HPE 733739-421 Product Data Sheet
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.
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
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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.
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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.
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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.
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