HP Critical Service

HP Mission Critical Service
Technical File ID: CS_05
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Specifications
Table1. Environment Support
Features Description
1.1
Assigned Customer
Support Team
Briefing:
HP assigns critical business account support team comprised of trained and certified IT
specialists to provide proactive and reactive services for your IT environment, rendering
support for your fulfillment of business goals. The team includes:
• Critical business customer service representative
• Critical business response center engineer
• Critical business system engineer
• Assigned contract administrator
Critical Service specialists are your support representatives, technical consultants and
principal contacts, responsible for coordinating onsite support. Critical Service
specialists work closely with your technical staff and IT management staff, providing
guidance in the respect of the building and maintenance of high-availability environment.
To achieve your business goals, Critical Service specialists will work with you to formulate
and periodically check mutually agreed-upon Account support plan (ASP). Your Critical
Service specialists will also arrange and provide technical services, conduct service
review, transfer practical experience and knowledge, manage relevant projects, and
participate in your internal meetings on system building and maintenance. As your HP product
consultant, Critical Service specialist will help you exchange with relevant people at HP
and coordinate expert resources if necessary.
Critical business response center engineers and system engineers take charge of your
specific technical support work, including failure diagnosis, software and hardware
maintenance, system improvement and upgrade. Being familiar with your system architecture
and configuration, the assigned engineer is able to resolve problems and potential troubles
quickly.
• Account Service Plan(ASP):
Account support plan (ASP) defines the roles and responsibilities of HP and the customer.
Critical Service specialists will work with you to formulate your annual Account support
plan (ASP) through consultations, produce and maintain documents relevant to your system,
so as to ensure that the support is aligned with your IT objectives.
• Operational Review(OR):
Operational Review (OR) is an exchange mechanism. With OR, HP account support team will
work with your team to review past activities and work out future work plans. The meeting
will be held on a quarterly basis, focusing on the implementation and change of Account
support plan (ASP), and the status of ongoing support tasks. The meeting is designed to
ensure that our support is in step with your work plans perfectly.
• System Operations Consulting:
HP service representatives will provide consulting service on the operations or building
of your systems in light of the specific condition of your systems, corporate goals and
work objectives of the IT department. Through technical consultation, they provide you with
proposals or recommendations for improvement, helping you build and improve systems. In
routine work, when you need consultancy on system operations or building, you may directly
contact HP service representatives for discussion.
• Site Environment Survey: