Aruba Support Services

July 2019
Aruba Services Offerings

Foundation Care (24x7 technical support/SW updates and

upgrades/ Advanced HW replacement)

Partner Branded Support (joint support for qualified partners)

Premier Support (advanced, personalized remote technical

support option)

Resident Engineer (On-site technical expertise option)

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Foundation Care
Aruba Hardware/Software Support

Key Features
• Priority-based technical phone support
• Access to Software updates and upgrades
Foundation Care
• Hardware replacement options
Help me identify issues with my • NBD Exchange – PARTS Delivery ONLY (24x7 tech phone support)
Aruba network environment and • 4 Hour Exchange – PARTS Delivery ONLY (24x7 tech phone support)
give me rapid access to technical
• NBD – PARTS AND LABOR Onsite (9x5 technical phone support)
expertise
• 24x7, 4 Hour – PARTS AND LABOR Onsite (24x7 tech phone support)
• 6 Hour Call To Repair – PARTS AND LABOR Onsite (24x7 tech phone
support)

Note: All Foundation Care services include access to software updates with prioritization of specific feature updates, patches and fixes beyond the generally
available software/OS releases included with the product purchase 3
Partner Branded Support

Partner Brand Support for Networking

• Hardware & software telephone support

• Parts replacement
Aruba PBS • Access to electronic support information and tools
• License to use software updates
Channel Service Program that • Software product and documentation updates
enables Aruba Channel • Applicable to qualified* HPE Partners
Partners to offer their own
brand of support services and Partner Provides HPE Aruba Provides
obtain backline support from L1 and L2 technical support to end L3 technical support to the partner
Aruba/HPE customer (24x7)
Advanced HW replacement SLA NBD parts delivery to end
options to end customer customer
Software distribution to end Software updates and upgrades to
customer partner
*Gold or higher certification for HPE Networking products/solutions

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Support Services By Product Family
Foundation Care and PBS Portfolio Eligibility (by service level)
FC NBD FC 4hr FC 24x7 ONSITE
FC NBD ONSITE FC CTR ONSITE Partner-Branded
Product Family EXCHANGE EXCHANGE (H7J34AC,
(H7J32AC, H7J33AC) (H7J36AC, H7J37AC) Support (H1L06AC)
(H8A01AC) (H8A02AC) H7J35AC)

Controllers      
Instant/Unified
Access Points   X* X* X* 

Controller
Managed APs   X* X* X* 

Clear Pass,
IntroSpect, Airwave      
Appliances
Campus Switching,
Routing      

OfficeConnect
Switching   X* X* X* 

WLAN Accessories   X X X 

ClearPass, Airwave,  
SW Support SW Support SW Support SW Support
AOS Licenses** SW Support SW Support

** SKU’s ending in “AAE”

* Custom Quote only
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Other Options for Foundation Care and PBS
• FC Hardware-only support sku’s for products managed by an Aruba Central Subscription
• These “HW” support sku’s can be added to any product which is part of a subscription purchase
• Available for IAP’s, Gateways and Switches

• FC and PBS reduced price support sku’s for Education/Retail customers

• FC and PBS reduced price support sku’s for Volume purchases

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Who qualifies for Education/Retail, Volume or Multi-Year Discounts?

Education / Retail Support Volume Support Services Multi-Year Support Services

Services Discounts Discounts Discounts
– Educational institutions eligible to receive – Discounts are available for certain
this discount: product categories based on volume of – Foundation Care and Partner Branded
product and support purchased Support services multi-year SKUs have
– K-12 schools been re-priced with the new Aruba multi-
– Colleges and Universities – Once the thresholds are reached for year discounts
IAPs/UAPs or AOS licenses, the
– Retail Companies eligible to receive this customer is eligible to receive the – These new multi-year discounts are
discount: discounted support services price going incorporated into the new List Price of
forward. the support services SKUs
– Retail stores
– Retail outlets – Customer must purchase support for the – Discounts include:
exact same product in order to be – 10% for 3 year contracts
– Available for: Controllers, AOS software eligible for the volume discount.
licenses, IAPs/UAPs, Airwave, Clear
– 12.5% for 4 year contracts
Pass, Campus Switches – Volume Discounts are also available for
Education/Retail customers – 15% for 5 year contracts
– Discounts vary by product category
– Volume Discounts criteria different for – Support Service contracts must be pre-
campus switches paid in order to receive these discounts

