HPE NonStop Critical Service
HPE Support Services
Service overview
HPE NonStop Critical Service is a comprehensive support solution designed for businesses that run mission-critical applications and cannot tolerate downtime without a significant business impact. HPE NonStop Critical Service offers an integrated set of proactive and reactive services and utilizes an ITIL®-based framework of proven, integrated processes to help you improve availability and performance across your IT infrastructure.
HPE NonStop Critical Service provides an assigned account team composed of highly trained IT professionals. This team will form close working relationships with designated members of your IT management staff and will conduct an assessment of your IT infrastructure in order to gain a clear understanding of your IT goals, and your overall business objectives. The assessment’s results are used to design a strategy and an account support plan that aligns HPE NonStop Critical Service with your overall IT and business initiatives. Subsequently, your account team meets with you quarterly to discuss progress against the account support plan and to help maintain ongoing alignment with your business goals.
HPE NonStop Critical Service connects you directly with HPE Global NonStop Solution Center (GNSC). When a critical incident occurs, HPE employs accelerated recovery processes, and you receive a direct connection to Hewlett Packard Enterprise specialists who then take action to resolve the incident. In addition, your assigned account team of Hewlett Packard Enterprise specialists are equipped with industry-leading remote technologies and tools designed to help minimize downtime and increase productivity.
Hewlett Packard Enterprise recognizes that the elements of your IT infrastructure
If you require proactive attention for any additional device in your IT infrastructure,
Finally, optional proactive services focused on SAP®, ITSM improvements, HPE Education, or HPE Proactive Select services (addressing areas such as virtualization, storage data management, infrastructure optimization, assessments, security, performance analysis, and firmware management) can be purchased to complement your HPE NonStop Critical Service. These additional, optional services allow you to further customize HPE NonStop Critical Service to fit your business and IT requirements.
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HPE NonStop Critical Service helps you improve availability and performance across your IT environment with:
- Access to an assigned team of Hewlett Packard Enterprise specialists who know your business
- Business collaboration, operational and technical advice
- Proactive services across your IT infrastructure
IT%20infrastructure%20or%20environment%20as%20specified%20by%20you%20to%20be%20within%20the%20scope%20of%20HPE%20NonStop%20Critical%20Service. - Change anticipation and change planning
HPE NonStop Critical Service helps you resolve problems quickly, with:
A single point of accountability across your IT infrastructure
IT%20infrastructure%20or%20environment%20as%20specified%20by%20you%20to%20be%20within%20the%20scope%20of%20HPE%20NonStop%20Critical%20Service. Direct connection to technical specialists for critical incidents
Dispatch of hardware specialist for critical hardware incidents
Real-time monitoring of your environment’s stability
Hardware repair commitments
| Feature | Delivery specifications |
|---|---|
| Core features | |
| Assigned account team | Hewlett Packard Enterprise assigns an account team to the Customer’s organization. The team comprised of trained and experienced IT specialists works with the Customer to address the Customer’s business and IT objectives. Members of the assigned account team are:
The assigned account team is the Customer’s advocate and technical focal point for the ongoing support of the IT environment. To help meet Customer objectives, the team works with the Customer to develop and routinely review a mutually agreed-upon account support plan. Additional activities are:
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| Proactive features | |
| Core features | Environment services module core deliverables:
Server services module core deliverables:
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| Optional features |
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Table 2. Proactive features
| Feature or service | Delivery specifications |
|---|---|
| Core features | |
| General description of core proactive features | HPE NonStop Critical Service contains a robust set of proactive services for the mission-critical IT infrastructure. The main component of HPE NonStop Critical Service is an environment module which addresses the proactive needs of the Customer’s overall mission-critical IT infrastructure (as specified by the Customer). Purchase of the HPE NonStop Critical Service environment is mandatory. Throughout the following sections within Table 2, each subtitle is followed by a proactive module title in parentheses, for example, Business collaboration and operational and technical advice (environment). This is to facilitate the understanding of the list of activities performed within each HPE NonStop Critical Service proactive module. |
| Environment services module core deliverables | Hewlett Packard Enterprise will perform the following environment services core deliverables as part of HPE NonStop Critical Service. |
| Business collaboration, operational and technical advice (environment) | Hewlett Packard Enterprise assigned account team works closely with the Customer to build a strong working relationship. HPE builds an understanding of the Customer’s business goals and IT environment in order to facilitate continuing improvements of the IT infrastructure’s performance and availability. Furthermore, HPE works closely with the Customer to develop strong change management processes and procedures. |
