Services and Support

Designed to provide a smooth startup, the HPE StoreVirtual 3000 System Installation, Startup, and Add-On Service provides deployment of your HPE StoreVirtual 3000 System, ensuring proper installation in your storage environment as it helps you increase the benefit from your storage investment.

The service provides activities required to help you deploy your HPE StoreVirtual 3000 System into operation. With the assistance of your designated IT storage administrator, a Hewlett Packard Enterprise service specialist deploys your storage product as more fully described in the ‘Service features’ table below.

When ordered with hardware upgrade products, this service also provides deployment of hardware upgrades to your existing HPE StoreVirtual 3000 System. The service includes the following:

• For new installations, configuration and presentation of a test virtual volume using non-production data for up to two hosts

• For storage hardware upgrades, installation and configuration of the upgrade products as further detailed below

Reconfiguration of your existing storage—for example, Virtual volumes, hosts, or a SAN—is outside the scope of this service. Please refer to additional exclusions in the ‘Service limitations’ section below.

HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software. Contact HPE for more information and determination regarding which eligible software products may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches. Updates for selected HPE-supported third-party software products are included
as they are made available from the original software manufacturer.

In addition, HPE Foundation Care provides electronic access to related product and support information, enabling any member of your IT staff to locate this commercially available essential information. For third-party products, access is subject to availability of information from the original manufacturer.

You can choose from a set of reactive support levels to meet your business and operational needs.

HPE Foundation Care service-level options

The HPE Foundation Care options noted below are product dependent. HPE will provide the hardware support features for covered hardware products and the software support features for covered software products.

Hardware support coverage windows and response times will apply to covered hardware products, and software support coverage windows and response times will apply to covered software products.

All coverage windows are subject to local availability. Product eligibility may vary. Contact a local HPE sales office for detailed information on service availability and product eligibility.

Regardless of your coverage window, incidents with covered hardware or software can be reported to HPE via telephone or web portal, as locally available, or as an automated equipment reporting event via the HPE electronic remote support solution 24 hours a day, 7 days a week.

For products covered by Foundation Care, HPE offers three distinct service levels:
• HPE Foundation Care NBD Service
• HPE Foundation Care 24x7 Service
• HPE Foundation Care CTR Service

HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software.

Contact HPE for more information and determination regarding which eligible software products may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches.

HPE Installation and Startup Service for HPE BladeSystem Infrastructure (OS only) and supported operating systems provide for the installation of an HPE BladeSystem c-Class enclosure, HPE ProLiant c-Class and Integrity server blades, storage blades, SAN switch blades, HPE Virtual Connect modules (Ethernet and Fibre Channel), Ethernet network interconnects, and InfiniBand, as well as the installation of one supported operating system type (Windows® or Linux®).

This fixed-price/fixed-deliverable service is designed for needs of the BladeSystem c-class infrastructure. For more advanced installation and configuration requirements, customized installation is available.

HPE Data Replication Solution Service for HPE 3PAR and HPE Primera Virtual Copy provides implementation of the HPE 3PAR or HPE Primera Storage System’s Virtual Copy product. This service provides the analysis, design, implementation, and testing services necessary to deploy HPE Virtual Copy functionality.

HPE Virtual Copy provides enhanced availability and disaster recovery protection. To help ensure a timely, cost-effective deployment that reduces risk and shortens your time to results, Hewlett Packard Enterprise service professionals efficiently handle the entire gamut of complex implementation tasks. The service is offered at three service levels, ranging from installation and startup through comprehensive implementation tailored to address the specific needs of your storage environment.

The Level I service is designed to help you get HPE Virtual Copy up and running quickly and to provide a demonstration of the product’s key features using sample or test data only.

The Level II service provides implementation and testing of the HPE Virtual Copy configuration using volumes you designate and verifies operation of the designated volumes with one application that you manage.

The Level III service is a tailored service based on a Statement of Work (SOW) created by Hewlett Packard Enterprise that addresses your organization’s unique requirements not addressed by Level I and II services. The Level III service can accommodate verification of more than one application you have configured; scripting; or integration and configuration by HPE of your applications, backup environment, or databases.

HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software.

