• Service planning and coordination
• Service deployment
• Installation verification tests (IVTs)
• Customer-orientation session

Table 1. Service features

The Customer must meet the following prerequisites to be eligible for service delivery:

• The Customer’s existing computer operating system platforms must be supported by and compatible with the HPE Recovery Manager Central Software products being installed.
• The Customer’s HPE Storage products must be fully operational in a configuration and environment supported by HPE, and connectivity must be available and operational.
• The Customer must install any recommended host, SAN, or application software upgrades, patches, device drivers, host agents, or multipathing software before delivery of the on-site services.
• The Customer is responsible for providing servers/workstations and network provisioning (including appropriate connectivity to the Customer’s production environment) that meet the HPE Recovery Manager Central Software requirements.
• The Customer must ensure that applications or virtual machines are installed, configured, and operational; that application servers or virtual machines are in a supported configuration; and that application data or virtual machines reside on the HPE Storage product.

The service is delivered as a single event for one physical site for one (1) HPE Recovery Manager Central Software product. Activities such as, but not limited to, the following are excluded from this service:

• Integration with any hardware or software components, cloud storage solutions not supported by the HPE Storage product or HPE Recovery Manager Central Software
• Implementation of software revisions, including hot fixes, patches, service packs, or upgrades from prior versions, on the Customer’s existing SAN, host, and application environment
• Movement of the Customer’s databases from an existing storage system to an HPE Storage product; data migration is available as a separate service
• Configuration of more than two (2) databases for an SAP HANA environment, or more than one (1) node, or at more than a single Customer site, or catalyst copy, or scripting; configuration of additional database instances, nodes, and/or sites can be accommodated at additional cost
• Configuration of more than one (1) database in a single instance for HPE Recovery Manager Central with Oracle, on more than one (1) managing host, or at more than a single Customer site; configuration of additional database instances, managing hosts, and/or sites can be accommodated at additional cost
• Configuration of more than one (1) database instance for HPE Recovery Manager Central with SQL Server, more than one (1) managing host, more than a single-node SQL Server cluster, or more than a single Customer site; configuration of additional database instances, managing hosts, nodes, and/or sites can be accommodated at additional cost
• Configuration of more than 500 mailboxes for HPE Recovery Manager Central with Exchange, more than a single-node cluster, or more than a single Customer site; configuration of additional mailboxes, nodes, and/or sites can be accommodated at additional cost
• Loading the OS on virtual machines for HPE Recovery Manager Central Software, configuration of more than a single 2-node cluster or more than a single standalone host with more than a total of 10 virtual machines, or activities at more than a single Customer site; configuration of additional clusters or standalone hosts, virtual machines, and/or sites can be accommodated at additional cost
• Installation of a customized web server configuration, installation of software (SQL Server or MySQL), database conversion, delivery of performance analysis, or troubleshooting
• Design or implementation of high-availability and other complex configurations, such as host clustering, except for host clustering as specifically stated earlier
• Design or implementation of host-based logical volumes and associated file system structures
• Redesign or reconfiguration of the existing array for hardware upgrades or software add-ons, including hardware reconfiguration

  • Installation of HPE OS upgrades
• HPE OS and software downgrades; downgrades are limited to currently supported software versions compatible with the HPE Storage hardware configuration only
• Performance testing or modeling
• Installation or configuration of any additional products, including but not limited to servers, host operating systems, host agent software, multipathing software, host bus adapters, network, SAN fabric, and enterprise backup software
• Migration of existing data to a new array or to a new configuration within an existing array
• Loading, management, or manipulation of the Customer’s data
• Operational testing of applications or troubleshooting of interconnectivity, network, compatibility, or problems not related to the HPE Storage product
• Backup, recovery, and support of the OS, other software, and data
• Any restoration/recovery of compromised data
• Any services not clearly specified in this document

The Customer will:

