HPE Partner Ready for Services Delivery Operations Guide

CONFIDENTIAL | AUTHORIZED HPE PARTNER USE ONLY

HPE Partner Ready for

Services Delivery
Delivery Operations Guide

Document Reference: WW-PRSD-OG-2.6

Version: v2.7 – May 2023
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Document Revision History

DOCUMENT
DATE APPROVED BY SECTION AND TEXT REVISED
VERSION

October 1, 2018 1.0 Kwan Chee Hong Initial Document Publishing

November 1, 2019 2.0 Kwan Chee Hong 2.7 Get Well probation (new); 4.17 Privacy Compliance
(revision) and many other

May 1, 2020 2.1 Kwan Chee Hong 4.18 Business Continue Planning (NEW chapter for BCP
added); 4.3 Review Meetings (content extension on Partner
participation in the Program); 5. Parts (content extension)

November 1, 2020 2.2 Kwan Chee Hong 2.3 HPE Partner Delivery Rules of Engagement (content
change); 2.6. Get Well Probation (content extension under
IMPORTANT note); 2.5 Delivery Assessment, Ongoing
Compliance and Renewal; 3.1.3 Break Fix Services
Management (content extension); [Link] Repair
Management Process (Name and Signature of Engineer;
4.8 Quality of Repair (content extension); 4.15 Audit,
Investigation and Record Retention (content extension); 5.2.
Genuine HPE Spare Parts Definition (content extension);
6.4.2 PSP Registration (content extension)

May 3, 2021 2.3 Kwan Chee Hong 5.2 Genuine HPE Spare Parts Definition: HPE PDS
changed to HPE Partner Delivery; 6.4.2 DRE Triggered by
PSP Registration (content adjustment); 6.1.1 General
Principles (content adjustment)

November 1, 2021 2.4 Kwan Chee Hong 2.3.3 updated; [Link] Partner Responsibilities; 6.4
Miscellaneous Event Reimbursement; 6.5.2 updated

May 1, 2022 2.5 Kwan Chee Hong 2.3.1 updated; 2.3.2 updated; 2.3.3 deleted; 2.3.4 – 2.3.6
renumbered and updated; [Link] updated

November 1, 2022 2.6 Kwan Chee Hong All – Standardized reference to HPE Partner Ready Portal
2.1 Partner Accreditation and Authorized Delivery Scope;
2.2 Qualification Requirements; 2.8 Compliance HPE
Policies, Local & International Laws; 3.1.3 Break Fix
Services Management; 4.17.1 Health Insurance Portability
and Accountability Act (HIPAA); 4.17.2 General Data
Protection Regulation (GDPR); 5.1 Overview; 5.4 Ordering
Method; 5.6 Parts Supply Models; 5.7 Invoicing; [Link]
Return Guidelines; [Link] By Repair Strategies; [Link] By
Service Level; 6.5.1 DRE Overview

May 1, 2023 2.7 Kwan Chee Hong Standardized reference to HPE myDelivery page across
the document
2.3.1 – updated
2.3.2 - updated
Acronyms table added at the end of the document
Standardized reference to all acronyms across the
document
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Contents

Important notice .............................................................................................................................................. 5

1. Overview ...................................................................................................................................................... 6
1.1 Getting Started ................................................................................................................................. 6
1.2 Read This Guide .............................................................................................................................. 6
1.3 Provision of Key Information ............................................................................................................ 6
1.4 Program Benefits ............................................................................................................................. 6
2. HPE Partner Ready for Services Delivery Program.................................................................................. 8
2.1 Partner Accreditation and Authorized Delivery Scope ..................................................................... 8
2.2 Qualification Requirements .............................................................................................................. 9
2.3 HPE Partner Delivery Rules of Engagement .............................................................................. 10
2.4 Intellectual Property: Access, Use and Protection ......................................................................... 12
2.5 Delivery Assessment, Ongoing Compliance and Renewal............................................................ 13
2.6 Get Well Probation......................................................................................................................... 14
2.7 Payment Recovery Procedure ....................................................................................................... 15
2.8 Compliance HPE Policies, Local & International Laws .................................................................. 15
2.9 Termination .................................................................................................................................... 15
3. Roles & Responsibilities .......................................................................................................................... 16
3.1 Partner Roles & Responsibilities ................................................................................................... 16
3.2 HPE Roles & Responsibilities ........................................................................................................ 26
4. Terms………………………………………………………………………………………………………………...27
4.1 Permits, Licenses and Inspections ................................................................................................ 27
4.2 Subcontracting ............................................................................................................................... 27
4.3 Review Meetings ........................................................................................................................... 27
4.4 Reports .......................................................................................................................................... 27
4.5 Administrative Support ................................................................................................................... 27
4.6 Partner Materials and Resources................................................................................................... 27
4.7 Hazardous Material........................................................................................................................ 28
4.8 Quality of Repair ............................................................................................................................ 28
4.9 Maintaining List of Active Qualified Personnel ............................................................................... 28
4.10 Meeting the Minimum Number of Qualified Personnel ................................................................... 28
4.11 Change in Support Organization.................................................................................................... 29
4.12 Partner Conduct ............................................................................................................................. 29
4.13 End-User Customer Security Requirements .................................................................................. 29
4.14 Financial Standing ......................................................................................................................... 29
4.15 Audit, Investigation and Record Retention ..................................................................................... 29
4.16 Safety ............................................................................................................................................ 30
4.17 Privacy Compliance ....................................................................................................................... 30
4.18 Business Continuity Planning ........................................................................................................ 40
5. Parts……………. ........................................................................................................................................ 41
5.1 Overview ........................................................................................................................................ 41
5.2 Genuine HPE Spare Parts Definition ............................................................................................. 41
5.3 Counterfeit Parts ............................................................................................................................ 42
5.4 Ordering Method ............................................................................................................................ 42
5.5 Spare Parts in Product Configuration............................................................................................. 42
5.6 Parts Supply Models ...................................................................................................................... 43
5.7 Invoicing......................................................................................................................................... 44
5.8 Returns .......................................................................................................................................... 44
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6. Compensation ........................................................................................................................................... 47
6.1 Installation and Startup Reimbursement ........................................................................................ 47
6.2 Professional Services Reimbursement .......................................................................................... 48
6.3 Break Fix Event Reimbursement ................................................................................................... 48
6.4 Miscellaneous Event Reimbursement ........................................................................................... 50
6.5 Delivery Readiness and Excellence (DRE) ................................................................................... 50
Acronyms Table ............................................................................................................................................ 53

APPENDICES:
APPENDIX 1: DEFINITIONS
APPENDIX 2: KEY PERFORMANCE INDICATORS AND COMPLIANCE REQUIREMENT
APPENDIX 3: DELIVERY COMPENSATION
APPENDIX 4: REGION/COUNTRY SPECIFIC
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Important notice
This Hewlett Packard Enterprise Partner Ready for Services Delivery Operations Guide (the “Delivery
Operations Guide”) sets forth the HPE Partner Ready for Services Delivery Program (the “Program”)
requirements between Hewlett Packard Enterprise Company (“HPE”) and the authorized Partner Ready
for Services Delivery Partner (the “Partner”).

To participate in this Program, the Partner must:

▪ acquire and maintain a valid Partner Ready for Services accreditation
▪ execute (as required by applicable law) and comply with the terms of the Hewlett Packard
Enterprise Partner Ready for Service Delivery Addendum
▪ execute (as required by applicable law) this Delivery Operations Guide

This Delivery Operations Guide, including any other mentioned Transaction Documents, is attached to
and incorporated by reference into the HPE Partner Agreement.

The collective documents of the HPE Partner Agreement, HPE Partner Ready for Service Delivery
Addendum, this Delivery Operations Guide and any other applicable mentioned Transaction
Documents, will be referenced as the Program Agreement (the “Program Agreement”) herein.

Partner agrees to review, monitor and comply with the latest applicable Delivery Operations Guide
version posted on the HPE Partner Ready Portal.

IMPORTANT
This Delivery Operations Guide shall replace and supersede any earlier Delivery Operations Guide versions pertaining to the
Program. Should the Delivery Operations Guide be translated into local language, the English language version shall prevail in
the event of dispute.
In certain regions, HPE may request formal acknowledgement of new versions of the Delivery Operations Guide. Where
acknowledgement has been requested, HPE must receive the fully completed acknowledgement from Partner within 30 days from
the issuance date of the Delivery Operations Guide, or a further extended period as communicated by HPE, herein known as the
acceptance period. If the acknowledgement is not received within the acceptance period, Partner’s application for Program will be
cancelled.
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1. Overview
This Delivery Operations Guide has been designed to provide all the necessary information required for
the Partner to adhere to the Program – it outlines and explains the Program framework, its mandatory
requirements, scope and terms, as well as the related procedures for service enablement on the specific
authorized HPE products and the services to the Partner.

Partner should always refer to the Program Agreement to address any requirement questions pertaining
to the Program.

1.1 Getting Started

In the event that you have any questions regarding this Program, please review the applicable
documentation or reach out to your HPE Partner Success Delivery Manager (PSDM) or any of the HPE
Partner Account Team listed in the HPE myDelivery page on the HPE Partner Ready Portal.

It is critical that your Partner Sales Manager, as well as your Partner Delivery Manager, establish the
required communication path with their appointed HPE counterparts.

1.2 Read This Guide

All Partner personnel, particularly the Partner Delivery Manager, should thoroughly acquaint themselves
with the information in this Delivery Operations Guide so that they do not inadvertently violate any
service policies that may jeopardize Partner’s membership in this Program.

A separate Delivery Operations Manuals are also made available to Partner. The Delivery Operations
Manuals contain “how to” steps and work instructions pertaining to a particular HPE system and/or
process relevant to this Program, and published on the HPE Partner Ready Portal.

1.3 Provision of Key Information

To properly setup and register Partner account in the HPE system(s), certain information must be
provided to the HPE PSDM. This setup is required to activate downstream processes for systems
training, access to the HPE Partner Ready Portal as well as other operational activities like parts
ordering, defective returns, compensation, qualification and reporting.

Partner is required to notify HPE in writing whenever there are changes to this information (e.g. official
company name change, change of address, and change of bank account information). HPE is not liable
for any payment related issues deriving from Partner’s failure to notify HPE of such changes.

1.4 Program Benefits

As a Partner, you receive the following benefits:
▪ Access to HPE delivery compensation
▪ Delivery of HPE Support Services
▪ Access to certain HPE intellectual property
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▪ Priority access to HPE technical support

▪ Access to training for the appropriate Service and/or Solution Qualifications
▪ Support of the HPE PSDM

IMPORTANT
This Delivery Operations Guide includes internet website links that have been checked at the time the guide was released.
Please notify the PSDM should you encounter issues with any of the website links listed in this guide.
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2. HPE Partner Ready for Services Delivery Program

The Program allows the Partner to deliver HPE Branded Support. It also allows Partner to enhance its
capabilities and leverage certain HPE infrastructure and intellectual property to deliver HPE Services to
their end-user customers.

2.1 Partner Accreditation and Authorized Delivery Scope

Pursuant to the Program Agreement, Partner is only authorized to deliver the services for those Service
Delivery Segments (SDS) for which Partner is specifically authorized by HPE to deliver and where
Partner has met and continues to meet all of the mandatory Program requirements.

The authorized SDS are directly influenced by Partner’s own Service Business Plan submitted to HPE
on a yearly basis, and reflected through the HPE Joint Business Plan and/or HPE Partner Success
Delivery Plan.

Partner’s delivery scope may be updated, changed or rescinded by HPE whenever Partner fails to meet
the applicable Program and Service and/or Solution Qualification requirements. Any changes to
Partner’s delivery scope are subject to review and approval by HPE.

For a listing of the SDS authorization, please refer to HPE myDelivery page on the HPE Partner Ready
Portal that is available under HPE Partner Ready Delivery Menu

IMPORTANT
Where Partner is registered as the Preferred Service Provider (PSP), Partner is required to deliver service level and response
time subject to offering and parts availability.
Note that some products, covered by specific HPE warranty terms and conditions are covered by HPE sold contracts, are out of
scope for service delivery by Partners.
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2.2 Qualification Requirements

To help support Partners in delivering best-in-class services to their end-user customers, HPE offers
Service Qualification (SQ) and Solution Qualification (SoIQ). Each provides Partner’s personnel with
the required training, knowledge and skill-set to support the relevant HPE products.

SQ and SolQ define the technical training and testing requirements for Partner’s personnel to become
qualified to deliver Break Fix, Installation and Startup and/or Professional Services on specific HPE
products. Having the correct SQ and/or SolQ is a mandatory requirement for Partner to deliver any
service event on HPE Products and Services.

For each and every of the Partner’s authorized SDS that is opened or assigned, it is the Partner’s
responsibility to ensure that only their active qualified personnel that hold the relevant SQ and/or
SolQ be allowed to deliver the Break Fix, Installation and Startup and/or Professional Services event.

For any newly authorized SDS, the Partner will be accorded the Probationary Training SDS status and
is required to fulfill the SQ and/or SolQ requirement within the stipulated timeline outlined in Section
2.2.1: Probationary Training SDS,

Partner must ensure sufficient qualified workforce to cover their ongoing delivery activities, aligned with
the Partner’s business direction, call volume, service level agreement etc. This should include, but not
be limited to, number of qualified personnel on staff to support both planned and unplanned availability
of the technical personnel to avoid any negative impact to the Partner’s ability to fulfill the program
requirements.

All training and qualification expenses are the responsibility of Partner, unless stated otherwise.

