HP Software-as-a-Service (SaaS) operations overview. Customer handbook
|
|
- Ellen Gaines
- 7 years ago
- Views:
Transcription
1 HP Software-as-a-Service (SaaS) operations overview Customer handbook
2 Table of contents Supported software Knowledge base and forum Operations HP Software-as-a-Service (SaaS) customer support Support agreements Technical and Non-Technical Case Logging Contacting the Network Operations Center (NOC) Service requests (SRs) Workflow Severity levels Response and resolution times SR status Escalation General escalation Frequently asked questions Security General
3 HP Software-as-a-Service (SaaS) provides hosted applications and ongoing expertise for HP business technology optimization (BTO) products. Supported software HP SaaS supports the following software. HP Project and Portfolio Management (PPM) Center software HP Project and Portfolio Management (PPM) Center software includes support for: HP Project and Portfolio Management (PPM) Project Management module HP Project and Portfolio Management (PPM) Portfolio Management module HP Project and Portfolio Management (PPM) Resource Management module HP Project and Portfolio Management (PPM) Financial Management module HP Project and Portfolio Management (PPM) Demand Management module HP Project and Portfolio Management (PPM) Time Management module Third-party integrations and Documentum functionality per your contract HP Quality Center software HP Quality Center software includes an integrated suite of role-based modules, a business dashboard, and an open, scalable, and extensible foundation designed to optimize and automate key quality activities, including requirements, test management and defects tracking. Third-party integrations are supported per your contract. HP Performance Center software HP Performance Center software includes software and a business dashboard for key performance optimization activities, including load testing, performance tuning and diagnostics across complex, heterogeneous, computing environments. We also support HP Performance Center Management software, which leverages IT governance technology and was developed by HP SaaS. HP Business Availability Center software HP Business Availability Center software includes support for: The real-time dashboard HP end-user management software HP Real User Monitor software HP Client Monitor software HP Service Level Management software HP System Availability Management software HP diagnostics software HP Universal CMDB software HP Application Mapping software 3
4 Third-party alert and data integrations per your contract 4
5 Knowledge base and forum Self-Solve Knowledge Search HP s Self Solve Knowledge Search provides immediate, easy-to-use recommendations from HP knowledge sources and technical forums. This tool is available 24x7 online to assist you and your staff in finding information needed to resolve software issues. With an improved user-friendly interface and advanced search options, you can get to the information you need even faster. You can access the Self Solve Knowledge Search tool on the Software Support Online (SSO) portal at HP Discussion Forum Customers can participate in discussion forums with other HP Software customers through the Discussion Forum link on the SSO portal. The HP Support Forums is an online community for peer-to-peer technical support and knowledge sharing. Like-minded professionals gather to exchange knowledge, best practices, and experience. Discussion forum information is accessed by navigating to the Discussion Forum link from the home page under Troubleshooting. Participation in HP Discussion Forum requires registration. If not already registered, select Forum from the left hand navigation menu. From this screen, you can find HP Discussion Forum instructions, FAQs, and other important information about the use of the HP Discussion Forum. 5
6 Operations HP SaaS operates from three main facilities; providing 24x7 coverage to customers worldwide. The HP SaaS operations teams collaborate to provide all customers with 24x7 implementation and support, regardless of geographic location. Once requests for service are received, HP SaaS operations support representatives create support cases in the HP request management system and track the work status until it is complete. You are then notified by when the activity has been completed and when the configuration or updates are ready for viewing. You can or call any member of the HP SaaS team for support at any time. Support agreements A Service Agreement ID (SAID) is your unique support identifier with HP. The SAID is required when contacting HP with questions and for accessing technical support. If you need to log an incident and have not received your SAID, please visit and select Investigate contract from the left hand menu. If you have an existing SAID and want to inquire about a support contract, please log a non-technical incident at When you first receive your SAID, you should use HP Passport to register it for web-enabled support. To create an HP Passport account, visit and click on Register above the toolbar. Please make sure to link all of your SAIDs to your HP Passport account. For