HP StorageWorks XP24000/XP20000 Disk Array Owner Guide (AE131-96081, September 2010)

24x7 to ensure maximum system availability by providing intelligent event diagnosis, and automatic,
secure submission of hardware event notifications to HP, which will initiate a fast and accurate
resolution, based on your product’s service level. Notifications may be sent to your authorized HP
Channel Partner for on-site service, if configured and available in your country. The HP Insight Remote
Support products available for the XP24000/XP20000 disk arrays are described in Table
17 on page 44.
NOTE:
HP Insight Remote Support Standard is not supported on XP Disk Arrays.
Table 17 HP XP24000/XP20000 Disk Array Remote Support Products
ApplicationDescription
HP
Product
For customers that fully commit to use HP Remote Support. It uses HP Insight
Remote Support for XP Remote Device Monitoring utilizing LAN/Internet
connectivity and Remote Device Access Support. This configuration is re-
quired to meet the objectives of XP disk array’s Internet connectivity with
Remote Device Access initiative and prerequisites for Critical Support con-
tracts. HP recommends that the AE241A product with Internet connectivity
should be utilized for all new XP installations, to ensure the optimal support
model and highest TCE.
HP XP Remote
Device Access
w/LAN Support (Re-
commended)
AE241A
For customers that commit to utilize Internet and Insight Remote Support
connectivity for XP Remote Device Monitoring but will not allow for Remote
Device Access to the XP array from HP for proactive and critical support
processes. With no Remote Device Access, Critical Support contract pre-
requisites cannot be met.
HP XP No Remote
Device Access
w/LAN Supp (De-
fault)
AE242A
For customers that will commit to utilize remote support connectivity via
modem rather than LAN/Internet connectivity. Modem is older technology
that is significantly less reliable than LAN/Internet connectivity, is less cap-
able, does not support some features for Remote Device Access, and gen-
erally should not be considered for new installations. The AE243A product
is only allowed for customers that have valid reasons for not using Internet
connectivity. The initial cost of this configuration only covers the additional
warranty support cost to HP during warranty period. Other additional costs
can also be incurred for support contracts for customers who do not have
LAN configured. Factory Authorization will be required to order this product.
Proof of a valid reason that Internet connectivity is not allowed must be
provided for Factory Authorization approval.
HP XP Modem Re-
mote Support
AE243A
For a customer whose strict security protocols specifically prohibit inbound/
outbound traffic to/from the data center and thus will not allow Remote
Support connection by either modem or LAN/internet connectivity; but does
have Mission Critical Services with Customer Engineer onsite included in
the terms of the support contract. Factory Authorization will be required to
order this product. Proof of valid Customer Engineer onsite Mission Critical
support contract must be provided for Factory Authorization approval.
HP XP Mission Critic-
al No LAN Support
AE244A
Troubleshooting the HP XP24000/XP20000 Disk Array44