User Manual

Data sheet
Page 5
Service feature highlights continued
Table 5. Optional enhancements (available with both HPE Proactive 24 Support Services and HPE Proactive 24 Contractual service,
– Enhancement for SAP
– HPE fundamental ITSM
improvement service
– Open SAN environment support
(available with HPE Proactive 24
Contractual services only)
– Open network environment support
(available with HPE Proactive 24
Contractual services only)
Table 1. Hewlett Packard Enterprise account team
Feature or service Delivery specifications
Core features
Assigned ASM Hewlett Packard Enterprise assigns an ASM to the Customer's organization. The ASM is the Customer's technical focal point for the ongoing support of
the IT environment. The ASM, together with trained IT experts, form the Hewlett Packard Enterprise account team. The ASM acts as the lead for this
HPE team and works with the Customer to develop, and routinely review, a mutually agreed-upon account support plan designed to help meet the
Customer's IT objectives. Additional activities are:
•
Operational and technical advice and sharing of HPE best practices
•
Coordination of proactive activities
•
Coordination of additional HPE resources when specific skills are needed (such as storage or network specialists)
•
Conducting support planning and reviews
•
Conducting support activity reviews
•
Monitoring issues, patches, and advisories that could impact Customer's environment
•
Operating system patch analysis and management
•
Firmware analysis and recommendation (for storage and SAN devices)
•
Trend and service activity reporting
•
Recommendation of preventive activities
The required deliverables will be provided either remotely or onsite, at the discretion of HPE. The account team is available Monday through Friday
excluding HPE holidays, during standard HPE business hours. If requested, the team may be available at other times, as mutually agreed upon and
scheduled in advance. (Support outside standard business hours is purchased separately and is subject to local availability. Please check with a local
Hewlett Packard Enterprise office for details.)
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.