Data sheet
HPE Complete Care Service
HPE Contractual Support Service
Service overview
HPE Complete Care Service is the company’s most comprehensive support solution tailored to meet a broad range of support requirements. It provides edge-to-cloud service coverage at an environment level, including multi-vendor environments, ranging from basic to business critical, and can scale to any size based on the Customer need.
HPE Complete Care Service provides Customers with a single point of contact for all their support needs. The service is delivered under the governance of an assigned HPE account team that is familiar with the Customer’s IT environment. The goal of the assigned account team
is to work with the Customer as a trusted partner and help the Customer achieve their overall business objectives. A mutually agreed upon statement of work (SOW) details the precise combination of reactive and proactive support features to be provided under HPE Complete Care Service based upon Customers’ requirements.
IT environments are becoming increasingly diverse, combining low-cost virtualized and bladed technology deployed alongside more traditional high-end products—each of which can have very different support needs. Customers can use HPE Complete Care Service to complement their organization’s own skills and capabilities. They can mix and match any of the support offerings from HPE with different elements of their IT solution or data center based on the role and importance of the particular products.
In the event of a service incident, HPE Complete Care Service provides access to HPE product experts who can help Customers resolve critical issues as quickly as possible and accelerated escalation procedures are employed to resolve complex incidents. In addition, the Customer’s support team of HPE experts is equipped with remote technologies and tools designed to reduce downtime and increase productivity. HPE Complete Care Service is designed to augment Customers’ own capabilities, help Customers meet their business objectives; reduce risks across people, processes, and technology; increase IT service quality and productivity; and reduce costs by providing:
- A cost-effective modular support solution tailored to Customers’ exact requirements and environment.
- Proactive issue identification and advice on mitigation of risks.
- Access to HPE experts who can augment Customer’s capabilities, with the overall goal to help reduce risk, increase productivity, address peak workloads and emerging projects, and free up Customer time to focus on strategic business objectives.
- Flexible reactive support options.
- Priority access to HPE experts who are aware of the Customer’s environment and can help rapidly address any critical issues.
- Flexible proactive support options, delivered by HPE experts, who complement Customer’s capabilities and can free up Customers to focus on other priorities.
- Advanced remote technologies and tools designed to reduce downtime and increase productivity.
- An assigned account team focused on Customer’s IT environment and business objectives that provides a single point of contact within HPE, helps to ensure that Customer’s relationship with HPE meets their expectations, and verifies delivery of all service options as agreed upon.
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HPE Complete Care Service provides comprehensive reactive and proactive support for covered products in a Customers’ defined IT environment as depicted in Figure 1. Covered products are supported by Customer’s selected HPE base product support level augmented with enhanced incident management (EIM) to provide an outstanding support experience. A service relationship management (SRM) layer provides a single point of contact, delivery coordination and collaboration with the Customer to help achieve desired IT outcomes. Additional proactive services, modular solution blocks, and other HPE service capabilities are available as options. These categories are described in more detail in the Service Features sections.
In addition, HPE GreenLake is an option to purchase all these capabilities through an as-a-service experience (for more information on HPE GreenLake services consult an HPE representative for the latest information).
Figure 1. HPE Complete Care Service structure
| 1. Base product support (required) |
| Each product within a defined HPE Complete Care Service IT environment requires a base product support layer of HPE Tech Care Service, HPE Foundation Care, HPE warranty, or HPE NonStop base support. Hewlett Packard Enterprise recommends HPE Tech Care Service. Base support can be purchased directly as part of the HPE Complete Care Service agreement or separately and then rolled under the umbrella of an existing SOW. For additional information on available features and service level options, refer to the data sheet or product warranty information: Note: HPE Foundation Care is only available on products that have not been enabled with HPE Tech Care Service
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| 2. Core proactive support features (required) |
| 2a. Enhanced incident management (EIM) |
| HPE Complete Care Service includes an EIM layer, which supplements the base product support layer in providing outstanding incident management experience. The EIM features are described in Table 2a: |
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| 2b. Service relationship management (SRM) |
| HPE Complete Care Service offers three SRM experience levels including assigned HPE resources that understand Customers’ business and IT objectives and work to ensure that these needs are met. The SRM features are described in Table 2b. Available features and experience vary based on selected experience level (standard, basic, entry). |
Environment intelligence
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Table 2. Optional support feature summary
| 3. Optional proactive services | |
| HPE Complete Care Service includes a comprehensive set of optional proactive services to support Customer’s IT objectives and augment existing capabilities. These services range from environment-focused offerings to product- and workload-specific options. Delivery of these optional features will be coordinated with Customer’s assigned resources and documented in the account support plan. The optional proactive services features are described in Table 3. | |
| Environment services
| IT service management (ITSM) services (available in standard and basic experience levels only)
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| Compute services
| Storage services
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| Network services
| Solution services
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| 4. Optional modular solution blocks | |
| In addition to the core and optional proactive services, HPE Complete Care Service offers a number of outcome-specific modular solution blocks that are designed to help Customers optimize and modernize their IT environment and achieve their business goals. Currently available modules are listed here, and the optional solution block service features are also described in Table 4. Consult an HPE representative for the latest information on these options. | |
| HPE Performance Optimization solution blocks
HPE Solution Lifecycle Management solution blocks
Access to HPE experts solution blocks
IT Sustainability solution blocks
| Product- and solution-specific solution blocks
Environment intelligence
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| Note: Some solution blocks are not available for purchase at all HPE Complete Care Service experience levels. Please refer to Table 4 to determine which experience level is required. | |
| 5. Other HPE capabilities | |
| In addition to the core and optional proactive capabilities that can be included in HPE Complete Care Service, there are other HPE service offers that Customers can take advantage of complementing HPE Complete Care Service. Consult an HPE representative for the latest information on these options or use the following links. | |
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EIM feature details
EIM is a set of integrated and accelerated reactive and proactive processes designed to address hardware and software incidents. These processes, which can be custom tailored to Customer’s needs, engage appropriate HPE product experts for quicker resolution of critical covered support incidents. EIM is in addition to the service features of the underlying base support.