| Account support plan (environment) | The account support plan is developed by the ASM after meeting with the Customer’s IT staff. It is aligned with the Customer’s business goals, IT goals, and critical success factors to help improve the operation of the Customer’s IT environment. The plan details the services Hewlett Packard Enterprise will provide by documenting the Customer’s environment and describing the in-depth plan to assist the Customer in meeting internal service-level agreements. Key objectives of the account support plan are to help the Customer mitigate risk and drive continuous improvement. In addition, the account support plan defines roles and responsibilities and documents the Customer’s HPE NonStop Critical Service environment. Quarterly during the contract period, the plan is reviewed with the Customer to discuss progress and adjustments required to match the Customer’s ongoing needs and service alignment. At the beginning of the HPE NonStop Critical Service support period, an audit is performed to obtain a detailed inventory of the Customer’s hardware and software and to record configuration. This information aids Hewlett Packard Enterprise’s troubleshooting processes, supports the Customer’s daily operations, and assists with planning efforts. |
| Support planning and review (environment) | The ASM conducts quarterly on-site support planning and review sessions. During these reviews, the Customer and the ASM review the support provided by Hewlett Packard Enterprise over the previous period, including key topics arising from the support activity report and the outcome of HPE NonStop Critical Service activities. These reviews also provide an opportunity to discuss trends, any planned changes to the Customer’s IT environment and business, and the impact these changes will have on the Customer’s support requirements. Any additional support requirements can be identified and discussed. These reviews provide an open communication forum to help the Customer share their business and IT goals and help align the HPE NonStop Critical Service with the Customer’s needs on an ongoing basis. During these reviews, the ASM may share HPE best practices and provide IT operational and technical advice related to the Customer’s current and future operational needs and projects. |
| Support activity review (environment) | Hewlett Packard Enterprise provides the Customer with a quarterly support-activity report that documents reactive support-call information during that specific period. The report highlights potential risk factors and includes appropriate recommendations. |
| Site environmental survey (environment) | Hewlett Packard Enterprise products are designed to operate within specific power, temperature, airborne contaminant, and humidity ranges. While the Customer is fully responsible for ensuring that the IT environment meets these specifications, HPE periodically (typically together with other scheduled on-site activities) monitors environmental conditions at the Customer site and advises the Customer of any modifications recommended based on such reviews. |
| HPE NonStop eServices Portal | |
| HPE Education planning assistance (environment) | As part of the business collaboration and operational and technical advice activity noted above, the Customer may request a review of training and development that would help improve the IT staff’s technical and process knowledge. If requested, the ASM conducts a brief meeting with the Customer to identify the Customer’s specific training needs and drafts a training plan. The ASM can also provide assistance in contacting the HPE Customer Education Center. The Customer may access training curricula and detailed course descriptions at the HPE Education Services website at hpe.com/ww/learn. As a separate optional activity, the HPE Education Services team can help develop customized courses or end-to-end learning solutions which are tailored to the Customer’s specific training requirements. |
| HPE Service Credits (environment) | For Customers who purchase HPE NonStop Critical Service, Hewlett Packard Enterprise provides 60 HPE Service Credits per year, from the HPE Service Credit Menu. The Customer has the flexibility of choosing an activity from the pre-defined menu addressing areas such as virtualization, storage data management, infrastructure optimization, assessments, performance analysis, and firmware management. Alternatively, the Customer may choose to work with the ASM and use these 60 HPE Service Credits for a customized activity. |
| HPE ITSM Quick Assessment Service (environment) | The assessment is a Hewlett Packard Enterprise facilitated workshop that allows the Customer to compare and contrast their IT infrastructure and processes against their availability and business goals and compare them with ITSM best practices for reliable service delivery. HPE evaluates areas including technology, processes, people, and the physical environment. The results are summarized in a report that identifies strengths and weaknesses in the delivery of the Customer’s IT services and provides recommendations for improving availability levels and mitigating IT risk factors. |
| Server services module core deliverables | Hewlett Packard Enterprise will perform the following server services core deliverables when the Critical Server Services environment is purchased. The server services environment covers the first server and one operating system instance on that server. |
