HP Software Support Foundation - Data Sheet (US English)

<strong>Data</strong> sheet | <strong>HP</strong> <strong>Software</strong> <strong>Support</strong> <strong>Foundation</strong><strong>HP</strong> <strong>Software</strong> <strong>Support</strong> specifications and features (continued)FeatureDelivery specificationsConcurrent supportFor any Update delivered under <strong>Support</strong>, <strong>HP</strong> authorizes you, for a period of six (6) months from the delivery of said Update to use boththe current <strong>Software</strong> Version and the Update simultaneously at no additional charge (“Update Concurrent Use Period”). With respectto an <strong>HP</strong> authorized migration, <strong>HP</strong> authorizes you to use both the current <strong>Software</strong> Version and the Migrated <strong>Software</strong> simultaneously(“Migrated <strong>Software</strong> Concurrent Use Period”) for the period of time specified per the categories below at no additional charge.Migrated <strong>Software</strong> results from an <strong>HP</strong> authorized migration from a current <strong>Software</strong> product to a different <strong>HP</strong> <strong>Software</strong> product.Notwithstanding the foregoing, neither the Update Concurrent Use Period nor the Migrated <strong>Software</strong> Concurrent Use Period(collectively referred to as the “Concurrent Use Periods”) may extend beyond End of <strong>Support</strong> for the current <strong>Software</strong> product. Duringthe Concurrent Use Periods, you are only authorized to use the Update or Migrated <strong>Software</strong> to manage the same environment thatis currently managed using the current <strong>Software</strong> Version. At the end of the Update or Migrated <strong>Software</strong> Concurrent Use Period, yourlicense for the current <strong>Software</strong> Version will terminate.<strong>HP</strong> will classify each <strong>Software</strong> migration into one of the following four categories:• Standard (6 month Concurrent Use Period)• Advanced (12 month Concurrent Use Period)• Complex (18 month Concurrent Use Period)• Exceptional (24 month Concurrent Use Period)End of support<strong>HP</strong> will provide full support for all Major Version, Minor Version, and YYYY.MM Versions of products listed at support.openview.hp.com/pdf/hpsw_products_support_policy.pdf. Some products follow the YYYY.MM Version number scheme where YYYYrepresents the four digit year and MM represents the two digit month in which the product version was released. Full support will beavailable for a minimum of either four (4) years from the general availability of a release or a minimum of three (3) years from thegeneral availability of a release as set forth in the preceding link (“Committed <strong>Support</strong>”). Product specific end dates for Committed<strong>Support</strong> are published on SSO.<strong>HP</strong> will offer a minimum of two (2) additional years of support for products that have reached end of their Committed <strong>Support</strong> life andfor which a successor product or product version is commercially available under <strong>Support</strong>. An additional charge will be levied for thisservice (“Extended <strong>Support</strong>”). Product specific end dates for Extended <strong>Support</strong> are published on SSO.Extended <strong>Support</strong> is limited to:• Around the clock self-solve support• Access to technical support engineers• Access to existing patches and hot-fixes created while the product version was in Committed <strong>Support</strong>.No new enhancement requests, patches, fixes, document changes or platform certifications will be made for product versions inExtended <strong>Support</strong>.DiscontinuationIf <strong>HP</strong> discontinues a product and no successor product is commercially available under <strong>Support</strong>, <strong>HP</strong> will provide full support for aminimum of five (5) years from the product’s last generally available release date if: (a) you have paid all applicable <strong>Support</strong> fees todate, and (b) you continue to pay all applicable <strong>Support</strong> fees.For a description on how end of support is handled for non-branded <strong>HP</strong> <strong>Software</strong> products and dependent components, refer tothe <strong>HP</strong> <strong>Software</strong> Obsolescence Policy at support.openview.hp.com/pdf/obsolescence_policy_v4_4.pdfThe above applies to the latest generally available release as of June 1, 2012 and all future releases, if any, of all <strong>HP</strong> <strong>Software</strong>products as listed at support.openview.hp.com/pdf/hpsw_products_support_policy.pdf. For (a) all other releases of <strong>HP</strong> <strong>Software</strong>products listed at the above link and (b) all <strong>HP</strong> <strong>Software</strong> products not listed at the above link:<strong>HP</strong> provides support for the current and previous Minor Versions of the current Major Version. <strong>HP</strong> will support the last Minor Versionof a Major Version (for example, 6.2) for either (i) twenty-four (24) months from the date when a new Major Version (for example,7.0) becomes generally available or, (ii) until the date when the next Major Version (for example, 8.0) becomes generally available,whichever occurs earlier. If <strong>HP</strong> discontinues a product and does not make another Minor Version commercially