Data sheet
HPE Partner Branded Support
HPE Packaged Support Services
HPE Partner Branded Support provides authorized HPE Partner Ready channel partners with Hewlett Packard Enterprise hardware and software
services. The service enables partners to support end-user customers who have purchased the partners’ own branded support services.
HPE technical resources work remotely with your service resources to help resolve hardware and software problems with HPE products that you
could not resolve after following standard HPE diagnostic and troubleshooting procedures.
The service also provides the HPE partner with software updates for selected HPE-supported software products for each system, processor,
processor core, or end-user software license, as allowed by HPE or the original manufacturer software license. In addition, the service provides
you with electronic access to related product and support information, enabling you to locate this commercially available essential information.
Service feature highlights
•Coverage window
•Access to technical resources
•Escalation management
•HPE electronic remote support solution
•Access to electronic support information and services
•Remote problem diagnosis and support
•Replacement parts
•Next business day delivery
•License to use software updates
•Software product and documentation updates
Data sheet
Tab le 1 . Service features
Feature Delivery specifications
Page 2
Coverage window The service coverage window specifies the time during which the Partner may contact Hewlett Packard Enterprise to receive
Access to technical resources The Partner may access HPE support resources via telephone, electronic communication, or fax (where locally available)
Escalation management Hewlett Packard Enterprise has established formal escalation procedures to facilitate the resolution of complex incidents. Local
HPE electronic remote support solution As applicable, the HPE electronic remote support solution provides robust troubleshooting and repair capabilities that can help the
Access to electronic support
information and services
Installation advisory support Remotely delivered advisory support is provided to the Partner who encounters diiculties while performing a product installation or
Remote problem diagnosis and support Once the Partner has placed a call and HPE has acknowledged receipt of the call, HPE will work, during the coverage window, to
hardware or software technical support and to order replacement parts.
Service is available 24 hours a day, seven days a week, including HPE holidays. This coverage window is subject to local availability.
Please contact your local HPE partner business manager for further details.
for assistance in resolving hardware or software problems that are complex or diicult to reproduce.
Hewlett Packard Enterprise management coordinates incident escalation, enlisting the skills of appropriate HPE resources and/or
selected third parties to assist with problem solving.
Partner eectively resolve reported incidents. It can include remote system access solutions, and may oer a convenient central point
of administration and an enterprise view of open incidents and history. An HPE suppor t specialist will assist the Partner with the use
of HPE remote support tools.
As part of this service, HPE provides the Par tner with access to certain service and support tools and documentation, including
service notifications and select HPE proprietary service diagnostic tools.
who needs advice on proper installation or updating methods. This service feature does not include walking the Partner through an
installation procedure from start to finish.
The Partner will be responsible for delivering all installation activities including, but not limited to, end-user customer site
preparation and information collection, documentation, installation and startup, configuration and verification, as well as any
operational training and orientation for the end-user customer.
assist the Partner in isolating the hardware incident and to remotely troubleshoot, remedy, and resolve it. HPE may request that the
Partner initiate and perform remote diagnostics using electronic remote support solutions to access covered products, or HPE may
use other means available to facilitate remote incident resolution.
Incidents with covered hardware can be reported to HPE via telephone or web portal, as locally available, 24 hours a day, 7 days a
week. HPE will acknowledge the receipt of the service request by logging the call, assigning a case ID, and communicating that case
ID to the Partner. HPE retains the right to determine the final resolution of all reported incidents.
HPE will provide telephone assistance for the installation of firmware and replacement parts during the ser vice coverage window.
Replacement parts Defective parts will be exchanged for replacement par ts for covered HPE products. Replaced parts will be at the current revision
Next business day delivery The parts delivery time specifies the time required to deliver the replacement part. The following parts delivery time is available for
level available within HPE inventory.
Replacement parts provided by HPE shall be new or functionally equivalent to new in performance. Replaced parts become the
property of HPE.
Supplies and consumable par ts are not supported and will not be provided as part of this service; standard warrant y terms and
conditions apply to supplies and consumable parts.
Maximum supported lifetime/maximum usage: Parts and components that have exceeded their maximum supported lifetime and/or the
maximum usage limitations as set forth in the manufacturer’s operating manual, product quick specs, or the technical produc t data sheet
will not be provided, repaired, or replaced as part of this service.
eligible products:
•Next Business Day: Parts will arrive at the Partner’s specified location next business day during standard business hours, excluding
HPE holidays.
HPE will use commercially reasonable eorts to ship eligible par ts to the Partner following receipt and acceptance of the Partner’s
order to meet the parts delivery time. Locally defined parts delivery times can var y and are dependent on local capabilities.
For Next Business Day parts delivery, orders must be received and accepted prior to the locally defined order cuto time during
HPE standard business hours, excluding HPE holidays. Orders received after the local cuto time during standard business hours
will be processed the next business day. Order cuto times may vary depending on the transportation net work used and the
destination country.
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