• Reduce risk of unplanned disruption while expanding capacity of your IT environment
• Help optimize system performance
• Enable your IT resources to stay focused on core tasks and priorities

• Planning and preparation for implementation of services
• Validation and reconfiguration tasks as a result of the added hardware

Table 1. Service features

This service is available on regular HPE Workdays (excluding weekend days and HPE holidays) during country-specific HPE standard business hours.

The Customer will:

• Assign a designated person to participate in the service planning meeting and follow-on service activity.
• Perform all identified Customer responsibilities in a timely manner.
• Ensure that the designated person is assigned and who, on behalf of the Customer, will grant all approvals, provide information, and confirm that the hardware, firmware, and software needed to deliver this service are available. They will also make sure that software products are properly licensed and otherwise be available to assist HPE in facilitating the delivery of this service. For non-HPE branded software, you must have in place the necessary agreements with HPE and/or the third-party vendor to receive upgrades and/or patches for the software.
• The designated person will be:

  • Responsible for all the Customer aspects of the assigned work efforts
  • Authorized to make all decisions relative to the project, including identification and assignment of Customer resources
  • Available and able to interface with the HPE assigned resources on day-to-day issues throughout the project
  • Authorized to sign status reports and approve project changes
  • Able to coordinate all work efforts and meeting schedules
• Provide suitable virtual private network (VPN) or other suitable connectivity as required for the delivery of remotely delivered services.
• Provide HPE with the necessary access to Customer building facilities and computer room facilities, as well as access credentials for logging into all servers, databases, and services for the service planning, as applicable.
• Provide a suitable work area for delivery of the service, including access to an outside telephone line, power, and any network connections required.
• At the discretion of HPE, install remote connectivity tools and proprietary software service tools.
• Allow HPE full and unrestricted network access to all locations where the service is to be performed on-site.
• Ensure that all service prerequisites have been met.
• Advise HPE of any special security, health, and safety matters applicable to the Customer site where the service is to be provided.
• Provide to HPE, on request, any information that HPE may reasonably request about the execution of the service.
• Coordinate all required internal/third-party participation and cooperation.
• Assign or make available experienced subject matter and technical experts, upon request or as needed.
• Purchase or provide all hardware, software, licenses, staff, current maintenance contracts, and environments necessary for HPE to deliver the service.
• Ensure that all information provided by the Customer is complete, accurate, and up to date.
• Perform other reasonable activities to help HPE identify, implement, or resolve problems, as requested by HPE.
• Ensure system availability at a mutually agreed upon time. If system availability delays exceed 120 minutes from the agreed upon time, service delivery may be cancelled and rescheduled by HPE.
• Provide contact information, including email address details, for delivery of service materials.
• Be responsible for all SAP HANA database activities as requested by HPE including: startup and shutdown, backup and restore operations, fail-over and fail-back testing, replication validation, and SAP HANA database operational testing of applications.
• Be responsible for the re-installation of third-party software removed during the delivery of this service.

• HPE delivers the service remotely at a mutually scheduled time window convenient to your organization between Monday 8:00 a.m. and Friday 5:00 p.m. local time, excluding HPE holidays. Local time is defined as the location time of the physical location of the system. Off-hours delivery can be provided at an additional charge.
• The Lifecycle service listed above are not available for delivery during the HPE shutdown the last 2 weeks of December.
• All HPE activities including documents and reviews are delivered in English.
• Activities such as, but not limited to, the following are excluded from this service:

  • Installation of any hardware or cabling
  • Loading, management, migration, or manipulation of your production data
  • Operational testing of applications and/or the SAP HANA database
  • Any upgrade or installation of any remote tools present (such as HPE Systems Insight Manager, HPE Insight Remote Support, and HPE 3PAR Service Tools)

An HPE Hardware Installation Service, covering the physical hardware installation, is a requirement to order this service.

The following eligible HPE Solutions for SAP HANA that are eligible for this service must have an active support contract with a minimum of HPE Proactive Care Service or HPE Tech Care Service support with HPE or authorized HPE reseller.