available as an Update,<strong>HP</strong> will provide support for twenty-four (24) months from the date of the product discontinuance notice. <strong>HP</strong> may discontinue specific<strong>Support</strong> offerings no longer generally offered by <strong>HP</strong> upon sixty (60) days’ notice.Return to supportIf you allow <strong>Support</strong> to lapse, you may reenroll only upon completing all of the following: (a) payment to <strong>HP</strong> of the annual <strong>Support</strong> feefor the renewal term, (b) payment to <strong>HP</strong> of one hundred percent (100%) of all annual <strong>Support</strong> fees that would have been paid had younot terminated <strong>Support</strong> offerings or lapsed in any applicable <strong>Support</strong> fee, (c) payment to <strong>HP</strong> of an administrative fee of fifteen percent(15%) of the total past <strong>Support</strong> fees to resume <strong>Support</strong>, if applicable, and (d) changing certain of your hardware or software to meeteligibility requirements of new versions.4

<strong>Data</strong> sheet | <strong>HP</strong> <strong>Software</strong> <strong>Support</strong> <strong>Foundation</strong>The following additional terms are hereby incorporated into this data sheet:FeatureDelivery specificationsGeneral a. Exclusions. <strong>HP</strong> is not obligated to provide warranty services or support for any claims resulting from:1. Improper site preparation, or site or environmental conditions that do not conform to <strong>HP</strong> site specifications;2. Customer’s non-compliance with <strong>HP</strong> specification, statements of work or this data sheet;3. Improper or inadequate maintenance or calibration;4. Customer or third-party media, software, interfacing, supplies, or other products;5. Modifications not performed or authorized by <strong>HP</strong>;6. Virus, infection worm, or similar malicious code not introduced by <strong>HP</strong>; or7. Abuse, negligence, accident, loss or damage in transit, fire or water damage, electrical disturbances, transportation bycustomer or other causes beyond the control of <strong>HP</strong>.b. Local availability. Customer may order support from <strong>HP</strong> current support offerings. Some offerings, features and coverage(and related software) may vary according to <strong>HP</strong> resources and products in your environment or may not be available in allcountries or areas. In addition, delivery of support outside of the applicable <strong>HP</strong> coverage areas may be subject to travelcharges, longer response times, reduced restoration or repair commitments and reduced coverage hours.c. Relocation. Relocation of any software under support is the responsibility of customer and is subject to local availability,and may result in changes to support fees. Reasonable advance notice to <strong>HP</strong> may be required to begin support after relocation.For software products, any relocation is also subject to the license terms for such software. Customer may be required to executeamended or new documents as a result of relocation.d. Service providers. <strong>HP</strong> reserves the right and customer agrees to <strong>HP</strong> use of <strong>HP</strong> authorized service providers to assist in thedelivery of support.e. Modifications. Customer will allow <strong>HP</strong>, at <strong>HP</strong> request and at no additional charge, to modify software to improve operation,supportability, and reliability or to meet legal requirements.f. Force majeure. Neither party will be liable for performance delays nor for non-performance due to causes beyond itsreasonable control; however, this provision will not apply to customer’s payment obligations.Site and product accessCustomer shall provide <strong>HP</strong> access to the software covered under support; and if applicable, adequate working space and facilitieswithin a reasonable distance of the software; access to and use of information, customer resources, and facilities as reasonablydetermined necessary by <strong>HP</strong> to service the software; and the other access requirements described in this data sheet. If customer failsto provide such access, resulting in <strong>HP</strong> inability to provide support, <strong>HP</strong> shall be entitled to charge customer for the support call at <strong>HP</strong>published service rates. Customer is responsible for removing any software ineligible for support, as advised by <strong>HP</strong>, to allow<strong>HP</strong> to perform support. If delivery of support is made more difficult because of ineligible software, <strong>HP</strong> will charge customer for theextra work at <strong>HP</strong> published service rates.6

