Data sheet
HPE Complete Care Service—Assigned Technology Specialist
HPE Services – Contractual Support Service
Service overview
This addendum to the HPE Complete Care Service data sheet describes HPE Complete Care Service—Assigned Technology Specialist (“ATS”), an optional service feature of HPE Complete Care Service.
This optional service feature is designed to differentiate and elevate the HPE Complete Care Service support experience by providing a focused expert service to help the Customer manage, plan, and operate their select HPE technology platforms.
The Customer is required to have HPE Complete Care Service support coverage on the underlying infrastructure to be eligible for this optional service feature. Under HPE Complete Care Service, a mutually agreed-upon and executed Statement of Work (SOW) details the precise features provided based on the ATS service features (see Table 1). When purchasing these optional services, Customers are required to meet the required prerequisites, as identified in this data sheet, to be eligible for these services for inclusion under the mutually agreed SOW.
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- Assigned expertise: An HPE technology specialist is assigned to the Customer and is part of the overall HPE Complete Care Service account team.
- Trusted and informed advisor: Customers have planning and strategic discussions with the HPE technology specialist who has an in-depth understanding of the specific HPE technology and how it is used in the overall HPE landscape of combined solutions under HPE Complete Care Service. Customers can establish an ongoing trusted relationship for in-scope HPE products related matters in the supported environment.
- Knowledge sharing: Customers can enhance their technical capabilities and experience by working with an HPE assigned technology specialist who has in-depth technical knowledge of the specific HPE technology.
- Staying ahead of what’s next: As part of the assessment and improvement planning reviews, Customers can plan for future changes to their HPE infrastructure or related operations. For example, lifecycle events such as patching, upgrades, or migration.
Table 1. Service features
As noted previously, a mutually agreed SOW details the services set forth in the table based on the following service features:
| Feature | Delivery specifications |
|---|---|
| HPE assigned remote technology specialist | This service feature includes access to an assigned remote HPE technology specialist with expert knowledge of HPE technology to be supported, who provides these in-scope service features designed to help Customer avoid problems and accelerate time to value. The HPE technology specialist works closely with other members of the HPE Complete Care Service assigned account team. The service is delivered remotely, and the assigned technology specialist will be available to provide this guidance at the frequency and hours as set forth in the SOW. |
| Initial platform profiling | The HPE assigned technology specialist creates and documents a profile specific to the supported HPE Complete Care Service and HPE specific infrastructure. Working with the Customer, this resource also provides an initial assessment to document the current supported HPE Complete Care Service environment topology, Customer skills on the specific HPE infrastructure, and existing processes as well as Customer-specific business objectives specific to the supported HPE technology and HPE Complete Care Service infrastructure. The initial assessment may include HPE recommendations intended to help identify potential improvement opportunities for future consideration by the Customer. These services are aligned with the overall HPE Complete Care Service account management activities. Any implementation of HPE recommendations is outside the scope of this service feature. |
| Assessment and improvement planning reviews | Under this service feature, the HPE technology specialist and Customer review and update on a quarterly basis the initial profile and assessment. As part of these operational reviews, HPE may make recommendations and/or identify potential issues in areas such as configuration matters, operational process deficiencies, and skill gaps for the consideration of the Customer. The output of each operational review performed by HPE is documented and the Customer profile is updated as required. Any suggested HPE improvement or remediation activities provided as part of the output may be further reviewed in the enhanced advice and guidance sessions. Any implementation of HPE improvement or remediation activities is outside the scope of this service feature. |
| Enhanced incident support | This service feature provides the Customer with an enhanced engagement for incident activities on supported platforms. The HPE technology specialist provides this enhanced incident support through focused attention to the Customer’s incidents. More specifically, the HPE technology specialist is notified of all Customer support cases and actively engage on complex support incidents acting as the triage team lead for complex issue resolution and engaging the technical escalation manager, if needed. The trend analysis and recommendations feature of this enhanced incident support provides review of Customer’s support incidents in order to help identify issues and may include potential recommendations. This information can be used by the Customer for status meetings to help analyze trends and offer improvement recommendations. These services are aligned with the overall HPE Complete Care Service account management activities. Any implementation of HPE recommendations is outside the scope of this service feature. This service scales to the size of the environment. Customers may increase the number of allocated enhanced incident support days through the change management process described in the SOW. |
| Enhanced advice and guidance | This service feature consists of regular strategic and operational reviews with the HPE technology specialist at the cadence set forth in the SOW, subject to the minimum number of sessions as described in the following. During these reviews, various specific topics may be discussed particular to the HPE Complete Care Service supported HPE infrastructure. These include practical guidance related to potential improvement recommendations, connectivity, configuration, interoperability, capacity planning, cost optimization, workload planning, upgrade planning, and backup and recovery to security features. Number of sessions: A minimum of four sessions per annum per technology are required as part of the initial service scope and maybe increased based on environment size and/or Customer’s requirements. Session scheduling: The Customer is required to schedule sessions with the HPE technology specialist to discuss any of the in-scope topics described previously. Session duration: Each session duration will not exceed two hours in length. If the topic requires additional time, then HPE will advise the Customer of the time required and allocate it accordingly. This is if enough sessions are available, or the Customer may increase the number of sessions through the change management process described in the SOW. |
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- HPE Complete Care Service—Assigned Technology Specialist is an optional extension of HPE Complete Care Service and can be purchased as part of an HPE Complete Care Service SOW.
- Customers are required to have HPE Complete Care Service coverage on the HPE technology.
Product eligibility varies. Contact a local HPE sales office or HPE sales representative for information on product eligibility or visit the supported product list for more details.
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- All services are delivered remotely.
HPE Complete Care Service—Assigned Technology Specialist has limitations and exclusions that include but are not limited to the following:
- Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services.
- Delivery of these services may be limited to English language only.
- HPE is not responsible for the performance or nonperformance of third-party vendors, their products, or their support services.
- Services do not include network design, consulting, integration, and configuration services.
- Services do not include out-tasking services such as day-to-day system administration.
- HPE Complete Care Service—Assigned Technology Specialist availability is from Monday to Friday, local business hours. HPE holidays are excluded.
- If any HPE Complete Care Service—Assigned Technology Specialist service coverage terms extend past the term of the HPE Complete Care Service SOW or starter pack service, and the SOW or starter pack service is not renewed under the HPE Complete Care Service coverage prior to expiration, then the HPE Complete Care Service—Assigned Technology Specialist service will cease upon termination of the HPE Complete Care Service SOW or starter pack service. No refunds will be provided for the HPE Complete Care Service—Assigned Technology Specialist service as a result of nonrenewal of the SOW or starter pack service.
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HPE Complete Care Service—Assigned Technology Specialist has Customer responsibilities that include but are not limited to the following:
- Customer will notify the HPE technology specialist and ASM of changes to the supported HPE product(s) and HPE Complete Care Service infrastructure in a timely manner.
- Customer is responsible for the collection and provision of any Customer-owned data that may be required by the HPE assigned technology specialist for the development of advice, guidance, or recommendation specific to the Customer’s HPE environment.
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