HP Hardware Support Service

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HP System Support Service

Technical File ID: HS_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 Hardware Support Service

Service

Description

HP Hardware Support Service provides high-quality remote assistance and onsite support for your

HP- and Compaq-branded hardware and other eligible third-party hardware products, helping you

to increase system uptime and productivity.

With HP Hardware Support Onsite Service, technical problems with your covered hardware will be

resolved in a timely and professional manner so you can rely on your hardware to be operational

again quickly.

This service provides a wide range of options including various service levels, response times

and optional services, meeting your different needs.

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

Service Feature Highlights

Items Features

Reactive Hardware Service for

Server and Storage Devices

(Table 1)

1. Service Level 1: 24*7*4

2. Service Level 2: 5*9*4

3. Service Level 3: 5*9 Next Day

4. Remote Problem Diagnosis and Support

5. Onsite Hardware Support

6. Parts and Materials

7. Work to Completion

8. Escalation Management Service

9. Electronic Remote Support (for

Eligible Products Only)

10. Access to Technical Resources

11. Remote Electronic System Support–

ISEE Standard Edition

Proactive Services for Server

and Storage (Table 2)

1. Remote Electronic System Support – ISEE

Standard Edition

2. Half Year Preventive Maintenance - PM

Optional Technical Services

(Table 3)

1. Preventive maintenance - PM

2. System Health Check (SHC)

3. High Availability Cluster Audit

4. System Performance Analysis

5. Site Environmental Assessment

6. Patch and Firmware Analysis

7. Host Security Check

8. Network Security Check

9. Data Backup Plan Design and Assessment

10. High Availability Storage

Assessment - HASA

Optional Services (Table 4) 1. On-site Spare Parts Stocking

2. Software Onsite Service

3. iPAQ Display System

4. Information System Intelligent

Operations Management Service –

Smart ITSM

Other Optional Services Additional Services

Summary of content (13 pages)

PAGE 1
HP System Support 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.
PAGE 2
HP System Support Service Notes: 1． Reactive Hardware Service for Server and Storage Devices: Compulsory Contents for Server and Storage Devices with Hardware Support service subscribed, Choice of one from 24*7*4, 5*9*4 and 5*9 next day service response； 2． Proactive Services for Server and Storage: Compulsory Contents for Server and Storage Devices with Hardware Support service subscribed； 3． Optional Technical Services: The customer is eligible to purchase any technical services listed here； 4． Optional S
PAGE 3
HP System Support Service 1.3 Service Level 3: 5*9 Next Day Briefing: After dialing the specified HP support service telephone number and bringing forward service request, HP will cooperate with you within the service timing stipulated in the contract, and to resolve the system problems.
PAGE 4
HP System Support Service 1.9 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.
PAGE 5
HP System Support Service 2.2 Half Year Preventive Maintenance - PM Unit: Server 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.
PAGE 6
HP System Support Service 3.2 System Health Check (SHC) Unit: Server 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 System Support Service 3.4 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 System Support Service 3.5 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.
PAGE 9
HP System Support Service 3.7 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.
PAGE 10
HP System Support Service 3.10 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 System Support Service 4.3 iPAQ System Display 4.4 Information System Intelligent Operations Management Service – Smart ITSM Unit: Environment Briefing: HP OpenView network management solution iPAQ application subsystem is a subsystem of the IT integrated network management system, which aim is to provide corporate senior management (e.g., CIO) and network operation and maintenance staff with a solution that uses iPAQ as the mobile terminal and wireless access to conduct IT management.
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HP System Support Service Table5.
PAGE 13
HP System Support Service Ordering Information For Information Availability of delivery specifications and service levels may vary according to local resources and may be restricted to eligible products and geographic locations. To obtain further information or to order HP support service, contact your nearest local HP representative. HP Hardware Support Service product No. is: ¾ Service Level 1: 24*7*4: HA104AC; ¾ Service Level 2: 5*9*4: HA103AC; ¾ Service Level 3: 5*9 Next Day: HA101AC.