HP Software Support Service

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HP System Support Service

Technical File ID: SS_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 Software Support Service

Service

Description

HP Software Support Service provides high-quality service for your HP- and Compaq-branded software

and other eligible third-party software products, helping you to increase system uptime and

productivity.

With HP Software Support Service, technical problems with your covered software will be resolved

in a timely and professional manner.

This offer 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 Software Service for

Server and Storage Devices

(Table 1)

1. Service Level 1: 24*7

2. Service Level 2: 5*9

3. Escalation Management Service

4. Software Product and Documentation Update

5. License to Use and Copy Software Product

Update

6. Electronic Remote Support (for Eligible

Products Only)

7. Access to Technical Resources

8. Remote Electronic System Support–

ISEE Standard Edition

9. Problem Analysis and Resolution

10. Software Features and Operational

Support

11. Problems Isolation

Optional Technical Services

(Table 2)

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 3) 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

Notes:

1．

Reactive Software Service for Server and Storage Devices: Compulsory Contents for Server and Storage Devices

with Software Support service subscribed, Choice of one from 24*7 and 5*9 response；

2．

Optional Technical Services: The customer is eligible to purchase any technical services listed here；

3．

Optional Services: Other service contents that require additional fees。

Summary of content (11 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 Specifications Table1. Reactive Software Service for Server and Storage Devices Features Description 1.1 Service Level 1: 24*7 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 3
HP System Support Service 1.7 Access to Technical Resource Briefing: Customers can access HP technical resources via telephone, or electronic communication, for assistance in resolving software implementation or operations problems. 1.8 Remote Electronic System Support Briefing: For customers who meet minimum requirements, Instant Support Enterprise Edition (ISEE) real-time remote event management provides diagnostic software for eligible products.
PAGE 4
HP System Support Service Table2. Optional Technical Services Features Description 2.1 Preventive Maintenance - PM Unit: Server/Storage 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 5
HP System Support Service 2.3 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.
PAGE 6
HP System Support Service 2.4 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.
PAGE 7
HP System Support Service 2.5 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 8
HP System Support Service 2.7 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 9
HP System Support Service 2.10 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.
PAGE 10
HP System Support Service 3.3 iPAQ System Display 3.4 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.
PAGE 11
HP System Support 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. Certain third party’s software update, license agreement, and license key might be provided directly by third party vendors.