HPE BV919B, QW952B, B7E19A, F3J70A, AG637B Getting Started Guide

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HPE Proactive 24 Service

Support Services

Data sheet

HPE Proactive 24 Service is an integrated hardware and software support solution that combines technical assistance with proactive account services to cover your IT infrastructure and to help you improve the stability, availability, and operational effectiveness of your IT environment.

HPE Proactive 24 Service enables you to leverage Hewlett Packard Enterprise best practices through access to highly trained IT professionals. An assigned Account Support Manager (ASM) will serve as your primary proactive services contact within the HPE support organization and will coordinate additional specialized resources, where appropriate. As first steps, your ASM forms a close working relationship with designated members of your IT management staff and develops a clear understanding of your IT infrastructure* and your IT goals, as well as your business objectives. This information is used to design an account support plan, which is intended to assist you with the overall support of your IT infrastructure*, identify any potential gaps in supportability, and capture the progress towards meeting your business and IT objectives. Subsequently, your assigned ASM will meet with the designated members of your IT management staff semi-annually to review the performance and make the necessary adjustments.

Although problem avoidance through proactive measures is the goal, HPE Proactive 24 also includes comprehensive assistance in case a hardware or software incident does occur. In addition, the Hewlett Packard Enterprise team of specialists is equipped with leading-edge remote technologies and tools to proactively monitor specific operations, as needed, to help you reduce downtime and resolve IT problems faster.

of your diverse IT infrastructure*, HPE Proactive 24 is both modular and scalable. The main component of HPE Proactive 24 is an environment services module that contains a robust set of proactive features designed to meet the needs of your overall IT infrastructure*. In addition, HPE Proactive 24 includes various technology services modules designed to meet the specific proactive needs of the servers, storage devices, SANs, networks, operating systems, and hypervisors that are in your IT infrastructure*. Each technology services module can be purchased, as applicable, for the first device of each technology type. The features contained in the various technology services modules are delivered by specialists in the appropriate technology areas.

If you require proactive attention for any additional device in your IT infrastructure*, HPE Proactive 24 provides technology-specific services extension modules that are intended for each additional server, storage device, SAN, network, operating system, and hypervisor type. These modules may be purchased as needed.

Optional proactive services focused on SAP, ITSM improvements, Hewlett Packard Enterprise Education, or HPE Proactive Select services (addressing areas such as virtualization, storage data management, infrastructure optimization, assessments, security, performance analysis, and firmware management) can also be purchased to complement your HPE Proactive 24 Service. These additional optional services allow you to further customize HPE Proactive 24 to fit your business and IT requirements.

*IT infrastructure or environment as specified by you to be within the scope of HPE Proactive 24

Hewlett Packard Enterprise recognizes that your IT infrastructure* includes a variety of different technologies such as servers, storage devices, SANs, networks, and operating systems. To address the needs

This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett Packard Enterprise.

Data sheet

Service benefits

HPE Proactive 24 helps you improve your IT environment's effectiveness with:

An assigned ASM focused on operational and technical improvement

• specific to your environment*

Shared Hewlett Packard Enterprise best practices

•

Proactive services across your IT infrastructure*

•

HPE Proactive 24 helps you solve complex problems quickly by using:

Integrated processes and problem diagnosis for your IT

• infrastructure*

A single point of support

•

Rapid response to software and hardware incidents

•

*IT infrastructure or environment as specified by you to be within the scope of HPE Proactive 24

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Service feature highlights

Table 1. Hewlett Packard Enterprise account team

Core features

– Assigned ASM

Data sheet

Service feature highlights continued

Table 2. Proactive features

Core features Optional features

• Environment services module core deliverables:

– Operational and technical advice

– Account support plan

– Support planning and review

– Support activity review

– Site environmental survey

– HPE IT Resource Center

– HPE Education planning assistance

• Server services module core deliverables:

– Operating system patch analysis and

management

– System Health Check*

– HPE TS Support Credits

*Note: System Health Check may not be available for some versions of operating systems. In those instances, Account Team time or additional Service Credits will be offered. For further information please work with your Account Support Manager.

