Page 1
HP Proactive Essentials Service: SW Unlimited or SW
Incident (PE) provides comprehensive software support
paired with proactive services dssgned to improve the
effectiveness of your IT assets. Through combining
proactive services for selected distributions of Windows
®
,
Linux
®
, HP-UX, MPE, OpenVMS, and Tru64 UNIX®;
storage and/or storage area networks (SANs) with
reactive technical assistance, PE may serve to increase
system performance, expedite problem resolution, and
decrease downtime due to software defects.
PE enables you to leverage HP best practices by providing
access to the global technical resources of HP. An
assigned account support manager will serve as your
primary proactive services contact within the HP support
organisation and can coordinate additional specialised
resources if necessary. Initially, your assigned account
support manager develops an understanding of your IT
infrastructure in order to assist you in identifying gaps in
supportability. Subsequently, your assigned account
support manager will review with you annually your
Account Support Plan to help maintain continued goal
alignment. In addition, HP is equipped with leadingedge remote technologies and tools to proactively
monitor operations, help reduce downtime, and resolve
problems faster.
Although problem avoidance through proactive measures
is the goal, PE includes comprehensive assistance in
case a software problem does occur. To resolve your
problems quickly, PE provides a standard-business-hours,
standard-business-days coverage window with 2-hour
remote response for software issues. You may optionally
upgrade your software support coverage window or
response time. You may also add hardware support with
a choice of repair commitments, coverage windows,
and response times.
For your Windows and Linux operating system software,
both unlimited and incident-based software support are
available. Incident-based software support enables you
to purchase a fixed number of calls (incidents) for use
during the one-year contract term. An incident is defined
as one problem submission. For HP-UX, MPE, OpenVMS,
Tru64 UNIX, and your storage and SAN devices,
unlimited software support is available if the device is
eligible for software support. PE with incident-based
software support is not available for HP-UX, MPE,
OpenVMS, Tru64 UNIX, storage, and SAN.
HP Proactive Essentials Service:
SW Unlimited or SW Incident
HP Customer Support Contractual Services
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Page 2
2
Service benefits Service feature highlights
Improve the effectiveness of your
IT assets:
• Leverage skills of an assigned
account support manager
• Improve availability with patch
and firmware management
Quickly solve software problems:
• Formalised processes and
problem diagnosis
• Quick access to global
technical resources
• Rapid response to software
problems
Customer support team
(see Table 1)
• Core features:
– Assigned account support
manager
– Solution centre resources
Proactive features
(see Table 2)
• Core features:
– Operational and technical
advice
– Account support plan
– Semi-annual support planning
and activity review
– Annual OS/OE patch analysis
and management
1
– Semi-annual storage firmware
and software analysis and
management
1
– Semi-annual SAN firmware
and software analysis and
management
1
– Annual system health check
1
– Configuration review
– HP electronic information
support
– Education planning assistance
• Optional features
– Additional OS/OE patch
analysis and management
– Additional advice and
assistance
– Additional hardware advice
and assistance
2
– Technical services
– Availability health check
– Availability checkup
– Education credits
– Comprehensive environmental
analysis
Reactive features
(see Table 3)
• Core features (software support
1
):
– 2-hour software remote
response support commitment
– License to use and copy
software product updates
– Software product and
documentation updates
• Optional features (hardware
support):
– Onsite response time
commitment options
– Call-to-repair time commitment
options (in lieu of onsite
response time options)
• Optional features (software
support):
– Software response commitment
upgrade to 30-minute
response for critical calls
– Additional named callers
• Coverage window options
(hardware and software)
Optional enhancements
(see Table 4)
Enabling technologies and tools
(see Table 5)
Optional HP technical services
(see Table 6)
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
In order to address your individual needs, this service is available for selected servers running selected distributions of Windows, Linux, HP-UX,
MPE, OpenVMS, and Tru64 UNIX operating environments as well as storage and SANs. Each of these services is delivered by a team of
specialists in that particular technology area and is managed overall by your assigned account support manager.
HP offers additional technical and educational services to complement your PE package, allowing you to add on to your PE services to better fit
your IT infrastructure requirements.
When you make PE a part of your computing environment, you work with HP to improve the effectiveness of your IT assets. HP supports your
organisation’s IT endeavors – so you can stay focused on your business and your profitability.
1
Delivery of these features within specific technology areas is dependent on purchase of the appropriate technology
service module(s) (Windows, Linux, HP-UX, MPE, OpenVMS, Tru64 UNIX, storage, SAN)
2
Requires optional HW support
Windows*
Linux*
HP-UX, MPE, OpenVMS,
and Tru64 UNIX
Storage
SAN
HP Proactive Essentials Service:
SW Unlimited
Yes
Yes
Yes
Yes (for eligible devices)
Yes (for eligible devices)
HP Proactive Essentials Service:
SW Incident
Yes
Yes
No
No
No
*Selected distributions
Page 3
3
Specifications
Table 1. Customer support team
Feature or service
Core features
Customer support team
Assigned account support manager
Solution centre resources
Delivery specifications
A customer support team works with the Customer’s organisation. The team – composed of trained, experienced, HP-certified IT specialists – works
with the Customer to address business and IT objectives.
