Hewlett Packard Enterprise 3 year CDMR 4 hour 24x7 BB899A 6500 88TB Capacity Up Kit Disks Proactive Service
Contents
1. Basic Software Support for non HP software products Where the Customer has not purchased Proacti produc can bei Software Support is available 24 hours per day ve Care support on selected non HP software products that reside on hardware equipment covered by Proactive Care support HP shall attempt to resolve problems on these s by applying known remedies that have been made available to HP If the problem is still not resolved then Collaborative Call Management nitiated at the Customer s request refer to the Collaborative Call anagement on non HP software products section for more details Basic 7 days per week HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Table 3 Incident management continued Feature Delivery specifications Collaborative Call If HP determines that a problem is caused by a selected independent Management on non HP vendor s software and the problem is not resolved by the Customer software products applying known available fixes HP will at the Customer s request initiate Collaborative Call Management with the ISV Collaborative Call Management can be provided only in cases where appropriate active support agreements are in place with selected vendors and the Customer has taken the steps necessary to ensure that HP can submit calls on the Customer s behalf for the l2. Enhanced parts inventory management call to repair time commitment only To support HP call to repair time commitments an inventory of critical replacement parts is maintained for Customers who have selected the call to repair option This inventory is stored at an HP designated facility These parts are managed to allow for increased inventory availability and are accessible to HP authorised representatives responding to eligible service requests Software product and As HP releases updates to HP software the latest revisions of the software documentation updates and reference manuals are made available to the Customer For selected hird party software HP will provide software updates as such updates are made available from the third party or HP may provide instructions on how the Customer can obtain any software updates directly from the third party A licence key or access code or instructions for obtaining a licence key or access code will also be provided to the Customer when required to download install or run the latest software revision For most HP software and selected HP supported third party software updates will be made available through the Software Updates and Licensing portal via the HP Support Centre The Software Updates and Licensing portal provides the Customer with electronic access to receive and proactively manage software product and documentation updates For other HP suppor
3. Proactive Care provides firmware release and software patching analysis for supported devices providing you with a list of recommendations to keep your Proactive Care covered infrastructure at the recommended revision levels You will receive a regular proactive scan of your Proactive Care covered devices which can help you to identify and resolve configuration problems before they impact your operations Proactive Care also provides quarterly incident reporting intended to help you identify problem trends and prevent repeat problems Service features designed to help with problem prevention are enabled by HP Remote Support Technology and advanced automation capabilities HP Remote Support Technology is a customer installable prerequisite for the problem prevention service features of HP Proactive Care Service The Proactive Care support offer can be enhanced by the addition of the Personalised Support option to provide on site technical advice HP best practice sharing and support reviews from an assigned account support manager Technical services to complement your in house IT expertise can also be added to your Proactive Care support through the addition of flexible Proactive Select credits to your support agreement Incident management e Enhanced call experience e Enhanced escalation management e Phone Home capability e Basic Software Support for non HP software products e Collaborative Call Management on non HP so
4. Remote Support solution Remote Support Technology installation assistance Online knowledge access HP Proactive Care Service Proactive Care offers an integrated set of reactive and proactive services designed to help you improve the stability and performance of your converged infrastructure In a complex converged and virtualised environment many components need o work together effectively Proactive Care has been specifically designed to support devices in these environments providing an end to end support solution that covers servers operating systems hypervisors storage storage area networks SANs and networks nthe event of a service incident Proactive Care provides you with an enhanced call experience with access to advanced technical solution specialists who will manage your case from start o finish with the goal of reducing the impact to your business while helping you to resolve critical issues more quickly HP employs enhanced incident management procedures intended o provide rapid resolution of complex incidents In addition the technical solution specialists providing your Proactive Care support are equipped with automated technologies and tools designed to help reduce downtime and increase productivity Proactive Care includes on site hardware repair if it is required to resolve the issue You can choose from a range of hardware reactive support levels to meet your business and operational needs
5. Some offerings features and coverage and related products may not be available in all countries or areas To order the service with the comprehensive defective material retention service feature the defective media retention service feature must also be ordered HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 19 To obtain further information or to order HP Proactive Care Service contact a local HP sales representative and reference the following product numbers x denotes the service length in years options are 3 4 or 5 years HP Proactive Care configurable flexible Care Pack services are available as follows HP Next Business Day Proactive Care Service H1K90Ax e HP 4 hour 24x7 Proactive Care Service H1K92Ax e HP 6 hour Call to Repair Proactive Care Service H1K94Ax e HP Next Business Day with DMR Proactive Care Service H1K91Ax e HP 4 hour 24x7 with DMR Proactive Care Service H1K93Ax e HP 6 hour Call to Repair with DMR Proactive Care Service H1K95Ax e HP Proactive Care Personalised Support H4B58Ax HP Proactive Care Personalised Support Additional Day H4B59Ax HP Proactive Care Contractual services are available as follows e HP Next Business Day Proactive Care Service H1K90AC e HP 4 hour 24x7 Proactive Care Service H1K92AC e HP 6 hour Call to Repair Proactive Care Service H1K94AC e HP Next Busin
6. continued Feature Delivery specifications Hardware incident support options HP Next Business HP provides the following reactive service levels for the specific devices Day Proactive covered under this option Care Service Hardware support coverage window e Standard business hours standard business days 9x5 Onsite service is available 9 hours per day between 8 00 a m and 5 00 p m local time Monday to Friday excluding HP holidays Hardware support on site response time e Next business day on site response An HP authorised representative will arrive at the Customer s site during the on site coverage window to begin hardware maintenance service the next coverage day after the service request has been logged HP 4 hour 24x7 HP provides the following reactive support levels for the specific devices Proactive Care covered under this option Service Hardware support coverage window e 24x7 Service is available 24 hours per day 7 days per week including HP holidays Hardware support on site response time e 4 hour on site response An HP authorised representative will arrive at the Customer s site during the on site coverage window to begin hardware maintenance service within 4 hours after the service request has been logged Service features are defined in the Hardware on site support and Hardware on site response time sections HP 6 hour Call to HP provides the follow