Under certain circumstances, HPE may request the first (or additional) delivery of Break Fix,
Installation and Startup and/or Professional Services projects to be conducted through a
guided/mentored manner to validate Partners’ skills. For these guided/mentored service delivery
events, Partner will not be entitled to the payment, unless otherwise agreed upfront in writing.

Additionally, Partners with Professional Services segment(s) assigned may be subjected to additional
requirement of, but are not limited to, the passing of a Skills Assessment on a company level.

The SQ and/or SolQ requirements may change from time to time. For the most current and complete
list, please refer to the Qualification Guide on the HPE Partner Ready Portal that is available in the
Service and Solution Qualification page.

IMPORTANT

All Partner personnel are required to maintain the appropriate Service and/or Solution Qualification for the products/services they
support. In case a service event was delivered by a non-qualified personnel, HPE reserves the right to withhold payment to Partner
for the claim submitted. HPE may also charge back the labor payment and/or charge Partner for any ordered spare parts at HPE
full list price. For charge back details, please refer to Section 2.7: Payment Recovery Procedure.
All Partner personnel requirements must be satisfied by Partner’s own employee residing in the country where Service and/or
Solution Qualification is sought and in good standing with HPE. During an audit or assessment, Partner must provide evidence
of employment for each individual playing a role in the Service and/or Solution Qualification.

2.2.1 Probationary Training SDS

When a Partner is accorded with a Probationary Training SDS status, Partner is not authorized
to deliver service on products covered by this SDS – it only permits Partner access to training
in order to acquire or re-acquire the full SDS.

Under this status, the Partner is required to have the SDS be supported by a SQ and/or
SolQ qualified personnel within 3 months period.
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Should the Partner require additional time to fulfill this requirement, Partner may apply for a
further 3 months extension from HPE. All written approvals and consents are subject to the
record retention policy described in Section 4.15: Audit, Investigation and Record Retention.

In the event that the Partner is still unable to meet the requirement and there is either no
extension approval from HPE or the extension period expires, the affected SDS will be revoked
from the Partner and Partner will no longer have access to the applicable training.

2.3 HPE Partner Delivery Rules of Engagement

The HPE Partner Delivery Rules of Engagement outline HPE’s guiding principles for partnering on
service delivery through HPE’s multiple authorized Partner Delivery programs/authorizations,
providing important guidelines to help with “delivery-to-market” in a fair and predictable manner.
The HPE Partner Delivery Rules of Engagement also aligns closely to HPE’s core set of customer
service delivery engagement rules for ensuring the overall success in delivering HPE’s customer
loyalty imperatives.
The articulation in the sub-sections below is based on the following:
• Distributors authorized for service delivery under any of HPE Partner Ready Delivery
Programs/ Authorizations will be referenced herein this section as Distributor Delivery Partner
(the “Distributor Delivery Partner”)
• Resellers authorized for service delivery under any of HPE Partner Ready Delivery
Programs/ Authorizations will be referenced herein this section as Reseller Delivery Partner
(the “Reseller Delivery Partner”)
• Fundamental principle applies that the Distributor Delivery Partner or Reseller Delivery
Partner must be active, with a good standing and compliant with all requirements in their
relevant HPE’s Partner Delivery programs/authorizations, including maintaining the
appropriate Service and/or Solution Qualification for their authorized SDS
• All written approvals and consents are subject to the record retention policy described in
Section 4.15: Audit, Investigation and Record Retention
• Failure to comply with HPE Partner Delivery Rules of Engagement may result in either partial
or full removal of PSP registration in service agreements, OR termination from HPE’s Partner
Delivery programs/authorizations.

The HPE Partner Delivery Rules of Engagement must be strictly adhered to throughout the period of
participation in any of HPE’s Partner Delivery programs/authorizations.

2.3.1 First Right of Delivery

Any Distributor Delivery Partner or Reseller Delivery Partner that directly sells a service to an
end-user customer always has first right to deliver that service, provided that they are registered
as the PSP.

Delivery partners must register as the PSP for the service which they sold within the first 90 days
from the service start date, unless otherwise approved by HPE in writing.

If the delivery partner with the First Right of Delivery is unable to deliver a service, then HPE
assumes the responsibility of determining the delivery engagement of that service (Refer to the
section “Service Delivery Engagement Provisions Back to HPE” below). The Distributor Delivery
Partner and the Reseller Delivery Partner are prohibited from making end-user customer delivery
assignments on their own.
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2.3.2 Distributor Delivery Partner Right of Delivery

A Distributor Delivery Partner can only deliver Installation and Startup Services as well as
Professional Services; and additional services applicable to their individual delivery enablement
authorization.

If a Distributor Delivery Partner does not have First Right of Delivery as described in the previous
section, the Distributor Delivery Partner may deliver the service to the end-user customer only
when both conditions below are met:

▪ Specific approval by HPE to deliver the service has been obtained. Such approval may be
given at the sole discretion of HPE, and may be i) rule-based (i.e. meeting certain pre-
defined scenarios), or ii) on a case-by-case basis; and
▪ The service to be delivered was sold through the Distributor Delivery Partner and was sold
to the end-user customer by a non-delivery authorized reseller.

If a Distributor Delivery Partner is delivery authorized in a country where HPE does not have a
delivery presence, the Right of Delivery is extended as described below:

▪ A Distributor Delivery Partner has the First Right of Delivery if the service to be delivered
was sold through the Distributor Delivery Partner and was sold to the end-user customer
by a non-delivery authorized reseller;

▪ Notwithstanding the above, all requirements for Service Delivery Segment authorization
and qualified delivery personnel apply.

2.3.3 Service Delivery Engagement Provisions Back to HPE

HPE will take over the end-user customer service delivery engagement from the Distributor
Delivery Partner or Reseller Delivery Partner, as defined in Sections 2.3.1 to 2.3.2 above, under
the following scenarios:

▪ Distributor Delivery Partner or Reseller Delivery Partner is no longer authorized or not able
to deliver the service according to regulatory compliance and contractual requirements;

▪ Distributor Delivery Partner or Reseller Delivery Partner gives up their first right of delivery;

▪ Distributor Delivery Partner or Reseller Delivery Partner did not register themselves as the
PSP;

▪ the end-user customer requests HPE in writing to directly render the service delivery
instead.

HPE has sole discretion on the service delivery engagement for the end-user customer under these
circumstances.

2.3.4 End-user Customer Right to Choose

The end-user customer always has the right to choose their service delivery engagement.
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If an end-user customer intends to be serviced by a Distributor Delivery Partner or Reseller

Delivery Partner of the end-user customer’s choosing independent of the sales motion, i.e.
purchased through any HPE channel partner, HPE distributor, or HPE directly, the end-user
customer must make such a request directly in writing to HPE, stating the reasons for the request
and their nominated delivery partner. Should an incumbent Distributor Delivery Partner or
Reseller Delivery Partner exists by virtual of First Right of Delivery as described in section 2.3.1,
the end-user customer must also notify the incumbent delivery partner in writing of the request
made to HPE, or by copying the incumbent delivery partner.

The delivery partner nominated by the end-user customer must be an active partner under HPE’s
Partner Delivery programs/authorizations in good standing, both befitting and compliant with all
the relevant authorization requirements to receive and transition over the service delivery,
inclusive of the appropriate Service and/or Solution Qualifications for the specified SDS.

The nominated delivery partner is not permitted to commence delivery to the end-user customer
under this request before official written approval from HPE, together with any conditions, has
been given.

Upon the official written approval from HPE, the end-user customer nominated delivery partner
must then register themselves as the PSP, replacing any incumbent Distributor Delivery Partner
or Reseller Delivery Partner where applicable.

2.3.5 HPE Key Accounts

For certain HPE key accounts (as determined by HPE), a Distributor Delivery Partner or Reseller
Delivery Partner does not have First Right of Delivery and the service delivery will be undertaken
by HPE directly.

In exceptional cases where HPE requests the selling Distributor Delivery Partner or Reseller
Delivery Partner to perform the service delivery, HPE will provide a written approval directly to the
Distributor Delivery Partner or Reseller Delivery Partner prior to their commencement of the
service delivery.

2.4 Intellectual Property: Access, Use and Protection

Access to HPE’s intellectual property is granted to active partners based upon their contractual
relationship with HPE and the partner program/ authorization in which they participate.

2.4.1

Under this Program, HPE may provide the Partner with access to HPE’s intellectual property. The
Partner must properly access, use, and help protect HPE’s intellectual property as set forth in the
Program Agreement. HPE retains the exclusive ownership of all HPE intellectual property used in
the sale and delivery of services to end-user customers who purchase HPE’s products or
services.
Intellectual property includes but is not limited to datasheets, collateral, selling guides, Service
Delivery Guides (SDG), firmware and other software updates/upgrades and downloads, and
software tools provided by HPE.

2.4.2

Under this Program, all of HPE’s intellectual property provisions as stated in Section 2.4.1 above
shall be used solely for the purposes of delivering service and support authorized by HPE and
shall not be used either fully or partially to develop, produce or deliver any product or service
that the partner is not authorized by HPE to deliver.
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2.4.3

Under this Program, the Partner may be authorized to use or distribute HPE’s enhancements,
patches, bug fixes and other updates to their eligible end-user customers with strict adherence to
the following:
▪ Partner can only distribute to their eligible end-user customers who are
authorized to receive and utilize them, and Partner must include all appropriate
HPE License Terms and conditions.
▪ Partner does not distribute any of the foregoing via publicly visible and
accessible media, such as websites, FTP sites or forums without appropriate
access restrictions.
▪ Where an email address is required, Partner is required to use Partner’s
company email domain. Public domain email addresses are not permitted
(Hotmail, Yahoo, Gmail, etc.)
▪ Partner is not permitted under any circumstance to link any of their HPE
Passport accounts to an end-user customer’s warranty or support
agreement.
▪ Partner must immediately revoke/remove access of any personnel that no
longer meets the program requirements or departs from the company.
▪ In the event that the Partner suspects that the security of any of their employee’s
access is or has been compromised, Partner is required to immediately update
such access and notify HPE. Partner owns all actions of their employees.
▪ Passwords may not be shared to end user customers, any third parties, or
among partner employees.

IMPORTANT
Note that if a user does not login to HPE Partner Ready Portal for a period of 90 days, their user status will be changed to “Inactive”.
The Login ID will be terminated should the user status remains “Inactive” for 90 days thereafter, and user will need to reapply
for a new access if required.

2.5 Delivery Assessment, Ongoing Compliance and Renewal

HPE continuously reviews Partner’s level of participation in the Program to assess the viability of
Partner’s continued membership.

HPE takes a qualitative holistic approach when evaluating Partner’s level of participation through appraisal of:
▪ Partner’s performance KPIs described in this Operations Guide
▪ Partner’s sales performance
▪ Partner’s PSP registration and delivery compliance, in accordance to the
regulatory compliance and contractual requirements
▪ Partner’s delivery capability and capacity
▪ Partner’s service delivery profile, and
▪ Partner’s execution against Partner Success Delivery Plans.

In support of this, on a yearly basis, Partner must participate and pass the annual delivery assessment by HPE.

It is Partner’s responsibility to ensure that they are meeting or exceeding all the delivery assessment
requirements. During the delivery assessment process, Partner is required to share their documented
process/governance that they have put in place for, but not limited to, the following:
▪ Compliance to:
• HPE’s policies, all local and international laws
• HPE's records retention requirements
• GDPR, HIPAA and any legal responsibilities related to protected data and
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personal information
• Safety measures managing hazardous materials
▪ Safeguarding of HPE Intellectual Property (HPE IP) in regard to management of user access
and distribution of HPE IP to eligible end-user customers, use of Partner's email domain and
sharing of passwords
▪ Partner’s personnel on/off-boarding process in regard to how HPE systems access for
personnel whom left the company is appropriately terminated, as well as how the list of
active users is being regularly updated

For more details about the delivery assessment, Partner may refer to the Delivery Operations Manuals in
the HPE Partner Ready Portal.

In the event of gaps identified during the delivery assessment, Partner will be required to make good in the
time duration agreed with HPE.

Failure to pass the delivery assessment may result in the termination of the Partner from the Program.

2.6 Get Well Probation

A Partner is deemed to be underperforming if any of the Performance Index falls into Performance Band
1. Please refer to Appendix 2: Key Performance Indicators and Compliance Requirements for more
information about Performance Bands.

Partners who underperform for 3 consecutive months will automatically fall into the Get Well Probation
period, and will be issued with a 180 days de-authorization warning letter.

As part of Get Well Probation, the Partner is mandated to submit a Get Well Plan that is reviewed on a
monthly basis. The Get Well Plan must clearly outline the timeline for remediation, in addition to providing
a root cause analysis/corrective action plan that identifies how Partner will meet the Program
requirements. The review of the Get Well Plan will be done collectively by both the HPE and Partner’s
management team, comprising of representation of both Sales and Delivery.

Additionally, HPE also reserves the right, in its sole discretion, to the acceptance of the Get Well Plan as
well as execution of the following possible actions during the Get Well Probation period:
▪ remove one or more SDS Partner may deliver
▪ adjust, withhold or withdraw compensation either fully or partially

Partner will be responsible for execution of the plan and any of its associated implementation cost.

A Partner is considered to be out of the Get Well Probation and back to a good a standing when a
Partner is able to demonstrate a sustained performance of 3 consecutive months of not being in Band 1
within a 6 months rolling period from the date of the issuance of the warning letter.

Should the Partner fail to reach a good standing within 6 months from the date of the issuance of the
warning letter, HPE reserves the right, in its sole discretion, to de-authorize the Partner of all of the SDS
impacted by the Performance Index/Indexes under review (either Break Fix and/or Installation and
Startup).

