HP 3000 Manuals

Ch 8. Commitment to Your Success [ General Information Manual ] MPE/iX 5.0 Documentation

General Information Manual

Chapter 8 Commitment to Your Success

Hardware and software support

Customer support services

Hewlett-Packard's customer support services are designed to ensure
long-term, productive use of HP 3000 systems. Support is available
throughout the life of your system to meet the needs of your particular
applications and working environment.

HP offers a complete range of customer support services for the HP 3000
systems:

* Hardware maintenance programs provide various levels of hardware
support for systems, workstations, and office products.
* A comprehensive network support program covers your HP and
multivendor networks.
* A choice of software support programs provides you with the level
of software support that best meets your needs.
* Standardized and custom consulting services allow you to develop
tailored solutions to meet your application needs.
* Fundamental and advanced training courses help you to quickly take
full advantage of your system's capabilities.
* Disaster recovery planning and backup services prepare you for the
unexpected.

Hewlett-Packard customer support is delivered by a worldwide network of
systems engineers (SEs), customer engineers (CEs), and HP Response Center
engineers (RCEs). These extensively trained professionals work closely
with your HP sales representative to provide you with complete support
for your HP 3000 products.

Hardware maintenance services

A 90-day on-site warranty is included with each HP 3000 system and all HP
computer products purchased with the system. After the warranty period,
service can be continued under an HP support agreement. All HP hardware
services include parts and labor for remedial maintenance.

HP SuccessLine service, HP's hardware maintenance service, provides you
with high-quality support that enables you to maximize computer system
uptime and productivity. It provides superior value for your money and
gives you the flexibility to choose response times and coverage periods
that meet your service needs.

When you purchase an HP support agreement for your HP 3000, a CE assigned
to your account personally manages your maintenance program. Your CE
performs preventive maintenance on a regularly scheduled basis as
applicable and, if necessary, adjusts or replaces parts to ensure a
continued high level of performance. Your CE also installs equipment,
updates your system with engineering improvements, monitors your site
environment, and maintains a current system log. Select equipment is
customer installable.

HP hardware support for your HP 3000 system includes HP's remote support.
A communications link using a phone line and a qualified modem enable
specialists in the HP Response Center to access your system in order to
run tests remotely and diagnose functional problems.

HP Predictive Support is also included with hardware support for most HP
3000 systems. HP Predictive Support software provides early warning of
potential problems in HP disk drives, magnetic tape media, and system
memory. This allows you to avoid unscheduled downtime and to increase
system availability.

Should your system require trouble shooting, your CE has the training and
materials to rapidly resolve most problems. The CE stays on site until
your problem is solved, even if this involves working beyond your
coverage hours. For very difficult problems, your CE can initiate an
escalation procedure that enlists all the HP resources necessary to
provide a solution.

Features included in HP 3000 hardware support agreements are detailed
below:

HP SuccessLine Service features are listed below:

* account-assigned CE
* work to completion
* escalation management program
* HP Response Center network
* Local parts inventory
* HP Predictive Support software
* remote support
* preventive maintenance
* engineering improvements
* site environment survey (for most systems)
* warranty enhancement
* installation of add-ons (for most systems)

HP SuccessLine service offers you the flexibility to choose from four
service levels:

Priority Plus Level Support.

If your applications are extremely critical and call for maximum
availability, Priority Plus Level Support service will provide you with
maximum coverage hours and days and HP's best possible response. This
coverage is ideal if you have crucial applications or multiple-shift
operations.

Priority Support.

If you require maximum availability during standard business hours and
evenings and HP's best possible response, then Priority Support service
level will meet your needs. On-site assistance is available for several
business hours beyond the standard business day, and Hewlett-Packard will
respond to your service request as quickly as possible. This coverage is
provided during the normal work week.

Next Day Support.

If your application allows for service delivery on the following business
day, then Next Day Support service will be your most cost-effective
solution for system support. This solution is ideal if you have spare or
substitute equipment. HP engineers will be on your site as quickly as
possible to begin solving the problem.

Scheduled Support.

Scheduled Support service level offers the lowest cost on-site support
for your HP workstation and office products. It is an economical support
solution if you have alternative PCs or workstations and your users are
running less critical applications. An HP engineer makes a scheduled
weekly visit to a central site at your location. To qualify for HP
SuccessLine Scheduled support, your monthly charges for a site for this
service level must exceed a minimum dollar amount.

Support selection guide for HP SuccessLine service

For HP workstation or office products, HP Customer Return service offers
an additional low-cost alternative. This service offers support for
situations where your applications are not critical and service economy
is a priority. With this service, you return the product to an HP
Customer Service Center for repair. Within three days of its arrival,
the repaired unit will be shipped (prepaid) back to you by a normal land
carrier.

