HP Proactive 24 Service

HP Mission Critical Services
Technical File ID: P24_05
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1.3
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
1.4
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.
1.5
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.
1.6
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.
1.7
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.