This service is designed to provide the following benefits:

• Improve issue resolution time
• Optimize Customer’s IT resources to focus on core tasks and priorities
• Streamline incident resolution
• Gain diagnosis insights in reactive cases from HPE experts in HPE infrastructure and SAP HANA when needed
• Address complex issues with collaboration between both HPE and SAP when isolation of the issue requires joint effort

• Reactive support service, including HPE experts in both HPE infrastructure and SAP HANA as needed
• HPE experts intend to provide technical fault isolation information to use when engagement with SAP is required

Table 1. Service features

Customer must have an active HPE Complete Care Service support agreement for the hardware and software that make up the eligible HPE Solutions for SAP HANA to qualify for coverage under HPE Complete Care Service — Expert Support for SAP HANA. Customers must also have an active support agreement with SAP for all SAP products in the HPE integrated solution as set forth under Customer responsibilities. HPE is not liable for the performance or non-performance of third-party vendors, their products, or their support services.

If HPE Complete Care Service — Expert Support for SAP HANA coverage terms extend past the term of the Customer’s HPE Complete Care Service support contract, and the Customer’s support contract is not renewed prior to expiration, then the HPE Complete Care Service — Expert Support for SAP HANA will cease upon termination of the HPE Complete Care Service support contract. No refunds will be provided for the HPE Complete Care Service — Expert Support for SAP HANA because of the non-renewal of the HPE Complete Care Service support contract.

Notwithstanding the mutually agreed HPE Complete Care Service support contract, upon a Customer’s purchase of this HPE Complete Care Service — Expert Support for SAP HANA, any on-site response or call-to-repair commitments for critical incidents for the covered hardware will start when HPE Complete Care Service — Expert Support for SAP HANA has determined that the cause is attributable to the covered HPE hardware.

For call-to-repair coverage, the time ends with HPE’s determination that the hardware is repaired, or when the service request is closed with the explanation that HPE has determined that no on-site intervention is required. The call-to-repair time commitment is subject to Customers providing immediate and unrestricted access to the hardware and does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If Customers request scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time. Refer to the applicable HPE Complete Care Service support contract for more details regarding the features of a Customer’s underlying hardware and software support coverage.

Customer’s installation of any additional software, hardware, tools, or application servers on the HPE infrastructure hosting the SAP HANA database is not covered by this service. Hardware additions that comply with HPE approved capacity expansion guidelines, as referenced in the associated HPE QuickSpecs are eligible for coverage under this service. Excluded tools and extensions include, but are not limited to anti-virus tools, monitoring tools, backup and recovery tools, and OS extensions not included with the deployed configuration.

In the event of a support issue, Customers may be required to remove any ineligible hardware, software, or tools for fault isolation. Additional fault isolation may determine that re-installation of the software or tools is not compatible for further use.

In cases where SAP collaborative support is utilized, support is provided directly from SAP based upon a Customer’s coverage window for SAP products as dictated by a Customer’s support agreement with SAP.

HPE collaboration with SAP service feature requires Customers to have an active support agreement with SAP and to take the steps necessary with SAP to enable HPE to initiate calls on a Customer’s behalf. Customers must also provide HPE with all appropriate information to do so and Customers remain responsible for the performance of obligations under such agreements, including payment of all applicable fees, including any fees that may apply due to logging calls. Otherwise, HPE will not be able to transfer such calls and assumes no responsibility for failure to do so. Customers are fully responsible for placing a service call directly with SAP.

Eligibility for this service is contingent upon a Customer’s proper and periodic maintenance of HPE firmware and software versions, operating system versions, operating system patches, and SAP HANA database versions to keep them at HPE supported version levels.

HPE Complete Care Service — Expert Support for SAP HANA is limited to eligible HPE Solutions for SAP HANA. Refer to the Supported systems section for a list of eligible products under this service.

Documents and reviews are delivered in English.

HPE may use resources outside of the country of purchase to deliver these services remotely.

HPE’s ability to deliver this service depends on the Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of any information and data the Customer provides to HPE.

Excluded from this service are activities such as, but not limited to the following areas:

• Advisory Services for SAP HANA migration, database backup, and recovery strategies
• Backup and recovery considerations and best practices
• Solution design
• Security considerations
• System administration
• Services related to software / firmware version planning and updates

Eligible HPE products will be part of an SAP HANA-certified instance where the compute is one of the eligible HPE Compute products with an SAP certification. Associated components (storage and networking) that are part of the same SAP HANA certified instance as the eligible compute also qualify for the service.

• HPE ProLiant Gen11 servers
• HPE Compute Scale-up Server 3200
• HPE Synergy 480 Gen11

Travel charges may apply in some geographic locations. Contact your local HPE representative for details. Service deliverables are accepted upon delivery.

This service is available and orderable as an extension of the HPE Complete Care Service SOW.