Note: The following EIM features are not applicable to the requirements associated with specific workloads and solutions. Consult an HPE representative for services specific to solutions and workloads.
Table 2a. Enhanced incident management details
| Feature | Delivery specifications |
|---|---|
| Environment profiling | Environment profiling enables HPE agents to provide a tailored support experience based on details such as the business impact of an outage, critical periods of greatest impact, change management policies, and communication protocols for critical incidents. |
| Multi-channel access to know-me experts | HPE expert agents involved with the Customer will leverage the environment profile to understand the Customer’s environment and base their decisions on this knowledge regardless of communication method used. |
| Remote 24x7 response | HPE Complete Care Service Customers can contact HPE 24 hours a day, 7 days a week regardless of service level. When a Customer calls with a severity 1 or 2 incident, HPE aims to either connect the Customer to a product expert or call them back within 15 minutes to assist in diagnosing and resolving issues as quickly as possible. For severity level descriptions, refer to the General Incident Provisions section of the HPE Tech Care Service data sheet. |
| Priority access and routing | When possible, HPE Complete Care Service Customer incidents take priority (for similar service and severity levels) over other Customer incidents and are handled by the most experienced remote support resources. HPE Complete Care Service Customers have a streamlined way to connect with HPE resources via telephone or chat. |
| Direct linkage with assigned HPE account team | HPE remote engineers involved with the Customer will leverage the assigned HPE Complete Care Service account team and the environment profile to understand the Customer’s environment resulting in more informed problem resolution. Note: HPE remote engineers are not assigned to an account. |
| Accelerated escalation management | HPE Complete Care Service Customers receive integrated, accelerated escalation procedures to address complex covered support incidents for quicker resolution. For severity 1 and 2 incidents, a critical event manager (CEM) is assigned. If the situation requires additional resources or skills, the CEM coordinates incident escalation and rapidly enlists key incident-solving experts throughout HPE. For severity level descriptions, refer to the General Incident Provisions section of the HPE Tech Care Service data sheet. |
| Personalized digital experience | The assigned team will work with the Customer as needed to provide Customer-specific insight from the digital customer experience (for example, provide insight on an incident dashboard). In the future, HPE Complete Care Service Customers will receive a differentiated digital customer experience (such as environmental views on the dashboard, ability to export data from the dashboard, and HPE Complete Care Service specific alerts, and more). |
| Incident analysis and reporting | HPE Complete Care Service Customers at standard or basic experience level receive personalized incident analysis and/or reporting. |
| Expanded coverage options | Additional service-level options beyond those offered via base product support may be available in Customer’s country. Consult an HPE representative for the latest information on these options. Examples of additional options are listed here.
Note: These call-to-repair time commitments, along with the 6-hour call-to-repair time commitment, apply to severity 1 and severity 2 incidents. For further information on call-to-repair, refer to the terms defined in the SOW or to the Hardware call-to-repair, Travel zones, and General Incident Provisions sections of the HPE Tech Care Service data sheet.
