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  • Agentless Management Service (AMS)

    iLO AMS uses out-of-band communication for increased security and stability. This feature runs on iLO hardware which is independent of operating system and processor.


  • Channel Partner

    See HPE Authorized Channel Partner.

  • contract

    General term including: HPE support agreement, packaged support, and warranty.

  • contract and warranty

    General term including: HPE support agreement, packaged support, and warranty.


  • device

    Any object such as a server, storage system, or switch, that by means of being monitored by HPE remote support technologies.


  • event

    See service event.

  • entitlement

    The process of authorizing a request for support based on the contents of warranty or support contracts held by the customer, normally with respect to a specific Object of Service (OOS) such as a hardware or software component. Your level of entitlement is determined by your HPE Support contract. Contact your HPE Account Team for more details.


  • HPE Authorized Channel Partner

    Two types: HPE Authorized Reseller, who has been approved by HPE to become a partner in the Global Partner Portal, and who meets certain criteria. HPE Authorized Service Partner, who in addition to the services a reseller can provide, can also deliver break-fix services.

  • HPE Authorized Reseller/Distributor

    Channel partners who sell hardware and services.

  • HPE Support Center

    Contains: Product Support and My IT Environment sections. Use Product Support to find drivers, patches and other software, and search for a variety of support documentation. Use Insight Online to manage your remote support devices and contracts, and to access features such as Service Credits and reports. HPE Authorized Channel Partners also have access to a My Customers section.


  • iLO

    Integrated Lights-Out. Embedded server management technology that delivers web-based remote management that is always available.

  • Insight Online

    Part of the HPE Support Center, Insight Online provides one-stop personalized, secure access to support the devices in your IT environment. It is used primarily by your IT staff who deploy, manage and support systems, plus HPE Authorized Channel Partners who support your IT infrastructure. Depending on your support model, you or your HPE Authorized Channel Partner can easily organize your devices into groups and have the flexibility to efficiently monitor, track and service your HPE devices.

  • Insight Remote Support

    HPE Insight RS provides proactive remote monitoring, diagnostics, and troubleshooting to help improve the availability of supported HPE servers and storage systems in your data center.


  • Onboard Administrator (OA)

    The OA for BladeSystem enclosures provides both local and remote administration of BladeSystem c-Class enclosures.

  • opt-in

    During or after device registration, the customer consents or "opts-in" to have HPE or a partner contact them to discuss optimizing their environment.


  • Packaged Support Services

    An enhanced support package that can be purchased for many HPE products and services. These services extend coverage when an original warranty expires. They reduce downtime risks with support levels from basic to mission-critical.


  • Service Agreement ID (SAID)

    A Service Agreement ID (SAID) is your unique support identifier with Hewlett Packard Enterprise.

  • Secure Sockets Layer (SSL)

    Standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral.

  • service event

    HPE remote support technologies monitor a customer’s hardware environment for service events that require action from the HPE Authorized Service Partner or customer. For the most part, actionable service events require replacing a failed Field Replaceable Unit or Customer Replaceable Unit in the monitored hardware. Non-actionable events are filtered out, and actionable service events are forwarded to HPE. HPE remote support technologies monitor hardware for hard failures from a major component on the hardware such as CPU, disk, memory, and power supply, and these will trigger a service event communication to HPE. In addition, HPE remote support technologies monitor hardware for soft errors, and in some instances, when the number of soft errors exceeds a specific threshold, an event is sent to HPE. Further details regarding what classifies as an actionable service event is HPE confidential information.

  • Support Account Reference (SAR)

    A type of product identifier. Also known as a system handle.

  • system handle

    Another name for Support Account Reference (SAR)


  • Transport Layer Security (TLS)

    A protocol that ensures privacy between communicating applications and their users on the Internet. When a server and client communicate, TLS ensures that no third party may eavesdrop or tamper with any message. TLS is the successor to the Secure Sockets Layer (SSL).