HP Proactive 24 Service

HP Mission Critical Services
Technical File ID: P24_05
2 of 20
Service Feature Highlights
Items Features
Environment Support (Table
1)
1. Assigned Customer Service Representative
2. Annual System Maintenance Process
Building and Maintenance
3. Annual System Configuration Management
and Update
4. Annual System Upgrade Change Management
5. Electronic Remote Support (for Eligible
Products Only)
6. Access to Technical Resources
7. Remote Electronic System Support– ISEE
Standard Edition
Reactive Software and
Hardware Service for
Server and Storage Devices
(Table 2)
1. Service Level 1: 24*7*4
2. Service Level 2: 12 Hours Call to Repair
-12H CTR
3. Remote Problem Diagnosis and Support
4. Parts and Materials
5. Work to Completion
6. Escalation Management Service
7. Software Product and Documentation
Update
8. License to Use and Copy Software Product
Update
Proactive Services for
Server (Table 3)
1. Remote Electronic System Support – ISEE
Standard Edition
2. Half Year Patch and Firmware Analysis
3. Half Year System Health Check (SHC)
4. Half Year Preventive Maintenance - PM
5. Data Backup Plan Design and Assessment
Proactive Services for
Storage (Table 4)
1. Remote Electronic System Support – ISEE
Standard Edition
2. Half Year Firmware Analysis
3. Half Year Preventive Maintenance - PM
4. Annual Storage Configuration Check
Technical Services:
¾ Selectable in
Environment
¾ Optional Services
(Table 5)
1. Preventive maintenance - PM
2. System Health Check (SHC)
3. High Availability Cluster Audit
4. System Performance Analysis
5. Site Environmental Assessment
6. Patch and Firmware Analysis
7. Host Security Check
8. Network Security Check
9. Data Backup Plan Design and Assessment
10. High Availability Storage Assessment -
HASA
Optional Services (Table
6)
1. On-site Spare Parts Stocking
2. Software Onsite Service
3. iPAQ Display System
4. Information System Intelligent
Operations Management Service – Smart
ITSM
Other Optional Service Additional Service
Notes:
1． Environment Support: Compulsory Contents of Proactive 24 （P24）service;
2． Reactive Software and Hardware Service for Server and Storage Devices: Compulsory Contents for Server and
Storage Devices with Proactive 24 （P24）service subscribed, choice between 24*7*4 response hardware servicing
and 12 hours hardware repair；
3． Proactive Services for Server: Compulsory Contents for Servers with Proactive 24 （P24）service subscribed；
4． Proactive Services for Storage: Compulsory Contents of Storage Devices with Proactive 24 （P24）service
subscribed；
5． Technical Services: Within an environment, one of the technical topic can be selected for implementation
annually, if there is other needs, the customer is eligible to purchase any technical services listed here；
6．
Optional Services: ：Other service contents that require additional fees