HP System Support Service

HP System Support Service
Technical File ID: SP_05
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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
2.2
Half Year
Preventive
Maintenance - PM
Unit: Server
Frequency:
2 Times/Year
Briefing:
An HP engineer visits the Customer’s site at regularly scheduled intervals to perform
diagnostics, checkup error logs on covered systems to find potential software and hardware
problems, and, if necessary, address mechanical or electronic system complaints and clean
or replace worn or defective parts.
HP engineer may also check up for potential problems by inspecting cables and cable
connections or visual status indicators of covered hardware, checking temperature and
humidity levels and comparing them with vendor’s recommendations, and installing
applicable engineering improvements and firmware updates as required, in the opinion of
HP, to maintain the system equipment. HP engineer will work out a final report on system
status.
For non-HP selected equipment, customers may select preventive maintenance if they deem
it necessary.
Scope of Work:
• Site environmental check
• Mainframe hardware check
• System log check
• Cluster check
• Storage peripheral equipments check
• System configuration check
• System backup check
• System collective performance evaluation