HPE Complete Care Service — Starter Pack
HPE Packaged Support Services
Service description
HPE Complete Care Service—Starter Pack is a set of packaged support offerings, available for purchase as described here. It provides the HPE Complete Care Service relationship management and environment service features as detailed in this data sheet. It also offers a mechanism for Customers to purchase the HPE Complete Care Service support service coverage through the purchase of these services, along with HPE Complete Care Service Add-on service for each product in the Customer’s IT environment. The HPE Complete Care Service—Starter Pack along with add-on services provide an alternative to purchasing HPE Complete Care Service under a custom statement of work (SOW). When purchasing the starter pack services, there are three different experience levels to choose from, each offering a different set of service features:
- HPE Complete Care Service — Starter Pack standard
- HPE Complete Care Service — Starter Pack basic
- HPE Complete Care Service — Starter Pack entry
For more details on the different experience levels refer to the Service Feature table.
Customers choose the HPE Complete Care Service—Starter Pack that best fits their needs and then add products into the service environment by ordering the applicable HPE Complete Care Service Add-on service for each product. This extends the starter pack service features, as detailed in this data sheet, to those products through the term of the starter pack service.
HPE Complete Care Service—Starter Pack does not include proactive technical services for HPE products, however, Customers add such services through the separate purchase of HPE Service Credits. The starter pack service and HPE Service Credits are enabled by Customer placement of an acceptable order pursuant to this data sheet.
-
HPE Complete Care Service—Starter Pack is designed to help Customers consistently meet their service-level targets and other business objectives by providing:
- An easy and quick up-front attach method to purchase HPE support services for the Customer’s entire IT environment (versus on a per device basis)
- Proactive issue identification and advice on mitigation of risks
- Access to HPE experts who can augment Customer’s capabilities, with the overall goal to help reduce risk, increase productivity, address peak workloads and emerging projects, and free up Customer time to focus on strategic business objectives
- Flexible reactive support options
- Priority access to HPE experts who are aware of the Customer’s environment and can help rapidly address any critical issues
- Flexible proactive support options, delivered by HPE experts, who complement Customer’s capabilities and can free up Customers to focus on other priorities
- Advanced remote technologies and tools designed to reduce downtime and increase productivity
- An assigned account team focused on Customer’s IT environment and business objectives that provides a single point of contact within HPE, helps to ensure that the Customer’s relationship with HPE meets their expectations and verifies delivery of all service options as agreed upon
- Access to the OpsRamp platform, allowing Customers to monitor, manage, and operate their entire IT environment regardless of the location of those IT assets—on-premises or cloud native
-
HPE Complete Care Service—Starter Pack offers three service relationship management experience levels including assigned HPE resources that understand the Customer’s business and IT objectives and work to ensure that these needs are met.
Subject to any limitations as set forth herein, HPE Complete Care Service — Starter Pack standard, basic, and entry services establish the following features.
Table 1. HPE Complete Care Service — Starter Pack feature highlights
| Feature | Delivery specifications | | |
|---|---|---|---|
| Experience level | Standard | Basic | Entry |
| Assigned account team | The HPE assigned account team are the Customer’s advocate and operational and/or technical focal point for HPE Complete Care Service. These resources coordinate the delivery of all features of HPE Complete Care Service. This includes optional proactive deliverables, as well as monitoring of issues, patches, and advisories that could impact the Customer environment. In addition, these resources provide certain service features as more specifically detailed here. | ||
| HPE assigns the following account resources to the Customer’s organization:
| HPE assigns the following account resources to the Customer’s organization:
| HPE assigns the following account resource to the Customer’s organization:
| |
| Account support planning | This service feature provides the development of an account support plan (ASP) by the ASM in partnership with the Customer IT staff. The ASP documents the purchased reactive and proactive support, devices, geographic coverage, and any other support aspects. The ASP also details roles and responsibilities based on purchased service features along with contact information and escalation procedures, which will be confirmed with the Customer. The ASP will be updated proactively by the ASM as required. | Same as HPE Complete Care Service standard except update frequency of the ASP is semi-annual. | Same as HPE Complete Care Service standard except the ASP is developed by the Service Advisor and updated semi-annually. |
| Service implementation management | At the beginning of the HPE Complete Care Service support coverage period, an implementation manager orchestrates the service on-boarding. This may include interfacing with the Customer and introducing the Customer to the assigned account team, or the account team may act as facilitators while the implementation manager coordinates activities in the background. | Same as HPE Complete Care Service standard. | Same as HPE Complete Care Service standard. |
| Inventory management | At the beginning of the HPE Complete Care Service support coverage period, the assigned account team will develop an inventory of all the products covered under the Customer’s HPE Complete Care Service environment and document this in an inventory workbook. The assigned account team will help manage changes with the Customer on an ongoing basis to maintain this inventory throughout the life of the service support coverage period. This is designed to help the Customer ensure that all products the Customer wants supported under the HPE Complete Care Service environment are covered. | Same as HPE Complete Care Service standard, provided by assigned account team. | Same as HPE Complete Care Service standard, provided by the Service Advisor. |
