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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 6-hour Call To Repair (CTR) Service:
–Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HPE holidays.
–6-hour call-to-repair time: For critical incidents (Severity 1 or 2), HPE will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours after the initial service request has been received. Availability of call-to-repair times is dependent on the proximity of the Customer site to an HPE-designated support hub.
For non-critical incidents (Severity 3 or 4), or at the Customer’s request, HPE will work with the Customer to schedule an agreed-upon time for the remedial action to begin, and the call-to-repair time will then start at that time.
Call-to-repair time refers to the period of time that begins when the initial service request has been received and acknowledged by HPE or at the start time for work scheduled in agreement with the Customer. Call-to-repair time ends with HPE's determination that the hardware is repaired, or when the service request is closed with the explanation that HPE has determined that no onsite intervention is required.
It will take 30 days from the time this service is purchased to set up and perform necessary audits and processes so that the hardware call-to-repair time can be put in effect. During this initial 30-day period and for up to 5 additional business days after the audit is completed, HPE will provide a 4-hour onsite response time.
Enhanced parts inventory management:
To support HPE call-to-repair times, an inventory of critical replacement parts is maintained for Customers who have selected the call-to-repair option. This inventory is stored at an HPE-designated facility. These parts are managed to allow for increased inventory availability and are accessible to HPE authorized representatives responding to eligible service requests.
-Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including 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.