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 4. Optional enhancements
Feature or service
Microsoft technical services
Other optional, technology-specific
enhancements
Delivery specifications
Microsoft Technical Services (MTS) are based on the Microsoft Authorised Premier Support program. The HP Mission Critical Services portfolio can
be complemented with the MTS, providing Microsoft deliverables designed by HP and Microsoft on the basis of the Gold Partnership for Support
Services. MTS benefits customers who want to work with a single service provider that can support a broad range of needs, without sacrificing a
direct link to Microsoft in case this is needed. Microsoft Technical Services, available in select countries, are provided by HP in cooperation with
Microsoft and may include deliverables such as, Microsoft technical account management, TechNet and Premier Online access and joint planning,
resolution and escalation management.
Optional technology-specific proactive support for products such as SAP or HP OpenView are not available for PE. Contact a local HP sales office
for detailed information about the HP Proactive 24 or HP Critical Service packages.
Specifications
Table 5. Enabling technologies and tools
Delivery specifications
To support PE customers, HP uses a suite of technologies and tools that simplify the management of diverse IT environments. These tools provide a
single remote support solution for multiple operating systems and technologies, to assist the Customer in reducing support costs and complexity.
The primary tool within the remote technology suite is HP’s Instant Support Enterprise Edition (ISEE). ISEE provides a wide range of proactive capabilities,
including automatic collection of configuration and topology data and collection of supported Customer assets to help Customers manage their IT
inventory. ISEE also offers continuous event monitoring and automated notification of potential problems when hardware support is optionally added.
Taken together, these capabilities help Customers maximise system uptime, turn unscheduled events into scheduled maintenance, and receive faster
problem resolution when problems do occur.
ISEE also assists HP’s high-availability support engineers in faster problem resolution. This is accomplished using ISEE’s remote troubleshooting
and diagnostic tools, as well as the tool’s capabilities to provide specific details of the Customer’s configuration, identify configuration changes,
and systematically analyse the Customer’s configurations for irregularities.
Recognising that any remote support solution must provide complete security for the Customer’s IT environment, ISEE employs rigorous security tools
and processes. HP's security architecture provides both data integrity and transaction security through a multi-level, layered structure. This includes
encryption, authentication, industry-standard security protocols, and HP best practices integrated at the physical, network, application, and operational
levels. HP support engineers access the Customer's monitored systems in a secure and safe manner through a single secure HP access point.