Product Data Sheet / Brochure

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Specifications
Table 1. Customer support team
Feature or service
Core features
Customer support team
Assigned account support manager
Solution centre resources
Delivery specifications
A customer support team works with the Customer’s organisation. The team – composed of trained, experienced, HP-certified IT specialists – works
with the Customer to address business and IT objectives.
The team includes:
• An assigned account support manager
• Solution centre resources
The Customer’s team is available at standard business days excluding HP holidays, during standard HP 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 HP office for details.
The assigned account support manager (ASM) is the Customer’s HP advocate and technical focal point for the ongoing HP PE support of the IT
environment. To help address Customer objectives, the account support manager works with the Customer to develop and routinely review a mutually
agreed-upon account support plan. The account support manager also coordinates additional HP resources when specific skills are needed.
For example, technology specialists may be used to deliver the various services (operating systems or technical services).
The account support manager also coordinates support services, conducts support reviews, and transfers knowledge of HP best practices.
Solution centre resources monitor calls placed to the HP solution centre identify potential problems, and handle calls in a timely manner. To help
minimise risks, the solution centre resources perform a detailed patch analysis and review it with the Customer. If a software class problem arises,
these resources contact and work with the Customer or account support manager to manage the implementation and correct the problem.
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 2. Proactive features
Feature or service
Operational and technical
advice (OS/OE)
Account support plan
Support planning and
activity review
OS/OE patch analysis and
management (single server)
Storage firmware and
software analysis and
management (single array)
Delivery specifications
The HP account support manager builds a working relationship with the Customer, helping to align IT goals with Customer resources and enhancing
the capabilities of the Customer’s IT infrastructure. In addition to the guidance and advice provided by the account support manager during ongoing
operations, HP can help minimise risk and possible business disruptions through change management assistance.
The account support plan is developed by the account support manager in collaboration with the Customer’s IT staff. It describes the services HP will
provide, defines roles and responsibilities, provides site-specific information, and reviews the Customer’s assets covered by PE. The plan is updated
semi-annually during the contract period.
The assigned account support manager conducts semi-annual support planning and activity review sessions. During the review, the Customer and
the assigned account support manager discuss the support activity, evaluate ongoing support activities, review agreed-upon metrics, and detail
changes in the Customer’s IT environment. This review also provides an opportunity to discuss trends, planned changes to the IT environment and
operations, and the impact these changes will have on the Customer’s support requirements. In addition, planned software updates to the
Customer’s environment will be discussed. These sessions are open communication forums.
For selected operating systems (OSs) on a single designated server, the solution centre resources monitor all patches as released. Annually, the resource
will perform a patch analysis to determine applicability within the Customer’s configuration and remotely review the results of the analysis with the
Customer. For selected Windows operating systems, HP delivers a written Windows service pack briefing on the designated server, addressing the
features of the latest Windows operating system and server application service packs. For HP-proprietary OSs, HP provides a bundle of patches for
Customer installation. If requested by the Customer, the resource will provide basic information and telephone assistance to enable the Customer to
install the patches.
The Customer is responsible for registering to use the ITRC in order to obtain software product information and download HP software patches.
Additional patch analyses may be ordered to increase the frequency of analysis.
For a single designated storage array, HP monitors all general revision updates and, on a semi-annual basis, provides recommendations
regarding installable firmware and software updates for the designated storage array. Basic support for the installation of these updates is
provided via telephone.