The team includes:
• An assigned account support manager
• Solution centre resources
The Customer’s team is available at standard business days excluding HP holidays, during standard HP business hours. If requested, the team may
be available at other times, as mutually agreed upon and scheduled in advance. Support outside standard business hours is purchased separately
and is subject to local availability. Please check with a local HP office for details.
The assigned account support manager (ASM) is the Customer’s HP advocate and technical focal point for the ongoing HP PE support of the IT
environment. To help address Customer objectives, the account support manager works with the Customer to develop and routinely review a mutually
agreed-upon account support plan. The account support manager also coordinates additional HP resources when specific skills are needed.
For example, technology specialists may be used to deliver the various services (operating systems or technical services).
The account support manager also coordinates support services, conducts support reviews, and transfers knowledge of HP best practices.
Solution centre resources monitor calls placed to the HP solution centre identify potential problems, and handle calls in a timely manner. To help
minimise risks, the solution centre resources perform a detailed patch analysis and review it with the Customer. If a software class problem arises,
these resources contact and work with the Customer or account support manager to manage the implementation and correct the problem.
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 2. Proactive features
Feature or service
Operational and technical
advice (OS/OE)
Account support plan
Support planning and
activity review
OS/OE patch analysis and
management (single server)
Storage firmware and
software analysis and
management (single array)
Delivery specifications
The HP account support manager builds a working relationship with the Customer, helping to align IT goals with Customer resources and enhancing
the capabilities of the Customer’s IT infrastructure. In addition to the guidance and advice provided by the account support manager during ongoing
operations, HP can help minimise risk and possible business disruptions through change management assistance.
The account support plan is developed by the account support manager in collaboration with the Customer’s IT staff. It describes the services HP will
provide, defines roles and responsibilities, provides site-specific information, and reviews the Customer’s assets covered by PE. The plan is updated
semi-annually during the contract period.
The assigned account support manager conducts semi-annual support planning and activity review sessions. During the review, the Customer and
the assigned account support manager discuss the support activity, evaluate ongoing support activities, review agreed-upon metrics, and detail
changes in the Customer’s IT environment. This review also provides an opportunity to discuss trends, planned changes to the IT environment and
operations, and the impact these changes will have on the Customer’s support requirements. In addition, planned software updates to the
Customer’s environment will be discussed. These sessions are open communication forums.
For selected operating systems (OSs) on a single designated server, the solution centre resources monitor all patches as released. Annually, the resource
will perform a patch analysis to determine applicability within the Customer’s configuration and remotely review the results of the analysis with the
Customer. For selected Windows operating systems, HP delivers a written Windows service pack briefing on the designated server, addressing the
features of the latest Windows operating system and server application service packs. For HP-proprietary OSs, HP provides a bundle of patches for
Customer installation. If requested by the Customer, the resource will provide basic information and telephone assistance to enable the Customer to
install the patches.
The Customer is responsible for registering to use the ITRC in order to obtain software product information and download HP software patches.
Additional patch analyses may be ordered to increase the frequency of analysis.
For a single designated storage array, HP monitors all general revision updates and, on a semi-annual basis, provides recommendations
regarding installable firmware and software updates for the designated storage array. Basic support for the installation of these updates is
provided via telephone.
Page 4
4
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 2. Proactive features, continued
Feature or service
SAN firmware and
software analysis and
management (single switch)
System health check
(single server running Windows
or proprietary OS)
Configuration review
HP electronic information support
Education planning assistance
Optional features
Additional OS/OE patch analysis
and management
Additional advice and assistance
Additional hardware advice
and assistance
Technical services
Availability health check
Availability checkup
Education credits
Comprehensive environmental
analysis
Delivery specifications
For a single designated SAN switch, HP monitors all general revision updates and, on a semi-annual basis, provides recommendations regarding
installable firmware and software updates for the designated SAN switch. Basic support for the installation of these updates is provided via telephone.
Annually, HP uses diagnostic tools to assess the computing environment of one server (for selected devices and operating systems). A series of
diagnostic tests will be performed to compare the Customer's computing environment to accepted system management practices. HP then provides a
report that details the findings and highlights the conditions that require resolution or investigation. Additional reviews can be included optionally.
To assist with problem resolution, the Customer will provide inventory, configuration, and topology information, including hardware and software
configurations and firmware revision levels. The account support manager will review the configuration data with the Customer via teleconference
within 30 days of the start of the contract period to establish a configuration baseline, which will be used to develop configuration recommendations.
These recommendations will be discussed in conjunction with the semi-annual support planning and activity review meeting.