7. the Customer is responsible for returning the defective part or product within a time period designated by HP In the event that HP does not receive the defective part or product within the designated time period or if the part or product is degaussed or otherwise physically damaged upon receipt the Customer will be required to pay the HP list price less any applicable discounts for the defective part or product as determined by HP In order for HP to provide Collaborative Call Management the Customer must have an active support agreement with the software vendor that includes the required service level and features that allow the Customer to place calls and receive support from the vendor If the vendor requires it the Customer will take any steps necessary to ensure that HP can submit calls on the Customer s behalf In addition the Customer must provide HP with the appropriate information needed for HP to initiate a service call with the software vendor on behalf of the Customer HP will not be able to transfer calls to the vendor and assumes no responsibility for failure to do so HP s obligations are limited to the placement of support calls only Purchase of Collaborative Call Management does not assign the support agreement between the Customer and vendor to HP The Customer remains responsible for the performance of their obligations under such agreements which includes payment of all applicable fees including any fees that may appl
8. 00 p m local time on standard business days excluding HP holidays either remotely or on site at the discretion of HP Support outside standard business hours is purchased separately and is subject to local availability HP retains the right to determine the final resolution of all service requests Activities such as but not limited to the following are excluded from this service e Services required due to failure of the Customer to incorporate any system fix repair patch or modification provided to the Customer by HP e Services that in the opinion of HP are required due to unauthorised attempts by non HP personnel to install repair maintain or modify hardware firmware or software e Operational testing of applications or additional tests requested or required by the Customer e Services that in HP s opinion are required due to improper treatment or use of the products or equipment HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase e Services required due to failure of the Customer to take preventative action previously advised by HP e Backup and recovery of the operating system other software and data e Implementation of any HP recommendations provided as part of this service e Installation of any Customer installable firmware and or software updates Hardware call to repair commitment If an upfront audit is required
9. Customer at the time of purchase Table 3 Incident management continued Feature Delivery specifications Replacement partsand HP will provide replacement parts and materials necessary to maintain materials the covered hardware product in operating condition including parts and materials for available and recommended engineering improvements Replacement parts provided by HP shall be new or functionally equivalent to new in performance Replaced parts become the property of HP Customers who wish to retain degauss or otherwise physically destroy replaced parts will be billed and required to pay the list price less any applicable discounts for the replacement part Supplies and consumable parts are not supported and will not be provided as part of this service standard warranty terms and conditions apply to supplies and consumable parts Maximum supported lifetime maximum usage Parts and components that have exceeded their maximum supported lifetime and or the maximum usage limitations as set forth in the manufacturer s operating manual product QuickSpecs or the technical product data sheet will not be provided repaired or replaced as part of this service Incident management service level choices Hardware and software Each Proactive Care Service level includes problem prevention and incident incident support management support for hardware and software products For each Proactive Care service lev
10. DATA RETENTIVE COMPONENT RETAINED BY THE CUSTOMER OTWITHSTANDING ANYTHING IN HP S CURRENT STANDARD SALES TERMS OR THE ECHNICAL DATA SHEET TO THE CONTRARY IN NO EVENT WILL HP OR ITS AFFILIATES UBCONTRACTORS OR SUPPLIERS BE LIABLE FOR ANY INCIDENTAL SPECIAL OR ONSEQUENTIAL DAMAGES OR DAMAGES FOR LOSS OF OR MISUSE OF DATA UNDER THIS EFECTIVE MEDIA RETENTION OR COMPREHENSIVE DEFECTIVE MATERIAL RETENTION SERVICE CO Cit Ss Z E Service prerequisites P at its sole discretion may require an audit on the covered products If such an audit required an HP authorised representative will contact the Customer and the Customer ill agree to arrange for an audit to be performed within the initial 30 day timeframe uring the audit key system configuration information is collected and an inventory of the covered products is performed The information gathered in the audit enables HP to plan and maintain replacement part inventories at the appropriate level and location and allows HP to survey and troubleshoot possible future hardware incidents so that repairs can be completed as quickly and efficiently as possible At the sole discretion of HP the audit may be performed on site via remote system access via remote audit tools or over the phone Ot p L HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 15 If an a
11. Support is an optional enhancement to the Proactive Care Service that provides an assigned on site HP account support manager ASM to help provide operational technical and HP best practice advisory services aimed at helping with the ongoing operation of the Customer s T infrastructure IT priorities infrastructure risks and complexity are identified early in the planning phase with the Customer so that the ASM can help build a plan designed to help address areas likely to impact infrastructure availability and or infrastructure performance The ASM reviews the progress with the Customer during the support review meetings so that changes in IT priorities risks and complexity can be identified and addressed e On site and or remote operational and technical advice The ASM provides the Proactive Care Customer with HP best practice advice and collaboration concerning projects risks and issues Specific knowledge of the Customer s environment uniquely prepares the ASM to ailor advice for the Customer on matters such as system administration upgrade planning product usage configuration system performance problem analysis and product selection This option provides four standard business hour days per year of collaborative operational and technical advice scheduled on an as needed basis by the Customer This time can be scheduled in advance or used as equired subject to the ASM s availability Support planni
12. agreement but is running on an underlying server or storage device covered by Proactive Care support HP will provide only one annual software update notification 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 Twice a year HP performs a proactive scan of Proactive Care supported devices and recommendations 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 configuration problems before they impact the Customer s business operations HP Remote Support Technology tools are used to collect transport and analyse configuration 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 findings and highlights the risks and issues that require resolution or investigation identifies 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 reque
