HP Hardware Support Service
HP System Support Service
Technical File ID: HS_05
4 of 13
1.9
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.
1.10
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.
1.11
Remote Electronic
System Support
Briefing:
For customers who meet minimum requirements, Instant Support Enterprise Edition (ISEE)
real-time remote event management provides diagnostic software for eligible products. This
software monitors equipment status and generates notification events when certain
predetermined conditions are detected. Notification events are then forwarded to HP for
review and possible support action.
Notes:
1．
Choice of one of the “Service Level Selection” from the above-mentioned “Based on the support service
of servers or storage devices”;
2．
The “HP Response Center and Telephone Servicing Promise” schedule shall be the standard for the
above-mentioned “Timing”
Table2. Proactive Services for Server and Storage
Features Description
2.1
Remote Electronic
System Support –
ISEE Standard
Edition
Unit: Server
Frequency:
1*Configuration;
24*7 Monitoring
Briefing:
For customers requiring the lowest level of technical requirements, HP provides Instant
Support Enterprise Edition (ISEE) real time remote management software, which can monitor
the device status within the contract range. Once a hidden danger is detected, a notification
is immediately sent to HP for inspection and providing of support services.
Scope of Work:
• Flow of installation and configuration:
System survey
Customer environmental preparation
Software installation
ISEE work environment configuration
System testing
Maintenance training
• Daily monitoring and control tasks:
Incident inspection and notice
Incident filtering
Remote solving of problems through diagnosis script
Periodic collection of system configuration information
HP takes over and examines the case
Auto problem reporting in the HP problem reporting system