HPE U3F45E, U6A20E, U6G05E, U8K49E, H0SP1E Getting Started Guide
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Data sheet
HPE Proactive Care Service
Support Services
1, 2
Requires the Custo mer to install and op erate
Remote Supp ort Technology with t he data
collections function enabled for delivery.
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Remote Support Techn ology refers to
Hewlet t Packard Enterprise p roprietary ser vice
tools use d to connect HPE prod ucts to HPE for
servi ce delivery, includi ng HPE Insight Remote
Suppor t, HPE 3PAR StoreServ Remote Se rvice and
Suppor t, and HPE Direct Conn ect.
Service benefits
HPE Proactive Care Service can help you to improve the return on your investment in a
converged infrastructure with features designed to help provide:
• Faster resolution from specially trained, solution-oriented advanced resources who manage
the incident from start to finish
• Recommendations for firmware version and software patching on supported products to
help prevent problems
• Identification of risks and issues through regular device-based proactive scans that help
ensure that configurations are consistent with Hewlett Packard Enterprise best practices
• Access to a remote HPE Technical Account Manager, who can provide advice and guidance
on issues, risks, and recommendations identified by Remote Support Technology
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Data sheet
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Service overview
HPE Proactive Care oers an integrated set of reactive and proactive services designed to
help you improve the stability and operation of your converged infrastructure to achieve
better business outcomes. In a complex converged and virtualized environment, many
components need to work together eectively. HPE Proactive Care has been specifically
designed to support devices in these environments, providing enhanced support that covers
servers, operating systems, hypervisors, storage, storage area networks (SANs),
and networks.
In the event of a service incident, HPE Proactive Care provides you with an enhanced call
experience with access to advanced technical solution specialists, who will manage your case
from start to finish with the goal of reducing the impact to your business while helping you
resolve critical issues more quickly. Hewlett Packard Enterprise employs enhanced incident
management procedures intended to provide rapid resolution of complex incidents. In
addition, the technical solution specialists providing your HPE Proactive Care support are
equipped with automation technologies and tools designed to help reduce downtime and
increase productivity.
Should an incident occur, HPE Proactive Care includes on-site hardware repair if it is required
to resolve the issue. You can choose from a range of hardware reactive support levels to
meet your business and operational needs.
HPE Proactive Care includes firmware and software version analysis for supported devices,
providing you with a list of recommendations to keep your HPE Proactive Care covered
infrastructure at the recommended revision levels. You will receive a regular proactive scan
of your HPE Proactive Care covered devices, which can help you to identify and resolve
configuration problems. HPE Proactive Care also provides quarterly incident reporting
intended to help you identify problem trends and prevent repeat problems.
HPE Proactive Care uses Remote Support Technology to enable faster delivery of services
by collecting technical configuration and fault data. Running the current version of Remote
Support Technology is required to receive full delivery and benefits from this support service.
Table 1. Service features overview
Feature Description
HPE support resources
(see Table 2 for details)
Problem prevention
(see Table 3 for details)
Incident management
(see Table 4 for details)
• HPE Technical Account Manager (TAM)
• HPE Technical Solution Specialist (TSS)
• Firmware and Software Version Report and Recommendations
• Proactive Scan Report and Recommendations
• Incident Report
• Report distribution to HPE Support Center
• Review with TAM
• Remote Suppor t Technology installation assistance
• Enhanced call handling
• Automatic call logging capability
• Basic Software Suppor t and Collaborative Call Management for selected non-HPE
software on eligible HPE hardware products
• Knowledge database and HPE Support Center access
• Replacement parts and materials
• Access to firmware updates (for eligible products)
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4, 5, 6
Requires the Custo mer to install and op erate
Remote Supp ort Technology with t he data
collections function enabled for delivery.
Data sheet
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Table 1. Service features overview (continued)
Feature Description
Incident management
service levels
(see Table 4 for details)
Optional services
(see Table 5 for details)
Tab le 2. Specifications: HPE support resources
Feature Delivery specifications
Support resources The Customer has access to the following trained technical specialists.
HPE Technical
Account Manager
(TAM )
• Hardware reactive support choices at three levels:
– HPE Next Business Day Proactive Care Service
– HPE 4-hour 24x7 Proactive Care Service
– HPE 6-hour Call-to-Repair Proactive Care Service
• Software reactive support:
– 24x7 software support
– Software product and documentation updates
– License to use software updates if purchased from Hewlett Packard Enterprise
– Hewlett Packard Enterprise recommended software and documentation
updates method
• Additional technical expertise
• HPE Defective Media Retention (DMR)
• HPE Comprehensive Defective Material Retention (CDMR)
Hewlett Packard Enterprise Technical Account Managers (TAMs) are a remotely
located team of specialists providing proactive services. HPE employs Remote
Support to provide the Customer with scheduled product-based proactive firmware
and software version analysis, proactive scans, and incident reporting. TAMs
are available during standard HPE business hours to discuss these reports and
recommendations, on request.