If a Partner has been de-authorized of a particular Delivery Status, Partner may only re-apply for
such Delivery Status after a minimum of 12 months or if permitted with written consent from HPE
WW Partner Delivery Management.

IMPORTANT
Partners with no PSP registrations and/or no delivery activity covered by a SDS for 6 months or more will have the SDS removed
automatically. HPE may further review whether Partner's membership in the Program will continue.
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2.7 Payment Recovery Procedure

Unless prohibited by local applicable law, in addition to any other remedies available to HPE, HPE
reserves the right to invoke payment recovery procedures (including but not limited to retention of
counterfeit parts, damaged parts (including induced damage, as determined by HPE), assessment or
audit of Partner’s service delivery processes, data and records, legal proceedings and/or invoicing of
any monies owed related to the transactions in question) in cases where Partner violates the rules and
procedures stipulated in this Delivery Operations Guide. HPE reserves the right to, but not limited to,
the following for the relevant transaction(s) of which payment recovery applies:
▪ Recover back all labor payments
▪ Charge the partner for spare parts involved at HPE full list price
▪ Recover back of incentive/reward for the period of these transaction(s) occurred
▪ Suspension of incentive/reward for a given period

Furthermore, any abuses by Partner of these rules and procedures is contrary to its contractual duties
and the ‘spirit of partnership’ between HPE and Partner.

Failure to comply with obligations may result in immediate termination of Partner program membership.

2.8 Compliance HPE Policies, Local & International Laws

Partner must comply with all of the following:
▪ All HPE policies applicable to Partners. This includes, but is not limited to, compliance with
the Partner Code of Conduct, HPE Partner Ready Partner Privacy and Data Protection
Addendum regarding the collection and processing of end-user customers’ data, as well as
Trade Controls and Trade Requirements
▪ All local and international laws applicable to Partners. This includes, but not
limited to, compliance with the U.S. and Other Government Export Regulations &
Denial Lists

All the above policies can be located in the Contracts & Compliance section on the HPE Partner
Ready Portal that is available under the Partner Quick Start page.

Such documentation is updated from time to time, and it is Partner’s responsibility to always refer to
the latest version and ensure full compliance.

2.9 Termination

Termination provisions for this Program are specified in Program Agreement.

A Partner who no longer wishes to participate in this Program must notify HPE in accordance with
the termination provisions as described therein.
Partner will also be required to immediately cease using all HPE Partner Ready for Services Delivery
insignia, and from stating or implying that Partner has continued authorization of such from HPE in all
of their communication.
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3. Roles & Responsibilities

3.1 Partner Roles & Responsibilities
Under this Program, Partner is responsible, at a minimum, for fulfilling the roles and responsibilities
outlined in the sections below. For the purpose of this Delivery Operations Guide, the referenced
positions and associated titles below may differ from the Partner’s organization.

3.1.1 Appoint a Partner Delivery Manager

Partner will assign a qualified and trained individual to act as the Partner Delivery Manager, who
will be the dedicated point of contact to represent Partner on all matters related to Partner’s
delivery performance metrics under this Delivery Operations Guide, including: Partner’s
Performance Review, Operations/Delivery related matters (including in connection with a HPE
audit and assessment), Technical Elevation Management, as well as any implementation of
HPE’s customer-focused programs to improve end-user customer satisfaction.

Please refer to Appendix 2: Key Performance Indicators and Compliance Requirements for
more information about the delivery performance criteria.

The Partner Delivery Manager acts as the interface to the PSDM and is responsible for
supervising, coordinating and adhering to Partner’s roles and responsibilities related to delivery
under this Delivery Operations Guide.

The Partner Delivery Manager:

▪ Will work with HPE to develop the HPE Joint Business Plan and/or
HPE Partner Success Delivery Plan.
▪ Will be the direct liaison with HPE on delivery, regulatory compliance
and contractual matters
▪ Will have the necessary expertise and authority to make commitments
on behalf of Partner.
▪ Will directly interface with the end-user customers and handle the
communication as and when required, including during Technical
Elevation Management.
▪ Assign dedicated resources within the organization to provide the roles
and responsibilities outlined in Section 3.1.2: Appoint a Partner Portal
Administrator (PPA)

3.1.2 Appoint a Partner Portal Administrator

The PPA will act as the gatekeeper of the relationship between Partner organization and
HPE through the HPE Partner Ready Portal and is responsible for assisting the Partner
Delivery Manager in managing Partner’s participation in the Program.

The PPA is responsible for ensuring the data flow between HPE and Partner is secure and that
confidentiality and Privacy obligations with respect to such data are strictly upheld. The PPA will
monitor and ensure only designated individuals from Partner have user access to the HPE
Partner Ready Portal.

The PPA will:

▪ Approve HPE Partner Ready Portal accounts for employees within
Partner’s organization
▪ Terminate HPE Partner Ready Portal access for employees who have
left Partner’s organization.
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▪ Manage user access to enterprise data and tools through HPE Partner
Ready Portal
▪ Manage any communication related to the HPE Partner Ready Portal,
including issues with users within Partner’s organization

3.1.3 Break Fix Services Management

In the event where the SDG and/or Delivery Manuals are published in the HPE Partner Ready
Portal describing the End-to-End delivery process for specific product or service, Partner must
follow the steps and respects the roles and responsibilities described therein.

Otherwise the general principle is for Partner to be responsible for receiving all initial repair
calls from end-user customers. The end-user customer call handling will be as follows:

End-user customer calls Partner (Partner takes 1st call)

Partner follows its standard process of performing diagnosis, troubleshooting and if
necessary, orders spares to perform the repair in accordance with the equipment service
level entitlement.

End-user customer calls HPE (HPE takes 1st call)

If Partner has registered itself as a PSP, the HPE Call Center agent will re-route all identified
events with the PSP-ID identifier back to Partner to deliver the support.

IMPORTANT
Call Handling Exception Process: The rerouting process will not be activated under the following scenarios:
• End-user customer refuses to deal with Partner who is a PSP (i.e. dissatisfaction)
• HPE cannot dispatch to PSP-registered Partner due to any system mismatch/misconfiguration resulting in
HPE’s inability to reroute.
Under such circumstance, HPE will handle these calls in the same way as a non-PSP registered call.
Please note that if an end-user customer calls HPE because the Partner has not provided correct instructions on how to log a
service request, this may impact how we log and route the service request, and Partner may lose the benefits of PSP
registration.

In all registered instances, Partner must ensure that the end-user customer has accepted
HPE’s Support Service terms and conditions for the services and has satisfied privacy law
notification requirements to the end-user customer regarding Partners delivering on behalf of
HPE.

Partner must meet or exceed the required Service Level as defined in the product warranty or
HPE Branded service terms and conditions, including HPE’s Support Service terms and
conditions for the services.

When a Partner registers as a PSP, Partner is required to deliver all the corresponding events
for which they are authorized. Partner must ensure that it has a workforce with:

1. The corresponding skills (Service and/or Solution Qualification)

2. The corresponding geographical coverage (taking into account the SLA)
3. The time coverage (especially in case of 24x7)

It is Partner’s responsibility to ensure the three (3) conditions above are fulfilled.
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IMPORTANT
A Partner without the ability to satisfy the delivery, regulatory compliance and contractual requirements should not register
themselves as a PSP, as it would place the end-user customer at risk. HPE has the right to remove the PSP registration from
the support service in the event that Partner is not able to do the delivery. For 24x7 coverage, Partner must demonstrate the
24x7 delivery capabilities, if requested by the PSDM.

During the entire delivery process, Partner owns the entire relationship with the end-user
customer, handles all activities to be carried out on the end-user customer site and manages
all communications with the end-user customer.

For more detailed technical support processes, Partner may refer to the Delivery
Operations Manuals on the HPE Partner Ready Portal that is available in the Operational
documents section under the HPE Partner Ready Delivery Menu.

Partner must have the following processes in place and documented to measure the
performance of the services rendered under this program, these should be updated on a
regular basis by the Partner Delivery Manager.

[Link] Call Management Process and Service Tracking

Partner must ensure that each service request/call is tracked from first initial
communication with end-user customer until its full closure. Partner’s records/systems
must match details entered into HPE’s service delivery workflow system. Mandatory
service request/call information includes:
▪ Unique case identifier for each service request/call
▪ Unique HPE case numbers
▪ Completeness and accuracy of end-user customer information such as
name, company, phone number, email, address, contract ID, etc. for each
transaction, in Partner’s own record/systems as well as HPE service
delivery workflow system.
▪ Date of order and serial number/certificate number of service product
(for Installation and Startup)
▪ Case description/headline
▪ Case notes must include parts replacement shipments and on-site
activities details
▪ Date/timestamp (non-modifiable) when the case is opened and closed
▪ Date/timestamp of the service activities (service activity start date,
service activity end date)
▪ Product and serial number of end-user customer’s defective HPE products
▪ Product failure description
▪ Repair description
▪ Service parts number(s) and quantity used for the repair
▪ Name of Partner employee who performed the repair
▪ Record end-user customer’s choice to “opt-out” of HPE’s End-user
Customer Satisfaction Survey (when applicable) as described in Section
4.17: Privacy Compliance
▪ Proof of installation signed by the end-user customer (when applicable)
▪ Log case updates as non-modifiable entries
▪ Such information must be recorded and retained and is subject to audit as
per Section 4.15: Audit, Investigation and Record Retention.
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[Link] Scrap Process

Partner must ensure that a proper scrap process is in place to cover any defective parts
for which HPE does not expect a return. The process must include safe disposal of
scrap parts in accordance with the established procedure(s) and HPE requirements, as
well as in compliance with the local regulatory and legal requirements related to
disposal.

Whether performed by Partner itself, or through a scrap vendor, the following applies to
the scrapping of parts:
▪ Scrap vendors selected by Partner must obtain and maintain all
applicable permits, licenses, approvals, agreements, and other required
government or regulatory documents.
▪ HPE products and components must be stored and processed in
covered or contained areas to prevent releases to the environment
(landfill avoidance).
▪ Local scrap storage and processing areas must be secured to prevent
theft or unauthorized access or removal.
▪ Data-containing devices such as hard drives, and recording media such
as CDs, DVDs, tapes etc. must be destroyed by shredding, crushing,
shearing, melting, incinerating, or perforating the memory resident
material.
▪ Local scrap parts must not be stored for more than 30 days after the
date of intervention.
▪ HPE reserves the right to ask Partners to temporarily keep local scrap
stock greater than 30 days for audit purposes.
▪ Partners may be asked to scan barcoded local scrap parts and keep
the information available in electronic format, upon request.
▪ Partners must keep transaction receipts from scrap vendors and produce
them as documentary evidence, upon request.
▪ Partners must document accurately and maintain the downstream flow of
materials through the point of final processing and disposition. This includes
Certificates of Destruction, product serial numbers, product models and part
numbers. Upon request and or as otherwise required in this Delivery
Operations Guide, Partners must provide product serial numbers and
documents to HPE, in a format requested by HPE.

If evidence is found that local scrap parts have not been disposed of in a timely
fashion and/or have not been disposed of in accordance with the above
requirements, then HPE reserves the right to ask for reimbursement for the parts
price on a per-transaction basis.

[Link] Parts Order Management Process

Partner must ensure that a proper parts order management process is in place to
ensure correct part(s) and quantity are being ordered by authorized personnel as per
repair requirements.

Transactions must be recorded and retained, and are subject to audit as per Section
4.15: Audit, Investigation and Record Retention.

[Link] Inventory Management Process

Partner must ensure that a proper inventory management process is in place for part
receipts/issuance, storage and safekeeping of parts to prevent against loss and
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damage. Partner must ensure they handle parts with due care and attention at all
times.

Please see Delivery Operations Manuals.

Transactions must be recorded and retained and are subject to audit as per Section
4.15: Audit, Investigation and Record Retention.

[Link] Repair Management Process

Partner must adhere and fulfill all of the following as part of the service repair
requirements under the Program:
▪ Perform remote troubleshooting and respond to all end-user customer events
and alerts.
▪ Act as first point of contact to accept first end-user customer call,
validate entitlement, and open/close service request as appropriate.
▪ Assign only fully qualified personnel (with the appropriate SQ) for the service
product and service repair. This applies to personnel performing diagnosis as
well as personnel performing onsite repair.
▪ Perform diagnosis on end-user customer service request before
part ordering/dispatch activities (Diagnosis Before Dispatch:
DBD).
▪ Maintain end-to-end ownership of the problem even if Partner logs issue
with HPE.
▪ Partner must own and manage the communication with and expectations of
the end-user customer.
▪ Perform part verification for all of their service repairs.
▪ Provide end-user customers ongoing updates to ensure that the end-user
customers are informed of the progress of the service delivery until case
closure. This includes monitoring and informing the end-user customer
immediately at each stage of the delivery process, until the issue has been
completely resolved.
▪ In the event that technical problems are encountered during service
repair, Partner must follow the predefined escalation process.
▪ When required by HPE, provide any additional information without any delay.
▪ Follow the instructions and apply the fix and/or workarounds suggested by HPE
as soon as possible.
▪ Perform parts replacements and manage all onsite delivery activities required
to maintain, repair and support all the registered and authorized
hardware/software products under this program.
▪ Ensure each service repair record indicates the actual personnel details,
including who performed the service, as well as all details of the activities
performed.
▪ Obtain end-user customer's signoff on each service repair report, where it
must contain therein, the following information at a minimum:
• Partner service delivery workflow case identifier;
• HPE service delivery workflow system event numbers;
• end-user company name;
• name and contact information for end-user employee who signed off
on the service repair report;
• serial and product numbers;
• date of failure and date(s) of repair;
• repair description;
• part/s number used; and
• Partner representative name and HPE Student ID
• record end-user customer’s choice to “opt-out” of HPE’s End-
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user Customer Satisfaction Survey (when applicable) as

described in Section 4.17: Privacy Compliance
▪ For service delivery where end-user customers are not physically present to
sign off proof of delivery, signoff via electronic means is acceptable as
acknowledgement of completion of the repair work, provided that the
following requirements are satisfied:
• Electronic acknowledgement contains the signoff details
indicated above
• Partner is compliant with data protection requirements as
outlined in Section 4.17: Privacy Compliance
• Electronic acknowledgement must not be modified, or altered
• Electronic acknowledgement must be fully linked to the repair event.
• The electronic acknowledgement is sent from the same email
address as recorded on the service event.
▪ Prepare and retain a full service record for each service event which is
subject to audit as per Section 4.15: Audit, Investigation and Record Retention.
▪ Encourage end-user customer to complete/respond to HPE Break Fix
Customer Satisfaction Survey.
▪ After a service call has been completed, notify the end-user customer about
the root cause of the issue, as well as actions taken to resolve the issue.
Partner is responsible for any follow-up action (such as follow-up phone
call) required to ensure their end-user customer satisfaction.