| Operating system patch analysis and management (server) | Patch analysis and management is provided for one HPE NonStop operating system (OS). HPE monitors patch notifications for known critical defects in the OS or previously released patches, evaluates whether the defect may impact the covered environment, and, if warranted, notifies the Customer to discuss possible actions. Quarterly, the Customer and HPE will discuss the recommended patches. HPE will also make recommendations to assist with the change management considerations. HPE provides a customized bundle and report of the recommended patches for Customer installation. HPE provides a customized report of the recommended patches for Customer installation. HPE will provide the latest recommended patches for Customer installation. Additional patch analysis may be ordered to increase the frequency or extend analysis to other versions of operating systems/hypervisors in HPE NonStop Critical Service environment. |
| Server firmware and software analysis and management (server) | Periodically, Hewlett Packard Enterprise releases firmware updates for servers. These updates address potential incidents, provide added functionality, or improve performance. Along with the proper planning to minimize disruption to the Customer’s operations, HPE provides appropriate updates. Quarterly, the Customer and HPE discuss the recommended updates for all servers. On-site installation is also provided for firmware defined by HPE as non-customer installable. HPE will install these firmware updates, if requested by the Customer, either during standard HPE business hours or outside standard HPE business hours at no additional charge to the Customer. HPE will provide telephone assistance for the installation of Customer-installable firmware, if requested by the Customer, during the service coverage window. |
| HPE NonStop Proactive Maintenance Review | Annual delivery of an HPE NonStop Proactive Maintenance Review (PMR) on each HPE NonStop system. PMR provides a technical assessment evaluating the performance and health of an HPE NonStop system, identifying potential system or product issues before they affect Customers’ critical operations. |
| Optional features | Optional features are available at an additional charge. |
| Additional operating system patch analysis and management (server) | If the Customer’s IT environment includes multiple versions of an operating system Hewlett Packard Enterprise will provide additional patch analysis and management, at Customer’s request. This option provides one occurrence of patch analysis and management for one operating system. |
| Additional advice and assistance (environment) | Customers who require additional proactive help may purchase additional advice and assistance to be performed by various members of the Hewlett Packard Enterprise account team. Topics addressed may be either technical or operational. The ASM will assist in determining these activities based on the Customer’s needs. Additional agreed-upon services are provided during standard HPE business hours unless after-hours assistance has been purchased. Please contact your local Hewlett Packard Enterprise representative for further details. |
| Additional hardware advice and assistance (environment) | Additional proactive, customized hardware assistance is available for purchase. Additional agreed-upon services are provided during standard HPE business hours unless after-hours assistance has been purchased. Please contact a local Hewlett Packard Enterprise representative for further details. |
| Additional HPE Service Credits (environment) | This option provides ten (10) HPE Service Credits. The Customer has the flexibility of choosing an activity from the pre-defined HPE Service Credit menu or working with the ASM to define a custom activity based on the Customer’s needs. |
| HPE Education credits (environment) | The Customer may purchase credits for HPE Education to allow staff members to expand and strengthen their technical and process knowledge. |
| Technical Account Manager enhancement (environment) | This option allows the assigned Technical Account Manager (TAM), who is part of the assigned account team, to address in greater depth the IT operations that add value to the Customer’s business, such as business-IT alignment, change management, and risk and availability management. The assigned TAM can also provide additional activity and trend reporting, detailed technical assistance, and best-practice recommendations. The TAM is available Monday through Friday during standard HPE business hours, excluding HPE holidays. |
| Technology-specific services extensions | In many Customers’ IT environments, multiple numbers of hardware and software products require proactive attention and inclusion in the overall IT planning. Hewlett Packard Enterprise provides the proactive features described in the above core technology services modules for the first device. Each additional device is called an extension. The technology-specific services extensions, described below, are designed to provide a consistent proactive experience across the additional hardware and software products included in such environments. Purchase of the technology-specific services extensions requires prior purchase of the associated core technology service module. |
| Critical server services extension (server) | This extension incorporates an additional server into the account support plan, quarterly support planning and reviews, quarterly support activity reviews, periodic server firmware analysis and management, and quarterly patch analysis and management for one OS instance on the server. |
| Reactive features | |
| Core features (available with HPE NonStop Critical Service and HPE NonStop Critical Service Contractual service) | |
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| Optional features | |
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Table 3. Reactive features
| Feature | Delivery specifications |
|---|---|
| HPE NonStop Critical Service Support Services | The following features are available for HPE NonStop Critical Service Support. |
