Services and Support

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.

HPE Applied Network Consulting and Integration Service provides flexible Aruba Mobile First and HPE Cloud First network consulting and integration assistance that is designed to help meet your network and mobility connectivity needs. When you purchase this service, one or more HPE network technology specialists will be assigned to your organization, at HPE’s discretion, for a predetermined period of time to assist your organization with mutually agreed-upon network and mobility-related consulting and integration activities that are managed and directed by you. You have the flexibility to choose from a variety of service activities, ranging from advanced Aruba and HPE product configuration and project management to multi-vendor network integration and interoperability testing, and assistance with the configuration of advanced network technologies.

HPE Applied Network Consulting and Integration Service provides flexible Aruba Mobile First and HPE Cloud First network consulting and integration assistance that is designed to help meet your network and mobility connectivity needs. When you purchase this service, one or more HPE network technology specialists will be assigned to your organization, at HPE’s discretion, for a predetermined period of time to assist your organization with mutually agreed-upon network and mobility-related consulting and integration activities that are managed and directed by you. You have the flexibility to choose from a variety of service activities, ranging from advanced Aruba and HPE product configuration and project management to multi-vendor network integration and interoperability testing, and assistance with the configuration of advanced network technologies.

HPE Applied Network Consulting and Integration Service provides flexible Aruba Mobile First and HPE Cloud First network consulting and integration assistance that is designed to help meet your network and mobility connectivity needs. When you purchase this service, one or more HPE network technology specialists will be assigned to your organization, at HPE’s discretion, for a predetermined period of time to assist your organization with mutually agreed-upon network and mobility-related consulting and integration activities that are managed and directed by you. You have the flexibility to choose from a variety of service activities, ranging from advanced Aruba and HPE product configuration and project management to multi-vendor network integration and interoperability testing, and assistance with the configuration of advanced network technologies.

HPE Firmware Update Analysis Service provides recommendations for firmware revision levels for selected HPE servers, storage products, network devices, and solutions, taking into account the relevant revision dependencies within your IT environment.

This service is sold as a block of four (4) hours of HPE Firmware Update Analysis Service work on a per-product basis. Your Hewlett Packard Enterprise sales representative will work with you to estimate the quantity of service product numbers recommended for your HPE product(s). HPE will perform service for the selected product based up the service features described in this document and will work toward the provision of them up to a maximum of four (4) hours. Additional service hours may be required to complete a firmware update analysis engagement for the selected product.

Maintaining current firmware revisions of HPE products can provide you with enhancements and help you avoid known problems. However, determining the correct firmware revisions and evaluating compatibility with other software and hardware within the IT infrastructure can be a complex process. Hewlett Packard Enterprise service specialists will help you evaluate the compatibility of certain selected non-HPE products with the HPE firmware product for which these service are purchased, and will work with you to help determine the appropriate HPE firmware updates needed. Please contact HPE for further information regarding the list of selected non-HPE products that may be evaluated as part of this service.

This service does not include firmware updates or the right to any firmware updates. Recommendations do not mean that such updates are available to customers, even if they are under a current support agreement with HPE. Customers may still need to purchase additional support contracts for recommended products. This service does not include the right to any updates. Please contact your Hewlett Packard Enterprise representative for information regarding the selected products for which this service is available.

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.

The HPE Installation Service provides for the basic installation of Hewlett Packard Enterprise branded equipment, software products, as well as HPE-supported products from other vendors that are sold by HPE or by HPE authorized resellers. The HPE Installation Service is part of a suite of HPE deployment services that are designed to give you the peace of mind that comes from knowing your HPE and HPE-supported products have been installed by a Hewlett Packard Enterprise specialist in accordance with the manufacturer’s product documentation.

Designed to provide a smooth startup, HPE Primera Base Software Installation and Startup Service provides deployment of your HPE Primera storage software. It helps to ensure proper installation in your storage environment and increase the benefit from your storage investment.

Complementing your new HPE Primera Base software, HPE Primera Base Software Installation and Startup Service provides the necessary activities required to help you deploy Dynamic Optimization, Priority Optimization, System Reporter, Virtual Copy, and provide an overview of Virtual Domains and Virtual Lock. With the assistance of your designated IT storage administrator, an HPE service specialist deploys your HPE Primera Base software as more fully described in the Service features table.

