Data sheet
HPE Hyper Converged 380 Software and Firmware Update Service
Support Services
The HPE Hyper Converged 380 Software and Firmware Update Service provides planning, service deployment, and installation of HPE Hyper Converged 380 software and firmware updates.
The HPE Hyper Converged 380 updates can include HPE Hyper Converged StoreVirtual, hardware SPP, Hyper Converged 380 management UI, and VMware® ESXi and vCenter updates. Since each update for the HPE Hyper Converged 380 may not include updates to all components, please read the ordering instructions carefully to make sure proper service expectations are met.
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- Installation and startup by a Hewlett Packard Enterprise technical specialist
- Availability of a Hewlett Packard Enterprise service specialist to answer basic questions during the delivery of this service
- Delivery of the service at a mutually scheduled time convenient to your organization
- Verification prior to installation that all service prerequisites are met
| Feature | Delivery specifications |
|---|---|
| Service planning | A Hewlett Packard Enterprise service specialist will plan all the necessary activities, including the identification of any prerequisites, and schedule the delivery of the service at a time mutually agreed upon by HPE and the Customer, which shall be during local HPE standard business hours excluding HPE holidays, unless otherwise agreed upon by HPE. Any services provided outside of HPE standard business hours may be subject to additional charges. |
| Service deployment | For the specified HPE Hyper Converged 380 cluster, the following deployment tasks will be performed, if included in the specific Hyper Converged 380 update:
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| Installation verification tests (IVT) | Hewlett Packard Enterprise will run the appropriate installation verification tests required for this service. |
| Customer orientation session | Upon completion of the installation, the Hewlett Packard Enterprise service specialist will conduct an orientation session on product usage and special features and will be available to answer questions, as appropriate. |
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The following activities are excluded from this service:
- Backup, recovery, and support of the operating system, other software, and data
- 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
- If the HPE Hyper Converged 380 update includes a VMware ESXi update, one additional ISS Implementation Assistance Service day (HK928A1) must be included in the order.
- The onsite service is delivered as a single event at one physical site on a single HPE Hyper Converged 380 Cluster.
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- Customers are eligible for the delivery of this service if they meet the following prerequisites:
- The Customer must provide a suitable physical operating environment for the array product, including implementation of any recommendations made by HPE as a result of the site inspection.
- To be eligible to purchase this service, the Customer must be properly licensed to use a currently supported revision of the software at the time the installation begins; otherwise, additional charges may be applied to bring the Customer into service eligibility.
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The Customer will:
- Contact a Hewlett Packard Enterprise service specialist within 90 days of date of purchase to schedule the delivery of the service
- Ensure that all service prerequisites as identified in the 'Service eligibility' section have been met
- 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 Hewlett Packard Enterprise service specialist will need in order to deliver this service are available and that software products are properly licensed; and otherwise be available to assist HPE in facilitating the delivery of this service
- Adhere to licensing terms and conditions regarding the use of any Hewlett Packard Enterprise service tools used to facilitate the delivery of this service, if applicable
- 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 Hewlett Packard Enterprise full and unrestricted access to all locations where the service is to be performed
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Hewlett Packard Enterprise 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.
Hewlett Packard Enterprise reserves the right to re-price this service if the Customer does not schedule and provide for subsequent delivery within 90 days of purchase.
Hewlett Packard Enterprise’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.
Activities such as, but not limited to, the following are excluded from this service:
- Service required due to causes external to the Hewlett Packard Enterprise maintained hardware or software
- Any services not clearly specified in this document
Please check with a local HPE authorized representative to find out whether a specific location is eligible for this service.
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For more information on Hewlett Packard Enterprise support services, contact any of our worldwide sales offices or visit the following website: www.hpe.com/services/support
© Copyright 2016 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.
VMware is a registered trademark or trademark of VMware, Inc. in the United States and/or other jurisdictions.
4aa6-8420enw, October 2016