| Priority recovery response to critical hardware and software incidents (24x7) | The Customer can access the dedicated Hewlett Packard Enterprise mission-critical phone number 24 hours a day, 7 days a week. When the Customer calls with a critical hardware or software incident, the Customer is connected to a remote technical support specialist within the HPE Global NonStop Solution Center who specializes in business recovery in complex computing environments, and who has full access to information about the Customer’s systems, and specific support needs. In the case of a hardware issue where an on-site presence may be required, a hardware specialist is dispatched to the Customer’s site in accordance with the hardware reactive service level of the affected device. In addition to the initial troubleshooting, the specialist performs failure data collection and incident definition. The Hewlett Packard Enterprise specialist also employs escalation procedures and engages additional technical specialists, if necessary. For critical incidents (severity 1) and at HPE’s discretion, a post-incident review and root-cause analysis activity may be provided. This activity helps to identify any improvements that could be made by the Customer or HPE in order to help avoid the occurrence of similar incidents, or improve incident handling, in the future. Incident severity levels are defined in “General provisions”. |
| Accelerated escalation management | Hewlett Packard Enterprise employs integrated, accelerated escalation procedures to solve complex support incidents. For the HPE NonStop Critical Service Customer, HPE uses support specialists to resolve the Customer’s critical incidents. If the situation requires additional resources or skills, Hewlett Packard Enterprise management coordinates incident escalation and rapidly enlists key incident-solving specialists throughout HPE. Incident severity levels are defined in “General provisions”. |
| Remote hardware and software incident diagnosis and support | Once the Customer has placed a service request and Hewlett Packard Enterprise has acknowledged 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 solutions 24 hours a day, 7 days a week. HPE will acknowledge the receipt of the service request by logging the call, assigning a case ID, and communicating that case ID to the Customer. HPE retains the right to determine the final resolution of all reported incidents. |
| HPE electronic remote support solution | The Hewlett Packard Enterprise electronic remote support solution provides robust troubleshooting and repair capabilities and can include remote system access solutions. Hewlett Packard Enterprise service specialist will only use the remote system access with the Customer’s prior written authorization as agreed in the account support plan. The remote system access may enable the HPE service specialist to provide more efficient troubleshooting and faster incident resolution. |
| Assistance on non-HPE products | If, during the course of problem resolution on supported products, it is determined the problem lies with another vendor’s product, Hewlett Packard Enterprise will where possible assist the Customer in forwarding the problem to that vendor, provided that the Customer has a valid support agreement with the other vendor. |
| HPE NonStop Critical Service Support Services | The following features are available for HPE NonStop Critical Service Support Services. |
| Access to electronic support information and services | As part of this service, Hewlett Packard Enterprise provides the Customer with access to HPE NonStop eService portal. The Customer has access to:
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| Default hardware reactive support features | |
| 6-hour call-to-repair time commitment | The default hardware support for HPE NonStop Critical Service is 6-hour call-to-repair time commitment, with a 24x7 coverage window. For critical incidents with covered hardware that cannot be resolved remotely, Hewlett Packard Enterprise will use commercially reasonable efforts to return the covered hardware to operating condition within the specified call-to-repair time commitment. For non-critical incidents, or at the Customer’s request, HPE will work with the Customer to schedule an agreed-upon time for the remedial action to commence, and the call-to-repair time commitment will then start at that time. Call-to-repair time refers to the period of time that begins when the initial service request has been received and acknowledged by HPE, as specified in “Service prerequisites”. Call-to-repair time ends with HPE’s determination that the hardware is repaired, or when the reported service request is closed with the explanation that HPE has determined it does not currently require on-site intervention. Repair is considered complete upon HPE verification that the hardware malfunction has been corrected, that the hardware has been replaced or, for eligible storage products, that access to the Customer’s data has been restored. Verification may be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verification of proper operation. At its sole discretion, HPE will determine the level of testing necessary to verify that the hardware is repaired. At its sole discretion, HPE may temporarily or permanently replace the product in order to meet the repair time commitment. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HPE. |
| Up-front audit | Hewlett Packard Enterprise, at its sole discretion, may require an audit on the covered products. If such an audit is required, a Hewlett Packard Enterprise authorized representative will contact the Customer, and the Customer will agree to arrange for an audit to be performed within the initial 30-day timeframe. During the audit, key system configuration information is collected, and an inventory of the covered products is performed. The information gathered in the audit enables HPE to plan and maintain replacement part inventories at the appropriate level and location and allows a Hewlett Packard Enterprise resolution engineer to survey and troubleshoot possible future hardware incidents and complete the repair as quickly and efficiently as possible. At the sole discretion of HPE, the audit may be performed on-site, via remote system access, remote audit tools, or over the phone. If an audit is required by HPE, the hardware call-to-repair time commitment will not take effect until five (5) business days after the audit has been completed. In addition, HPE reserves the right to downgrade service to an on-site response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe unless the delay is caused by HPE. |
