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Data sheet

HP Proactive Care Advanced

Service

HP Services

HP Proactive Care Advanced Service expands on HP Proactive Care Service and is designed

to help you maximize the benets of IT investments, maintain IT infrastructure stability,

achieve business and IT project objectives, reduce operational costs, and free your IT

sta for other priority tasks. Your assigned HP Account Support Manager (ASM) provides

personalized technical and operational advice, including HP best practices gleaned from HP’s

broad support experience. HP Proactive Care Advanced can help to save you time with real-

time monitoring and analysis of your devices that are connected to HP, creating personalized

proactive reports with recommendations to help prevent problems in your IT infrastructure.

Your ASM can also arrange specialist technical advice and assistance to complement your IT

skills to assist with specic projects, performance improvements, or other technical needs.

Should an incident occur, reducing business impact requires a swift and comprehensive

response. An HP Technical Solution Specialist (TSS) delivers an enhanced call experience

intended to provide fast incident resolution. For severity 1 incidents, a Critical Event Manager

(CEM) is assigned to drive the case and provide you with regular status and progress updates.

HP Proactive Care Advanced uses HP Remote Support Technology

to monitor devices and

collect data, enabling faster delivery of support and services. Running the current version

of HP Remote Support Technology is required to receive full delivery and benets from this

support service.

HP Remote Support Technology refers to HP

proprietary service tools used to connect HP products

to HP for service delivery, including HP Insight Remote

Support, HP STaTS, and HP Direct Connect.

August 2014

Summary of content (18 pages)

PAGE 1
Data sheet HP Proactive Care Advanced Service HP Services HP Proactive Care Advanced Service expands on HP Proactive Care Service and is designed to help you maximize the benefits of IT investments, maintain IT infrastructure stability, achieve business and IT project objectives, reduce operational costs, and free your IT staff for other priority tasks.
PAGE 2
Data sheet | HP Proactive Care Advanced Service Service benefits HP Proactive Care Advanced can help you to manage your infrastructure with features designed to provide: • Increased accountability and personalization through an assigned ASM, who will work with your IT team to share HP best practices and specific technical advice relevant to your IT needs and projects • Faster incident resolution from specially trained, solution-oriented advanced resources who manage the case from start to finish • A CEM as
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Data sheet | HP Proactive Care Advanced Service Service features Table 1. Service features overview.
PAGE 4
Data sheet | HP Proactive Care Advanced Service Specifications Table 2. HP support resources. Feature Delivery specifications Support resources The Customer has access to the following trained technical specialists. Account Support Manager (ASM) The Account Support Manager is an account assigned resource who collaborates with the Customer to understand their specific needs and tailor their support experience accordingly.
PAGE 5
Data sheet | HP Proactive Care Advanced Service Table 3. Problem prevention and personalized technical expertise (continued). Feature Delivery specifications Proactive Scan Report Twice a year, HP performs a proactive scan of HP Proactive Care Advanced supported devices in the Customer’s computing environment.
PAGE 6
Data sheet | HP Proactive Care Advanced Service Table 4. Incident management. Feature Delivery specifications Enhanced call handling 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 TSS or call the Customer back within 15 minutes.
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Data sheet | HP Proactive Care Advanced Service Table 4. Incident management (continued). Feature Delivery specifications Knowledge database and HP Support Center access HP provides access to HPSC as part of HP Proactive Care Advanced Service. HPSC is HP’s next-generation support portal that provides a helpful online resource.
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Data sheet | HP Proactive Care Advanced Service Table 4. Incident management (continued). Feature Delivery specifications For software products, HP Proactive Care Advanced Service provides software support 24 hours per day, 7 days per week including HP holidays. Once a noncritical software service request (severity 3 or 4) is received, HP will respond to the call within 2 hours after the service request has been logged.
PAGE 9
Data sheet | HP Proactive Care Advanced Service Table 4. Incident management (continued). Feature Delivery specifications For most HP software and selected HP-supported third-party software, updates will be made available through the Software Updates and Licensing portal via the HPSC. The Software Updates and Licensing portal provides the Customer with electronic access to receive and proactively manage software product and documentation updates.
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Data sheet | HP Proactive Care Advanced Service Service limitations Services provided within the scope of one HP Proactive Care Advanced support contract are restricted to the IT environment under the direct day-to-day management of one IT manager, in one country. Unless otherwise specified or arranged, proactive and consultative services are performed during standard local HP business hours and days, excluding HP holidays.
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Data sheet | HP Proactive Care Advanced Service Hardware call-to-repair commitment If an upfront audit is required by HP, the hardware call-to-repair time commitment will not take effect until five (5) business days after the audit has been completed. In addition, HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe.
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Data sheet | HP Proactive Care Advanced Service Hardware onsite support 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 such as a keyboard, a mouse, other parts classified as CSR parts, or an entire replacement product.
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Data sheet | HP Proactive Care Advanced Service Limitations to the defective media retention and comprehensive defective material retention service feature options The defective media retention and comprehensive defective material retention service feature options apply only to eligible data retentive components replaced by HP due to malfunction. They do not apply to any exchange of data retentive components that have not failed.
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Data sheet | HP Proactive Care Advanced Service Installation of customer-installable firmware and software is the responsibility of the Customer. There will be additional charges if the Customer requests that HP install customer-installable firmware and software updates. Any additional charges to the Customer will be on a time and materials basis, unless otherwise previously agreed to in writing by HP and the Customer.
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Data sheet | HP Proactive Care Advanced Service In cases where CSR parts or replacement products are shipped to resolve a problem, the Customer is responsible for returning the defective part or product within a time period designated by HP.
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Data sheet | HP Proactive Care Advanced Service The Customer is responsible for the security of the Customer’s proprietary and confidential information. The Customer is responsible for properly sanitizing or removing data from products that may be replaced and returned to HP as part of the repair process to ensure the safeguarding of the Customer’s data.
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Data sheet | HP Proactive Care Advanced Service Ordering information All units and options with individually sold HP Care Pack services must be ordered with the same service level as the product or enclosure that they are installed in, if that service level is available on those units. HP Proactive Care Advanced is not designed to be purchased on software-only configurations due to the integrated nature of the service deliverables.
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Data sheet | HP Proactive Care Advanced Service Resources Insight Remote Support release notes: hp.com/go/insightremotesupport HP Proactive Care Advanced supported products list: hp.com/go/ proactivecareadvancedtechnology Software Product List Collaborative Support provided by HP: For more information For more information on HP Proactive Care Advanced Service or other HP Systems Support services, contact any of our worldwide sales offices or visit the following websites: • HP support services: hp.