13. by HP the hardware call to repair time commitment will not take effect until five 5 business days after the audit has been completed In addition HP reserves the right to downgrade service to an on site response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe Hardware call to repair time options are specified in the Service feature highlights section see table 3 All call to repair times are subject to local availability Contact a local HP sales office for detailed information on availability The hardware repair time commitment may vary for specific products A call to repair time commitment does not apply when the Customer chooses to have HP prolong diagnosis rather than execute recommended server recovery procedures If the Customer requests scheduled service the repair timeframe begins from the agreed upon scheduled time Call to repair time commitments and on site response times do not apply to the repair or replacement of defective or depleted batteries for selected enterprise storage arrays and enterprise tape products At the discretion of HP service will be provided using a combination of remote diagnosis and support services delivered on site and other service delivery methods Other service delivery methods may include the delivery via a courier of customer replaceable parts such as a keyboard a mouse certain hard
14. disk drives and other parts classified by HP as Customer Self Repair CSR parts or an entire replacement product HP will determine the appropriate delivery method required to provide effective and timely Customer support and meet the call to repair time commitment if applicable If the Customer agrees to the recommended CSR and a CSR part is provided to return the system to operating condition the on site service level shall not apply In such cases HP practice is to express ship to the Customer location the CSR parts that are critical to the product s operation For more details on the CSR process and parts please refer to hp com go selfrepair The following activities or situations will suspend the call to repair time calculation if applicable until they are completed or resolved e Any Customer or third party action or inaction impacting the repair process e Any automated recovery processes triggered by the hardware malfunction such as disk mechanism rebuild or sparing procedures e Any other activities not specific to the hardware repair but required to verify that the hardware malfunction has been corrected such as rebooting the operating system HP reserves the right to modify the call to repair time commitment as it applies to the Customer s specific product configuration location and environment This is established at the time of the support agreement order and is subject to resource availability HP T
15. in complex computing environments ray of technical knowledge and resources to s In the event that there is a hardware issue requiring ched to the Customer s on site reactive service ed device In addition to providing initial a collection and incident definition employing rigorous case management and escalation procedures and engaging additional technica on site response times and c tware support re severity and the Hardware suppor commitments as well as so differ depending on incident level The Customer determ o General provisions section 0 acknowledged receipt of the call HP will work software problem and to troubleshoot remedy he problem remotely with the Customer Prior HP may initiate and perform remote diagnostic automation tools to access covered products o pu ncidents on covered hardware or software can Support Centre as locally available or via HP s i eporting events 24 hours per day 7 days per w eceipt of the service request by logging the cal communicating that case ID to the Customer base HP then proceeds to remotely troubleshoot the he right to determine the final resolution of all Please see the General provisions section for mote response available to facilitate remote problem resolution specialists as needed ime times rchased on site coverage all to repair ines the incident severity level when logging confirming a case with HP Incident
16. 8855EEE January 2014 Rev 3
17. P Once an HP authorised representative arrives at the Customer s site the representative will continue to deliver the service either onsite or remotely at the discretion of HP until the products are repaired Work may be temporarily suspended if parts or additional resources are required but work will resume when they become available Work to completion may not apply to on site support provided for desktop mobile and consumer products Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced Notwithstanding anything to the contrary in this document or HP s current standard sales terms HP will for selected enterprise storage arrays and enterprise tape products cover and replace defective or depleted batteries that are critical to the proper operation of the covered product For incidents with covered hardware that cannot be resolved remotely HP will use commercially reasonable efforts to respond on site in accordance with the purchased hardware on site reactive coverage level of the affected device On site response time specifies the period of time that begins when the initial call has been received and acknowledged by HP as described in the General provisions section The on site response time ends when the HP authorised representative arrives at the Customer s site or when the reported event is closed with explanation that HP has dete
18. Technical data HP Proactive Care Service HP Services Service benefits Proactive Care can help you to improve the return on your investment in a converged infrastructure with features designed to help provide e Quicker incident resolution from specially trained solution oriented advanced resources who manage the case end to end e Analysis and recommendations for firmware and software patching of covered products that may help prevent problems caused by devices whose firmware revision levels are no longer supported if implemented e Improved availability through regular device based proactive scans to help ensure that configurations are consistent with HP best practices e Problem prevention by anticipating issues through automation tools and case history trend reporting With the purchase of the Personalised Support option Proactive Care provides e Increased accountability and personalisation through the assignment of a local account support manager who will work on site with your IT team to share HP best practices and specific technical advice relevant to your IT needs and projects Service features HP support resources e Remote support resources Technical account manager TAM Technical solution specialist TSS Problem prevention e Firmware and Software Version Report and recommendations Proactive Scan Report and recommendations ncident reporting Report distribution and review
19. an HP designated support hub For sites that are located from 51 to 100 miles 81 to 160 km of an HP designated support hub an adjusted hardware call to repair time commitment applies as shown in the table that follows Travel zone table for hardware call to repair time commitment Distance from HP designated 6 hour hardware call to repair support hub time 0 50 miles 0 80 km 6 hours 51 100 miles 81 160 km 8 hours More than 100 miles 160 km Not available Information highlighted in the following sections covers all features available with both HP Proactive Care Pack services and HP Proactive Care Contractual services HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 11 Service limitations Services provided within the scope of one Proactive Care support contract are restricted o the IT environment under the direct day to day management of one IT manager in one country Unless otherwise specified or arranged proactive and consultative services are performed during standard HP business hours Except as otherwise noted in this document he scope of HP Proactive Care Service is limited to the products under the Proactive Care support contract n cases where the Customer purchases additional Proactive Care support the existing service delivery schedule will be utilised If a different deliv