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| Global call management (optional) | Global call management allows the Customer to work with a single global team to log cases for all hardware and software incidents. Refer to the HPE Global Call Management data sheet for more information. |
| Feature | Delivery specifications | ||
|---|---|---|---|
| Experience level | Standard | Basic | Entry |
| Assigned account team | The HPE assigned account team are the Customer’s advocate and operational and/or technical focal point for HPE Complete Care Service. These resources coordinate the delivery of all features. This includes optional proactive deliverables, as well as monitoring of issues, patches, and advisories that could impact the Customer environment. In addition, these resources provide certain service features as more specifically detailed here. | ||
| HPE assigns the following account resources to the Customer’s organization:
| HPE assigns the following account resources to the Customer’s organization:
| HPE assigns the following account resource to the Customer’s organization:
| |
| Account support planning | This service feature provides the development of an account support plan (ASP) by the ASM in partnership with Customer IT staff. The ASP documents the purchased reactive and proactive support, devices, geographic coverage, and any other support aspects. The ASP also details roles and responsibilities based on purchased service features along with contact information and escalation procedures, which will be confirmed with the Customer. The ASP will be updated proactively by the ASM as required. | Same as HPE Complete Care Service standard except update frequency of the ASP is semi-annual. | Same as HPE Complete Care Service standard except the ASP is developed by the Service Advisor and updated semi-annually. |
| Service implementation management | At the beginning of the HPE Complete Care Service support coverage period, an implementation manager orchestrates the service onboarding. This may include interfacing with the Customer and introducing the Customer to the assigned account team, or the account team may act as facilitators while the implementation manager coordinates activities in the background. | Same as HPE Complete Care Service standard. | Same as HPE Complete Care Service standard. |
| Inventory management | At the beginning of the HPE Complete Care Service support coverage period, the assigned account team will develop an inventory of all the products covered under the Customer’s HPE Complete Care Service environment and document this in an inventory workbook. The assigned account team will help manage changes with the Customer on an ongoing basis to maintain this inventory throughout the life of the service support coverage period. This is designed to help the Customer ensure that all products the Customer wants supported under the HPE Complete Care Service environment are covered. | Same as HPE Complete Care Service standard, provided by assigned account team. | Same as HPE Complete Care Service standard, provided by the Service Advisor. |
| Service planning and review | The assigned account team conducts quarterly (or the timeframe agreed in the SOW) service planning and review sessions during which the Customer and the account team review the service features provided by HPE over the previous period, including key topics arising from the support activity report. These reviews also provide an opportunity to discuss trends, any current or planned changes to the Customer’s IT environment and business, and the potential impact of these changes on the Customer’s support requirements. | The assigned account team conducts semi-annual service planning and review sessions during which the Customer and the account team review the service features provided by HPE over the previous period, including key topics arising from incident reporting. These reviews also provide an opportunity to discuss trends, any current or planned changes to the Customer’s IT environment and business, and the potential impact of these changes on the Customer’s support requirements. | The Service Advisor conducts semi-annual service planning and review sessions during which the Customer and the Service Advisor review the service features provided by HPE over the previous period, including key topics arising from incident reporting. These reviews also provide an opportunity to discuss trends, any current or planned changes to the Customer’s IT environment and business, and the potential impact of these changes on the Customer’s support requirements. |
| These review sessions provide an open communication forum to help the Customer share the business and IT goals of their organization. During these review sessions, the HPE account resources may share HPE best practices and provide advice related to the Customer’s current and future operational needs and projects. Other HPE resources may participate in these meetings, as determined by the ASM or Service Advisor. | |||
| Support activity review | HPE provides the Customer with a quarterly (or timeframe agreed in the SOW) report that documents reactive support incident information during that specific period. The report may also highlight potential risk factors and include HPE suggested recommendations. | N/A (see Incident report) | N/A |
| Incident report | N/A (this information is included in the Support activity review report) | HPE provides a semi-annual report that documents reactive support incident information during the specified period. | N/A |
| Operational and technical advice | Working with the Customer, the HPE assigned account team take an active role in providing advice and guidance regarding the routine delivery of services related to the Customer’s covered environment. This service feature is intended to provide brief guidance to Customers. Substantial requests for assistance, as determined by HPE at its discretion, are outside the scope of this service feature, but may be funded using HPE Service Credits or HPE Team Day. The ASM will advise the Customer when a request requires credits or team days and the amount required. | N/A (see Operational assistance) | N/A (see Operational assistance) |
| Operational assistance | N/A (included as part of Operational and technical advice) | Working with the Customer, the HPE assigned account team will provide basic operational assistance regarding the routine delivery of services related to the Customer’s covered HPE Complete Care Service environment. This service feature is intended to provide brief guidance to Customers. Substantial requests for assistance, as determined by HPE at its discretion, are outside the scope of this service feature, but may be funded using HPE Service Credits. The Service Advisor will advise the Customer when a request requires credits and the amount required. | Same as HPE Complete Care Service basic |
