HP Proactive Select Menu September Revision: September Version 1.0

Transcription

1 September 12 Revision: September 12 - Version 1.0

2 Table of Contents (For initial product installations please use standard Care Pack services) Server & Operating System All 6 Operating System Patch Analysis (see note 8) 6 Operating System Patch Analysis - Additional Operating System Instances (see note 8) 6 Server Firmware Update Recommendations (see note 8) 6 Server Firmware Update Installation for Entry-Class Server First Server (see note 7) 6 Server Firmware Update Installation for Entry-Class Server Two Additional Servers (see note 7) 6 Server Firmware Update Installation for Midrange Server - First Server (see note 7) 6 Server Firmware Update Installation for Midrange Server One Additional Server (see note 7) 6 Server Firmware Update Installation for Non-Bladed Proliant Servers First five servers 6 Server Firmware Update Installation for Non-Bladed Proliant Servers Five additional servers 6 System Health Check (direct) 6 System Health Check (onsite) 7 System Health Check (remote) (see note 8) 7 Server & Operating System Blades 7 Blade Technology and Toolset Assessment 7 Blade Technology Bulletin 7 BladeSystem Firmware and Driver Gap Analysis First Enclosure (see note 8) 7 BladeSystem Firmware and Driver Gap Analysis Additional Enclosure (see note 8) 7 BladeSystem Firmware and Driver Update Process Review (see note 8) 7 CloudSystem Matrix Expansion Kit Integration Service 7 NEW! HP BladeSystem Health Check Service 7 NEW! HP BladeSystem Health Check Service for additional enclosures 7 HP CloudSystem Matrix Firmware Update Service for First Enclosure (see note 7) 8 HP CloudSystem Matrix Firmware Update Service for Additional Enclosures (see note 7) 8 CloudSystem Matrix Upgrade (same CMS hardware) Service 8 CloudSystem Matrix Upgrade (change CMS hardware) Service 8 HP CloudSystem Bursting Activation Service 8 HP BladeSystem (non-cloudsystem Matrix) Firmware Update Service for First Enclosure (see note 7) 8 HP BladeSystem (non-cloudsystem Matrix) Firmware Update Service for Additional Enclosures (see note 7) 8 HP Virtual Connect and Virtual Connect Enterprise Manager Remote Specialist Advice (see note ) 8 Server & Operating System Business Critical 8 Cluster Consistency Service 9 Cluster Consistency Service (additional node) 9 Storage Data Management 9 Data Sanitization Service 9 Page 2

3 Data Sanitization Service (add host) 9 Data Sanitization Service (add volume) 9 Storage Disk Backup 9 Data Protector Performance Assessment (base) 9 Data Protector Performance Assessment (extension) 9 Virtual Library System Health Check 9 Storage 3PAR 9 3PAR Adaptive Optimization Policy Implementation 9 NEW! 3PAR Health Check 9 3PAR Performance Analysis 9 3PAR Rebalance Service 3PAR Storage Assessment Service NEW! HP Storage Thin Volume Conversion Service Storage EVA EVA Firmware Update Service (1 upgrade) (see note 7,8) EVA Firmware Update Service (2 upgrades)(see note 7,8) EVA Firmware Update Service ( upgrades)(see note 7,8) EVA Health Check (see note 8) EVA Performance Analysis EVA Vdisk/LUN Design and Configuration (see note 7,8) Storage EVA, P00 (MSA), P4000 (LeftHand) Storage and SAN Firmware and Software Analysis (see note 8) Storage Array High Availability Technical Assessment Storage High Availability Technical Evaluation Storage P4000 (LeftHand) P4000 SAN/iQ Update Service (see note 7) Performance and Capacity Assessment for P4000 (see note 8) 11 Storage NAS 11 X9000 Update Service (Base)(see note 7) 11 X9000 Update Service (Extension)(see note 7) 11 X9000 Technical and Operational Assistance 11 Storage SAN 11 Assessment Service for SANs (see note 8) 11 SAN Supportability Assessment (see note 8) 11 SAN Switch Firmware Update (Base) 11 SAN Switch Firmware Update (Extension) 11 Storage SVSP 11 SVSP Health Check 11 Page 3

