Page 1
Data sheet
HPE Datacenter Care for SAP HANA Tailored Datacenter
Integration (TDI)
HPE Contractual Support Services
Service overview
This data sheet addendum to the HPE Datacenter Care data sheet describes the HPE SAP HANA® Tailored Datacenter Integration service
features, which are an optional extension of HPE Datacenter Care services. Under HPE Datacenter Care services, a mutually agreed-upon and
executed Statement of Work (SOW) will detail the precise combination of hardware supported and reactive and proactive support features
provided, including HPE SAP HANA Tailored Datacenter Integration Support Service, if purchased, based upon your requirements.
HPE SAP HANA Tailored Datacenter Integration Support Service provides context-aware remote SAP HANA Tailored Datacenter Integration
(TDI) support services for eligible Hewlett Packard Enterprise and SAP® products included in your SAP HANA TDI infrastructure. With
HPE SAP HANA Tailored Datacenter Integration Support Service, your IT sta has access to the HPE SAP HANA Center of Excellence, which is more
fully described below. HPE SAP HANA Center of Excellence works with your IT team to provide support for problem diagnosis to help work toward
resolution for incidents on covered HPE branded TDI compute blocks. Eligible HPE hardware products under this coverage receive assistance in
troubleshooting problems and identifying potential configuration and hardware-related issues. Please refer to HPE supported TDI compute block
listing for HPE compute blocks that are eligible for coverage under this service. This support service does not include assistance with troubleshooting
incidents related to virtualized SAP HANA environments.
If you are unable to determine the nature of an HPE SAP HANA TDI problem, you may contact Hewlett Packard Enterprise directly. You can make
the first call directly to the HPE SAP HANA Center of Excellence to help make this determination. If the reported incident is related to the SAP HANA
database, based upon your preference, HPE can either initiate the collaborative engagement with SAP, or you can contact SAP directly to initiate the
engagement. In situations where you are able to determine that the nature of the problem is SAP HANA database related, HPE recommends that you
contact SAP directly.
If initiated by Hewlett Packard Enterprise, the collaborative engagement with SAP includes HPE opening a call on your behalf with SAP utilizing
the SAP workflow call management system under your active support agreement with SAP. HPE will engage with SAP and provide information
about your support issue. If the call is transitioned to SAP, the call will be subject to the support service level experience or attributes of the support
agreement you have with SAP. Once SAP is engaged, HPE will keep the case open for further collaboration in the event that it is determined to be
a covered HPE-related incident, and you can resume the service issue with HPE by referencing the original call identification number. HPE will then
monitor the case status utilizing the SAP workflow call management system. Accordingly, if the incident is with a covered HPE hardware product,
HPE will provide the technical hardware support, remotely or on-site, based upon the purchased hardware support or warranty coverage level.
Service benefits
• Greater ability for your IT resources to stay focused on their core tasks and priorities
• Can help to improve SAP HANA system performance and reduce downtime on covered HPE hardware or software
• Help you to realize the benefits of the SAP HANA TDI deployment model
• Context-aware problem resolution through trained SAP HANA technical HPE resources
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Data sheet
Service features highlights
• HPE onboarding discovery
• HPE SAP HANA TDI support
• Assigned Account Support Manager (ASM)
Table 1. Service features
Feature Delivery specifications
Page 2
HPE onboarding discovery These services provide an onboarding process that includes a review of the environment and identification of any tasks the
HPE SAP HANA TDI support Upon completion of the onboarding process and after all outstanding issues identified as a result of that process have been
Customer must complete in order to begin to place ser vice calls to the HPE SAP HANA Center of Excellence.
The Hewlett Packard Enterprise Account Support Manager (ASM), working remotely with the Customer’s designated
representative, will schedule a pre-suppor t SAP HANA system onboarding discovery, at a mutually agreed-upon time, which shall
be during local HPE standard business days and hours excluding HPE holidays. The onboarding discovery is conducted remotely,
will not exceed three days in duration, and is preceded by a remote pre-onboarding meeting. Further onboarding details and
requirements are provided in advance of the scheduled remote onboarding activity.