| HPE Digital Learner one-year subscription service for one named user. (Renewals excluded) Explore the HPE Digital Learner content provided with your service. | For new HPE Complete Care Service Customers, one-year HPE Digital Learner Silver subscription for one named user. Subscription is activated in year 1 of the HPE Complete Care Service contract, for detailed terms and conditions refer to the HPE Digital Learner Service data sheet. HPE Digital Learner Silver transforms the best of traditional learning into a modern learning-as-a-service solution. Your subscription provides a continuous learning channel to keep skills updated—at your own pace and schedule—through year-round access to training for HPE solutions and premier industry technologies. This solution offers flexibility to meet your training needs and complements traditional learning. | For new HPE Complete Care Service Customers, one-year HPE Digital Learner Bronze subscription for one named user. Subscription is activated in year 1 of the HPE Complete Care Service contract, for detailed terms and conditions refer to the HPE Digital Learner Service data sheet. HPE Digital Learner Bronze transforms the best of traditional learning into a modern learning-as-a-service solution. Your subscription provides a continuous learning channel to keep skills updated—at your own pace and schedule—through year- round access to training for HPE solutions. This solution offers flexibility to meet your training needs and complements traditional learning. | N/A |
| HPE Support Center | HPE provides a comprehensive online resource for available knowledge, tools, and services. This one-stop IT site offers self-solve tools, personalized assistance, online help and forums, and access to certain comprehensive multi-vendor and multi-platform IT content. | ||
| HPE education planning and assistance | Upon Customer request, the ASM can conduct a high-level review of the Customer’s training and development needs. The ASM can also provide assistance in contacting HPE Education Services. The Customer may access training curricula and detailed course descriptions on the HPE Education Services website at hpe.com/ww/learn. | Same as HPE Complete Care Service standard. | Same as HPE Complete Care Service standard except the assistance is provided by the Service Advisor. |
| Environment intelligence | ITOps is intended to help Customers monitor, manage, and operate their entire IT environment regardless of the location of those IT assets—on-premises or cloud native. The service enables the collection and enrichment of inventory data and allows Customers to optimize their implementation processes and create observability of incidents and actions that drive the best outcomes for their IT business. For more information and for additional terms and requirements refer to the ITOps data sheet. | N/A | N/A |
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Optional features listed here may be added to the HPE Complete Care Service offering and will be priced accordingly based upon the services and features selected. These services are provided during normal HPE business hours unless after-hours assistance has been purchased. Contact a local HPE representative for further details.
Note: The following optional proactive services are not applicable to the requirements associated with specific workloads and solutions. Consult an HPE representative for services specific to solutions and workloads.
Table 3. Optional proactive services details
| Feature | Delivery specifications |
|---|---|
| Environment services Customer may choose any of the following environment services options to meet service-level targets and other business objectives. | |
| HPE Service Credits | The goal of HPE Service Credits is to provide the flexibility that Customers need by filling resource gaps and providing specialized expertise whenever it is required. Customers have the flexibility to choose from a variety of service activities ranging from virtualization, storage data management, infrastructure optimization, power and cooling, assessments, security, performance analysis, and firmware management. These service activities cover a broad spectrum of IT technology domains, including servers, blades, OSs, storage, SANs, networks, and ISV software. This option provides blocks of 10 HPE Service Credits. Customer has the flexibility to choose an activity from the predefined HPE Service Credits menu, or to work with their assigned account team to help determine how these services can be tailored to fit Customer needs. Refer to the HPE Service Credits data sheet for more information and terms and conditions. |
| HPE Training Credits | Customers may purchase credits for HPE Education Services to allow staff members to expand and strengthen their technical and process knowledge. Contact a local HPE representative for further details or refer to the HPE Training Credits data sheet. |
| HPE Team Day service | HPE Team Day service provides Customers with the flexibility to customize certain tasks beyond those provided by HPE’s standard technical services. Highly trained technical service experts can assist Customers with a variety of eligible operational, optimization, and assessment activities in eight-hour increments. HPE’s approach is based on thorough analysis, planning, and rapid fulfillment to help address technical challenges. Using techniques and processes gained from extensive experience in many successful engagements for enterprise clients worldwide, our technical experts can help Customers reduce the cost, timeframe, and business risk typically associated with a broad range of technical, change management, and project management activities. Additional information can be found on the HPE Team Day data sheet. Note 1: Additional charge for off-hours option Note 2: Team days cannot be used for HPE Lifecycle Services for SAP and HPE Performance Optimization services for SAP |
| Expert on Demand days | HPE Services Expert on Demand (EOD) is a short-duration, micro-consulting proactive service where Customers can engage HPE technical experts to supplement their in-house knowledge beyond what standard reactive break-fix technical support provides. HPE Services EOD is available as a standalone service purchased through HPE Service Credits or HPE Services EOD days as an optional service attached with any HPE support contract. HPE Services EOD service requests are individually scoped to determine the number of credits to be used for each EOD engagement. Dedicated team leads will review each EOD request to determine the duration, level of resource expertise, and availability required to perform the activity. Upon verification of the service entitlement, an HPE technical expert will be assigned to engage with the Customer to begin service activities. After completion of the service engagement, HPE will provide a summary of the operational tasks performed and any additional HPE Services recommended to enhance the Customers’ overall operational support experience while using HPE IT solutions. Additional Information can be found on the HPE Services Expert on Demand data sheet. Note: HPE Services EOD service is available for supported components of HPE Compute, Microsoft Azure Stack HCI, Microsoft Azure public cloud, VMware®, VMware NSX-T, HPE ConvergedSystem technologies. |