a quick tutorial, visit HP SaaS customer support Contacting the NOC You can contact the NOC via web, or phone as follows. Customer support case logging Web You can log support cases using the Software Support Online (SSO) portal by visiting >Problem reporting > Submit support case To ask questions that are non-technical in nature, please use and select the non-technical case radio button. Support cases that are opened via our SSO support site are available for up-to-date status checks 24 hours a day. Telephone Customers can reach the HP SaaS operations center by calling the appropriate number for their region: North America: Toll free: , option 3 International phone: EMEA +44 (0) option 3 Singapore: , option 3 Australia: , option 3 Asia: , option 3 India: Option 3 The NOC is staffed with Operations Support Representatives (OSRs), who answer technical questions and initiate SRs. When calling the NOC, be sure to request the support case number for future reference. If you have an existing support case number please have it available when calling for the status of any request. 6
7 Support cases When you require support, you can directly submit an SR via the Software Support Online portal at If you have a severity 1 issue, we strongly urge you to request support via telephone. Once you contact the NOC for support, the Operations Support Representative (OSR) identifies you by name and customer organization and issues an support case number for tracking the issue or request for successful resolution. Workflow Create a support case in the HP SaaS problem tracking system Cases created through the SSO portal immediately generate a support case and sends you an acknowledgement with your case details. If the support case is created in response to a telephone call, the OSR communicates the support case number during the call for problem tracking. If more information about your request is needed, the OSR contacts you to collect any required or missing information. Severity assigned Your support case is assigned a severity level based on the nature of your request. We strongly urge you to use telephone support for outage/severity 1 problems. For severity 2 or 3 issues, please use the support site to expedite your service request. Case assigned to support engineer Your request is reviewed and assigned to an engineer. The engineers acknowledges receipt of your case and sends you and update if appropriate. Severity levels Severity is assigned per the guidelines in Table 1 below. Table 1. Severity Criteria 1 Urgent Service is down or unavailable. A critical part of HP Software-as-a-Service infrastructure is unavailable or inaccessible, resulting in total disruption of work or critical business impact. 2 High Service is operational but highly degraded. Service is operable but degraded to the point of major impact on usage to some or all customers. 3 Normal Service is operational but partially degraded. Service is operable but slightly degraded for some or all customers, and an acceptable workaround or solution exists. Change request Standard configuration change request 4 Low Minor problem or change request Enhancement requests, product defects or missing or erroneous documentation 7
8 Response and resolution times The HP SaaS team is committed to rapid response and resolution of customer support cases. If you submit support cases via our website, you can track the progress of your requests online. Response is defined as the amount of time given for the HP SaaS OSR to process the support case, review and assess your request, and send you a action plan for resolution. Resolution is defined as an answer, a solutions, a completed add/move/change, or a satisfactory workaround a request. Table 2 summarizes service-level commitments for processing customer support cases. Support case status Support cases are assigned severities as shown in Table 1 above. Escalation Occasionally you may encounter situations where a problem is so severe it demands immediate attention, or a significant time has passed beyond the resolution targets without a satisfactory resolution. If you are not satisfied with your level of support, an support case may be escalated as follows, depending on office location: Level 1: Technical Account Manager, HP SaaS Level 2: Delivery Manager, HP SaaS Level 3: Senior Delivery Director, HP SaaS Level 4: Vice President, HP SaaS To escalate an issue, please call the HP SaaS phone number for your region, and ask to speak to the appropriate level of representative. Please specify the support case number and the reason why the issue is being escalated. Support case resolution times Target resolution times are as listed in Table 2 Table 2 Severity Committed response time Committed resolution time Solution (one or more of the following) 1 Infrastructure only 15 minutes 1 hour 4 hours Service availability is restored. 1 Application 15 minutes 1 hour 24 hours Satisfactory workaround is provided. Service fix request is completed. Fix is incorporated into a future release where applicable business day 1 3 days Satisfactory workaround is provided. Service fix request is completed. Fix is incorporated into a future release, where applicable business day 3 5 days Answer to question is provided. Change request is completed. Satisfactory workaround is provided. Fix is incorporated into a future release where applicable business days 10 days Answer to question is provided. Change request is completed. Enhancement request is documented and forwarded to R&D for prioritization. 1 Depending on the criticality and priority of the problem, a fix may be provided in a future release or patch. 8