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Education/Retail SKUs and discounts for switches
Education/Retail SKUs
– Reduced support services pricing for switches sold to education accounts and retail clients.
– Eligible switching platforms: 25xx, 29xx, 38xx, 54xx, 8xxx, 51xx, 55xx, 75xx and 105xx.
Notes
– The discounts are already embedded into the price of the support
– Other than standard channel discounts, do not add additional discounts or the order will be rejected
– Previously, the Education/Retail reduced support service pricing was only available for WLAN
infrastructure being sold to those markets.
– Customer will also be eligible for these reduced prices when their Aruba Support Services contract is up
for renewal.
– Switching Products which are end-of-sale before June 2019 are not eligible for the use of these sku’s at
time of renewal

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Volume Support Services for switches

Volume Discounts
Aruba is expanding the volume discount pricing for support services to include the following switching platforms:
25xx, 26xx, 29xx, 38xx and 54xx.
Two tiers available:
– Purchases of support services for more than 100 switches
– Purchases of support services for more than 500 switches
Notes:
– In order to receive the reduced prices, purchases of support must be made on a single purchase order for a
single switch platform.
– Volume discount is not applicable for mix/match of switch platforms.
– Volume discounts are also available for EDU/Retail markets.
– To find the specific Education/Retail and Volume support service SKU’s for each of the in-scope switching
products, access Support Services Central at http://ssc.hpe.com/portal/site/ssc/

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Foundation Care and PBS
EDU/R and Volume
Foundation
Care/PBS Support
FC/ PBS Services
Volume (Tier 1) SKUs
Volume (Tierby
2) product family
Volume (Tier 2) for
AOS Volume (Tier 1)
Product Family Edu/Retail License Support 500+
SKUs All Markets All Markets Edu/Retail only
SKU Lifetime All Markets
All Markets

Controllers   X X X X

IAPs / UAPs      X

AOS Licenses   X X X 

Controller
Managed APs
 X X X X X

Clear Pass   X X X X

Airwave   X X X X

Campus
Switching*
     X

* Note: Volume sku’s only available for Aruba 25xx, 29xx, 38xx and 54xx switches. Data center Networking switches excluded from
EDU/R and Volume offerings.
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 Reduced Price as compared to Standard WW Reference
Foundation Care Support
Product Type Discount Volume threshold Embedded Discount % Market
IAP/UAP/Switches Education/Retail N/A 38% Education/Retail

Airwave, Clear Pass Education/Retail N/A 56% Education/Retail

Controller Education/Retail N/A 43% Education/Retail

IAPs/UAPs Volume, Tier 1 200 - 999 Lifetime 25% Enterprise

IAPs/UAPs Volume, Tier 2 ≥ 1000 Lifetime 38% Enterprise

IAPs/UAPs Volume T2 & Education/Ret ≥ 1000 Lifetime 50% Education/Retail Vol

Switches Volume, Tier 1 100 - 499 on single order 25% Enterprise

Switches Volume Tier 2 ≥ 500 on single order 38% Enterprise

Switches Volume T2 & Education/Ret ≥ 500 on single order 50% Education/Retail Vol

AOS License* Education/Retail N/A 43% Education/Retail

AOS License* Volume ≥ 500 Lifetime 29% Enterprise

AOS License* Education/Ret Volume ≥ 500 Lifetime 64% Education/Ret Volume

*See slide notes for in- Notes:

• Embedded Discount % shown is off of Standard Foundation Care WW Reference Price
scope sku’s
• Suggested price to end-customer
• Customer must meet Edu/Retail requirements in order to use unique SKUs or risk order being de-booked
• Pricing will be the same for Fixed and Flex Support Services 11
Back Up

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 Aruba Foundation Care Structure Sold with product only Used for New
➢ Flex Support Services 3, 4 & 5 year (“Upfront”) Business or
NOT used for renewals. Renewals
➢ Fixed Support Services 1, 3, 4 & 5 year
Package Aruba
SKU Fixed Flex
HW SW
SS SS
Contract Legacy
Equiv
24X7X6 HR CTR
Foundation Care Call-To-Repair ** H7J36AC 24X7X2 X X X N/A
(ONSITE)

24X7X4 HR
Foundation Care 24 X 7 ** H7J34AC 24X7X2 X X X N/A
(ONSITE)

Foundation Care NBD ** H7J32AC 9X5XNBD (ONSITE) 9X5X2 X X X N/A

Same Day
Foundation Care 4hr Exchange H8A02AC 24X7X4 EXCH 24X7X2 X X
ArubaCare

Foundation Care NBD Exchange H8A01AC 24X7XNBD EXCH 24X7X2 X X X ArubaCare

Foundation Care Same Business Day (APJ/Japan) H8B30AC 9X5X4 (ONSITE) 9X5X2 X X N/A