| ACE Day | This feature is to add additional time for the assigned customer engineer (ACE). The ACE provides strong knowledge of hardware, network, OS, and technical change management processes and implementation. The ACE assists with the inventory management deliverable for devices to be covered by EIM, delivers reactive and proactive hardware support, coordinates repair and installation, as well as provides technical advice and guidance. Note: Additional charge for off-hours option |
| Project management | HPE will designate a project manager to oversee and be the primary contact for the following types of activities:
The project manager will perform activities during normal HPE business hours of Monday through Friday (8 a.m.–5 p.m.) local time, excluding HPE holidays. When requested, the project manager may also be available at other times as mutually agreed upon and scheduled in advance. |
| ITSM services These services are based on HPE’s experience providing ITSM services across enterprise-class IT environments. The services help Customers improve and enhance their organization’s ITSM maturity level with an ultimate goal of improving effectiveness. The ITSM services can help expand Customers’ ability to meet ever- increasing demands to enhance service levels and performance. | |
| Business planning and review | The ASM holds semi-annual (or the timeframe agreed in the SOW) business planning and review meetings to help align the activities of the HPE account team with any changing business requirements and any new technology or IT services. The ASM documents changes to Customer’s vision and long-term goals, and discusses any impact on the scope of HPE Complete Care Service and the ASP. This activity helps the HPE account team and other HPE authorized resources maintain an understanding of Customer needs during the delivery of this service. |
| Risk identification and benchmarking | The HPE account team designs a customized ITSM assessment based on the scope of the HPE Complete Care Service and important objectives identified during the service’s Customer vision and goal-setting workshop or similar discussion with the Customer. The HPE account team performs this customized assessment to identify gaps in capability and opportunities for improvement and then reviews the assessment findings with the Customer and creates an agreed-upon benchmark of current level of risk, maturity, efficiency, and effectiveness. This benchmark compares Customer capabilities with industry best practices and the demands of Customer SLAs and business objectives. |
| Service failure analysis | The HPE account team works with the Customer and provides recommendations on how to reduce the business impact of IT service failures in the Customer’s environment. The analysis identifies the underlying causes of IT service interruptions and details how each contributed to the business impact. The service failure analysis also identifies opportunities to improve processes and tools. The HPE account team then documents the issues and related learning in the SIP. The analysis can also be used to investigate removing the need for or reducing the length or impact of Customer-planned downtime. Note that the service failure analysis option requires the service improvement planning option as a prerequisite. |
| Service improvement planning | The HPE account team creates a service improvement plan (SIP). As part of the risk identification and benchmarking activity, the HPE account team performs a customized ITSM assessment. The HPE account team discusses the output of this gap analysis with the Customer to identify any weaknesses or opportunities for improvement and helps the Customer create an SIP that reflects Customer priorities and recommended activities to address the identified risks through a combination of proactive activities from HPE and Customer’s IT staff. Once the SIP has been developed, the HPE account team helps the Customer manage this plan on a quarterly basis by providing advice and guidance in the implementation of improvements. The HPE account team also assists the Customer in reviewing and prioritizing new improvements for inclusion in the SIP. Note that the SIP option requires the risk identification and benchmarking option as a prerequisite. |
| Improvement scorecard | The HPE account team works with the Customer to identify and/or design improvement metrics, reporting mechanisms, and an improvement scorecard that will allow the Customer to formally track the improvements made to Customer’s IT services, people, process, and technology. The HPE account team then provides quarterly input to help the Customer update the improvement scorecard using improvement data identified during the HPE Complete Care Service activity and SIP review meetings. Note that the improvement scorecard option requires the service improvement planning option as a prerequisite. |
| Customer vision and goal setting | The HPE account team conducts a vision and goal-setting workshop with the Customer to identify business objectives and IT infrastructure goals, as well as key service-level agreements (SLAs) and key performance indicators (KPIs). During this workshop, HPE will document the scope of HPE Complete Care Service as it relates to Customer’s IT services, people, processes, and technology. |
| Compute services Customer may choose any of the following compute services options to meet service-level targets and other business objectives: | |
| Operating system patch analysis | HPE monitors patch notifications for known critical defects in the OS or previously released patches for HP-UX, HPE NonStop kernel, and OpenVMS. It also evaluates whether the defect may impact the covered environment, and, if warranted, notifies the Customer to discuss possible actions. Quarterly (or the timeframe agreed in the SOW), the Customer and the HPE account team discuss the recommended patches. The HPE account team makes recommendations to assist with the change management considerations:
Note:
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| Compute services Customer may choose any of the following compute services options to meet service-level targets and other business objectives: | |