| Enhanced parts inventory management | To support Hewlett Packard Enterprise call-to-repair time commitments, an inventory of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an HPE-designated facility. These parts are managed to allow for increased inventory availability and are accessible to Hewlett Packard Enterprise authorized representatives responding to eligible support requests. |
| Replacement parts and materials | Hewlett Packard Enterprise will provide HPE-supported replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available engineering improvements required by HPE to assure supportability of the product. Replacement parts provided by HPE shall be new or functionally equivalent to new in performance. Replaced parts become the property of HPE. Customers who wish to retain, degauss, or otherwise physically destroy replaced parts will be billed and required to pay the list price for the replacement part. Supplies and consumable parts are not supported and will not be provided as part of this service; standard warranty terms and conditions apply to supplies and consumable parts. The repair or replacement of any supplies or consumables is the responsibility of the Customer. Some exceptions may apply; contact Hewlett Packard Enterprise for more information. If a consumable part is eligible for coverage, as determined by HPE, call-to-repair time commitments and on-site response times do not apply to repair or replacement of the covered consumable part. Maximum supported lifetime/maximum usage: Parts and components that have reached their maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer’s operating manual, product QuickSpecs, or the technical product data sheet will not be provided, repaired, or replaced as part of this service. |
| Work to completion | Once a Hewlett Packard Enterprise authorized representative arrives at the Customer’s site, the representative will continue 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 additional parts or resources are required, but work will resume when they become available. Work to completion applies to on-site response time hardware service levels only and may not apply to on-site support provided for desktop, mobile, and consumer products. Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has been replaced. |
| Optional hardware reactive support features (eligible products only) | The following option is only available for eligible products with an additional charge |
| Default software reactive support features | |
| Non-critical software response | Once a non-critical software incident is logged, Hewlett Packard Enterprise will respond to the call within 2 hours after the service request has been logged. HPE provides corrective support to resolve identifiable and Customer-reproducible software product problems. HPE also provides support to help the Customer identify problems that are difficult to reproduce. The Customer receives assistance in troubleshooting incidents and resolving configuration parameters. |
| Software product and documentation updates | As Hewlett Packard Enterprise releases updates to HPE software, the latest revisions of the software and reference manuals are made available to the Customer. 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. For most HPE software updates will be made available through the HPE NonStop eServices portal. The HPE NonStop eServices portal provides the Customer with electronic access to receive and proactively manage software product and documentation updates. |
| License to use software updates | The Customer receives the license to use software updates to HPE for each system, processor, processor core, or end-user software license covered by this service, as allowed by the original Hewlett Packard Enterprise or original manufacturer software license terms. The license terms shall be as described in the HPE software licensing terms corresponding to the Customer’s prerequisite underlying software license, or in accordance with the current licensing terms, including any additional software licensing terms that may accompany such software updates provided under this service. |
| Hewlett Packard Enterprise recommended software and documentation updates method | For HPE software and documentation updates, the recommended delivery method will be determined by Hewlett Packard Enterprise. The primary delivery method for software updates and documentation updates will be via download from the HPE NonStop eService portal. |
| Defective media retention | For eligible products, the defective media retention service feature option allows the Customer to retain defective hard disk or eligible SSD/Flash drive components that the Customer does not want to relinquish due to sensitive data contained within the disk (Disk or SSD/Flash Drive) covered under this service. All Disk or eligible SSD/Flash Drives on a covered system must participate in the defective media retention. |
| Dedicated parts inventory | The Customer may choose to have a dedicated kit of critical hardware replacement parts stored at the Customer site or at a Hewlett Packard Enterprise facility. This inventory, owned by HPE, is dedicated to the Customer’s organization and is actively managed by HPE. This option is available with hardware call-to-repair time commitment only. |
Service level options coverage window
- HPE default Critical Services service coverage window is 24 hours, seven days a week (24x7) with hardware 6 hour call-to-repair (CTR) time commitment.
