HP Proactive Select Menu July Version 1.0

Transcription

1 - USA July 11 Revision: July 11 - 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...6 Operating System Patch Analysis - Additional Operating System Instances...6 Server Firmware Update Recommendations...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 System Health Check (direct)...6 System Health Check (onsite)...6 System Health Check (remote)...6 Server & Operating System Blades...6 Blade Technology and Toolset Assessment...7 Blade Technology Bulletin...7 BladeSystem Firmware and Driver Gap Analysis First Enclosure...7 BladeSystem Firmware and Driver Gap Analysis Additional Enclosure...7 BladeSystem Firmware and Driver Update Process Review...7 BladeSystem Matrix Expansion Kit Integration Service...7 HP BladeSystem Matrix Firmware Update Service for First Enclosure (see note 7)...7 HP BladeSystem Matrix Firmware Update Service for Additional Enclosures (see note 7)...7 BladeSystem Matrix Upgrade (same CMS hardware) Service...7 BladeSystem Matrix Upgrade (change CMS hardware) Service...7 HP BladeSystem (non-matrix) Firmware Update Service for First Enclosure (see note 7)...7 HP BladeSystem (non-matrix) Firmware Update Service for Additional Enclosures (see note 7)...7 HP Virtual Connect and Virtual Connect Enterprise Manager Remote Specialist Advice (see note )...8 Server & Operating System Business Critical...8 Cluster Consistency Service...8 Cluster Consistency Service (additional node)...8 Storage Data Management...8 HP Storage Data Migration for EVA...8 HP Storage Data Migration for Open Systems...8 Data Sanitization Service...8 Data Sanitization Service (add host)...8 Data Sanitization Service (add volume)...8 Storage Disk Backup...8 Data Protector Performance Assessment (base)...8 Data Protector Performance Assessment (extension)...8 Page 2

3 Virtual Library System Health Check...9 Storage 3PAR...9 3PAR Storage Assessment Service...9 Storage EVA...9 EVA Firmware Update Service (1 upgrade) (see note 7)...9 EVA Firmware Update Service (2 upgrades)(see note 7)...9 EVA Firmware Update Service ( upgrades)(see note 7)...9 EVA Health Check...9 EVA Performance Analysis...9 EVA Vdisk/LUN Design and Configuration (see note 7)...9 Storage EVA, P00 (MSA), P4000 (LeftHand)...9 Storage and SAN Firmware and Software Analysis...9 Storage Array High Availability Technical Assessment...9 Storage High Availability Technical Evaluation...9 Storage P4000 (LeftHand)...9 P4000 SAN/iQ Update Service (see note 7)...9 Performance and Capacity Assessment for P 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... SAN Supportability Assessment... NEW! SAN Switch Firmware Update (Base)... NEW! SAN Switch Firmware Update (Extension)... Storage SVSP...11 SVSP Health Check...11 SVSP Technical and Operational Assistance...11 Software Microsoft...11 Microsoft Exchange Server Remote Specialist Advice (see note )...11 Microsoft Performance Consulting Service (basic package)...11 Microsoft SQL Server Remote Specialist Advice (see note )...11 Performance Analysis Measurement for Windows Systems (PAM-S)...11 Software SAP...11 Account Performance Consultant for SAP (basic starter package)...11 BW Accelerator Health Check...11 Coordinated HP-UX Patch Management for SAP Systems...11 NEW! HANA Capacity Management Review...12 Page 3

4 Performance Analysis for SAP System (PASS)...12 Performance Consulting: Operating System (Windows, HP-UX, Linux) (basic package)...12 SAP Performance Consulting: R/3 ERP and Selected SAP Component (basic package)...12 SAPS Meter PLUS Service (for 12 SAP instances)...12 SAPS Meter PLUS Service (4 additional instances)...12 SAPS Meter Service...12 SAPS Meter Service (for each 4 additional SAP instances)...12 SAP Technical Advice...12 HP Trend Analysis Service for SAP Environments...12 HP Trend Analysis Service for SAP with Java stack...12 Software - Virtualization and Insight Control...12 Hypervisor Patch Notification...12 HP Insight Capacity Advisor Virtualization Services: Introductory, Physical to Virtual...12 HP Insight Capacity Advisor Virtualization Services: Intermediate, Physical to Virtual...12 HP Insight Capacity Advisor Virtualization Services: Intermediate, Physical and Virtual to Virtual...13 HP Insight Control Software Remote Specialist Advice (see note )...13 HP Insight Dynamics Software Remote Specialist Advice (see note )...13 HP Health Check Analysis for VMware Virtual Servers...13 HP Insight SW Operational and Performance Review Service...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 Priority Connect Core...13 Priority Connect Annual Fee...13 (see note 6)...13 Updated! Priority Connect Incident...13 Priority Connect Options...14 Priority Connect Call Reporting (see note 6)...14 Priority Connect Support Activity Reviews (see note 6)...14 Updated! Priority Connect Incident Surcharge if no Microsoft support purchased (see note 6)...14 Environment - Delivery Management...14 Delivery Planning and Review...14 Environment Education...14 Education Planning Assistance...14 Technical On-line Seminars (see note 4)...14 Environment ITSM...14 Page 4

