HP GS1280 - Manual (Page 51)

HP Proactive 24 Service-level management
Assigned account manager
Account support plan
Onsite support planning meetings
Quarterly activity reviews
One HP technical service engagement for selected hardware environments
Availability management
Site environmental survey
System healthcheck assessment for central server
Configuration, change, and release management
Semi-annual operating systems patch analysis and management
Semi-annual firmware updates and micro-code recommendations
Remote monitoring for event notification
Incident and problem management
24x7 HW/SW support
4-hour response on-site hardware support
2-hour response for software support
Phone number for problem resolution
HP Proactive 24, 12 months HA111A1-aaa
HP Proactive 24, 36 months HA111A3-aaa
Critical Services Service-level management
Assigned HP-certified customer support team
Remote monitoring of IT environment's stability
Quarterly onsite support planning and activity report meetings
Two HP technical service engagement for selected hardware environments
Availability management
Site environmental survey
Availability checkup to assess state of IT environment against availability objectives
Configuration, change, and release management
Quarterly operating systems patch analysis and management
Quarterly firmware updates and micro-code recommendations
Remote monitoring for event notification
Incident and problem management
24x7 HW/SW support
Dedicated, mission critical phone number for problem resolution
Immediate connection to experts and intervention for critical hardware and software
problems
Immediate dispatch of an engineer for critical hardware problems
Accelerated escalation management
Critical Services, 12 months HA112A1-aaa
Critical Services, 36 months HA112A3-aaa
QuickSpecs
HP AlphaServer GS1280 Systems
ES/GS Common Options
DA - 11921 Worldwide — Version 24 — July 23, 2007 Page 51