The remote onboarding discovery provides the following SAP HANA solution elements:
• Ensure component compliance with SAP Product Availability Matrix (PAM) certification
• Ascertain the status of SAP HANA solution certification
• Acquire diagrams
• Acquire log files
• Document firmware/driver levels
• Document SAP HANA support levels
• Review proactive deliverables, reactive process, and suppor t tools
After completion of the onboarding process, the Hewlett Packard Enterprise ASM will contact the Customer to review onboarding
results, review any identified issues related to call activation, and review next steps and actions required for the Customer to be
able to place ser vice calls.
resolved by the Customer, as determined by Hewlett Packard Enterprise, access to the HPE SAP HANA Center of Excellence will
be activated. The Customer understands and agrees that there will be no reduction in support fees charged for HPE SAP HANA
Tailored Datacenter Integration Support Service during any period of non-access to the HPE SAP HANA Center of Excellence
either prior to, during, or upon completion of the onboarding process, or while the Customer addresses and resolves any issues
identified as a result of the output of this process.
Once access is activated by HPE, the Customer can access HPE SAP HANA Center of Excellence via telephone, or via electronic
communication, for assistance in resolving HPE SAP HANA infrastructure hardware or software incidents. An HPE SAP HANA
Center of Excellence authorized representative will contact the Customer to begin technical suppor t service within two hours
after the service request has been logged, if this time falls within the contracted coverage window, and the call is logged directly
with HPE.
Once a service call has been placed, the Customer will receive assistance in troubleshooting problems and identifying potential
configuration and hardware-related incidents on covered, eligible HPE SAP HANA TDI compute blocks. For hardware-related
incidents, a service request is logged to the HPE dispatch desk on the Customer’s behalf. If the problem is associated with storage
components listed in the SAP HANA Hardware Directory, then these products are not covered under these HPE SAP HANA
support services and the Customer should engage the third-party vendor directly. HPE, SAP, and certain third-party vendors
may collaborate on certain incidents using the SAP workflow call management system on the Customer’s behalf. If the call is
transitioned to SAP, the call will be subject to the support service level experience or attributes of the support agreement between
the Customer and SAP.
If the reported incident is related to the SAP HANA database, based upon the Customer’s preference, Hewlett Packard Enterprise
will either initiate the collaborative engagement with SAP, or the Customer may contact SAP directly to initiate the engagement.
If HPE begins to troubleshoot the incident and determines that a problem is related to SAP HANA , HPE will initiate a call with the
SAP workflow call management system. HPE will engage SAP and provide information about the Customer’s incident under the
Customer’s active suppor t agreement with SAP. It is then the responsibility of SAP to resolve the Customer’s issue. Once the call
is transitioned to SAP, the call will be subject to the support service level experience or attributes of the agreement between the
Customer and SAP, and HPE will have no further action or obligations.
Placing calls with the SAP workflow system can be provided only in cases where the Customer has an appropriate active support
agreement in place with SAP and provided the Customer has ensured that HPE can submit calls on the Customer’s behalf for the
limited purpose of placing a support call with SAP.
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Data sheet
Table 1. Service features (Continued)
Feature Delivery specifications
Page 3
Assigned Account Support Manager
(ASM)
The Hewlett Packard Enterprise Account Support Manager (ASM) is an account assigned resource who collaborates with the
Customer to understand their specific needs and tailor their support experience accordingly.
At the beginning of the services support period, a mutually agreed-upon Account Support Plan (ASP) will be developed by the
Hewlett Packard Enterprise ASM in conjunction with the Customer’s IT sta. The Customer will need to provide, in a timely manner,
knowledgeable resources to assist with the development of the ASP. The ASP documents the reactive and proactive support,
devices, geographic coverage, and other support aspects provided by this ser vice. The ASP also details roles and responsibilities,
along with contact information and escalation procedures, and will be completed with the Customer as part of the startup phase of
this service.
