Datasheet

10 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Table 4. HP support resources
Feature Delivery specications
Personalised Support Personalised Support is an optional enhancement to the Proactive Care
Service that provides an assigned on-site HP account support manager
(ASM) to help provide operational, technical and HP best practice advisory
services aimed at helping with the ongoing operation of the Customer’s
IT infrastructure. IT priorities, infrastructure risks, and complexity are
identied early in the planning phase with the Customer so that the ASM
can help build a plan designed to help address areas likely to impact
infrastructure availability and/or infrastructure performance. The ASM
reviews the progress with the Customer during the support review
meetings so that changes in IT priorities, risks and complexity can be
identied and addressed.
• On-site and/or remote operational and technical advice
The ASM provides the Proactive Care Customer with HP best-practice
advice and collaboration concerning projects, risks and issues. Specic
knowledge of the Customer’s environment uniquely prepares the ASM to
tailor advice for the Customer on matters such as system administration,
upgrade planning, product usage, conguration, system performance,
problem analysis and product selection.
This option provides four standard business-hour days per year of
collaborative operational and technical advice scheduled on an as-needed
basis by the Customer. This time can be scheduled in advance or used as
required (subject to the ASM’s availability).
• Support planning
A support plan is developed by the ASM after meeting with the Customer’s
IT management sta. A plan is developed to help the Customer proactively
reduce risk to the business by identifying the IT needs and priorities and
mapping out the services that HP can provide. A delivery schedule is
jointly designed with the Customer to help them achieve those goals and
get the best results from their IT and service investments. To promote
ongoing risk reduction, the support plan is updated annually, taking into
account the risks identied and recommendations made during the service
coverage period. Additionally, the HP ASM will help the Customer to align
their Proactive Care services from multiple Proactive Care contracts to
coordinate delivery of proactive reports with the Customer’s change
management schedule and specic business needs.
• Ongoing Support review meetings
The ASM conducts a formal session with the Customer twice a year during
which time the ASM will review the support provided and the benets
achieved through the Proactive Care Service activities by HP over the
previous 6-month period. The review sessions incorporate the risks and
HP recommendations as identied in the proactive scan, rmware/software
revision management, and incident reports, highlighting progress made
and areas requiring additional attention. The review additionally provides
an opportunity to discuss trends, planned changes, or upcoming projects
in the Customer’s IT environment and how these might increase or reduce
operational risks and complexity.
Personalised Support
Additional Day
Customers who require additional operational and technical assistance
time or additional support reviews can purchase additional days through
the Personalised Support Additional Day option. The ASM will work with
the Customer to identify requirements and schedule HP engagements
accordingly.
Access to technical
expertise through
Technical Services or
Proactive Select
The provision of technical expertise is a exible way to augment and
complement the Customer’s own IT team skills, providing specialist capacity
on an as-needed basis. If the Customer wishes to access technical services
from HP, such services can be provided through the per-event HP Technical
Services portfolio or by purchasing annuity Proactive Select credits.