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- Startup and service implementation management is completed at the beginning of the System Term. This phase includes interfacing with the Customer and introducing the Customer to the hybrid cloud platform for HPE GreenLake cloud (the "platform"). Once startup and service implementation management are completed, operations are handed over to the Customer. Startup and service implementation management consists of the following activities:
- 1.1 Transition commences with assignment of the delivery resource responsible for delivery of the Service. A kick off meeting will be held by the assigned resource. They will coordinate pre-delivery activities, including scheduling the delivery of infrastructure necessary to deliver the Services.
- 1.2. Implementation: HPE will provide the physical implementation of the Service at a data center(s) owned or managed by the Customer, or at an HPE-contracted colocation facility. Implementation will provide a fully installed and ready-to-consume environment.
- 1.3. Onboarding metering tools are configured to regularly monitor the consumption of Services and provide this data into the platform. An orientation session will be provided so the Customer can use the capacity metering tools to electronically view their usage and understand the processes to contact support.
- 1.4. HPE GreenLake welcome email with all the information necessary to get the most out of HPE GreenLake.
- 1.5. Platform onboarding via digital self-onboarding materials.
- Metering and billing support is available during local business hours. Billing support applies if the Service was purchased directly from HPE. The Customer may contact HPE by raising a support case request through the HPE Support Center (HPESC) in the event that they have a metering or invoice question; however, invoice-related questions can only be raised if the Service was purchased directly from HPE. HPE will review the support case request and respond accordingly.
- Change management: The order for additional capacity and the change management process shall be initiated by the Customer.
- Service Limitations: This Customer-managed service is available fora single site, up to 2 technologies.
- HPE Support Center: HPE provides a comprehensive online resource for available knowledge, tools, and services. This one-stop IT site offers self-solve tools, personalized assistance, online help and forums, and access to certain comprehensive multivendor and multiplatform IT content.
- Shared responsibility model
| | Lite service experience | |
|---|---|---|
| | Customer | HPE |
| Site, environmental, and network | • | |
| System ownership | | • |
| Deploy (installation, setup & training) | | • |
| Support (call center & break-fix) | | • |
| Provide access to software, firmware, and documentation updates | | • |
| Applying recommended software updates & security patches | • | |
| Optimize (capacity & performance) | • | |
| Capacity expansion order | • | |
| Capacity expansion delivery/deployment (subject to order acceptance) | | • |
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7. Applicable Terms
| Document name | URL |
|---|---|
| HPE GreenLake Flex Solutions Service Description | |
| HPE aaS Terms for Customers (unless otherwise stated in the change order form) |
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