HP provides a comprehensive online resource for instant, customised knowledge, tools, and service. This one-stop IT site offers self-solve tools;
personalised, reliable assistance; new online training and forums; and instant access to the most comprehensive multivendor, multiplatform IT
content available. This site may be accessed on the Web at www.itrc.hp.com
The Customer can receive customised course recommendations designed to improve the IT staff’s technical and process knowledge. The Customer’s
account support manager can provide assistance in contacting the HP Customer Education Centre. The Customer can also get advice online by
visiting the interactive training planner at http://education.hp.com/training_planner.htm
If the Customer’s IT environment includes multiple versions of an operating system, additional OS/OE patch analysis and management should be
performed on each version. This option provides one occurrence of additional OS/OE patch analysis and management for one OS or OE.
Customers who require additional proactive help may purchase additional customer support team days to be performed by the account support
manager or solution centre resources. Topics addressed during these days may be either technical or operational. The Customer’s account support
manager will assist in determining these activities based on the Customer’s needs. Additional customer support team days are provided during
normal HP business hours unless after-hours assistance has been purchased.
If hardware support is optionally added, additional proactive, customised hardware assistance is available for purchase. Additional hardware
specialist days are provided during normal HP business hours unless after-hours assistance has been purchased.
HP technical services are an essential part of how HP helps Customers maintain their IT systems performance. HP technical services improve the
Customer’s ability to proactively manage IT configurations and operational practices in order to deliver the stability, performance, and security
required. On occasion, specific services may need to be purchased to meet specific objectives. The Customer’s account support manager can
assist in determining these activities based on the Customer’s needs. See Table 6 for more detailed information.
The availability health check provides the Customer with a summary of potential risks to the business’s computing environment. Through personalised
interviews between HP and appropriate members of the Customer’s IT and corporate staff, HP identifies strengths and weaknesses that affect information
technology service availability. This check provides recommendations for implementing industry-accepted IT service management practices as well as
HP proven best practices, focusing on the elements that directly impact system availability, performance, and reliability.
The availability checkup provides a high-level review of the Customer’s IT infrastructure versus availability requirements. HP evaluates areas including
technology, processes, people, and the physical environment. The results are summarised in a document that provides HP best practices and identifies
areas for improving availability levels and mitigating IT risk factors.
The Customer may purchase credits for education to allow staff members to expand and strengthen their technical and process knowledge.
The analysis provides a complete, detailed review of the physical environment of the Customer’s data centre in regards to temperature, humidity,
electromagnetic fields, electrical systems, radio frequency interference, and emergency systems. A comprehensive report identifies conditions that are
out of specification and recommends ways to reduce downtime due to physical and environmental factors. For an additional charge, HP can provide
guidance in planning and implementing the recommendations.
Page 5
5
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 3. Reactive features
Feature or service
Core features
Software support
2-hour software remote response
support commitment
Coverage window
Escalation management
License to use and copy software
product updates (selected software)
Software product and
documentation updates
(selected software)
Access to electronic support
information and services
Assistance on non-HP products
Optional features (eligible products only)
Hardware support
Onsite hardware support
Delivery specifications
Once a software problem is logged, an HP solution centre engineer will respond to the call within 2 hours. HP provides corrective support to resolve
identifiable and Customer-reproducible software product problems. HP also provides support to help the Customer identify problems that are difficult
to reproduce. The Customer receives assistance in troubleshooting problems and resolving configuration parameters.
Software technical support may be purchased per device, with unlimited calls, for Customers who require unlimited HP support centre access.
Incident-based software support (available for Windows and Linux only) is available for Customers who want coverage for a fixed number of
incidents for their OS/OE during the one-year contract term. For more information, please see “Ordering information.”
The basic coverage window for this service is during HP standard business hours, standard business days, excluding HP holidays. For additional
coverage windows, refer to Table 3, “Optional reactive features.”
Calls received outside this window will be logged the next day for which the Customer has a coverage window.
All coverage windows are subject to local availability. Check with the local office for detailed coverage hours.
HP has established formal escalation procedures to solve very complex software problems. Local HP management coordinates problem escalation,
rapidly enlisting the skills of key problem-solving specialists throughout HP and within selected third parties.
The Customer receives the license to use and copy the software product updates for all supported systems covered by the original software license.
The Customer can use and copy updates to HP or selected third-party software on each system covered by this service as described in Exhibit E16,
HP Terms and Conditions of Sale and Service, and in Exhibit SS5, HP Support Services.
As HP releases updates to the Customer’s HP software, the latest revisions of the software and reference manuals are made available to the
Customer’s system manager or designee. For selected third-party software, HP will provide software updates as such updates are made available
from the third party, or HP may provide instructions on how to obtain any software updates directly from the third party. For certain software
products, the Customer may be able to select from a choice of media types. An access code or license key, or instructions for obtaining an access
code or license key, will also be provided to the Customer when it is required to install or run the latest software revision.
As a part of this service, HP will provide access to software-related electronic and Web-based tools and services.
As a PE contract holder, the Customer has access to services available to all registered software support users, plus additional capabilities such as
conducting Web-based searches of technical support documents to facilitate problem solving; downloading HP software patches; submitting and
checking the status of support service requests; and accessing the passwords required to use HP proprietary diagnostic tools. If software patches and
updated information for HP-supported third-party products are made available to HP by the original software manufacturer, the Customer may also
have access to these as part of this service.