4 Software Microsoft 11 Microsoft Performance Consulting Service (basic package) 11 Software SAP 11 UPDATED! SAP Performance and Capacity Management Guided Advice 11 Coordinated HP-UX Patch Management for SAP Systems 11 UPDATED! SAP BW powered by HANA Capacity and Performance review 11 Performance Consulting: Operating System (Windows, HP-UX, Linux) (basic package) 12 UPDATED! HP Application Standard Meter Service 12 UPDATED! SAP Performance and Capacity Management Technical Services 12 UPDATED! HP Trend Analysis Service for SAP Environments 12 Software - Virtualization and Insight Control 12 Availability Analysis for Virtual Environments 12 Hypervisor Patch Notification 12 HP Insight Control Software Remote Specialist Advice (see note ) 12 HP Health Check Analysis for VMware Virtual Servers (see note 8) 12 HP Insight SW Operational and Performance Review Service 12 Performance and Capacity Analysis for Virtual Environments 13 Virtualization Readiness Workshop for Critical Applications 13 VMware Server Virtualization Remote Specialist Advice (see note ) 13 Network Network 13 Network Asset Report (1st 0 devices) 13 Network Asset Report (for each additional 0 devices) 13 Proactive Notification of Critical Network SW and FW Problems (1st 0 devices) 13 Proactive Notification of Critical Network SW and FW Problems (for each additional 0 devices) 13 Environment - Delivery Management 13 Delivery Planning and Review (see note 8) 13 Environment Education 13 Education Credit (see note 9) 13 Education Planning Assistance 14 Technical On-line Seminars (see notes,11) 14 Technical On-line Seminar Product Update Brief (PUB)(See notes,11) 14 Environment ITSM 14 ITSM Assessment for Virtualized Environments 14 ITSM Quick Assessment 14 Environment Management 14 Hardware and Software Asset Inventory 14 HP Insight Remote Support Advanced Discovery and Activation for Additional Devices (see note 8) 14 HP Insight Remote Support Advanced Discovery and Activation for HP-UX and OpenVMS (see note 8) 14 Page 4

5 HP Insight Remote Support Advanced Discovery and Activation (except for HP-UX and OpenVMS) (see note 8) 14 HP Insight Remote Support Advanced & HP SIM Configuration (see note 8) 14 Insight Remote Support Software Remote Specialist Advice (see note ) 1 Virtual and Physical Technology Review 1 Environment - Power and Cooling 1 Insight Control Power and Thermal Monitoring 1 Quick Thermal Assessment 1 Environment Security 1 Security Quick Assessment 1 Security Review for Virtual Environments 1 Vulnerability Scans 1 Custom Custom 1 Custom Deliverable (see note 8) 1 Notes: 1 Page

6 Service Activity Server & Operating System All Operating System Patch Analysis (see note 8) Provides patch analysis, available for HP-UX, MPE, Tru64 UNIX, OpenVMS, Linux operating systems (OS), and Microsoft Windows for one operating system/operating environment instance. Operating System Patch Analysis - Additional Operating System Instances (see note 8) Server Firmware Update Recommendations (see note 8) Server Firmware Update Installation for Entry-Class Server First Server (see note 7) Server Firmware Update Installation for Entry-Class Server Two Additional Servers (see note 7) Server Firmware Update Installation for Midrange Server - First Server (see note 7) Server Firmware Update Installation for Midrange Server One Additional Server (see note 7) Server Firmware Update Installation for Non-Bladed Proliant Servers First five servers Server Firmware Update Installation for Non-Bladed Proliant Servers Five additional servers System Health Check (direct) This activity extends the deliverables provided in Operating System Patch Analysis for up to ten additional operating system instances during the same engagement. Review of server firmware updates and service notes, provides recommendations. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Service activity provides firmware update recommendations only Installation of system firmware updates as specified in the Server Firmware Update Recommendations Proactive Select activity, which is a pre-requisite. This service covers the first non-bladed HP-UX HP9000/Integrity Entry-Class Server in a customer engagement. This service covers up to two additional non-bladed HP-UX HP9000/Integrity Entry-Class Servers during the same engagement at the same location. Use this service for each two additional servers added to a Server Firmware Update Installation for Entry-Class Server First Server customer engagement. Installation of system firmware updates as specified in the Server Firmware Update Recommendations Proactive Select activity, which is a pre-requisite. This service covers the first non-bladed HP-UX HP9000/Integrity Midrange Server in a customer engagement. This service covers one additional non-bladed HP-UX HP9000/Integrity Midrange Server during the same engagement at the same location. Use this service for each additional server added to a Server Firmware Update Installation for Midrange Server First Server customer engagement. Installation of system firmware updates as specified in the Server Firmware Update Recommendations Proactive Select activity, which is a pre-requisite. This service covers the first five Non-Bladed Proliant Servers in a customer engagement for the same OS version. This service covers five additional Non-Bladed Proliant Servers during the same engagement at the same location. Use this service for each five additional servers added to a Server Firmware Update Installation for Non-Bladed Proliant Servers First five Servers customer engagement. Provides a technical assessment to identify potential security, system performance, and availability problems. Covers one HP server. The Customer will receive via a single (one-time) System Health Check Assessment (SHCA) report. 1 Page 6

