Hewlett Packard Enterprise U5JJ8E, H9XL6E, H8HU6E, H8DH1E, HT5Y2E Datasheet

RETIRED: Retired products sold prior to the November 1, 2015 separation of Hewlett-Packard Company into Hewlett Packard Enterprise Company and HP Inc. may

have older product names and model numbers that differ from current models.

HP Software Support Service - U.S.

HP Services

Technical data

HP Software Support Service provides comprehensive software services for HP software and selected
third-party products.

Software Support provides access to HP technical resources for assistance in resolving software
implementation or operations problems.

HP releases updates to software and reference manuals as soon as they are made available. Updates
for selected HP-supported third-party software products are included as they are made available from
the original software manufacturer. This service also includes the rights to software updates for each
system, processor, processor core, or end user, as allowed by the original HP or original manufacturer
software license.

In addition, this service provides electronic access to related product and support information, enabling
any member of your IT staff to locate this commercially available essential information. For third-party
products, access is subject to availability of information from the original manufacturer.

Service benefits

Expedited problem resolution through trained HP technical resources

•

Potentially reduces the cost of purchasing individual software updates through subscription savings

•

Improved system performance and reduced downtime due to software defects

•

Predictable cost to receive the latest revision of HP and eligible third-party software

•

Service features highlights

Access to technical resources

•

Problem analysis and resolution

•

Escalation management

•

HP Technology Services are governed by the HP Terms and Conditions of Sale and Service (E16) or
HP Business Terms (E99), and Exhibit SS5.

RETIRED: Retired products sold prior to the November 1, 2015 separation of Hewlett-Packard Company into Hewlett Packard Enterprise Company and HP Inc. may

have older product names and model numbers that differ from current models.

Software product and documentation updates

•

License to use software updates

•

Installation advisory support

•

Software features and operational support

•

Remote access

•

Problem isolation

•

Access to electronic support information and services

•

Coverage window

•

HP recommended software updates method

•

HP recommended documentation updates method

•

Additional named callers

•

Software updates options

•

Documentation updates options

•

Specifications
Table 1. Service features

Feature Delivery specifications

Access to technical
resources

The Customer can access HP technical resources via telephone, electronic communication, or
fax (where locally available) for assistance in resolving software implementation or operations
problems. An HP authorized representative will contact the Customer to begin software
technical support service within two hours after the service request has been logged, if this time
falls within the contracted coverage window.

Problem analysis and
resolution

Escalation management HP has established formal escalation procedures to facilitate the resolution of complex

Software product and
documentation updates

HP provides corrective support to resolve identifiable and customer-reproducible software
product problems. HP also provides support to help the Customer identify problems that are
difficult to reproduce. In addition, the Customer receives assistance in troubleshooting
problems and determining configuration parameters.

problems. Local HP management coordinates problem escalation, enlisting the skills of
appropriate HP resources and/or selected third parties to assist with problem-solving.

As HP releases updates to HP software, the latest revisions of the software and reference
manuals are made available to the Customer's system manager or designee. For selected
third-party software, HP will provide software updates as such updates are made available
from the third party, or HP may provide instructions on how to obtain any software updates
directly from the third party. An access code or license key, or instructions for obtaining an
access code or license key, will also be provided to the Customer when required to download,
install, or run the latest software revision.

For certain HP products and HP-supported third-party software, updates may be available
through HP Software Update Manager (SUM), an online software updates capability. SUM
allows the Customer to download software and documentation updates, order physical media,
view order status and history, and receive software update notifications via e-mail. SUM helps
the Customer proactively manage and plan for software updates.

For other HP-supported third-party software, the Customer may be required to download
updates directly from the vendor’s Web site.

For some products, HP will automatically deliver the software and documentation updates to
the Customer as soon new revisions are made available.

HP Technology Services are governed by the HP Terms and Conditions of Sale and Service (E16) or
HP Business Terms (E99), and Exhibit SS5.

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