| Server firmware and software analysis | Periodically, HPE releases firmware and select driver updates for servers. These updates may address potential incidents, provide added functionality, or improve performance. Driver analysis will be limited to bladed and non-bladed HPE ProLiant servers and HPE Synergy only. For HPE Synergy, driver analysis will be limited to drivers for one eligible operating system and to 1 HPE Synergy Management domain. In addition to providing proper planning to reduce disruption to the Customer operations, HPE can also provide appropriate updates. Quarterly (or the timeframe agreed in the SOW), the Customer and HPE discuss recommended updates. At Customer request, on-site installation will be provided during coverage hours for firmware defined by HPE as non-Customer installable for covered hardware products. HPE helps with the installation of Customer-installable firmware, if requested by the Customer, during the service coverage window. Note:
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| System health check | HPE uses diagnostic tools to assess the computing environment for a single eligible OS on a single physical server or partition. HPE performs a series of diagnostic tests to compare Customer’s computing environment to accepted system management practices and provides a report that details the findings, highlighting the conditions that require resolution or investigation, and recommending a suitable course of action. Note: System health check may not be available for some OS versions and for some solutions. Consult an HPE representative for the latest information and for alternative proactive services. |
| Implementing recommendations—compute | The HPE account team can work with the Customer to help design and implement changes and improvements to address any improvement areas identified during the ongoing service and review meetings. |
| Storage services Customer may choose any of the following storage services options to meet service-level targets and other business objectives: | |
| Storage/SAN firmware and software analysis | On a quarterly basis (or the timeframe agreed in the SOW), HPE analyzes for potential storage and/or SAN-related software and firmware updates. The HPE account team provides a recommendation as to applicable software and firmware updates, as well as upgrade-planning assistance for the recommendations. At Customer request, on-site installation will be provided during coverage hours for firmware defined by HPE as non-Customer installable for covered hardware products. HPE will provide telephone assistance for the installation of Customer-installable firmware and software, if requested by the Customer, during the service coverage window. Note: Storage/SAN firmware and software analysis may not be available for some solutions. Consult an HPE representative for the latest information and for alternative proactive services. |
| Storage high-availability technical assessment | HPE performs a high-availability assessment on one storage array. The assessment includes an analysis of the physical environment, the array’s configuration, and its firmware and software versions. The connectivity of the array to the SAN is examined for interoperability and availability. HPE interviews Customer IT staff to assess usage of ITIL best practices for storage management. Upon completion of the assessment, HPE provides Customer with a report and a briefing on the findings and recommendations. The number and frequency of storage assessments are documented and agreed to in the account support plan (ASP). |
| SAN supportability assessment | HPE assesses the supportability of Customer’s SAN. Issues with the potential to impact stability or supportability are identified and change recommendations are made. An initial SAN supportability assessment is included the first time SAN support is selected. The assessment is updated in each subsequent year for which SAN support is continued. |
| Implementing recommendations—storage | The HPE account team can work with the Customer to help design and implement changes and improvements to address any improvement areas identified during the ongoing service and review meetings. |
| Network services Customer may choose any of the following network services options to meet service-level targets and other business objectives: | |
| Network firmware and software analysis | New releases of covered network firmware and software updates that may address potential incidents, provide added functionality, or help improve performance will be reviewed with the Customer during the support planning and review meetings. |
| Implementing recommendations—network | The HPE account team can work with the Customer to help design and implement changes and improvements to address any improvement areas identified during the ongoing service and review meetings. |
| Solution services Customer may choose any of the following solution services options to meet service-level targets and other business objectives: | |
| Solution lifecycle planning service | The solution lifecycle planning service provides technical and operational guidance on version planning for eligible HPE solutions. The lifecycle plan incorporates Customer business and operational considerations. The solution lifecycle planning service is solution dependent, and the scope of this service may include OS versions, along with driver and firmware releases. Note: This service is available for a specific set of HPE solutions, consult an HPE representative for the latest information. |
| Feature | Delivery specifications | Experience level availability | ||
|---|---|---|---|---|
| | Standard | Basic | Entry | |
| HPE Complete Care Service—Storage Performance Optimization | The HPE Complete Care Service—Storage Performance Optimization service adds an additional proactive service feature specific to supporting Customer’s eligible storage infrastructure:
| ✓ | ✓ | ✗ |
| HPE Complete Care Service—Performance Optimization for SAP | The HPE Complete Care Service—Performance Optimization for SAP adds additional proactive service features specific to supporting Customer’s eligible SAP infrastructure, including:
This performance advisory service provides access to a named performance technical consultant on the covered SAP environment for up to five days through the SOW term. | ✓ | ✓ | ✗ |
| HPE Complete Care Service—HPC Performance Optimization | The HPE Complete Care Service—HPC Performance Optimization service offers an enhanced support experience for the HPC infrastructure. At a high level, the service includes the following:
| ✓ | ✓ | ✗ |
| HPE Complete Care Service—Storage Solution Lifecycle Management Contractual data sheet | The HPE Complete Care Service—Storage Solution Lifecycle Management solution block provides a proactive approach to planning the versioning of the eligible storage infrastructure, based on the Customer’s operational and business considerations.