<strong>Data</strong> sheet | <strong>HP</strong> <strong>Software</strong> <strong>Support</strong> <strong>Foundation</strong><strong>HP</strong> <strong>Software</strong> <strong>Support</strong> terms (Continued)FeatureDelivery specifications<strong>Software</strong> support a. Eligibility. Customer may purchase available software support for <strong>HP</strong> branded software only if customer can provide evidence ithas rightfully acquired an appropriate <strong>HP</strong> license for such software. <strong>HP</strong> will be under no obligation to provide support due to anyalterations or modifications to the software not authorized by <strong>HP</strong> or for software for which customer cannot provide a sufficientproof of a valid license.b. Documentation. If customer purchases a software support offering that includes documentation updates along with the right tocopy such updates, customer may copy such updates only for software under such coverage. Copies must include appropriate <strong>HP</strong>trademark and copyright notices.Use of proprietaryservice toolsfor support<strong>HP</strong> will require customer’s use of certain hardware and/or software system and network diagnostic and maintenance programs(“Proprietary Service Tools”), as well as certain diagnostic tools that may be included as part of the customer’s system, for delivery ofsupport under certain coverage levels. Proprietary Service Tools are and remain the sole and exclusive property of <strong>HP</strong>, are provided“as is,” and include, but are not limited to: remote fault management software, network support tools, Insight Manager, Instant<strong>Support</strong> and Instant <strong>Support</strong> Enterprise Edition (known as “ISEE”). Proprietary Service Tools may reside on the customer’s systems orsites. Customer may only use the Proprietary Service Tools during the applicable support coverage period and only as allowed by <strong>HP</strong>.Customer may not sell, transfer, assign, pledge or in any way encumber or convey the Proprietary Service Tools.Upon termination of support, customer will return the Proprietary Service Tools to <strong>HP</strong> or allow <strong>HP</strong> to remove these Proprietary ServiceTools. Customer will also be required to:a. Allow <strong>HP</strong> to keep the Proprietary Service Tools resident on customer’s systems or sites, and assist <strong>HP</strong> in running them;b. Install Proprietary Service Tools, including installation of any required updates and patches;c. Use the electronic data transfer capability to inform <strong>HP</strong> of events identified by the software;d. If required, purchase <strong>HP</strong>-specified remote connection hardware for systems with remote diagnosis service; ande. Provide remote connectivity through an approved communications line.Customer a. <strong>Data</strong> backup. To reconstruct lost or altered customer files, data or programs, customer must maintain a separate backup systemresponsibilitiesor procedure that is not dependent on the software under support.b. Temporary workarounds. Customer will implement temporary procedures or workarounds provided by <strong>HP</strong> while <strong>HP</strong> works onpermanent solutions.c. Hazardous environment. Customer will notify <strong>HP</strong> if customer uses software in an environment that poses a potential health orsafety hazard to <strong>HP</strong> employees or subcontractors. <strong>HP</strong> may require customer to maintain such software under <strong>HP</strong> supervision andmay postpone service until customer remedies such hazards.d. Authorized representative. Customer will have a representative present when <strong>HP</strong> provides support at customer’s site.e. <strong>Software</strong> list. Customer will create and maintain a list of all software under support including: the location of the software andcoverage levels. Customer shall keep the list updated during the applicable support period.7

<strong>Data</strong> sheet | <strong>HP</strong> <strong>Software</strong> <strong>Support</strong> <strong>Foundation</strong><strong>HP</strong> <strong>Software</strong> ServicesOrdering information<strong>HP</strong> <strong>Software</strong> <strong>Support</strong> 9x5 may be ordered using service product numbers HA106A1(upfront 1-year) HA106A3 (upfront 3-year) and HA106AC (contractual).<strong>HP</strong> <strong>Software</strong> <strong>Support</strong> 24x7 may be ordered using service product numbers HA107A1(upfront 1-year) HA107A3 (upfront 3-year) and HA107AC (contractual).For more informationFor additional information on <strong>HP</strong> <strong>Software</strong> Services, visithp.com/go/hpsoftwaresupport/support_options.Through our innovative offerings in <strong>Support</strong>, <strong>Software</strong>-as-a-Service (SaaS) and ProfessionalServices, we partner with you to help enable your success and ROI.To access technical interactive support, visit hp.com/go/btosoftware and reviewKey Resources and Featured Services.<strong>HP</strong> <strong>Software</strong> Global <strong>Support</strong> Delivery is certifiedby TSIA as a worldwide Certified <strong>Support</strong> StaffExcellence Center. Customers can purchase<strong>HP</strong> <strong>Software</strong> products with confidence knowingthat <strong>HP</strong> meets high industry support standards.Please see: TSIA.com for more information.The <strong>HP</strong> <strong>Software</strong> Solutions Community is your place to network, learn, and participate viaforums, events, blogs and more.Learn more athp.com/go/swcommunitySign up for updateshp.com/go/getupdated Share with colleagues Rate this document© Copyright 2009–2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warrantiesfor <strong>HP</strong> products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed asconstituting an additional warranty. <strong>HP</strong> shall not be liable for technical or editorial errors or omissions contained herein.TSIA and the TSIA logo are the trademarks or registered trademarks in the U.S. and other countries of Technology Services Industry Association.4AA2-4735ENW, November 2013, Rev. 7