Deployment of Remote Copy, Peer Persistence, Peer Motion, Cluster Extension, Online Import, Recovery Manager Central, and Smart SAN for HPE Primera products are excluded from this service.

Separate services are available (for details see Notes in the Ordering information section).

For HPE Primera Virtual Copy, this service provides a limited implementation to help you get Virtual Copy up and running quickly and to provide a demonstration of the product’s key features using sample or test data only. The following advanced deliverables are excluded from this service but are available via the HPE Data Replication Solution Service for HPE Primera Virtual Copy software:

• Implementation and testing of the HPE Primera Virtual Copy software configuration using production volumes or a production application

• Other services that address the unique requirements of your organization, such as verification of multiple applications you have configured; scripting; or integration and configuration of your applications by Hewlett Packard Enterprise, backup environment, or databases (scripting can help enable integration and end-to-end automation within your organization’s environment)

This service is applicable only for supported environments. Refer to additional exclusions in the Service limitations section.

Designed to provide a smooth startup, HPE Primera Base Software Installation and Startup Service provides deployment of your HPE Primera storage software. It helps to ensure proper installation in your storage environment and increase the benefit from your storage investment.

Complementing your new HPE Primera Base software, HPE Primera Base Software Installation and Startup Service provides the necessary activities required to help you deploy Dynamic Optimization, Priority Optimization, System Reporter, Virtual Copy, and provide an overview of Virtual Domains and Virtual Lock. With the assistance of your designated IT storage administrator, an HPE service specialist deploys your HPE Primera Base software as more fully described in the Service features table.

Deployment of Remote Copy, Peer Persistence, Peer Motion, Cluster Extension, Online Import, Recovery Manager Central, and Smart SAN for HPE Primera products are excluded from this service.

Separate services are available (for details see Notes in the Ordering information section).

For HPE Primera Virtual Copy, this service provides a limited implementation to help you get Virtual Copy up and running quickly and to provide a demonstration of the product’s key features using sample or test data only. The following advanced deliverables are excluded from this service but are available via the HPE Data Replication Solution Service for HPE Primera Virtual Copy software:

• Implementation and testing of the HPE Primera Virtual Copy software configuration using production volumes or a production application

• Other services that address the unique requirements of your organization, such as verification of multiple applications you have configured; scripting; or integration and configuration of your applications by Hewlett Packard Enterprise, backup environment, or databases (scripting can help enable integration and end-to-end automation within your organization’s environment)

This service is applicable only for supported environments. Refer to additional exclusions in the Service limitations section.

Designed to provide a smooth startup, HPE Primera Base Software Installation and Startup Service provides deployment of your HPE Primera storage software. It helps to ensure proper installation in your storage environment and increase the benefit from your storage investment.

Complementing your new HPE Primera Base software, HPE Primera Base Software Installation and Startup Service provides the necessary activities required to help you deploy Dynamic Optimization, Priority Optimization, System Reporter, Virtual Copy, and provide an overview of Virtual Domains and Virtual Lock. With the assistance of your designated IT storage administrator, an HPE service specialist deploys your HPE Primera Base software as more fully described in the Service features table.

Deployment of Remote Copy, Peer Persistence, Peer Motion, Cluster Extension, Online Import, Recovery Manager Central, and Smart SAN for HPE Primera products are excluded from this service.

Separate services are available (for details see Notes in the Ordering information section).

For HPE Primera Virtual Copy, this service provides a limited implementation to help you get Virtual Copy up and running quickly and to provide a demonstration of the product’s key features using sample or test data only. The following advanced deliverables are excluded from this service but are available via the HPE Data Replication Solution Service for HPE Primera Virtual Copy software:

• Implementation and testing of the HPE Primera Virtual Copy software configuration using production volumes or a production application

• Other services that address the unique requirements of your organization, such as verification of multiple applications you have configured; scripting; or integration and configuration of your applications by Hewlett Packard Enterprise, backup environment, or databases (scripting can help enable integration and end-to-end automation within your organization’s environment)

This service is applicable only for supported environments. Refer to additional exclusions in the Service limitations section.