Hewlett-Packard can also fully support selected non-HP terminals and PCs
and multivendor PC local area network (LANs).

HP Multivendor Network Support Program

The network life cycle
Hewlett-Packard recognizes that successful network management does not
begin or end with your purchase of network products. You begin by
recognizing a need to improve the flow of information in the
organization, and then plan a network that will meet those needs.
Implementation follows design, with the equipment purchased and
installed, your people trained to use and manage it, and the system fully
tested and operational. Once it is implemented, you operate the network
as part of your business.

However, new information needs are always emerging that require planning
for changes and enhancements, thus creating a continuous process--the
network life cycle.

Integrated, flexible assistance
Hewlett-Packard's objective is to give you complete, integrated, and
flexible support solutions. Recognizing that you have different support
needs at different stages of the cycle, HP offers a variety of network
support services. The HP Multivendor Network Support program integrates
services so that they work together logically and so that the work
performed at one stage increases the effectiveness of services performed
at a later stage. The program is also flexible. HP recommends only the
service you need to complement your own capabilities. Using HP's highly
regarded implementation and support planning process, HP tailors various
aspects of each service to your unique needs. For special needs, HP can
provide custom consulting services that allow you to leverage HP's
considerable experience in network support as your partner for success.

HP network consulting

Hewlett-Packard provides experienced network consultants who develop a
custom network design that can best support your business needs. A range
of service modules enables you to tailor services to help your
organization achieve successful network implementation and operation.

HP WireTest

HP evaluates the suitability of your existing cables prior to
implementing a new or upgraded network.

HP CableSite

HP takes responsibility for the design and installation of the cable
infrastructure needed for information transport over LANs.

HP Network Startup

HP coordinates the installation and testing of your HP and multivendor
network to ensure that it operates as designed.

HP NetAssure

HP provides you with a single point of contact for troubleshooting and
managing fault resolution on your HP and multivendor network.

HP Network Operations

HP can efficiently operate and manage your network 24 hours a day, 7 days
a week, working through HP Customer Network Centers worldwide.

HP's customer education offers a wide variety of training, from classroom
to self-paced or even custom programs delivered at your site, all
designed to help you get the most out of your network.

Software support services

HP's software support services are designed to provide you with the level
of support that best meets your specific needs, even as those needs
change. Added flexibility gives you the ability to adapt your support
plan to meet the changing requirements throughout your system's life
cycle.

Figure 8-1. HP's Software Support for HP 3000 Systems

HP TeamLine.

HP TeamLine software support service provides an HP consultant who
personally ensures you have access to the HP support resources you need,
when you need them. Your HP support consultant develops a thorough
understanding of your system environment, operations, and business
objectives; and provides specific recommendations and technical
assistance to improve your system's productivity and maximize the
effectiveness of your people.

HP ResponseLine.

HP ResponseLine software support service provides comprehensive software
maintenance. You receive unlimited telephone assistance to resolve
software problems. You also receive access to HP SupportLine electronic
support, preventive software maintenance, and problem escalation
management for your HP 3000 system. The HP Response Center network
brings together the worldwide resources of Hewlett-Packard into a single
source for complete software maintenance and guaranteed coverage and
response times. In addition, HP ResponseLine provides the right to use
software updates.

HP Startup ResponseLine.

HP Startup ResponseLine software support service is specifically designed
to grow with you as your system software support needs change during the
first year you own your HP 3000 system. It includes services to help you
successfully implement your new system and to help you maximize system
availability after implementation is complete.

During the first three months of support, you receive system
implementation assistance and on-site problem resolution assistance. In
addition, HP Startup ResponseLine provides you with the full benefits of
HP ResponseLine software support. The remaining nine months consist of
standard HP ResponseLine support to meet your ongoing support needs.

HP BasicLine.

HP BasicLine software support service delivers current, comprehensive
support information by providing electronic access to support information
and the right to use software updates. If you have questions or problems
with your software, you can quickly research them in the electronic
databases. The combination of valuable support data and powerful search
mechanisms adds up to increased productivity in supporting and developing
your applications. As another plus, you can use the electronic databases
to stay current on the latest HP products, support programs, and training
classes.

HP Custom Support Plan.

HP Custom Support Plan service is designed for customers who need
tailored software support. This service, which builds on HP TeamLine, HP
ResponseLine, or HP BasicLine software support, is unique to you.
Features depend entirely upon your needs and can incorporate anything
from performance analysis and multiple site coordination to additional
reviews and consulting.

Together, you and HP develop the plan. The result is an annual support
plan that gives you the convenience of contractual billing.

HP Software Update Materials.