| Service planning and review | The assigned account team conducts quarterly service planning and review sessions during which the Customer and the account team reviews the service features provided by HPE over the previous period, including key topics arising from the support activity report. These reviews also provide an opportunity to discuss trends, any current or planned changes to the Customer’s IT environment and business, and the potential impact of these changes on the Customer’s support requirements. | The assigned account team conducts semi-annual service planning and review sessions during which the Customer and the account team reviews the service features provided by HPE over the previous period, including key topics arising from incident reporting. These reviews also provide an opportunity to discuss trends, any current or planned changes to the Customer’s IT environment and business, and the potential impact of these changes on the Customer’s support requirements. | The Service Advisor conducts semi-annual service planning and review sessions during which the Customer and the Service Advisor review the service features provided by HPE over the previous period, including key topics arising from incident reporting. These reviews also provide an opportunity to discuss trends, any current or planned changes to the Customer’s IT environment and business, and the potential impact of these changes on the Customer’s support requirements. |
| These review sessions provide an open communication forum to help the Customer share the business and IT goals of their organization. During these review sessions, the HPE account resources may share the HPE best practices and provide advice related to the Customer’s current and future operational needs and projects. Other HPE resources may participate in these meetings, as determined by the ASM or Service Advisor. | |||
| Support activity review | HPE provides the Customer with a quarterly report that documents reactive support incident information during that specific period. The report may also highlight potential risk factors and include HPE suggested recommendations. | N/A (see Incident report) | N/A |
| Incident report | N/A (this information is included in the Support activity review report) | HPE provides a semi-annual incident report that documents reactive support incident information during the specified period. | N/A |
| Operational and technical advice | Working with the Customer, the HPE assigned account team take an active role in providing advice and guidance regarding the routine delivery of services related to the Customer’s covered environment. This service feature is intended to provide brief guidance to Customers. Substantial requests for assistance, as determined by HPE at its discretion, are outside the scope of this service feature, but may be funded using HPE Service Credits or HPE Team Day. The ASM will advise the Customer when a request requires credits or team days and the amount required. | N/A (see Operational assistance) | N/A (see Operational assistance) |
| Operational assistance | N/A (included as part of Operational and technical advice) | Working with the Customer, the HPE assigned account team will provide basic operational assistance regarding the routine delivery of services related to the Customer’s covered environment. This service feature is intended to provide brief guidance to Customers. Substantial requests for assistance, as determined by HPE at its discretion, are outside the scope of this service feature, but may be funded using HPE Service Credits. The Service Advisor will advise the Customer when a request requires credits and the amount required. | Same as HPE Complete Care Service basic. |
| one-year subscription service for one named user. (Renewals excluded) Explore the HPE Digital Learner content provided with your service. | For new HPE Complete Care Service Customers, one-year HPE Digital Learner Silver subscription for one named user. Subscription is activated in year 1 of the HPE Complete Care Service contract, for detailed terms and conditions refer to the HPE Digital Learner Service Data sheet. HPE Digital Learner Silver transforms the best of traditional learning into a modern learning-as-a-service solution. Your subscription provides a continuous learning channel to keep skills updated — at your own pace and schedule — through year-round access to training for HPE solutions and premier industry technologies. This solution offers flexibility to meet your training needs and complements traditional learning. | For new HPE Complete Care Service Customers, one-year HPE Digital Learner Bronze subscription for one named user. Subscription is activated in year 1 of the HPE Complete Care Service contract, for detailed terms and conditions refer to the HPE Digital Learner Service Data sheet. HPE Digital Learner Bronze transforms the best of traditional learning into a modern learning-as-a-service solution. Your subscription provides a continuous learning channel to keep skills updated — at your own pace and schedule — through year-round access to training for HPE solutions. This solution offers flexibility to meet your training needs and complements traditional learning. | N/A |
| HPE Support Center | HPE provides a comprehensive online resource for available knowledge, tools, and services. This one-stop IT site offers self-solve tools, personalized assistance, online help and forums, and access to certain comprehensive multi-vendor and multi-platform IT content. | ||
| HPE education planning and assistance | Upon Customer request, the ASM can conduct a high-level review of the Customer’s training and development needs. The ASM can also provide assistance in contacting HPE Education Services. The Customer may access training curricula and detailed course descriptions on the HPE Education Services website at hpe.com/ww/learn. | Same as HPE Complete Care Service standard. | Same as HPE Complete Care Service standard except the assistance is provided by the Service Advisor. |
| Environment Intelligence | ITOps is intended to help Customers monitor, manage, and operate their entire IT environment regardless of the location of those IT assets—on-premises or cloud native. The service enables the collection and enrichment of inventory data and allows Customers to optimize their implementation processes and create observability of incidents and actions that drive the best outcomes for their IT business. For more information and for additional terms and requirements refer to the ITOps data sheet. | Same as HPE Complete Care Service standard | Same as HPE Complete Care Service standard |