20. coming projects in the Customer s IT environment and how these might increase or reduce operational risks and complexity Personalised Support Additional Day Customers who require additional operational and technical assistance time or additional support reviews can purchase additional days through the Personalised Support Additional Day option The ASM will work with the Customer to identify requirements and schedule HP engagements accordingly Access to technical The provision of technical expertise is a flexible way to augment and expertise through complement the Customer s own IT team skills providing specialist capacity Technical Services or onan as needed basis If the Customer wishes to access technical services Proactive Select from HP such services can be provided through the per event HP Technical Services portfolio or by purchasing annuity Proactive Select credits HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Table 5 Service travel zones Description Travel zone specification Geographic locations Travel zones and charges if applicable may vary in some geographic locations Hardware on site response time All response times apply only to sites located within 25 miles 40 km of an HP designated support hub Travel to sites located within 200 miles 320 km of an HP designated suppo
21. e at the prevailing time and materials rates The Customer must provide accurate and complete information in a timely manner as required for HP to perform the services For the core proactive services provided with Proactive Care the Customer will provide HP with the appropriate system manager contact information name email phone number for he primary person responsible for the operational viability of the Proactive Care covered infrastructure When the Customer has purchased the Personalised Support option for Proactive Care the Customer will identify a focal point and an internal Customer team to work collaboratively with the HP account support manager for deliverables provided with his option HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase The call to repair time commitment is subject to the Customer providing immediate and unrestricted access to the system as requested by HP The call to repair time commitment does not apply when system access including physical remote troubleshooting and hardware diagnostic assessments is delayed or denied If the Customer requests scheduled service the call to repair time period begins at the agreed upon scheduled time Upon HP request the Customer will be required to support HP s remote problem resolution efforts as well as proactive deliverables The Customer will e Start self test
22. ecaretechnology Knowledge and As part of the Proactive Care Service HP provides access to the HP Customer information access Portal The Customer has access to e Downloadable selected HP firmware or patches that may require additional entitlement through the purchase of HP support agreements subscribing to hardware related proactive service notifications and participating in support forums for solving problems and sharing best practices with other registered users e Expanded Web based searches of entitled technical support documents to facilitate faster problem solving e Certain HP proprietary service diagnostic tools with password access e A Web based tool for submitting questions directly to HP The tool helps to resolve problems quickly with a prequalification process that routes the support or service request to the resource qualified to answer the question The tool also allows the status of each support or service request submitted to be viewed including cases submitted by telephone e HP and available third party hosted knowledge databases which can be searched for certain third party products in order to retrieve product information get answers to support questions and participate in support forums This service may be limited by third party access restrictions HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to
23. echnology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 13 Hardware on site support At the discretion of HP service will be provided using a combination of remote diagnosis and support services delivered onsite and other service delivery methods Other service delivery methods may include the delivery via a courier of customer replaceable parts such as a keyboard a mouse other parts classified as CSR parts or an entire replacement product HP will determine the appropriate delivery method required to provide effective and timely Customer support An on site response time will not apply if the service can be delivered using remote diagnosis remote support or other service delivery methods previously described Response times are dependent on the location of your site in relation to a designated HP support office To check service availability please contact your local HP Services representative For technical hardware issues that cannot in HP s judgment be resolved remotely an HP authorised representative will provide onsite technical support on covered hardware products to return them to operating condition For certain products HP may at its sole discretion elect to replace such products in lieu of repairing them Replacement products are new or functionally equivalent to new in performance Replaced products become the property of H
24. el HP provides all the core problem prevention service features noted in tables 1 and 2 as well the related core incident management service features noted in table 3 For hardware products the Proactive Care portfolio offers three distinct hardware service levels HP Next Business Day Proactive Care Service HP 4 hour 24x7 Proactive Care Service e HP 6 hour Call to Repair Proactive Care Service The Proactive Care portfolio also offers the same three service levels with the inclusion of hardware defective media retention DMR and comprehensive defection material retention CDMR as additional core features Please note that for each of the Proactive Care with DMR and CDMR service offers HP also provides all the core problem prevention service features noted in table 2 as well as the core incident management service features noted in table 3 For eligible products the DMR service feature option i purchased allows the Customer to retain a defective hard disk or eligible SSD Flash drive that the Customer does not want to relinquish due to sensitive data contained within the disk Disk or SSD Flash Drive covered under this service All Disk or eligible SSD Flash Drives on a covered system must participate in the defective media retention In addition to DMR the CDMR service feature option if purchased allows the Customer to retain additional components that have been designated by HP as having data etentive capabilities suc
25. ent severity level Incident severity levels are defined as follows e Severity 1 Critical Down for example the production environment is down a production system or production application is down or at severe risk data corruption loss or risk has occurred business is severely affected there are safety issues e Severity 2 Critically Degraded for example the production environment is severely impaired a production system or production application has been interrupted or compromised there is risk of reoccurrence there is significant impact on business e Severity 3 Normal for example a non production system e g test system is down or degraded a production system or production application has been degraded with a workaround in place non critical functionality has been lost there is limited impact on the business e Severity 4 Low there is no business or user impact Ordering information All units and options with individually sold HP Care Pack services must be ordered with the same service level as the product or enclosure that they are installed in if that service level is available on those units Proactive Care is not designed to be sold on software only configurations due to the integrated nature of the service deliverables Thus the software and hardware should be sold at the same Proactive Care service level Local availability The Customer may order support from HP s current support offerings
