HPE U3NY8E, H4TW3E, HP7J3E, HR5V3E, HC8G7E Getting Started Guide

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Data sheet

HPE Foundation Care Exchange Service

Support Services

HPE Foundation Care Exchange Service combines popular remote hardware and software services that enable you to increase the availability of your IT infrastructure. Hewlett Packard Enterprise technical resources work with your IT team to help you to resolve hardware and software problems on your HPE products.

Hardware exchange offers a reliable and fast parts exchange service for eligible Hewlett Packard Enterprise products. Specifically targeted at products that can easily be shipped and on which you can easily restore data from backup files, HPE Foundation Care Exchange is a cost-efficient and convenient alternative to onsite support.

Hardware exchange provides a replacement product or part delivered free of freight charges to your location within a specified period of time. Replacement products or parts are new or equivalent to new in performance.

Software support for HPE Networking products provides remote technical support and access to software updates and patches. Customers can access updates to software and reference manuals as soon as they are made available.

In addition, HPE Foundation Care Exchange provides electronic access to related product and support information, enabling any member of your IT staff to locate commercially available essential information.

Service benefits

Provides access to Hewlett Packard Enterprise technical resources for problem resolution

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May contribute to improved system performance and reduced downtime

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Allows your IT resources to stay focused on their core tasks and priorities

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Service feature highlights

Choice of Foundation Care Exchange service-level options

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Escalation management

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Access to electronic support information and services

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Hardware Support

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Remote problem diagnosis and support

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Advance parts exchange

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Prepaid shipping label, materials, and instructions for defective unit return

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Replacement parts and materials

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Problem analysis and resolution

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Software support

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Access to remote technical resources

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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

License to use software updates

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Software support

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Software features and operational support

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HPE recommended software and documentation updates method

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Firmware updates for selected products

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Table 1. Service features

Feature Delivery specifications

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HPE Foundation Care Exchange service-level options

Escalation management

Access to electronic support information and services

Hardware support

Remote problem diagnosis and support

For Hewlett Packard Enterprise products covered by Foundation Care Exchange, HPE offers two distinct hardware replacement parts exchange service levels:

• HPE Foundation Care NBD Exchange Service

• HPE Foundation Care 4-hour Exchange Service

The details of the HPE Foundation Care Exchange hardware replacement parts exchange service levels are outlined in the text that follows. These services are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on service availability.

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 part of this service, Hewlett Packard Enterprise provides access to commercially available electronic and Web-based tools. The Customer has access to:

• Certain capabilities that are made available to registered users, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users

• Expanded Web-based searches of technical support documents to help facilitate problem-solving

• A search of Hewlett Packard Enterprise and third-party hosted knowledge databases for certain third-party products in order to retrieve product information, get answers to support questions, and participate in support forums; this service may be limited by third-party access restrictions.

When experiencing a problem, the Customer must first place a call to a designated support telephone number. Hewlett Packard Enterprise will provide basic telephone technical assistance with installation, product configuration, setup, and problem resolution. Prior to any remote or offsite assistance, HPE may ask the Customer to provide relevant information, start diagnostic tools, and perform other supporting activities at the request of HPE. HPE will then work with the Customer remotely to isolate the hardware problem.

Advance parts exchange

Prepaid shipping label, materials and instructions for defective unit return

Replacement parts and materials

Hewlett Packard Enterprise will confirm that the ordered part will be shipped in advance of HPE's receipt of the defective part, within the hardware replacement parts exchange service-level. The Customer must return the defective part within the time specified by HPE in the Customer Responsibilities section of this datasheet. The replaced product becomes the property of HPE. For a part not returned within the specified time period, the Customer will be billed and required to pay for such retained part at full country list price.

Hewlett Packard Enterprise will ship the HPE-supported replacement product in a container suitable for returning the defective product to HPE. Instructions and a prepaid shipping label for the return of the failed product will be included in the replacement product's shipping container, and Customer will return the defective product in the shipping container in accordance with HPE’s instructions.

Hewlett Packard Enterprise will provide HPE-supported replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available and recommended engineering improvements. Replacement parts become the property of HPE. Customers who wish to retain, degauss, or otherwise physically destroy replaced parts will be billed and required to pay for the replacement units.

Data sheet

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Supplies and consumable parts are not supported and will not be provided as part of this service; standard warranty terms and conditions apply to supplies and consumable parts.

Problem analysis and resolution

Software support Access to technical resources

License to use software updates

Software support

Software features and operational support

HPE recommended software and documentation updates method

Firmware updates for selected products

Hewlett Packard Enterprise provides corrective support to resolve identifiable and customer-reproducible software and hardware product problems for covered products. HPE also provides support to help the Customer identify problems that are difficult to reproduce. In addition, HPE provides the Customer with remote assistance in troubleshooting problems and determining configuration parameters for supported configurations.

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.

The Customer receives the license to use software updates to HPE or HPE-supported third-party software for each system, socket, processor, processor core, or end-user software license covered by this service, as allowed by the original Hewlett Packard Enterprise or original manufacturer software license terms.

The license terms shall be as described in the HPE software licensing terms corresponding to the Customer's prerequisite underlying software license, or in accordance with the current licensing terms of the third-party software manufacturer, if applicable, including any additional software licensing terms that may accompany such software updates provided under this service.

Once a software problem is logged, a Hewlett Packard Enterprise Solution Center engineer will respond to the call within two hours. HPE provides corrective support to help 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, HPE provides the Customer with assistance in troubleshooting problems and determining configuration parameters for supported configurations.

Hewlett Packard Enterprise provides information, as commercially available, on current product features, known problems and available solutions, and operational advice and assistance.

For HPE or HPE-supported third-party software and documentation updates, the recommended delivery method will be determined by Hewlett Packard Enterprise. The primary delivery method for software updates and documentation updates will be via download from the Software Updates and Licensing portal or third-party hosted website.

Access to firmware updates. As Hewlett Packard Enterprise releases firmware updates to HPE networking hardware or jointware products, these updates will only be made available to the Customers who purchase coverage for such products under this service. In addition:

• Customer has the right to download, install, and use firmware updates for hardware or jointware products covered by this service, subject to all applicable license restrictions in HPE’s current standard sales terms.

• HPE will verify entitlement to updates by reasonable means (such as an access code or other identifier) and Customer is responsible for using any such access tools in accordance with the terms of this datasheet and other applicable agreements with HPE.

• HPE may take additional reasonable steps, including audits, to verify Customer’s adherence to terms of its agreements with HPE, including this datasheet.

• For Customers with licenses to firmware-based software products (features implemented in firmware activated by the purchase of a separate software license product) the Customer must also have, if available, an active HPE Software Support agreement to receive, download, install and use related firmware updates. HPE will assist the Customer with installation of firmware updates as previously described in this document only if the Customer has a license to use the related software updates for each system, socket, processor, core or end-user software license as allowed by the original HPE or original manufacturer license terms.

Table 2. Service-level options

Not all service-level options are available on all products. The service-level options the Customer has chosen will be specified in the Customer's contract documentation.

Option Delivery specifications

HPE Foundation Care 4 hr Exchange

Service is available 24 hours per day, Monday through Sunday, including HPE holidays. Replacement hardware for covered products will be delivered within four hours of a call being logged received and acknowledged by HPE. All hardware product replacement delivery times are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on service availability.

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