Contact HPE for more information and determination regarding which eligible software products may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches.

Updates for selected HPE-supported third-party software products are included, as they are made available from the original software manufacturer.

In addition, HPE Foundation Care provides electronic access to related product and support information, enabling any member of your IT staff to locate this commercially available essential information. For third-party products, access is subject to availability of information from the original manufacturer.

You can choose from a set of reactive support levels to meet your business and operational needs.

HPE Foundation Care service-level options: The HPE Foundation Care options noted in the following are product dependent. HPE will provide the hardware support features for covered hardware products and the software support features for covered software products.

Hardware support coverage windows and response times will apply to covered hardware products, and software support coverage windows and response times will apply to covered software products.

All coverage windows are subject to local availability. Product eligibility may vary. Contact a local HPE sales office for detailed information on service availability and product eligibility.

Regardless of your coverage window, incidents with covered hardware or software can be reported to HPE via telephone or web portal, as locally available, or as an automated equipment reporting event via the HPE electronic remote support solution 24 hours a day, 7 days a week.

For products covered by Foundation Care, HPE offers three distinct service levels:
• HPE Foundation Care NBD Service
• HPE Foundation Care 24x7 Service
• HPE Foundation Care CTR Service

HPE StoreOnce single node Catalyst Startup Service provides implementation and verification of the backup and remote copy features of HPE StoreOnce Catalyst functionality.

This service provides a basis for the implementation of HPE StoreOnce Catalyst software, and the testing services necessary to deploy increased functionality to branch offices or move data between data centers on your HPE StoreOnce environment. HPE StoreOnce Catalyst software for HPE StoreOnce Backup allows clients to deduplicate data on media servers or backup servers before it is transferred to a centralized HPE StoreOnce Backup system.

The service is offered for one StoreOnce single-node appliance only, covering Catalyst, StoreOnce VSA, Cloud Bank Storage or StoreOnce VSA and VTL/NAS. The service is not offered as a standalone product and must be included with a StoreOnce single-node appliance, covering Catalyst, Cloud Bank Storage and StoreOnce VSA or StoreOnce VSA and VTL/NAS.

This Catalyst startup service provides setup of HPE StoreOnce Catalyst, and creates one Catalyst or Catalyst Cloud Bank Storage store on one StoreOnce single-node appliance, or up to five StoreOnce VTLs or up to five StoreOnce NAS shares. As part of this service, Hewlett Packard Enterprise will take you through the HPE StoreOnce Catalyst features, prepare your organization to architect and deploy the HPE StoreOnce Catalyst design into your production environment, and explain how you can build and enhance StoreOnce Catalyst stores.

HPE SAN Deployment Service provides installation and configuration of your storage area network (SAN). Hewlett Packard Enterprise offers three service levels based on the size and complexity of your SAN environment.

HPE SAN Deployment Service covers a comprehensive complement of technologies, including Fibre Channel (FC), Fibre Channel over Ethernet (FCoE), Fibre Channel over IP (FCIP), FICON (Fibre Channel for HPE XP Storage Array-based mainframe storage), and iSCSI or serial-attached SCSI (SAS), for switches and associated devices. This service implements a new single-fabric or dual-fabric SAN or extends an existing SAN but does not include configuration of arrays or storage devices that are covered by their own corresponding deployment services.

HPE StoreOnce single node System Installation and Startup Operational Service provides planning, service deployment, installation verification testing (IVT), and an orientation session to help you deploy the features and functionality of the HPE StoreOnce Systems in your network environment. This operational service covers the installation and configuration of the HPE StoreOnce 2xxx, 3xxx, 4xxx, 51xx, and 55xx Gen3 single node systems and the 36xx, 5200, 5250, and 5650 Gen4 single node systems.

HPE SimpliVity 380 Onsite Software Installation and Startup Service ensures the successful implementation of your HPE SimpliVity 380 hyperconverged infrastructure. Our on-site experts will install and configure your HPE SimpliVity 380 software to jumpstart your investment, support your IT staff, and accelerate time-to-value. This service provides planning, service deployment, installation verification testing (IVT), and an orientation session to facilitate deployment of the features and functionality of an HPE SimpliVity 380 product as more fully described in the Service features table.