26. ery schedule is preferred by he Customer the Customer has the opportunity at the start of the service to specify anew delivery schedule Deliverables will be provided based on the timeline of the delivery schedule Proactive capabilities of this service require the HP Remote Support Technology tool suite Some devices and configurations may not be supported by the technologies In these instances HP will provide the Customer with the steps required to collect the required information and send it to HP so that those devices can be included in the reports The current supported devices list is available as part of the release notes for Insight Remote Support found at hp com go insightremotesupport Scope of products covered This service is available for selected servers software storage devices storage arrays network devices and storage area networks only as noted at hp com go proactivecaretechnology The features of this service may differ or be limited based on specific devices or software Please check with an HP sales office for specific limitations and local availability Problem prevention recommendations are based on published revisions of generally available updates based on the devices under the Proactive Care contract and as configured in the Remote Support Technology General limitations The HP delivery staff will provide the required proactive deliverables during standard HP business hours between 8 00 a m and 5
27. ess Day with DMR Proactive Care Service H1K91AC e HP 4 hour 24x7 with DMR Proactive Care Service H1K93AC HP 6 hour Call to Repair with DMR Proactive Care Service HIK95AC e HP Proactive Care Personalised Support H4B58AC e HP Proactive Care Personalised Support Additional Day H4B59AC For the complete list of HP Proactive Care non configurable fixed Care Pack services please contact your local HP sales representative or HP reseller For more information For more information on HP Proactive Care Service or other HP Systems Support services contact any of our worldwide sales offices or visit the following websites e HP support services hp com services support e HP Care Pack services hp com services carepack Sign up for updates GH ar hp com go getupdated Share with colleagues Rate this document 2012 2013 Hewlett Packard Development Company L P The information contained herein is subject to change without notice The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty or condition express or implied in fact or in law HP shall not be liable for technical or editorial errors or omissions contained herein HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 4AA3
28. for enabling data transfer to HP correctly adding devices to the configuration installing future upgrades and maintaining the Customer contact details configured in the remote support solution e Online knowledge access m The HP Support Center is HP s next generation support portal that provides a helpful online resource Key features of this personalised portal include HP Insight Online personalised dashboard support forums support case submittal drivers software and firmware downloads patch management product pages guided troubleshooting top issues warranty and contract details and software updates For more information visit hp com go hpsc HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Table 3 Incident management Feature Delivery specifications Enhanced call experience The Customer can contact HP 24 hours a day 7 days a week When the Customer calls wit to a technical solu 15 minutes The TSS is trained and has access to help resolve issue on site service a hardware specialist is dispa site in accordance with the purchased hardware coverage level for that affec troubleshooting the TSS per tion specia in addressi HP s full a orms failure da h a critical incident HP aims to either connect the Customer ist TSS or call the Customer back within ng issues
29. ftware products e Knowledge and information access e Replacement parts and materials Incident management service levels e 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 e Software reactive support 24x7 software support Non critical software response Software product and documentation updates Licence to use software updates if purchased rom HP HP recommended software and documentation updates method Additional feature for Proactive Care with defective media retention services e Defective media retention e Optional comprehensive defective material retention Optional Service Features e Personalised support option On site and or remote operational and technical advice Support planning Ongoing support review meetings e Personalised Support Additional Day e Access to technical expertise through Technical Services or Proactive Select Utilises HP Remote Support Technology for delivery Specifications Table 1 HP support resources Feature Delivery specifications Remote support The Customer has access to the following trained technical specialists resources Technical account manager TAM Technical account managers TAMs are a shared remotely located team of specialists providing proactive services HP employs HP Remote S
30. gistration information to the Customer as required additionally for certain products the Customer may be required to accept vendor specific terms for use of the electronic facility e Retain and provide to HP upon request all original software licences licence agreements licence keys and subscription service registration information as applicable for this service e Take responsibility for acting upon any hardcopy or e mail notification the Customer may receive in order to download the software update or to request the new software update on media where this option is available e Use all software products in accordance with current HP software licensing terms corresponding to the Customer s prerequisite underlying software licence or in accordance with the current licensing terms of the third party software manufacturer if applicable including any additional software licensing terms that may accompany such software updates provided under this service If required by HP the Customer or HP authorised representative must activate the hardware product to be supported within 10 days of purchase of this service using the registration instructions within the Care Pack documentation or the e mail document provided by HP or as otherwise directed by HP In the event that a covered product changes location activation and registration or proper adjustment to existing HP registration is to occur within 10 days of the change The Customer is resp
31. h as memory modules All eligible data retentive components ona covered system must participate in the CDMR The components that can be retained under this service feature are outlined in he document located at hp com services cdmr For software products the Proactive Care Service provides software support 24 hours per day 7 days per week including HP holidays Once anon critical software service request Severity 3 or 4 is received HP will respond to the call within 2 hours after the service request has been logged HP provides corrective support to resolve identifiable and customer reproducible software product problems HP also provides support to help the Customer identify problems that are difficult to eproduce The Customer receives assistance with troubleshooting incidents and resolving configuration parameters For critical software esponse Severity 1 or 2 situations please refer to the Enhanced call experience feature described earlier in this document The variations in the Proactive Care reactive hardware service levels are outlined in the section that follows All coverage windows are subject to local availability Contact a local HP sales office for detailed information on service availability HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 7 Table 3 Incident management