For some HP products, the Software Update Manager (SUM), an online service for software updates, is available at the Customer’s option. The SUM
allows the Customer to download software and documentation updates, order physical media, view order status and history, and receive software
update notifications via e-mail.
If, during the course of problem resolution on supported products, it is determined that the problem lies with another vendor’s product, HP will assist
the Customer in forwarding the problem to that vendor, provided that the Customer has a valid support agreement with the other vendor.
For technical issues that cannot be resolved remotely, an HP authorised representative will provide technical support on covered hardware products
to return them to operating condition. For certain servers and storage products, HP may, at its sole discretion, elect to replace such products in lieu
of repairing them. Replacement products are new or equivalent to new in performance. Replaced products become the property of HP.In addition,
HP may install available engineering hardware improvements to support proper operation of the hardware products and maintain compatibility with
HP-supplied hardware replacement parts. At its sole discretion, HP may install any firmware updates that, in the opinion of HP, are required to return
the covered hardware product to operational condition or to enable supportability of the covered hardware product. To purchase hardware support,
please contact your local sales representative at any of our worldwide sales offices.
Page 6
6
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 3. Reactive features, continued
Feature or service
Remote problem diagnosis and
support for hardware products
Materials
Work to completion
Escalation management
Access to electronic
support information and services
Electronic remote support
Defective material retention
Onsite response time
commitment options (hardware)
Delivery specifications
Once the Customer has placed a service request via a designated HP support telephone number, HP will work with the Customer during coverage
hours to isolate the hardware problem. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote
support tools (where available) to access covered hardware products, or HP may use other means available to facilitate remote problem resolution.
Regardless of the Customer’s coverage window, problems with covered hardware can be reported to the HP response centre via telephone or
electronically, as locally available, 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request and notify the local office
at the beginning of the next coverage day. HP retains the right to determine the final resolution of all reported problems. Onsite response times for
service requests submitted electronically or outside of the purchased coverage window may vary.
HP will provide all HP supported parts and materials necessary in HP’s opinion to maintain the covered hardware product in operating condition,
including parts and materials for available and recommended engineering improvements. Replacement parts are new or equivalent to new in
performance. Replaced parts become the property of HP.
Once an HP authorised representative arrives at the Customer’s site, the specialist will continue to deliver the service (either onsite or remotely,
at the discretion of HP) until the hardware products are operational or as long as reasonable progress is being made. Work may be temporarily
suspended if additional parts or resources are required, but will resume when they become available.
HP has established formal escalation procedures to solve very complex hardware problems. Local HP management coordinates problem escalation,
rapidly enlisting the skills of key problem-solving specialists throughout HP and within select third parties for multivendor hardware products.
As a part of this service, HP will provide access to hardware-related electronic and Web-based tools and services.
As a Proactive Essentials contract holder, the Customer has access to services available to all registered software support users, plus additional
capabilities such as conducting Web-based searches of technical support documents to facilitate problem-solving, downloading HP software patches,
submitting and checking the status of support service requests, and accessing the passwords required to use HP proprietary diagnostic tools.
If software patches and updated information for HP-supported third-party products are made available to HP by the original software manufacturer,
the Customer may also have access to these as part of this service.
For Customers who meet minimum requirements, Instant Support Enterprise Edition (ISEE) real-time remote hardware event management provides
diagnostic software for eligible products. For details on the minimum requirements, the Customer may contact the local HP sales office. This software
monitors hardware status and generates notification events when certain predetermined conditions are detected. Notification events are received
and forwarded to HP for review and possible support action. With the Customer's authorization and at the sole discretion of HP, remote network
access by an HP support engineer may be used for troubleshooting and faster problem resolution.
There may be cases in which the Customer does not want to relinquish a defective disk drive due to sensitive data contained within the disk.
The defective material retention option, available for eligible products, waives the right of HP to maintain possession of a failed disk drive component
on which sensitive data is stored.
4-hour onsite response is default when purchasing HP onsite hardware support with an onsite response time commitment.Onsite response time
specifies the period of time that begins when the initial service request is received and logged with HP and ends when the HP authorised
representative arrives at the Customer’s site, if this time falls within the specified coverage window.
Response time is measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.
For the full range of available response times, see the options listed below.
All response times are subject to local availability. Contact a local HP sales office for detailed information on availability.
Not all service-level options are available for all products.
• 2-hour onsite response – An HP authorised representative will arrive at the Customer’s site to begin hardware maintenance service within 2 hours
after the service request has been logged, if this time falls within the contracted coverage window.
• 4-hour onsite response – An HP authorised representative will arrive at the Customer’s site to begin hardware maintenance service within 4 hours
after the service request has been logged, if this time falls within the contracted coverage window.
• Next-day onsite response – An HP authorised representative will arrive at the Customer’s site to begin hardware maintenance service the next day
after the service request has been logged and for which there is a contracted coverage window.