9 Support case status Support case status is set as per Table 3 Table 3. Status Description Open Pending The SR has been created but not assigned. Please consult Table 2 for response time estimates. The SR has been assigned and resolution is expected shortly. Please consult Table 2 for response-time estimates. Closed The SR has been closed for any of the following reasons: You and the OSR agree that a satisfactory resolution has been provided. HP SaaS operations personnel have made multiple attempts to contact you to investigate or resolve the problem, and you have not responded. For SRs submitted via the Internet or , the status may be changed to closed when the OSR has provided a reply and is confident that the reply resolves the issue or question without further activity required. In the event of a dispute over the SR status, you have the right to re-open the SR, continue investigation and arrive at a mutually acceptable resolution. Re-opened The SR is re-opened if the response or resolution given in the original SR did not resolve the issue. The OSR assigned to the service request will pursue resolution of the problem. Frequently asked questions Security What is the level of physical security for HP SaaS? All data centers provide physical, manned security to prevent unauthorized access to the data center facilities. All facilities provide electronic monitoring to prevent unauthorized access. In most cases, because HP shares rack space with other vendors, racks are located in specific cages with limited access to each cage. In all cases, visitors to this cage are logged and monitored. HP SaaS has recently completed a SysTrust security and availability audit with KPMG. SysTrust guidelines are developed by the American Institute of Certified Public Accountants. HP provides each vendor with a list of authorized HP SaaS contacts who have direct responsibility for maintaining system uptime 9
10 What security measures are in place to protect my HP SaaS data? Customer profiles and measurement data are backed up nightly. Database extracts are provided only to customer-authorized individuals. Passwords for all servers, agents and applications are revised on a periodic basis. HP SaaS passwords for customers are encrypted and are unknown to HP SaaS staff. If a password is lost, the system generates a new password and mails it to your user account. What security considerations do I need to be aware of? User names and passwords should be created for specific purposes and should not be used to access system-critical functions. 10
11 General I have just purchased HP SaaS. What are the next steps? You will be assigned a named Technical Account Manager (TAM), who will work with you to plan the rollout of the HP Software solution you purchased. Who owns the data? You own the data. At any time, you can request database extracts from the HP SaaS database. How often is data backed up? Data is backed up nightly to the database server s RAID server. Additionally, this information is copied to our DataVault network backup service for archival. Does SaaS have a standard Service Level Agreement (SLA)? Yes, SaaS has a standard Service availability SLA of 99.99% What does the 99.99% SLA mean? SaaS commits to providing the highest level of Service possible. The SLA commits that any service provided by SaaS will be available for customer use percent of the time based on the Service Level Up-time agreement included with every SaaS contract Is SaaS a 7x24 Service? Does HP SaaS provide recommendations and training on how to use the service? Absolutely. Every new customer is assigned a Technical Account Manager (TAM) for guidance with the process of setting up the HP Software solution. The TAM provides recommendations along the way and walks you through every detail to help familiarize you with our service. The TAM can provide online training on how to use the reports and graphs as well as answer any questions that you may have at any time while using our service. Can a SaaS Service be transitioned to an Inhouse deployment or can an in-house deployment be transitioned to SaaS Yes, SaaS is very flexible and will work with customers to do what is best to meet their needs. SaaS will work with the customer to make these transitions as smooth as possible. Is SaaS considered Out-Sourcing? NO SaaS is a partnership where SaaS takes on the responsibility of running the customers application allowing the customer to focus on utilizing the application. SaaS considers itself a member of the Customer s team Yes, all SaaS contracts entitle SaaS customers to 7x24 Support via the SSO portal (web) or by Phone. SaaS has two Network Operation Centers providing staffing that is available 7x days a year.