| ✓ | ✓ | ✗ |
| HPE Complete Care Service—Assigned Technology Specialist | The HPE Complete Care Service—Assigned Technology Specialist service elevates the overall Customer experience by adding a remote, focused expert to the dedicated account team, to advise and help the Customer manage, plan, and operate their specific technology platform. This service includes the following features:
Note: The Assigned Technology Specialist is available on certain technologies only. Consult an HPE representative for the latest information or refer to the Assigned Technology Specialistsupport matrix. | ✓ | ✓ | ✗ |
| HPE Complete Care Service — Energy and Emissions Reporting (Data sheet) | HPE Complete Care Service— Energy and Emissions Reporting provides data, analysis, and recommendations to help customers quantify their IT environmental impact, identify inefficiencies, understand the ROI of conservation measures, and plan actions to reduce IT energy consumption and carbon emissions. The Energy and Emissions Reporting solution block offers two levels of service:
| ✓ | ✓ | ✗ |
| HPE Complete Care Service—HPE NonStop and HPE Virtualized NonStop (Data sheet) | HPE Complete Care Service—HPE NonStop and HPE Virtualized NonStop support helps to provide business continuity, high availability, massive scalability, and operational efficiency.
Note: Not all HPE Complete Care Service proactive options are available for HPE NonStop systems. Consult an HPE representative for the latest information. | ✓ | ✗ | ✗ |
| HPE Complete Care Service—Aruba (Data sheet) | HPE Complete Care Service—Aruba enhances the support experience by including HPE Aruba Networking products in the HPE Complete Care Service environment.
| ✓ | ✗ | ✗ |
| HPE Complete Care Service—Multivendor | HPE Complete Care Service—Multivendor provides support for eligible products as defined in the signed SOW and is designed for environments that contain equipment from different manufacturers. The goal is to provide HPE’s high level of support for the Customer’s entire environment:
| ✓ | ✓ | ✓ |
| HPE Complete Care Service —Export Support for SAP HANA | HPE Complete Care Service—Expert Support for SAP HANA streamlines incident resolution for HPE Solutions for SAP HANA by facilitating faster fault isolation within Hewlett Packard Enterprise. HPE intends to bring both infrastructure and SAP HANA expertise together for the HPE Complete Care Service Customers to enhance the resolution of their reactive cases before engaging SAP if needed. This service is designed to provide the following benefits:
| ✓ | ✓ | ✓ |
| The HPE Complete Care Service—COE Service for SAP provides Customers a comprehensive support experience for HPE infrastructure for SAP that includes:
| ✓ | ✓ | ✓ | |
| HPE Complete Care Service—Cray EX (Data sheet) | HPE Complete Care Service— Cray EX is a comprehensive support solution tailored to meet specific HPE Cray EX and HPE Cray supercomputer Customer requirements. It is composed of hardware and software services and may include HPE on-site technical resources, also called resident customer engineers (CEs), to help meet the service level agreement and response times that the Customer has elected. These resources provide on-site support and work with the Customer’s IT team to help resolve hardware and software problems with HPE and eligible third-party products. | ✓ | ✗ | ✗ |
| HPE Complete Care Service—Spares Management Service (Data sheet) |
| ✓ | ✓ | ✓ |
| HPE Complete Care Service— Secure Locations is an optional extension (solution block) of HPE Complete Care Service to address Customers’ environments with special requirements due to the classified or secure nature of their operational support services and associated data. Typically, these environments have connectivity and access restrictions, very tight controls on any data entering or leaving and higher level of clearance needed for people receiving calls, but also intervening on- site. Customers will still benefit from the HPE Complete Care Service “standard” experience.
Note: Sold in select countries only—US, UK, France, Germany, Italy | ✓ | ✗ | ✗ | |
| HPE Complete Care Service —ITOps (Data Sheet) | HPE Complete Care Service— ITOps is a service for HPE Complete Care Service Customers. Hewlett Packard Enterprise provides all HPE Complete Care Service Customers with the discovery and dashboarding base for a maximum of 200 nodes. The discovery and dashboarding extension and the self-monitoring, patching, and dashboarding base and extension are optional services the Customer can purchase. Please see the HPE Complete Care Service—ITOps data sheet for detailed information on optional service choices. HPE provides 24x7 access to the ITOps service platform, a solution maintained by HPE through the Customer’s specific console. HPE offers 24x7 access to experts to address reactive service incidents. HPE also provides proactive services during regular business days and regular business hours. | ✓ | ✗ | ✗ |
| HPE Software Asset Management (Data sheet) | The HPE Software Asset Management (SAM) service enables Customers to gain a complete and accurate view of their hardware and software environment across on-prem, software as a service (SaaS), infrastructure as a service (IaaS), platform as a service (PaaS), and other platforms. Service features include:
The HPE SAM service is available with two levels of service:
| ✓ | ✓ | ✗ |
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Services provided within the scope of one support contract are restricted to the IT environment under the direct day-to-day management of one IT organization, in one country, and as detailed in the SOW or data sheet. Unless otherwise specified or arranged, proactive and consultative services are performed during HPE standard business hours on standard business days, either remotely or on-site, at the discretion of HPE. Delivery of proactive support outside HPE standard business hours on standard business days can be purchased separately and is subject to local availability. Delivery of specific features on technologies in Customer environment (servers, storage, SAN, and networks) is dependent on prior purchase of the appropriate technology service modules.
