HP Critical Service

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HP Mission Critical Service

Technical File ID: CS_05

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Note: This appendix is the integral part of the Service Contract of China Hewlett-Packard Co.,

Ltd. and has equal effect. If the content of this appendix is inconsistent with the content of

the Service Contract of China Hewlett-Packard Co., Ltd., the Service Contract of China

Hewlett-Packard Co., Ltd. shall prevail.

HP Critical Service（CS）

Service

Description

HP Critical Service (CS) is high-availability service solution designed especially for customers'

critical business systems, including periodic overall evaluation of IT operating environment

and improvement plans based on the evaluation result to improve IT operations and maximize the

availability of your IT environment. With fewer interruptions and less downtime of IT systems,

you will lower economic losses caused by failures of your IT systems and gain competitive

advantages in the marketplace.

The certified specialist team of high-availability system support in HP Critical Service (CS)

is the core team that provides support for you. The service team will work closely with you to

understand your IT environment and business goals, and reduce your downtime to the minimum through

both proactive and reactive services. Support activities are reflected Critical Business Account

support plans (ASP). The team will conduct reviews and audits on a regular basis along with you

to ensure that your business goal is consistent with the IT operation goal. In addition to change

management guidance and recommendations on system building in the support process, this service

team proactively customizes patch package, designs system check specifications, and periodically

conducts system check according to the needs of your IT environment. In addition, it also provides

proactive technical services, thereby helping your business achieve on-going improvement in the

fields of high-availability technology, performance, change planning and security. HP monitoring

system for critical business electronic system (ISEE Advance Edition) helps you track system

changes detects and resolves problems before the system operation interruption by tracking

configuration changes and log alarm. This technology, which is proprietary to HP, may warn of

impending problems to the maximum, so as to improve the availability of the IT environment and

your IT system monitoring.

HP provides customers with VIP number for Critical Service (CS). In case of system fault, the

customer may 24x7 directly contact senior specialists at Critical Service (CS) response center

through the VIP number. For any failures with the critical systems, HP commits to repair the

hardware problems within 6 hours, and problems with most of other systems will be resolved in

the shortest time possible.

In addition, HP may combine support service for IT infrastructure with database on operating

system as well as technical services for applications to provide you with one-stop Critical

Services. You may obtain such services by purchasing optional services.

HP service team will minimize the possibility of unplanned system downtime through preventive

and proactive services. At the same time, it will protect dedicated resources required to restore

system in case of failures, thereby shortening the duration of system downtime to the minimum

and improving system availability as much as possible.

HP Support Services are governed by SO01SP – HP SINGLE ORDER TERMS FOR SUPPORT.

Summary of content (25 pages)

