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HPE HW2P7E warranty/support extension 1 license(s) 5 year(s)
SKU
HW2P7E
| SKU | HW2P7E |
|---|---|
| EAN | 4549821436750 |
| Manufacturer | HPE |
| Availability | In Stock |
License-to-use software updates
Customers receive 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 HPE or original manufacturer software license terms.
The license terms shall be as described in the HPE software licensing terms corresponding to the prerequisite underlying software license, or in accordance with the current licensing terms of the third-party software manufacturer, if applicable.
Distribution of certain third-party software updates, license agreements, and license keys may be made directly from the third-party vendor to Customers, as applicable.
Installation advisory support
Limited installation advisory support is provided and is restricted to basic advisory assistance if Customer encounters difficulties while performing a software product installation or advice on proper installation methods and updating of stand-alone applications.
Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.
The scope of such advisory support is at HPE’s discretion. Exclusions to this advisory support include, but are not limited to, the following: Any downloading of complete software packages or walking through an installation from start to finish.
These services are available for an additional charge and can be purchased separately from HPE.
Software support
For software products covered by the service agreement, HPE provides corrective support to resolve identifiable and Customer-reproducible software product problems, supports to help them identify problems that are difficult to reproduce.
Also provides assistance in troubleshooting problems and determining configuration parameters for supported configurations.
Software features and operational support & Software product and documentation updates
Software features and operational support: HPE provides information, as commercially available, on current HPE product features, known problems and available solutions, and operational advice and assistance.
Software product and documentation updates: As HPE releases updates to HPE software, the latest revisions of the software and reference manuals are made available to the Customer.
For selected third-party software, HPE provides software updates, as such updates are made available from the third-party, or HPE may provide instructions on how Customer can obtain any software updates directly from the third-party.
A license key or access code, or instructions for obtaining a license key or access code, will also be provided to the Customer when required to download, install, or run the latest software revision.
Most HPE software and selected HPE supported third-party software, updates will be made available through the Software Updates and Licensing portal via the HPE service portal. The portal provides Customers with electronic access to receive and proactively manage software updates and documentation.
HPE Pointnext Tech Care (HPE Tech Care) is the operational support experience for HPE hardware and software products (HPE products). HPE Tech Care helps IT teams focus on moving the business forward by proactively searching for better ways to do things, as opposed to just focusing on reactive issues.
HPE Tech Care goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone, HPE moderated forums with defined response times, automated incident logging, and a real-time chat facility." The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload and avoids the Customer spending time answering sometimes unnecessary triage or entitlement questions.
HPE Tech Care goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.
HPE Support Center provides an enhanced and personalized digital experience that helps Customers manage their assets by recognizing the various products installed in the Customer’s environment and how these products interact with each other. New self-service tools allow Customers to perform certain activities without having to open a support incident, as well as providing a portal of curated knowledge resources. HPE Tech Care provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.
Phone access to experts
Customers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will depend on the service level of the covered product.
15-minute 24x7 enhanced response (Critical and Essential service levels) For severity 1 critical incidents, HPE aims to either connect the Customer to a product specialist or call the Customer back within 15 minutes.
For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.
2-hour standard response (Basic service level) For calls on products covered by a basic service agreement, HPE shall provide a 2-hour phone response from a product specialist during the coverage window.
Expert online chat and Expert forum response
Expert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.
Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.
Expert forum response: Customers can post questions, issues, or discuss usage of products within the HPE community forums. HPE product specialists respond within two business days to any unsolved questions raised within the official HPE community forum for products covered by HPE Support services.
Where posts raise topics that should be addressed through standard support processes, HPE requests that a formal support incident is created and follows the standard HPE incident management processes.
The specialist technical resource response is limited to English language only and requires that the user be registered with HPE Support Center and has linked service agreements.
Refer to hpe.com/services/expertchat for details or contact your local HPE Sales representative.
General technical guidance
HPE endeavors to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined in the following regarding the operation and management of the Customer’s products covered by HPE Tech Care.
General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a noncritical incident.
General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a severity 3 incident.
When related to the topics detailed/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics raised.
HPE InfoSight assistance
For HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.
Further for those connected products, HPE extends general technical guidance to include HPE InfoSight analytics and the alerts and recommendations provided.
For configured HPE products, on request, HPE assists Customers to understand the issues, alerts, and information provided by HPE InfoSight.
Where analytics provide recommendations included in HPE InfoSight workload insights, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.
HPE Tech Care goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone, HPE moderated forums with defined response times, automated incident logging, and a real-time chat facility." The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload and avoids the Customer spending time answering sometimes unnecessary triage or entitlement questions.
HPE Tech Care goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.
HPE Support Center provides an enhanced and personalized digital experience that helps Customers manage their assets by recognizing the various products installed in the Customer’s environment and how these products interact with each other. New self-service tools allow Customers to perform certain activities without having to open a support incident, as well as providing a portal of curated knowledge resources. HPE Tech Care provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.
Phone access to experts
Customers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will depend on the service level of the covered product.
15-minute 24x7 enhanced response (Critical and Essential service levels) For severity 1 critical incidents, HPE aims to either connect the Customer to a product specialist or call the Customer back within 15 minutes.
For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.
2-hour standard response (Basic service level) For calls on products covered by a basic service agreement, HPE shall provide a 2-hour phone response from a product specialist during the coverage window.
Expert online chat and Expert forum response
Expert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.
Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.
Expert forum response: Customers can post questions, issues, or discuss usage of products within the HPE community forums. HPE product specialists respond within two business days to any unsolved questions raised within the official HPE community forum for products covered by HPE Support services.
Where posts raise topics that should be addressed through standard support processes, HPE requests that a formal support incident is created and follows the standard HPE incident management processes.
The specialist technical resource response is limited to English language only and requires that the user be registered with HPE Support Center and has linked service agreements.
Refer to hpe.com/services/expertchat for details or contact your local HPE Sales representative.
General technical guidance
HPE endeavors to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined in the following regarding the operation and management of the Customer’s products covered by HPE Tech Care.
General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a noncritical incident.
General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a severity 3 incident.
When related to the topics detailed/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics raised.
HPE InfoSight assistance
For HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.
Further for those connected products, HPE extends general technical guidance to include HPE InfoSight analytics and the alerts and recommendations provided.
For configured HPE products, on request, HPE assists Customers to understand the issues, alerts, and information provided by HPE InfoSight.
Where analytics provide recommendations included in HPE InfoSight workload insights, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.
| Features | |
|---|---|
| Number of years | 5 year(s) |
| Type | On-site |
| Service time (hours x days) | 24x7 |
| Phone support | Yes |
| On-site support | Yes |
| License quantity | 1 license(s) |
| Compatibility | iLO Advance Non Blade |
| Packaging data | |
|---|---|
| Quantity per pack | 1 pc(s) |
| Technical details | |
| Number of years | 5 year(s) |
| Type | On-site |
| Service time (hours x days) | 24x7 |
| Phone support | Yes |
| On-site support | Yes |
| License quantity | 1 license(s) |
| Compatibility | iLO Advance Non Blade |
| Quantity per pack | 1 pc(s) |