• Availability response – For critical problems that affect business or degrade performance, as reasonably determined by HP, an HP authorised
representative will arrive at the Customer's site to begin hardware maintenance service within 4 hours after the service request has been logged,
if this time falls within the contracted coverage window. For non-critical problems, HP will respond by the next business day, excluding weekends
and HP holidays, regardless of the selected coverage window.
Page 7
7
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 3. Reactive features, continued
Feature or service
Response time
commitment (hardware)
Call-to-repair time commitment
(in lieu of onsite response time
commitment) (hardware)
emote support
Delivery specifications
Response times and Call to Repair times are dependant on the location of your site in relation to an HP support office. To check service availability,
please contact your HP Services representative.
A 6-hour call-to-repair time commitment may be selected for eligible products in lieu of an onsite response time.
For critical problems with covered hardware that cannot be quickly resolved remotely, HP will use commercially reasonable efforts to return the
covered hardware to operating condition within a specified time period after the initial service request to the HP response centre. Call-to-repair time
refers to the period of time that begins when the initial service request is logged at the HP response centre and ends with HP's determination that the
hardware is repaired. Call-to-repair times are measured during the coverage window only and may be carried over to the next day for which there
exists a coverage window.
Call-to-repair time options available for eligible products are specified below. All call-to-repair times are subject to local availability. Contact a local
HP sales office for detailed information on availability.
Repair is considered complete upon HP verification that the hardware malfunction has been corrected or, for eligible storage products, access to
Customer data has been restored. Verification by HP may be accomplished by the completion of a power-on self-test, standalone diagnostic, or
visual verification of proper operation. At its sole discretion, HP will determine the level of testing necessary to verify that the hardware is repaired.
At its sole discretion, HP may temporarily or permanently replace the product in order to meet the repair time commitment. Replacement products are
new or equivalent to new in performance. Replaced products become the property of HP. It will take 30 days from the time this service is purchased
to set up and perform necessary audits and processes before the hardware call-to-repair commitment is in effect. During this initial 30-day period
and up to 5 additional business days after the audit is completed, HP will be on Customer site to begin services within 4 hours of Customer's service
request to the HP response centre.
• Enhanced parts inventory management (included with call-to-repair time commitment)-to support HP call-to-repair time commitments, an inventory
of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an HP office. These parts are managed to allow
for continuous availability and are always accessible to customer support engineers responding to a support request.
• Upfront audit (included with call-to-repair commitment)-HP, at its sole discretion, may require an audit on the covered equipment. If such an audit
is required, an HP authorised representative will contact the Customer, and the Customer will agree to arrange for an audit to be performed within
the initial 30-day timeframe. During the audit, key system configuration information is collected and an inventory of the covered equipment is
performed. The information gathered in the audit allows an HP resolution engineer to quickly survey and troubleshoot possible future hardware
problems and expedite repairs. At the sole discretion of HP, the audit may be performed onsite, via remote system access, via remote audit tools,
or over the phone. If an audit is required by HP, the hardware call-to-repair time commitment will not take effect until 5 business days after the
audit has been completed. In addition, HP reserves the right to downgrade service to a response time commitment or cancel the service contract
if critical audit suggestions are not followed or the audit is not performed within the specified timeframe.
Page 8
8
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 3. Reactive features, continued
Feature or service
Software support
Software response commitment
upgrade to 30-minute response
for critical calls
Additional named callers
Coverage window options
(hardware and software)
Delivery specifications
This upgrade provides 30-minute callback for critical software service requests. This coverage is available for all selected coverage windows.
Support for three named callers is included. Support can optionally be purchased for additional callers (for unlimited software support only).
• Standard business hours, standard business days (9 x 5) Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time,
Monday through Friday excluding HP holidays.
• Standard business hours, 7 days per week (9 x 7) Service is available 9 hours per day, Monday through Sunday including HP holidays.
• Extended business hours, standard business days (13 x 5) Service is available 13 hours per day between 8:00 a.m. and 9:00 p.m. local time,
Monday through Friday excluding HP holidays.
• Extended business hours, 7 days per week (13 x 7) Service is available 13 hours per day, Monday through Sunday including HP holidays.
• 16 hours, standard business days (16 x 5) Service is available 16 hours per day between 8:00 a.m. and 12:00 a.m. local time, Monday through
Friday excluding HP holidays.
• 16 hours, 7 days per week (16 x 7) Service is available 16 hours per day, Monday through Sunday including HP holidays.
• 24 hours, standard business days (24 x 5) Service is available 24 hours per day, Monday through Friday excluding HP holidays.
• 24 hours, 7 days per week (24 x 7) Service is available 24 hours per day, Monday through Sunday including HP holidays.
Page 9
9
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 4. Optional enhancements
Feature or service
Microsoft technical services
Other optional, technology-specific
enhancements
Delivery specifications
Microsoft Technical Services (MTS) are based on the Microsoft Authorised Premier Support program. The HP Mission Critical Services portfolio can
be complemented with the MTS, providing Microsoft deliverables designed by HP and Microsoft on the basis of the Gold Partnership for Support
Services. MTS benefits customers who want to work with a single service provider that can support a broad range of needs, without sacrificing a
direct link to Microsoft in case this is needed. Microsoft Technical Services, available in select countries, are provided by HP in cooperation with
Microsoft and may include deliverables such as, Microsoft technical account management, TechNet and Premier Online access and joint planning,
resolution and escalation management.
