• Greater ability for your IT resources to stay focused on their core tasks and priorities
• Helps reduce planned and unplanned downtime on covered HPE hardware or software
• Problem diagnosis and support through trained HPE experts on HPE infrastructure for SAP HANA
• Help optimize your HPE solution
• Provides recommendations and HPE Lifecycle Services designed to help keep your SAP HANA solution at a supported version and to help minimize interoperability issues
• Helps minimize the impact to your business users based on SAP HANA changes affecting your HPE infrastructure for SAP HANA
• Simple end-to-end lifecycle management

• HPE Solution-level Reactive Support
• HPE Solution Lifecycle Planning Service
• HPE Lifecycle Services Suite

Table 1. Service features

You must have an active HPE support agreement for the hardware and software that make up the eligible HPE integrated solutions to be eligible for coverage under this HPE COE Service for SAP HANA. You must also have an active support agreement with SAP for all SAP products in the HPE integrated solution as set forth under Customer Responsibilities. HPE is not liable for the performance or non‑performance of third-party vendors, their products, or their support services.

Notwithstanding your applicable HPE support agreement, upon your purchase of this HPE COE Service for SAP HANA, any on-site response or call-to-repair commitments for critical incidents for the covered hardware will start when the HPE’s SAP HANA COE has made the determination that the cause is attributable to the covered HPE hardware. For call-to-repair coverage, the time ends with HPE’s determination that the hardware is repaired, or when the service request is closed with the explanation that HPE has determined that no on-site intervention is required. The call-to-repair time commitment is subject to you providing immediate and unrestricted access to the hardware and does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If you request scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time. Please refer to your applicable support agreement for more details regarding the features of your underlying hardware and software support coverage.

Your installation of any additional software, hardware, tools, or application servers on the HPE infrastructure hosting the SAP HANA database is not covered by this service. Hardware additions that comply with HPE approved capacity expansion guidelines as referenced in the associated HPE QuickSpecs are eligible for coverage under this service. Excluded tools and extensions include, but are not limited to anti-virus tools, monitoring tools, backup and recovery tools, and OS extensions not included with the deployed configuration.

In the event of a support issue, you may be required to remove any ineligible hardware, software, or tools for fault isolation. Additional fault isolation may determine that re-installation of the software or tools are not compatible for further use.

In cases where SAP collaborative support is utilized, support is provided directly from SAP based upon your coverage window for SAP products as dictated by your support agreement with SAP.

HPE Solution-level reactive support

HPE collaboration with SAP service feature requires you to have an active support agreement with SAP and to take the steps necessary with SAP to enable HPE to initiate calls on your behalf. You must also provide HPE with all appropriate information in order to do so and you remain responsible for performance of your obligations under such agreements, including payment of all applicable fees, including any fees that may apply as a result of logging calls. Otherwise, HPE will not be able to transfer such calls and assumes no responsibility for failure to do so and you are fully responsible for placing a service call directly with SAP.

Eligibility for this service is contingent upon your proper and periodic maintenance of your HPE firmware and software versions, operating system versions, operating system patches and SAP HANA database versions to keep them at HPE supported version levels.

As noted above, you are responsible for removing any ineligible unapproved hardware, software, or tools as advised by HPE to allow HPE to perform lifecycle delivery and support.

HPE Solution Lifecycle Planning Service

In order for HPE to perform the biannual HPE Solution Lifecycle Planning Service, HPE will provide data collection instructions and tools, and require you to provide identified information including software and firmware versions on HPE infrastructure covered under this agreement. You must allow HPE to install and run HPE provided/HPE owned tools (“Proprietary Service Tools”) on the covered hardware and software in order for HPE to perform the Lifecycle Planning Services. In addition to collecting system information, HPE requires your involvement to furnish details on operational and business requirements including technical refresh schedules.

HPE Lifecycle Services Suite

The Customer will request HPE Lifecycle Services delivery by opening a support case with HPE’s SAP HANA COE team or by request to the HPE Account Support Manager (ASM), if applicable. The Customer is also responsible for assigning a designated person to participate in the service delivery planning meeting and follow-on service activity.