HPE Technical
Solution Specialist
(TSS)
Hewlett Packard Enterprise Technical Solution Specialists (TSSs) provide remote
incident support and handle cases from call receipt to call closure. A TSS may
engage additional specialist resources, as required, to help achieve resolution. The
TSS will remain engaged from case creation through to closure to help ensure a
consistent end-to-end support experience for the Customer.
Data sheet
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Table 3. Specifications: Problem prevention and personalized technical expertise
Feature Delivery specifications
Hewlett Packard Enterprise will publish a set of reports that contain HPE’s analysis and
recommendations (where appropriate) covering the devices under the HPE Proactive
Care support agreement. Remote Support Technology is used to capture the necessary
revision and configuration data to enable analysis and report creation. These reports
will be published to the HPE Suppor t Center (HPESC) for the Customer to access. Once
the report is reviewed by the Customer, a TAM can be contacted to remotely discuss
the report content to gain a better understanding of the HPE recommendations and
observations contained within the report.
Firmware and
Software Version
Report
IT reliability and stability can be impacted by the levels of the Customer’s software
and firmware revisions. Twice a year, Hewlett Packard Enterprise reviews the
products under the HPE Proactive Care contract to verify that they are at
HPE recommended revision levels. HPE provides the Customer with access to a
report containing its recommendations for applicable soft ware versions, patches,
and firmware revisions for each covered device.
HPE performs the following core deliverables using Remote Support Technology as
part of the firmware and software version recommendation activity.
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Firmware version recommendations
The report will indicate the installed and Hewlett Packard Enterprise recommended
firmware revisions for the devices covered by the HPE Proactive Care contract. The
firmware analysis is limited to suppor ted devices.
Installation is also provided for firmware defined by HPE as non-customer
installable. HPE will install these f irmware updates, if requested by the Customer,
during the related hardware device support coverage window at no additional
charge to the Customer. If HPE determines that the firmware update is designed for
remote installation, then additional charges may be applied for on-site installation of
the non-customer-installable firmware updates. HPE can provide telephone support
for firmware def ined as customer installable during the related hardware device
support coverage window. The Customer can purchase additional services to install
customer-installable firmware.
Software version recommendations
Hewlett Packard Enterprise will provide the Customer with patch analysis and HPE’s
update recommendations for all covered operating systems, virtualization software, or
software required to operate storage devices that are covered under HPE Proactive
Care support. Update recommendations are provided by comparing the Customer’s
current version information against the latest supported releases. HPE Proactive Care
provides the Customer with HPE’s general recommendations, which are intended to
address critical gaps with individual devices or products.
The Customer is responsible for installing all software patches and updates. HPE can
provide telephone assistance, if requested, to help the Customer with the installation
of software patches for suppor ted software. The Customer can purchase additional
services to have HPE install supported software revisions and patches.
For select operating systems or virtualization software that is not directly covered
by an HPE Proactive Care agreement but is running on an underlying server
covered by HPE Proactive Care support, HPE will provide an annual report
indicating the latest software revisions available.
Certain third-party products may not be covered under this ser vice feature. Please
consult a Hewlet t Packard Enterprise representative or authorized Hewlett Packard
Enterprise channel partner for more details.
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Requires the Custo mer to install and op erate
Remote Supp ort Technology with t he data
collections function enabled for delivery.
Data sheet
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Table 3. Specifications: Problem prevention and personalized technical expertise (continued)
Feature Delivery specifications
Proactive Scan Report Twice a year, Hewlett Packard Enterprise performs a proac tive scan of HPE Proactive
Care supported devices in the Customer’s computing environment. For HPE ser vers
and certain storage and networking products, this service provides a technical device
assessment that is designed to help identify potential system configuration problems.
Remote Support Technology is used to collec t, transport, and analyze configuration
and revision data to identify trends, revisions, or parameters that may impact
operation. This analysis uses diagnostic tools and processes to compare the devices
to HPE management best practices or support advisories. HPE then prepares a
report that details the findings and highlights potential risks and issues that require
resolution or investigation, identifies deviations from HPE best practices, and
recommends a possible course of action to address them.
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Incident Report The Customer has access to a quarterly report that provides certain details regarding
the Customer’s case history and trends. The report captures Hewlett Packard Enterprise
incidents logged over the repor ting period for electronic and manually submit ted
cases for the devices covered by the Proactive Care Service agreement. Details are
provided for each case submitted, specifically call submission information, hardware
part consumption (if applicable), and call closure summar y.