32. imited purpose of placing a support call with the vendor Collaborative Call Management applies to selected non HP software when HP Proactive Care has not been purchased for the software but the software resides on hardware equipment covered by Proactive Care support Collaborative Call Management involves HP engaging the software vendor for eligible selected products with whom the Customer has a support agreement HP provides information about the Customer s issue as obtained during the Basic Software Support service call refer to the Basic Software Support for non HP software products section for more details tis then the responsibility of the third party software vendor to resolve he Customer issue Once a collaborative support call is transitioned to the hird party software vendor the call will be subject to the support levels of he agreement between the Customer and the vendor Once the software vendor is engaged HP will close the HP call but the Customer can resume the service issue with HP if needed by referencing he original call identification number For a list of the non HP software products eligible for Basic Software Support for non HP software products and Collaborative Call Management please refer to hp com go collaborativesupport In addition to the products covered on this list any additional vendor products and variations on these deliverables are noted at hp com qo proactiv
33. ing reactive support levels for the specific devices Repair Proactive covered under this option Care Service Hardware support coverage window e 24x7 Service is available 24 hours per day 7 days per week including HP holidays Hardware call to repair time commitment For critical incidents HP will use commercially reasonable efforts to return he covered hardware to operating condition within 6 hours after the initial service request Service features are defined in the Hardware on site support and Hardware call to repair time commitment sections Availability of response times is dependent on the proximity of the Customer site to an HP designated support hub Please contact HP for further information For non critical incidents or at the Customer s request HP will work with he Customer to schedule an agreed upon time for the remedial action to begin and the call to repair time commitment will then start at that time ncident severity levels are defined in the General provisions section Call to repair time refers to the period of time that begins when the initial service request has been received and acknowledged by HP or at the start ime for work scheduled in agreement with the Customer as specified in the General provisions section Call to repair time ends with HP s determination that the hardware is repaired or when the service request is closed with the explanation that HP has de
34. led 30 minute review of each report with an HP TAM The review will be conducted remotely in the local language where supported and enables the Customer to better understand the report content the risks identified recommendations made and trends over time Incident Report only The review can also provide the Customer with guidance about the approach that HP recommends and help address any issues identified Remote Support solution HP will perform the following core deliverables as part of the remote core deliverables support solution activity e Remote Support Technology installation assistance Remote Support Technology is a customer installable prerequisite for the problem prevention and remote monitoring deliverables of HP Proactive Care Service and is made available to HP Support customers at no additional charge To help ensure a successful outcome from HP s remote monitoring with Phone Home support and support solutions HP will provide up to 8 hours of remote technical advice on the installation and configuration of the initial Remote Support Technology installation upon the Customer s request As part of this activity HP explains the features and benefits of the remote support solution and recommends the appropriate configuration based on the type and number of devices supported in the Customer s Proactive Care environment To maintain eligibility for this service the Customer is responsible
35. nd comprehensive defective material retention service feature options The defective media retention and comprehensive defective material retention service feature options apply only to eligible data retentive components replaced by HP due to malfunction They do not apply to any exchange of data retentive components that have not failed Data retentive components that are specified by HP as consumable parts and or that have exceeded the maximum supported lifetime and or the maximum usage limit as set forth in the manufacturer s operating manual the product QuickSpecs or the technical data sheet are not eligible for the defective media retention or the comprehensive defective material retention service feature option Defective media retention service and comprehensive defective material retention service coverage for options designated by HP as requiring separate coverage if available must be configured and purchased separately Failure rates on these components are constantly monitored and HP reserves the right to cancel this service with 30 days notice if HP reasonably believes that the Customer is overusing the defective media retention or comprehensive defective material retention service feature option such as when replacement of defective data retentive components materially exceeds the standard failure rates for the system involved P SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE CONTENTS OF OR HE DESTRUCTION OF ANY
36. ng A support plan is developed by the ASM after meeting with the Customer s T management staff A plan is developed to help the Customer proactively educe risk to the business by identifying the IT needs and priorities and mapping out the services that HP can provide A delivery schedule is jointly designed with the Customer to help them achieve those goals and get the best results from their IT and service investments To promote ongoing risk reduction the support plan is updated annually taking into account the risks identified and recommendations made during the service s o coverage period Additionally the HP ASM will help the Customer to align their Proactive Care services from multiple Proactive Care contracts to coordinate delivery of proactive reports with the Customer s change management schedule and specific business needs e Ongoing Support review meetings The ASM conducts a formal session with the Customer twice a year during which time the ASM will review the support provided and the benefits achieved through the Proactive Care Service activities by HP over the previous 6 month period The review sessions incorporate the risks and HP recommendations as identified in the proactive scan firmware software revision management and incident reports highlighting progress made and areas requiring additional attention The review additionally provides an opportunity to discuss trends planned changes or up
37. onsible for the security of the Customer s proprietary and confidential information The Customer is responsible for properly sanitising or removing data from products that may be replaced and returned to HP as part of the repair process to ensure the safeguarding of the Customer s data For more information on Customer responsibilities including those outlined in the HP Media Sanitisation Policy and Media Handling Policy for Healthcare Customers go to hp com go mediahandling If the Customer chooses to retain repair parts covered under the defective media retention and or comprehensive defective material retention service feature options it is the Customer s responsibility to Retain physical control of the covered data retentive components at all times during support delivery by HP HP is not responsible for data contained on the covered data retentive component Ensure that any Customer sensitive data on the retained covered data retentive component is destroyed or remains secure Have an authorised representative present to retain the defective data retentive component accept the replacement component provide HP with identification information for each data retentive component retained hereunder and upon HP request execute a document provided by HP acknowledging the retention of the data retentive component HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated
