• Provides a review and analysis of the current firmware revision level for the HPE product for which these services are purchased
• Provides recommendations for updating firmware to help improve the compatibility and availability of the product within your IT environment
• Helps your IT resources to stay focused on their core tasks and priorities
• Delivers the service at a mutually scheduled time convenient to your organization between the hours of 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding HPE holidays

• Planning and preparation
• Data gathering
• Analysis and report preparation
• Report presentation
• HPE technology products included (see Table 3)

Table 1. Service features

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.

Services will be provided up to a maximum of four (4) hours and are limited specifically to the provision of firmware update analysis services for the specific product for which the analysis services are purchased. Any unused hours within the four (4) hours allotted for each firmware service update analysis purchased are not eligible for credit and may not be used for the provision of these services on any other products or provision of any other services or products.

These services are limited to HPE’s recommendations only and are intended to help the Customer identify and evaluate firmware updates and potential benefits of such updates if implemented. They are based upon the information available at the time of the analysis, including the accuracy and completeness of any information provided by the Customer, and such recommendations are limited to the scope of the products covered. These recommendations are provided to help reduce the risk of version compatibility problems, but do not help eliminate the possibility that such issues may arise.

The Customer agrees to allow HPE to install HPE owned and HPE provided software tools to locally collect, analyze, and consolidate the appropriate version recommendations for the purposes of providing these services. Any data gathered during delivery will remain at the Customer’s site. During the planning and preparation phase, HPE will meet with the Customer to review the on-site delivery requirements. Upon completion of the services, HPE will provide and review the firmware analysis report with HPE’s recommended firmware versions for the supported HPE servers, storage, and networking products with the Customer and deinstall and remove the HPE owned software tools.

This service is limited to selected HPE products at a single physical Customer location.

Unless specified in this document or in a separate Statement of Work (SOW), activities such as, but not limited to, the following are excluded from this service:

• Any right to patches, firmware updates, fixes, or other software
• Follow-up activities, including but not limited to, implementation of any recommendations; services to implement recommendations are available in a separate HPE Services engagement for an additional fee
• Installation or configuration of any hardware or software products
• Loading, management, migration, or manipulation of the Customer’s production data
• Operational testing of applications or troubleshooting of interconnectivity or compatibility, network compatibility, or other problems
• Any remedial or corrective activity, configuration changes, or firmware or patch installation

The Customer must meet certain prerequisites prior to the beginning of service, including the following:

• The Customer must allow the HPE service specialist to use the appropriate HPE configuration collection tools to gather firmware and software revision information
• This service must be purchased for each HPE product that will require a firmware analysis. Multiple quantities of this service may be required to complete one firmware update analysis engagement

The Customer will:

• Provide a suitable work area for delivery of the service, including access to an outside telephone line, power, and any network connections required
• Allow HPE full and unrestricted access to all locations where the service is to be performed
• Contact an HPE service specialist within 90 days of date of purchase to schedule the delivery of the service
• Assign a designated person from the Customer’s staff who, on behalf of the Customer, will grant all approvals, provide information, and otherwise be available to assist HPE in facilitating the delivery of this service during the scheduled delivery day(s)
• Assign or make available knowledgeable resources to provide the information required by HPE during the scheduled delivery day(s), including any IT staff for presentation of HPE’s findings
• Provide information about any specific known issues that exist in the Customer’s IT environment
• Ensure that all service prerequisites as identified in the Service eligibility and Customer responsibilities in this document have been met
• Adhere to licensing terms and conditions regarding the use of any HPE service tools used to facilitate the delivery of this service, if applicable
• Provide HPE with timely access to use its data collection tools during the scheduled delivery day(s)
• Provide all required information in a timely manner that supports delivery per the agreed-upon schedule
• Make sure all information provided to HPE is complete, accurate, and up to date

If the Customer purchases the optional on-site delivery method, the Customer will be required to provide an appropriate Microsoft Windows platform to host the required data collection, analysis, and report generation tools and software. The Customer must allow this computer to be connected to the devices to be analyzed and for configuration data collection. If this is not possible, the Customer will need to provide HPE with the required configuration data in order for HPE to provide these services.

HPE reserves the right to charge, on a time and materials basis, for any additional work over and above the service package pricing that may result from work required to address service prerequisites or other requirements that are not met by the Customer.

HPE’s ability to deliver this service is dependent upon the Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of any information and data the Customer provides to HPE.

Any services provided outside of HPE standard business hours may be subject to additional charges.

Travel charges are not included and may apply; consult your local HPE office.

Check with a local HPE authorized representative to find out whether a specific location is eligible for this service. Activities such as, but not limited to, the following are excluded from this service:

• Any services not clearly specified in this document
• 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

The following supplemental terms apply to these services and take precedence in the event of any conflict:

• Upon receipt of an acceptable order, HPE will contact the Customer within seven (7) business days to organize a service delivery date. Service delivery dates are subject to resource availability and may be scheduled up to 30 days from the order acceptance date
• The Customer must schedule and receive delivery of these services within 180 days from order acceptance. HPE reserves the right to reprice for services not scheduled and delivered within 180 days. Backorders or shipment delays may affect the delivery timeline. Orders for services will expire after 365 days (one year) from the order acceptance date for services not scheduled and delivered, and the Customer will not be entitled to a refund for the unused services

This service is structured as a block of four hours of time for the HPE service specialist during the hours specified. Most engagements will require multiple quantities of this service, depending on the type and number of HPE products to be analyzed. To order the HPE Firmware Update Analysis Remote or Onsite Service, contact an HPE sales representative or authorized HPE reseller to estimate the quantity of Service recommended to analyze the desired set of HPE products. Reference the product numbers in Table 2. This service is also available via redemption of the HPE Service Credits. See the HPE Services Credit menu technical white paper.

Table 2. List of SKUs