HPE 1Y Partner Branded NBD Support SVC – HPE MSR12002X Support [for R8V33A]

• Coverage window The service coverage window specifies the time during which the Partner may contact Hewlett Packard Enterprise to receive
  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.
• Access to technical resources The Partner may access HPE support resources via telephone, electronic communication, or fax (where locally available) for
  assistance in resolving hardware or software problems that are complex or difficult to reproduce.
• Escalation management 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.
• HPE electronic remote support solution
  As applicable, the HPE electronic remote support solution provides robust troubleshooting and repair capabilities that can help the
  Partner effectively resolve reported incidents. It can include remote system access solutions, and may offer a convenient central point
  of administration and an enterprise view of open incidents and history. An HPE support specialist will assist the Partner with the use
  of HPE remote support tools.
• Access to electronic support information and services
  As part of this service, HPE provides the Partner with access to certain service and support tools and documentation, including
  service notifications and select HPE proprietary service diagnostic tools.
• Installation advisory support Remotely delivered advisory support is provided to the Partner who encounters difficulties while performing a product installation or
  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.
• Remote problem diagnosis and support
  The HPE Channel Partner is fully responsible for providing support to its end-user customers, including all installation and support
  services. This includes but is not limited to, installation and configuration of the covered HPE hardware and software products,
  ensuring end-user customer site preparation and pre-requisites are met, and performing any necessary troubleshooting activities
  that may occur during Partner’s performance of its support, including remote diagnosis and repair.
  If, after performing the initial troubleshooting and diagnostics, the Partner is still unable to resolve an issue, the Partner can then
  engage HPE via telephone or web portal, 24 hours a day, 7 days a week (where available). 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 will then work
  remotely, during the local coverage window (24 hours a day, 7 days a week where available), to 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. HPE will also provide telephone assistance for the installation of firmware and replacement
  parts. HPE provides corrective support to resolve identifiable and customer-reproducible software product problems.
  HPE retains the right to determine the final resolution of all reported incidents.
• Replacement parts Defective parts will be exchanged for replacement parts for covered HPE products. Replaced parts will be at the current revision 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 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.
  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 product data sheet
  will not be provided, repaired, or replaced as part of this service.
• 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
  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 efforts to ship eligible parts to the Partner following receipt and acceptance of the Partner’s
  order to meet the parts delivery time. Locally defined parts delivery times can vary and are dependent on local capabilities.
  For Next Business Day parts delivery, orders must be received and accepted prior to the locally defined order cutoff time during
  HPE standard business hours, excluding HPE holidays. Orders received after the local cutoff time during standard business hours will
  be processed the next business day. Order cutoff times may vary depending on the transportation network used and the destination
  country.
• License to use software updates The Partner receives a restricted license to distribute software updates to their end-user customers. “Updates” shall mean
  commercially released patches, enhancements, bug fixes, minor releases, and other incremental software updates released by
  HPE or third-party software suppliers 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 for the end user shall be as described in the HPE software licensing terms corresponding to the end-user
  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.
  The Partner’s right to distribute updates is limited to the end-user customers they service under HPE Partner Branded Support and
  must be distributed in a secure manner and in strict compliance with the HPE operations guide. The Partner must not:
  • Retain more than one archival copy of any update
  • Make copies of any updates, other than to facilitate distribution to end-user customers
  • Provide updates obtained on behalf of one end-user customer to another end-user customer
  • Use updates internally or on their own behalf
• 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 Partner. For selected third-party software, HPE will provide software updates as such updates are made available from the
  third-party, or HPE may provide instructions on how the Partner 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 Partner when
  they are required to download, install, or run the latest software revision.

HPE Partner Branded Support data sheet.pfd