7 Service Activity System Health Check (onsite) System Health Check (remote) (see note 8) Server & Operating System Blades Blade Technology and Toolset Assessment Blade Technology Bulletin BladeSystem Firmware and Driver Gap Analysis First Enclosure (see note 8) BladeSystem Firmware and Driver Gap Analysis Additional Enclosure (see note 8) Provides a technical assessment to identify potential security, system performance, and availability problems. Covers one HP server. The Customer will receive a single (one-time) System Health Check Assessment (SHCA) report including an Executive Summary prepared by an HP consultant. Additionally, one day of onsite advisory consultation, including review of the findings and recommendations from the SHCA report. Provides a technical assessment to identify potential security, system performance, and availability problems. Covers one HP server. The Customer will receive via a single (one-time) System Health Check Assessment (SHCA) report including an Executive Summary prepared by an HP consultant, plus a brief phone consultation with HP to review the highlights. Assesses the usage of one HP Blade enclosure and components, and related HP Blade management software, and provides recommendations for improvement. Semi-annual bulletin prepared by your Account Support Manager (ASM), providing version and usage advice for the HP software, firmware, and drivers in the Customer s HP Blade hardware and management software suite. Review Customer's enclosure to document current firmware and driver levels. Develop recommended baseline, report on gaps, risks and interdependencies. This activity applies to customer s first enclosure being assessed This activity applies to one additional enclosure being assessed during the same engagement at the same location. Use one per each additional enclosure to be assessed 40 BladeSystem Firmware and Driver Update Process Review (see note 8) CloudSystem Matrix Expansion Kit Integration Service NEW! HP BladeSystem Health Check Service NEW! HP BladeSystem Health Check Service for additional enclosures This workshop reviews the Customer's firmware and driver update strategy, and offers best practices and configuration advice in the use of SIM and Version Control in support of that strategy. This activity provides complete integration and configuration of up to four CloudSystem Matrix Expansion Kits into an existing CloudSystem environment. The HP BladeSystem Health Check service addresses areas essential to the successful maintenance of a bladed IT environment s availability, performance and supportability. The service delivers a holistic assessment of the BladeSystem infrastructure, gauging compliance with best practices and highlighting areas of potential risk. Ideally, the BHC should be repeated on a routine basis to measure progress and identify new opportunities for improvement. The service covers up to two blade enclosures. This service covers one additional blade enclosure during the same engagement at the same location. Use this service for each additional enclosure added to the HP BladeSystem Health Check Service customer engagement Page 7