Semiannually, the Hewlett Packard Enterprise ASM will conduct business planning and review meetings to help align HPE support
activities with any changing business requirements and any new technology or IT services. These reviews provide an opportunity
to discuss trends, any planned changes to the Customer’s IT environment and business, and the impact of these changes to the
Customer’s support requirements. Any additional support requirements can also be identified and discussed, and may be subject
to the change management process.
These review sessions provide an open communication forum for the Customer to share the organization’s business and IT goals,
and to understand what changes, if any, to the service may be needed throughout the term of this SOW.
Coverage
Call-in service is available 24 hours a day, Monday through Sunday including HPE holidays. The coverage window for SAP products is dictated by
the Customer’s support agreements with SAP and third-party vendors, respectively.
Customer responsibilities
In order for Hewlett Packard Enterprise to provide HPE SAP HANA Tailored Datacenter Integration Support Service, the Customer must have an
active SAP HANA support agreement. In addition, the Customer must provide HPE with the appropriate information needed for HPE to initiate
a service call with SAP on behalf of the Customer. Coverage is limited to eligible HPE and SAP products only. HPE will not transfer calls directly
to any other third-party vendor products and assumes no responsibility for failure to do so. HPE’s obligations are limited to the placement of
support calls only with SAP, if permitted. Purchase of HPE SAP HANA Tailored Datacenter Integration Support Service does not assign the
support agreement between the Customer and SAP to HPE. The Customer remains responsible for the performance of their obligations under
such agreements, which include payment of all applicable fees, including any fees that may apply as a result of logging calls with SAP. HPE is
not liable for the performance or non-performance of third-party vendors, their products, or their support services. In order for Hewlett Packard
Enterprise to provide HPE SAP HANA Tailored Datacenter Integration Support Service, the Customer must have an active SAP HANA support
agreement. In addition, the Customer must provide HPE with the appropriate information needed for HPE to initiate a service call with SAP on
behalf of the Customer. Coverage is limited to eligible HPE and SAP products only. HPE will not transfer calls directly to any other third-party
vendor products and assumes no responsibility for failure to do so. HPE’s obligations are limited to the placement of support calls only with SAP,
if permitted. Purchase of HPE SAP HANA Tailored Datacenter Integration Support Service does not assign the support agreement between the
Customer and SAP to HPE. The Customer remains responsible for the performance of their obligations under such agreements, which include
payment of all applicable fees, including any fees that may apply as a result of logging calls with SAP. HPE is not liable for the performance or
non-performance of third-party vendors, their products, or their support services.
Service limitations
This Datacenter Care support service must be purchased for each HPE SAP HANA TDI compute block in the Customer’s environment that requires
support coverage. Conditions set forth in the onboarding process must be met before support calls can be accepted by the HPE Center of Excellence.
This service is only applicable when the solution design includes non-virtualized HPE SAP HANA TDI compute blocks. Virtualized SAP HANA
environments are not eligible for this support service. The onboarding discovery process is not designed to provide validation or assessment of
the customer’s TDI deployment.
Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services unless otherwise
specified as part of a service feature description.
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Data sheet
Service eligibility
Hewlett Packard Enterprise reactive support or existing warranty coverage must be available and under coverage with HPE for all HPE hardware
components in the covered HPE SAP HANA solution. HPE Datacenter Care for SAP HANA TDI is designed for SAP HANA TDI solutions built
using supported HPE certified compute blocks. A Supported Products List (SPL) indicating the HPE certified TDI compute blocks products
supported by HPE Datacenter Care for SAP HANA TDI is available at hpe.com/h20195/v2/Getdocument.aspx?docname=a00045576enw.
General provisions/Other exclusions
Travel charges may apply in some geographic locations. Please contact your local Hewlett Packard Enterprise representative for details.
Ordering information
This service is available and orderable as part of the HPE Datacenter Care portfolio. This addendum will serve as an attachment to a Datacenter
Care SOW.
Learn more at
hpe.com/services/support
hpe.com/services/consulting
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© Copyright 2015–2016, 2018 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.
SAP and SAP HANA are trademarks or registered trademarks of SAP SE in Germany and in several other countries. All other third-party
trademark(s) is/are property of their respective owner(s).
4AA5-9455ENW, May 2018, Rev. 3
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