38. payment of all fees associated with the provision of the Proactive Care Service Installation of customer installable firmware and software is the responsibility of the Customer There will be additional charges if the Customer requests that HP install customer installable firmware and software updates Any additional charges to the Customer will be ona time and materials basis unless otherwise previously agreed to in writing by HP and the Customer To be eligible to purchase this service the Customer must be properly licensed to use the revision of the software product that is current at the beginning of the support agreement period otherwise an additional charge may be applied to bring the Customer into service eligibility The Personalised Support option may be purchased only if the Customer has an existing Proactive Care agreement or is purchasing the option with HP Proactive Care Service at the same time The Personalised Support Additional Day option may be added only if the Customer has an existing Proactive Care Personalised support agreement or is purchasing the optional additional days with Personalised Support at the same time Customer responsibilities If the Customer does not act upon the specified Customer responsibilities HP or the HP authorised service provider will at HP s discretion i not be obliged to deliver the services as described or ii perform such service at the Customer s expens
39. phone support for firmware defined as customer installable during the related hardware device support coverage window The Customer can purchase additional services to install customer installable firmware 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 Table 2 Problem prevention continued Feature Delivery specifications 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
40. rmined it does not currently require on site intervention Response times are measured during the coverage window only and may be carried over to the next day with an available coverage window Response time options available for eligible products are specified in the Service level options table All response times are subject to local availability Contact a local HP sales office for detailed information on service availability In the event that a CSR part is provided to return the system to operating condition the on site response time if any shall not apply In such cases HP practice is to express ship to the Customer location the CSR parts that are critical to the product s operation For more details on the CSR process and parts please refer to hp com qo selfrepair HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Software For a Customer with multiple systems at the same location HP may limit the number of physical media sets containing software product and documentation updates provided as part of this service Software updates are not available for all software products When this service feature is not available it will not be included in this service For some products software updates include only minor improved features New software versions must be purchased separately Limitations to the defective media retention a
41. rt hub is provided at no additional charge If the site is located more than 200 miles 320 km from the HP designated support hub there will be an additional travel charge Travel zones and charges may vary in some geographic locations Response times to sites located more than 100 miles 160 km from an HP designated support hub will be modified for extended travel as shown in the table that follows Travel zones table for hardware on site response time Distance from HP designated support hub 4 hour hardware Next day hardware on site response time on site response time 0 25 miles 4 hours ext coverage day 0 40 km 26 50 miles 4 hours ext coverage day 41 80 km 51 100 miles 4 hours ext coverage day 81 160 km 101 200 miles 8 hours 161 320 km additional coverage ay a 201 300 miles Established at time 2 additional coverage 321 480 km of order and subject days to availability ore than 300 miles Established at time Established at time 480 km of order and subject of order and subject to availability to availability Hardware call to repair time commitment A hardware call to repair time commitment is available for sites located within 50 miles 80 km of an HP designated support hub Travel zones and charges may vary in some geographic locations The hardware call to repair time commitment is not available for sites located more than 100 miles 160 km from
42. s and install and run other diagnostic tools and programs nstall customer installable firmware updates and patches Run data collection scripts on behalf of HP when they cannot be initiated from the Remote Support Technology Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility Perform other reasonable activities to help HP identify or resolve problems as requested by HP The Customer is responsible for installing and configuring all supported devices and maintaining the appropriate HP Remote Support Technology with a secure connection to HP The Customer is responsible for providing all necessary resources in accordance with the HP remote support solution release notes in order to enable the delivery of the service and options The Customer must also provide any hardware required to host the remote support solution When an HP remote support solution is installed the Customer must also maintain the contact details configured in the remote support solution that HP will use in responding to a device failure Please contact a local HP representative for further details on requirements specifications and exclusions For scheduled calls the Customer shall promptly make the equipment available to HP for remedial activities at the agreed upon time In cases where CSR parts or replacement products are shipped to resolve a problem
43. severity levels are defined in the nce the Customer has placed a service request call and HP has o isolate the hardware or and attempt to resolve o any on site assistance ests using innovative HP may use other means also be reported to the HP nnovative automation tools eek HP acknowledges assigning a case ID and don contact details provided service request HP retains eported problems more details Enhanced escalation management HP emp procedu HP may coordinate the end engagement of additi engage a critical even to end process and provide ncident severity levels are de onal expertise to accelerate resolu fined in the General provi oys integrated case management tools and enhanced escalation res to resolve complex support incidents For Severity 1 issues manager CEM to interna ly monitor and and effective ion of an incident promp sions section Phone Home capability ces Phone service incidents directly to y sa ported devi devices will submi Support Technolog software inciden esponded to withi configured HP Insi incidents and reso For sup re submitted with failure Online will provide a sing on gh uti Home capabilities can be e Using HP s automation tools or o n the service level for the associated nabled so that HP using HP Remote her supported data 24x7 and are device Where le point of visibility to
44. st during standard HP business hours to discuss the implications and HP s recommendations with he Customer Implementation of the recommendations is the Customer s esponsibility 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 equired by the Customer HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 3 Table 2 Problem prevention continued Feature Delivery specifications Report distribution and Firmware revision and software patching analysis Proactive Scan Reports review and Incident Reports are HP s standard reports that are electronically provided as part of this service Reports contain trends highlight risks or identify recommended changes for a Customer s set of devices Through the HP Customer portal reports are distributed using security features designed to maintain confidentiality Reports are posted to the Customer s portal repository for collection by authorised Customer users Previous reports are maintained on the portal so that earlier reports can be referenced as needed The Customer can initiate a schedu