8 Service Activity HP CloudSystem Matrix Firmware Update Service for First Enclosure (see note 7) HP CloudSystem Matrix Firmware Update Service for Additional Enclosures (see note 7) CloudSystem Matrix Upgrade (same CMS hardware) Service CloudSystem Matrix Upgrade (change CMS hardware) Service HP CloudSystem Bursting Activation Service HP BladeSystem (non- CloudSystem Matrix) Firmware Update Service for First Enclosure (see note 7) HP BladeSystem (non- CloudSystem Matrix) Firmware Update Service for Additional Enclosures (see note 7) HP Virtual Connect and Virtual Connect Enterprise Manager Remote Specialist Advice (see note ) HP Proactive Select Menu This service reviews your CloudSystem Matrix firmware versions and then installs the appropriate firmware bundle. This service is exclusively for CloudSystem Matrix solutions, and provides service for the first enclosure in your environment during a single engagement. This service reviews your CloudSystem Matrix firmware versions and then installs the appropriate firmware bundle. This service is exclusively for CloudSystem Matrix solutions, and provides service for one additional enclosure in your environment during a single engagement. Select a quantity of this service to cover each additional enclosure in your CloudSystem environment. This activity Provides current CloudSystem Matrix users with an upgrade from an earlier version of CloudSystem Matrix to the current version. The upgrade applies to a single CloudSystem Matrix system which is retaining the existing CMS hardware. This activity Provides current CloudSystem Matrix users with an upgrade from an earlier version of CloudSystem Matrix to the current version. The upgrade applies to a single CloudSystem Matrix system which during the update will be migrating to different CSM hardware. This service configures a customer's CloudSystem for bursting to a single account at a designated cloud service provider. The service provides remotely delivered setup, testing and demonstration of provisioning calls between CloudSystem and the service provider, knowledge exchange, and an overview of bursting operations. Prerequisites for this service include: The MOE version as required for particular SP, SP account setup with networking as needed, customer images uploaded to SP as needed, and servers that will be provisioned via bursting can be provisioned via the SP portal This service reviews your BladeSystem (non-cloudsystem Matrix) firmware versions and then installs the appropriate firmware bundle. This service is for all non-cloudsystem Matrix BladeSystems, and provides service for the first enclosure in your environment during a single engagement. This service reviews your BladeSystem (non-cloudsystem Matrix) firmware versions and then installs the appropriate firmware bundle. This service is for all non-cloudsystem Matrix BladeSystems, and provides service for one additional enclosure in your environment during a single engagement. Select a quantity of this service to cover each additional enclosure in your environment. Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in HP Virtual Connect and HP Virtual Connect Enterprise Manager Server & Operating System Business Critical Page 8

9 Service Activity Cluster Consistency Service Cluster Consistency Service (additional node) Storage Data Management Data Sanitization Service Data Sanitization Service (add host) HP Proactive Select Menu Assessment of one 2-3 node HP-UX cluster to diagnose and identify current threats to application operation or a restart after failover. The diagnostic software will remain installed and continue to monitor changes on the cluster after the assessment is complete. Extends the Cluster Consistency Service to add one additional HP-UX node. That activity is required as a pre-requisite. Helps protect the Customer from the risk of important information being retrieved from retired hard disk media by unauthorized parties. Covers one host to erase one volume. Each host that has the software (that is used to over write the data) installed counts as a host, each volume that the host sees that needs erasing is considered a volume. Volumes may be physical disks (when directly connected to server such as JBODs) or they may be LUNs (such as presented from array). Extends the data sanitization service to add another host if required to erase additional volumes seen by other hosts. 3 1 Data Sanitization Service (add volume) Extends the data sanitization service to add additional volumes. 1 Storage Disk Backup Data Protector Performance Assessment (base) Data Protector Performance Assessment (extension) Virtual Library System Health Check Storage 3PAR 3PAR Adaptive Optimization Policy Implementation NEW! 3PAR Health Check 3PAR Performance Analysis Provides performance analysis of a Data Protector server and storage backup infrastructure. Report provides recommendations for performance improvements. Analysis covers file system backup and one other backup type. For DP server running Windows, Linux, or HP-UX. Provides performance assessment and recommendations for one additional backup type. The base Data Protector Performance Assessment is a prerequisite. Provides an assessment of one virtual library, including recommended firmware/software levels and conformance to configuration best practices. Limited performance and capacity recommendations are also provided. Does not include firmware/software installation. Covers one VLS or D2D. Provides analysis, recommendations, and implementation of Adaptive Optimization policies using data collected over time for one 3PAR storage system. Customer must have 3PAR System Reporter and Adaptive Optimization properly licensed and operational and provide a supported database (MS SQL, MySQL, or Oracle) for use with Adaptive Optimization. Scope limited to a single onsite visit (may be multiple remote follow-ups) and implementation of up to three policies during a single service engagement spanning up to one month. Provides an assessment of the overall health and supportability of one 3PAR system. Customer must be using 3PAR Service Tools for remote monitoring Provides a performance analysis for one 3PAR system and recommendations to improve performance. Customer must allow the ASM to access the 3PAR Service Processor to collect performance data. 40 Page 9