IMPORTANT
Pursuant to Privacy Compliance Section [Link]: Partner Responsibilities, if end-user customer representatives are not
available, the Partner personnel may enter CNA@[Link] (“Contact Not Available”), or if the end-user customer
representative’s name(s) are not permissible due to Data Protection Act or similar laws, the Partner personnel may enter
DPA@[Link] (“Data Protection Act”) instead of the end-user name and signature.
HPE will regularly monitor Partner’s usage of the CNA@[Link] and DPA@[Link]. Partner must retain full record for them,
and subjected to audit as per Section 4.15: Audit, Investigation and Record Retention.

3.1.4 Installation and Startup Service Management

Partners that are new to the HPE Installation and Startup must first complete the
enrollment process and setup of the specific HPE system(s) and processes as described
in Delivery Operations Manuals.

Partner must adhere to and fulfill all of the following as part of the Installation and Startup
requirements under the Program:
▪ For any new Installation and Startup project or event, it is critical that
Partner initiate a notification back to HPE within the specified time window
from sale of the service, to ensure that HPE does not initiate delivery of
the service.
▪ All configuration and integration steps described in the applicable
SDG must be delivered.
▪ Partner must only assign fully qualified personnel (with the appropriate
SolQ) for each installation.
If the SDG requires the installation of remote support tools/support
automation solutions, it is Partner’s responsibility to install and configure
the solution appropriate to the end- user customer environment. In the
case where the installation is refused by the end-user customer, Partner
will have to provide written evidence/proof of refusal confirmation from the
end-user customer as described in the Delivery Operations Manuals. Note
that some HPE products require that Partner obtains prior approval from
HPE for the proposed configuration. In such instances, details can be
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found in the applicable SDG.

▪ For certain Software Installation Services that contain multiple software
packages, the end-user customer may choose not to install all of the software
packages. In such event, the Partner must provide a written confirmation from
the end-user customer and the reimbursement will be reviewed and adjusted
accordingly against the required SolQ.
▪ Partner must own and manage the communication with and expectations of
the end-user customer.
▪ In the event that technical problems are encountered during installation,
Partner must follow the predefined escalation process.
▪ Partner is required to provide ongoing updates to end-user customers, to
ensure that the end-user customers are informed of the progress of the
installation delivery until the installation service has been fully signed off by
the end-user customer. Partner is therefore required to monitor and keep
the end-user customers immediately informed at each stage of the
installation delivery process.
▪ When required by HPE, provide any additional information without any delay.
▪ Ensure each installation service records the actual personnel details,
including who performed the service, as well as all details of the activities
performed.
▪ End-user customer's signoff, is mandated on each installation report
as acknowledgement of completion of installation work.
▪ Record end-user customer’s choice to “opt-out” of HPE’s End-user
Customer Satisfaction Survey (when applicable) as described in Section
4.17: Privacy Compliance
▪ Where end-user customers are not physically present to sign off proof of
installation delivery, signoff via electronic means is acceptable as
acknowledgement of completion provided that the following requirements
are satisfied:
• Electronic acknowledgement contains the installation signoff
details indicated above
• Partner is compliant with data protection requirements as
outlined in Section 4.17: Privacy Compliance
• Electronic acknowledgement must not be modified, or altered
• Electronic acknowledgement must be fully linked to the installation.
• The electronic acknowledgement is sent from the same email
address as recorded in the installation service.
▪ Retain full service record for each installation which is subject to audit as
per Section 4.15: Audit, Investigation and Record Retention.
▪ Encourage end-user customer to complete/respond to HPE installation
and Startup Customer Satisfaction Survey.
▪ After the installation event has been completed, Partner must provide
the end-user customer with a summary, and as well provide information
pertaining to the product care, support contact information, knowledge
transfer, etc. Partner is responsible for any follow- up action required to
ensure their end-user customer satisfaction.
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IMPORTANT
Remotely delivered advisory support is provided to Partner who encounters difficulties while performing a product installation or
who needs advice on proper installation or updating methods. However, this service feature does not include walking Partner
through an installation procedure from start to finish.
For incidents that are directly related to installation issues caused by Partner not following the SDG, implementing
unsupported configurations or not receiving prior Configuration Approval, HPE has the right to refuse the payment and/or
charge for the remedial work.
Remedial work will be based on a Time and Material purchase order which must be received from the Partner prior to HPE
providing assistance. Additional charges apply if Partner requires a faster response than is covered by the end-user customer
service entitlement, and is subject to availability of HPE resources.
HPE will need to have sufficient time to conduct a thorough study before providing the Partner a quotation for full
rectification/remedy of the fault. HPE will only mobilize resources once the purchase order has been received.

3.1.5 Professional Services Management

Partners that are new to the HPE Professional Services program must first complete the
enrollment process and setup of the specific HPE system(s) and processes as described in
Delivery Operations Manuals.

Partner must adhere to and fulfill all of the following as part of the HPE Professional
Services requirements under the Program:
▪ For any new HPE Professional Services project, it is critical that Partner
initiates a notification back to HPE within the specified time window from
sale of the service, to ensure that HPE does not initiate delivery of the
service.
▪ All configuration and integration steps described in the applicable SDG
must be delivered.
▪ Partner must only assign fully qualified personnel and/or consultants (with
the appropriate SolQ) for each project engagement.
▪ Partner must own and manage the communication with and expectations of
the end-user customer.
▪ In the event that technical problems are encountered during project
delivery, Partner must follow the predefined escalation process.
▪ Partner is required to provide ongoing updates to end-user customers, to
ensure that the end-user customers are informed of the progress of the
project delivery until the project has been fully signed off by the end-user
customer. Partner is therefore required to monitor and inform the end-user
customers immediately at each stage of the project delivery process.
▪ When required by HPE, provide any additional information without any delay.
▪ Ensure each project delivery records the actual personnel details, including
who performed the service, as well as all details of the activities performed.
▪ End-user customer's signoff is mandated on each project delivery
completion report as acknowledgement of the full completion of project
work.
▪ Record end-user customer’s choice to “opt-out” of HPE’s End-user
Customer Satisfaction Survey (when applicable) as described in Section
4.17: Privacy Compliance
▪ Where end-user customers are not physically present to sign off proof of
project delivery, signoff via electronic means is acceptable as
acknowledgement of completion provided that the following requirements
are satisfied:
• Electronic acknowledgement contains the project signoff
details indicated above
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• Partner is compliant with data protection requirements as

outlined in Section 4.17: Privacy Compliance
• Electronic acknowledgement must not be modified, or altered
• Electronic acknowledgement must be fully linked to the
project delivery.
• The electronic acknowledgement is sent from the same email
address as recorded in the project delivery.
▪ Retain full service record for each project delivery and is subject to audit as
per Section 4.15: Audit and Record Retention.
▪ Encourage end-user customer to respond to HPE Professional
Services’ Customer Satisfaction Survey.
▪ After the project has been completed, Partner must provide the end-user
customer with a summary, and as well provide relevant information
pertaining to the project delivery as instructed in the SDG. Partner is
responsible for any follow-up action required to ensure their end-user
customer satisfaction.

IMPORTANT

Remotely delivered advisory support is available to Partner who encounters difficulties while performing Professional
Services delivery or who needs advice on proper methods. However, this service feature does not include walking Partner
through a Professional Services procedure from start to finish.
For incidents that are directly related to issues caused by Partner not following the SDG, implementing unsupported
configurations or not receiving prior Configuration Approval (if applicable), HPE has the right to refuse the payment and/or
charge for the remedial work.
Remedial work will be based on a Time and Material purchase order which must be received from the Partner prior to HPE
providing assistance. Additional charges apply if Partner requires a faster response than is covered by the end-user customer
service entitlement, and is subject to availability of HPE resources.
HPE will need to have sufficient time to conduct a thorough study before providing the Partner a quotation for full
rectification/remedy of the fault. HPE will only mobilize resources once the purchase order has been received.

3.1.6 Escalation Management Process

Partner must ensure that an escalation management process is in place within the Partners’
end- to-end service reception/call management, repair management, installation management
and professional services management processes. As part of the escalation management
process, Partner must identify situations when the service response will fail to meet the
required service level, and escalate/elevate in a timely manner to a higher level of authority
within their own organization.

3.1.7 End-user Customer Satisfaction Process

Partner must satisfy privacy law notification requirements and disclose to end-user
customers’ regarding their authorized participation of delivering support services on behalf of
HPE.

Pursuant to Section [Link] Privacy Compliance, Partner must actively solicit and or obtain
explicit consent of the end-user customer’s participation in HPE End-user Customer
Satisfaction Surveys for services rendered under this Program.

Partner must ensure that:

▪ a process is in place for the implementation, monitoring, measuring,
and analysis of the end-user customer survey, and
▪ implement appropriate improvement actions to enhance end-user
customer satisfaction level. Appropriate action must be swiftly taken
when dissatisfaction arises.
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3.1.8 Training Management Process

Partner must ensure that a training management process is in place, which typically includes, but
is not limited to, the identification of both technical and soft skills training needs of their personnel
supporting the Program, with continual evaluation to ensure the maintenance of necessary
competency to perform the support or delivery activities.

This includes knowledge transfer training to the end-user customer for rendered delivery activities
or introduction of new technology at end-user customer site(s) as appropriate.

It is Partner’s responsibility to keep full training and Service and/or Solution Qualification records
for all their personnel. Records are subject to audit as per Section 4.15: Audit, Investigation and
Record Retention.

3.1.9 Continual Improvement Process

Partner must ensure that a proper process is in place to continually improve Partner’s
delivery performance on an on-going basis.

Partner should be able to provide evidence of such continual improvement, for example, records
of actions taken to improve performance, particularly where established objectives have not
been met.

3.1.10 Record Management Process

Partner must ensure that a process and procedures implement mandatory safeguards to
protect such records under the Program, either in paper or electronic form, to demonstrate
conformity and adherence to the requirements set forth in the Partner Agreement and
regulations concerning it.

To ensure data integrity, Records must be:

▪ Confidential – limit to need to know
▪ Available – timely access and retrievable records
▪ Protected against unauthorized use and/or modification, and
▪ Changes tracked

Records are subject to audit as per Section 4.15: Audit, Investigation and Record Retention.

3.1.11 Compliance with Program Agreement

The collective documents of the HPE Partner Agreement, HPE Service Delivery Addendum,
this Delivery Operations Guide and any other applicable mentioned Transaction Documents,
is referenced as the Program Agreement (the “Program Agreement”).

Partner will ensure that all applicable terms and conditions set forth in the Program Agreement
are communicated to, understood by and complied with by all Partner appointed/assigned
personnel while carrying out activities under the Program and remain in compliance throughout
the lifecycle of the Program.

Partner compliance with this Program will be validated by means of audit, assessment,
monthly reports, automatic system checks and other means as appropriate.
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3.2 HPE Roles & Responsibilities

Under this Program, the roles and responsibilities of HPE are described below.

All HPE contacts for this Program are described on the HPE myDelivery page on the HPE Partner
Ready Portal.

3.2.1 Appoint HPE PSDM

HPE will assign a PSDM, who will be Partner’s main HPE contact for all delivery operational
questions or issues aspects related to the Program.

The PSDM will work with Partner on matters including, but not limited to, performance metrics,
changes to Authorized Delivery Scope, any applicable Get Well Probation and end-user
customer satisfaction improvement, where applicable.

3.2.2 Technical Resources and Tools

HPE will, on an ongoing basis, promptly provide Partner with access to technical information,
HPE Systems and Tools (the “HPE Proprietary Service Tools”) and technical support, through
the standard support process, as described in the Delivery Operations Manuals.

The HPE Proprietary Service Tools are strictly based on the terms and conditions specified in the
Program Agreement and for the sole purpose of the Partner to deliver the services for those SDS
that the Partner is specifically authorized by HPE to deliver.

Partner accepts responsibility for ensuring that access and usage rights of HPE Proprietary
Service Tools in the Partner’s organization are in stringent accordance to the HPE policies and
guidelines as described in Section 2.4: Intellectual Property: Access, Use and Protection.

Failure to comply may lead to the immediate termination of the Partner from this Program.

For the complete list of the HPE Proprietary Service Tools, please visit the Tools catalog in the
HPE Partner Ready Portal, Delivery menu. The information is updated from time to time, and it
is Partner’s responsibility to check for the latest published version and ensure full compliance.