Report distribution
to the HPE Support
Center (HPESC)
Firmware and Software Version Repor ts, Proactive Scan Reports, and Incident Reports
are provided electronically as part of this ser vice. Reports are distributed through
the Hewlett Packard Enterprise Support Center (HPESC) portal using security
features designed to maintain confidentiality. Reports are published to the Customer’s
HPE Support Center account for access by authorized Customer users. For more
information about report access, visit hpe.com/services/proactivecarecentral.
Review with Technical
Account Manager
(TAM )
For Firmware and Sof tware Version Reports, Proactive Scan Repor ts, and Incident
Reports, a TAM is available remotely to discuss the report content and the potential
implications to the Customer’s operations.
Once the report is available in the HPESC, a TAM is available (on request via HPESC
or phone) during standard business hours to discuss with the Customer the report
analysis, Hewlett Packard Enterprise’s recommendations, and potential implications.
Implementation of the recommendations is not included as part of this service, and
is the Customer’s responsibility; however, additional assistance can be purchased
from HPE to implement the recommendations.
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Requires the Custo mer to install and op erate
Remote Supp ort Technology with t he data
collections function enabled for delivery.
Data sheet
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Table 3. Specifications: Problem prevention and personalized technical expertise (continued)
Feature Delivery specifications
Remote Support
Technology
installation assistance
Hewlett Packard Enterprise Proactive Care Service uses HPE proprietar y service tools,
which are referred to in this data sheet as Remote Support Technology. Remote Suppor t
Technology is the principal method for delivering device monitoring, automated case
creation, and a variety of proactive reports . The current version of Remote Support
Technology, with the data collections function enabled, is a prerequisite for delivery of
HPE Proactive Care Service. If the Customer does not install and operate the current
version of Remote Support Technology, HPE will not provide the Firmware and Software
Version Report, Proactive Scan Report, hardware call-to-repair time commitment, remote
monitoring, and automated call logging deliverables of Proactive Care Service. See
further details in the Service limitations and Service prerequisites sections.
Remote Support Technology installation assistance
Hewlett Packard Enterprise Remote Support Technology is made available to
HPE Support customers as a feature of Proactive Care Ser vice.
The Customer is responsible for installing Remote Suppor t Technology. In order to
help ensure a successful installation of Hewlett Packard Enterprise Remote Suppor t
Technology, HPE will provide remote technical advice and assistance on the
installation and configuration of the initial Remote Support Technology installation
upon the Customer’s request.
As part of this activity, Hewlett Packard Enterprise will explain the features
and benefits of Remote Suppor t Technology and recommend the appropriate
configuration based on the type and number of devices supported in the
Customer’s HPE Proactive Care environment.
To maintain ongoing eligibility for this service, the Customer is responsible for
enabling data transfer to Hewlett Packard Enterprise, correctly adding devices to
the configuration, installing future upgrades, and maintaining the Customer contact
details configured in the Remote Support Technology solution. For more information
about Remote Support Technology, visit hpe.com/services/proactivecarecentral.
Data sheet
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Tab le 4. Specifications: Incident management
Feature Delivery specifications
Enhanced call
handling
Automatic call logging
capability
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The Customer can contact Hewlet t Packard Enterprise 24 hours a day, 7 days a
week. When the Customer calls with a critical incident, HPE aims to either connect
the Customer to a TSS or call the Customer back within 15 minutes.
The TSS is trained to address issues in complex computing environments and has
access to Hewlett Packard Enterprise’s full array of technical knowledge and resources
engaged with the goal to help rapidly diagnose and resolve issues. In the event that
there is a hardware issue requiring on-site service, a Hewlett Packard Enterprise
customer engineer is dispatched to the Customer’s site in accordance with the
purchased hardware on-site reactive service level for that aected device. In
addition to providing troubleshooting, the TSS employs rigorous case management
and escalation procedures and engages additional technical specialists as needed.
Hardware suppor t on-site response times and call-to-repair time commitments, as well
as software support remote response times, dier depending on incident severit y and
the purchased on-site coverage level. The Customer determines the incident severity
level when logging or confirming a case with Hewlett Packard Enterprise. Incident
severity levels are defined in the General provisions/Other exclusions section.
Once a service request has been placed and Hewlett Packard Enterprise has
acknowledged
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receipt of the case, HPE will work to isolate the hardware or software
problem and to troubleshoot, remedy, and attempt to resolve the problem remotely
with the Customer. Prior to any on-site assistance, HPE may initiate and per form
remote diagnostic tests using innovative automation tools to access covered products,
or HPE may use other means available to facilitate remote problem resolution.
