Product Data Sheet / Brochure

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HP Proactive Essentials Service: SW Unlimited or SW

Incident (PE) provides comprehensive software support

paired with proactive services dssgned to improve the

effectiveness of your IT assets. Through combining

proactive services for selected distributions of Windows

Linux

, HP-UX, MPE, OpenVMS, and Tru64 UNIX

;

storage and/or storage area networks (SANs) with

reactive technical assistance, PE may serve to increase

system performance, expedite problem resolution, and

decrease downtime due to software defects.

PE enables you to leverage HP best practices by providing

access to the global technical resources of HP. An

assigned account support manager will serve as your

primary proactive services contact within the HP support

organisation and can coordinate additional specialised

resources if necessary. Initially, your assigned account

support manager develops an understanding of your IT

infrastructure in order to assist you in identifying gaps in

supportability. Subsequently, your assigned account

support manager will review with you annually your

Account Support Plan to help maintain continued goal

alignment. In addition, HP is equipped with leading-

edge remote technologies and tools to proactively

monitor operations, help reduce downtime, and resolve

problems faster.

Although problem avoidance through proactive measures

is the goal, PE includes comprehensive assistance in

case a software problem does occur. To resolve your

problems quickly, PE provides a standard-business-hours,

standard-business-days coverage window with 2-hour

remote response for software issues. You may optionally

upgrade your software support coverage window or

response time. You may also add hardware support with

a choice of repair commitments, coverage windows,

and response times.

For your Windows and Linux operating system software,

both unlimited and incident-based software support are

available. Incident-based software support enables you

to purchase a fixed number of calls (incidents) for use

during the one-year contract term. An incident is defined

as one problem submission. For HP-UX, MPE, OpenVMS,

Tru64 UNIX, and your storage and SAN devices,

unlimited software support is available if the device is

eligible for software support. PE with incident-based

software support is not available for HP-UX, MPE,

OpenVMS, Tru64 UNIX, storage, and SAN.

HP Proactive Essentials Service:

SW Unlimited or SW Incident

HP Customer Support Contractual Services

The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.

Summary of content (16 pages)

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HP Proactive Essentials Service: SW Unlimited or SW Incident HP Customer Support Contractual Services HP Proactive Essentials Service: SW Unlimited or SW Incident (PE) provides comprehensive software support paired with proactive services dssgned to improve the effectiveness of your IT assets.
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HP Proactive Essentials Service: SW Unlimited HP Proactive Essentials Service: SW Incident Windows* Yes Yes Linux* Yes Yes HP-UX, MPE, OpenVMS, and Tru64 UNIX Yes No Storage Yes (for eligible devices) No SAN Yes (for eligible devices) No *Selected distributions In order to address your individual needs, this service is available for selected servers running selected distributions of Windows, Linux, HP-UX, MPE, OpenVMS, and Tru64 UNIX operating environments as well as storage and SANs.
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Specifications Table 1. Customer support team Feature or service Core features Customer support team Delivery specifications A customer support team works with the Customer’s organisation. The team – composed of trained, experienced, HP-certified IT specialists – works with the Customer to address business and IT objectives.
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Specifications Table 2. Proactive features, continued Feature or service Delivery specifications SAN firmware and software analysis and management (single switch) For a single designated SAN switch, HP monitors all general revision updates and, on a semi-annual basis, provides recommendations regarding installable firmware and software updates for the designated SAN switch. Basic support for the installation of these updates is provided via telephone.
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Specifications Table 3. Reactive features Feature or service Delivery specifications Core features Software support 2-hour software remote response support commitment Once a software problem is logged, an HP solution centre engineer will respond to the call within 2 hours. HP provides corrective support to resolve identifiable and Customer-reproducible software product problems. HP also provides support to help the Customer identify problems that are difficult to reproduce.
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Specifications Table 3. Reactive features, continued Feature or service Delivery specifications Remote problem diagnosis and support for hardware products Once the Customer has placed a service request via a designated HP support telephone number, HP will work with the Customer during coverage hours to isolate the hardware problem.
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Specifications Table 3. Reactive features, continued Feature or service Delivery specifications Response time commitment (hardware) Response times and Call to Repair times are dependant on the location of your site in relation to an HP support office. To check service availability, please contact your HP Services representative.
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Specifications Table 3. Reactive features, continued Feature or service Delivery specifications Software support Software response commitment upgrade to 30-minute response for critical calls This upgrade provides 30-minute callback for critical software service requests. This coverage is available for all selected coverage windows. Additional named callers Support for three named callers is included. Support can optionally be purchased for additional callers (for unlimited software support only).
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Specifications Table 4. Optional enhancements Feature or service Delivery specifications Microsoft technical services Microsoft Technical Services (MTS) are based on the Microsoft Authorised Premier Support program. The HP Mission Critical Services portfolio can be complemented with the MTS, providing Microsoft deliverables designed by HP and Microsoft on the basis of the Gold Partnership for Support Services.
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Specifications Table 6. Optional HP technical services Service focus Description HP technical services are an essential part of how HP helps Customers maintain their IT infrastructure performance. Solutions can be customised through the choice of technical service topics that better fit the needs of the Customer's IT infrastructure.
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Service limitations Software support Services provided within the scope of one support contract are restricted to the IT environment under the direct day-to-day management of one IT manager. Unless otherwise specified or arranged, proactive and consultative services are performed during normal HP business hours.
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For hardware support response time, when optionally added For hardware support call-to-repair, when optionally added At the discretion of HP, service will be provided using a combination of remote diagnosis and support, services delivered onsite, and other service delivery methods. Other service delivery methods may include the delivery, via a courier, of Customer-replaceable parts or an entire replacement unit.
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Service prerequisites Customer responsibilities For hardware support response time or call-to-repair, when optionally added The Customer will: For onsite response time commitments of less than 4 hours and call-to-repair time commitments, an upfront audit may be required by HP, as described in Table 3. The hardware response time or call-to-repair time commitment will not take effect until 5 business days after the audit has been completed.
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For hardware support, when optionally added At the discretion of HP, service levels with onsite response time of 4 hours or less may require installation of remote connectivity tools and equipment. If remote support is available and required on the covered equipment, the Customer must provide and allow HP remote access to receive 4-hour onsite response time.
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Call submission Ordering information Problems with covered HP hardware, HP software, or HP software updates can be reported to the HP solution centre via telephone, Internet, e-mail, or fax, where locally available. HP will acknowledge receipt of the service request but retains the right to determine the final resolution of all reported problems. Based on Customer preferences, responses may be delivered via telephone, Internet, e-mail, or fax, where locally available.
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For hardware support call-to-repair, if optionally added Call-to-repair time commitments are selected in lieu of onsite response time commitments. The Customer cannot select both an onsite response time commitment and a call-to-repair time commitment for the same product. Enhanced parts inventory management and upfront audit are included with the call-to-repair time commitment and may not be ordered separately.