10 Service Activity 3PAR Rebalance Service 3PAR Storage Assessment Service NEW! HP Storage Thin Volume Conversion Service Storage EVA EVA Firmware Update Service (1 upgrade) (see note 7,8) EVA Firmware Update Service (2 upgrades)(see note 7,8) EVA Firmware Update Service ( upgrades)(see note 7,8) EVA Health Check (see note 8) EVA Performance Analysis EVA Vdisk/LUN Design and Configuration (see note 7,8) Storage EVA, P00 (MSA), P4000 (LeftHand) Storage and SAN Firmware and Software Analysis (see note 8) Storage Array High Availability Technical Assessment Storage High Availability Technical Evaluation Storage P4000 (LeftHand) P4000 SAN/iQ Update Service (see note 7) Provides analysis, planning, and implementation to balance IO across a 3PAR array. Includes moving data and/or physically moving drive magazines within the array. Multiple quantities of this service activity may be required per engagement. Provides an assessment of one 3PAR Storage System based on a point-in-time snapshot of system configuration, capacity, supportability, and interoperability. The customer will be provided with a current state analysis with recommendations for improvements. Provides analysis, recommendations, and conversion of standard to thin provisioned volumes for HP 3PAR storage arrays. Covers up to 16 volumes within a single 3PAR array. Customer must have appropriate Thin Provisioning software licensed, installed and operational. Detailed planning and onsite firmware update for one firmware release for one EVA. Detailed planning and onsite firmware update for one firmware release for up to two EVAs. Detailed planning and onsite firmware update for one firmware release for up to five EVAs. Compares the configuration of one EVA against best practices for availability, supportability, and performance. Provides a performance analysis for one EVA and recommendations to improve performance. Design and configuration of a Virtual Disk (Vdisk) or LUN set up on one EVA to improve capacity utilization or performance. Provides firmware and software analysis for one 3PAR Storage System, EVA, or P00 (MSA) array and all SAN switches and HBAs between the array and up to servers or blade servers. Alternatively, covers one P4000 (LeftHand) SAN cluster of up to nodes or one X9000 Network Storage System. Does not include firmware or software installation. Provides a high-availability evaluation of one 3PAR Storage System, P6000 (EVA), P00 (MSA) array, or P4000 (Lefthand SAN) cluster of up to nodes or one X9000 Network Storage Server, plus examines support preparedness and the SAN s configuration. Provides an analysis for one HP 3PAR Storage System, P6000 (EVA), P00 (MSA) array, or P4000 (LeftHand) SAN cluster of up to nodes or one X9000 Network Storage Server: physical environment, the array s configuration, and its firmware and software versions. Does not include analysis of the SAN or servers connected to the array. Update of P4000 SAN/iQ software and related firmware for up to two P4000 (LeftHand) nodes at one site Page

