HP Critical Service

HP Mission Critical Service
Technical File ID: CS_05
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1.4
Annual System
Configuration
Management and
Update
Briefing:
System and Storage configuration information is crucial to system maintenance. HP engineer
provides configuration management and update service for hosts and storage systems covered
by Critical Service. In addition, HP engineer will provide customers with detailed host
and storage configuration, and update configuration files when changes take place with
system configuration.
Scope of Work:
• Customers brief introduction and contact information
• System network connection graph
• Main device configuration
• Mainframe configuration information
• Database configuration information
• Storage device configuration information
• Network device configuration information
• HP customer service contact information
1.5
Annual System
Upgrade Change
Management
Briefing:
Since system changes are inevitable, therefore correct change management is crucial. You
may select technical services for change management. When performing major changes to your
systems, HP specialists will help you with system change management, minimizing risks and
possible business interruptions.
Scope of Work:
• Specifics and definitions of system modification requirements;
• Completion of environmental evaluation;
• Establishment of a clear system modification plan;
• Completion of risk evaluation;
• Establishment of a response plan in accordance to the correspondence risk factor;
• Establishment of a clear examination and acceptance standard and test plan;
• Submission of feasible system modification implementation plans and recommendations;
• Review of completion of system modification.
1.6
Annual Hardware
Recovery Process
Rehearsal
Briefing:
To improve problem-solving efficiency and optimize testing process, HP organizes rehearsal
of hardware recovery process for customers so as to get them acquainted with the process
and improve collaboration between HP and customers, thereby ensuring the quick fix of
failures when they occur.
Scope of Work:
• User calls the response center 800, and uses the corresponding pin code to log in to
report problems (Specifying that it is a rehearsal as agreed upon). If HP response center
could not be dial through, user is requested to call the ASE, who is required to contact
the response center;
• RCE will work hand in hand with the user personnel, connect the modem for remote
diagnosis, and to dial and get through the user faulty machine;
• RCE will inform the 24*7 CE of the make up spare parts required;
• RCE will contact the response center Mission Critical support expert;
• 24*7 CE will proceed to the user location, and will inform the depot shift of the user
location;
• CE arrives at the customer location;
• Depot will send the required spare parts to the customer location.