HP Critical Service

HP Mission Critical Service
Technical File ID: CS_05
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Site environment is one of the key factors affecting the system stability. HP engineers
will check the customer's site environment according to the requirement of equipment on
environment and provide solution recommendations. HP computer products are designed to
operate within specific power, temperature, airborne contaminant, and humidity ranges. Your
engineer periodically monitors these environmental conditions at your site and advises you
of necessary modifications.
• Installation Advisory Support:
If customers encounter difficulties during installation and updating of new products, HP
will provide necessary consultative support. This service dose not includes onsite service.
If onsite service is required, see the “software onsite service” of “Optional services”
(Table 6).
Scope of Work:
• Designated Mission Critical Service Support Team
• MCASC/ASE:
 The link between the customers and HP, engaged in providing technical service for
ensuring system operation, and to work closely with the customers to uphold the
high level of usability of the system
 Responsible for answering customers queries on service level for the purchasing
of computer systems
 Responsible for coordinating the software and hardware onsite service and
explaining the technical specifications
 Responsible for the drafting and implementation of service support plan, and to
help customers to determine the required products and services, including
consultation and training services, and to participate in relevant internal
meetings and other activities according to the agreed upon timings of both parties
 Responsible for drafting of the relevant work procedures with the customers
 Responsible for coordinating upgrading of problems
 Responsible for preparing customer reports like service summary
 Responsible for analysis of patches
• MCSE:
 Responsible for providing customers with services like software and hardware
installation and maintenance
 Helping MCASC/ASE to draft the service support plan
 Responsible for inspecting of customers systems periodically
 Responsible for the implementation of “Service Note”
 Responsible for the preventive maintenance of the systems
 Responsible for monitoring and tracking of customers system changes, and to update
the layout plan
• Designated MCRCE:
 Responsible for providing remote support under the premise of understanding the
computer software environment, and log down on telephone the periodic software
service check to detect potential problems for the customers
 To table a solution in the shortest possible time when emergencies occur, o as
to reduce system malfunction to the greatest extent
 Responsible for the information checking of the monitoring system for critical
business electronic system (ISEE Advance Edition)
 Responsible for contacting departments like WTEC
 Responsible for background assistance and support for onsite engineers
 Responsible for the analysis of Patch “Service Note”