HP Proactive Care Service (Proactive Care) offers an integrated set of proactive and reactive services designed to help you improve the availability and performance of your converged infrastructure. In a complex environment, many components need to work together effectively. Proactive Care has been specifically designed to support these complex environments, providing an end-to-end environment support solution that covers servers, operating systems, hypervisors, storage, storage area networks (SANs), and networks. In the event of a service incident, Proactive Care provides access to technical solution specialists who can help you to rapidly resolve critical issues. HP employs accelerated escalation procedures to resolve complex incidents. In addition, your support team of HP specialists is equipped with remote technologies and tools designed to reduce downtime and increase productivity.* The service includes onsite hardware repair if it is required to resolve the issue. You can choose from a range of hardware reactive support levels to meet your business and operational needs. Proactive Care helps you avoid issues by providing such services as firmware release and software patching analysis and recommendations, so that your environment is current and compatible. You will receive a regular Proactive Scan of covered products which can help you to uncover configuration, availability, and security problems more proactively. Proactive Care also provides regular incident reporting to help you avoid repeat problems.
If the Customer does not act upon the specified Customer responsibilities, HP or the HP authorized service provider will, at HP's discretion, i) not be obligated to deliver the services as described, or ii) perform such service at the Customer's expense at the prevailing time-and-materials rates. The Customer will identify a focal point and an internal Customer team to work collaboratively with the HP account team in the development, implementation, and ongoing review of account support plan. The call-to-repair time commitment is subject to the Customer providing immediate and unrestricted access to the system, as requested by HP. The call-to-repair time commitment does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time. Upon HP request, the Customer will be required to support HP's remote problem resolution efforts. The Customer will:
- Start self-tests, install and run other diagnostic tools and programs
- Install customer-installable firmware updates & patches
- Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility
- Perform other reasonable activities to help HP identify or resolve problems, as requested by HP The Customer is responsible for installing and maintaining the appropriate HP remote support solution, with a secure connection to HP, and to provide all necessary resources in accordance with the HP remote support solution release notes, in order to enable the delivery of the service and options. The Customer must also provide any hardware required to host the remote support solution. When an HP remote support solution is installed, the Customer must also maintain the contact details configured in the remote support solution that HP will use in responding to a device failure. Please contact a local HP representative for further details on requirements, specifications, and exclusions. For scheduled calls, the Customer shall promptly make the equipment available to HP for remedial activities at the agreed-upon time.
HP will acknowledge a service request by logging a case, communicating the case ID to the Customer, and confirming the Customer's incident severity and time requirements for the commencement of remedial action. Note: For events received via HP electronic remote support solutions, HP is required to contact the Customer, determine the incident severity with the Customer, and arrange access to the system before the hardware call-to-repair time or hardware onsite response time period can start. Onsite hardware support response times and call-to-repair time commitments, as well as software support remote response times, may differ depending on incident severity. The Customer determines the incident severity level. Incident severity levels are defined as follows:
- Severity 1