• Storage services module core deliverables:

– Storage firmware and software

analysis and management

– Storage high availability evaluation

– Storage array preventive

maintenance

• SAN services module core deliverables:

– SAN firmware and software analysis

and management

– SAN supportability assessment

• Network services module core deliverables:

– Network firmware and software

analysis and management

– Network critical incident notification

– Network asset report

• Additional operating system patch analysis and management

• Additional advice and assistance

• Additional hardware advice and assistance

• Additional HPE TS Support Credits

• HPE Education credits

• Technology-specific services extensions:

– Proactive server services extension

– Proactive operating system services

extension

– Proactive storage services extension

– Proactive SAN services extension

– Proactive network services extension

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Data sheet

Service feature highlights continued

Table 3. Reactive features

Core features (available with HPE Proactive 24 service and HPE Proactive 24 Contractual service)

• Default service coverage window (24x7)

• Flexible call submittal

• Escalation management

• Remote hardware and software incident diagnosis and support

• HPE electronic remote support solution

• Assistance on non-HPE products

• Access to electronic support information and services

• Default hardware reactive support features:

– Onsite hardware support

– Default hardware support onsite

response time, 4-hour, 24x7

– Parts and material

– Work to completion

Additional core feature available for HPE Proactive 24 with Defective Media Retention services

• Hardware reactive support feature:

– Defective media retention

– Comprehensive defective material

retention

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Optional features (available with HPE Proactive 24 Contractual service ONLY)

• Optional hardware reactive support features:

– Hardware response upgrade to

2-hour onsite response

– Hardware call-to-repair time

commitment

– Upfront audit (for call-to-repair

option only)

– Enhanced parts inventory

management (for call-to-repair option only)

– Defective media retention

– Comprehensive defective material

retention

• Optional software reactive support features:

– Software response upgrade to

30-minute remote response for critical incidents

– Additional named callers

– Software and documentation

updates options

– Prior/Mature version support

Table 4. Service-level options (available with HPE Proactive 24 Contractual service only)

Coverage window Hardware reactive support options

• Default coverage window:

– 24 hours, seven days a week (24x7)

• Coverage window options:

– Standard business hours, standard

business days (9x5)

– 13 hours, standard business days

(13x5)

– 16 hours, standard business days

(16x5)

– 24 hours, standard business days

(24x5)

– Coverage extension for additional

hours

– Coverage extensions for additional

days

• Onsite response time for hardware support

• Onsite response time for hardware support options:

– 4-hour onsite response (default)

– 2-hour onsite response

• Hardware call-to-repair time commitment

• Call-to-repair time commitment options:

– 4-hour call-to-repair time

– 6-hour call-to-repair time

– 8-hour call-to-repair time

Data sheet

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Service feature highlights continued

Table 5. Optional enhancements (available with both HPE Proactive 24 Support Services and HPE Proactive 24 Contractual service,

– Enhancement for SAP

– HPE fundamental ITSM

improvement service

– Open SAN environment support

(available with HPE Proactive 24 Contractual services only)

– Open network environment support

(available with HPE Proactive 24 Contractual services only)

Table 1. Hewlett Packard Enterprise account team

Feature or service Delivery specifications

Core features

Assigned ASM Hewlett Packard Enterprise assigns an ASM to the Customer's organization. The ASM is the Customer's technical focal point for the ongoing support of

the IT environment. The ASM, together with trained IT experts, form the Hewlett Packard Enterprise account team. The ASM acts as the lead for this HPE team and works with the Customer to develop, and routinely review, a mutually agreed-upon account support plan designed to help meet the Customer's IT objectives. Additional activities are:

Operational and technical advice and sharing of HPE best practices

• Coordination of proactive activities

• Coordination of additional HPE resources when specific skills are needed (such as storage or network specialists)

• Conducting support planning and reviews

• Conducting support activity reviews

• Monitoring issues, patches, and advisories that could impact Customer's environment

• Operating system patch analysis and management

• Firmware analysis and recommendation (for storage and SAN devices)

• Trend and service activity reporting

• Recommendation of preventive activities

•

The required deliverables will be provided either remotely or onsite, at the discretion of HPE. The account team is available Monday through Friday excluding HPE holidays, during standard HPE 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 Hewlett Packard Enterprise office for details.)

