User Manual

Data sheet
Page 6
Table 2. Proactive features
Feature or service Delivery specifications
Core features
General description of
core proactive features
HPE Proactive 24 contains a set of proactive services for the mission-critical IT infrastructure. This service is both modular and scalable. The main
component of HPE Proactive 24 is an environment module that addresses the proactive needs of the Customer's overall mission-critical IT infrastructure
(as specified by the Customer).
HPE Proactive 24 also contains various technology-specific modules that are designed to meet the unique proactive needs of the servers, storage
devices, storage area networks (SANs), networks, and operating systems.
While purchase of the HPE Proactive 24 environment module is mandatory, each technology-specific module is purchased as requested by the Customer
and applicable to the Customer’s specified mission-critical IT infrastructure.
Throughout the following sections within Table 2, each subtitle is followed by a proactive module title in parentheses—for example, Operational and
technical advice (environment). This is to facilitate the understanding of the list of activities that are performed within each HPE Proactive 24 proactive
module.
Environment services
module core
deliverables
Hewlett Packard Enterprise will perform the following environment services module core deliverables as part of HPE Proactive 24.
Operational and
technical advice
(environment)
The ASM builds a strong working relationship with designated members of the Customer's IT management staff and helps to align the Customer's IT
goals with the Customer's resources while enhancing the capabilities of the Customer's IT infrastructure. In addition to the guidance and advice provided
by the ASM during ongoing operations, Hewlett Packard Enterprise can help minimize risk and potential business disruptions through change
management assistance.
Account support plan
(environment)
The account support plan is developed by the ASM after meeting with designated members of the Customer's IT management staff. It is aligned with the
Customer's business goals, IT goals, and critical success factors to help improve the operation of the Customer's IT environment. The plan details the
services Hewlett Packard Enterprise will provide by documenting the Customer's environment and describing the in-depth plan to assist the Customer in
meeting internal service-level agreements. Key objectives of the account support plan are to help the Customer mitigate risk and drive continual
improvement. The plan is updated semi-annually during the contract period to reflect any changes in the Customer's IT goals and business objectives
and to help ensure service alignment.
At the beginning of the HPE Proactive 24 Service support period, Hewlett Packard Enterprise will record technical configuration information specific to
the covered environment, including host hardware and operating system information, storage logical unit number (LUN) maps, and SAN and IP network
topologies, as applicable. This information supports the Customer's daily operations, assists in future planning efforts, and serves to accelerate fault
isolation. The technical configuration information is refreshed semi-annually and documented in the account support plan as well as posted on the
Hewlett Packard Enterprise Support Center Document Repository, https://hpedocrepository.imanageshare.com for the Customer's referral.
Support planning and
review (environment)
The ASM conducts semi-annual onsite support planning and review sessions. During these reviews, the Customer and the ASM review the support
provided by Hewlett Packard Enterprise over the previous period, including key topics arising from the support activity report and the outcome of HPE
Proactive 24 activities. These reviews also provide an opportunity to discuss trends, any planned changes to the Customer's IT environment and
business, and the impact these changes will have on the Customer's support requirements. Any additional support requirements can be identified and
discussed.
These reviews provide an open communication forum to help the Customer share their business and IT goals and help align HPE Proactive 24 with the
Customer’s needs on an ongoing basis. During these reviews, the ASM may share HPE best practices and provide IT operational and technical advice
related to the Customer’s current and future operational needs and projects.
Support activity review
(environment)
Hewlett Packard Enterprise provides the Customer with a quarterly support-activity report that documents reactive support-call information during that
specific period. The report highlights potential risk factors and includes appropriate recommendations.
Site environmental
survey (environment)
Hewlett Packard Enterprise products are designed to operate within specific power, temperature, airborne contaminant, and humidity ranges. While the
Customer is fully responsible for ensuring that the IT environment meets these specifications, HPE periodically (typically together with other scheduled
onsite activities) monitors environmental conditions at the Customer site and advises the Customer of any modifications recommended on the basis of
such reviews.
HPE IT Resource
Center (environment)
Hewlett Packard Enterprise provides a comprehensive online resource for instant, customized knowledge, tools, and service. This one-stop IT site offers
self-solve tools; personalized, reliable assistance; new online training and forums; and instant access to the most comprehensive multivendor,
multiplatform IT content available.
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.