11 Service Activity Performance and Capacity Assessment for P4000 (see note 8) Storage NAS X9000 Update Service (Base)(see note 7) X9000 Update Service (Extension)(see note 7) X9000 Technical and Operational Assistance Storage SAN Assessment Service for SANs (see note 8) SAN Supportability Assessment (see note 8) SAN Switch Firmware Update (Base) SAN Switch Firmware Update (Extension) Storage SVSP SVSP Health Check Software Microsoft Microsoft Performance Consulting Service (basic package) Software SAP UPDATED! SAP Performance and Capacity Management Guided Advice Coordinated HP-UX Patch Management for SAP Systems UPDATED! SAP BW powered by HANA Capacity and Performance review HP Proactive Select Menu Provides a performance and capacity analysis for one P4000 (Lefthand) SAN cluster of up to nodes. Onsite update of X9000 software and related firmware for the management server and the first X93 couplet or X97 blade enclosure. Onsite update of X9000 software and related firmware for up to two X90 Gateways or each additional X93 couplet or up to two X97 Performance Blocks or up to four X97 Capacity Blocks. Extensions are limited to a maximum of ten X9000 systems. The base service is a prerequisite except for the Gateways. Provides assistance with X9000 administration, planned configuration changes, and management best practices. Multiple quantities of this activity may be needed, depending on the scope agreed to by the customer and ASM. Provides customized technical and operational guidance for HP storage and the interconnecting SAN. Covers SANs connected to up to servers or server blades. HP assesses the supportability of the SAN including multivendor SAN infrastructure. Covers SANs connected to up to servers or server blades. Updates firmware on up to two SAN Switches to the latest revision. Covers only HP-branded and nonhp-branded Brocade switches. Updates firmware on up to 6 additional Brocade SAN Switches to the latest revision. Requires the base service as a prerequisite. Both Base and Extension must be done in a single trip to the site. Provides configuration best practice analysis and specific recommendations for one SVSP solution. (OS, Exchange Server, MS-SQL-Server) (basic package) Gathering and analyzing important key performance metrics of your business critical windows application server in correlation to the business application running on the HW. A technical Consultant of the SAP & Performance Team will call the customer to hear about his requirements. If necessary he will log on to the system to doublecheck. Based on this information he will propose the appropriate Services to the customer. Provides patch recommendation for the OS based on known issues/fixes/best practices to ensure optimal functioning of SAP SW running on top of HP HW/OS. The service provides an analysis of the key capacity and performance metrics of the SAP BW powered by HANA system over a specific period of time. It documents and analyzes key figures separately for the Suse Linux operating system, the HANA DB, and the SAP BW application and summarizes the findings, comments and recommendations in a single report. 3 Page 11

12 Service Activity Performance Consulting: Operating System (Windows, HP-UX, Linux) (basic package) UPDATED! HP Application Standard Meter Service UPDATED! SAP Performance and Capacity Management Technical Services UPDATED! HP Trend Analysis Service for SAP Environments HP Proactive Select Menu Report that covers all important OS metrics like CPU, memory, & I/O. A web service providing accurate measurement and automatic analysis of resource consumption (SAPS, SPEC, tpmc) of consolidated application systems (4 SAP instances), enabling companies to accurately measure this even in highly dynamic virtualized, consolidated and cloud based environments. Reports are provided based on innovative visual analysis technology. A certified technical consultant will perform Services of your choice. Customers can select individually from the brochure of the SAP & Performance Team or decide for one of the following preconfigured packages. 1. Trend Analysis (TAMS) 2. Performance consulting 3. Capacity analysis 4. IRSA/SAP SolMan integration. Individual selection of services (e.g. BWA Health Check, PASS) Provides analysis of capacity and performance key figures on SAP, DB, and OS level, and presents evaluation of findings and recommendations in a written report. Supported SAP components are: 1. SAP ERP 2. SAP BW 3. SAP SCM-Live Cache 4. Applicable for the ABAP and/or the JAVA Stack (EP,XI,CE,BO) The content of the report depends on the respective SAP component or Stack. credits are good for one component of any type and one single stack Software - Virtualization and Insight Control Availability Analysis for Virtual This service provides an availability analysis of the Customer s virtual Environments environment. HP uses a combination of data collection, interview(s) with key Customer personnel, and a walkthrough of the Customer s data center to profile and document the Customer s virtualized environment. The service examines key attributes of the Customer s hardware, software, management processes, and physical site. Data collection and analysis are performed on up to one populated enclosure OR 8 standalone servers OR 1 storage array. Associated SAN switches and the network utilized by that product are covered. The Customer must have HP Systems Insight Manager (SIM) installed with Remote Data Collection enabled. Hypervisor Patch Notification HP Insight Control Software Remote Specialist Advice (see note ) Provides a single patch notification for one selected Hypervisor from the following list, VMware vsphere, Server, or ESXi or Microsoft Hyper-V. HP will also advise of patching implications for VM host O/S and Server firmware patches. Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in HP Insight Control Software 3 2 HP Health Check Analysis for VMware Virtual Servers (see note 8) HP Insight SW Operational and Performance Review Service Reviews the Customer s virtualized environment; comparing to best practices, recommended patch and firmware levels, configuration attributes, etc. The HP Insight SW Operational and Performance Review Service offers technical and operational guidance to improve the performance and ongoing management of windows-based HP Insight SW managed environments 2 Page 12