Hardware support on-site response time, call-to-repair time commitments, and some HPE Complete Care Service EIM features may differ depending on incident severity. Customer determines the incident severity level.
For severity level descriptions, refer to the General Incident Provisions section of the HPE Tech Care Service data sheet.
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This service is available for selected servers, software, storage devices, storage arrays, network devices, and storage area networks. The features of this service may differ, or be limited, based on specific devices or software. There is a data sheet Addendum for select HPE Storage products that details the support enhancements for those specified products. Check with an HPE representative for specific limitations and local availability.
HPE may provide advice on Customer security practices; however, Customer is fully responsible for the security of its IT environment.
HPE is not liable for the performance or non-performance of third-party vendors, their products, or their support services. The following list includes, but is not limited to, specific activities that are excluded from HPE Complete Care Service:
- Troubleshooting for interconnectivity or compatibility incidents
- Services required due to Customer failure to incorporate any system fix, repair, patch, or modification provided to Customer by HPE
- Services required due to Customer failure to take avoidance action previously advised by HPE
- Services that, in the opinion of HPE, are required due to unauthorized attempts by third-party personnel to install, repair, maintain, or modify hardware, firmware, or software
- Operational testing of applications, or additional tests requested or required by Customer
- Backup and recovery of the operating system, other software, and data
- Services that, in HPE’s opinion, are required due to improper treatment or use of the products or equipment
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HPE will perform a quarterly (or as specified in the SOW) review process for Customer-initiated equipment additions, deletions, and changes to service coverage levels.
Changes for equipment additions/deletions or to service coverage levels, will require up to thirty (30) days advance notice, in writing, before the service coverage levels will be available. The price change will be effective from the date of addition, deletion or change in service level. A prorated amount and the next quarter’s amount for the services will be on the next invoice.
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Customer will identify a focal point and an internal Customer team to work collaboratively with the HPE account team in the development, implementation, and ongoing review of the ASP.
Customer is responsible for the security of their proprietary and confidential information, as well as properly sanitizing or removing data from products that may be replaced and returned to HPE as part of the repair process to ensure the safeguarding of Customer data. For more
information on Customer responsibilities, including those outlined in HPE Media Sanitization Policy and Media Handling Policy for Healthcare Customers, go to hpe.com/media/handling.
For Customer responsibilities related to the reactive portion of the HPE Complete Care Service, refer to the appropriate data sheet.
Any HPE recommendations, best practices, or technical guidance provided is based upon information provided by the Customer with the intention to assist Customer and is provided at HPE’s discretion. Any implementation of HPE recommendations or HPE best practices can be facilitated through the purchase of associated proactive options, HPE Team Day or HPE Service Credits. HPE recommendations, HPE best practices and technical guidance is general in nature and should be tested by the Customer for applicability to their environment or through additional services available through HPE.
Customers must maintain a separate backup system.
Customers will notify HPE if they use products in an environment that poses a potential health or safety hazard to HPE employees or subcontractors. HPE may require Customers to maintain such products under HPE supervision and may postpone service until they remedy such hazards.
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HPE may update or alter service features and functionality of this service. Customers will receive notifications about updates and changes through Customer’s assigned account team or via the HPE Complete Care Service web page.
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Availability of service features and service levels may vary according to local resources and may be restricted to eligible products and geographic locations.
To obtain further information or to order HPE Complete Care Service, contact an HPE representative and reference the following product numbers:
HPE Complete Care Service contractual service: H2T12BC or HY0X0AC (partners)
HPE Team Day service: HU3V7AC
HPE Service Credits: HU0R5AC
HPE Complete Care Service—Starter Pack: Refer to data sheet
Depending on the point of purchase and the requested service-level option, other product numbers may apply. Consult an HPE representative regarding which product number will best meet Customer specific needs.
© Copyright 2024 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.
This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett Packard Enterprise.
This data sheet may be made available to Customers in multiple languages to facilitate the general understanding of the service, features, or provisions. Except where local law requires the translated version to take precedence, in case of a conflict the English version controls the definition and deliverables of the service.
Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Azure and Microsoft are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Red Hat is a registered trademark of Red Hat, Inc. in the United States and other countries. SAP and SAP HANA are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. VMware is a registered trademark or trademark of VMware, Inc. and its subsidiaries in the United States and other jurisdictions. All third-party marks are property of their respective owners.
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