Optional technology-specific proactive support for products such as SAP or HP OpenView are not available for PE. Contact a local HP sales office
for detailed information about the HP Proactive 24 or HP Critical Service packages.
Specifications
Table 5. Enabling technologies and tools
Delivery specifications
To support PE customers, HP uses a suite of technologies and tools that simplify the management of diverse IT environments. These tools provide a
single remote support solution for multiple operating systems and technologies, to assist the Customer in reducing support costs and complexity.
The primary tool within the remote technology suite is HP’s Instant Support Enterprise Edition (ISEE). ISEE provides a wide range of proactive capabilities,
including automatic collection of configuration and topology data and collection of supported Customer assets to help Customers manage their IT
inventory. ISEE also offers continuous event monitoring and automated notification of potential problems when hardware support is optionally added.
Taken together, these capabilities help Customers maximise system uptime, turn unscheduled events into scheduled maintenance, and receive faster
problem resolution when problems do occur.
ISEE also assists HP’s high-availability support engineers in faster problem resolution. This is accomplished using ISEE’s remote troubleshooting
and diagnostic tools, as well as the tool’s capabilities to provide specific details of the Customer’s configuration, identify configuration changes,
and systematically analyse the Customer’s configurations for irregularities.
Recognising that any remote support solution must provide complete security for the Customer’s IT environment, ISEE employs rigorous security tools
and processes. HP's security architecture provides both data integrity and transaction security through a multi-level, layered structure. This includes
encryption, authentication, industry-standard security protocols, and HP best practices integrated at the physical, network, application, and operational
levels. HP support engineers access the Customer's monitored systems in a secure and safe manner through a single secure HP access point.
Page 10
10
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 6. Optional HP technical services
Service focus
IT service management
Availability
Performance
Security
Technology & infrastructure
Description
HP technical services are an essential part of how HP helps Customers maintain their IT infrastructure performance. Solutions can be customised
through the choice of technical service topics that better fit the needs of the Customer's IT infrastructure. Available service topics include performance
and capacity management, release coordination, security strategy development, configuration management, and new technology deployment.
HP technical services improve the Customer's ability to proactively manage configurations and operational practices in order to deliver required
levels of stability, performance, availability, and security. HP technical services complement the capabilities of the Customer's IT staff and offer
flexible, cost-effective solutions.
Technical services may be added as options to the Customer's contract as needed. The account support manager can help determine how these
services can be tailored to address the Customer's needs. A representative sample of services is noted under each category. Consult an HP
representative for a list of services available in your country. This list is provided for informational purposes only.
HP technical services allow Customers to maximise the value of their IT investment by leveraging the collective expertise of HP. Helping to meet their
Service Level Agreements by improving Service Management processes. The Customer's IT staff can stay focused on core responsibilities and critical
tasks while HP helps proactively manage their IT infrastructure. The result will be smooth, continuous, effective management and minimised risk of
business interruption.
• HP Service Provider Certification
• HP-SAP Joint Solution Assessment
• HP Project/Change Management
Achieving the desired high availability from the Customer's computing environment requires that the right combination of technology, people and
processes, and support partnerships are in place. HP has technical services that help the Customer assess the availability of the IT environment and
provide assistance with deploying the necessary technologies.
• Availability checkup
• Availability health check
• High-availability storage assessment
• MC/Serviceguard implementation
HP has technical services that help Customers identify whether or not their IT infrastructure has the capacity and performance to meet their business's
changing requirements. By understanding complex performance and utilisation data and identifying bottlenecks, Customers can compare objectives
to current demands and be confident in their capacity management decisions.
• Performance resource utilisation health check
• Cluster consistency service
• Performance analysis for the XP disk array
• Network performance health check
Unauthorised access to corporate information and services can expose the Customer's business to both financial and public image losses.
HP technical services can help the Customer identify and implement sound security policies and practices. HP can provide an in-depth analysis
of the Customer's current security posture and how it compares to industry standards.
• Internet security assessment
• Security review
• Security workshop
• Security penetration test
A well-planned and managed infrastructure is the foundation of the IT environment. HP technical services can help the Customer develop and
implement the technology that is designed for reliability, maintainability, and security. HP can help the Customer select, design, implement and
manage the infrastructure that will support current IT objectives and accommodate future business growth.
• OS Upgrade Planning
• Back Up and Recovery solutions implementation
• Cluster Configuration
• Data Centre Thermal Analysis
• Data centre layout and installation
• Data centre relocation
• Site environmental assessment
Page 11
11
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Service limitations
Services provided within the scope of one support
contract are restricted to the IT environment under the
direct day-to-day management of one IT manager.
Unless otherwise specified or arranged, proactive and
consultative services are performed during normal HP
business hours.
