License-to-use software updates
Customers receive the license-to-use software updates to HPE or HPE supported third-party software for each system, socket, processor, processor core, or end-user software license covered by this service, as allowed by the original HPE or original manufacturer software license terms.
The license terms shall be as described in the HPE software licensing terms corresponding to the prerequisite underlying software license, or in accordance with the current licensing terms of the third-party software manufacturer, if applicable.
Distribution of certain third-party software updates, license agreements, and license keys may be made directly from the third-party vendor to Customers, as applicable.
Installation advisory support
Limited installation advisory support is provided and is restricted to basic advisory assistance if Customer encounters difficulties while performing a software product installation or advice on proper installation methods and updating of stand-alone applications.
Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.
The scope of such advisory support is at HPE’s discretion. Exclusions to this advisory support include, but are not limited to, the following: Any downloading of complete software packages or walking through an installation from start to finish.
These services are available for an additional charge and can be purchased separately from HPE.
For software products covered by the service agreement, HPE provides corrective support to resolve identifiable and Customer-reproducible software product problems, supports to help them identify problems that are difficult to reproduce.
Also provides assistance in troubleshooting problems and determining configuration parameters for supported configurations.
Software features and operational support & Software product and documentation updates
Software features and operational support: HPE provides information, as commercially available, on current HPE product features, known problems and available solutions, and operational advice and assistance.
Software product and documentation updates: As HPE releases updates to HPE software, the latest revisions of the software and reference manuals are made available to the Customer.
For selected third-party software, HPE provides software updates, as such updates are made available from the third-party, or HPE may provide instructions on how Customer can obtain any software updates directly from the third-party.
A license key or access code, or instructions for obtaining a license key or access code, will also be provided to the Customer when required to download, install, or run the latest software revision.
Most HPE software and selected HPE supported third-party software, updates will be made available through the Software Updates and Licensing portal via the HPE service portal. The portal provides Customers with electronic access to receive and proactively manage software updates and documentation.