NBD

Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding HPE holidays.

NBD on-site response for covered hardware: Cases received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage day.

Once a software case is logged, an HPE solution center engineer responds to the case within two hours during the coverage window.

24x7

24x7: Service is available 24 hours per day, 7 days per week, including HPE holidays.

4-hour on-site response for covered hardware.

CTR

24x7: Service is available 24 hours per day, 7 days per week, including HPE holidays.

6-hour CTR time: For critical incidents (Severity 1), HPE will return the covered hardware to operating condition within six hours.CTR%20time%20for%20hardware%20issues%20begins%20when%20the%20initial%20case%20has%20been%20received%20and%20acknowledged%20by%20HPE%20or%20at%20the%20start%20time%20for%20work%20scheduled%20in%20agreement%20with%20you%2C%20as%20specified%20in%20the%20Hardware%20call-to-repair%20%0Asection.%20CTR%20time%20ends%20with%20HPE%E2%80%99s%20determination%20that%20the%20hardware%20is%20repaired%2C%20or%20when%20the%20incident%20is%20closed%20with%20the%20explanation%20that%20HPE%20has%20determined%20that%20no%20on-site%20intervention%20is%20required.

Availability of CTR times depends on the Customer’s proximity to an HPE designated support hub, as described in the Travel zones section. For noncritical incidents (Severity 2 or 3), or at your request, HPE will work with you to schedule an agreed-upon time for the remedial action to begin, and the CTR time will then start at that time. Incident severity levels are defined in the General provisions section.

Hardware support

Remote problem diagnosis and support

Once the Customer has submitted the case and HPE acknowledges its receipt as described in the General provisions section, HPE works during the coverage window to isolate the hardware incident and remotely troubleshoot, remedy, and resolve the incident with the Customer. Prior to any on-site assistance, HPE may initiate and perform remote diagnostics using an electronic remote support solution to access covered products, or HPE may use other means to facilitate remote incident resolution.

HPE provides telephone assistance during the service coverage window for the installation of Customer-installable firmware or parts classified by HPE as Customer Self-Repair (CSR) parts.

On-site hardware support

For hardware incidents that cannot, in HPE’s judgment, be resolved remotely, an HPE authorized representative provides on-site technical support on covered hardware products to return them to operating condition. Once an HPE authorized representative arrives at your site, the representative continues to deliver the service, either on-site or remotely, at the discretion of HPE, until the products are repaired. Work may be temporarily suspended if parts or additional resources are required, but work will resume when available.

Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has been replaced. Also, at the time of on-site technical support delivery, HPE may:

• Install available engineering improvements for covered hardware products to help you ensure proper operation of the hardware products and maintain compatibility with HPE supplied hardware replacement parts.
• Install available firmware updates defined by HPE as noncustomer installable for covered hardware products that, in the opinion of HPE, are required to return the covered product to operating condition or to maintain supportability by HPE.

At the Customer’s request, HPE will install critical firmware updates during coverage hours. HPE defines these updates as noncustomer installable for covered hardware products. The HPE product division recommends critical firmware updates for immediate installation.

Replacement parts and materials

HPE provides HPE supported replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available engineering improvements to help assure the supportability of the product.

Firmware updates for selected products

As part of this service, the Customer has the right to use firmware updates for hardware products covered by this service, subject to all applicable license restrictions in HPE’s current standard sales terms. Such updates are made available through the Nutanix LCM tool or by opening an HPE Support Case and engaging an HPE Support technician. The LCM tool can be found at portal.nutanix.com/page/documents/details/?targetId=Web-Console-Guide-Prism-v55%3Alcm-lcm-overview-c.html.

For Customers with licenses to firmware-based software products (features implemented in firmware activated by the purchase of a separate software license product), they must also have, if available, active HPE Hardware Support coverage or an active HPE Software Support agreement on the firmware-based software products to receive, download, install, and use related firmware updates.

HPE provides, installs, or assists the Customer with firmware updates, as previously described in this document. This is applicable only if the Customer has the license to use the related software updates for each system, socket, processor, processor core, or end-user software license as allowed by the original HPE or manufacturer software license terms.

Basic Software Support and Collaborative Call Management for third-party software on eligible HPE hardware products

Basic Software Support provides 24x7 phone support for selected independent software vendor (ISV) software that resides on hardware covered by HPE Foundation Care. For Basic Software Support, HPE will investigate and attempt to resolve problems by asking the Customer to apply fixes that are available or known to HPE.

