The HPE Foundation Care Service consists of hardware and software services that help you to increase the availability of your IT infrastructure. Hewlett Packard Enterprise technical staff will work with your IT team to help you troubleshoot hardware and software problems encountered with HPE products and select third-party software products.
Service description
The HPE Foundation Care service level options listed below are product-dependent. Hardware Support Coverage Periods and Response Times apply to Covered Hardware Products, and Software Support Coverage Periods and Response Times apply to Covered Software Products. The availability of the coverage periods varies locally.
Service level options for HPE Foundation Care
For products covered by Foundation Care, Hewlett Packard Enterprise offers three different service levels:
Next Business Day HPE Foundation Care Service
HPE Foundation Care 24x7 Service
HPE Foundation Care CTR Service
In addition to these three service levels, the HPE Foundation Care portfolio can also include the retention of defective media (DMR) and the extended retention of defective materials (comprehensive defection material retention, CDMR) as further central services.
HPE Foundation Care Service next business day
Hardware support:
• Coverage period: standard business hours, standard working days. Service is available 9 hours a day Monday through Friday, excluding HPE non-working days, between 8:00 a.m. and 5:00 p.m. local time.
• On-site response time: Next business day on-site response: For incidents involving the hardware covered by the service that cannot be resolved remotely, HPE will take commercially reasonable action to provide an on-site response on the next business day. A Hewlett Packard Enterprise authorized representative will arrive at the customer site within the coverage period to begin hardware maintenance service on the next coverage day after HPE has received and confirmed the request. The on-site response time is the time period that begins after the original request is received and confirmed by HPE. The on-site response time ends when the Hewlett Packard Enterprise authorized representative arrives at the customer's site or when the reported event is closed with an explanation that HPE has determined that on-site action is not required. Requests received outside of the coverage period will be confirmed the next coverage day and service will be provided the following day within the coverage period.
Software support:
• Coverage Period: Standard Business Hours, Standard Business Days. Service is available 9 hours a day Monday through Friday, excluding HPE non-working days, between 8:00 AM and 5:00 PM local time.
• Remote response time: After a software problem is recorded, a Hewlett Packard Enterprise Solution Center representative will respond to the request within two hours.
• Coverage period: 24x7: The service is available 24 hours a day, 7 days a week, including HPE non-working days.
• On-site response time: On-site response within 4 hours: Events in the covered hardware that cannot be remotely resolved, HPE initiates economically sensible measures in order to be able to react on-site within 4 hours. A Hewlett Packard Enterprise authorized representative will arrive at the customer site within the coverage period to commence hardware maintenance service within 4 hours of the request being received and confirmed by HPE. The on-site response time is the time period that begins after the original request is received and confirmed by HPE.
The on-site response time ends when the Hewlett Packard Enterprise authorized representative arrives at the customer's site or when the reported event is closed with an explanation that HPE has determined that on-site action is not required.
• On-site response time: Call-to-repair time of 6 hours: In the event of critical events, HPE attempts to restore the covered hardware to an operational state within 6 hours of receiving the original service request at an economically reasonable effort. The availability of call-to-repair times depends on the distance from the customer Location.
