HP System Support Service

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Technical File ID: SP_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 System Support Service

Service

Description

HP System Support Services cover comprehensive hardware and software services, capable of

improving the availability of your IT infrastructure. HP engineers will work with your IT to resolve

hardware and software problems with the HP products and selected third-party products covered

by the service contract.

With HP System Support 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.

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 and

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. Software Product and Documentation

Update

10. License to Use and Copy Software

Product Update

11. Electronic Remote Support (for

Eligible Products Only)

12. Access to Technical Resources

13. 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 (14 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 Software and Hardware Service for Server and Storage Devices: Compulsory Contents for Server and Storage Devices with System 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 System Support service subscribed； 3． Optional Technical Services: The customer is eligible to purchase any technical services listed here； 4． Op
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 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 System Support Service Table2. Proactive Services for Server and Storage Features Description 2.1 Remote Electronic System Support – ISEE Standard Edition Unit: Server 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.
PAGE 6
HP System Support Service Table3. Optional Technical Services Features Description 3.1 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.
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HP System Support Service 3.3 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 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.
PAGE 9
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 10
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.
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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 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 14
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 System Support Service product No. is: ¾ Service Level 1: 24*7*4: HA110AC； ¾ Service Level 2: 5*9*4: HA109AC； ¾ Service Level 3: 5*9 Next Day: HA101AC+HA106AC.