Data sheet
HPE Software Technical Support
HPE Contractual Support Services
HPE Software Technical Support provides comprehensive remote software support services for Hewlett Packard Enterprise software
products and selected third-party software products.
With HPE Software Technical Support, your IT staff receives fast and reliable access to HPE Global Support Centers. Hewlett Packard
Enterprise technical resources work with your IT team to provide advice on software features and use, help with problem diagnosis and
resolution, and identify software defects.
This service also provides electronic access to comprehensive support information, allowing any member of your IT staff to locate essential
product and support information.
Service benefits
Designed to allow your IT resources to stay focused on their core tasks and priorities
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Access to specialized Hewlett Packard Enterprise technical resources to help expedite problem resolution
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May contribute to improved system performance and reduced downtime due to software defects
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Reliable response times
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Service feature highlights
Access to technical resources
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Problem analysis and resolution
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Problem isolation
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Escalation management
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Software electronic support
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Software features and operational support
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Remote access
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Installation advisory support
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Flexible coverage window
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Flexible response time
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Additional named callers (optional)
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Onsite support at Customer request (optional)
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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.
Data sheet
Table 1. Service features
Feature Delivery specifications
Page 2
Access to technical resources
Problem analysis and resolution
Problem isolation
Escalation management
Software electronic support
Software features and operational
support
Remote access
The Customer can access Hewlett Packard Enterprise technical resources via telephone, electronic communication, or fax
(where locally available) for assistance in resolving software implementation or operations problems.
Hewlett Packard Enterprise provides corrective support to resolve identifiable and customer-reproducible software product
problems. HPE 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 for supported
configurations.
Problem isolation for the software product is provided. The Customer is informed if the problem is perceived to be
hardware-related. If the Customer's hardware is covered under a Hewlett Packard Enterprise Hardware Maintenance Onsite
Service Agreement, a service request will be logged on the Customer's behalf. If available and with the Customer's approval, a
per-call service request at the current time and material rates will be logged on the Customer's behalf for problems related to
hardware not covered under an HPE Hardware Maintenance Onsite Service Agreement.
Hewlett Packard Enterprise has established formal escalation procedures to facilitate the resolution of complex incidents. Local
Hewlett Packard Enterprise management coordinates incident escalation, enlisting the skills of appropriate HPE resources
and/or selected third parties to assist with problem solving.
As a part of this service, Hewlett Packard Enterprise will provide access to certain software-related electronic and Web-based
tools and services, as applicable.
The Customer has access to certain capabilities made available to registered users, such as searches of technical support
documents and knowledge databases to facilitate faster problem-solving, downloading selected HPE software patches,
participating in support forums for solving problems and sharing best practices with other registered users, and the ability to
use a Web-based tool for submitting questions directly to HPE and viewing the status of each service request submitted.
Hewlett Packard Enterprise provides information, as commercially available, on current product features, known problems and
available solutions, and operational advice and assistance.
At the option of Hewlett Packard Enterprise and with Customer approval, selected remote access tools may be used to
facilitate problem solving. The use of these tools allows HPE to work interactively with the Customer and facilitates remote
diagnosis of problems with the Customer's system.
The Customer can choose to use any of these remote access tools to assist in the resolution of service requests. Only
HPE-provided, HPE-approved tools are to be used as a part of this feature.
Installation advisory support
Flexible coverage window
Flexible response time
Limited advisory support is provided and is restricted to basic advisory assistance for the Customer who encounters difficulties
while performing a software product installation or who needs advice on proper installation methods and updating of
standalone applications. Limited advisory support for software products that are installed in a network environment is also
provided. The scope of such advisory support is at Hewlett Packard Enterprise's discretion.
Exclusions to this advisory support include, but are not limited to, the following: any downloading of complete software
packages or walking the Customer through an installation from start to finish. These services are available for an additional
charge and can be purchased separately from HPE.
The coverage window specifies the time during which services are available. Flexible hours of coverage are available and are
selected by the Customer based on their needs. Service requests received outside the selected coverage window will be
logged the next day for which the Customer has a coverage window. All coverage windows are subject to local availability.
Contact a local Hewlett Packard Enterprise sales office for detailed information on service coverage window options and
availability.
Response time specifies the period of time that begins when the initial service request is received and logged with Hewlett
Packard Enterprise and ends when the Hewlett Packard Enterprise authorized representative calls the Customer to review the
request, if this time falls within the Customer's selected coverage window. Calls received outside the Customer's coverage
window will be logged the next day for which the Customer has a coverage window (this may vary by geographic location).
