Services and Support

HPE 3PAR Replication Software Suite Installation and Startup Service provides a limited implementation of the HPE 3PAR Remote Copy, Virtual Copy, and Peer Persistence components of HPE 3PAR Replication Software Suite. HPE 3PAR Replication Software Suite is designed to provide enhanced availability and disaster recovery protection.

To help ensure a timely, cost-effective deployment that can help you to reduce risk and shorten your time to results, Hewlett Packard Enterprise service professionals efficiently handle your implementation tasks.

The service, which provides installation and startup for the HPE 3PAR Remote Copy, Virtual Copy, and Peer Persistence functionality of HPE
3PAR Replication Software Suite in your storage environment, is designed to help you get HPE 3PAR Replication Software Suite up and running quickly and to provide a demonstration of the product’s key features using sample or test data only.

Designed to provide a smooth startup, HPE 3PAR and HPE Primera Software Installation and Startup Service provides deployment of your HPE 3PAR 8000, 9000, and 20000 and HPE Primera storage software, helping to ensure proper installation in your storage environment as well as helping you increase the benefit from your storage investment.

Complementing your new HPE 3PAR and HPE Primera storage software, HPE 3PAR and HPE Primera Software Installation and Startup Service provides the necessary activities required to help you deploy your licensed HPE 3PAR and HPE Primera software products into operation. With the assistance of your designated IT storage administrator, an HPE service specialist deploys your HPE 3PAR and
HPE Primera software as more fully described in the Service features table.

This service is applicable only for supported environments. Scripting is not within the scope of the service, but can be accommodated at additional cost (scripting can help enable integration and end-to-end automation within your organization’s environment). Please refer to additional exclusions in the Service limitations section.

HPE StoreEasy 1000/3000 Network Storage Solution Installation and Startup Service provides the necessary activities required to deploy the HPE StoreEasy 1000/3000 Network Storage Solution into your storage environment.

With the assistance of your designated IT storage administrator and using Hewlett Packard Enterprise best practices, a Hewlett Packard Enterprise service specialist will help plan, design, and deploy your HPE StoreEasy 1000/3000 Network Storage Solution. The Hewlett Packard Enterprise service specialist will also perform HPE installation verification tests and provide pre-delivery planning and a brief Customer orientation session.

For a smooth startup, HPE StoreOnce Recovery Manager Central Software Installation and Startup Service provides deployment of your HPE StoreOnce Recovery Manager Central software, with features designed to both help ensure proper installation in your storage environment and increase the benefit from your storage investment.

Complementing your new HPE StoreOnce Recovery Manager Central storage software, HPE StoreOnce Recovery Manager Central Software
Installation and Startup Service provides a set of features associated with deployment of your licensed HPE StoreOnce Recovery Manager
Central software products into operation. With the assistance of your designated IT storage administrator, an HPE service specialist deploys
your HPE StoreOnce Recovery Manager Central software as more fully described in this document.

This is a one-day service and provides a limited implementation to help you get HPE Recovery Manager Central Software up and running quickly and to provide a demonstration of the product’s key features using sample or test data only.

This service is applicable only to supported environments. Scripting is not within the scope of the service, but can be accommodated at additional charge (scripting can help enable integration and end-to-end automation within your organization’s environment).

HPE 200 Series HC StoreVirtual for Microsoft® Cloud Platform System Standard Installation and Startup Service provides planning, service deployment, installation verification testing (IVT), and an orientation session to facilitate deployment of the features and functionality of an HPE Hyper Converged 200 Series StoreVirtual product

HPE Synergy Installation and Startup Services is comprised of four basic fixed-price, fixed-scope installation, and deployment services for your HPE Synergy 12000 Frame(s):

- HPE Synergy First Frame Installation and Startup Service provides installation and deployment service for your initial Synergy 12000 Frame and the initial HPE OneView Management Ring configuration.

- HPE Synergy Additional Frame Installation and Startup Service provides installation and deployment service for a single additional Synergy 12000 Frame in your environment; purchase additional instances of this service along with HPE Synergy First Frame.

HPE Synergy Grow Configuration Service provides installation and configuration of one HPE Synergy 12000 Frame to be added to an existing Synergy environment.

HPE Synergy Additional Management Ring Configuration Service provides installation of one HPE Synergy 12000 Frame and configuration of one additional HPE OneView Management Ring beyond the first.

For each new frame beyond the first, purchase HPE Synergy Additional Frame Installation and Startup Service.

For multiframe orders, the Additional Frame Installation and Startup Service must be purchased for each frame beyond the first and will be delivered by Hewlett Packard Enterprise at the same time as the First Frame Installation and Startup, Grow Configuration, or Additional Management Ring Configuration Service described above. This service should be ordered on a per-frame basis to add installation and deployment for any additional frames and associated modules in it to be added to the same HPE OneView Management Ring that is to be configured with the First Frame Installation and Startup, Grow Configuration, or Additional Management Ring Configuration 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.

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 Synergy Installation and Startup Services is comprised of four basic fixed-price, fixed-scope installation, and deployment services for your HPE Synergy 12000 Frame(s):

- HPE Synergy First Frame Installation and Startup Service provides installation and deployment service for your initial Synergy 12000 Frame and the initial HPE OneView Management Ring configuration.

- HPE Synergy Additional Frame Installation and Startup Service provides installation and deployment service for a single additional Synergy 12000 Frame in your environment; purchase additional instances of this service along with HPE Synergy First Frame.

HPE Synergy Grow Configuration Service provides installation and configuration of one HPE Synergy 12000 Frame to be added to an existing Synergy environment.

HPE Synergy Additional Management Ring Configuration Service provides installation of one HPE Synergy 12000 Frame and configuration of one additional HPE OneView Management Ring beyond the first.

For each new frame beyond the first, purchase HPE Synergy Additional Frame Installation and Startup Service.

For multiframe orders, the Additional Frame Installation and Startup Service must be purchased for each frame beyond the first and will be delivered by Hewlett Packard Enterprise at the same time as the First Frame Installation and Startup, Grow Configuration, or Additional Management Ring Configuration Service described above. This service should be ordered on a per-frame basis to add installation and deployment for any additional frames and associated modules in it to be added to the same HPE OneView Management Ring that is to be configured with the First Frame Installation and Startup, Grow Configuration, or Additional Management Ring Configuration Service.

HPE Tech Care Service is the operational support service for HPE hardware and software products (including on-premises and as-a-service versions). HPE Tech Care Service can help IT teams focus on moving the business forward by proactively searching for better ways to do things, as opposed to just focusing on reactive issues. 

HPE Tech Care Service enables direct access to product-specific specialists and provides general technical guidance to help Customers not only reduce risk but also find ways to do things more efficiently. HPE Tech Care Service Customers can access support through multiple channels that include telephone, a real-time chat facility, automated incident logging, and HPE moderated forums with defined response times. Customers gain access to expert technical resources with specialized knowledge in hardware and/or software within the context of the specific workload and can help the Customer avoid spending time answering triage or entitlement questions.

HPE Tech Care Service goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.

In addition to traditional technical support, HPE Tech Care Service includes access to the HPE service portal, an enhanced and personalized digital experience that provides actionable data about HPE products, service cases and support contracts covered under the HPE Tech Care Service. Customers can more easily manage their assets by recognizing the various products installed in the Customer’s environment and how these products interact with each other. New self-service tools allow Customers to perform certain activities without having to open a support incident, as well as providing a portal of curated knowledge resources. HPE Tech Care Service provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.