User Manual

Data sheet
Page 9
Table 2. Proactive features continued
Feature or service Delivery specifications
Optional features Optional features are available at an additional charge.
Technology-specific
services extensions
In many Customers’ IT environments, multiple numbers of hardware and software products require proactive attention and inclusion in the overall IT
planning. Hewlett Packard Enterprise provides the proactive features described in the above core technology services modules for the first device of
each technology type. Each additional device is called an extension. The technology-specific services extensions, described below, are designed to
provide a consistent proactive experience across the additional hardware and software products included in such environments.
Purchase of the technology-specific services extensions requires prior purchase of the associated core technology service module, as noted in
parentheses below.
Proactive server
services extension
(server)
This extension incorporates an additional server into the account support plan, semi-annual support planning and reviews, quarterly support activity
reviews, and semi-annual patch analysis and management for one OS instance on the server.
Proactive operating
system services
extension (server)
This extension incorporates an additional operating system or hypervisor type into the account support plan, semi-annual support planning and reviews,
quarterly support activity reviews, annual system health check*, and semi-annual patch analysis and management.
*Note: System Health Check may not be available for some versions of operating systems. In those instances, Account Team time or additional Service
Credits will be offered. For further information please work with your Account Support Manager.
Proactive storage
services extension
(storage)
This extension incorporates an additional storage device into the account support plan, semi-annual support planning and reviews, quarterly support
activity reviews, semi-annual storage firmware and software analysis and management, and the annual storage high-availability evaluation.
Proactive SAN services
extension (SAN)
This extension incorporates additional SAN devices into the account support plan, semi-annual support planning and reviews, quarterly support activity
reviews, semi-annual SAN firmware and software analysis and management, and the SAN supportability assessment.
Proactive network
services extension
(network)
This extension incorporates additional network devices into the account support plan, semi-annual support planning and reviews, quarterly support
activity reviews, periodic network firmware and software analysis and management and critical incident notification, and the annual network asset report.
Table 3. Reactive features
Feature or service Delivery specifications
HPE Proactive 24
Support Service and
HPE Proactive 24
Contractual service
features
The following features are available for HPE Proactive 24 Support Service, as well as HPE Proactive 24 Contractual service.
Default service
coverage window
(24x7)
The coverage window specifies the time during which the described reactive services are delivered onsite or remotely. The default coverage window for
HPE Proactive 24 service is 24 hours a day, Monday through Sunday including HPE holidays.
Flexible call submittal Incidents with covered Hewlett Packard Enterprise hardware, Hewlett Packard Enterprise software, or Hewlett Packard Enterprise software updates can
be reported to the HPE Solution Center via telephone, Internet, e-mail, or fax, where locally available. HPE will acknowledge receipt of the service request
but retains the right to determine the final resolution of all reported incidents. Based on Customer preferences, responses may be delivered via
telephone, Internet, e-mail, or fax, where locally available. Onsite response times for hardware service requests submitted electronically may vary.
Escalation
management
Hewlett Packard Enterprise has established formal escalation procedures to facilitate the resolution of complex incidents. Local Hewlett Packard
Enterprise management coordinates incident escalation, enlisting the skills of appropriate HPE resources and/or selected third parties to assist with
problem solving.
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.