** Not available with standard pricing for Access Points. Requires custom quote with confirmation of delivery availability.
(1) CDMR package versions only for fixed Support Services with onsite service levels only.
(2) Contractual and Flex will include CDMR as choice in DMR package versions.
(3) PW and Renewal Fixed Support Services will be available for these SLs too

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 Aruba Foundation Care Structure with DMR/CDMR
➢ For Aruba Networking products, DMR packages are priced the same as the standard packages
➢ DMR package required when customer is requesting CDMR as an option
Sold with product only
➢ CDMR only available with ONSITE service levels (“Upfront”) Used for New
NOT used for renewals. Business or
Renewals

For CDMR: Package Aruba

Fixed Flex
• Quote DMR Package from list below SKU HW SW
SS SS
Contract Legacy
• Add CDMR Option under offer HA151AC Equiv
24X7X6 HR CTR
Foundation Care Call-To-Repair with DMR ** H7J37AC 24X7X2 X X X N/A
(ONSITE)

Foundation Care 24 X 7 with DMR ** 24X7X4 HR

H7J35AC 24X7X2 X X X N/A
(ONSITE)

Foundation Care NBD Onsite with DMR ** H7J33AC 9X5XNBD (ONSITE) 9X5X2 X X X N/A

Foundation Care SBD Onsite w/DMR **(Japan Only) H8B39AC 9X5X4 (ONSITE) 9X5X2 X X N/A

** Not available with standard pricing for Access Points. Requires custom quote with confirmation of delivery availability.

(1) CDMR package versions only for fixed Support Services with onsite service levels only.
(2) Contractual and Flex will include CDMR as choice in DMR package versions.

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 Aruba Partner-Branded Support Structure Sold with product only Used for New
➢ Flex Support Services 1, 3, 4 & 5 year (“Upfront”) Business or
NOT used for renewals. Renewals
➢ Not an option for Fixed Support Services
Package Aruba
SKU Fixed Flex
HW SW
SS SS
Contract Legacy
Equiv

Standard Partner Branded Support (PBS) PartnerCare

H1L06AC 24X7XNBD EXCH 24X7X2 N/A X X
or ArubaPro

PartnerCare
PBS – Education/Retail H9PX2AC 24X7XNBD EXCH 24X7X2 N/A X X
or ArubaPro
PartnerCare
PBS – Volume T1 HT6F7AC 24X7XNBD EXCH 24X7X2 N/A X X
or ArubaPro

PBS – Volume T2 PartnerCare

HT6F8AC 24X7XNBD EXCH 24X7X2 N/A X X
or ArubaPro

PartnerCare
PBS – EDU/R Volume T2 HT6G5AC 24X7XNBD EXCH 24X7X2 N/A X X
or ArubaPro

(1) All PBS packages contain the same three offers: H1L04AC, HA156AC and HA158AC

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Aruba Foundation Care EDU/R Sold with product only Used for New
➢ Flex Support Services 3, 4 & 5 year (“Upfront”) Business or
NOT used for renewals. Renewals
➢ Fixed Support Services 1, 3, 4 & 5 year
Package Aruba
SKU Fixed Flex
HW SW
SS SS
Contract Legacy
Equiv
24X7X6 HR CTR
Foundation Care Call-To-Repair EDU/R** H9PX7AC
(ONSITE)
24X7X2 X X X N/A

24X7X4 HR
Foundation Care 24 X 7 Onsite EDU/R** H9PX5AC 24X7X2 X X X N/A
(ONSITE)

Foundation Care NBD Onsite EDU/R ** H9PX3AC 9X5XNBD (ONSITE) 9X5X2 X X X N/A

Same Day
Foundation Care 4hr Exchange EDU/R H9PY7AC 24X7X4 EXCH 24X7X2 X X
ArubaCare

Foundation Care NBD Exchange EDU/R ArubaCare

H9PX9AC 24X7XNBD EXCH 24X7X2 X X X
“EN” SKU’s
Foundation Care Same Business Day (APJ/Japan) HF2M0AC 9X5X4 (ONSITE) 9X5X2 X X N/A

** Not available with standard pricing for Access Points. Requires custom quote with confirmation of delivery availability.

Note: Availability is dependent upon product and customer eligibility.

