Data sheet
HPE Complete Care Service—ITOps
HPE Contractual Support Service
Service overview
ITOps is a service for HPE Complete Care Service Customers. It helps them monitor, manage, and operate their entire IT environment regardless of the location of those IT assets — on-premises or cloud native.
The service collects and enriches inventory data while allowing Customers to optimize their implementation processes. The service observes incidents and actions, helping drive the best outcomes for the business.
HPE Complete Care Service—ITOps provides a base number of nodes to implement the service and the ability to purchase additional capacity.
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Organizations that do not have a solution for end-to-end visibility and management of their assets can be left with a sprawling technology landscape comprising thousands of virtual machines (VMs), containers, and more scattered across numerous hardware providers. The ITOps service addresses this business challenge by providing Customers with a single pane of glass to discover assets, self-monitor, automate, and patch their IT environment.
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Hewlett Packard Enterprise provides all HPE Complete Care Service Customers with the ITOps service.
HPE provides 24x7 access to the ITOps service platform, a solution maintained by HPE through the Customer’s specific console. HPE offers 24x7 access to experts to address reactive service incidents. HPE also provides proactive services during regular business days and regular business hours.
For the purpose of this service, a node is defined as any physical asset (such as servers, network switches, and routers) or virtual asset (such as VMs, cloud instances, storage buckets, and databases) that has been assigned a node identification on the service. Examples of these nodes and how they are metered for this service can be found here.
| Service levels | Service coverage |
|---|---|
| Hours of coverage for reactive service incidents | 24x7 |
| Language | English only |
| Platform/console availability | 24x7 |
| Hours of coverage for proactive deliverables | Local HPE standard business hours and days |
HPE provides remote support for issues with the platform software. Customers can access this service, as noted in Table 2.
Table 2. Remote support
| Service levels | Service coverage |
|---|---|
| Phone access to experts | Customers may contact HPE support by telephone 24 hours a day 7 days a week, to log support incidents. 15-minute 24x7 response For severity 1 and 2 incidents, HPE aims to connect the Customer to a product specialist or call the Customer back within 15 minutes. 2-hour 24x7 response For severity 3 incidents, HPE shall provide a 2-hour phone response from a product specialist. |
| Severity 1 and 2 | The functionality of the remote consoles, user sessions, and alerts results in critical business impact on the production environment. For example, critical alerts don’t function, degrade, or encounter security issues. |
| Severity 3 | Any issues causing minimal to no business impact: bugs identified; regression issues; workarounds in place; questions or guidance. |
HPE provides remote proactive support, as noted in Table 3
Table 3. Proactive services
| Deliverable | Description | Limitations |
|---|---|---|
| Implementation planning | Customers will receive assistance with planning a successful implementation of the service. This planning service includes validating scope, configuring the connection to the console, and sharing best practices for templating the Customer nodes. | Limited to a total of two (2) days at service startup for standard experience level Customers. Limited to one (1) day for entry and basic experience levels. |
| Advice and guidance | Working with the Customer, the HPE assigned account team actively provides advice and guidance on the discovery and dashboarding service delivery. This service feature is intended to provide brief guidance to Customers. | Limited to two (2) hours every quarter (eight [8] hours per year) for standard experience level Customers. Limited to four (4) hours per year for entry and basic experience levels. |
| Guidance for template and metric optimization | Customers can access the remote services team that can briefly guide them on optimizing templates and metrics for their discovered nodes/resources. | Limited to two (2) hours every quarter (eight [8] hours per year) for standard experience level Customers. Entry and basic experience levels do not receive this service. |
| Guidance on reporting and add-ons configuration | Customers can access the remote services team that can briefly guide them on optimizing reporting and add-ons configuration for their discovered nodes/resources. | Limited to two (2) hours every quarter (eight [8] hours per year) for standard experience level Customers. Entry and basic experience levels do not receive this service. |
| Training | | Limited to one (1) seat for three (3) days of remotely delivered training for standard experience level Customers. Limited to one (1) seat for one (1) day of remotely delivered training for entry and basic experience levels. |
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The Customer is responsible for the installation of agents and gateways on their site. HPE installation of agents and gateways can be purchased as a separate service.
