Hewlett Packard Enterprise H1TA3E, U7AC9E, H8EP1E Getting Started Guide
Data sheet
HPE Foundation Care Service
Support Services
Service overview
HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT
infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware
and software problems with HPE and selected third-party products.
For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if
it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call
Management for selected non-HPE software. Contact HPE for more information and determination regarding which eligible software products
may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote
technical support and access to software updates and patches. Updates for selected HPE-supported third-party software products are included
as they are made available from the original software manufacturer.
In addition, HPE Foundation Care provides electronic access to related product and support information, enabling any member of your IT sta to
locate this commercially available essential information. For third-party products, access is subject to availability of information from the original
manufacturer.
You can choose from a set of reactive support levels to meet your business and operational needs.
HPE Foundation Care service-level options
The HPE Foundation Care options noted below are product dependent. HPE will provide the hardware support features for covered hardware
products and the software support features for covered software products.
Hardware support coverage windows and response times will apply to covered hardware products, and software support coverage windows and
response times will apply to covered software products.
All coverage windows are subject to local availability. Product eligibility may vary. Contact a local HPE sales oice for detailed information on
service availability and product eligibility.
Regardless of your coverage window, incidents with covered hardware or software can be reported to HPE via telephone or web portal, as locally
available, or as an automated equipment reporting event via the HPE electronic remote support solution 24 hours a day, 7 days a week.
For products covered by Foundation Care, HPE oers three distinct service levels:
• HPE Foundation Care NBD Service
• HPE Foundation Care 24x7 Service
• HPE Foundation Care CTR Service
Data sheet
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Service-level options Coverage window Hardware response time
Next business day (NBD) Standard business hours, standard business days:
24x7 24x7: Service is available 24 hours per day, 7 days
Call to repair (CTR ) 24x7: Service is available 24 hours per day, 7 days
1
On-site response time for hardware issues begins when the initial case has been received and acknowledged by HPE. The on-site response time ends when the HPE
authorized representative arrives at your site, or when the reported event is closed with the explanation that HPE has determined that no on-site inter vention is required.
2
Call-to-repair time for hardware issues begins when the initial case has been received and acknowledged by HPE or at the start time for work scheduled in agreement with
you, as specif ied in the “Hardware call-to-repair” section. Call-to-repair time ends with HPE’s determination that the hardware is repaired, or when the incident is closed with
the explanation that HPE has determined that no on-site intervention is required. For HPE ConvergedSystems, call-to-repair time begins when th e initial c ase has be en
received and acknowledged by HPE as a hardware problem.
Service is available 9 hours per day between
800 a.m. and 500 p.m. local time, Monday
through Friday excluding HPE holidays
per week including HPE holidays.
per week including HPE holidays.
Next-business-day on-site response for covered
hardware. Cases received outside the coverage window
will be acknowledged the next coverage day and
serviced within the following coverage day.
4-hour on-site response for covered hardware.
6-hour call-to-repair time: For critical incidents
(Severity 1), HPE will return the covered hardware to
operating condition within 6 hours.
Availability of call-to-repair times is dependent on the
proximity of your site to an HPE-designated support
hub, as described in the “Travel zones” section. For
non-critical incidents (Severity 2 or 3), or at your
request, HPE will work with you to schedule an
agreed-upon time for the remedial action to begin,
and the call-to-repair time will then start at that time.
Incident severit y levels are defined in the “General
provisions” section.
1
2
Software response time
Once a soft ware case is logged,
an HPE Solution Center engineer
will respond to the case within
two hours during the coverage
window.
Travel zones
All hardware on-site response times apply only to sites located within 100 miles (160 km) of an HPE designated support hub. Travel to sites
located within 200 miles (320 km) of an HPE designated support hub is provided at no additional charge. If the site is located more than
200 miles (320 km) from the HPE designated support hub, there will be an additional travel charge.
Travel zones and charges, if applicable, may vary in some geographic locations.
Response times to sites located more than 100 miles (160 km) from an HPE designated support hub will have modified response times for
extended travel, as shown in the table below.
Distance from HPE-designated support hub 4-hour hardware on-site response time Next-day hardware on-site response time
0–50 miles (0–80 km) 4 hours Next coverage day
51–100 miles (81–160 km) 4 hours Next coverage day
101–200 miles (161–320 km) 8 hours 1 additional coverage day
201–300 miles (321–480 km) Established at time of order and subject to availability 2 additional coverage days
More than 300 miles (480+ km) Established at time of order and subject to availability Established at time of order and subject to availability
Data sheet
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A call-to-repair time commitment is available for sites located within 50 miles (80 km) of an HPE designated support hub.
For sites that are located within 51 to 100 miles (81 to 160 km) of an HPE designated support hub, an adjusted hardware call-to-repair time
commitment applies, as shown in the table below.
The hardware call-to-repair time commitment is not available for sites located more than 100 miles (160 km) from an HPE designated support hub.
Distance from HPE-designated support hub 6-hour hardware call-to-repair time
0–50 miles (0–80 km) 6 hours
51–100 miles (81–160 km) 8 hours
More than 100 miles (160+ km) Not available
General provisions
HPE will acknowledge a case by logging a case, communicating the case ID to the Customer, and confirming the Customer’s incident severity and
time requirements for commencement of remedial action.