45. ted third party software the Customer may be equired to download updates directly from the vendor s website Licence to use software The Customer receives the licence to use software updates to HP or updates HP supported third party software for each system socket processor processor core or end user software licence covered by this service as allowed by the original HP or original manufacturer software licence terms The licence terms shall be as described in the HP software licensing terms corresponding to the Customer s prerequisite underlying software licence or in accordance with the current licensing terms of the third party software manufacturer if applicable including any additional software licensing terms that may accompany such software updates provided under this service HP recommended For HP or HP supported third party software and documentation updates software and the recommended delivery method will be determined by HP The primary documentationupdates delivery method for software updates and documentation updates will be via method download from the Software Updates and Licencing portal or a third party hosted website HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 9 Table 4 HP support resources Feature Delivery specifications Personalised Support Personalised
46. termined that no on site intervention is required HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Table 3 Incident management continued Feature Delivery specifications Hardware incident support options Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced HP is not liable for any lost data and the Customer is responsible for implementing appropriate backup procedures Verification by HP may be accomplished by the completion of a power on self test standalone diagnostic or visual verification of proper operation At its sole discretion HP will determine the level of testing necessary to verify that the hardware is repaired At its sole discretion HP may temporarily or permanently replace he product in order to meet the call to repair time commitment Replacement products are new or functionally equivalent to new in performance Replaced products become the property of HP t will take 30 days from the time this service is purchased to set up and perform necessary audits and processes so that the hardware call to epair time commitment can be put in effect During this initial 30 day period and for up to 5 additional business days after the audit is completed HP will provide a 4 hour on site response time
47. to Customer at the time of purchase e Destroy the retained data retentive component and or ensure that is not put into use again e Dispose of all retained data retentive components in compliance with applicable environmental laws and regulations For data retentive components supplied by HP to the Customer as loaned rental or lease products the Customer will promptly return the replacement components at the expiration or termination of support with HP The Customer will be solely responsible for removing all sensitive data before returning any such loaned rented or leased components or products to HP and HP shall not be responsible for maintaining the confidentiality or privacy of any sensitive data that remains on such components General provisions Other exclusions HP will acknowledge a call by logging a case communicating the case ID to the Customer and confirming the Customer s incident severity and time requirements for the start of remedial action Note For events received via HP electronic remote support solutions HP is required to contact the Customer determine the incident severity with the Customer and arrange access to the system before the hardware call to repair time or hardware on site response time period can start On site hardware support response times and call to repair time commitments as well as software support remote response times may differ depending on incident severity The Customer determines the incid
48. udit is required by HP it will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call to repair time commitment can be put in effect The hardware call to repair time commitment will not take effect until five 5 business days after the audit has been completed Until such time service for the covered hardware will be delivered at a 4 hour on site response time service level naddition HP reserves the right to downgrade service to an on site response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe unless the delay is caused by HP For hardware call to repair time commitments HP requires that the Customer install and operate the appropriate HP remote support solution with a secure connection to HP in order o enable the delivery of the service The installation and use of HP Remote Support Technology including the installation and enabling of any agents and data transfer to HP is required to deliver the problem prevention and remote monitoring service features of Proactive Care Service During any such time that the Customer has not deployed the Remote Support Technology solution HP is not obliged to provide the proactive scan and firmware release and software patching analysis and recommendations deliverables and the Customer remains responsible for full
49. understanding of he recommendations and observations contained within the report Firmware and Software Version Report and recommendations T reliability and stability can be impacted by the levels of the Customer s software and firmware revisions Twice a year HP reviews the products under he Proactive Care contract to verify that they are at recommended revision evels HP provides the Customer with a report containing recommendations or applicable software versions patches and firmware revisions for each covered device A TAM is available on Customer request to discuss these ecommendations HP performs the following core deliverables using he HP Remote Technology tool suit as part of the firmware and software version recommendation activity Firmware release and recommendations For HP BladeSystem environments and HP ProLiant servers the firmware 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 echnology For storage and network devices the firmware 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 firmware that is defined by HP as non customer installable and which cannot be installed remotely HP can provide tele
50. upport Technology to provide the Customer with scheduled product based proactive firmware and software revision analysis proactive scans and incident reporting TAMs are available during standard HP business hours o 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 equired 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 specifications 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 effectively The report uses HP Remote Support Technology to capture the necessary revision and configuration data These reports are provided over the contract period ona set predetermined schedule This schedule may be set or modified at the start of the service contract to align with specific Customer change management timetables Once the report is received the Customer can eview the report content with an HP TAM to gain a better
51. y as a result of logging calls with the vendor HP is not liable for the performance or non performance of third party vendors their products or their support services The Customer is responsible for installing in a timely manner critical customer installable firmware updates as well as CSR parts and replacement products delivered to the Customer HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 17 The Customer is responsible for testing any preventative recommendations prior to implementation into production to ensure and to confirm interoperability within their IT environment Prior to the implementation of any recommendations the Customer should read and understand any prerequisites procedures or requirements as specified in the supporting documentation of the update The Customer shall work with HP to schedule delivery of the Proactive Care Service features identified for delivery for a specified number of times on an annual basis Delivery shall be scheduled for each 12 month period of the annuity support agreement No deliverables or entitlements shall be carried forward from one 12 month period to the next The Customer will e Take responsibility for registering to use the HP or third party vendor s electronic facility in order to access Knowledge databases and obtain product information HP will provide re
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