HP Proactive 24 Service

HP Mission Critical Services
Technical File ID: P24_05
7 of 20
2.7
Software Product
and Documentation
Update
Briefing:
As HP releases updates to the Customer’s HP software, the latest versions of the software
and reference manuals are made available to the Customer’s system administrator with your
reply to HP’s notification. Possible medium types for software and documentation update
include tapes, disks, paper, email and CD-ROM. You may use and copy update software to systems
covered by HP system support pursuant to HP Terms and Conditions of Sales and Services.
Technical support and instructions will also be provided to customer when it is required
to install or run the latest software revision.
2.8
License to Use and
Copy Software
Product Update
Briefing:
Customer can use and copy the supplied updates to HP or third-party software covered by
this service as described in SO01SP – HP SINGLE ORDER TERMS FOR SUPPORT.
Notes:
1．
Choice of one of the “Service Level Selection” of 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”
Table3. Proactive Services for Server
Features Description
3.1
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