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More information on HP firmware availability

I’ve been reading with interest the responses to my earlier blog on HP firmware availability.  I’ll provide more context for the decision, answer some questions and hope to address some of the concerns you raised.

 

A few more words on the decision:

 

As is commonplace in the industry, our products include a warranty that customers pay for as part of the product.  The warranty is our promise to correct issues for some period of time, including those that can be addressed with new firmware.  Enabling this promise includes ongoing investments in HP intellectual property, including firmware updates.

 

It is through the sales of warranty in the product, and sales of support services after the warranty, that we are able to invest to create great customer experiences with our products.  Naturally we don't ask customers to buy support as that is their choice.

 

Still, we find that customers appreciate the level of service we provide, including access to firmware updates.

 

I encourage all of you to review a complete list of FAQs published here.  That said, I’ve selected a few FAQs to publish inside this post.

 

What other HP products will be impacted?

The firmware access changes we are making on February 19, 2014 apply to HP ProLiant servers only.   Specifically, within ProLiant, we are not putting entitlement requirements on iLO, I/O, or controller firmware; we are only entitling ProLiant system ROM and complex programming logic devices (CPLD) firmware.    

 

Will we charge for firmware updates after warranty?

Service can be purchased both during and after the warranty period.  Firmware update access is a feature of both warranty and our standard support service and is a key component of our effort to help customers get the most value from their HP systems for the long-term.

 

If I am out of warranty and don’t have a service contract, how will I get access to security and safety patches?

We understand that updates addressing security and safety are important for your business, and will continue to provide those updates to all server users. 

 

 

 

Mary Mc Coy.jpgMary McCoy

Vice President, HP Servers - Support

Technology Services

 

Mary has been with HP for over 30 years, where she has held leadership roles in HP Solution Centers, HP Expert Centers, HP Education and HP Consulting. 

 

She currently manages the HP Technology Services business for HP Servers.

In the fall of 2013, Mary was appointed to the Board of Directors at TSANet (Technical Support Alliance Network), the industry’s largest vendor-neutral support alliance. 

 

Comments
Joshua | ‎02-11-2014 05:39 PM

Will we be able to purchase these updates on a as needed basis?  I have no need for a full support contract as we like many in the industry are self maintainers.  I can purchase parts and have my servers repaired faster than I can typically place a service call with HP. 

Will there be a  time and materials option for us?   It would be a kick in the face to all of the HP loyal customers if the only option is a contract.

Michael Lieberman | ‎02-11-2014 09:52 PM

The website states:

 

If I am out of warranty and don’t have a service contract, how will I get access to security and safety patches?

We understand that updates addressing security and safety are important for your business, and will continue to provide those updates to all server users. 

 

Questions:  How will a customer that fits into this situation obtain the firmware?  What criteria specifically will be used to identify these customers?

 

Thanks,

Mike

José David Gea | ‎02-11-2014 10:28 PM

It is still not clear.

 

Am I supposed to pay for a security/safety firmware update for my servers?

 

Kurt Jaeger | ‎02-12-2014 01:13 PM

This policy applies also for already-purchased servers ?

 

What about doing it only for new server-sales ? Wouldn't that be easier to "communicate" ?

Martin Hingley | ‎02-12-2014 01:51 PM

Thanks for the clarification, Mary

I'm hoping we won't return to the vertical integration and customer lock-in of the 1970s.

Of course some other server vendors are restricting firmare upgrades to users with maintenance contracts - but I for one dont think of that as best practice.

Especially at the lower end of the x86 server market SMBs and 3rd party resellers are likely to choose vendors selling unrestricted servers.

Best Wishes

Martin

 

Frank Sevier | ‎02-12-2014 11:07 PM

The customer segment who will suffer the most from this revision in HP firmware availability will be the SMBs performing their own in-house IT support. It’s too bad some easy method couldn’t be created to exempt SMBs from this revision and have it primarily apply to the enterprise level, like allowing a limited number of free downloads per year/ per account above which would require a support agreement.

Hausverwaltung Essen | ‎02-13-2014 10:25 AM

What ist about already purchased but not shiped servers?

francine hotte | ‎06-01-2014 12:30 PM

I would like to know what is the problem with my HP.  There is nothing on the screen when I open my laptop just the arrow  but no application nothing.  Please tell me how to resolved that problem, screen is on and light is open.

joseam | ‎06-02-2014 06:31 PM

Hello francine hotte,

 

I am sorry to hear that you are having trouble with an HP product.

 

Even though this page is focused on products and services for the enterprise, I would like to help as much as possible.

Please follow this link to find an authorized support provider near you:
http://h20566.www2.hp.com/portal/site/hpsc/public/

 

Also you can visit the HP Support Center and check your warranty status:
http://h20565.www2.hp.com/portal/site/hpsc/public/wc/home/

 

Hope this helps,

José Arias

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