HP Proactive 24 Service

HP Mission Critical Services
Technical File ID: P24_05
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Specifications
Table1. Environment Support
Features Description
1.1
Assigned Customer
Service
Representative
Briefing:
Account Support Engineer (ASE) is your support representative, technical consultant and
principal contact, responsible for coordinating on-site support. Account support engineer
(ASE) will work with your technical staff and IT management closely, and provide guidance
in the building and maintenance of high-availability environment. To achieve your business
goals, the account support engineer (ASE) will work with you to formulate and regularly
review mutually agreed-on account support plan (ASP). Your ASE will also arrange and provide
technical services, conduct support review, transfer practical experience and knowledge,
manage system-related projects, and participate in your internal meetings on system building
and maintenance. As your HP product consultant, ASE will help you exchange with technical
and management people at HP and coordinate expert resources if necessary.
Scope of Work:
• Support service representative
• Technical consultant
• Main point of contact
• Coordination of onsite support services
• Provide high usability environmental construction and maintenance guidance
• Establish and periodically inspect the agreed Account Support Plan (ASP)
• Arrangement and providing of technical service
• Conduct Operational Review (OR)
• Impart practical experiences and knowledge
• Management of relevant system item
• Participation in customers internal meetings related to the construction and
maintenance of the system
• Facilitating interaction between the customers technical staffs and the multitude of
HP technical and management staffs
• Coordination of expert resources
• Dealing and resolving of problems in accordance to the local user requests
• Customer service representative shall submit the fault-handling report within 3 working
days for upgraded problems resolved
• HP is the first point of response for non-HP product support in the onsite environment,
and will cooperate with the company till the problem is resolved. Customer service
representative is the main point of contact.
Requirements：
• More than 5 years of IT work experiences
• Broad range of relevant industry background knowledge
• Good communication skills
• Passed NI62 (HP Critical Service belief and model) training
• IT Service Management (ITSM) experiences
• Passed Key Account Management Certification (Including the ability to establish support
plan and usability evaluation)