Data sheet

Table 2. Proactive features

Feature or service Delivery specifications

Core features

General description of core proactive features

HPE Proactive 24 contains a set of proactive services for the mission-critical IT infrastructure. This service is both modular and scalable. The main component of HPE Proactive 24 is an environment module that addresses the proactive needs of the Customer's overall mission-critical IT infrastructure (as specified by the Customer).

HPE Proactive 24 also contains various technology-specific modules that are designed to meet the unique proactive needs of the servers, storage devices, storage area networks (SANs), networks, and operating systems.

While purchase of the HPE Proactive 24 environment module is mandatory, each technology-specific module is purchased as requested by the Customer and applicable to the Customer’s specified mission-critical IT infrastructure.

Throughout the following sections within Table 2, each subtitle is followed by a proactive module title in parentheses—for example, Operational and technical advice (environment). This is to facilitate the understanding of the list of activities that are performed within each HPE Proactive 24 proactive module.

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Environment services module core deliverables

Operational and technical advice (environment)

Account support plan (environment)

Support planning and review (environment)

Support activity review (environment)

Hewlett Packard Enterprise will perform the following environment services module core deliverables as part of HPE Proactive 24.

The ASM builds a strong working relationship with designated members of the Customer's IT management staff and helps to align the Customer's IT goals with the Customer's resources while enhancing the capabilities of the Customer's IT infrastructure. In addition to the guidance and advice provided by the ASM during ongoing operations, Hewlett Packard Enterprise can help minimize risk and potential business disruptions through change management assistance.

The account support plan is developed by the ASM after meeting with designated members of the Customer's IT management staff. It is aligned with the Customer's business goals, IT goals, and critical success factors to help improve the operation of the Customer's IT environment. The plan details the services Hewlett Packard Enterprise will provide by documenting the Customer's environment and describing the in-depth plan to assist the Customer in meeting internal service-level agreements. Key objectives of the account support plan are to help the Customer mitigate risk and drive continual improvement. The plan is updated semi-annually during the contract period to reflect any changes in the Customer's IT goals and business objectives and to help ensure service alignment.

At the beginning of the HPE Proactive 24 Service support period, Hewlett Packard Enterprise will record technical configuration information specific to the covered environment, including host hardware and operating system information, storage logical unit number (LUN) maps, and SAN and IP network topologies, as applicable. This information supports the Customer's daily operations, assists in future planning efforts, and serves to accelerate fault isolation. The technical configuration information is refreshed semi-annually and documented in the account support plan as well as posted on the Hewlett Packard Enterprise Support Center Document Repository, https://hpedocrepository.imanageshare.com for the Customer's referral.

The ASM conducts semi-annual onsite support planning and review sessions. During these reviews, the Customer and the ASM review the support provided by Hewlett Packard Enterprise over the previous period, including key topics arising from the support activity report and the outcome of HPE Proactive 24 activities. These reviews also provide an opportunity to discuss trends, any planned changes to the Customer's IT environment and business, and the impact these changes will have on the Customer's support requirements. Any additional support requirements can be identified and discussed.

These reviews provide an open communication forum to help the Customer share their business and IT goals and help align HPE Proactive 24 with the Customer’s needs on an ongoing basis. During these reviews, the ASM may share HPE best practices and provide IT operational and technical advice related to the Customer’s current and future operational needs and projects.

Hewlett Packard Enterprise provides the Customer with a quarterly support-activity report that documents reactive support-call information during that specific period. The report highlights potential risk factors and includes appropriate recommendations.

Site environmental survey (environment)

HPE IT Resource Center (environment)

Hewlett Packard Enterprise products are designed to operate within specific power, temperature, airborne contaminant, and humidity ranges. While the Customer is fully responsible for ensuring that the IT environment meets these specifications, HPE periodically (typically together with other scheduled onsite activities) monitors environmental conditions at the Customer site and advises the Customer of any modifications recommended on the basis of such reviews.

Hewlett Packard Enterprise provides a comprehensive online resource for instant, customized knowledge, tools, and service. This one-stop IT site offers self-solve tools; personalized, reliable assistance; new online training and forums; and instant access to the most comprehensive multivendor, multiplatform IT content available.