Table 4. Service level options
| Feature | Delivery specifications | |
|---|---|---|
| Replacement parts and materials | Distance from HPE designated support hub | 6-hour hardware call-to-repair |
| 0–50 miles (0–80 km) | Hours | |
| 51–100 miles (81–160 km) | Hours | |
| Greater than 100 miles (160+ km) | Not available | |
| Service-level options availability | Not all service-level options are available on all products. The service-level options the Customer has chosen will be specified in the Customer’s contract documentation. | |
| Coverage window | The coverage window specifies the time during which the described services are delivered on-site or remotely. Calls received outside this coverage window will be logged at the time the call is placed to Hewlett Packard Enterprise, but will not be acknowledged as described in “General provisions” until the next day for which the Customer has a coverage window. Coverage window options available for eligible products are specified in the service-level options table. All coverage windows are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on service availability. | |
| Default coverage window | ||
| 24 hours, seven days a week (24x7) | HPE NonStop Critical Service is available 24 hours per day, Monday through Sunday including HPE holidays. | |
| Hardware call-to-repair time commitment | The default hardware support level for HPE NonStop Critical Service is 6-hour call-to-repair time commitment. For incidents with covered hardware that cannot be resolved remotely, a Hewlett Packard Enterprise authorized representative will arrive at the Customer’s site to begin hardware maintenance service, after the service request has been acknowledged and logged by HPE, as specified in “Service prerequisites”. | |
| 6-hour call-to-repair time | Hewlett Packard Enterprise will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours, after the service request has been acknowledged and logged by HPE. | |
| Travel zones — hardware call-to-repair time commitment | A hardware call-to-repair time commitment is available for sites located within 50 miles (80 km) of an HPE Enterprise commitment designated support hub. For sites that are located within 51 to 100 miles (81 to 160 km) of an HPE designated support hub, an adjusted hardware call-to-repair time commitment applies, as shown in the table below. Travel zones may vary in some geographic locations. Please note that the call-to-repair time commitment is not available for sites located more than 100 miles (160 km) from an HPE designated support hub. | |
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The Customer will identify a focal point and an internal Customer team to work collaboratively with the Hewlett Packard Enterprise account team in the development, implementation, and ongoing review of the account support plan.
The call-to-repair time commitment is subject to the Customer providing immediate and unrestricted access to the system, as requested by Hewlett Packard Enterprise. The call-to-repair time commitment does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time.
Upon Hewlett Packard Enterprise request, the Customer will be required to support HPE’s remote problem resolution efforts.
The Customer will:
- Start self-tests and install and run other diagnostic tools and programs
- Install Customer-installable firmware updates and patches
- Provide all information necessary for Hewlett Packard Enterprise to deliver timely and professional remote support and to enable HPE to determine the level of support eligibility
- Perform other reasonable activities to help Hewlett Packard Enterprise identify or resolve problems, as requested by HPE
For HPE NonStop Critical Service, HPE strongly recommends that the Customer installs the appropriate HPE remote support solution, with a secure connection to HPE. Also, provide all necessary resources per the HPE remote support solution release notes, to enable the delivery of the service and options.
When an HPE remote support solution is installed, the Customer must also maintain the contact details configured in the remote support solution that HPE will use in responding to a device failure. Contact a local HPE representative for further details on requirements, specifications, and exclusions. For scheduled calls, you shall promptly make the equipment available for remedial activities at the agreed-upon time.
The Customer is responsible for the security of his 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’s data. For more information on Customer responsibilities, including those outlined in the HPE Media Sanitization Policy and Media Handling Policy for Healthcare Customers, go to hpe.com/mediahandling.
If the Customer choose to retain repair parts covered under the Defective Media Retention (DMR) service feature options, it is Customer’s responsibility to:
- Retain covered data-retentive components that are replaced during support delivery by HPE
- Ensure that any sensitive data on the retained component is destroyed or remains secure
- Have an authorized representative present to retain the defective data-retentive component, accept the replacement component, provide HPE with identification information such as the serial number for each component retained hereunder, and, upon HPE request, prepare a document provided by HPE acknowledging the retention of the data-retentive component
- Destroy the retained data-retentive component and/or ensure that it is not put into use again
- Dispose of all retained data-retentive components in compliance with applicable environmental laws and regulations
For data-retentive components supplied by HPE to the Customer as a loner, rental, or lease products, the Customer will promptly return the replacement components at the expiration or termination of support with HPE. The Customer will be solely responsible for removing all sensitive data before returning any such loaned, rented, or leased components or products to HPE. And, HPE shall not be responsible for maintaining the integrity or privacy of any sensitive data that remains on such components.
Open network environment support
The Customer will appoint Hewlett Packard Enterprise as special agent and grant HPE full power and authority to act for the Customer and in the Customer’s name for the limited purposes as set forth below:
- To contact non-affiliate vendor(s) directly to initiate a service call for remote assistance with the Customer’s product
- To follow up directly with non-affiliate vendor(s) until the problem is resolved
- To facilitate communication between non-affiliate vendor(s) and other vendor(s) related to the Customer’s network or between non-affiliate vendor(s) and Hewlett Packard Enterprise during the process of fault isolation and problem resolution
- To provide telephone numbers and call logging instructions for each vendor the Customer wants Hewlett Packard Enterprise to contact on the Customer’s behalf
- To provide contract information that describes the level of service the Customer is to receive from the vendor
If the Customer does not comply with these Customer responsibilities, HPE or a Hewlett Packard Enterprise authorized service provider will not be obligated to deliver the services as described.