3.2.3 Training Assistance to Partner

HPE will provide updates on the training schedule and related details, for both instructor-led and
web-based trainings, for all technical training and Service and/or Solution Qualification levels
required to deliver under this Program. For more information please visit Service and Solution
Qualifications page on the HPE Partner Ready Portal by clicking on the Service and Solution
Qualification page under Certification & Learning tab.
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4. Terms

4.1 Permits, Licenses and Inspections

Partner will secure and pay for all licenses, permits and inspections necessary for execution and
completion of the services to end-user customers unless otherwise specified by HPE in writing. HPE is not
liable for any of these requirements from either Partner or Partner’s end-user customers.

4.2 Subcontracting
Partner may not subcontract, or act as a subcontractor, for the delivery of any regulatory compliance and
contractual service obligations/requirements or part thereof, without first obtaining prior written consent
from HPE WW Partner Delivery Management. Any such written consent would be communicated via the
HPE PSDM.

If HPE’s written approval is obtained, pursuant to the Program Agreement, Partner shall also ensure that
the subcontractor (‘Sub-licensee’) abides by Section 2.4: Intellectual Property: Access, Use and
Protection of this Delivery Operations Guide.

Failure to comply may lead to the immediate termination of Partner from the Program.

4.3 Review Meetings

During the term of the Program, Partner is required to participate in regular Review Meetings with HPE
as requested on as-needed basis, covering but not limited to, areas like business growth, delivery
operations, regulatory and compliance, etc.

Specifically, for the delivery operational performance aspect, the Partner is required to submit the
monthly Operational Review Report (ORR) back to HPE in a timely manner, after adding quality input
for Event Level Root Cause Analysis and KPI level Corrective Action Plan.

Partner may consult their assigned PSDM for further details.

4.4 Reports
HPE may request Partner to provide additional reports on an ad-hoc basis. Report requirements,
including any and all aspects of the report, will be subject to mutual agreement between HPE and
Partner.

4.5 Administrative Support

Partner is responsible for providing its own administrative support within the Program to support all
administrative/reporting requirements.

4.6 Partner Materials and Resources

Unless supplied by HPE, Partner is required to possess all necessary and appropriate equipment, tools
or any other material resources necessary to deliver the required service under this Program.

HPE will not provide any material resources or facilities, unless specifically identified in the Delivery
Operations Guide and Delivery Operations Manuals.
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4.7 Hazardous Material

Partner is responsible for the proper use, handling, maintenance, removal, transport or required
activities associated with hazardous materials that may be involved in the provision of the services
under this Program.

Partner must manage any and all hazardous materials in a safe and workmanlike manner, consistent
with accepted industry standards and practices and in accordance with any and all federal/country,
state, province/territory, county or local laws, codes or regulations.

Partner is responsible for the provision, maintenance and currency of any permits or licenses required
and related to hazardous materials.

Partners fulfilling service events using locally-held stock have an obligation to ensure any spare fitted
to a RoHS compliant machine is also RoHS compliant. It is suggested that Partners segregate their
stock holdings into RoHS compliant and non RoHS compliant spares and use HPE service delivery
workflow system to identify the compliance of the units prior to selecting a replacement spare, to
ensure their compliance with the legislation.

For HPE products, please refer to the Material Safety Data Sheets at:
[Link]

4.8 Quality of Repair

Partner shall adhere to the Electro Static Discharge (ESD) ANSI/ESD S20.20 standards applicable to
the handling of spare parts and equipment repair (ESD wrist strap, mat, etc.), including requirements
from the SDG, to ensure a safe and high quality service to be rendered to the end-user customer.

4.9 Maintaining List of Active Qualified Personnel

Partner is required to maintain a list of current active qualified personnel and notify HPE of any
change (e.g. new hire or loss) within 30 days of the hiring/loss.

Using the HPE Partner Ready Portal, Partner’s PPA will revoke access for any personnel no longer
providing the services, or to add access for a new personnel providing the services.

PSDM may provide a list of Partner’s current active qualified personnel (from HPE records) to Partner
for validation. Partner will confirm the accuracy of list and provide any corrections to PSDM.

4.10 Meeting the Minimum Number of Qualified Personnel

Whenever there is a personnel loss from the Partner, Partner will need to immediately assess if there
is an impact to the standing of their opened or assigned SDS.

In the event that the Partner has zero qualified personnel remaining for a particular SDS, HPE will
immediately switch the affected SDS to a Probationary Training SDS status – as outlined in Section
2.2.1: Probationary Training SDS.

Under this scenario, Partner will temporarily not be able to deliver any service for the affected SDS until
the situation is remedied, and the Partner is required to ensure that the affected SDS be back-filled by
a SQ and/or SolQ personnel within a 3 months grace period.

Should the Partner require additional time to remedy the situation, Partner may apply for a further 3 months
extension from HPE. All written approvals and consents are subject to the record retention policy
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described in Section 4.15: Audit, Investigation and Record Retention.

In the event that the remedy is not forthcoming and there is either no extension approval from HPE or
the extension period expires, the affected SDS will be revoked from the Partner.

IMPORTANT

Extensions will NOT be granted in the case of Partner failing to notify HPE of non-compliance to the minimum number of
qualified personnel.

4.11 Change in Support Organization

Partners must provide HPE PSDM, as part of the annual partner assessment as well as by request,
information regarding the evolution of their support organization, infrastructure, processes and
management team.

4.12 Partner Conduct

At no time will Partner personnel represent or claim to be an employee of HPE.

Partner personnel providing services must at all times present themselves professionally and be
appropriately attired and carry appropriate identification.

For additional terms and conditions refer to the Partner Code of Conduct, HPE Partner Ready Partner
Privacy and Data Protection Addendum as well as Trade Controls and Trade Requirements on the
HPE Partner Ready Portal.

4.13 End-User Customer Security Requirements

Partner personnel providing services must at all times carry appropriate identification and adhere to
the end-user customer security requirements, such as security badges/compliance/clearance, etc.

If at any point in time, Partner feels that there is a situation that may potentially lead to security issue at
the end-user customer site, Partner must immediately notify HPE PSDM and the end-user customer.

4.14 Financial Standing

It is Partner’s responsibility to keep a favorable banker’s reference and credit rating. The credit term
requirements may vary by country, please consult the HPE PSDM for details.

4.15 Audit, Investigation and Record Retention

The requirements in this section are always referenced to the Program Agreement.

It is your responsibility to fully cooperate with the audit and you should provide data in electronic
format within four (4) weeks, or unless specified otherwise, of the request from HPE or its auditors.

4.15.1 Audit

In addition to the Program’s requirement to a mandatory annual assessment, HPE reserves the right
to audit the Partner as needed outside of the periodic assessment cycle.
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4.15.2 Investigation

HPE reserves the right to suspend all activities and compensation during investigation.

4.15.3 Record Retention

Partner is required to maintain records of service transactions for a minimum of 3 years or

longer if required by law.

4.16 Safety
Partner shall strictly comply with the safety specifications required by HPE, and with all applicable national,
US and EU Laws, regulations and governmental guidelines regarding health and safety at work,
environmental protection, safety standards for electronic equipment and the repair of electronic equipment.

Partner shall promptly report to HPE all suspected design or manufacturing defects or safety problems with
HPE products and assist HPE in implementing corrective action communicated by HPE.

Partner shall commit to conduct its business in a manner that aligns to the industry’s environment, health and
safety practices and requirements. The goals are to provide products and services that are safe and
environmentally sound throughout their lifecycle, conduct operations in an environmentally responsible
manner, create healthy and safe practices in work environments.

4.17 Privacy Compliance

Section I:

4.17.1 Health Insurance Portability and Accountability Act (HIPAA)

The Health Insurance Portability and Accountability Act (HIPAA) is a United States of America
(U.S,) privacy law that regulates the use and disclosure of Protected Health Information (PHI)
held by “Covered Entities” (CE) and/or “Business Associates” (BA). This section contains a high-
level overview of HPE’s operating model and expectation of executing HIPAA regulatory
compliance and contractual obligations by and through HPE and its authorized participating
Partners. Partners are required to conduct business in accordance to HIPAA privacy laws and
contractual requirements. As part of HPE’s overall strategy to comply with HIPAA privacy laws,
the following HPE Partner Agreements are in place to satisfy these requirements. These
agreements can be found on the HPE Partner Ready Portal, either under the Contract &
Compliance section that is available under the Partner Quick Start page or in Resource page under
the HPE Partner Ready Delivery menu:
Partner Agreements
▪ Partner Code of Conduct’s HPE Partner Ready Partner Privacy & Data
Protection Addendum (‘Privacy Addendum’)
▪ HPE Service Delivery Addendum, this Delivery Operations Guide and/or
other applicable Transaction Documents

If the contractual relationship with HPE governing delivery of HPE-branded services is not
governed by a HPE Partner Agreement with HPE Service Delivery Addendum that includes the
above Privacy Addendum, then contact your HPE Representative, PSDM and/or Partner
Business Manager (PBM). Where applicable, a standalone Business Associate Agreement
(BAA) and/or an Agent Subcontractor Agreement (ASA) may be made available. No HPE-
branded services safeguarding PHI shall be delivered until proper HIPAA regulatory and
contractual requirements are in place between HPE and its authorized participating Partners.
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[Link] Scope

HPE’s compliance operating model applies to all authorized participating Partners who
access, create, receive, maintain and/or transmit PHI on behalf of HPE to CE and/or
BA.

Although HIPAA is an U.S. privacy law, it does have global implications. For those
entities beyond the borders of the U.S. operating as a Business Associate must
safeguard PHI.

[Link] Requirements

For authorized participating Partners safeguarding PHI on behalf of HPE, each must
ensure that its employees meet the HIPAA privacy law requirements as stated by the
U.S. Department of Health & Human Services.

For further details regarding regulatory compliance and contractual requirements of

PHI, consult with your legal department or refer to the U.S. Department of Health &
Human Services HIPAA website at [Link] Failure to
comply may result in civil and criminal penalties.

A BAA is an agreement between a CE and its BA that restricts the use and disclosure
of PHI and requires appropriate safeguards for PHI. When applicable, similar
agreements are also required between the Business Associate and its subcontractor.

When safeguarding PHI on behalf of HPE, the Partner, known as the “Subcontractor” is
required to pass-through and attach HPE’s non-negotiable BAA, and where applicable,
an ASA to the transaction document (i.e., purchase order, invoice, HPE Services,
contract, statement of work, etc.) for the following scenarios:

[Link] Reseller and Service Delivery Partners Exhibit 1

TYPE OF PARTNER AGREEMENT SIGNATURES

Sell Only Pass-through non-negotiable End-user Customer (either CE or BA) and

BAA HPE
Pass-through non-negotiable End-user Customer (either CE or BA) and
BAA HPE
Sell and Deliver
ASA HPE and Partner

[Link] Sell Only: HPE Partner Sold – HPE Delivered

In this category, the end-user customer (either Covered Entity or Business Associate)
buys HPE-branded products and services from the authorized participating Partner.
When applicable, the Partner includes HPE’s pass-through BAA and notifies HPE
when executed. HPE’s pass-through BAA is non-negotiable, similar to the execution of
HPE’s standard pass-through terms and conditions. In the end, the Covered Entity
has a BAA with HPE.
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Partners are prohibited to sign on behalf of HPE, HPE’s non-negotiable, pass-through

BAA, when the BAA is between HPE, the Covered Entity and/or Business Associate.
For further clarification regarding the business relationship, send an e-mail (subject:
HIPAA Inquiry) to egcompliance@[Link] to engage an HPE Regulatory
Compliance & Governance Office (RCGO), Compliance & Security Officer.

HPE requires all authorized participating Partners to establish and maintain auditable
processes and procedures to measure the performance of agree upon regulatory
compliance flow-down obligations, as stated within the ASA. Depending on your
organization, suitable control points may be at:
▪ Quotes
▪ Order Management
▪ Service delivery, or
▪ Contract reviews

[Link] Sell and Deliver: HPE Partner Sold – HPE Partner Delivered

In this category, the end-user customer (either Covered Entity or Business Associate)
buys HPE-branded products and services from the authorized participating Partner. In
some instance, the Partner may deliver services on behalf of HPE to safeguard PHI.
When applicable, the Partner includes HPE’s pass-through, non-negotiable BAA and
signs an ASA with HPE. In the end, the Covered Entity has a BAA with HPE, and HPE
has an ASA with the Partner as appropriate.

Partner authorization is required prior to delivering HPE-branded services

safeguarding PHI on HPE’s behalf for a Covered Entity and/or Business Associate.
When applicable, an ASA is required to measure the performance of the agreed upon
flow down requirements to the Partner. If the Partner ASA is not in place, HPE-
branded services are re-directed.

Partners are prohibited to sign on behalf of HPE, HPE’s non-negotiable, pass-through

BAA, when the BAA is between HPE, the Covered Entity and/or Business Associate.
For further clarification regarding the business relationship, send an e-mail (subject:
HIPAA Inquiry) to egcompliance@[Link] to engage an HPE RCGO, Compliance
& Security Officer.