In some cases, the support may be limited to communicating the known fix available through installing a software update or patch. Also, the Customer will be directed to available sources for the applicable updates or patches because access to the known fix requires additional service contracts with the respective ISV. If the case is still unresolved, then Collaborative Call Management can be initiated at the Customer’s request.

If HPE determines that a problem is caused by a selected ISV product and the problem is not resolved by applying known available fixes, HPE will, at the Customer’s request, initiate Collaborative Call Management with the ISV. This support is provided only in cases where appropriate active support agreements are in place with selected ISVs. The Customer must take necessary steps to ensure that HPE can submit cases on their behalf for the limited purpose of placing a support case with the vendor.

HPE will engage the ISV and provide information about the issue, as obtained during the Basic Software Support service case. Once the case has transitioned to the ISV, it is then the ISV’s responsibility to resolve the issue, which will be subject to the support levels of the agreement between that ISV and the Customer. Once the ISV is engaged, HPE will close the HPE case, but the Customer or ISV can resume the service issue with HPE if needed by referencing the original case identification number.

Basic Software Support and Collaborative Call Management apply only to select ISV software when that software is not under HPE support. When HPE Software Support covers the ISV software, the support is provided as described in the Software support section of this table.

Note: For a list of the third-party software products eligible for Basic Software Support and Collaborative Call Management, refer to hpe.com/services/collaborativesupport.

Periodic maintenance

For more information on eligible products that will receive periodic maintenance services as part of this service, contact the HPE sales representative.

If periodic maintenance is included, an HPE authorized representative will contact the Customer to arrange for the periodic maintenance at a mutually agreed-upon time. This maintenance occurs during local HPE standard business hours, excluding HPE holidays, and within the required scheduled interval defined in the product maintenance schedule unless otherwise agreed by HPE in writing. Any services outside HPE standard business hours may be subject to additional charges.

HPE plans the necessary periodic maintenance activities while identifying and communicating any prerequisites when contacting the Customer to schedule the service. The Customer must provide access to the product, ensure that the prerequisites have been met, and supply any consumables such as filters and chemicals required during product maintenance.

Software support

Access to technical resources

The Customer can access HPE technical resources via telephone, electronic communication, or fax (where locally available) to help resolve software implementation or operations problems.

Software support

HPE provides corrective support to resolve identifiable and Customer-reproducible software product problems. This support helps identify problems that are difficult to reproduce, assist in troubleshooting problems, and determine configuration parameters for supported configurations.

Once a software case is logged, an HPE Solution Center engineer responds to the case within two hours. Cases received and answered outside the service coverage window will be logged the next day for which the Customer has a service coverage window (may vary by geographic location).

Installation advisory support

Limited advisory support is provided and is restricted to basic advisory assistance if the Customer encounters difficulties while performing a software product installation or advice on proper installation methods and updating of standalone applications. 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 the Customer through an installation from start to finish. These services are available for an additional charge and can be purchased separately from HPE.

Software features and operational support

HPE provides information, as commercially available, on current product features, known problems and available solutions, and operational advice and assistance.

Other features

Access to electronic support information and services

As part of this service, HPE provides access to certain commercially available electronic and web-based tools. The Customer can access:

• Certain capabilities made available to registered users with linked entitlements, such as downloading selected HPE software patches, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users.
• Expanded web-based searches of technical support documents to facilitate faster problem solving and certain HPE proprietary service diagnostic tools with password access.
• A web-based tool for submitting questions directly to HPE. The tool helps to resolve problems quickly with a pre-qualification process that routes the case to the resource qualified to answer the question. It also allows the status of each case submitted to be viewed, including cases submitted by telephone.
• HPE and third-party hosted knowledge databases for certain third-party products, where the Customer can search for and retrieve product information, find answers to support questions, participate in support forums, and download software updates; third-party access restrictions may limit this service.
• The Software Updates and Licensing portal gives electronic access to receive, proactively manage, and plan for software product updates; access to the portal is through the HPE Support Center.

Escalation management

HPE has established formal escalation procedures to facilitate the resolution of complex incidents. Local HPE management coordinates incident escalation, enlisting the skills of appropriate HPE resources to assist the Customer with problem solving.

HPE electronic remote support solution

For eligible products, the HPE electronic remote support solution provides robust troubleshooting and repair capabilities. It can include remote system access solutions and offer a convenient central point of administration and an enterprise view of open incidents and history. An HPE support specialist only uses the remote system access with the Customer’s authorization.

The remote system access may enable the HPE support specialist to provide more efficient troubleshooting and faster case resolution.