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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 manager, in one country. Unless otherwise specified or arranged, proactive and consultative services are performed during standard HPE business hours. Delivery of specific features on technologies in the Customer’s environment (servers, storage, SAN, and networks) is dependent on prior purchase of the appropriate technology service module(s).
This service is available for selected servers, software, storage devices, storage arrays, networks, and storage area networks only. Features of this service may differ, or be limited, based on specific devices or software. Please check with a Hewlett Packard Enterprise sales office for specific limitations or local availability.
The Hewlett Packard Enterprise account team will provide the required proactive deliverables during HPE standard business hours, standard business days, either remotely or on-site, at the discretion of HPE.
Delivery of proactive support outside HPE standard business hours, standard business days can be purchased separately and is subject to local availability.
Hewlett Packard Enterprise retains the right to determine the final resolution of all reported incidents.
The scope of optional Hewlett Packard Enterprise Expanded ITSM Improvement Service does not include any remedial activity, configuration changes, specialized system configuration analysis, or patch or firmware analysis.
Hewlett Packard Enterprise does not act in the capacity of or take on the responsibility of an insurer of security, and states that no security provides absolute protection. While these services represent HPE’s efforts at security, rendered in accordance with industry best practices, no security can provide guaranteed protection.
The following activities are excluded from HPE NonStop Critical Service:
- Troubleshooting for interconnectivity or compatibility problems
- Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by Hewlett Packard Enterprise
- Services required due to failure of the Customer to take avoidance action previously advised by Hewlett Packard Enterprise
- Services that, in the opinion of Hewlett Packard Enterprise, are required due to unauthorized attempts by non-HPE personnel to install, repair, maintain, or modify hardware, firmware, or software
- Operational testing of applications, or additional tests requested or required by the Customer
- Backup and recovery of the operating system, other software, and data
- Services that, in Hewlett Packard Enterprise’s opinion, are required due to improper treatment or use of the products or equipment
Hardware call-to-repair commitment
It will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call-to-repair time commitment can be put in effect.
Hardware call-to-repair time options are specified in the service-level options table. All call-to-repair times are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on availability.
The hardware repair time commitment may vary for specific products.
A call-to-repair time commitment does not apply when the Customer chooses to have Hewlett Packard Enterprise prolong diagnosis rather than carry out recommended server recovery procedures.
If the Customer requests scheduled service, the repair timeframe begins from the agreed-upon scheduled time.
At the discretion of Hewlett Packard Enterprise, service will be provided using a combination of remote diagnosis and support, services delivered on-site, and other service delivery methods. Other service delivery methods may include the delivery via a courier of Customer-replaceable parts such as certain hard disk drives, and other parts classified by HPE as Customer Self Repair (CSR) parts, or an entire replacement product. HPE will determine the appropriate delivery method required to provide effective and timely Customer support and meet the call-to-repair time commitment, if applicable.
In the event that only a Customer-replaceable part is required to return the system to operating condition, the call-to-repair time commitment, if any, shall not apply. In those cases, Hewlett Packard Enterprise intends to ship CSR parts that are critical to the product operation to the Customer location using the fastest locally available commercial carrier option.
Hewlett Packard Enterprise reserves the right to modify the call-to-repair time commitment as it applies to the Customer’s specific product configuration, location, and environment. This is established at the time of support agreement order and is subject to resource availability.
The following activities or situations will suspend the call-to-repair time calculation (if applicable) until they are completed or resolved:
- Any Customer or third-party action or inaction impacting the repair process
- Any automated or manual recovery processes triggered by a hardware malfunction, such as disk mechanism rebuild, sparing procedures, or data integrity protection measures
- Any other activities not specific to the hardware repair but which are required to verify that the hardware malfunction has been corrected, such as rebooting the operating system
- Time for disk mechanism rebuild or sparing procedures
- Any restoration/recovery of compromised data
- Situations where a logical unit number (LUN) may be blocked to preserve data integrity
- Any period of non-availability not directly caused by the hardware fault
Hardware on-site support
At the discretion of Hewlett Packard Enterprise, service will be provided using a combination of remote diagnosis and support, services delivered on-site, and other service delivery methods. HPE will determine the appropriate delivery method required to provide effective and timely Customer support.