HPE requires all authorized participating Partners to establish and maintain

auditable processes and procedures to measure the performance of agree upon
regulatory compliance flow-down obligations, as stated within the ASA.
Depending on your organization, suitable control points may be at:
▪ Quotes
▪ Order Management
▪ Service delivery, or
▪ Contract reviews

[Link] Value Added Reseller (VAR) Exhibit 2

TYPE OF PARTNER AGREEMENT SIGNATURES

VAR BAA End-user Customer (either CE or BA) and Partner

BAA (with flow downs
HPE and Partner
terms)

In this category, the end-user customer (either Covered Entity or Business Associate)
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buys products and/or services, which contain HPE-branded offerings, within the
Partner- branded solution. The Partner has the primary business relationship with the
end-user customer and leads the sales pursuit. If HPE delivers products and services
to safeguard the end-user customer PHI on behalf of the Partner, then HPE is a
Business Associate.
The Partner flows down HIPAA regulatory compliance obligations to HPE, by and
through, the Partner’s BAA.

Partners are prohibited to sign on behalf of HPE, HPE’s non-negotiable, pass-through

BAA, when the BAA is between HPE, the Covered Entity and/or Business Associate.
For further clarification regarding this business relationship, send an e-mail (subject:
HIPAA Inquiry) to egcompliance@[Link] to engage an HPE RCGO, Compliance &
Security Officer.

HPE requires all authorized participating Partners to establish and maintain

auditable processes and procedures to measure the performance of agree upon
regulatory compliance flow-down obligations, as stated within the ASA.
Depending on your organization, suitable control points may be at:
▪ Quotes
▪ Order Management
▪ Service delivery, or
▪ Contract reviews

[Link] Partner Responsibilities

There are four primary functions a Partner is responsible for when safeguarding PHI
on behalf of HPE:
1. Qualify if end-user customer is a Covered Entity or Business Associate
2. Attach, when applicable, HPE’s pass-through, non-negotiable BAA
and/or ASA agreements to the Transaction Document
3. Report suspected data security incidents and breaches and
4. Participate in HPE’s annual assessment under this Program as described
in Section 4.15: Audit, Investigation and Record Retention and Section:
3.1.10 Record Management Process.

[Link] Qualifying The Compliance Opportunity

There are two key questions when evaluating an opportunity, renewal, channel, US
Public Sector, or new customer:
▪ What is the profile of the customer?
▪ Does the HPE-branded service involve the use or disclosure of PHI?

It is important to understand the profile of the end-user customer. Is the end-user

customer a Covered Entity or Business Associate as defined by HIPAA regulations? A
Covered Entity refers to health plans, health care providers, or a health care
clearinghouse, and a Business Associate is a person or entity who provides certain
functions or activity on behalf of a Covered Entity.

The second question, does the HPE-branded services delivered by the Partner use or
disclose the end-user customers’ PHI? If the answer is yes to both questions, pass-
through HPE’s non-negotiable BAA to the end-user customer and where applicable,
sign HPE’s ASA to receive flow down regulatory compliance obligations.

[Link] Attach Business Associate Agreement & Agent Subcontractor Agreements

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A BAA or ASA is required if HPE or a Partner creates, receives, maintains or

transmits PHI. Partners who deliver on HPE-branded services safeguarding PHI to a
Covered Entity and/or Business Associate are now required to have written
agreements in place under the HIPAA Omnibus Final Rule.

The ASA is an HPE term for the contract between HPE and its Subcontractor, i.e.
Partner. The ASA includes required flow down terms associated with the Covered
Entity’s BAA.
▪ Partners shall comply with all policies and processes of the “HPE
Partner Ready Partner Privacy & Data Protection Addendum” set
forth on the HPE Partner Portal at [Link] and this Delivery
Operations Guide.
▪ Partners are required to attach HPE’s Pass-through non-negotiable BAA
to the Covered Entity and/or Business Associate Transaction Documents
when HPE-branded services are sold. To request HPE’s Pass-through
non- negotiable BAA, go to [Link] > Programs> Channel
Programs> Partner Ready Service Delivery. Scroll down and expand the
Regulatory Compliance section to click on BAA/ASA Request Form.
Complete the form with the required information and submit. An HPE
RCGO, Compliance & Security Officer will respond to your request.
▪ When delivering on HPE-branded services that require safeguarding PHI,
an ASA is required. The authorized Partner signature is required prior to
delivering services implementing regulatory compliance activities. To
request access to HPE’s ASA, go to [Link] > Programs>
Channel Programs> Partner Ready Service Delivery. Scroll down and
expand the Regulatory Compliance section to click on BAA/ASA Request
Form. Complete the form with the required information and submit. An
HPE RCGO, Compliance & Security Officer will respond to your request.

HPE will require the following information on the BAA/ASA Request form. Complete
the form online or copy/paste the form and send to egcompliance@[Link].

BAA/ASA Request Form (*indicates a mandatory field)

Is this regarding a new agreement? *
Your Name*
Your Company*
Your Primary Phone Number*
Alternate Phone Number
Your Email Address*
What is the name of the end-user?
Who will be delivering the service (HPE or Channel
Partner?) Please provide name of Channel Partner.
Does the deal include countries outside the U.S.?
If yes, please list countries.
Additional Comments

Note: Although there is a desire to complete the BAA/ASA at time of sale’s closure,
HPE recognizes this is not always possible. HPE will not delay a sale. A specific and
separate process is required to complete the BAA/ASA.

[Link] Report Incidents and Breaches

Partners are responsible for reporting security incidents or breaches of unsecured

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PHI to HPE.

How to notify HPE?

Partners will complete a HIPAA Notification Form to report a suspected incident or

breach. Submit basic contact data. Do not include any other information at this time.
Complete all fields marked with an asterisk. To access the HIPAA Notification Form, go
to [Link] > Programs> Channel Programs> Partner Ready Service Delivery.
Scroll down and expand the Regulatory Compliance section to click on HIPAA
Notification Form. Confidentiality is critical at this time. Only discuss the alleged incident
with sanctioned compliance/legal agents within your organization and at HPE. An HPE
RCGO, Compliance & Security Officer will contact the submitter to initiate HPE’s
investigation.

What Happens Next?

Once submitted, an HPE RCGO, Compliance & Security Officer will contact the
submitter to inquire about the occurrence and investigation. The Partner is the
primary facilitator of the investigation and notifications. HPE’s RCGO Compliance &
Security Officer and the Partner will work together to verify compliance obligations.

The HPE RCGO Compliance & Security Officer will work with the Partner to determine
next steps: notification deadlines and requirements. If it is determined a Breach or
Security Incident has occurred, HPE initiates their internal investigation processes. If it
is determined a Breach or Security Incident has not occurred, the HPE RCGO
Compliance & Security Officer will document and close the occurrence.

HPE may contact the submitter if or when necessary, throughout the investigation.
[Link] Audits

HPE requires authorized participating Partners to establish and maintain auditable

process, procedures and policies to measure the performance of agreed upon flow
down regulatory compliance obligations and maintain records as described in Section
3.1.10: Record Management Process.
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Partner should assign a qualified and trained individual(s) responsible for information
security and data privacy and have defined roles and responsibilities throughout their
organization. As described in Section 3.1.1: Appoint a Partner Delivery Manager, the
individual(s) will serve as the dedicated point of contact to represent Partner to satisfy
end- user customers’ regulatory compliance requirement matters and satisfaction.

[Link] Potential Non-compliance Remediation

▪ HPE may require Partners to provide a corrective action plan detailing

Partner’s regulatory compliance actions and controls to remediate
Partners’ delivery non-compliance.
▪ HPE may temporarily suspend access to HPE’s workflow systems
pending remediation of any non-compliance issues
▪ HPE may terminate your HPE Service Delivery Addendum
▪ HPE may exercise other remedies available

[Link] Resources

For questions regarding HPE’s BAA, ASA, incident reporting or annual

assessments, please submit an inquiry on the HPE Partner Ready Portal or e-
mail inquiries to egcompliance@[Link].

Section II (GDPR):

4.17.2 General Data Protection Regulation

The General Data Protection Regulation (GDPR) is a European Union (EU) privacy law that
governs the collection and use of personal data relating to individuals located within the European
Economic Area.

This section provides a high-level overview of the operating model and expectation of executing
GDPR regulatory and contractual obligations by and through HPE and its authorized participating
Partners.
Partners are required to conduct business in accordance to GDPR privacy laws and contractual
requirements. As part of HPE’s overall strategy to comply with GDPR privacy laws, the following
HPE Partner Agreements are in place to satisfy these requirements. These agreements can be
found on HPE Partner Ready Portal, either under the Contract & Compliance section that is
available under the Partner Quick Start page or in Resource page under the HPE Partner Ready
Delivery menu:
▪ Partner Agreements
▪ Partner Code of Conduct’s HPE Partner Ready Partner Privacy &
Data Protection Addendum (‘Privacy Addendum’)
▪ HPE Service Delivery Addendum, this Delivery Operations Guide
and/or other applicable Transaction Documents

If the contractual relationship with HPE governing delivery of HPE-branded services is not
governed by a HPE Partner Agreement with HPE Service Delivery Addendum that includes the
above Privacy Addendum, then contact your HPE Representative; PSDM and/or PBM. Where
applicable, a standalone Data Processing & Security Agreement (DPSA) may be made available.
No personal data relating to individuals located in the EU may be processed until proper GDPR
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contractual requirements are in place between HPE and it’s authorized participating Partners.

[Link] Scope

HPE regulatory compliance operating model applies to all authorized participating

Partners retained by HPE who are directly involved in the collection, storing,
processing and/or destruction of personal data relating to individuals located in the EU
on behalf of HPE.

Although GDPR is a European Union (EU) privacy law, it does have global
implications. Data can be transmitted well beyond the borders of the EU and GDPR
provides protection to individuals located in the EU no matter where their data travels.

[Link] Requirements

For authorized participating Partners performing as a Sub-processor on behalf of

HPE, each must ensure that its employees execute mandatory regulatory
compliance safeguards to protect, when processing Personal Identifiable Information
(PII), in compliance to GDPR and/or local privacy law requirements and any
equivalent definitions in privacy law to the extent that such definition should modify
this definition.

(Processing) includes, without limitation, accessing, collecting, recording,

organizing, retaining, storing, adapting or altering, retrieving, consulting, using,
disclosing, making available, aligning, combining, blocking, erasing and
destroying PII.

[Link] Partner Responsibilities

▪ Partner should assign a qualified and trained individual(s) responsible for

information security and data privacy and have defined roles and
responsibilities throughout their organization. As described in Section
3.1.1: Appoint a Partner Delivery Manager, the individual(s) will serve
as the dedicated point of contact to represent Partner to satisfy end-user
customers’ regulatory compliance requirement matters and satisfaction
▪ Partner must disclose to end-user customer, according to mandatory
privacy law notification requirements, regarding Partner’s authorized
participation of delivering HPE-branded support services on behalf of
HPE
▪ Partner should implement and execute mandatory regulatory compliance
safeguards when processing end-user customers’ PII as described in
Section 3.1.10 Record Management Process
▪ Partner may not subcontract, or act as a subcontractor, for the delivery of
any regulatory compliance and contractual service
obligations/requirements or part thereof as described in Section 4.2:
Subcontracting
▪ Upon completion any support rendered, including, any period during the
contract lifecycle, Partner must record end-user customers’ choice to “opt-
out” of HPE’s End-user Customer Satisfaction Survey as described in
Section 3.1.7: End-user Satisfaction Process for:
▪ Section [Link]: Call Center Management Process and Service Tracking
▪ Section [Link]: Repair Management Process
▪ Section 3.1.4: Installation and Startup Service Management,
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▪ Section 3.1.7: Professional Services Management, including;

▪ HPE End-user Customer Satisfaction Survey administered by HPE: In

compliance with applicable laws, upon completion of any support service
rendered, Partner must follow-up with the end-user customer to inform
that HPE will be administering an End-User Customer Satisfaction
Survey and record end-user customer’s choice to participate in the
Survey. This would be inclusive of events where CNA@[Link]
(“Contact Not Available”) are coded. If the end-user customer chooses to
opt-out from participating in HPE’s End-user Customer Satisfaction
Survey, Partner must notify HPE accordingly.
HPE End-user Customer Satisfaction Survey administered by Partner: In
compliance with applicable laws, upon completion of any support service
rendered, Partner must follow-up with the end-user customer to inform
that Partner will be administering HPE End-User Customer Satisfaction
Survey and record end-user customer’s choice to participate in the
Survey, Partner will either (i) directly conduct HPE End-user Customer
Satisfaction Survey or (ii) will provide end-user with a link to HPE End-
user Customer Satisfaction Survey. This would be inclusive of events
where CNA@[Link] (“Contact Not Available”) are coded. If the end-
user customer chooses to opt-out from participating in HPE’s End-user
Customer Satisfaction Survey, Partner will notify HPE accordingly.
▪ Whilst performing actions within any of HPE’s workflow systems under
this Program, Partner shall record “Opt Out of Survey” in relevant
HPE’s workflow systems under this Program, if the end-user
customer chooses to opt-out from participating in HPE’s End-user
Customer Satisfaction Survey and/or when it is otherwise not
permitted to communicate the survey to end-user customer under the
applicable privacy and data protection laws.
▪ Partner must ensure that any and all mandatory safeguards according
to HPE’s Partner Code of Conduct Privacy Addendum or the HPE
Partner Agreement and Addendums, including the Data Protection
and Security Agreements (DPSA), that govern privacy and security
requirements for HPE-branded support services transactions, are
passed through and/or executed.
▪ When Partner is delivering as a prime, Partner is responsible to
identify any regulatory compliance and/or contractual obligations that
are not consistent with the HPE Terms & Conditions, including HPE’s
Partner Code of Conduct Privacy Addendum or the HPE Partner
Agreement, Addendums, DPSAs, and notify HPE.
▪ Report security incidents and breaches as described in Section [Link]:
How To Report A Suspected Security Incident Or Breach To HPE, and
▪ Participate with HPE’s annual assessment under this Program as
described in Section 4.15: Audit, Investigation and Record Retention and
Section: 3.1.10 Record Management Process.

