Feeds

HP 'clarifies' firmware/support contract rules

Cough up security patches are all you'll get

Combat fraud and increase customer satisfaction

A week after upsetting the user community with what looked like a “no patches without payment” policy, HP has moved to “clarify” its position.

Rumours first emerged in December that ProLiant firmware would only be made available to customers with active support contracts, something confirmed in early February in a customer notice sighted by The Register.

That notice said:

Starting February 2014, an active warranty or contract is required to access HP ProLiant Server firmware updates. View your existing contracts & warranties or get help linking contracts or warranties to your HP Support Center user profile

In this note on the HP Technical Support Blog, Mary McCoy, the company's VP for server support, writes: “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.”

McCoy also highlighted a few key point from the current HP FAQ on what support is and is not provided free. In brief:

  • Which products are affected? – Only ProLiant servers, and only system ROM and complex programming logic device (CPLD) firmware is affected. “Entitlement requirements” won't apply to iLO, I/O or controller firmware.
  • What about warranty? – Firmware is covered under warranty, but to get full coverage post-warranty, a service contract will be required.
  • What about security? – “Security and safety” patches will be provided to all server users for free.

The full list of firmware entitlement FAQs is here. ®

Combat fraud and increase customer satisfaction

More from The Register

next story
This time it's 'Personal': new Office 365 sub covers just two devices
Redmond also brings Office into Google's back yard
Kingston DataTraveler MicroDuo: Turn your phone into a 72GB beast
USB-usiness in the front, micro-USB party in the back
Dropbox defends fantastically badly timed Condoleezza Rice appointment
'Nothing is going to change with Dr. Rice's appointment,' file sharer promises
BOFH: Oh DO tell us what you think. *CLICK*
$%%&amp Oh dear, we've been cut *CLICK* Well hello *CLICK* You're breaking up...
AMD's 'Seattle' 64-bit ARM server chips now sampling, set to launch in late 2014
But they won't appear in SeaMicro Fabric Compute Systems anytime soon
Amazon reveals its Google-killing 'R3' server instances
A mega-memory instance that never forgets
Cisco reps flog Whiptail's Invicta arrays against EMC and Pure
Storage reseller report reveals who's selling what
Microsoft builds teleporter weapon to send VMware into Azure
Updated Virtual Machine Converter now converts Linux VMs too
prev story

Whitepapers

Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.