available with HPE
Proactive 24 service and HPE Proactive
24 Contractual service)
Additional core feature available for
HPE Proactive 24 with Defective Media
Retention services
Optional features (available with HPE
Proactive 24 Contractual service
ONLY)
• Default service coverage window
(24x7)
• Flexible call submittal
• Escalation management
• Remote hardware and software
incident diagnosis and support
• HPE electronic remote support solution
• Assistance on non-HPE products
• Access to electronic support
information and services
• Default hardware reactive support
features:
– Onsite hardware support
– Default hardware support onsite
response time, 4-hour, 24x7
– Parts and material
– Work to completion
• Hardware reactive support feature:
– Defective media retention
– Comprehensive defective material
retention
• Optional hardware reactive support
features:
– Hardware response upgrade to
2-hour onsite response
– Hardware call-to-repair time
commitment
– Upfront audit (for call-to-repair
option only)
– Enhanced parts inventory
management (for call-to-repair
option only)
– Defective media retention
– Comprehensive defective material
retention
• Optional software reactive support
features:
– Software response upgrade to
30-minute remote response for
critical incidents
– Additional named callers
– Software and documentation
updates options
– Prior/Mature version support
Table 4. Service-level options (available with HPE Proactive 24 Contractual service only)
Coverage window Hardware reactive support options
• Default coverage window:
– 24 hours, seven days a week (24x7)
• Coverage window options:
– Standard business hours, standard
business days (9x5)
– 13 hours, standard business days
(13x5)
– 16 hours, standard business days
(16x5)
– 24 hours, standard business days
(24x5)
– Coverage extension for additional
hours
– Coverage extensions for additional
days
• Onsite response time for hardware
support
• Onsite response time for hardware
support options:
– 4-hour onsite response (default)
– 2-hour onsite response
• Hardware call-to-repair time
commitment
• Call-to-repair time commitment
options:
– 4-hour call-to-repair time
– 6-hour call-to-repair time
– 8-hour call-to-repair time
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.