5 ITSM Assessment for Virtualized Environments...14 ITSM Intermediate Assessment...14 ITSM Quick Assessment...14 Service Improvement Plan...14 Storage ITSM Assessment...14 Manage a Service Improvement Plan...1 Environment Management...1 HP Insight Remote Support Advanced Discovery and Activation for Additional Devices...1 HP Insight Remote Support Advanced Discovery and Activation for HP-UX and OpenVMS...1 HP Insight Remote Support Advanced Discovery and Activation (except for HP-UX and OpenVMS)...1 HP Insight Remote Support Advanced & HP SIM Configuration...1 Insight Remote Support Software Remote Specialist Advice (see note )...1 Environment - Power and Cooling...1 Comprehensive Thermal Assessment (<,000 square feet data center)(see note 4)...1 Comprehensive Thermal Assessment (>,000-2,000 square feet data center)(see note 4)...1 Energy Efficiency Assessment (0-k square feet data center) (see note 4)...1 Energy Efficiency Assessment (-2k square feet data center)(see note 4)...1 Energy Efficiency Assessment (2-0k square feet data center)(see note 4)...1 Energy Efficiency Assessment (0-0k square feet data center)(see note 4)...16 Quick Thermal Assessment...16 Environment Security...16 Critical Security Alert...16 Penetration Testing...16 Security Awareness Seminar...16 Security Quick Assessment...16 Vulnerability Scans...16 Custom Custom...16 Custom Deliverable - Account Support Manager...16 Custom Deliverable - Technical Consultant (see note 7)...16 Notes:...16 Page

6 Service Activity Server & Operating System All Operating System Patch Analysis (see note 8) HP Proactive Select Menu 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 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) System Health Check (direct) System Health Check (onsite) 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 ISS, HP-UX HP9000/Integrity Entry-Class Server in a customer engagement. This service covers up to two additional non-bladed, ISS,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 ISS, HP-UX HP9000/Integrity Midrange Server in a customer engagement. This service covers one additional non-bladed ISS, 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. 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. 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. 1 System Health Check (remote) (see note 8) Server & Operating System Blades 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. Page 6

7 Service Activity Blade Technology and Toolset Assessment Blade Technology Bulletin BladeSystem Firmware and Driver Gap Analysis First Enclosure BladeSystem Firmware and Driver Gap Analysis Additional Enclosure BladeSystem Firmware and Driver Update Process Review BladeSystem Matrix Expansion Kit Integration Service HP BladeSystem Matrix Firmware Update Service for First Enclosure (see note 7) HP BladeSystem Matrix Firmware Update Service for Additional Enclosures (see note 7) BladeSystem Matrix Upgrade (same CMS hardware) Service BladeSystem Matrix Upgrade (change CMS hardware) Service HP BladeSystem (non-matrix) Firmware Update Service for First Enclosure (see note 7) HP BladeSystem (non-matrix) Firmware Update Service for Additional Enclosures (see note 7) HP Proactive Select Menu 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 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 BladeSystem Matrix Expansion Kits into an existing Matrix environment. This service reviews your BladeSystem Matrix firmware versions and then installs the appropriate Matrix firmware bundle. This service is exclusively for BladeSystem Matrix solutions, and provides service for the first Matrix enclosure in your environment during a single engagement. This service reviews your BladeSystem Matrix firmware versions and then installs the appropriate Matrix firmware bundle. This service is exclusively for BladeSystem 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 Matrix environment. This activity Provides current BladeSystem Matrix users with an upgrade from an earlier version of BladeSystem Matrix to the current version. The upgrade applies to a single Matrix system which is retaining the existing CMS hardware. This activity Provides current BladeSystem Matrix users with an upgrade from an earlier version of BladeSystem Matrix to the current version. The upgrade applies to a single Matrix system which during the update will be migrating to different CSM hardware. This service reviews your BladeSystem (non-matrix) firmware versions and then installs the appropriate firmware bundle. This service is for all non-matrix BladeSystems, and provides service for the first enclosure in your environment during a single engagement. This service reviews your BladeSystem (non-matrix) firmware versions and then installs the appropriate firmware bundle. This service is for all non-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 Page 7