[Link] Requesting HPE’s Pass-through, Non-negotiable Data Privacy &

Security Agreement

Data Privacy & Security Agreements (DPSA) specific to HPE-branded service

offerings are available at [Link] or
contact your local PSDM or PBM.

[Link] Incident Reporting Management

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All authorized participating Partners are responsible for reporting HPE GDPR-related
security incidents or breaches to HPE when providing services or goods on behalf of
HPE as a Sub-processor. Adherence to Section 3.1.10: Record Management
Process will ensure timely responses to Supervisory Authority inquiries and/or
incident management reporting.

[Link] How To Report A Suspected Security Incident Or Breach To HPE

All notifications, whether related to a Data Security Incident or Data Network Security
Schedule (DNSS) non-compliance, shall be made to HPE Cyber Defense Center via
e- mail at soc@[Link] or calling 1-877-762-6139. Partners shall use commercially
reasonable efforts to notify HPE without undue delay and in any event within twelve
(12) hours after discovery of a security incident.

[Link] Audits

HPE requires authorized participating Partners to establish and maintain auditable

policies, processes, procedures and records to measure the performance of agreed
upon regulatory compliance contractual flow-downs; including but not limited to,
timely responses to HPE related Data Subject Rights requests and Supervisory
Authority; as describe in Section 4.15: Audit, Investigation and Record Retention and
Section 3.1.10: Record Management Process.

[Link] Potential Non-Compliance Remediation

▪ HPE may require Partners to provide a corrective action plan detailing

Partner’s regulatory compliance actions and controls to remediate
Partners’ delivery non-compliance
▪ HPE may temporarily suspend access to HPE’s workflow systems
pending remediation of any non-compliance issues
▪ HPE may terminate your HPE Service Delivery Addendum
▪ HPE may exercise other remedies available

[Link] Where To Go For Help/Questions

For questions please contact:

▪ PBM
▪ PSDM or
Log a “Get Support” request on the HPE Partner Ready Portal
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4.18 Business Continuity Planning

Partners are required to have a Business Continuity Plan (BCP) in place, so to ensure their
business operations continuity and the capability to quickly restore operational processes in the
event of an unexpected major disruption, e.g. fire, flood, earthquake, cyber-attack, virus outbreak,
etc.

Partner’s BCP must contain the processes and procedures, which their employees should follow in
case the above mentioned happens. The BCP scope should cover key business processes, systems
(DRP), people, assets, business partners and suppliers and should be based on a documented
business impact analysis (BIA) and risk assessment.

Partner’s BCP should be document and approved by senior management. It should be communicated
and easily accessible in an electronic format by partner employees and also communicated to HPE
Partner Account team.

Additionally, partners should have a yearly testing and review process in place. BCP testing has to be
carried out at least once a year. Testing should cover, among others, the relevance of planned
procedures, employee readiness and resources availability. Testing objectives should be measurable
and testing results should be used for overall plan review and optimization as described in Section
3.1.9 Continual Improvement Process.

Partners are required to establish and maintain auditable BCP policy, processes, procedures and
records as described in Section 4.15: Audit, Investigation and Record Retention and Section 3.1.10:
Record Management Process.

Furthermore, HPE recommends Partners to follow the business continuity planning standards as set
forth in ISO 22301.
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5. Parts
Please note that spare parts supply is only applicable for Break Fix service delivery and does not apply
for Installation and Startup, advanced replacement, proactive maintenance or other delivery programs.

Parts provided for warranty events may be used only for valid service entitlement performed by service
qualified personnel on eligible products and may not be used for non-warranty repairs, or for the
warranty repair of other products, and may not be resold.

While the contents of the “Parts” section are applicable worldwide, additional region or country
specific requirements may exist. Partners should refer to Appendix 4 for such requirements, if any.

Partner may consult their assigned PSDM for further details.

5.1 Overview
HPE will ship spare parts to Partner as required for valid warranty/HPE support services/HPE service
contracts events claimed via HPE service delivery workflow system. HPE also commits to supply parts
for trade purchase to Partner, as ordered through it. In cases where Partner fails to meet the exchange
service obligation to return a defective spare part to HPE within the return deadline and following the
return shipping instructions as specified in the Delivery Operations Manual. For more information,
please refer to the HPE Partner Ready Delivery page in the HPE Partner Ready Portal.

HPE will consider the spare part delivery of the service event to be a trade transaction, and Partner shall
be liable for the purchase of the spare parts shipped by HPE.

IMPORTANT
In some countries, HPE service contracts are not available for Partner sales and delivery. Please consult with the PSDM.

5.2 Genuine HPE Spare Parts Definition

Partners are required to use exclusively genuine HPE spare parts when performing in warranty or out-of-
warranty services on HPE products. A genuine HPE spare part is defined as an original HPE branded
spare part that has been purchased from HPE, either directly or via an HPE authorized replacement parts
partners, and lawfully imported in the country or region concerned.

Spare parts purchased or supplied directly from HPE are considered all those, that are ordered via
HPE service delivery workflow system.

IMPORTANT
Notable exceptions are scenarios when:
▪ An order is placed by HPE Partner Delivery due to technical issues;
▪ An order is placed by HPE Partner Delivery in relation to a pre-agreed additional process documented accordingly

Spare Part Price List may be published in the HPE Partner Ready Portal, if available.

Genuine HPE spare parts may be new or equivalent to new. HPE may terminate Partners who do not
comply with the requirement to use genuine HPE spare parts.

Spare parts that have been repaired by anyone other than HPE or a designated HPE repair center for
that purpose cannot be considered as genuine HPE spare parts
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IMPORTANT
“Equivalent to new” means previously used genuine HPE spare parts that have been returned to HPE or to an HPE repair center
and inspected, refurbished as necessary, tested and determined to be equivalent in appearance, revision level, performance and
reliability to corresponding new parts.

5.3 Counterfeit Parts

Partner is responsible for inspecting and taking appropriate measures as outlined below to identify if a
part that is being replaced during the repair process is HPE branded or counterfeit. Partners should
check with HPE to verify the authenticity of any parts they suspect may not be genuine HPE parts.

Partner is advised to utilize the following site below as part of the verification process:
[Link]/products/validate

Returned parts will be inspected and in case the part appears to be falsified the relevant part will be
sent to the Counterfeit Validation Team in the U.S. Partner will get a written confirmation whether the
part is counterfeit with information about options and steps to be taken.

Partner may contact HPE’s Counterfeit Validation Team to procure written confirmation that a part or parts
are authentic or counterfeit; such written confirmation can be used to approach the provider of the part.
Partner can use the following email address:

[Link]@[Link]

The correspondence should be always in English. Any appeal regarding this process must be completed
before the 90-day appeals period expires or your part may already have been disposed of. In order to
have a clear audit of this category of parts, Partner must maintain records to enable traceability of parts to
the end- user customer.

5.4 Ordering Method

Please refer to the Delivery Operations Manuals available in the Operational Documents section on the
HPE Partner Ready Delivery page in the HPE Partner Ready Portal, for all specific instructions on parts
ordering.

5.5 Spare Parts in Product Configuration

Do not configure HPE products with non-HPE items or non-supported options or spare parts unless
expressly authorized to do so by HPE in writing and notifying the end-user customer that this may invalidate
the product warranty if it causes malfunctions or damages to the product.

Evidence of such notice shall be kept by Partner and made available to HPE upon request.

Partners shall not remove pre-installed software, software media, software licenses, warranty
statements or similar items from the products unless instructed to by the end-user customer or HPE in
writing. If such removal affects supportability of the product, then Partner must obtain the prior written
approval of HPE.
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5.6 Parts Supply Models

Please refer to the Delivery Operations Manuals available in the Operational Documents section on the HPE
Partner Ready Delivery page in the HPE Partner Ready Portal for more information.

5.6.1 Trade Flow

For repairs performed on out-of-warranty products, Partner may purchase spare parts from
HPE. In cases where Partner does not have a corresponding defective part to return to HPE,
Partner will be billed for the list price minus Partner discount. Partner must pay HPE for those
invoices which are due in full, according to the payment terms and conditions stated on the
invoice.

5.6.2 Retention of Title

The spare parts supplied shall remain the property of HPE until Partner has paid in full their
price and any other sums owing from Partner related to the sale of HPE Products.

Until HPE takes ownership in the spare parts Partner shall:

▪ Take proper care of the spare parts, insure them fully, and take all
reasonable steps to prevent any damage to or deterioration of them. Any
such insurance monies received by Partner shall be payable to HPE to the
extent of the price due.
▪ Keep the spare parts free from any charge, lien or other encumbrance
and store them in such a way to show clearly that they belong to HPE;
and
▪ Not be authorized to sell or otherwise dispose of the HPE spare parts.

Partner will deliver the spare parts to HPE, or will allow HPE to repossess the spare parts, if any
claim relating to the sale of HPE product remains unpaid, and thereafter HPE may resell such
spare parts for its own account.

Partner hereby grants an irrevocable right and license to HPE and its employees and agents to
enter upon all or any of Partners premises, with or without vehicles during normal business
hours, for the purpose of inspecting and/or repossessing spare parts, to which it has retained
title. This right and license shall continue to subsist notwithstanding the termination for any
reason of this Agreement and is without prejudice to any accrued rights of HPE hereunder.

Notwithstanding the provisions of this clause HPE shall be entitled to bring an action against
Partner for the price of any spare parts in the event of non-payment by Partner.

Partner is expressly prohibited from entering into any obligation with any third party, which may
be, inconsistent with or derogate from HPE’s rights under this Agreement in respect of the spare
parts or other goods. All payments made by Partner shall first be appropriated to spare parts or
other goods, which had been resold by Partner and then to spare parts or other goods which
remain in the actual or constructive possession of Partner not withstanding any purported
appropriation otherwise by Partner.

5.6.3 Warranty to Partner

Upon delivery, spare parts shall be in working order and correspond in all material respects with
their specifications. Spare parts ordered by Partner, which do not work or correspond to
specification, shall be returned to HPE for replacement within the 90 day warranty period,
calculated from the date of shipment to Partner.
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IMPORTANT
This 90-day warranty period is applicable in all countries except where local law stipulates otherwise.

HPE may supply new or refurbished parts or, if repair or replacement is not possible, may refund
the purchase price.

5.7 Invoicing
Please refer to the Delivery Operations Manuals available in the Operational Documents section on the HPE
Partner Ready Delivery page in the HPE Partner Ready Portal for more information.

5.8 Returns

5.8.1 Defective returns against Warranty and HPE Support Services/Contract

Events

[Link] Principles of Maximum Time to Return Defective Material after a

Service Event

Please refer to Appendix 4: Region/Country Specifics for more information.

[Link] Conditions for Return Process

Partners are required to use the original spare part packaging material for the return
shipment of defective parts.

Appropriate packaging must be used when returning defective parts to reduce the
possibility of damage during transportation. ESD protection is mandatory for parts
containing printed circuit boards.

Partner is responsible for any required transportation documents such as no-charge

invoices, manifests and packing lists. HPE’s systems will not provide this documentation
and HPE accepts no liability whatsoever in terms of return shipments held or rejected by
Customs authorities.

Please refer to Appendix 4: Region/Country Specifics for more information.

IMPORTANT
All parts returned to HPE for HPE service delivery workflow system event, require either the use of the return label (where
provided), or a service tag printed from it.

[Link] Unlike Parts Returns

When the ordered part and the claimed part are different, the HPE service delivery
workflow system checks if the two parts are functionally equivalent, and will allow the
claim of a different part number only if this functional equivalent check is successful. On
the return of the part, the functional equivalence is checked again to ensure the returned
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part is a valid alternative to the ordered part.

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HPE may charge Partner for any failure to return parts within the return window
documented in Appendix 4: Region/Country Specifics under Section 6.3 Return of
Defective Material - Time Windows, or for returning parts which are not validated by HPE
as functionally equivalent as described above. Exceptions are documented in Section
[Link] Return Guidelines.

[Link] Where to Return Defectives

Please refer to the Appendix 4: Region/Country Specifics for more information.

[Link] Return Guidelines

Parts returned must have a valid HPE return label or HPE service delivery workflow
system tag present within the box. One HPE return label or the HPE service delivery
workflow system tag per part is needed.

If the repair is covered by an HPE service with DMR or CDMR, then the defective part is
not required to be returned to HPE. End-user customer will have the right to keep their
defective media. Please refer to the Delivery Operations Manuals available in the
Operational Documents section on the HPE Partner Ready Delivery page in the HPE
Partner Ready Portal for more information.

5.8.2 Return of Unused Trade Parts

A Partner may not return any unused trade order parts. Any such requests will be reviewed by
HPE to ensure that the return is compliant.

5.8.3 Return of Unused Warranty Parts

HPE will only accept return of unused parts where they have been ordered for a defined end-
user customer event and are subsequently unused because Partner, upon inspecting the end-
user customer's product, was able to resolve the end-user customer issue without the use of
the part.

No event payments will be applicable for such events.

Parts are considered unused if the box has not been opened, or if the box has been opened
but the Electro Static Discharge (ESD) bag has not been opened.

If the spare has been removed from the ESD bag then it must be labelled as BAD on the
return label.
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6. Compensation

Under the Program, Partner may be compensated in the following manner, as applicable:

▪ Installation and Startup Reimbursement

▪ Professional Services Reimbursement
▪ Break Fix Event Reimbursement
▪ Delivery Readiness and Excellence (DRE) Each of these compensation
elements are described further below.