13 Service Activity Performance and Capacity Analysis for Virtual Environments Virtualization Readiness Workshop for Critical Applications VMware Server Virtualization Remote Specialist Advice (see note ) Network Network Network Asset Report (1st 0 devices) Network Asset Report (for each additional 0 devices) Proactive Notification of Critical Network SW and FW Problems (1st 0 devices) Proactive Notification of Critical Network SW and FW Problems (for each additional 0 devices) HP Proactive Select Menu This service provides an analysis of virtual infrastructure capacity utilization and performance for virtualized environments and related HP ProLiant servers, storage, and network devices, as well as VMware and Microsoft hypervisors. Data collection and analysis are performed on a Customer-identified segment of the Customer s environment, consisting of up to one populated enclosure OR 8 standalone servers OR 1 storage array. Associated SAN switches and the network utilized by that product are covered. For HP StorageWorks EVA/XP storage environments, HP StorageWorks Command View EVAPerf and/or HP StorageWorks XP Performance Advisor must already be installed and configured in the Customer s environment. This service helps the Customer investigate and understand the issues involved in virtualizing one critical application. The workshop helps identify key issues, risks, and success factors associated with virtualizing the targeted application. The service addresses the virtualization of one single application instance. Applications covered under this service are enterprise applications such as Microsoft Exchange and Microsoft SharePoint. Please consult your HP account team for more detail. Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in VMware server virtualization The asset report is a comprehensive equipment audit to map the Customer s network topology. In addition, the Customer will receive a report describing the network hierarchy, network software versions and hardware devices. The asset report is a comprehensive equipment audit to map the Customer s network topology. In addition, the Customer will receive a report describing the network hierarchy, network software versions and hardware devices. Proactive notification of critical network problems that may impact network operation. The notification is specific to HP network device software and network device software and organizations for which HP is an authorized service provider. Proactive notification of critical network problems that may impact network operation. The notification is specific to HP network device software and network device software and organizations for which HP is an authorized service provider Environment - Delivery Management Delivery Planning and Review (see note 8) Environment Education Education Credit (see note 9) Onsite delivery planning and review session to review updates to the Proactive Delivery Plan, discuss trends, observations and possible risks identified during the delivery of the selected services as well as planned changes. Discuss recommendations for additional activities to address customer needs. Education credits fund Customer employee attendance at relevant HP training courses, thus enabling the Customer to maximize their return from their IT investment. Five credits = one day of classroom training. 2 Page 13

