HP Critical Service

HP Mission Critical Service
Technical File ID: CS_05
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Service Feature Highlights
Items Features
Environment
Support(Table 1)
1. Assigned Customer Support Team
2. Annual System Maintenance Process
Building and Maintenance
3. Annual High Availability Health Check
–AHC
4. Annual System Configuration Management
and Update
5. Annual System Upgrade Change Management
6. Annual Hardware Recovery Process Rehearsal
7. Electronic Remote Support (for Eligible Products
Only)
8. Access to Technical Resources
9. Remote Electronic System Support– ISEE Advanced
Edition
10. VIP Numbers Take Precedence in Accessing
Critical Business Response Center
Reactive Software
and Hardware
Service for Server
and Storage
Devices(Table 2)
1. Mission Critical Team 24*7 Response
2. 6 Hours Call to Repair – 6H CTR
3. Remote Problem Diagnosis and Support
4. Recovery Priority
5. Parts and Materials
6. Local Dedicated Spare Parts Stocking
7. Work to Completion
8. Escalation Management Service
9. Software Product and Documentation Update
10. License to Use and Copy Software Product Update
Proactive
Services for
Server(Table 3)
1. Remote Electronic System Support –
ISEE Advanced Edition
2. Quarterly Patch and Firmware Analysis
3. Monthly System Health Check(SHC)
4. Half Year Preventive Maintenance - PM
5. Quarterly System Performance Analysis: System and
Oracle Database
6. Data Backup Plan Design and Assessment
Proactive
Services for
Storage(Table 4)
1. Remote Electronic System Support –
ISEE Advanced Edition
2. Quarterly Firmware Analysis
3. Half Year Preventive maintenance - PM
4. Annual High Availability Storage Assessment - HASA
5. Half Year Storage Configuration Check
Technical
Services:
¾ Selectable in
Environment
¾ Optional
Services
(Table 5)
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 6)
1. Onsite Spare Parts Stocking
2. Defective Material Retention
3. Software Onsite Service
4. iPAQ Display System
5. Information System Intelligent Operations
Management Service – Smart ITSM
Other Optional
Service
Additional Service
Notes:
1． Environment Support：Compulsory Contents of Critical Service（CS）;
2． Reactive Software and Hardware Service for Server and Storage Devices：Compulsory Contents for Server and
Storage Devices with Critical Service（CS）subscribed;
3． Proactive Services for Server：Compulsory Contents for Servers with Critical Service（CS）subscribed;
4． Proactive Services for Storage：Compulsory Contents for Storage Devices with Critical Service（CS）subscribed;
5．
Technical Services：Within an environment, one of the technical topic can be selected for implementation
annually, and the customer is eligible to subscribe any technical services listed here;
6．
Optional Services：Other services that requires additional fees.