HP Proactive 24 Service

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HP Mission Critical Services

Technical File ID: P24_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 Proactive 24 Service（P24）

Service

Description

Combining industry-leading technical assistance with proactive account services, HP Proactive

24 (P24) Service is personalized solution integrating reactive and proactive support services

for hardware and software. HP Proactive 24 (P24) Service covers the entire IT infrastructure

and improves stability, availability and operating efficiency for IT environment, with the purpose

to help you get more from your IT investment.

HP Proactive 24 (P24) Service is especially designed for customers who expect to improve the

effectiveness of IT infrastructure and boost system availability, and build a bridge between you

and HP. No matter your system is up or down, you can quickly obtain support services from technical

experts who understand your systems. With HP Proactive 24 (P24) Service, you will be supported

by an account service representative. As your contact in HP Service departments and your technical

advisor, account support engineer (ASE) not only provides direct support for you, but also helps

you communicate with a number of HP people, and gain experience in system maintenance, thereby

allowing your systems to remain in working condition, meeting your business needs.

Your account service representative begins by forming a close working relationship with you and

by developing an understanding of your IT infrastructure and goals in order to work out service

deliverables. Mutually agreed-on support service activities will be included in the account

support plan (ASP), which reflects the contents of Proactive 24 (P24) Service especially designed

for you. At the same time, the account support engineer (ASE) will regularly review with you the

implementation of the plan, and update and refine the plan according to your IT needs and HP's

technical force, so that the support service will be more customized and better suited to the

development of your IT systems. From provision of system configuration management, system change

support to implementation of technical services, the account support engineer (ASE) will focus

on proactive services, thereby keeping improving in the respect of availability, performance and

security and reducing risks of downtime. HP will harness its abundant practical experience and

expertise to meet your demand by making your IT resources to the full play and helping realize

stable operation of your IT systems.

HP Proactive 24 (P24) Service provide 2 service levels can be selected, 24*7*4 and 12 call to

repair.

If the customer selected 24*7*4, then in case of system fault, the customer may 24x7 directly

contact senior specialists at remote solution center, also, HP engineer will go to on-site within

4 hours. If you selected 12 call-to-repair service levels, then for any failures with the critical

systems, HP commits to repair the hardware problems within 12 hours, and problems with most of

other systems will be resolved in the shortest time possible.

With Proactive 24 (P24) Service, technical problems with your covered software and hardware will

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

again quickly.

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

Summary of content (20 pages)

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HP Mission Critical Services 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 Services Service Feature Highlights Items Features Environment Support (Table 1) 1. Assigned Customer Service Representative 2. Annual System Maintenance Process Building and Maintenance 3. Annual System Configuration Management and Update 4. Annual System Upgrade Change Management 5. Electronic Remote Support (for Eligible Products Only) 6. Access to Technical Resources 7.
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HP Mission Critical Services Specifications Table1. Environment Support Features Description 1.1 Assigned Customer Service Representative Briefing: Account Support Engineer (ASE) is your support representative, technical consultant and principal contact, responsible for coordinating on-site support. Account support engineer (ASE) will work with your technical staff and IT management closely, and provide guidance in the building and maintenance of high-availability environment.
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HP Mission Critical Services 1.2 Annual System Maintenance Process Building and Maintenance 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 Services 1.3 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 Services Table2. Reactive Software and Hardware Service for Server and Storage Devices Features Description 2.1 Service Level 1: 24*7*4 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.
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HP Mission Critical Services 2.7 Software Product and Documentation Update Briefing: As HP releases updates to the Customer’s HP software, the latest versions of the software and reference manuals are made available to the Customer’s system administrator with your reply to HP’s notification. Possible medium types for software and documentation update include tapes, disks, paper, email and CD-ROM.
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HP Mission Critical Services 3.2 Half Year Patch and Firmware Analysis Unit: Server Frequency: 2 Times/Year Briefing: • Enhanced Patch Analysis and Upgrade: HP engineer will check all general patches that have not been installed in your system yet, and present a list of recommended patches. The patch package is customized to shorten the upgrade time to the minimum and reduce the impact on systems.
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HP Mission Critical Services 3.4 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.
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HP Mission Critical Services Table4. Proactive Services for Storage Features Description 4.1 Remote Electronic System Support – ISEE Standard Edition Unit: Storage Frequency: 1*Configuration; 24*7 Monitoring Briefing: For customers requiring the lowest level of technical requirements, HP provides Instant Support Enterprise Edition (ISEE) real time remote management software, which can monitor the device status within the contract range.
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HP Mission Critical Services 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 Services Table5. Technical Services Based on the environmental menu item, separate purchasing is possible Features 5.
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HP Mission Critical Services 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 Services 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 Services 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 Services 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 Services 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 Services 6.3 iPAQ System Display 6.4 Information System Intelligent Operations Management Service – Smart ITSM 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 Mission Critical Services Table7.
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HP Mission Critical Services ¾ ¾ ¾ ¾ ¾ ¾ ¾ Network hardware equipment repair (except for those who have purchased optional services for Cisco network equipment). Recovery of the operating system, other software and data. Unavailability not caused directly by hardware failure. Customer does not adopt system adjustments, maintenance, patches or revisions provided by HP. Customer does not take preventive measures recommended by HP before the failure.