Data sheet
HPE Tech Care Service
Addendum for Zerto software products
Service overview
This addendum to the HPE Tech Care Service data sheet describes the HPE Tech Care Service when purchased for products from Zerto, a Hewlett Packard Enterprise company. It describes service features as delivered by Zerto support and provides information regarding additional service-level options. The Customer must purchase HPE Tech Care Service on eligible Zerto products and software configurations to be eligible for the services described here.
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HPE Tech Care Service for Zerto software, as noted in the following tables, provides a general set of features along with software-specific features. Some service features provided for Zerto products support differ from the standard HPE Tech Care Service deliverables. The different service features are described in Table 2. Reactive response times for Zerto support engineers by telephone 24x7.
Table 1. Service feature summary
| General features | |
| Software service features |
|
| Optional features |
|
Table 2. Service features
| Feature | Zerto support delivery specifications |
|---|---|
| Direct access to experts | Service and Support for Zerto products are provided directly by Zerto. A Support case can be opened:
|
| Tech tips videos | HPE provides access to enhanced tech tips videos by experts offering technical best practices and functional expertise. Tech tips videos are available via the MyZerto website. Subject of content vary based on operational experience with products and best practices in supporting and maintaining these products. |
| Visual remote guidance | Customers may choose to connect with specialist technical resources using an enterprise collaboration application that enables live stream video, and voice and content sharing. Problem diagnosis and resolution may be performed in real time, with in-the-moment guidance and collaboration between the Customer and Zerto subject-matter experts. |
| Collaborative support | For entitled and supported configurations and uses, Zerto support can collaborate with support teams for other HPE products and third-party hardware and software to investigate and resolve interaction issues with Zerto software products. If HPE determines that the HPE product is not the source of the problem but deems the problem may be related to the third-party hardware and/or software, the Customer shall engage the third-party vendor for resolution and engage HPE’s assistance by request. Engagement of relevant third parties (such as independent software vendors) is subject to the requirements and procedures of those parties. Some third parties might require the end user to initiate contact, confirm entitlement, open a support case, gather data, or perform action plans. For any third-party product or component, the user is required to acquire and maintain the relevant entitlement (for example, license or subscription). |
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HPE offers only HPE Tech Care Service Essential level of support for Zerto products.
Incidents with covered software can be reported to HPE via telephone or web as locally available, or as an automated equipment reporting event using HPE electronic remote support solution 24x7.
All service is subject to local availability. Contact a local HPE sales office for detailed information on service availability and product eligibility.
Table 3. Service level
| Service level | Service feature | Coverage window | Feature description |
|---|---|---|---|
| Essential | Reactive phone response | Remote response 24x7; service is available 24x7 including HPE holidays | Immediate direct phone access to product expert |
Table 4. Incident priority levels
| Priority level | Business impact | Response time |
|---|---|---|
| Priority 1: Critically down | Not serving data or severe performance degradation | Expert response in 30 minutes or less |
| Priority 2: Critically degraded | Performance degradation, intermittent software faults, network degradation, or expert response in 2 hours or less single controller not operational | Expert response in 2 hours or less single |
| Priority 3: Normal | Issue or defect causing minimal business impact | Expert response in 8 hours or less |
| Priority 4: Low | Request for information, administrative requests | Next business day (Monday through Friday) |
Note: All priorities include 24x7 engineering escalation support, if required.
Table 5. Response center response times
| Severity level | Business impact |
|---|---|
| Severity 1 | A severe problem or degradation or replication down |
| Severity 2 | Partial failure or degradation |
| Severity 3 | A mild, non-critical impact |
| Severity 4 | Query about product functionality. No impact |
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In addition to those outlined in the HPE Tech Care Service data sheet, the Customers are responsible for the following:
- The Customer and related parties must maintain relevant install base data, such as contact information and service/delivery address. When such information must be withheld or occluded (such as for security reasons), support and services capabilities will be limited.
- The Customer and related parties must maintain a supportable configuration, including software. Any unsupported, third-party, or unofficial market components found with the Zerto products will void the supportability and any obligations for Zerto support. Support may resume when the HPE product is returned to its covered configuration. Supportability can be re-established if the configuration is restored.
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If, in HPE’s reasonable judgment, the original acquisition of any Zerto products from HPE or a reseller occurred through unauthorized means, HPE has no obligations to provide Customer services or any support services to Customer for the product in question or to allow any associated software licenses to continue.
The Zerto support contracts and associated entitlements may not be transferred. If an entitled Zerto products is transferred or sold to another party, the receiving party must contact HPE to purchase a latest support contract. The features of these services may differ or be limited, based on specific devices or software. Check with an HPE sales representative for specific limitations and local availability.
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The Zerto software must be a supported Zerto configuration and covered by an active HPE Tech Care Service agreement. HPE Tech Care Service (including HPE Tech Care Service for Zerto) is not designed to be purchased on software-only configurations due to the integrated nature of the service deliverables, thus, all the software and hardware, in the solution, should be purchased with the same HPE Tech Care Service level.
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- The 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.
- HPE will be excused from performance of its obligations under these terms if such failure to perform results from compliance with any requirement of applicable law, supply shortages, work stoppages, changes to international trade policies, telecommunications or network failure, acts of war (whether they be declared or not), acts of terrorism, regional or global pandemic, acts of God, and any causes beyond the reasonable control of HPE. Any delay resulting from any of such causes shall extend performance accordingly or excuse performance, in whole or in part, as may be reasonable under the circumstances.
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To obtain further information or to order Zerto support services, contact a local HPE sales representative or authorized reseller and reference the following product numbers (x denotes the service length in years; options are 1, 3, 4, or 5 years).
- HPE Tech Care Essential SVC (HU4A6Ax)
Some offerings, features, and coverage (and related products) may not be available in all countries or areas. Depending on the point of purchase and the requested service-level option, other product numbers may apply. Consult a local HPE representative or HPE reseller regarding which product number will best meet the Customer-specific needs.
© Copyright 2023 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.
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- 1, 2, 4, 5Service feature delivery specification is different from HPE Tech Care Service data sheet. Delivery specification for Zerto software products is described in Table 2.
- 3Service deliverables require connectivity to HPE using HPE proprietary service tools.