This HPE COE Service for SAP HANA must be purchased for each eligible HPE Solution for SAP HANA in your environment that requires solution-level support, HPE Solution Lifecycle Planning Service and HPE Lifecycle Services delivery from the HPE Lifecycle Services Suite. Please refer to the supported systems section for a list of eligible products for coverage under this service.

This support service does not include assistance with troubleshooting incidents related to virtualized SAP HANA environments. Documents and reviews are delivered in English.

For delivery of these services, HPE may use resources outside the country of purchase, unless otherwise specified as part of a service feature description.

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

Excluded from this service are activities such as, but not limited to the following areas:

• Advisory services for SAP HANA migration, database backup and recovery strategies
• Backup planning and recovery considerations
• Solution design
• Security considerations
• System administration

These HPE Lifecycle Services are not available on standalone HPE Solution Building Blocks (Compute and Storage Blocks) for SAP HANA. The HPE Lifecycle Services listed above are not available for delivery during the HPE shutdown in the last 2 weeks of December.

Given the complexity of these upgrades/updates, these upgrades/updates are not considered Customer installable by HPE. HPE recommends installation are performed by HPE trained specialists under HPE’s Lifecycle Services offering. Any upgrades performed by Customer are at Customer’s risk and any assistance associated with the upgrade process or issues resulting from an upgrade is subject to HPE’s time and materials rates.

Eligibility for this service requires the HPE Factory Express Deployment Service for SAP HANA and the HPE Rapid Deployment Service for SAP HANA, which are purchased separately from this service.

HPE Solutions for SAP HANA

Eligible HPE Solutions for SAP HANA with active support contracts are eligible for the HPE COE Service for SAP HANA with the following guidelines:

• Each HPE Solution for SAP HANA must include HPE Linux Subscriptions (either SUSE Linux Enterprise Server for SAP or Red Hat Enterprise Linux for SAP Solutions).
• Order HPE Serviceguard Quorum and SAP HANA Cockpit servers separately or use exiting servers.
• This support service does not include troubleshooting incidents related to virtualized SAP HANA environments.
• Specific configuration requirements are identified for each eligible configuration within the appropriate supported products list section by Intel® generation:

  • HPE Solutions for SAP HANA based on the Intel® Xeon® (Ice Lake) architecture
  • HPE Solutions for SAP HANA based on the Intel Xeon (Cooper Lake) architecture
  • HPE Solutions for SAP HANA based on the Intel Xeon (Cascade Lake) architecture

HPE Solutions for SAP HANA based on the Intel Xeon (Ice Lake) architecture

• R8D88A — HPE DL360 Gen10+ SAP HANA Scale-up Tracking

  • Please contact your local sales representative for specific eligibility and ordering guidance.
• R8D87A — HPE DL380 Gen10+ SAP HANA Scale-up Tracking with the specified configuration requirements as follows:

  • Platinum or Gold Processor. See Table 2 for specific processors. Gold Processors may be ordered based on sizing data.
  • Memory. Choice of DRAM only or DRAM and Persistent Memory. Must match Table 3 or 4.
  • Primary storage and optional Dual-Purpose storage must match Table 5 or 6 for sizes up to 8 TB. For 10 TB and 12 TB configurations, please contact your local sales representative for specific eligibility and ordering guidance.
  • If SAN based backup is required, quantity 1 of P9D94A — HPE StoreFabric SN1100Q 16Gb Dual Port Fibre Channel HBA or R2E09A HPE SN1610Q 21Gb 2p FC HBA must be included.

Table 2. Processors

Travel charges may apply in some geographic locations. Please contact your local Hewlett Packard Enterprise representative for details. Service deliverables are accepted upon delivery.

This service is available and orderable with eligible HPE infrastructure for SAP HANA for the HPE COE Service for SAP HANA as part of HPE Tech Care Service or HPE Complete Care Add-On Service.

HPE Lifecycle Services for SAP HANA are delivered remotely. For an on-site delivery option for these services, a custom quoted service may be available, contact your Hewlett Packard Enterprise sales representative for details.