Data sheet

Table 2. Proactive features continued

Feature or service Delivery specifications

Core features

HPE Education planning assistance (environment)

As part of the operational and technical advice activity noted above, the Customer may request a review of training and development that would help improve the IT staff's technical and process knowledge. If requested, the ASM conducts a brief meeting with the Customer to identify the Customer's specific training needs, and drafts a training plan. The ASM can also provide assistance in contacting the HPE Customer Education Center. The Customer may access training curricula and detailed course descriptions at the HPE Education Services website at www.hpe.com/ww/learn.

As a separate optional activity, the HPE Education Services team can help develop customized courses or end-to-end learning solutions, which are tailored to the Customer’s specific training requirements.

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Server services module core deliverables

Operating system patch analysis and management (server)

System Health Check** (server)

Hewlett Packard Enterprise will perform the following server services module core deliverables when the Proactive Server Services module is purchased. The server services module covers the first server and one operating system instance on that server.

Patch analysis and management is provided for one operating system or hypervisor installed on a single server or a single partition.

Semi-annually, Hewlett Packard Enterprise will review with the Customer all the patches released since the previous patch analysis and make recommendations applicable to the environment covered under the support contract. HPE will also make recommendations to assist with change management considerations.

For HP-UX and NonStop proprietary operating systems, HPE provides a customized bundle and report of the recommended patches for Customer

• installation.

For Tru64 UNIX® and OpenVMS operating systems, HPE provides a customized report of the recommended patches for Customer installation.

• For HPE proprietary operating systems, HPE will provide the latest Power Patch Bundle of the recommended patches for Customer installation.

• For Microsoft® operating systems, HPE delivers a written Microsoft Service Pack Briefing, which addresses the features of the latest Microsoft

• operating system and server application service packs. In addition, HPE provides monthly notification on Microsoft Security Releases and quarterly

notification on HPE-Microsoft Supported Products, applicable to servers outlined in the Customer's account support plan. For the Linux® operating system, HPE reviews Linux patch notifications from Linux suppliers and provides recommendations of patches that are

• applicable to the Customer’s environment based on Red Hat® and SUSE Linux versions, for Customer installation.

For VMware® and Microsoft Hyper-V Hypervisors, HPE reviews patch notifications from the suppliers and provides recommendations of patches that

• are applicable to the Customer’s environment.

Additional patch analysis may be ordered to increase the patch analysis frequency or extend analysis to other versions of operating systems or hypervisors in the Customer’s HPE Proactive 24 service environment.

Annually, Hewlett Packard Enterprise uses diagnostic tools to assess the computing environment for a single operating system on a single physical server or partition*. HPE performs a series of diagnostic tests to compare the Customer’s computing environment to accepted system management practices. HPE then provides a report that details the findings, highlighting the conditions that require resolution or investigation, and recommends a suitable course of action.

* Additional instances of System Health Check** are available (as an option) to evaluate each additional server or operating system in the Customer's HPE Proactive 24 environment. The ASM can provide further assistance based on the Customer's needs.

** Note: System Health Check may not be available for some versions of operating systems. In those instances, Account Team time or additional Service Credits will be offered. For further information please work with your Account Support Manager.

HPE TS Support Credits (server)

Storage services module core deliverables

Storage firmware and software analysis and management (storage)

For Customers who purchase HPE Proactive 24 Service with servers in their environment, Hewlett Packard Enterprise provides 30 credits per year, from the credit services menu. The Customer has the flexibility of choosing an activity from the pre-defined menu addressing areas such as virtualization, storage data management, infrastructure optimization, assessments, performance analysis, and firmware management. Alternatively, the Customer may choose to work with the ASM and use these 30 service credits for a customized activity. More detailed information is provided in Table 7.

Hewlett Packard Enterprise will perform the following storage services module core deliverables when the Proactive Storage Services module is purchased.

On a semi-annual basis, Hewlett Packard Enterprise reviews any storage-related software and firmware updates and provides a recommendation for applicable software and firmware updates specific to the Customer’s HPE Proactive 24 environment. HPE will also provide upgrade planning assistance for the recommendations. Per Customer request, HPE will provide basic support for the installation of recommended updates via telephone.

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