topic Query: Cannot Download Software Update after being shortchanged on Support Dates at last Renewal in Array Setup and Networking

Cannot Download Software Update after being shortchanged on Support Dates at last Renewal

Innovations — Tue, 31 Dec 2024 17:21:04 GMT

As above, we were notified that the official End of Life/End of Support date for our CS1000H was to be October 31st this year - as per the official HPe notification from back in September 2018 which was sent to us when last renewing our Support Contract at the end of last year:

As a result, when renewing our Support Contract this time last year, despite paying for the full 12 Months of Support, we were only given 9.5 Months of Support - to take us through to the EOL/EOS date of 31 October:

This obviosuly wasn't much of an issue/complaint at the time, as we were not expecting to need the support past October since this device wouldn't be getting any support/updates by HPE's own admission. So imagine my surprise when we login to the Nimble Array as part of our Maintenance checks over this Christmas period to find out that a Software Update has in fact been released for our device 19 days after the forced EOS Date - and well before the expiry date we *would* have had of 11th of January 2025 had we not been shortchanged on our last purchase!

Would appreciate any HPE/Nimble Support Engineers reaching out to let us know how we might obtain this software update that I and my Managment feel we should certainly be entitled to, given that it was not our choice to end our Support Contract on 31 October - it was your Sales/Orders Departments enforcement which short changed us...

Thanks and Regards,
James

Re: Cannot Download Software Update after being shortchanged on Support Dates at last Rene

buzzsubash — Tue, 31 Dec 2024 06:04:57 GMT

Hello,

The renewal quote our OPS team generate should be on pro-rata basis. Can you please check the quote once again to see if that is not the case?

Once you verify, could you please create a support case with the all docs including quote, PO etc ? Once I have the case, will check internally with OPS team.

Query: Cannot Download Software Update after being shortchanged on Support Dates at last Renewal

support_s — Fri, 03 Jan 2025 05:23:32 GMT

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Re: Cannot Download Software Update after being shortchanged on Support Dates at last Rene

Innovations — Fri, 03 Jan 2025 06:27:13 GMT

Hi Subash,

Apologies for the delay over the New Years' period mate I hope you had a good one...

Case has been created with Quote/Order Email chain attached to it for you now - Case# 07008433

Apprecaite you looking into this one for us mate - even if we can't get the Update straight up, we're happy to extend support to get access to it, but as I said, that wasn't previously offered as an option, since this device is supposedly EOS (and yet still getting updates...)

Cheers mate,
James

Re: Cannot Download Software Update after being shortchanged on Support Dates at last Rene

buzzsubash — Fri, 03 Jan 2025 06:36:24 GMT

Thanks, I have picked up the case. Will keep you posted