IMPORTANT
Spare parts importation related costs may be compensated for some countries, see further details in Appendix 4:
Region/Country Specifics.
Eligibility and access to the Program’s incentives and rewards are subject in all cases to HPE’s prior written confirmation and
are subject at all times to Partner’s fulfillment of the related business, delivery, technical and administrative criteria and
requirements as set out in the Program Agreement.

6.1 Installation and Startup Reimbursement

6.1.1 General Principles

HPE compensates Partner for Installation and Startup service of HPE product, provided:
▪ The product belongs to a product line included in Partner program
and to a product category that Partner is authorized to install
▪ The delivery personnel has to have the respective SolQ acquired
prior to the Delivery
▪ An HPE Installation and Startup service was sold for the specific product
▪ Partner must claim the installation within the claim window, including
providing required documentation of the installation (refer to
Appendix 3: Delivery Compensation for more details)
▪ Custom services (SOW, Consulting, etc.), where the deliverables
are not pre-defined by SDG, can’t be delivered by the partner.
These services are to be used in certain occasions that are defined
in respective SDG, therefore require special handling. Unless
expressly authorized in advance by HPE, HPE reserves right not to
accept claims for these services marked as special (generic) SKUs
into the list of all Partner Ready Services SKUs. For the complete
list of the services in program scope, please visit the HPE Partner
Ready Portal.

As part of the installation process, it is required that the product is connected with HPE
support automation tools, to better support end-user customers

6.1.2 Calculation Principles

HPE reimburses delivery Partner by paying a percentage (Installation and Startup Rate %) of
the HPE service order net price.

Please refer to Appendix 3: Delivery Compensation for more details.

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6.2 Professional Services Reimbursement

6.2.1 General Principles

HPE compensates Partner for Professional Services, provided:

▪ The professional service is included in Partner program and in a
SDS for which the Partner is authorized
▪ The professional service is performed by appropriately
qualified personnel
▪ A HPE Professional Services package was sold for the
specific professional service
▪ Partner must submit a claim within the claim window, including
providing required documentation (refer to Appendix 3: Delivery
Compensation for more details)

6.2.2 Calculation Principles

HPE reimburses delivery Partner by paying back a percentage (Professional Service Rate
%) of the HPE service order net price.

Please refer to Appendix 3: Delivery Compensation for more details.

6.3 Break Fix Event Reimbursement

6.3.1 General Principles

HPE compensates Partner for repair of HPE product, provided:

▪ The product belongs to a product line included in Partner program
and to a product category that Partner is authorized to repair
▪ The intervention is performed by an appropriately qualified personnel
▪ The product is under HPE warranty or support services coverage
▪ If a service note must be applied, Partner must specify the service
note reference number on the warranty claim
▪ In some situations, Partner will not be paid for duplicate claims. For
details of what constitutes a duplicate claim, please refer to Appendix
3: Delivery Compensation.
▪ Partner must claim all service events within the Claim Expiration
Window in order to ensure payments are made and to avoid parts
being invoiced. Please refer to Appendix 4: Region/Country Specifics
for more details.

HPE will not compensate Partner for any of the following repairs, which are excluded from
warranty, unless expressly authorized in advance by HPE in writing:
▪ Consumable items such as media
▪ Visible abuse or shipping damage
▪ Use of the product in an unsupported configuration, or problems
resulting from the end- user customer’s own software
▪ Use of non-HPE parts
▪ Not following normal maintenance or cleaning procedures
▪ Products not used within specified operating requirements
▪ Reconfiguring software
▪ Bios, firmware and driver updates
▪ Network troubleshooting
▪ Proactive replacement
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6.3.2 Payment Differentiation

[Link] By Repair Strategies

Labor reimbursement compensation depends on the expected Partner’s provision of service:

▪ Labor Only: claims in which an end-user customer problem is resolved
without part, either by phone or by a physical repair.
▪ Customer Self Repair (CSR): Customer Self Repair refers to a problem that can
be fixed by the end-user customer using a part sent to him by HPE or by a
Partner. HPE differentiates Customer Self Repair parts by (a) for which warranty
terms specify a mandatory end-user customer self-replacement, and (b) for which
warranty terms specify an optional end-user customer self-replacement.
For more details please go to the Delivery Operations Manuals available in the
Operational Documents section on the HPE Partner Ready Delivery page in the
HPE Partner Ready Portal.
▪ Onsite Repair: It refers to when the unit being serviced is covered by onsite
entitlement and Partner is required to send a qualified personnel to the end-
user customer’s site to perform the repair
▪ Whole Unit Exchange (WUE): claims for HPE products covered by whole
unit exchange entitlement. The defective unit will be replaced free of charge
during the warranty or support service period.
▪ Parts Only Warranty (POW): claims for HPE products covered by parts-only
replacement warranty. The defective parts will be supplied free of charge during
the warranty period.

[Link] By Product Technology

Labor reimbursement compensation may depend on the product technology and

associated repair complexity.

[Link] By Service Level

Labor reimbursement compensation may depend on the Service Level Agreement

(SLA) the device is covered by. This acknowledges the different level of effort for
different Service Level Agreements.

IMPORTANT
Refer to Delivery Operations Manuals available in the Operational Documents section on the HPE Partner Ready Delivery page
in the HPE Partner Ready Portal for detailed instructions on how Partner should provide service in relation to the above
delivery method. If Partner fails to follow these guidelines, payment of the corresponding service events may be withheld or
voided.
Specific labor compensation rates are defined by repair strategy, By Product Technology, and service level. Please refer to
Appendix 3: Delivery Compensation.

6.3.3 Calculation Principles

The payment amount computed for each claim depends on the repair strategy, by product
technology and the service level, for which different labor rates are defined and configured in
the HPE service delivery workflow system.

The payment amount is also determined by a set of rules for situations in which the normal
compensation rate corresponding to the repair strategy may be increased or decreased.
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All forms of service delivery compensation payments provided for in this Operations Guide will be
paid only in connection with authorized services performed for service delivery events reported
by Partner in compliance with the requirements, conditions and processes described in this
Operations Guide.

Please refer to Appendix 3: Delivery Compensation for more details.

6.3.4 Break Fix Reimbursement Bonus

HPE believes in rewarding Partners having a high engagement in the service delivery,
achieving outstanding end-user customer satisfaction, and delivering service excellence.

The standard break fix labor reimbursement may be increased by a delivery pay-for-
performance bonus, depending on partner delivery performance achieved over the past
period.

Partner’s delivery performance will be measured against Key Performance Indicators (KPI)
targets. A Partner who is performing equal to or better than these targets becomes eligible for a
Delivery Pay for Performance bonus percentage increasing standard labor rate.

Please refer to Appendix 2: Key Performance Indicators and Compliance Requirements and
Appendix 3: Delivery Compensation for more information.

6.4 Miscellaneous Event Reimbursement

Partner may be requested, on occasions, to perform services of a technical or quasi-technical nature outside
the normal scope of Installation and Startup or Break/Fix. The scope and schedule of such services will be
requested by the partner's PSDM on a case by case basis. Reimbursements will be based on the specifics
of the event. Some examples of services which may be requested are: Providing onsite technical assistance
for a remotely-delivered HPE service; Preventive Maintenance; Setting up or modifying software
configurations; Making hardware changes.

Please refer to Appendix 3. Delivery Compensation for more details.

6.5 Delivery Readiness and Excellence (DRE)

6.5.1 DRE Overview

Recognizes and supports Partners to maintain their service delivery readiness, giving them a
predictable income stream over the life of HPE support services, rather than relying on actual
event payments only.

The more services Partner sells and registers to deliver as PSP, the more Partner can earn.

Only HPE branded HW maintenance services are eligible for DRE. Partner is eligible to
receive DRE payments for related support services throughout the service duration under
the following conditions. These are assessed during each quarterly DRE calculation period:
▪ Partner retains the relevant SDS authorization
▪ Partner’s PSP-ID remains registered on the Support Service
▪ Partner performs the required service events and meets the 6
months rolling PSP Delivery Compliance (PDC) KPI target.

Additional information related to PDC is in Key Performance Indicators and Compliance

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Requirements on the HPE Partner Ready Delivery page in the HPE Partner Ready Portal.

Note that although the PDC KPI target is set to account for a certain margin of error, HPE’s
expectation is that Partners perform 100% of these interventions. Partners should make sure
that their end-user customers contact them directly (whenever possible), and that remote
support tool should be correctly configured with Partner Support identifier. For services
registered to a PSP- ID, HPE will route related cases to the registered PSP Partner.

If the minimum case volume is met for computing the PDC KPI results, then DRE Payment is
made provided the Partner meets the PDC KPI target. If minimum case volume is not met, the
DRE Payment is made independently from the PDC KPI results.

6.5.2 DRE Triggered by PSP Registration

DRE is triggered by Partner registration as PSP on the particular HPE branded support
service only.

▪ Partner is responsible for ensuring their PSP ID is correctly registered for the
support services they sold in order to be eligible to receive DRE compensation.
▪ Partner should only register as PSP if a Partner is able to deliver the service. No
PSP registration for support services sold outside Partner’s geographical
coverage or beyond Partner service level is permitted. HPE will be monitoring the
misuse and appropriate actions will be taken, including DRE payment
cancellation.
▪ The DRE is paid by service periods for active services (services started and not
yet ended) that are appearing registered with a valid PSPID on the first day of
HPE Fiscal Quarters following the service start date. If not registered before HPE
Fiscal Quarter is starting, the DRE payment for this corresponding service period
is not paid.
▪ The partner should register their PSPID within the first90days from the service
start date to exercise his first right to deliver as described in Section 2.3Rules of
engagement. If the partner is not registered as PSP after 90 days from service
start date, the partner is losing his default eligibility to the DRE payment for that
service, and would need to request a DRE eligibility reactivation for the service
through the assigned PSDM, who will seek HPE Partner Delivery management
exceptional approval.
▪ If late PSP registration and DRE payment is approved, Partner would only be
eligible for the remaining DRE payment starting at the next DRE calculation cycle
onwards for the remaining service duration period.

6.5.3 DRE Calculation Principles

The DRE considers the eligible support services that Partner sells and delivers as PSP, and,
over the duration of the service, rewards Partners with a percentage (DRE rate %) of the net
service price.

To ensure the maintenance of delivery readiness excellence over the service duration, the
DRE amount is broken down by periods of service duration, and paid periodically over the
service duration, as long as Partner remains eligible.

The DRE payments will be computed following the HPE fiscal quarters, considering the PSP
registered services for the installed base that is active (according to the support service start
date and end date) on the first day of each HPE fiscal quarter, and that are eligible for DRE
payment.

The DRE eligibility is assessed during each first month of a HPE fiscal quarter. Please refer to
Appendix 3: Delivery Compensation under Section 3.5: Delivery Readiness & Excellence (DRE)
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for more details.

6.5.4 DRE Bonus

The standard DRE payment may be increased by a delivery pay-for-performance bonus,
depending on partner delivery performance achieved over the past period.

Partner’s delivery performance will be measured against Key Performance Indicators (KPI)
targets. A Partner who is performing equal to or better than these targets becomes eligible for
a Delivery Pay for Performance bonus percentage increasing standard DRE rate.

Please refer to Appendix 2: Key Performance Indicators and Compliance Requirements

and Appendix 3: Delivery Compensation for more information.

6.5.5 DRE Payment Eligibility

Partner’s participation in the DRE is subject at all times to their fulfillment of the DRE eligibility
criteria documented in this Delivery Operations Guide.

HPE will assess the DRE eligibility criteria at each quarterly DRE calculation period.

If Partner does not meet one or multiple criteria, the following will be applied for that
particular quarterly run, and the eligibility criteria will be re-assessed at the next quarterly
run.
▪ In the event that Partner loses all of the SDS authorization, no DRE
payments will be provided at that particular quarterly DRE
calculation period (payments skipped and not accrued).
▪ In the event that Partner loses one or multiple SDS authorizations,
the associated DRE payments will be stopped (skipped and not
accrued) at that particular quarterly DRE calculation round.
However, the DRE payments will continue for those support services
still covered by active SDS authorizations.
▪ In the event that Partner’s PSP-ID is removed from one or multiple
support services the DRE payments associated to those support
services will be stopped (skipped and not accrued) at that particular
quarterly DRE calculation round. However, the DRE payments
continue for those support services where the PSP- ID is retained.
▪ In the event that Partner doesn’t meet the 6 months rolling PSP
Delivery Compliance (PDC) KPI target, all DRE payments will be
stopped (skipped and not accrued) at that particular quarterly DRE
calculation round.

HPE payment terms and conditions apply to all DRE payments.

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Acronyms Table
Abbreviation Definition
PSDM Partner Success Delivery Manager

SDS Service Delivery Segments

SQ Service Qualification

SolQ Solution Qualification

PSP Preferred Service Provider

SDG Service Delivery Guide

BAA Business Associate Agreement

ASA Agent Subcontractor Agreement

RCGO Regulatory Compliance & Governance Office

HIPAA The Health Insurance Portability and Accountability Act

PHI Protected Health Information

CE Covered Entities

BA Business Associates

PPA Partner Portal Administrator

ORR Operational Review Report

PBM Partner Business Manager

BCP Business Continuity Plan

ESD Electro Static Discharge

DRE Delivery Readiness and Excellence

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Guide

© Copyright 2023 Hewlett Packard Enterprise Development LP. The information contained
herein is subject to change without notice. The only warranties for Hewlett Packard
Enterprise products and services are set forth in the express warranty statements
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May 1, 2023