Product Data Sheet / Brochure

2
Service benefits Service feature highlights
Improve the effectiveness of your
IT assets:
• Leverage skills of an assigned
account support manager
• Improve availability with patch
and firmware management
Quickly solve software problems:
• Formalised processes and
problem diagnosis
• Quick access to global
technical resources
• Rapid response to software
problems
Customer support team
(see Table 1)
• Core features:
– Assigned account support
manager
– Solution centre resources
Proactive features
(see Table 2)
• Core features:
– Operational and technical
advice
– Account support plan
– Semi-annual support planning
and activity review
– Annual OS/OE patch analysis
and management
1
– Semi-annual storage firmware
and software analysis and
management
1
– Semi-annual SAN firmware
and software analysis and
management
1
– Annual system health check
1
– Configuration review
– HP electronic information
support
– Education planning assistance
• Optional features
– Additional OS/OE patch
analysis and management
– Additional advice and
assistance
– Additional hardware advice
and assistance
2
– Technical services
– Availability health check
– Availability checkup
– Education credits
– Comprehensive environmental
analysis
Reactive features
(see Table 3)
• Core features (software support
1
):
– 2-hour software remote
response support commitment
– License to use and copy
software product updates
– Software product and
documentation updates
• Optional features (hardware
support):
– Onsite response time
commitment options
– Call-to-repair time commitment
options (in lieu of onsite
response time options)
• Optional features (software
support):
– Software response commitment
upgrade to 30-minute
response for critical calls
– Additional named callers
• Coverage window options
(hardware and software)
Optional enhancements
(see Table 4)
Enabling technologies and tools
(see Table 5)
Optional HP technical services
(see Table 6)
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
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. Each of these services is delivered by a team of
specialists in that particular technology area and is managed overall by your assigned account support manager.
HP offers additional technical and educational services to complement your PE package, allowing you to add on to your PE services to better fit
your IT infrastructure requirements.
When you make PE a part of your computing environment, you work with HP to improve the effectiveness of your IT assets. HP supports your
organisation’s IT endeavors – so you can stay focused on your business and your profitability.
1
Delivery of these features within specific technology areas is dependent on purchase of the appropriate technology
service module(s) (Windows, Linux, HP-UX, MPE, OpenVMS, Tru64 UNIX, storage, SAN)
2
Requires optional HW support
Windows*
Linux*
HP-UX, MPE, OpenVMS,
and Tru64 UNIX
Storage
SAN
HP Proactive Essentials Service:
SW Unlimited
Yes
Yes
Yes
Yes (for eligible devices)
Yes (for eligible devices)
HP Proactive Essentials Service:
SW Incident
Yes
Yes
No
No
No
*Selected distributions