HPE Software Support Foundation — 3 Year 9x5 Exchange | ArcSight, Software Support — HX5M9PE

Keep ArcSight infrastructures operational with a 3 Year, 9x5 Exchange software support contract that includes electronic and physical delivery. Prioritize timely issue resolution, replacement service when required, and predictable maintenance for security operations and compliance workloads. Resolve ArcSight software incidents via 9x5 support with 3 Year coverage Restore affected components using Exchange replacement with electronic and physical delivery Escalate priority cases via structured support workflows with HPE case management Access knowledge-base articles and updates using electronic delivery with ticketing Reduce on-premises downtime via Exchange replacement with validated replacement parts Maintain compliance reporting continuity via vendor-backed software support with 3 Year term Coordinate cross-team remediation using vendor escalation and 9x5 response with documented SLAs Key Features 3 Year support term 9x5 coverage window Exchange replacement service type Electronic and physical delivery channels Provided support: Software Support and Replacement Service main type: Exchange Service description: Software Support Foundation FAQ What does 9x5 coverage mean under this support contract? 9x5 coverage means HPE provides support during standard business hours, nine hours per day, five days per week; incidents reported within those hours receive response according to the contract's escalation and SLA terms. Does this contract include hardware replacement for ArcSight appliances? Yes. The contract is an Exchange service that provides replacement pathways via electronic and physical delivery where applicable; eligibility depends on the covered product and warranty status. How are support cases initiated and tracked? Support cases are opened through HPE's electronic ticketing system and can be escalated per documented workflows; case status and KB references are provided during the support lifecycle. Is on-site engineering included in this service? This offering is scoped as a 9x5 Exchange support service emphasizing electronic and physical replacement rather than routine on-site engineering; on-site services would require a different contract or upgrade.