• HPE ConvergedSystem 500 Scale-up for SAP HANA
• HPE Superdome Flex/D3710 Special Edition (Skylake generation)
• The following eligible HPE Predefined Configurations must be covered under HPE COE service for SAP HANA or HPE Complete Care for SAP HANA support contracts. The final configuration after capacity expansion must comply with the configuration requirements as described in the Supported Systems Section in the respective service data sheet.

  • HPE DL560 Scale-up Predefined Configurations (Cascade Lake generation)
  • HPE Superdome Flex/D3710 Scale-up Predefined Configurations (Cascade Lake generation)
  • HPE Superdome Flex 280 Scale-up Predefined Configurations (Cooper Lake generation)
• OS versions and server firmware must be at a compatible version as specified by HPE. If OS versions and/or server firmware is not at a compatible version, HPE offers Lifecycle Services for version updates that can be purchased separately as a prerequisite for eligibility for these services.
• Only systems running SLES for SAP® or RHEL for SAP Solutions operating systems are eligible for this service.
• For all software, including non-HPE branded software SLES for SAP or RHEL for SAP Solutions operating systems, you must have:

  • Rightfully acquired the license or subscription as well as the updates to be implemented and be properly licensed to use the software that includes the provision for operating system and the updates
  • Retain and provide to HPE upon request, evidence that the license or subscription was purchased
  • Have a valid HPE support contract and provide a valid HPE Service Agreement ID (SAID) for the HPE Solutions for SAP HANA that will receive this service
• HPE Solutions for SAP HANA that have been modified and/or customized into unsupportable configurations are not eligible for this service.
• You must be running or allow HPE to run the appropriate HPE tools to enable the service.
• This service is not available on virtualized HPE Solutions for SAP HANA environments.
• The following are not covered by these Capacity Expansion Services and are available with a custom quote:

  • HPE CS900 Solutions (scale-up and scale-out)
  • HPE Superdome Flex/HPE 3PAR Predefined Configurations (scale-up and scale-out)
  • Scale-out HPE ConvergedSystem for SAP HANA including CS500 scale-out, CS900 scale-out, and HPE Superdome Flex/HPE 3PAR scale-out Predefined Configurations
  • Conversion of CS500 scale-up from 2 sockets to 4 sockets
  • Conversion of CS500 with internal storage to CS500 with external storage
• Please contact your local Hewlett Packard Enterprise representative for assistance with custom quotes.

• Any documentation provided as part of the service will be provided electronically in Microsoft Office and/or Adobe Acrobat formats.
• HPE resource time is dependent upon the Customer’s compliance with required prerequisites and participation.
• 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 are not met by the Customer.
• HPE’s ability to deliver the services is dependent upon Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of information and data the Customer provides to HPE.
• 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.
• Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services.
• 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 support 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 non-HPE 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
• 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 after 365 days (1 year) from the order acceptance date for services not scheduled and delivered and Customer will not be entitled to a refund for the unused services.

For each hardware expansion order, Customer must purchase the associated HPE Installation Service and the applicable Capacity Expansion service as detailed below.

Additionally, in order for continued HPE support eligibility for Customer’s existing SAP HANA system, the Customer must order support for the new hardware at the support level as the existing system being expanded.

• HPE Add Memory Service

  • SKU — HL3U2A1 — HPE Add Memory for SAP HANA Service — Order quantity 1 per system being expanded
• HPE Add Chassis Service

  • SKU — HL3U3A1 — HPE Add Chassis for SAP HANA Service — Order quantity 1 per system being expanded. This service must be sold together with HPE Add Memory Service and is only applicable for HPE SD Flex/D3710 Scale-up configurations
• HPE Add D3710 Dual Purpose Service

  • SKU — HL3U4A1 — HPE Add D3710 Dual Purpose for SAP HANA Service — Order quantity 1 per D3710 being added
• HPE Add Host Bus Adapter (HBA) Service

  • SKU — HL3U5A1 — Add HBA for SAP HANA Service — Order quantity 1 per HBA being added

These capacity expansion services are not available for purchase using HPE Service Credits and/or HPE Team days.