| Feature | Delivery specifications |
|---|---|
| Service feature | Deliverable description |
| HPE Service Credits | HPE Complete Care Service—Starter Pack Customers purchase HPE Service Credits that may be used for a range of technical services to help proactively maintain and optimize the products under the HPE Complete Care Service—Starter Pack environment. The Customer has the flexibility to choose an activity from the predefined technical service credits menu, or to work with their assigned account resource (either ASM or Service Advisor, as applicable) to define a custom activity based on the Customer’s needs. Further information regarding service limitations, Customer responsibilities, general provisions, exclusions, and terms and conditions can be found in the HPE Service Credits data sheet. The data sheet shall apply to any purchase of such credits and is incorporated herein by reference. The HPE Service Credits eligible for purchase to complement the Customers’ HPE Complete Care Service—Starter Pack are specifically the ten (10) credit block offerings. Customers may scale the number of credits required to meet the needs of their organization by ordering multiple quantities of the ten (10) credit blocks and associated duration periods. |
| HPE Team Day Service | This optional service feature is ordered per quantity (number of days) of team days needed by the Customer. The HPE Team Day service provides the Customer with the flexibility to customize tasks beyond the scope of the standard technical services. Highly trained technical service specialists can assist the Customer with a variety of operational, optimization, and assessment activities. Refer to the HPE Team Day data sheet for more information. The HPE Team Day service data sheet shall apply to any purchase of team days and is incorporated herein by reference. Note 1: Additional charge for off-hours option Note 2: Team days cannot be used for HPE Lifecycle Services for SAP® and HPE Performance Optimization services for SAP |
-
HPE Complete Care Service—Starter Pack is a set of fixed price offerings that provides the HPE Complete Care Service relationship management and environment features set forth in this data sheet. These services do not include any reactive support features or product-specific technical proactive services. Customer must purchase such services separately via HPE Complete Care Service Add-on services and HPE Service Credits, respectively.
HPE Complete Care Service—Starter Pack is designed to be sold together with or prior to the purchase of HPE Complete Care Service Add-on service. Refer to the Service Limitations section of the HPE Complete Care Service Add-on service data sheet for actions required when the add-on coverage period differs from the starter pack service coverage period, and impact to such support if those actions are not taken.
The scope of the HPE Complete Care Service—Starter Pack environment is restricted to the IT environment under the direct day-to-day management of one IT organization, in one country.
HPE Service Credits, specifically the 10 credit block offerings, are available for purchase with HPE Complete Care Service—Starter Pack. If the coverage term of HPE Service Credits extends past the coverage term of the starter pack service, Customers will still be able to redeem their remaining credits until the end of the duration term associated with the service credits. However, the assigned account resource provided under the purchased HPE Complete Care Service—Starter Pack (either ASM or Service Advisor, as applicable) will no longer be available to help Customers plan the use of their credits. Customers can self-manage credit balances and select items from HPE Support Center. Customers requiring credit planning assistance from an ASM should redeem the Credit Planning Service from the service credits menu.
HPE Service Credits are available for selected HPE servers, software, storage devices, storage arrays, networks, and SANs only. Features of these services may differ, or be limited, based on specific devices or software. Check with an HPE sales representative for specific limitations or local availability.
The HPE assigned account resources provide the required proactive deliverables during HPE standard business days and hours, excluding HPE holidays, either remotely or on-site, at the discretion of HPE. Delivery of proactive support outside HPE standard business hours on standard business days can be purchased separately and is subject to local availability.
-
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.
Customer will identify a focal point and an internal Customer team to work collaboratively with the HPE assigned account team in the development, implementation, and ongoing review of the ASP.
-
Local availability: Customer may order support from the current HPE Complete Care Service—Starter Pack offerings. Some offerings, features, and coverage (and related products) may not be available in all countries or areas.
To obtain further information or to order HPE Complete Care Service — Starter Pack, contact an HPE representative or authorized HPE reseller and reference the following product numbers:
HPE Complete Care Service — Starter Pack
The service may be ordered as a 3-, 4-, or 5-year packaged service, or as a contractual service.
| HPE Complete Care Service — Starter Pack — standard | HPE Complete Care Service — Starter Pack — basic | HPE Complete Care Service — Starter Pack — entry |
|---|---|---|
|
|
|
HPE Service Credits
This optional service feature may be ordered in ten (10) credit blocks with durations of 1, 3, 4, and 5 years. The HPE Service Credit packages provide 10 credits per year for each year of the purchased duration period. For example, one 5-year package provides a total of 50 credits to be used over the 5-year duration period.
- HU0R5A1 — HPE 1Y Service Credits Qty 10 SVC
- HU0R5A3 — HPE 3Y Service Credits Qty 30 SVC
- HU0R5A4 — HPE 4Y Service Credits Qty 40 SVC
- HU0R5A5 — HPE 5Y Service Credits Qty 50 SVC
- HU0R5AC — HPE Service Credits 10 Per Yr SVC
HPE Team Day
This optional service feature is ordered per quantity of team days needed by the Customer. Refer to the data sheet for more information.
- HU3V7A1 — HPE Complete Care Service Team Day SVC
- HU3V7AC — HPE Complete Care Service Team Day SVC
© Copyright 2025 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.
SAP is the trademark or registered trademark of SAP SE or its affiliates in Germany and in other countries. All third-party marks are property of their respective owners
a00117424enw, Rev. 3