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Data sheet

HPE Proactive 24 Service

Support Services

HPE Proactive 24 Service is an integrated hardware and software

support solution that combines technical assistance with proactive

account services to cover your IT infrastructure and to help you

improve the stability, availability, and operational effectiveness of your

IT environment.

HPE Proactive 24 Service enables you to leverage Hewlett Packard

Enterprise best practices through access to highly trained IT

professionals. An assigned Account Support Manager (ASM) will serve

as your primary proactive services contact within the HPE support

organization and will coordinate additional specialized resources,

where appropriate. As first steps, your ASM forms a close working

relationship with designated members of your IT management staff

and develops a clear understanding of your IT infrastructure* and your

IT goals, as well as your business objectives. This information is used to

design an account support plan, which is intended to assist you with

the overall support of your IT infrastructure*, identify any potential

gaps in supportability, and capture the progress towards meeting your

business and IT objectives. Subsequently, your assigned ASM will meet

with the designated members of your IT management staff

semi-annually to review the performance and make the necessary

adjustments.

Although problem avoidance through proactive measures is the goal,

HPE Proactive 24 also includes comprehensive assistance in case a

hardware or software incident does occur. In addition, the Hewlett

Packard Enterprise team of specialists is equipped with leading-edge

remote technologies and tools to proactively monitor specific

operations, as needed, to help you reduce downtime and resolve IT

problems faster.

Hewlett Packard Enterprise recognizes that your IT infrastructure*

includes a variety of different technologies such as servers, storage

devices, SANs, networks, and operating systems. To address the needs

of your diverse IT infrastructure*, HPE Proactive 24 is both modular

and scalable. The main component of HPE Proactive 24 is an

environment services module that contains a robust set of proactive

features designed to meet the needs of your overall IT infrastructure*.

In addition, HPE Proactive 24 includes various technology services

modules designed to meet the specific proactive needs of the servers,

storage devices, SANs, networks, operating systems, and hypervisors

that are in your IT infrastructure*. Each technology services module

can be purchased, as applicable, for the first device of each technology

type. The features contained in the various technology services

modules are delivered by specialists in the appropriate technology

areas.

If you require proactive attention for any additional device in your IT

infrastructure*, HPE Proactive 24 provides technology-specific services

extension modules that are intended for each additional server, storage

device, SAN, network, operating system, and hypervisor type. These

modules may be purchased as needed.

Optional proactive services focused on SAP, ITSM improvements,

Hewlett Packard Enterprise Education, or HPE Proactive Select

services (addressing areas such as virtualization, storage data

management, infrastructure optimization, assessments, security,

performance analysis, and firmware management) can also be

purchased to complement your HPE Proactive 24 Service. These

additional optional services allow you to further customize HPE

Proactive 24 to fit your business and IT requirements.

*IT infrastructure or environment as specified by you to be within the

scope of HPE Proactive 24

This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett

Packard Enterprise.

Summary of content (23 pages)