8 Service Activity HP Virtual Connect and Virtual Connect Enterprise Manager Remote Specialist Advice (see note ) Server & Operating System Business Critical Cluster Consistency Service Cluster Consistency Service (additional node) Storage Data Management HP Storage Data Migration for EVA HP Proactive Select Menu 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 Assessment of one 2-3 node HP-UX cluster to diagnose and identify current threats to application operation or a restart after failover. 2 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. 3 1 Service provides the specialized expertise and tools necessary to effectively and safely migrate customer data to their HP EVA array while aligning to specific cost, availability and business needs. Different methodologies are available based on customer needs online/offline/replication over SAN, WAN or LAN target can be at a local or remote location. Service includes all required hardware and software tools. Please contact your HP Sales representative to obtain assistance on the quantity to purchase. 1 HP Storage Data Migration for Open Systems Data Sanitization Service Data Sanitization Service (add host) Service provides the specialized expertise and tools necessary to effectively and safely migrate customer data to their HP array while aligning to specific cost, availability and business needs. Different methodologies are available based on customer needs online/offline/replication over SAN, WAN or LAN target can be at a local or remote location. Service includes all required hardware and software tools. Please contact your HP Sales representative to obtain assistance on the quantity to purchase. 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. 1 Data Sanitization Service (add volume) Storage Disk Backup Data Protector Performance Assessment (base) Extends the data sanitization service to add additional volumes. 1 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. 40 Data Protector Performance Assessment (extension) Provides performance assessment and recommendations for one additional backup type. The base Data Protector Performance Assessment is a prerequisite. Page 8

9 Service Activity Virtual Library System Health Check Storage 3PAR 3PAR Storage Assessment Service Storage EVA EVA Firmware Update Service (1 upgrade) (see note 7) 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 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. Detailed planning and onsite firmware update for one firmware release for one EVA. EVA Firmware Update Service (2 upgrades)(see note 7) EVA Firmware Update Service ( upgrades)(see note 7) EVA Health Check EVA Performance Analysis 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 EVA Vdisk/LUN Design and Configuration (see note 7) Storage EVA, P00 (MSA), P4000 (LeftHand) Storage and SAN Firmware and Software Analysis Design and configuration of a Virtual Disk (Vdisk) or LUN set up on one EVA to improve capacity utilization or performance. 2 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. Storage Array High Availability Technical Assessment 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. Storage High Availability Technical Evaluation Storage P4000 (LeftHand) P4000 SAN/iQ Update Service (see note 7) 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. Performance and Capacity Assessment for P4000 Provides a performance and capacity analysis for one P4000 (Lefthand) SAN cluster of up to nodes. Page 9

10 Service Activity 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 SAN Supportability Assessment NEW! SAN Switch Firmware Update (Base) NEW! SAN Switch Firmware Update (Extension) 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. 2 Page

11 Service Activity Storage SVSP SVSP Health Check SVSP Technical and Operational Assistance Software Microsoft Microsoft Exchange Server Remote Specialist Advice (see note ) Provides configuration best practice analysis and specific recommendations for one SVSP solution. Provides assistance with SVSP 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 up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in HP Microsoft Exchange Server topics 2 Microsoft Performance Consulting Service (basic package) Microsoft SQL Server Remote Specialist Advice (see note ) (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. Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in Microsoft SQL Server topics 2 Performance Analysis Measurement for Windows Systems (PAM-S) Software SAP Account Performance Consultant for SAP (basic starter package) BW Accelerator Health Check Coordinated HP-UX Patch Management for SAP Systems NEW! HANA Capacity Management Review Detailed OS Metrics - CPU, RAM, disk & app for Microsoft Windows; report covers all important OS metrics like CPU, memory, & I/O. A SAP expert from the SAP and performance team will analyze the whole SAP environment of the customer once a year, collects major unsolved issues, offers and performs suitable Services from the comprehensive SAP portfolio. The focus of these Services is Performance, Trend and Capacity. Analysis of current system operation, future capacity, includes all layers (SAP, hardware, operating system). 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. Checks for actual memory consumption and workload trends; provide advice for capacity limits/upgrade recommendations. Report on RPM dates/revisions applied to the solution. Monitor and report on replication server performance (queuing, I/O bottlenecks etc) and recommend improvements. Page 11

