3HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Table 2. Problem prevention (continued)
Feature Delivery specications
Software version recommendations
HP will provide the Customer with patch analysis and update recommendations
for all supported server operating systems,* virtualisation software,* or
software required to operate a storage device* as covered under Proactive
Care support. Update recommendations are provided by comparing the
Customer’s current version information against the latest supported releases,
and indicating whether the current installed version is the latest release.
Proactive Care provides the Customer with HP’s general recommendations,
which are intended to address critical gaps with individual devices or products.
HP can provide telephone assistance, if requested, to help with the installation
of software patches for supported software. The Customer can purchase
additional services to install supported software revisions and patches.
For operating systems,* virtualisation software,* or software required
to operate a storage device* that is not directly covered by a Proactive
Care agreement but is running on an underlying server or storage device
covered by Proactive Care support, HP will provide only one annual
software update notication.
*A list of Proactive Care supported products with selected operating
system and virtualisation software can be found at
hp.com/go/proactivecaretechnology.
Please consult an HP representative for more details.
Proactive Scan Report
and recommendations
Twice a year, HP performs a proactive scan of Proactive Care supported devices
in the Customer’s computing environment. For HP servers and certain
storage and networking products, this service provides a technical device
assessment that is designed to help identify potential system conguration
problems before they impact the Customer’s business operations.
HP Remote Support Technology tools are used to collect, transport, and
analyse conguration and revision data to identify trends, revisions, or
parameters that may impact operation. This analysis uses diagnostic tools
and processes to compare the devices to management best practices or
support advisories. HP then prepares a report that details the ndings
and highlights the risks and issues that require resolution or investigation,
identies deviations from HP best practices and recommends an appropriate
course of action.
The Customer receives a report for supported HP servers, storage and
networking products. A TAM is available on request during standard HP
business hours to discuss the implications and HP’s recommendations with
the Customer. Implementation of the recommendations is the Customer’s
responsibility; however, additional assistance can be purchased from HP to
implement the recommendations.
Incident reporting The Customer receives a quarterly report that details the Customer’s
incident history and incident trends. The report content, incident detail,
resolution, and longer-term trends can be discussed with an HP TAM as
required by the Customer.
