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HPE 4-year Foundation Care 24x7 2930 Service

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Ordering Information
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 24x7 Service:

Hardware support:
-Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HPE holidays.
-4-hour onsite response: For incidents with covered hardware that cannot be resolved remotely, HPE will use commercially reasonable efforts to respond onsite within 4 hours. An HPE authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service within four hours of the call having 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. 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.

Software support:
-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