An on-site response time will not apply if the service can be delivered using remote diagnosis, remote support, or other service delivery methods described earlier.
Software
For all the servers that are included in the HPE NonStop Critical Service environment, if the Customer has not purchased the operating system license and the related reactive support from a third-party, then software support must be purchased for each license and/or device that is covered under this service.
Software updates are not available for all software products. When this service feature is not available, it will not be included in this service.
For some products, software updates include only minor improved features. New software versions must be purchased separately.
Limitations to the defective media retention and comprehensive defective material retention service feature options
The defective media retention and comprehensive defective material retention service feature options apply only to eligible data retentive components replaced by Hewlett Packard Enterprise due to malfunction. They do not apply to any exchange of data retentive components that have not failed.
Data retentive components that are specified by HPE as consumable parts and/or have reached the maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer’s operating manual, the product QuickSpecs, or the technical data sheet are not covered by this service.
Defective media retention service and comprehensive defective material retention service coverage for options designated by HPE as requiring separate coverage, if available, must be configured and purchased separately.
Failure rates on these components are constantly monitored, and HPE reserves the right to cancel this service with 30 days’ notice if HPE reasonably believes that the Customer is overusing the defective media retention or comprehensive defective material retention service feature option (such as when replacement of defective data retentive components materially exceeds the standard failure rates for the system involved).
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For call-to-repair commitment, an up-front audit may be required by Hewlett Packard Enterprise. It will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call-to-repair time commitment can be put in effect. The hardware call-to-repair time commitment will not take effect until five business days after the audit has been completed. Until such time, service will be delivered at a 4-hour on-site response time service level for the covered hardware.
Hewlett Packard Enterprise recommend that the Customer install and operate the appropriate HPE remote support solution, with a secure connection to HPE, in order to enable the delivery of the service. Also, if HPE determines that the best practice for a particular technology is to install firmware, and software updates remotely.
For hardware on-site response time options, HPE strongly recommends that the Customer installs and operates the appropriate HPE remote support solution, with a secure connection to HPE, to enable the delivery of the service.
For hardware call-to-repair time commitments, HPE requires that the Customer installs and operates the appropriate remote support solution, with a secure connection to HPE, to enable the delivery of the service.
Installation of Customer-installable firmware and software is Customer’s responsibility. If the Customer requests that HPE installs Customer-installable firmware and software updates, additional charges will apply. Any additional charges to the Customer will be on a time-and-materials basis, unless otherwise previously agreed in writing by the Customer and HPE.
HPE will acknowledge a call by logging a case, communicating the case ID to the Customer, and confirming incident severity and time requirements for commencement of remedial action.
Note: For events received via the HPE electronic remote support solutions, HPE is required to contact the Customer, determine the case severity, and arrange access to the system before the hardware call-to-repair, or on-site response time period can start. Incident severity levels are defined in “General provisions”.
To be eligible to purchase this service, the Customer must be properly licensed to use the revision of the software product that is current at the beginning of the support agreement period; otherwise, an additional charge may be applied to bring the Customer into service eligibility.
For Customers with licenses to firmware-based software products (features implemented in firmware activated by the purchase of a separate software license product) or licensed firmware, the Customer must also have, if available, an active HPE Software Support agreement to receive, download, install, and use related firmware updates. HPE will provide, install, or assist the Customer with the installation of firmware updates as previously described in this document only if the Customer have 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 original manufacturer software license terms.
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Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services unless otherwise specified as part of a service feature description.
Hardware support for on-site response time and call-to-repair time commitments, as well as software support for remote response time, may differ depending on incident severity. You determine the incident severity level.
Incident severity levels are defined as follows:
- No impact: The Customer has a general question or need for information.
- Minor: The Customer has identified an isolated or localized problem that does not significantly impact their business operations.
- Major: The performance of the system or application has been interrupted and there is a risk of recurrence; intermittent failures or interrupts are impacting the business operations significantly.
- Critical: The system or application is down or at high risk; business cannot be conducted, or there are continual failures or data corruptions.
Travel charges may apply; Customer need to consult local HPE office.
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To obtain further information or to order HPE NonStop Critical Service, contact a local Hewlett Packard Enterprise sales representative and reference the following product numbers:
Service coverage requires the existence of a valid HPE NonStop Critical Service Environment module at all times.
- Enhanced parts inventory management and up-front audit are included with the call-to-repair time commitment option only; they may not be sold separately.
- Dedicated parts inventory management is available as an additional option with hardware call-to-repair commitment service level only.
© Copyright 2023 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.
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