User Manual

Data sheet
Page 17
Table 5. Optional enhancements (available with both HPE Proactive 24 Support Services and
HPE Proactive 24 Contractual service, unless otherwise noted)
continued
Feature or service Delivery specifications
Open network
environment support
(network)*
Hewlett Packard Enterprise can also offer a single point of contact for reactive and proactive support for many open (multivendor) networks. HPE will
troubleshoot and perform fault isolation for the Customer's multivendor network and manage problem resolution. In addition, HPE will incorporate the
multivendor devices in the Customer's account support plan, support reviews, and activity reviews.
* The “Open SAN environment support” and “Open network environment support” features are only available as part of HPE Proactive 24 Contractual
service.
Table 6. Enabling technologies and tools
Service focus Description
Enabling technologies
and tools
To support HPE Proactive 24 Customers, Hewlett Packard Enterprise uses a powerful suite of tools and technologies for managing complex and diverse
IT environments. Remote support technologies integrate management of multiple servers, operating systems, and networking and storage devices.
This suite of remote support technologies provides a wide range of proactive capabilities, including continuous event monitoring, automatic collection of
configuration and topology data, and automated notification of potential problems. Taken together, these capabilities help the Customer improve system
uptime, turn unscheduled events into scheduled maintenance, and receive faster incident resolution when incidents do occur.
The electronic remote monitoring and support provided by these remote support technologies also help Hewlett Packard Enterprise service specialists
resolve incidents faster. This is accomplished using remote troubleshooting and diagnostic tools, as well as capabilities to provide specific details of the
Customer’s configuration, identify configuration changes, and systematically analyze the Customer’s configurations against HPE standard best practices.
Recognizing that any remote support solution must provide security for the Customer’s IT environment, these remote support technologies comply with
industry-standard security tools and practices. HPE’s rigorous security architecture helps provide data integrity and transaction security through a
multilevel, layered structure utilizing encryption, authentication, industry-standard security protocols, and industry best practices integrated at the
physical, network, application, and operational levels.
The Customer is responsible for maintaining the contact details configured in the remote support solution that HPE will use in responding to a device
failure.
Table 7. HPE Technology Services Support Credits
Service focus Description
HPE Technology
Services Support
Credits
HPE TS Support Credits address the Customer’s need to maintain efficiency, cost-effectiveness, and quality within the Customer’s IT environment. The
Customer has the flexibility to choose from a variety of service activities ranging from virtualization, storage data management, infrastructure
optimization, power and cooling, assessments, security, performance analysis, and firmware management. These service activities cover a broad spectrum
of IT technology domains, including servers, blades, operating systems, storage, SANs, networks, and ISV software. The goal of HPE TS Support Credits is
to provide the flexibility that the Customer needs by filling resource gaps and providing specialized expertise whenever it is required. The ASM can help
determine how these services can be tailored to fit the Customer’s needs. Consult a Hewlett Packard Enterprise representative for a comprehensive list of
available services.
The ASM can help determine how these services can be tailored to fit the Customer’s needs. Consult a Hewlett Packard Enterprise representative for a
comprehensive list of available services.
This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett
Packard Enterprise.