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This data sheet is governed by HP’s current standard sales terms or, if applicable,

the Customer’s purchase agreement with HP.

HP Proactive Care Service (Proactive Care) offers an integrated set of reactive and proactive services designed to help you improve the stability

and performance of your converged infrastructure. In a complex converged and virtualized environment, many components need to work

together effectively. Proactive Care has been specifically designed to support devices in these environments, providing an end-to-end support

solution that covers servers, operating systems, hypervisors, storage, storage area networks (SANs), and networks.

In the event of a service incident, 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 to resolve

critical issues more quickly. HP employs enhanced incident management procedures intended to provide rapid resolution of complex incidents. In

addition, the technical solution specialists providing your Proactive Care support are equipped with automation technologies and tools designed

to help reduce downtime and increase productivity.

Proactive Care includes onsite 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.

Proactive Care provides firmware release and software patching analysis for supported devices, providing you with a list of recommendations to

keep your Proactive Care covered infrastructure at the recommended revision levels. You will receive a regular ‘proactive scan’ of your Proactive

Care covered devices, which can help you to identify and resolve configuration problems before they impact your operations. Proactive Care also

provides quarterly incident reporting intended to help you identify problem trends and prevent repeat problems. Service features designed to

help with problem prevention are enabled by HP Remote Support Technology and advanced automation capabilities. HP Remote Support

Technology is a customer-installable prerequisite for the problem prevention service features of HP Proactive Care Service.

The Proactive Care support offer can be enhanced by the addition of the Personalized Support option to provide onsite technical advice, HP best

practice sharing and support reviews from an assigned account support manager. Technical services to complement your in-house IT expertise

can also be added to your Proactive Care support through the addition of flexible Proactive Select credits to your support agreement.

Service benefits

Proactive Care can help you to improve the return on your investment in a converged infrastructure with features designed to help provide:

• Quicker incident resolution from specially trained, solution-oriented advanced resources who manage the case end to end

• Analysis and recommendations for firmware and software patching of covered products that may help prevent problems caused by devices

whose firmware revision levels are no longer supported, if implemented

• Improved availability through regular device-based proactive scans to help ensure that configurations are consistent with HP best practices

• Problem prevention by anticipating issues through automation tools and case history trend reporting

With the purchase of the Personalized Support option, Proactive Care provides:

• Increased accountability and personalization through the assignment of a local account support manager, who will work onsite with your IT

team to share HP best practices and specific technical advice relevant to your IT needs and projects

Service features

HP support resources

• Remote support resources:

– Technical account manager (TAM)

– Technical solution specialist (TSS)

Problem prevention

• Firmware and Software Version Report and recommendations*

• Proactive Scan Report and recommendations*

• Incident reporting

• Report distribution and review

Technical data

HP Proactive Care Service

HP Services

Summary of content (15 pages)

PAGE 1
Technical data HP Proactive Care Service HP Services HP Proactive Care Service (Proactive Care) offers an integrated set of reactive and proactive services designed to help you improve the stability and performance of your converged infrastructure. In a complex converged and virtualized environment, many components need to work together effectively.
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• Remote Support solution – Remote Support Technology installation assistance – Online knowledge access Incident management • Enhanced call experience • Enhanced escalation management • Phone Home capability* • Basic Software Support for non-HP software products • Collaborative Call Management on non-HP software products • Knowledge and information access • Replacement parts and materials Incident management service levels • Hardware reactive support choices – HP Next Business Day Proactive Care Service –
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Specifications Table 1. HP support resources Feature Delivery specifications Remote support resources The Customer has access to the following trained technical specialists. Technical account manager (TAM) Technical account managers (TAMs) are a shared, remotely located team of specialists providing proactive services. HP employs HP Remote Support Technology to provide the Customer with scheduled product-based proactive firmware and software revision analysis, proactive scans, and incident reporting.
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Specifications Table 2. Problem prevention Feature Delivery specifications Proactive Scan Report and recommendations Twice a year, HP performs a proactive scan of Proactive Care supported devices in the Customer’s computing environment. For HP servers and certain storage and networking products, this service provides a technical device assessment that is designed to help identify potential system configuration problems before they impact the Customer's business operations.
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Specifications Table 3. Incident management Feature Delivery specifications Enhanced call experience The Customer can contact HP 24 hours a day, 7 days a week. When the Customer calls with a critical incident, HP aims to either connect the Customer to a technical solution specialist (TSS) or call the Customer back within 15 minutes. The TSS is trained in addressing issues in complex computing environments and has access to HP’s full array of technical knowledge and resources to help resolve issues.
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Specifications Table 3. Incident management Feature Delivery specifications Knowledge and information access As part of the Proactive Care Service, HP provides access to the HP Customer Portal. The Customer has access to: Replacement parts and materials HP will provide replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available and recommended engineering improvements.
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Specifications Table 3. Incident management Feature Delivery specifications Hardware incident support options HP Next Business Day HP provides the following reactive service levels for the specific devices covered under this option: Proactive Care Hardware support coverage window: Service • Standard business hours, standard business days (9x5): Onsite 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.
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Specifications Table 3. Incident management Feature Delivery specifications License to use software updates The Customer receives the license to use software updates to HP or HP-supported third-party software for each system, socket, processor, processor core, or end-user software license covered by this service, as allowed by the original HP or original manufacturer software license terms.
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Specifications Table 5. Service travel zones Description Travel zone specification Geographic locations Travel zones and charges, if applicable, may vary in some geographic locations. Hardware onsite response time All response times apply only to sites located within 25 miles (40 km) of an HP-designated support hub. Travel to sites located within 200 miles (320 km) of an HP-designated support hub is provided at no additional charge.
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Scope of products covered This service is available for selected servers, software, storage devices, storage arrays, network devices, and storage area networks only, as noted at www.hp.com/go/proactivecaretechnology. The features of this service may differ, or be limited, based on specific devices or software. Please check with an HP sales office for specific limitations and local availability.
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• Any automated recovery processes triggered by the hardware malfunction, such as disk mechanism rebuild or sparing procedures • Any other activities not specific to the hardware repair but required to verify that the hardware malfunction has been corrected, such as rebooting the operating system HP reserves the right to modify the call-to-repair time commitment as it applies to the Customer's specific product configuration, location, and environment.
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Data retentive components that are specified by HP as consumable parts and/or that have exceeded the maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer's operating manual, the product QuickSpecs, or the technical data sheet are not eligible for the defective media retention or the comprehensive defective material retention service feature option.
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infrastructure. When the Customer has purchased the Personalized Support option for Proactive Care, the Customer will identify a focal point and an internal Customer team to work collaboratively with the HP account support manager for deliverables provided with this option. The call-to-repair time commitment is subject to the Customer providing immediate and unrestricted access to the system, as requested by HP.
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• Take responsibility for acting upon any hardcopy or email notification the Customer may receive in order to download the software update or to request the new software update on media, where this option is available • 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 manufacturer, if applicable, including any additional soft
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Local availability: The Customer may order support from HP's current support offerings. Some offerings, features, and coverage (and related products) may not be available in all countries or areas. To order the service with the comprehensive defective material retention service feature, the defective media retention service feature must also be ordered.