HP Critical Service

HP Mission Critical Service
Technical File ID: CS_05
8 of 25
1.7
Electronic Remote
Support
Briefing:
As a part of this service, HP will provide access to system-related electronic and Web-based
tools and services, such as firmware updates and patch services. This site may be accessed
on the Web at http://www.itrc.hp.com.
As a Support Service contract holder, the Customer has access to services available to all
registered hardware support users, plus additional capabilities, such as conducting
Web-based searches of technical support documents to facilitate problem-solving; submitting
and checking the status of onsite hardware support service requests; and accessing the
passwords required to use HP proprietary diagnostic tools.
1.8
Access to
Technical Resource
Briefing:
Customers can access HP technical resources via telephone, or electronic communication,
for assistance in resolving software implementation or operations problems.
1.9
Remote Electronic
System Support –
ISEE Advanced
Edition
Briefing:
HP critical business electronic system monitoring system (ISEE Advanced Edition)
facilitates tracking system changes, and provides the customers with alarm for system
problems by tracking configuration changes and log pre-warning, trying to identify and solve
problems before the system operation disrupts. HP’s unique technology may provide failure
pre-warning to the maximum, so as to improve the availability of the IT environment and
your IT system monitoring.
1.10
VIP Numbers Take
Precedence in
Accessing Critical
Business Response
Center
Briefing:
HP provides Critical Service (CS) customers with a dedicated phone support center. Using
VIP number, customers do not have to wait after getting through to the response center.
Critical business response center engineers will promptly respond to your calls, and quickly
diagnose and handle problems, thereby shortening system restoration time and improving
system availability.
Table2. Reactive Software and Hardware Service for Server and Storage Devices
Features Description
2.1
Mission Critical
Team 24*7 Response
Briefing:
HP provides specialized helpdesk center for CS customers, who need not wait after accessing
the response center with a VIP number, where the engineers of the response center will answer
your call immediately, and provide speedy diagnosis and resolve problems so as to reduce
system malfunction recovery time and to increase system usability.
Time:
• Service Timing: 24 hours/day, 7days/week (24*7)
• Response Timing of Response Center: 15 minutes within receiving and solving of problem
2.2
6 Hours Call to
Repair- 6H CTR
Briefing:
HP commits six-hour call-to-repair for hardware problems (recovery of operating system and
other software is not covered by call to repair commitment). 6-hour hardware call-to-repair
commitment is available for the sites located within 80 km of a primary HP support office.
For site beyond 80 km, please refer to the response time in Table 7. Limitations on this
service will be described in the Service Limitation at the end this document.