The Customer must remain at or below purchased node coverage. If the Customer exceeds the purchased node coverage for a continuous period of 30 days, they must purchase additional coverage. HPE may terminate the service if additional node coverage is not purchased.
The Customer must be a user registered with the HPE Support Center to access this service.
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Service downtime: For this service, the following definitions will be used.
Available: Authorized users can access the subscription service.
Downtime: Time periods when authorized users cannot access the service. Downtime excludes time that the service is unavailable for any of the following reasons:
- Planned maintenance periods during which the service is being upgraded or repaired
- Outage in the authorized user’s internet service provider
- Any failure in authorized user’s hardware, software, or network connection
- Any systemic internet failure
- Authorized user’s bandwidth restrictions
- Authorized user’s acts or omissions
- Other causes beyond HPE’s control
Monthly availability is calculated based on the following formula:
T = Total minutes in a month
D = Total minutes of unplanned platform downtime in a month
Monthly availability% = (T–D) / T x 100
HPE shall use commercially reasonable efforts to deliver monthly availability equal to or greater than 99.90%. HPE shall use a separately maintained system to monitor and report monthly availability. This system shall provide the sole and exclusive basis for monthly availability data for these service-level terms.
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Additional node coverage can be purchased from HPE by purchasing additional increments.
The addition of new versions of agents, gateways, or software updates are provided when they become available. HPE will determine the locations where the HPE Complete Care Service—ITOps will be provided, which may be outside the country of purchase.
The Customer acknowledges HPE’s ability to provide the service is contingent upon the accuracy and completeness of information provided by the Customer and their timely performance of their obligations. If any such data is found to be inaccurate or incomplete or the Customer fails to perform their obligations, the parties agree to negotiate in good faith equitable changes, which may include, without limitation, changes to the Customer charges for the HPE Complete Care Service—ITOps.
HPE depends on the Customer’s full and timely cooperation with HPE to deliver the service.
Except as expressly permitted by HPE, the Customer shall not provide or allow access to the platform to any third-party Customer.
To the extent HPE processes personal data on the Customer’s behalf while providing the service, the HPE Support and Professional Services — Data Privacy and Security Agreement, found at hpe.com/info/customer-privacy.html shall apply.
If any HPE Complete Care Service—ITOps coverage terms extend past the term of the HPE Complete Care Service SOW, and the SOW is not renewed under the HPE Complete Care Service prior to expiration, then the HPE Complete Care Service—ITOps will cease upon termination of the HPE Complete Care Service SOW. No refunds will be provided for the HPE Complete Care Service—ITOps due to the nonrenewal of the SOW.
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The terms mentioned here apply in addition to the terms available in the Customer’s HPE Complete Care Service agreement. To the extent there is any conflict, these terms shall take precedence for the purposes of the ITOps service. For the purpose of this additional terms and conditions section the following definitions will be used.
System: The hardware and/or software (including firmware) used as part of the services
Services: The services detailed in this data sheet that HPE will perform for the Customer, including the provision of HPE intellectual property and systems for the Customer’s use
- HPE or its affiliates will remain the owner or licensee of all systems unless this data sheet or order specifically identifies that title to hardware systems or licenses to software systems transfers to Customer upon the start of the services. HPE grants the Customer a right to use the systems, subject to any restrictions or limitations in this data sheet.
- Customer may not transfer, assign, pledge, or in any way encumber or convey any systems that HPE or its affiliates retain title to or remain the licensee for. The Customer will return any such systems in the Customer’s possession upon termination or expiration of the services.
- HPE grants the Customer a non-transferable right to internally use the services for the benefit of the Customer and the Customer’s end users during the term of the services. In addition, if the service provider use is purchased, HPE also grants the Customer a non-transferable right during the term of the services to:
- Use the services to provide Customer solutions to the Customer’s end users
- Permit the Customer’s end users to internally use the Services portion of the Customer solutions, subject to Customer remaining responsible for any such use
Not all third-party software is available for service provider use. The Customer shall consult the third-party license terms for use rights.