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Aruba Foundation Care Volume and EDU/R w/Volume
➢ Flex Support Services 3, 4 & 5 year Sold with product only Used for New
(“Upfront”) Business or
➢ Fixed Support Services 1, 3, 4 & 5 year NOT used for renewals. Renewals

Contractrual
Package Fixed Flex
SKU HW SW Contract
SS SS

Foundation Care NBD Exchange Vol T1 HT6F9AC 24X7XNBD EXCH 24X7X2 X X X

Foundation Care NBD Exchange Vol T2 HT6G0AC 24X7XNBD EXCH 24X7X2 X X X

Foundation Care 4 hr Exchange Vol T1 HT6G1AC 24X7X4 EXCH 24X7X2 X X

Foundation Care 4hr Exchange Vol T2 HT6G2AC 24X7X4 EXCH 24X7X2 X X

Foundation Care NBD Exchange EDU/R VolT2 HT6G3AC 24X7XNBD EXCH 24X7X2 X X X

Foundation Care 4 hr Exchange EDU/R VolT2 HT6G4AC 24X7X4 EXCH 24X7X2 X X

Note: Availability is dependent upon product and customer eligibility. See Slide 11 for details.

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Aruba Foundation Care for Software Lic
Sold with product only Used for New
➢ Flex Support Services 3, 4 & 5 year (“Upfront”) Business or
NOT used for renewals. Renewals
➢ Fixed Support Services 1, 3, 4 & 5 year

Package
SKU Fixed Flex
HW* SW Contract
SS SS

Foundation Care 24 X 7 H7J34AC N/A FOR SW 24X7X2 X X X

Foundation Care 24 X 7 EDU/R H9PX5AC N/A FOR SW 24X7X2 X X X

Foundation Care NBD Exchange EDU/R VolT2 HT6G3AC N/A FOR SW 24X7X2 X X X

*Hardware offer will be dropped/not priced for software products.

Note: Availability is dependent upon product and customer eligibility. See Slide 11 for details.

Only available for the following products:

HPE P/N Aruba P/N Description
JW472AAE LIC-AP Aruba Cntrlr Per AP Capacity Lic E-LTU
JW471AAE LIC-ENT Aruba Cntrlr Per AP Ent Lic Bundle E-LTU
JW473AAE LIC-PEF Aruba Cntrlr Per AP PEF Lic E-Ltu
JW474AAE LIC-RFP Aruba Cntrlr Per AP RFProtect LIC E-LTU
JW546AAE LIC-AW Aruba AirWave 1 Device LIC E-LTU
JZ148AAE LIC-VIA Aruba LIC-VIA Per VIA Cliet Lic E-LTU
Q9B90AAE N/A Aruba ADV Crypto 1 Session Lic E-LTU

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Foundation Care for Aruba - Service Levels
• Aruba Foundation Care NBD Exchange – PARTS ONLY
• 24x7 Coverage – 2 hour callback
• NBD delivery of replacement hardware

• Aruba Foundation Care 4 hour Exchange – PARTS ONLY

• 24x7 Coverage – 2 hour call back
• 4 hours for delivery of replacement hardware

• Aruba Foundation Care NBD – PARTS AND LABOR

• M-F local business hours – 2 hour call back
• NBD onsite response time for hardware issues

• Aruba Foundation Care 24x7 – PARTS AND LABOR

• 24x7 Coverage – 2 hour call back
• 4 hour onsite response time for hardware issues

• Aruba Foundation Care CTR – PARTS AND LABOR

• 24x7 Coverage – 2 hour call back
• Commitment to have the hardware operational within 6 hours Designed for Mission Critical Environments
• Enhanced parts inventory
• Customer site must be within 50 miles of depot and engineer
• CTR = Call to Repair

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Aruba HW Replacement Services by Product Family
Aruba HW
Aruba HW Aruba HW
Aruba Full Replacement SVC
Product Family Replacement SVC – Replacement SVC
Foundation Care – SBD Onsite
NBD Exchange - 24x7 Onsite
(Japan only)
Aruba Controller
Gateways
   
SKU’s are:
Aruba 2920, 2930F • Support for devices deployed
and 2930M     in an Aruba Central managed
Switches environment
Aruba 2530, 2540 • Fixed Packaged Support
Switches
    Services
• Have “HW” in the description
Aruba 3810M  • EXAMPLE:. HF8U5E = 1Y FC
switches
   NBD Exch HW Aruba 2530 8G
Switch SVC
Aruba 5400
switches
   

Aruba IAPs, Unified

AP’s
  X X
Aruba Controller
Managed AP’s
 X X X

Clear Pass,
Introspect and  X X X
Airwave Appliances
Other Switching and
 X X X
Routing Products 20