Services and Support

HPE Compute Firmware Service provides recommendations and installations for firmware revisions in selected HPE Compute products. Using analysis and implementation modules, this service aims to provide proactive initiatives towards keeping the relevant hardware up-to-date while still considering the customer's specific needs within their IT environment.

HPE Installation and Startup Service for HPE OneView for VMware vCenter is a basic fixed-price, fixed-scope service that includes the installation and configuration of HPE OneView for VMware vCenter virtual appliance on a supported HPE ProLiant server preconfigured with a supported VMware® vSphere hypervisor.

This service includes a pre-installation session with an HPE service specialist, followed by installation and basic configuration of HPE OneView for VMware vCenter on the appropriate supported server platform. The service will also include testing and verification of the installed HPE OneView for VMware vCenter Software and will conclude with an orientation session to help familiarize your staff with product usage.

HPE Hardware Support Onsite Service provides remote assistance and onsite support for your covered hardware, helping you to improve product uptime.

You have the flexibility to choose between multiple service-level options featuring several onsite response or call-to-repair time and coverage window combinations in various durations to address your specific service needs.

Service-level options with call-to-repair times provide IT managers with support specialists who will quickly begin troubleshooting the system to help return the hardware to operating condition within a specified timeframe.

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 Installation and Startup of HPE ProLiant servers provides for the installation of your new HPE ProLiant server and eligible operating system. This service will assist you in bringing your new HPE ProLiant server and operating system into operation in a timely and professional manner.

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

HPE Remote 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, HPE 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 HPE 3PAR and HPE Primera storage environment.

Three levels of service are offered:
The Level I service is designed to help you get HPE Remote 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 Remote Copy configuration using volumes you designate and verifies operation of the volumes with one Customer-configured application.

The Level III service is a tailored service based on a Statement of Work (SOW) created by HPE that addresses your organization’s unique requirements not included in 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.

System Healthcheck Direct Service provides a technical assessment of your computing environment and is designed to identify security, system performance, configuration, and availability problems of your designated system before they might affect your critical operations. HPE provides access to a software tool that collects and analyzes static and dynamic information, including operational procedures, configuration information, and system performance characteristics, gathered from your designated system. A service report of the resultant analysis and recommendations based on HPE system management practices is provided by the use of automated online delivery. This service is recommended for customers familiar with self-help tools and who have an interest in managing their own systems.

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.

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.

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