Data sheet

HPE Datacenter Care for SAP HANA Tailored Datacenter Integration (TDI)

Service overview

This data sheet addendum to the HPE Datacenter Care data sheet describes the HPE SAP HANA Tailored Datacenter Integration service features, which are an optional extension of HPE Datacenter Care services. Under HPE Datacenter Care services, a mutually agreed-upon and executed Statement of Work (SOW) will detail the precise combination of hardware supported and reactive and proactive support features provided, including HPE SAP HANA Tailored Datacenter Integration Support Service, if purchased, based upon your requirements.
HPE SAP HANA Tailored Datacenter Integration Support Service provides context-aware remote SAP HANA Tailored Datacenter Integration (TDI) support services for eligible Hewlett Packard Enterprise and SAP products included in your SAP HANA TDI infrastructure. With HPE SAP HANA Tailored Datacenter Integration Support Service, your IT staff has access to the HPE SAP HANA Center of Excellence, which is more fully described below. HPE SAP HANA Center of Excellence works with your IT team to provide support for problem diagnosis to help work toward resolution for incidents on eligible HPE branded TDI compute blocks. Eligible HPE hardware products under this coverage receive assistance in troubleshooting problems and identifying potential configuration and hardware-related issues. Please refer to HPE supported TDI compute block listing for HPE compute blocks that are eligible for coverage under this service. This support service does not include assistance with troubleshooting incidents related to virtualized SAP HANA environments.
If you are unable to determine the nature of an HPE SAP HANA TDI problem, you may contact Hewlett Packard Enterprise directly. You can make the first call directly to the HPE SAP HANA Center of Excellence to help make this determination. If the reported incident is related to the SAP HANA database, based upon your preference, HPE can either initiate the collaborative engagement with SAP, or you can contact SAP directly to initiate the engagement. In situations where you are able to determine that the nature of the problem is SAP HANA database related, HPE recommends that you contact SAP directly.