HPE Services At a glance
HPE Aruba Networking Foundational
Care vs. product warranty
The table below compares standard warranty and Foundational Care support coverage.
Warranties and service contracts Please note this comparison is NOT a legal document and subject to change by HPE.
are significantly different
This document highlights the added
Deliverable Foundational Care Product warranty
value provided by HPE Aruba
Networking Foundational Care
support contracts as compared to Priority‑based with escalation Commercially reasonable
what is covered under the limited management effort; call routing is not
product warranty. As compared to priority‑based
standard warranty, Foundational
Care contracts offer advanced Product conformance break/fix plus: Product conformance:
troubleshooting and the expanded • Comprehensive troubleshooting Break‑fix and replacement
coverage your business needs to • Advice on configuration, only
Technical
operate efficiently. administration, interoperability, and
support
best practices1
• Access to senior product engineers as
needed
Phone support: 24x7x3652 Limited phone support:
Business hours (9x5)3
No weekends/holidays
Software/OS Priority‑based on‑demand patch/ Publicly available software/
support and maintenance releases to remediate critical OS only
updates issues; customer‑specific features may be
prioritized into future releases
Hardware Advanced hardware replacement including Varies from next business day
support next business day and 4‑hour delivery with shipment to 10 days shipment;
on‑site labor options no committed delivery date
service level objective (SLO)
Foundational Care provides technical support with comprehensive troubleshooting, software
updates and upgrades, and hardware replacement. Let’s look at three scenarios that describe
what a customer receives under warranty versus Foundational Care coverage.
1
F or customer planned network updates, upgrades,
or migrations on production networks.
2
Phone support is 9x5 for IMC Software Note: The following scenarios may only describe a portion of what is covered under your
3
F or products purchased post Dec 1, 2018, warranty and HPE Aruba Networking Foundational Care. We encourage you to have an
24x7 support is provided for 90 days;
post 90 days, support is chat only.
in‑depth discussion about your needs with your HPE Aruba Networking representative.
Scenario 1
A customer calls into the Technical Assistance Center (TAC) for help with configuration
questions related to an upcoming wireless and wired integration with their back‑end network
infrastructure.
Warranty only: TAC will not be able to assist as this is not a break‑fix question. The
Customer benefits warranty only covers support on product conformance to specifications.
• A relatively small investment in
Foundational Care support can Foundational Care: HPE Aruba Networking TAC will provide advice on configuration,
make a significant difference administration, interoperability and other best practices with at least 4 business days’ notice
when protecting your mission as described in the TAC User Guide.
critical applications and
running day‑to‑day operations.
Foundational Care coverage Scenario 2
provides:
• Increased productivity through A customer calls into TAC more than 90 days after product purchase to ask about reports of
faster resolution and mitigation of widespread client connectivity issues on the WLAN that is significantly impacting service.
network issues
• Improved operational efficiency Warranty only: TAC will confirm hardware functionality of the product as a standalone
through advanced troubleshooting device and identify if it is a software defect. The case will be assigned the lowest priority
and advice on best practices level and will not receive priority escalation. No support will be provided for network
troubleshooting or making changes in device configuration. The case will only be worked
• Flexible hardware replacement
options to complement your
during local business hours.
capabilities and budget
Foundational Care: TAC will study the network and complete required checks to determine
if the HPE Aruba Networking device is causing the issue. If it is, TAC will perform the
required device changes to stabilize the network. Bug filing and prioritized support from
product engineering are also included if required.
Scenario 3
Customer calls in to report that several access points running ArubaOS are malfunctioning
and requests replacement units.
Warranty only: HPE Aruba Networking will ship replacement product after the receipt of
the RMA (Return Material Authorization) request. There is no delivery commitment date,
which will vary based on customer location.
Foundational Care: Customers with a support contract will receive replacement hardware
either the same day or the next business day depending upon the support program
purchased.
As you can see, a business that requires high availability will benefit from a support contract.
HPE Aruba Networking Foundational Care translates to a wise investment as customers can
leverage enhanced TAC access as well as superior hardware and software support.
Learn more
Please visit arubanetworks.com/support‑services or reach out to your HPE Aruba
Networking representative for more information.
Learn more at
arubanetworks.com/ Chat now
support‑services
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without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty
statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.
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