For the OS/OE modules Windows, Linux, HP-UX, MPE,
OpenVMS, and Tru64 UNIX, delivery of specific features
is dependent on prior purchase of the appropriate
technology service module(s) for each unique OS/OE
and the purchase of software support and updates, as
available. For the storage and SAN modules, delivery of
these features is dependent on purchase of the appropriate
technology service module(s) for each specified storage
or SAN device and the purchase of software support
and updates, as available.
This service is available for selected distributions of
Windows, Linux, HP-UX, MPE, OpenVMS, and Tru64
UNIX storage devices, storage arrays, and storage area
networks only. Check with an HP sales office for specific
local availability.
Storage and SAN devices eligible for this service are not
limited to those attached to Windows, Linux, HP-UX, MPE,
OpenVMS, and Tru64 UNIX systems, but may also
include those attached to Sun Solaris, IBM AIX, and
other systems as supported by each specific storage
product.
Availability of service features and service levels may
vary according to local resources and may be restricted
to eligible products and geographic locations.
Software support
• Software technical support service must be purchased
for each system and/or device in the Customer’s
environment that will require the same level of support,
unless the Customer is purchasing incident-based
support. See “Ordering information” for more details
on incident-based software support.
• Software reactive support applies only to selected
distributions of Windows, Linux, HP-UX, MPE,
OpenVMS, and Tru64 UNIX operating systems
and applications and to storage or SAN products
that are eligible for both hardware maintenance
and software support.
• Availability of service features and service levels
may vary according to local resources and may
be restricted to eligible products and geographic
locations.
• Software updates are not required for all storage
and SAN devices. Please consult with your HP sales
representative for specific device information.
• Software updates are not available for all software
products. Upon request HP will provide the Customer
with a list of software and hardware products that do
not require the purchase of software update service.
Page 12
For hardware support response time,
when optionally added
At the discretion of HP, service will be provided using a
combination of remote diagnosis and support, services
delivered onsite, and other service delivery methods.
Other service delivery methods may include the delivery,
via a courier, of Customer-replaceable parts or an entire
replacement unit. HP will determine the appropriate
delivery method required to provide effective and timely
Customer support and meet any call-to-repair time
commitment, if applicable. In the event that only a
Customer-replaceable part is required to return the
system to operating condition, the call-to-repair time
commitment shall not apply. An onsite response time
commitment will not apply if the service can be delivered
via the use of remote diagnosis, remote support, or other
service delivery methods described above.
The coverage window will be at the same level as the
software support coverage window.
Services such as, but not limited to, the following are
excluded:
• Recovery of the operating system, other software,
and data
• Operational testing of applications, or additional tests
requested or required by the Customer
• Troubleshooting for interconnectivity or compatibility
problems
• Support for network-related problems
• Services required due to failure of the Customer
to incorporate any system fix, repair, patch, or
modification provided to the Customer by HP
• Services required due to failure of the Customer
to take avoidance action previously advised by HP
• Work to completion does not apply to next business
day, second, third, fifth or scheduled response
coverage windows. Desktop and consumer products
are not eligible for work to completion.
For fully redundant storage technologies (e.g., the XP
storage array), the committed response time applies to
critical issues, as reasonably determined by HP, that
affect business or degrade performance. Response times
for non-critical service requests may vary.
For hardware support call-to-repair,
when optionally added
The following are excluded from the call-to-repair time
commitment (if applicable):
• Time for disk mechanism rebuild
or sparing procedures
• Situations where a logical unit number (LUN) may be
blocked to preserve data integrity
• Any restoration or recovery of compromised data
• Any period of non-availability not directly caused by
the hardware fault
HP reserves the right to modify its call-to-repair time
commitment as it applies to the Customer’s specific
product configuration, location, and environment.
This is established at time of order and subject to
resource availability.
A call-to-repair time commitment does not apply
when the Customer chooses to have HP prolong root
cause analysis rather than execute recommended
server recovery procedures.
Work to completion does not apply to next business
day, second, third, fifth or scheduled response coverage
windows.
Desktop and consumer products are not eligible for
work to completion.
12
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Page 13
13
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Service prerequisites
For hardware support response time or call-to-repair,
when optionally added
For onsite response time commitments of less than
4 hours and call-to-repair time commitments, an upfront
audit may be required by HP, as described in Table 3.
The hardware response time or call-to-repair time
commitment will not take effect until 5 business days
after the audit has been completed. Until such time,
service will be delivered at a 4-hour onsite response
time service level for the covered hardware.
For the inventory audit, the Customer will notify HP of
any configuration changes. The audit will be updated
periodically throughout the contract period. The audit
will be reviewed with the Customer during the support
planning and activity review meetings.
The call-to-repair reactive commitments require that all
applicable devices covered by the service agreement
must receive required OS/OE patch analysis and
management, unless they are replicated versions of
devices covered by this agreement that already receive
the required patch analysis and management.