12 Service Activity Performance Analysis for SAP System (PASS) Performance Consulting: Operating System (Windows, HP-UX, Linux) (basic package) SAP Performance Consulting: R/3 ERP and Selected SAP Component (basic package) SAPS Meter PLUS Service (for 12 SAP instances) SAPS Meter PLUS Service (4 additional instances) SAPS Meter Service SAPS Meter Service (for each 4 additional SAP instances) HP Performance Analysis for SAP System provides a one-time, thorough snapshot of your SAP system's performance, identifies the source of existing bottlenecks, and predicts critical areas where future bottlenecks may occur. Analyzes SAP system performance in conjunction with HP-UX or Linux Operating System KPIs. Report that covers all important OS metrics like CPU, memory, & I/O. Report that covers SAP KPIs (response times) with DB parameter and SQLs. Provides features of SAPS Meter Service for measurement of resource consumption (SAPS) of consolidated SAP systems, plus collection of additional data from SAP and use of innovative visual analysis technology Adds 4 additional SAP instances to those covered by the SAPS Meter PLUS Service A web service providing accurate measurement and automatic analysis of resource consumption (SAPS) of consolidated SAP systems (12 SAP instances), enabling companies to accurately measure this even in highly dynamic virtualized and consolidated environments Adds 4 additional SAP instances to those covered by SAPS Meter Service 60 SAP Technical Advice HP Trend Analysis Service for SAP Environments HP Trend Analysis Service for SAP with Java stack Software - Virtualization and Insight Control Hypervisor Patch Notification HP Insight Capacity Advisor Virtualization Services: Introductory, Physical to Virtual This service is designed to provide the customer with SAP related technical services to cover common SAP related issues. There are 3 main areas covered: 1. Performance 2. Capacity 3. Trend Analysis 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. Provides evaluation of SAP key performance metrics for one SAP system with Java stack, with a report summarizing data, performance situation, trends and recommendations 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 assistance in understanding and developing a consolidated and virtualized server infrastructure. During the assessment stage, HP will perform data collection on up to 0 physical servers for a period of days. 3 HP Insight Capacity Advisor Virtualization Services: Intermediate, Physical to Virtual Provides assistance in understanding and developing a consolidated and virtualized server infrastructure. During the assessment stage, HP will perform data collection on up to 00 physical servers for a period of days. 170 Page 12

13 Service Activity HP Insight Capacity Advisor Virtualization Services: Intermediate, Physical and Virtual to Virtual HP Insight Control Software Remote Specialist Advice (see note ) HP Insight Dynamics Software Remote Specialist Advice (see note ) HP Health Check Analysis for VMware Virtual Servers HP Insight SW Operational and Performance Review Service VMware Server Virtualization Remote Specialist Advice (see note ) HP Proactive Select Menu Provides assistance in understanding and developing a plan to consolidate Customer s physical to virtual environments as well as their virtual to virtual environments. During the assessment stage, HP will perform data collection on up to 00 physical servers for a period of days. Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in HP Insight Control Software Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in HP Insight Dynamics Software 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 Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in VMware server virtualization Network Network Network Asset Report (1st 0 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. 2 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) 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 Priority Connect Core Priority Connect Annual Fee (see note 6) Assignment of named Remote Support Account Advocate (RSAA). Set up and maintenance of systems by RSAA to provide Priority Connect support. Participation in account reviews. Charged annually. Updated! Priority Connect Incident (see note 6) Per incident credit charge for use of the Priority Connect service. The RSAA provides an infrastructure solution support experience for Windows/Linux server environments. Covers HW and SW products typical in these environments such as x86 servers, OS, hypervisors, mgt SW, storage, SAN and network. 4 Page 13

