Product Data Sheet / Brochure

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The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 2. Proactive features, continued
Feature or service
SAN firmware and
software analysis and
management (single switch)
System health check
(single server running Windows
or proprietary OS)
Configuration review
HP electronic information support
Education planning assistance
Optional features
Additional OS/OE patch analysis
and management
Additional advice and assistance
Additional hardware advice
and assistance
Technical services
Availability health check
Availability checkup
Education credits
Comprehensive environmental
analysis
Delivery specifications
For a single designated SAN switch, HP monitors all general revision updates and, on a semi-annual basis, provides recommendations regarding
installable firmware and software updates for the designated SAN switch. Basic support for the installation of these updates is provided via telephone.
Annually, HP uses diagnostic tools to assess the computing environment of one server (for selected devices and operating systems). A series of
diagnostic tests will be performed to compare the Customer's computing environment to accepted system management practices. HP then provides a
report that details the findings and highlights the conditions that require resolution or investigation. Additional reviews can be included optionally.
To assist with problem resolution, the Customer will provide inventory, configuration, and topology information, including hardware and software
configurations and firmware revision levels. The account support manager will review the configuration data with the Customer via teleconference
within 30 days of the start of the contract period to establish a configuration baseline, which will be used to develop configuration recommendations.
These recommendations will be discussed in conjunction with the semi-annual support planning and activity review meeting.
HP provides a comprehensive online resource for instant, customised knowledge, tools, and service. This one-stop IT site offers self-solve tools;
personalised, reliable assistance; new online training and forums; and instant access to the most comprehensive multivendor, multiplatform IT
content available. This site may be accessed on the Web at www.itrc.hp.com
The Customer can receive customised course recommendations designed to improve the IT staff’s technical and process knowledge. The Customer’s
account support manager can provide assistance in contacting the HP Customer Education Centre. The Customer can also get advice online by
visiting the interactive training planner at http://education.hp.com/training_planner.htm
If the Customer’s IT environment includes multiple versions of an operating system, additional OS/OE patch analysis and management should be
performed on each version. This option provides one occurrence of additional OS/OE patch analysis and management for one OS or OE.
Customers who require additional proactive help may purchase additional customer support team days to be performed by the account support
manager or solution centre resources. Topics addressed during these days may be either technical or operational. The Customer’s account support
manager will assist in determining these activities based on the Customer’s needs. Additional customer support team days are provided during
normal HP business hours unless after-hours assistance has been purchased.
If hardware support is optionally added, additional proactive, customised hardware assistance is available for purchase. Additional hardware
specialist days are provided during normal HP business hours unless after-hours assistance has been purchased.
HP technical services are an essential part of how HP helps Customers maintain their IT systems performance. HP technical services improve the
Customer’s ability to proactively manage IT configurations and operational practices in order to deliver the stability, performance, and security
required. On occasion, specific services may need to be purchased to meet specific objectives. The Customer’s account support manager can
assist in determining these activities based on the Customer’s needs. See Table 6 for more detailed information.
The availability health check provides the Customer with a summary of potential risks to the business’s computing environment. Through personalised
interviews between HP and appropriate members of the Customer’s IT and corporate staff, HP identifies strengths and weaknesses that affect information
technology service availability. This check provides recommendations for implementing industry-accepted IT service management practices as well as
HP proven best practices, focusing on the elements that directly impact system availability, performance, and reliability.
The availability checkup provides a high-level review of the Customer’s IT infrastructure versus availability requirements. HP evaluates areas including
technology, processes, people, and the physical environment. The results are summarised in a document that provides HP best practices and identifies
areas for improving availability levels and mitigating IT risk factors.
The Customer may purchase credits for education to allow staff members to expand and strengthen their technical and process knowledge.
The analysis provides a complete, detailed review of the physical environment of the Customer’s data centre in regards to temperature, humidity,
electromagnetic fields, electrical systems, radio frequency interference, and emergency systems. A comprehensive report identifies conditions that are
out of specification and recommends ways to reduce downtime due to physical and environmental factors. For an additional charge, HP can provide
guidance in planning and implementing the recommendations.