Customer responsibilities
The Customer will:
• Allow HP full and unrestricted access to all locations
where the service is to be delivered
• Assign a designated person from the Customer’s staff
who, on behalf of the Customer, will grant all approvals,
provide information, and otherwise be available to
assist HP in facilitating the delivery of this service
• Be responsible for all data backup and restore
operations
Software support
• When the Customer is notified via hardcopy or e-mail
that a new version of software is available, it is the
Customer's responsibility to reply to the notification in
order to receive the new software update.
• The Customer is responsible for registering to use HP’s
electronic facility in order to obtain software product
information and download HP software patches.
• The Customer must retain and provide to HP upon
request all original software licenses, upgrade license
agreements, and license keys.
• The Customer must have rightfully acquired appropriate
licenses to use all software products in accordance
with current HP software licensing terms corresponding
to the Customer’s prerequisite underlying software
license; or in accordance with the current licensing
terms of the third-party software vendor, as applicable.
Page 14
14
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
For hardware support, when optionally added
At the discretion of HP, service levels with onsite response
time of 4 hours or less may require installation of remote
connectivity tools and equipment. If remote support is
available and required on the covered equipment, the
Customer must provide and allow HP remote access to
receive 4-hour onsite response time.
The Customer is responsible for installing, in a timely
manner, critical Customer-installable firmware updates,
as well as Customer-replaceable parts and replacement
units delivered to the Customer.
The Customer will be required, upon HP request, to
support HP in resolving the problem remotely by:
• Providing all information necessary for HP to deliver
timely and professional remote support and to enable
HP to determine the level of support eligibility
• Starting self tests and installing and running other
diagnostic tools and programs
• Installing Customer-installable firmware updates
and patches
• Performing other reasonable activities to help HP
identify or resolve the problem
For hardware support call-to-repair,
when optionally added
• At the sole discretion of HP, the call-to-repair time
commitment may require remote console connectivity
and is subject to the Customer providing immediate
and unrestricted access to the system as requested by
HP. The call-to-repair time commitment does not apply
when system access, including physical, remote
troubleshooting, and hardware diagnostic assessments,
is delayed or denied. If the Customer requests scheduled
service, the call-to-repair time period begins from the
agreed-upon scheduled time.
Page 15
15
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Call submission
Problems with covered HP hardware, HP software, or
HP software updates can be reported to the HP solution
centre via telephone, Internet, e-mail, or fax, where
locally available. HP will acknowledge receipt of the
service request but retains the right to determine the final
resolution of all reported problems. Based on Customer
preferences, responses may be delivered via telephone,
Internet, e-mail, or fax, where locally available. Onsite
response times for hardware service requests submitted
electronically may vary.
Ordering information
HP Proactive Essentials Service Unlimited: HA326AC
HP Proactive Essentials Service Incident: HA327AC
Proactive Essentials Service: SW Unlimited or Incident
can be purchased with unlimited-call or incident-based
software support:
• Unlimited-call software support is designed for the
Customer who prefers a fixed support budget with
the ability to engage HP for software issues without
exhausting the supply of purchased support incidents
before the end of the contract term. Customers with
unlimited service can make an unlimited number of
support calls during the contract term.
• Incident-based software support (available for Windows
and Linux products only) enables the Customer to
purchase a fixed number of calls (incidents) for use
during the one-year contract term. An incident, defined
as one problem submission, is considered used upon
successful resolution, as deemed by HP, of a specific
support problem regardless of the number of calls
needed to resolve the problem. Unused incidents
will expire at the end of the term. There is a minimum
of 10 incidents that must be purchased with PE:
SW Incident service.
One incident/service request is defined as the number
of calls it takes to meet the following closure definition.
An incident is defined as closed when one or more of
the following criteria have been met:
– The Customer has received the information available
to HP regarding the resolution of a problem
– The Customer has received information on how to
obtain a patch(es) that will resolve a problem
– The Customer has received notice that a software
problem is caused by a known, unresolved bug in
the software
– The Customer has received notice that a problem
has been identified as a hardware problem
– The Customer has received notice that the problem
has been corrected in a subsequent release of the
product
– HP has provided their best effort to provide information
Coverage windows must be contiguous and must include
standard business hours and standard business days.
If coverage is extended to include additional coverage
hours or days, the same coverage hours must be selected
for all covered days.
Page 16
© 2003, 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change
without notice. The only warranties for HP products and services are set forth in the express warranty statements
accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
HP shall not be liable for technical or editorial errors or omissions contained herein. Linux is a U.S. registered trademark
of Linus Torvalds. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. UNIX is a registered
trademark of The Open Group. The support services described herein are governed by the HP´s Customer Services
Agreement and appropriate Exhibits.
5982-4165EEGB. July 2004
To learn more, visit www.hp.com
For hardware support call-to-repair, if optionally added
Call-to-repair time commitments are selected in lieu of onsite response time commitments. The Customer cannot
select both an onsite response time commitment and a call-to-repair time commitment for the same product.
Enhanced parts inventory management and upfront audit are included with the call-to-repair time commitment
and may not be ordered separately.
For more information
For more information on HP Proactive Essentials Service: SW Unlimited or other HP Customer Support Services,
contact any of our worldwide sales offices or visit our Web site, and select local country, at www.hp.com
Loading...