14 Service Activity Priority Connect Options Priority Connect Call Reporting (see note 6) Report detailing reactive support call information and proactive activities completed during a three month period. Credit charge covers one time only. Priority Connect Support Activity Reviews (see note 6) Updated! Priority Connect Incident Surcharge if no Microsoft support purchased (see note 6) HP provides the customer with a quarterly support activity report that documents reactive support call information and proactive activities completed during that specific period. The report highlights potential risk factors, calls trends and includes appropriate recommendations. Credit charge covers one year. Extra credit charge (charged in addition to the per incident credit charge) if there is no separate Microsoft support purchased from HP. Charged per incident. 2 Environment - Delivery Management Delivery Planning and Review Environment Education Education Planning Assistance 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 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. Technical On-line Seminars (see note 4) Environment ITSM ITSM Assessment for Virtualized Environments 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. 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 4 ITSM Intermediate Assessment ITSM Quick Assessment Service Improvement Plan Storage ITSM Assessment Identification of major areas of risk to the delivery of the Customer s service-level agreements with its end users, with key recommendations to address those risks. 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. Develop a prioritized and achievable Service Improvement Plan (SIP) for the Customer based on gaps and weaknesses identified during an assessment. Provides an assessment of the management and operational practices for an HP storage environment, identifying gaps and challenges and offering recommendations for improvement Page 14

15 Service Activity Manage a Service Improvement Plan Environment Management HP Insight Remote Support Advanced Discovery and Activation for Additional Devices HP Proactive Select Menu Once the improvement plan has been developed, help the Customer manage their plan by providing oversight in the execution of the plan, advice and guidance in implementation of improvement activities 4 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 HP Insight Remote Support Advanced Discovery and Activation for HP-UX and OpenVMS HP Insight Remote Support Advanced Discovery and Activation (except for HP-UX and OpenVMS) 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 1 HP Insight Remote Support Advanced & HP SIM Configuration Insight Remote Support Software Remote Specialist Advice (see note ) Environment - Power and Cooling Comprehensive Thermal Assessment (<,000 square feet data center)(see note 4) 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. Provides up to 3 hours of discussion with a remote Proactive Support Specialist with expertise in HP Insight Remote Support topics Thermal assessment leveraging Computational Fluid Dynamics to model and analyze improvements to your facility s cooling environment. 2 1 Comprehensive Thermal Assessment (>,000-2,000 square feet data center)(see note 4) Energy Efficiency Assessment (0-k square feet data center) (see note 4) Energy Efficiency Assessment (-2k square feet data center)(see note 4) Energy Efficiency Assessment (2-0k square feet data center)(see note 4) Thermal assessment leveraging Computational Fluid Dynamics to model and analyze improvements to your facility s cooling environment. HP s Energy Efficiency Assessment Service can help a customer manage the efficiency of their facilities by calculating baseline energy efficiency and greenhouse gas emission metrics, identifying mechanical, electrical and operational issues in the facility that impact energy efficiency, and providing recommendations and actions to improve the efficiency of the facility. HP s Energy Efficiency Assessment Service can help a customer manage the efficiency of their facilities by calculating baseline energy efficiency and greenhouse gas emission metrics, identifying mechanical, electrical and operational issues in the facility that impact energy efficiency, and providing recommendations and actions to improve the efficiency of the facility. HP s Energy Efficiency Assessment Service can help a customer manage the efficiency of their facilities by calculating baseline energy efficiency and greenhouse gas emission metrics, identifying mechanical, electrical and operational issues in the facility that impact energy efficiency, and providing recommendations and actions to improve the efficiency of the facility Page 1

16 Service Activity Energy Efficiency Assessment (0-0k square feet data center)(see note 4) Quick Thermal Assessment Environment Security Critical Security Alert Penetration Testing Security Awareness Seminar Security Quick Assessment Vulnerability Scans Custom Custom Custom Deliverable - Account Support Manager HP s Energy Efficiency Assessment Service can help a customer manage the efficiency of their facilities by calculating baseline energy efficiency and greenhouse gas emission metrics, identifying mechanical, electrical and operational issues in the facility that impact energy efficiency, and providing recommendations and actions to improve the efficiency of the facility. Assesses facility cooling conditions and capacities against industry best practices with recommendations for improvement. HP will notify you about critical information security alerts on a 24x7 basis, covering a wide range of sources and technologies. Per server or network appliance. External and/or internal. Includes attempts to obtain access to your targeted systems and written recommendations for mitigating vulnerabilities A one-time seminar delivered by the security consultant in order to help establish common understanding and language between HP and your IT and security staff. HP facilitated workshop which allows the Customer to compare and contrast their security infrastructure, policy and process against industry best practices. 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 defined with Account Support Manager 9 0 Custom Custom Deliverable - Technical Consultant (see note 7) Custom activities defined with Technical Consultant 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. 6) Priority Connect is a remotely delivered service. 7) Please use standard Care Pack services for initial product installation. 8) Enabled for Channel Co-Delivery Jump to Top of Document Page 16