HPE HPE Aruba 5Y Foundation Care 4H Exch

Hewlett Packard Enterprise Foundation Care Service (HPE Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. HPE technical resources work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as onsite hardware repair if it is required to resolve an issue (replacement parts and materials included). For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software.

In addition, HPE Foundation Care Service provides electronic access to related product and support information.

HPE Foundation Care NBD Service:

Hardware support:
–Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HPE holidays.
–Onsite response time: Next-business-day onsite response: For incidents with covered hardware that cannot be resolved remotely, HPE will use commercially reasonable efforts to respond onsite the next business day. An HPE authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service the next coverage day after the call has been received and acknowledged by HPE. Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HPE, as described in the ‘General provisions/Other exclusions’ section.’ The onsite response time ends when the HPE authorized representative arrives at the Customer's site, or when the reported event is closed with the explanation that HPE has determined it does not currently require an onsite intervention. Calls received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage day.

Software support:
–Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HPE holidays.
–Remote response time: Once a software problem is logged, an HPE Solution Center engineer will respond to the call within two hours.

Software Support includes the following features:
-Access to technical resources
-License to use software updates
-Installation advisory support
-Software features and operational support
-Software product and documentation updates
-HPE recommended software and documentation updates method

HPE Comprehensive Defective Material Retention (CDMR):

HPE CDMR allows you to keep all data retentive components. Before the actual replacement occurs, you must inform the authorized HPE support agent of your intention to keep the disk drive/data retentive component. You must also copy the information found on the label of the malfunctioning disk drive/component and provide it to HPE. The malfunctioning part will then be replaced. You will be responsible for destroying and/or permanently removing the device from production.