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Customers are responsible for maintaining their credentials and will be responsible for any activity using the Customer’s credentials or workspace. Should Customer believe that there has been unauthorized use of Customer’s credentials or workspace, Customer must immediately notify HPE and the third-party software vendor, if applicable.
The Customer will assist HPE in resolving any metering or remote monitoring issues to the extent caused by the environment under the Customer’s control.
Customer will not:
- Subject to the deliverables and/or service provider use grant (if applicable), copy or reproduce any portion, feature, function, or user interface of the service
- Interfere with or disrupt the integrity or performance of the service
- Use the service to submit, send, or store data that is obscene, threatening, libelous, or otherwise unlawful or tortuous, violates any third-party’s privacy or human rights, or infringes upon or misappropriates intellectual property rights
- Use services to disrupt or cause harm to a third-party’s system or environment
- Access services to build a competitive product or service
- Reverse engineer the services
The Customer is responsible for complying with all terms of use for any software, content, service, or website it loads, creates, or accesses when using the Services.
To improve the operation, supportability, and reliability of the services or to meet legal requirements, HPE may, at no additional charge, modify, replace, or use alternative systems to provide the services if the alternative systems meet the requirements agreed upon and the services are of equal or better quality. In the event of service interruption, HPE may implement temporary procedures or workarounds while HPE works on a permanent solution.
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HPE collects telemetry data as part of the services and uses that telemetry data
- In order to provide the services
- In de-identified form, to improve the features and functionality of HPE’s offerings and to develop and provide new solutions
To the extent the Customer places data onto systems, such data is owned by Customer. HPE will not access or use such data except to the extent necessary to perform the Services and comply with applicable law. The Customer is always responsible for controlling, managing, granting access to, and deleting their data from systems. Unless specifically stated otherwise in the solution material, HPE does not monitor such data, and Customer is responsible for its backup.
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Upon the effective date of any termination or expiration, Customer will immediately cease using all systems and HPE intellectual property, remove or destroy all Customer data from systems whose title did not transfer, and return all HPE material, including systems whose title did not transfer.
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Each party will comply with applicable laws. HPE and the Customer will comply with their respective responsibilities as exporters and importers under laws and regulations applicable to the export, import, or other transfer of the hardware, software, services, and technology provided by HPE under this agreement. It includes the export, import, and sanctions laws of the United States and other applicable jurisdictions.
If the Customer exports, imports, or otherwise transfers products, technology and/or deliverables provided under this agreement, the Customer will be responsible for complying with these and any other applicable export, import, and sanctions laws and regulations for obtaining any required authorizations.
Customer acknowledges that HPE cannot provide, directly or indirectly, any software, services, or technology to:
- Embargoed or sanctioned countries or territories (currently Cuba, Iran, North Korea, Syria, the Crimea region of Ukraine, Ukraine Luhansk People’s Republic [LNR], and Ukraine Donetsk People’s Republic [DNR]) or to nationals and parties from those countries.
- Any parties subject to trade control sanctions or blocking measures, including those designated on any of the lists of denied or restricted parties included in the Consolidated Screening List by US Department of Commerce (available at trade.gov/consolidated-screening-list) or the Consolidated list of persons, groups and entities subject to EU financial sanctions (available at data.europa.eu/data/datasets/consolidated-list-of-persons-groups-and-entities-subject-to-eu-financial-sanctions?locale=en).
- The Customer warrants that no Customer locations or recipients of HPE software, services, and technology are subject to any such restrictions. HPE may suspend or terminate performance of obligations under this agreement, without penalty, if:
- The Customer violates any applicable export, import, or sanctions law or regulation
- To the extent necessary to assure the Parties’ compliance under U.S. or other applicable export, import, or sanctions laws or regulations
- To the extent necessary to comply with applicable laws. The Customer warrants that it will notify HPE if it becomes the subject or target of any restrictions listed earlier
© 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.
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