PAGE 1
Data sheet HPE Proactive 24 Service Support Services HPE Proactive 24 Service is an integrated hardware and software support solution that combines technical assistance with proactive account services to cover your IT infrastructure and to help you improve the stability, availability, and operational effectiveness of your IT environment. HPE Proactive 24 Service enables you to leverage Hewlett Packard Enterprise best practices through access to highly trained IT professionals.
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Data sheet Page 2 Service benefits HPE Proactive 24 helps you improve your IT environment's effectiveness with: • An assigned ASM focused on operational and technical improvement specific to your environment* • Shared Hewlett Packard Enterprise best practices • Proactive services across your IT infrastructure* HPE Proactive 24 helps you solve complex problems quickly by using: • Integrated processes and problem diagnosis for your IT infrastructure* • A single point of support • Rapid response to software
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Data sheet Page 3 Service feature highlights continued Table 2.
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Data sheet Page 4 Service feature highlights continued Table 3.
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Data sheet Page 5 Service feature highlights continued Table 5. Optional enhancements (available with both HPE Proactive 24 Support Services and HPE Proactive 24 Contractual service, – Enhancement for SAP – HPE fundamental ITSM improvement service – Open SAN environment support (available with HPE Proactive 24 Contractual services only) – Open network environment support (available with HPE Proactive 24 Contractual services only) Table 1.
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Data sheet Page 6 Table 2. Proactive features Feature or service Delivery specifications Core features General description of core proactive features HPE Proactive 24 contains a set of proactive services for the mission-critical IT infrastructure. This service is both modular and scalable. The main component of HPE Proactive 24 is an environment module that addresses the proactive needs of the Customer's overall mission-critical IT infrastructure (as specified by the Customer).
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Data sheet Page 7 Table 2. Proactive features continued Feature or service Delivery specifications Core features HPE Education planning assistance (environment) As part of the operational and technical advice activity noted above, the Customer may request a review of training and development that would help improve the IT staff's technical and process knowledge.
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Data sheet Page 8 Table 2. Proactive features continued Feature or service Delivery specifications Core features Storage high availability evaluation (storage) Annually, Hewlett Packard Enterprise performs a high-availability evaluation on one Customer storage array. The evaluation includes an analysis of the physical environment, the array's configuration, and its firmware and software versions.
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Data sheet Page 9 Table 2. Proactive features continued Feature or service Delivery specifications Optional features Optional features are available at an additional charge. Technology-specific services extensions In many Customers’ IT environments, multiple numbers of hardware and software products require proactive attention and inclusion in the overall IT planning.
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Data sheet Page 10 Table 3. Reactive features continued Feature or service Delivery specifications HPE Proactive 24 Support Service and HPE Proactive 24 Contractual service features The following features are available for HPE Proactive 24 Support Service, as well as HPE Proactive 24 Contractual service.
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Data sheet Page 11 Table 3. Reactive features continued Feature or service Delivery specifications Default hardware reactive support features Onsite hardware support For hardware incidents that cannot, in Hewlett Packard Enterprise's judgment, be resolved remotely, a Hewlett Packard Enterprise authorized representative will provide onsite technical support on covered hardware products to return them to operating condition.
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Data sheet Page 12 Table 3. Reactive features continued Feature or service Delivery specifications Default software reactive support features Software product and documentation updates As Hewlett Packard Enterprise releases updates to HPE software, the latest revisions of the software and reference manuals are made available to the Customer.
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Data sheet Page 13 Table 3. Reactive features continued Feature or service Delivery specifications Optional hardware reactive support features Hardware call-to-repair time commitment A call-to-repair time commitment may be purchased for eligible products in lieu of an onsite response time for hardware support.
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Data sheet Page 14 Table 3.
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Data sheet Page 15 Table 4. Service-level options (available with HPE Proactive 24 Contractual service only) continued Service-level option Delivery specifications Hardware reactive support options Onsite response time for hardware support For incidents with covered hardware that cannot be resolved remotely, Hewlett Packard Enterprise will use commercially reasonable efforts to respond onsite within a specified time period.
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Data sheet Page 16 Table 4. Service-level options (available with HPE Proactive 24 Contractual service only) continued Service-level option Delivery specifications Hardware reactive support options 8-hour call-to-repair time Hewlett Packard Enterprise will use commercially reasonable efforts to return the covered hardware to operating condition within 8 hours, after the service request has been acknowledged and logged by HPE, if this time falls within the coverage window.
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Data sheet Page 17 Table 5. Optional enhancements (available with both HPE Proactive 24 Support Services and HPE Proactive 24 Contractual service, unless otherwise noted) Feature or service Delivery specifications Open network environment support (network)* Hewlett Packard Enterprise can also offer a single point of contact for reactive and proactive support for many open (multivendor) networks.
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Data sheet Information highlighted in the following sections covers all features available with both HPE Proactive 24 Support Services and HPE Proactive 24 Contractual service. Please refer to specification Tables 3, 4, and 5 for more detail on additional features available only as part of HPE Proactive 24 Contractual service.
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Data sheet A call-to-repair time commitment does not apply when the Customer chooses to have Hewlett Packard Enterprise 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. At the discretion of Hewlett Packard Enterprise, service will be provided using a combination of remote diagnosis and support, services delivered onsite, and other service delivery methods.
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Data sheet Failure rates on these components are constantly monitored, and HPE reserves the right to cancel this service with 30 days' notice if HPE 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).
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Data sheet Page 21 In cases where Customer Self Repair parts or replacement products are • Retain physical control of the covered data retentive components at shipped to resolve a problem, the Customer is responsible for returning all times during support delivery by Hewlett Packard Enterprise; HPE the defective part or product within a time period designated by is not responsible for data contained on the covered data retentive Hewlett Packard Enterprise.
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Data sheet Page 22 If the Customer does not comply with these Customer responsibilities, Hewlett Packard Enterprise or a Hewlett Packard Enterprise authorized service provider will not be obligated to deliver the services as described. • Optional hardware call-to-repair time commitments are selected in lieu of hardware onsite response times. The Customer may not select both an onsite response time and a call-to-repair time commitment for the same hardware device.
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Data sheet © Copyright 2005, 2008-2010, 2012-2013, 2015-2016 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise 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.