4 .1 Support Includes:

• Guidance and troubleshooting the cloud and/or on-premises components of the Service for:

  • Setup of the Service.
  • Installation of the components required by the service to orchestrate discovery, monitoring, event and incident management, and remediation.
  • Operation of the Service.
• Maintenance. HPE will use reasonable efforts to provide Customer with prior notice of any scheduled maintenance (except for emergency maintenance) and Customer agree to use reasonable efforts to comply with any maintenance requirements that HPE notifies Customer about.
• Telephone and E-mail.
• Support can be accessed by telephone, on-line or using the ‘Help’ button in the OpsRamp application on the HPE GreenLake edge-to-cloud platform.

• HPE or its designated support partners will provide support twenty-four hours a day, seven days a week. Such support will be provided solely to Customer or the Service account holder. HPE will have no obligation to accept calls or messages directly from, or otherwise interact directly with, personnel other than Customer or the Service account holder.
• Requirements for Support
• As a condition to all of HPE’s obligations to provide support, Customer will comply with HPE’s instructions regarding the use of the Service and provide at HPE request, reasonable access to appropriate personnel, records, network resources, and maintenance logs. HPE support is limited to the Service. HPE is not responsible for the operation and general maintenance of Customer’s computing environment. Customer is responsible for Customer’s data backup. HPE is not responsible for any losses or liabilities arising in connection with any failure of data backup processes.
• Response times

Support Priority Definitions

5.1 Pre-Release Materials

HPE may make available to Customer certain software, features, functionality, improvements, and/or enhancements in advance of their general availability (Pre-Release Materials). Customer agrees the Pre-Release Materials: (i) are not to be used in a production environment; (ii) may or may not ever be made generally available by HPE as part of an update or otherwise; (iii) are not under warranty or support; (iv) are not at the level of compatibility, performance and/or scalability of the Service as the case may be; (v) may not operate correctly; and, (vi) may be subject to additional terms and conditions that are specific to such Pre-Release Materials. Customer agrees to notify HPE of any bugs, errors or problems with respect to Pre-Release Materials.

5.2 HPE support obligations do not apply to any unavailability, suspension or termination of the Service, or performance issues: (i) resulting from a suspension of the Service and/or support as described in this Service Description and the HPE aaS Terms for Customers; (ii) caused by factors outside of HPE reasonable control, including any force majeure event, Internet access or related problems outside the Service; (iii) resulting from any actions or inactions of Customer or any third party; (iv) resulting from Customer equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within HPE direct control); or (v) arising from our suspension and termination of Customer’s right to use the Service in accordance with this Service Description and applicable terms (collectively, the Support Exclusions).