The following response times are available:
• Standard response: A Hewlett Packard Enterprise authorized representative will contact the Customer to begin software
technical support service within 2 hours after the service request has been logged, if this time falls within the contracted
coverage window. This response time is the default response time for both HPE Software Technical Support Unlimited and
Software Technical Support Incident.
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.
Data sheet
• 1-hour response: A Hewlett Packard Enterprise authorized representative will contact the Customer to begin software technical
support service within 1 hour after the service request has been logged, if this time falls within the contracted coverage window.
This is an optional response time, which can be purchased only with Software Technical Support Unlimited.
Table 2. Optional service features
Feature Delivery specifications
Page 3
Additional named callers
Onsite support at Customer request
Support for three named Customer callers is included with this service. The Customer can optionally purchase support for
additional callers.
The Customer may purchase the onsite support services of a Hewlett Packard Enterprise software technical specialist. This
option is available for Customers who do not view remote software technical support services as an acceptable alternative.
Service limitations
The response time stated herein is provided as a typical initial response time to Customer technical support requests. The response time
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in no way creates a legal requirement or obligation for Hewlett Packard Enterprise to always provide such response in the stated time.
The Customer's access to Hewlett Packard Enterprise technical resources for support of software with term licenses may be limited to
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Web-based call logging.
Prerequisites
To be eligible for this service, the Hewlett Packard Enterprise software product for which Software Technical Support will be used must be
covered under an HPE Support Agreement that includes HPE Software Updates Service, with certain exceptions. HPE Software Updates
Service is not a prerequisite for the following products:
A product for which HPE Software Updates Service is not offered
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A product identified as not requiring the purchase of HPE Software Updates Service
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For firmware-based software, the Customer must be entitled to the firmware as well as to the firmware-based software updates. For certain
hardware products, this entitlement requires both a hardware support contract (or warranty) and a software support contract. If the firmware
update is not customer installable, Hewlett Packard Enterprise will provide for installation of the firmware update only to the extent
described in the underlying hardware support data sheet (or warranty support description) and only if the Customer has the appropriate
entitlement and license to use the firmware updates.
Service eligibility
To be eligible to purchase this service, the Customer must be properly licensed to use a currently supported revision of the software at the
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time the Support Agreement coverage begins; otherwise, additional charges may be applied to bring the Customer into service eligibility.
This service must be purchased for each system, socket, processor, processor core, or end user in the Customer's environment that will
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require support.
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.
Data sheet
Customer responsibilities
The Customer will:
Retain, and provide to Hewlett Packard Enterprise upon request, all original software licenses, license agreements, license keys, and
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subscription service registration information, as applicable for this service
Use all software products in accordance with current Hewlett Packard Enterprise software licensing terms corresponding to the Customer's
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prerequisite underlying software license, or in accordance with the current licensing terms of the third-party software manufacturer, if
applicable
Ordering information
To order this service please contact your Hewlett Packard Enterprise Sales Representative and reference one of the product numbers below:
HA158AC for HPE Software Technical Support Unlimited—Unlimited-call support is designed for the Customer who prefers a
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fixed-support budget with the ability to engage Hewlett Packard Enterprise for software issues without exhausting the supply of
purchased support incidents before the end of the contract term. Customers with unlimited service can make an unlimited number of
support calls during the contract term subject to the Customer's selected coverage window and response times.
HA159AC for HPE Software Technical Support Incident—Incident-based support (available for selected Microsoft®, Linux, and Novell
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products only) enables the Customer to purchase a fixed number of calls (incidents) for use during the one-year contract term. A
minimum of 10 incidents must be purchased with HPE Software Technical Support. Unused incidents will expire at the end of the term. An
incident, defined as one problem submission, is considered used upon resolution, as deemed by Hewlett Packard Enterprise, of a specific
support problem regardless of the number of calls needed to resolve the problem. The following list includes, but is not limited to,
examples of when an incident is defined as resolved:
The Customer has received the information available to HPE regarding the resolution of a problem.
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The Customer has received information on how to obtain a patch or patches that will resolve a problem.
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The Customer has received notice that a software problem is caused by a known, unresolved bug in the software.
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The Customer has received notice that a problem has been identified as a hardware problem.
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The Customer has received notice that the problem has been corrected in a subsequent release of the product.
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For more information
For more information on Hewlett Packard Enterprise support services, contact any of our worldwide sales offices or visit the following
website:
www.hpe.com/services/support
© Copyright 2012-2013, 2016 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.
Microsoft is a U.S. registered trademark of Microsoft Corporation.
5982-4243ENN, August 2016, Rev. 3
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