Incident cases for Hewlett Packard Enterprise connected products using Remote
Support Technology can be automatically created 24x7, as described below.
Customers may also report problems to HPE via a special access phone number or
electronically via HPE Support Center.
HPE retains the right to determine the final resolution of all reported problems.
For supported devices, automatic call logging capabilities are enabled so that devices
will submit hardware service incidents directly to Hewlett Packard Enterprise using
Remote Suppor t Technology.
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Incidents are submitted with “failure data” 24x7 and are
responded to within the service-level coverage timeframe for the associated device.
Where configured, HPE Insight Online can provide a single point of visibility to incidents
and resolution.
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Please see the “General provisions/Other exclusions”
sectio n for more details.
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For a list of the non- HPE software pro ducts eligibl e
for Basic S oftware Suppo rt and Collabora tive Call
Managem ent, please refer to h20195.www2.hpe.
com/v2/GetDocument.aspx?docname=4aa49998enw. In addition to th e products covered o n this
list, any add itional ISV produ cts and variation s on
these de liverables are note d at hpe.com/services/
proactivecaresupportedproducts.
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Requires the Custo mer to install and op erate Remote
Suppor t Technolo gy with the data colle ctions functi on
enabled for delivery.
Data sheet
Page 8
Tab le 4. Specifications: Incident management (continued)
Feature Delivery specifications
Basic Software
Support and
Collaborative
Call Management
for selected
non-HPE software
on eligible
HPE hardware
products
Basic Software Support provides 24 hours per day, 7 days per week phone support
for selected independent software vendor (ISV) software that resides on hardware
covered by Hewlett Packard Enterprise Proac tive Care. For Basic Software Support,
HPE will investigate and attempt to resolve problems by asking the Customer to
apply fixes that have been made available or known to HPE. In some cases, support
may be limited to communication of a known fix available through the installation of
a software update or patch, and the Customer will be directed to available sources
for the applicable updates or patches because access to the known fix requires
additional service contracts with the respective soft ware vendor. If the problem
is still not resolved, then Collaborative Call Management can be initiated at the
Customer’s request.
If Hewlett Packard Enterprise determines that a problem is caused by a selected ISV
product and the problem is not resolved by the Customer applying known available
fixes, HPE will, at the Customer’s request, initiate Collaborative Call Management
with the ISV.
Collaborative Call Management can be provided only in cases where Customers
have appropriate active support agreements in place with selected ISVs and the
Customer has taken the steps necessary
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to ensure that HPE can submit calls on
the Customer’s behalf for the limited purpose of placing a support call with the
vendor. HPE will engage the ISV and provide information about the Customer’s
issue, as obtained during the Basic Software Support service call. Once the call
has transitioned to the ISV, it is then the responsibility of the ISV to resolve the
Customer issue, which will be subject to the support levels of the agreement
between the Customer and that ISV. Once the ISV is engaged, HPE will close the
HPE call, but the Customer or ISV can resume the service issue with HPE if needed
by referencing the original call identification number.
Basic Software Support and Collaborative Call Management applies only to select
ISV Software when that software is not under HPE support. When ISV Software
is covered by HPE Software Support, support is provided as described in the
Hardware and software incident support section.
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See the Customer responsibilities section for
steps required.
Knowledge database
and HPE Support
Center (HPESC)
access
Hewlett Packard Enterprise provides access to the HPE Support Center (HPESC) as
part of HPE Proactive Care Service. HPESC provides personalized access to HPE Insight
Online (personalized dashboard), support forums, support case submittal, drivers, patch
management, sof tware updates, and warranty/contract coverage.
HPESC access and functionalit y are enabled through the linking of the Customer’s
HPE Passport with Service Agreements, and must be done to enable all available
features. For more information, visit hpe.com/services/proactivecarecentral.
Through HPESC, the Customer has access to:
• Published Proactive Care reports for the Customer
• Subscription to hardware-related proactive service notifications, and participation
in support forums for solving problems and sharing best practices with other
registered users
• Expanded web-based searches of entitled technical support documents to
facilitate faster problem-solving
• Certain Hewlett Packard Enterprise proprietary service diagnostic tools with
password access
• A web-based tool for submitting questions directly to Hewlett Packard Enterprise;
the tool helps to resolve problems quickly with a prequalification process that
routes the support or service request to the resource qualified to answer the
question; the tool also allows the status of each support or service request
submitted to be viewed, including cases submit ted by telephone
• Hewlett Packard Enterprise and available third-party hosted knowledge
databases, which can be searched for certain third-party products in order to
retrieve product information, get answers to suppor t questions, and participate in
support forums; this service may be limited by third-party access restrictions
• Services, which the Customer can browse, select, and schedule using credits, and
view the current balance of credits
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