User Manual

Data sheet
Page 8
Table 2. Proactive features continued
Feature or service Delivery specifications
Core features
Storage high
availability evaluation
(storage)
Annually, Hewlett Packard Enterprise performs a high-availability evaluation on one Customer storage array. The evaluation includes an analysis of the
physical environment, the array's configuration, and its firmware and software versions. Upon completion, HPE provides the Customer with a report and
briefing to review the findings and recommendations.
Storage array
preventive
maintenance (storage)
For the Hewlett Packard Enterprise XP Disk Array product family, HPE proactively provides an annual onsite visit at a mutually agreed-upon time. During
these visits, a hardware specialist performs preventive maintenance of electronic system components in accordance with the storage array operational
specifications.
SAN services module
core deliverables
Hewlett Packard Enterprise will perform the following SAN services module core deliverables when the Proactive SAN Services module is purchased.
SAN firmware and
software analysis and
management (SAN)
On a semi-annual basis, Hewlett Packard Enterprise reviews any SAN-related software and firmware updates and provides a recommendation for
applicable software and firmware updates specific to the Customer’s HPE Proactive 24 environment. HPE will also provide upgrade planning assistance
for the recommendations. Per Customer request, HPE will provide basic support for the installation of recommended updates via telephone.
SAN supportability
assessment (SAN)
Hewlett Packard Enterprise assesses the supportability of the Customer's SAN. Issues with the potential to impact stability or supportability are identified
and change recommendations are made. An initial SAN supportability assessment is included the first time SAN support is selected. The assessment is
updated in each subsequent year for which SAN support is continued.
Network services
module core
deliverables
Hewlett Packard Enterprise will perform the following network services module core deliverables when the Proactive Network Services module is
purchased.
Network firmware and
software analysis and
management
(network)
Periodically, there are new releases of network firmware and software updates from Hewlett Packard Enterprise and from organizations for which HPE is
an authorized service provider. These updates may address potential incidents, may provide added functionality, and may help improve performance. If
they are applicable to the Customer’s HPE Proactive 24 environment, the Hewlett Packard Enterprise account team will review these new releases with
the Customer during the support planning and reviews.
Network critical
incident notification
(network)
Hewlett Packard Enterprise will notify the Customer about critical software incidents that may impact network operation, when HPE determines that it is
necessary. The notification is specific to HPE network device software and network device software from organizations for which HPE is an authorized
service provider, and when all devices are within the scope of the HPE Proactive 24 environment.
Network asset report
(network)
Annually, Hewlett Packard Enterprise completes a network equipment audit to map the Customer’s network topology. In addition, the Customer will
receive a report describing the network hierarchy, network software versions, hardware devices, and changes made since the previous audit.
Optional features Optional features are available at an additional charge.
Additional operating
system patch analysis
and management
(server)
If the Customer's IT environment includes multiple versions of an operating system or a hypervisor, Hewlett Packard Enterprise will provide additional
patch analysis and management, at Customer's request. This option provides one occurrence of patch analysis and management for one operating
system or hypervisor.
Additional advice and
assistance
(environment)
Customers who require additional proactive help may purchase additional advice and assistance to be performed by various members of the Hewlett
Packard Enterprise account team. Topics addressed may be either technical or operational. The ASM will assist in determining these activities based on
the Customer's needs. Additional agreed-upon services are provided during standard HPE business hours unless after-hours assistance has been
purchased. Please contact a local Hewlett Packard Enterprise representative for further details.
Additional hardware
advice and assistance
(environment)
Additional proactive, customized hardware assistance is available for purchase. Additional agreed-upon services are provided during standard HPE
business hours unless after-hours assistance has been purchased.
Please contact a local Hewlett Packard Enterprise representative for further details.
Additional HPE TS
Support Credits
(environment)
This option provides ten (10) HPE TS Support Credits. The Customer has the flexibility of choosing an activity from the pre-defined credit menu, or
working with the ASM to define a custom activity based on the Customer's needs. See Table 7 for more detailed information.
HPE Education credits
(environment)
The Customer may purchase credits for HPE Education to allow staff members to expand and strengthen their technical and process knowledge.
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.