Purchased in conjunction with HP TeamLine, HP ResponseLine, or HP
BasicLine software support, HP Software Update Materials service ensures
that your software and documentation are kept current. Hewlett-Packard
continuously enhances HP software products through periodic updates.
Updated software includes known defect repairs and may include additional
functional and performance improvements. You benefit from fixes or
enhancements as they become available.

HP offers a compact disk read-only memory (CD-ROM) media option for HP
Software Update Materials service on MPE V systems. With the CD-ROM
media option, you save money on the price of updates, as well as reduce
error rates and gain improvements in system uptime during updates. This
program incorporates CD-ROM technology to distribute the MPE V operating
system and all its subsystems software.

Optional services

In order to provide the complete solution, Hewlett-Packard also offers
many optional features to enhance your standard support contracts:

* The additional technical review option provides incremental time
with your SE for HP TeamLine software support.
* The additional HP Response Center caller option provides
authorization for one additional person to call the HP Response
Center.
* The software update installation option provides installation for
one operating system or subsystem update at your site.
* The off-hours update installation option provides installation for
one operating system or subsystem update during specified times
outside of normal working hours.

HP 3000 Software Support Features

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- Features - HP TeamLine - HP ResponseLine - HP BasicLine -
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- Account-assigned SE - S - - -
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- Support management review - S - - -
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- Software release planning - S - - -
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- HP Platinum Book - S - - -
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| Additional support | O | | |
| management/technical reviews | | | |
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- Access to HP Response Center - S - S - -
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- Remote support - S - S - -
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- Software problem verification - S - S - -
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- Software patch - S - S - -
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- PowerPatch - S - S - -
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- HP SupportLine - S - S - -
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| Extended-hours HP Response Center | S | S | |
| assistance | | | |
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- Problem escalation - S - S - -
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| Additional HP Response Center | O | O | |
| Caller | | | |
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- Right to use updates - S - S - S -
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- Electronic database access - S - S - S -
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- Software update installation - O - O - -
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- Off-hours update installation - O - O - -
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- S = Standard -
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- O = Additional (optional) service -
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Personal computer software support

HP ResponseLine software support service for personal computers provides
telephone assistance with software problem resolution, installation,
hardware configuration, and clarification of documentation. You receive
telephone assistance on HP software and popular third-party software.
You also receive access to HP support and product information, as well as
a computer-based training course.

Support for PCs integrated with your HP 3000 computer system is also
available as an option to your HP 3000 software support contract. Your
PC users will receive the full benefits of HP ResponseLine software
support service for PCs, plus the same benefits as your HP 3000 software
support service.

Consulting services

Hewlett-Packard offers a comprehensive set of consulting services to help
you obtain the most productive use possible from your HP 3000 system
throughout its life cycle.

Throughout the planning, implementation and operation phases of your
business cycle, HP's consulting professionals work with you to implement
quality solutions.

Migration consulting

HP divides the migration process into the following stages:

* feasibility analysis
* system and application planning
* software preparation
* migration
* testing and tuning

At each stage, HP's specially trained consultants will work with your
team, providing the level of service you need. By helping you make the
most effective use of your time and resources, HP's consulting services
offer you a powerful yet cost-effective way to streamline the migration
process.

HP Disaster Recovery

The HP Disaster Recovery program provides you with a total recovery
solution, from up-front planning and documentation to hardware backup and
recovery of your disaster site. With HP's services, you can rest assured
that when disaster strikes, your critical business applications are safe.
Two services are available in the HP Disaster Recovery program: HP
Disaster Recovery Planning service and HP Backup service.

HP Disaster Recovery Planning.

HP Disaster Recovery Planning service provides you with the knowledge and
tools necessary to develop a disaster recovery plan for your HP 3000
environment. It is designed to assist you in preparing contingency plans
to protect against the disastrous loss of computer resources. This
service helps you to do the following:

* reduce risks by using a proven planning methodology
* develop consistent, auditable plans through the use of planning
templates
* formulate workable plans rapidly through project management
templates
* write your own disaster recovery plans with our on-site customer
training

HP Backup.

HP Backup service helps keep your business running should a disaster
occur. It gives you the hardware, technical support, and customized
communications capabilities you need to keep your critical applications
up and running after a disaster strikes. HP Backup includes the
following features:

* access to fully operational HP 3000 hardware--Series 50, 70, and
950 systems--and telecommunications at our recovery facility
* access to resources and the expertise of HP's Worldwide Customer
Support Organization 24 hours a day to help address your needs
during a disaster
* annual rehearsals and reviews
* disaster site restoration assistance by your local customer
engineers
* expedited delivery of replacement equipment

MPE/iX 5.0 Documentation