PAGE 1
HP Mission Critical Service Note: This appendix is the integral part of the Service Contract of China Hewlett-Packard Co., Ltd. and has equal effect. If the content of this appendix is inconsistent with the content of the Service Contract of China Hewlett-Packard Co., Ltd., the Service Contract of China Hewlett-Packard Co., Ltd. shall prevail.
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HP Mission Critical Service Service Feature Highlights Items Features Environment Support(Table 1) 1. Assigned Customer Support Team 2. Annual System Maintenance Process Building and Maintenance 3. Annual High Availability Health Check –AHC 4. Annual System Configuration Management and Update 5. Annual System Upgrade Change Management 6. Annual Hardware Recovery Process Rehearsal 7. Electronic Remote Support (for Eligible Products Only) 8. Access to Technical Resources 9.
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HP Mission Critical Service Specifications Table1. Environment Support Features Description 1.1 Assigned Customer Support Team Briefing: HP assigns critical business account support team comprised of trained and certified IT specialists to provide proactive and reactive services for your IT environment, rendering support for your fulfillment of business goals.
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HP Mission Critical Service Site environment is one of the key factors affecting the system stability. HP engineers will check the customer's site environment according to the requirement of equipment on environment and provide solution recommendations. HP computer products are designed to operate within specific power, temperature, airborne contaminant, and humidity ranges. Your engineer periodically monitors these environmental conditions at your site and advises you of necessary modifications.
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HP Mission Critical Service 1.2 Annual System Maintenance Process Building and Maintenance • 24*7 shift engineer: Responsible for servicing hardware default during non-office hours • Full-time Contract administrator: Responsible for the drafting of customers contract and answering of queries Briefing: As one of the world's largest business computer vendors, HP will provide you with large quantities of servers, storage devices and peripheral products.
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HP Mission Critical Service 1.3 Annual High Availability Health Check - AHC Briefing: The IT department faces numerous fast-changing and complex challenges in operations. Factors like people, process, technology and environment constitute the challenges faced by the entire IT environment or single system. At the same time, they are also issues to be resolved by relevant solutions.
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HP Mission Critical Service 1.4 Annual System Configuration Management and Update Briefing: System and Storage configuration information is crucial to system maintenance. HP engineer provides configuration management and update service for hosts and storage systems covered by Critical Service. In addition, HP engineer will provide customers with detailed host and storage configuration, and update configuration files when changes take place with system configuration.
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HP Mission Critical Service 1.7 Electronic Remote Support Briefing: As a part of this service, HP will provide access to system-related electronic and Web-based tools and services, such as firmware updates and patch services. This site may be accessed on the Web at http://www.itrc.hp.com.
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HP Mission Critical Service 2.3 Remote Problem Diagnosis and Support Briefing: Once the Customer has placed a service request via a designated HP support telephone number, HP will work with the Customer during coverage hours to solve the system problems. Prior to any onsite assistance, HP may perform remote diagnostics using electronic remote support tools (where available) to access covered equipment, or HP may use other means available to facilitate remote problem resolution. 2.
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HP Mission Critical Service Table3. Proactive Services for Server Features Description 3.
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HP Mission Critical Service 3.3 Monthly System Health Check Unit: Server Frequency: 1 Time/Month Briefing: HP system checkup service will help you check the current status of system and storage devices, and analyze potential problems, thereby presenting advice and methods for resolving these problems so as to find potential troubles with the system as early as possible and nip in the bud and reduce the risks of abnormal downtime.
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HP Mission Critical Service 3.5 Quarterly System Performance Analysis: System and Oracle Database Unit: Server Frequency: 1 Time/Quarter Briefing: System performance analysis service refers to the comprehensive analysis of your system hardware, operating system, database, middleware, other third-party software and application systems conducted by HP.
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HP Mission Critical Service 3.6 Data Backup Plan Design and Assessment Unit: Server Frequency: 1 Time Design;2 Times Assessment/Year Briefing: Data backup is an important means of safeguarding the security of business data. It ensures the effectiveness of back-up data and can recover back-up data quickly. It is the ultimate objective of designing and managing a backup system.
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HP Mission Critical Service 4.3 Half Year Preventive Maintenance - PM Unit: Storage Frequency: 2 Times/Year Briefing: An HP engineer visits the Customer’s site at regularly scheduled intervals to perform diagnostics, checkup error logs on covered systems to find potential software and hardware problems, and, if necessary, address mechanical or electronic system complaints and clean or replace worn or defective parts.
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HP Mission Critical Service 4.4 Annual High Availability Storage Assessment - HASA Unit: Storage Frequency: 1 Times/Year Briefing: Data availability is vital to enterprise's success. With the rapid development of storage area networks (SAN) and storage technology, it becomes increasingly difficult to determine factors that may cause interference to your enterprise.
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HP Mission Critical Service Table5. Technical Services Based on the environmental menu item, separate purchasing is possible Features 5.
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HP Mission Critical Service 5.3 High Availability Cluster Audit Unit: Cluster Briefing: HP technical specialists will audit and check up your high availability cluster environment, including relevant hardware, software configuration and application, to ensure that high availability cluster and application software can complete hot swamp of applications in case of system failure.
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HP Mission Critical Service 5.4 System Performance Analysis Unit: Server Briefing: System performance analysis service refers to the comprehensive analysis of your system hardware, operating system, database, middleware, other third-party software and application systems conducted by HP.
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HP Mission Critical Service 5.5 Site Environnemental Assessment Unit: Environment Briefing: Customers might have in possession electricians, as well as professional IT maintenance team; however, the customer might not necessary have in possession a talent who has a combination of skills as well as an understanding of electrical environment and machine room environment required of an IT system.
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HP Mission Critical Service 5.7 Host Security Check Unit: 1 Environment Interview + 4 Hosts Briefing: HP system security specialists utilize dedicated security checkup tools for HP-UX system to perform security checkup for your systems, including technical issues such as the setting of file rights, restriction of user access and update of patches. At the same time, we will conduct evaluation of your systems' security strategy, and submit problems and potential troubles to you in the form of reports.
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HP Mission Critical Service 5.10 High Availability Storage Assessment(HASA) Unit: Storage Briefing: Data availability is vital to enterprise's success. With the rapid development of storage area networks (SAN) and storage technology, it becomes increasingly difficult to determine factors that may cause interference to your enterprise.
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HP Mission Critical Service 6.3 Software Service 6.4 iPAQ System Onsite Display Briefing: There are many contents in the software onsite service. When a major malfunction happens to the user software system, a system software support staff can be requested of HP to provide maintenance onsite.
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HP Mission Critical Service 6.5 Information System Intelligent Operations Management Service – Smart ITSM Briefing: HP's information system intelligent operations management service takes HP IT service management (ITSM) reference model as theoretical basis, with the focus on routine operations of modern enterprises' IT department - configuration management and incident (fault) management as the core.
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HP Mission Critical Service Service Limitations Not all software products provide software update, only designated HP software and third party products will enjoy software update services. In the event of certain software designated in the contract not providing this service content, then this item shall not be included in the software support service fee. HP software support service is provided through the response center, and will not provide onsite support services.
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HP Mission Critical Service commitments for non-critical service requests may vary.