14 Service Activity Education Planning Assistance Technical On-line Seminars (see notes,11) Technical On-line Seminar Product Update Brief (PUB)(See notes,11) Environment ITSM ITSM Assessment for Virtualized Environments ITSM Quick Assessment Environment Management Hardware and Software Asset Inventory HP Insight Remote Support Advanced Discovery and Activation for Additional Devices (see note 8) HP Insight Remote Support Advanced Discovery and Activation for HP-UX and OpenVMS (see note 8) HP Insight Remote Support Advanced Discovery and Activation (except for HP-UX and OpenVMS) (see note 8) HP Insight Remote Support Advanced & HP SIM Configuration (see note 8) HP Proactive Select Menu Education Planning Assistance (EPA) is a brief meeting to identify a Customer's specific training needs, and to create a plan outlining how to fulfill these needs (along with timing and costs). The EPA service can be delivered by an Account Support Manager (ASM), or (based on mutual agreement between the local Mission Critical and HP Education teams) by HP Education Services or by both teams together. The Technical On-line Seminar (TOS) program delivers 4-hour, virtual, technical seminars for customers who want access to topical, concise information from HP experts. This service provides for registration and attendance of two customer employees. The Technical Online Seminar Product Update Brief (PUB) delivers 2-hour, virtual, technical seminars to HP s proactive support customers who already know the general technology, but are looking for specific, detailed, technical information on a given subject. It focuses on a specific technical aspect of a product or new version release information. This activity entitles two customers to attend. An assessment of customer s management and operational practices for a virtual environment, identifying gaps and challenges and offering recommendations for improvement in management practices HP-facilitated workshop that allows Customers to compare and contrast their IT organization's IT infrastructure and processes against its availability and other business goals. In industry-standard environments, it can be difficult to track the many hardware and software assets. Customers tools and manual methods may not provide complete or detailed results. This service provides a comprehensive review of the HP and non-hp hardware and software installed in a Customer s IT environment. This service is designed to discover up to 1,000 devices located at the same site of a customer s environment. The ASM can provide pricing for larger environments with more than 1,000 devices. Discovers and activates four HP-UX or OpenVMS servers or ten Windows or Linux servers or ten storage devices for monitoring by HP Insight Remote Support Advanced Discovers and activates eight HP-UX or OpenVMS servers for monitoring by HP Insight Remote Support-Advanced Discovers and activates eight HP StorageWorks devices or HP servers running Windows or Linux for monitoring by HP Insight Remote Support-Advanced Configures HP Insight Remote Support Advanced and HP Systems Insight Manager (if required) on a Windows based Server, intended for customers migrating from ISEE to Insight RS Advanced Page 14

15 Service Activity Insight Remote Support Software Remote Specialist Advice (see note ) Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in HP Insight Remote Support topics 2 Virtual and Physical Technology Review Environment - Power and Cooling HP provides a review of the virtual and physical environment. The review provides a technical and supportability review of the IT environment, including productspecific compliance to environmental specifications. The environment review and Customer interviews identify key areas requiring further attention. The ASM works with the Customer to plan how to address these areas using appropriate proactive services Insight Control Power and Thermal Monitoring Quick Thermal Assessment Environment Security Security Quick Assessment Security Review for Virtual Environments Vulnerability Scans Custom Custom Custom Deliverable (see note 8) HP Insight Control power management (ICpm) software offers features for monitoring and controlling the power and thermal profile of ProLiant environments. This service helps the Customer understand these capabilities and apply them through hands-on experience. This service provides detailed usage for a complete blade enclosure or rack, and general usage for up to two enclosures or racks, within the CA-supported environment. The Customer must have the current version of ICpm installed and operational. For complete requirements, refer to the HP Insight Software Support Matrix on Assesses facility cooling conditions and capacities against industry best practices with recommendations for improvement. HP facilitated workshop which allows the Customer to compare and contrast their security infrastructure, policy and process against industry best practices. This service provides an assessment of the Customer s virtualized infrastructure vulnerability and security practices. Vulnerability is tested by credentialed security scans, which are conducted by certified security specialists from HP s Security and Privacy Professional Services organization. The service covers up to 1 logical servers in the Customer s CA-supported environment. The ASM can provide pricing for larger environments. The Customer must provide system access for remote vulnerability testing, or optionally can pay additional travel costs to obtain onsite service. The ASM will provide the exact service fee upon request. HP provides three levels of vulnerability scans: remote perimeter scan, onsite basic scan, onsite basic wireless scan. Includes one range of 0 IP addresses as applicable. Custom activities Custom Notes: 1) * are credits redeemed Monday - Friday during standard HP business hours, excluding HP holidays. Additional credits required for delivery during non-standard HP business hours. 2) Proactive Select Packages are sold in,, 60, & 180 credit packages with additional multiples of credits available. 3) Prerequisites may be required for some service activities. 4) Not available in APJ. ) Delivered remotely by a Proactive Support Specialist. 7) Please use standard Care Pack services for initial product installation. Page 1

16 8) Enabled for Channel Co-Delivery 9) Courses excluded are: HP Education Storage Training Classes : XP or SAN Essentials classes, ITIL, VMware and Microsoft classes, HP Software products services classes, HP Education Onsite courses ) Only available in India for APJ 11) Not available out of hours Jump to Top of Document Page 16