• Contact an HPE service specialist within 90 days of the date of purchase to schedule service delivery
• Coordinate deployment activities on third-party–maintained hardware or software (if applicable) with the service specialist
• Ensure that all service prerequisites as identified in the Service limitations section have been met before delivery of the on-site (or installation) services
• Complete and return the prerequisite HPE predelivery checklist to the service specialist at least two weeks before the start of on-site service delivery, including array configuration information, as necessary
• Assign a designated person from the Customer’s staff who, on behalf of the Customer, will grant all approvals; provide information; ensure that all hardware, firmware, and software that the HPE service specialist will need to deliver this service are available and that software products are properly licensed; and otherwise be available to assist HPE in facilitating the service delivery
• Ensure the availability, at all times during service delivery, of one or more individuals who will provide administrator-level access to the systems where the work is to be performed
• Provide all necessary network and administration assistance to enable on-site and remote connectivity to the HPE Storage product that will support installation of HPE Recovery Manager Central Software, where applicable
• Deliver all necessary administration to enable end-to-end connectivity of the HPE Storage product, including network, SAN fabric, and host
• Provide server and network provisioning that meet requirements for additional software products
• Ensure that any and all prerequisite HPE OS, firmware, or driver dependencies for the environment are addressed before on-site service delivery begins, including loading the OS on virtual machines used to demonstrate HPE Recovery Manager Central
• Provide test/sample data used in service delivery, when applicable
• Adhere to licensing terms and conditions regarding the use of any HPE service tools used to facilitate the service delivery and, if applicable, support tools used to provide ongoing remote monitoring
• Be responsible for all data backup and restore operations
• 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
• Perform other reasonable activities to help HPE identify or resolve problems, as requested by HPE

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 the Customer cannot meet.

HPE reserves the right to re-price this service if the Customer does not schedule and provide for subsequent delivery within 90 days of the purchase.

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.

The service is delivered during local HPE standard business hours. Service delivery outside these hours is available at additional charge.

This service is delivered as a single, contiguous event. If Customer resource availability or other Customer restrictions delay installation or require additional visits beyond the defined scope of the service, additional charges may apply.

This service may be delivered remotely, at HPE’s discretion. If the Customer requests on-site delivery, additional charges may apply.

Travel charges may apply; consult a local HPE office.

Activities such as, but not limited to, the following are excluded from this service:

• Service deployment on hardware not covered by an HPE warranty or service maintenance contract
• Service deployment on hardware covered by a third-party maintenance contract
• 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
• Service required due to causes external to the HPE maintained hardware or software
• Any services not clearly specified in this document
• 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
• To the extent HPE process personal data on the Customer’s behalf in the course of providing services, the HPE Data Privacy and Security Agreement Schedule — HPE Support and Professional Services found at hpe.com/us/en/legal/customer-privacy.html shall apply

The following supplemental terms apply to these services and take precedence in case 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 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.

To obtain further information or to order the HPE Recovery Manager Central Software Installation and Startup Service, contact a local HPE sales representative and reference the following product numbers:

• For HPE Recovery Manager Central for HPE 3PAR order:

HA124A1#5WW (H7RD1E) HPE Recovery Manager Central Startup Service for HPE 3PAR

• For HPE Recovery Manager Central for HPE Primera order:

HA124A1#V01 (H7RD3E) HPE Recovery Manager Central Startup Service for HPE Primera

• For HPE Recovery Manager Central for HPE Nimble Storage order:

HA124A1#5ZW (H7RD2E) HPE Recovery Manager Central Startup Service for HPE Nimble Storage

Not part of the scope of the services in this data sheet, also the following consultative solution deployment services are available.

• Order H5UR7A1 for the HPE RMC Solution for SAP HANA on HPE 3PAR Level 1 Service (Provides HPE 3PAR snapshots only). Support SAP HANA TDI environment for Customers requiring an automated scripted solution and HPE ConvergedSystem. The service includes support for up to five SAP HANA SIDs, HA124A1#5WW or HA124A1#V01 or HA124A1#5ZW is a prerequisite for this service.
• Order H7RF6A1 for the HPE RMC Solution for SAP HANA on HPE 3PAR Level 2 Service (Provides HPE 3PAR snapshots and Express Protect Backup protect backup to HPE StoreOnce). Support SAP HANA TDI environment for Customers requiring an automated scripted solution and HPE ConvergedSystem. The service includes support for up to five SAP HANA SIDs, HA124A1#5WW or HA124A1#V01 or HA124A1#5ZW is a prerequisite for this service.
• Order H7RF7A1 for the HPE RMC Solution for SAP HANA on HPE 3PAR Level 3 Service (Provides HPE 3PAR snapshots, Express Protect Backup to HPE StoreOnce, and Catalyst Copy to HPE StoreOnce). Support SAP HANA TDI environments for Customers requiring an automated scripted solution and HPE ConvergedSystem. The service includes support for up to five SAP HANA SIDs, HA124A1#5WW or HA124A1#V01 or HA124A1#5ZW is a prerequisite for this service.
• Order H1WV1A1 for the HPE RMC Solution for SAP HANA on HPE 3PAR Custom SoW Service (Provides a custom scripted solution for SAP HANA, HPE 3PAR, and HPE StoreOnce). Supports SAP HANA TDI environment for Customers requiring an automated scripted solution and HPE ConvergedSystem. HA124A1#5WW or HA124A1#V01 or HA124A1#5ZW is a prerequisite for this service.