Hardware support on-site response time and call-to-repair time commitment, as well as software support remote response time, may dier
depending on incident severity. The Customer determines the incident severity level.
Incident severity levels are defined as follows:
• Severity 1—Critical or Severe Business Impact: for example, production environment down: production system or production application
down/at severe risk; data corruption/loss or risk; business severely aected; safety and security issues
• Severity 2—Limited Business Impact or Business Risk: for example, Critical Non-production environment or system issue; production
environment available but some functions limited or degraded; severely restricted use
• Severity 3—No Business Impact: for example, non-production system (e.g., test system) or non-critical issue; work around in place, installations
Data sheet
Specifications
Table 1. Service features
Feature Delivery specifications
Hardware support
Page 4
Remote problem diagnosis and support Once the Customer has placed and HPE has acknowledged the receipt of a case as described in the “General provisions” section,
On-site hardware support For hardware incidents that cannot, in HPE’s judgment, be resolved remotely, an HPE authorized representative will provide on-site
Replacement parts and materials HPE will provide HPE-supported replacement par ts and materials necessar y to maintain the covered hardware product in operating
Firmware updates for selected
products
HPE will work during the coverage window to isolate the hardware incident and to remotely troubleshoot, remedy, and resolve
the incident with the Customer. Prior to any on-site assistance, HPE may initiate and per form remote diagnostics using electronic
remote support solution to access covered products, or HPE may use other means available to facilitate remote incident resolution.
HPE will provide telephone assistance during the service coverage window for installation of customer-installable firmware or parts
classified by HPE as Customer Self Repair parts (CSR).
technical support on covered hardware products to return them to operating condition. Once an HPE authorized representative
arrives at your site, the representative will continue to deliver the service, either on-site or remotely, at the discretion of HPE, until
the products are repaired. Work may be temporarily suspended if parts or additional resources are required, but work will resume
when they become available.
Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has
been replaced.
In addition, at the time of on-site technical support delivery, HPE may:
• Install available engineering improvements for covered hardware products to help you ensure proper operation of the hardware
products and maintain compatibility with HPE-supplied hardware replacement parts
• Install available firmware updates defined by HPE as non-customer installable for covered hardware products, that, in the opinion
of HPE, are required to return the covered product to operating condition or to maintain supportability by HPE
At your request, HPE will install during coverage hours critical firmware updates defined by HPE as non-customer installable
for covered hardware products. Critical firmware updates are firmware updates recommended by the HPE product division for
immediate installation.
condition, including parts and materials for available engineering improvements required by HPE to assure supportability of the product.
As part of this service, you will have the right to download, install, and use firmware updates for hardware products covered by this
service, subject to all applicable license restrictions in HPE’s current standard sales terms.
For Customers with licenses to firmware-based software products (features implemented in firmware activated by the purchase
of a separate software license product), you must also have, if available, active HPE Foundation Care support coverage or an
active HPE Software Support agreement on the firmware-based software products to receive, download, install, and use related
firmware updates.
HPE will provide, install, or assist you with installation of firmware updates as previously described in this document only if you have
the license to use the related software updates for each system, socket, processor, processor core, or end-user software license as
allowed by the original HPE or original manufacturer software license terms.
Basic Software Support and
Collaborative Call Management
for non-HPE software on eligible
HPE hardware products
Basic Software Support provides 24 hours per day, 7 days per week phone support for selected independent software vendor (ISV)
software that resides on hardware covered by HPE Foundation Care. For Basic Software Support, HPE will investigate and attempt
to resolve problems by asking you to apply fixes that have been made available or known to HPE. In some cases, support may be
limited to communication of a known f ix available through the installation of a software update or patch, and you will be directed to
available sources for the applicable updates or patches because access to the known fix requires additional service contracts with
the respective software vendor. If the case is still not resolved, then Collaborative Call Management can be initiated at your request.
If HPE determines that a problem is caused by a selected ISV product and the problem is not resolved by you applying known
available fixes, HPE will, at your request, initiate Collaborative Call Management with the ISV. Collaborative Call Management can
be provided only in cases where you have appropriate active suppor t agreements in place with selected ISVs and you have taken
the steps necessary to ensure that HPE can submit cases on your behalf for the limited purpose of placing a support case with the
vendor. HPE will engage the ISV and provide information about your issue, as obtained during the Basic Soft ware Suppor t service
case. Once the case has transitioned to the ISV, it is then the responsibilit y of the ISV to resolve your issue, which will be subject to
the support levels of the agreement between you and that ISV. Once the ISV is engaged, HPE will close the HPE case, but you or
ISV can resume the service issue with HPE if needed by referencing the original case identification number.
Basic Software Support and Collaborative Call Management apply only to select ISV software when that software is not under
HPE support. When ISV soft ware is covered by HPE Sof tware Support, suppor t is provided as described in the “Software suppor t”
section of this table. Note: For a list of the non-HPE software products eligible for Basic Software Support and Collaborative Call
Management, please refer to hpe.com/services/collaborativesupport.
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