2 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Specications
Table 1. HP support resources
Feature Delivery specications
Remote support
resources
The Customer has access to the following trained technical specialists.
Technical account
manager (TAM)
Technical account managers (TAMs) are a shared, remotely located team of
specialists providing proactive services. HP employs HP Remote Support
Technology to provide the Customer with scheduled product-based
proactive rmware and software revision analysis, proactive scans and
incident reporting. TAMs are available during standard HP business hours
to discuss these reports and recommendations, as required.
Technical solution
specialist (TSS)
Remote technical solution specialists (TSS) provide all remote incident
support and handle the Customer’s problem from call receipt to call
closure. A TSS may elect to engage additional specialist resources, as
required, to help resolve the problem. Even when additional resources are
used, a TSS remains engaged from incident creation through to closure to
help ensure a consistent end-to-end support experience for the Customer.
Table 2. Problem prevention
Feature Delivery specications
For each of the devices covered by Proactive Care, HP will provide a set of
standard reports that can help the Customer identify the risks within their
environment and manage their environment more eectively. The report
uses HP Remote Support Technology to capture the necessary revision and
conguration data. These reports are provided over the contract period
on a set predetermined schedule. This schedule may be set or modied
at the start of the service contract to align with specic Customer change
management timetables. Once the report is received, the Customer can
review the report content with an HP TAM to gain a better understanding of
the recommendations and observations contained within the report.
Firmware and Software
Version Report and
recommendations
IT reliability and stability can be impacted by the levels of the Customer’s
software and rmware revisions. Twice a year, HP reviews the products under
the Proactive Care contract to verify that they are at recommended revision
levels. HP provides the Customer with a report containing recommendations
for applicable software versions, patches, and rmware revisions for each
covered device. A TAM is available on Customer request to discuss these
recommendations. HP performs the following core deliverables using
the HP Remote Technology tool suit as part of the rmware and software
version recommendation activity.
Firmware release and recommendations
For HP BladeSystem environments and HP ProLiant servers, the rmware
analysis includes the enclosure and all its components within the enclosure
covered by Proactive Care, including server and storage blades, power and
cooling components, networking, interconnects, and HP Virtual Connect
technology. For storage and network devices, the rmware analysis includes
any supported devices covered by the Proactive Care contract. If requested
by the Customer, HP will provide on-site installation during standard business
hours for rmware that is dened by HP as non-customer-installable and
which cannot be installed remotely.
HP can provide telephone support for rmware dened as customer-
installable during the related hardware device support coverage window.
The Customer can purchase additional services to install customer-
installable rmware.
Incident management
• Enhanced call experience
• Enhanced escalation management
• Phone Home capability*
• Basic Software Support for non-HP software
products
• Collaborative Call Management on non-HP
software products
• Knowledge and information access
• Replacement parts and materials
Incident management service levels
• Hardware reactive support choices
– HP Next Business Day Proactive Care Service
– HP 4-hour 24x7 Proactive Care Service
– HP 6-hour Call-to-Repair Proactive Care
Service
• Software reactive support
– 24x7 software support
– Non-critical software response
– Software product and documentation
updates
– Licence to use software updates if purchased
from HP
– HP recommended software and
documentation updates method
Additional feature for Proactive Care with
defective media retention services
• Defective media retention
• Optional comprehensive defective material
retention
Optional Service Features
• Personalised support option
– On-site and/or remote operational and
technical advice
– Support planning
– Ongoing support review meetings
• Personalised Support Additional Day
• Access to technical expertise through Technical
Services or Proactive Select
* Utilises HP Remote Support Technology for
delivery