12 To learn more about HP SaaS and HP Software solutions, visit Copyright 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 4AA ENW Rev. 1, August 2007
HP Software Technical Support
HP Software Technical Support HP Technology Services - Contractual Services Technical data HP Software Technical Support provides comprehensive remote software support services for HP software products
More informationHP Prior Software Version Support HP Mature Software Product Support
HP Prior Software Version Support HP Mature Software Product Support HP Technology Services - Contractual Services Technical data HP Prior Software Version Support and HP Mature Software Product Support
More informationAt a Glance. Key Benefits. Data sheet. A la carte User Module. Administration. Integrations. Enterprise SaaS
HP Application Lifecycle Management on Software-as-a-Service Dedicated HP ALM/QC Offering Data sheet At a Glance The Dedicated HP ALM/QC offering is an on-demand Software-as-a-Service (SaaS) solution for
More informationHP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.
HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal
More informationHP Change Configuration and Release Management (CCRM) Solution
HP Change Configuration and Release Management (CCRM) Solution HP Service Manager, HP Release Control, and HP Universal CMDB For the Windows Operating System Software Version: 9.30 Concept Guide Document
More informationHP Operations Orchestration Software
HP Operations Orchestration Software Software Version: 9.00 Use Cases for Integrations with HP Applications Document Release Date: June 2010 Software Release Date: June 2010 Legal Notices Warranty The
More informationHP Priority Services. Priority Access
HP Priority Services Online Case Management tool Web-based submission and tracking solutions. The HP Support Case Manager (SCM) provides 24/7 access and enables users to submit and manage support cases
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal
More informationHP Software & Solutions Partner Central and The Learning Center
HP Software & Solutions Partner Central and The Learning Center Overview and access instructions for partners Table of contents Partner Central for HP Software & Solutions overview... 2 Partner Central
More informationSIMPLIFIED. HP Software Premier Services Service Brief. The next generation of HP Software Premier Services
HP Software Premier Services Service Brief HP Software Premier Services for standard products and integrated solutions SIMPLIFIED The next generation of HP Software Premier Services HP SoFTwarE PrEMIEr
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July
More informationSolution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT
Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.
More informationHP Support Plus Service
HP Support Plus Service HP Care Pack Services HP Support Plus Service is composed of comprehensive hardware and software services that enable you to increase the availability of your IT infrastructure.
More informationHP End User Management software. Enables real-time visibility into application performance and availability. Solution brief
HP End User Management software Enables real-time visibility into application performance and availability Solution brief Figure 1 HP End User Management lets you proactively identify application performance
More informationHP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.
HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support
More informationHP Hardware Support Onsite Service
Technical data HP Hardware Support Onsite Service HP Technology Services - Contractual Services HP Hardware Support Onsite Service provides remote assistance and onsite support for your eligible covered
More informationBusiness white paper. Top ten reasons to automate your IT processes
Business white paper Top ten reasons to automate your IT processes Table of contents 4 Data center management trends and tools 4 Today s challenge 4 What is next? 5 Automating the remediation of incidents
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Service Desk help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Service Desk help topics for printing Document Release Date: December 2014 Software Release Date: December
More informationHP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.
HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support
More informationHP Hardware Support Onsite 6-Hour Call-to-Repair Service
HP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Care Pack Services HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support specialists who will
More informationExam Preparation Guide HP0-M96: Asset Manager 9 Implementation Exam
HP ExpertONE Exam Preparation Guide HP0-M96: Asset Manager 9 Implementation Exam This guide is to set expectations about the context of the certification exam and to help candidates prepare. Recommended
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Request Management help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Request Management help topics for printing Document Release Date: December 2014 Software Release Date: December
More informationHP PC Helpdesk Service
HP PC Helpdesk Service HP Care Pack Services Technical data HP PC Helpdesk Service gives professionals in small and medium-sized businesses access to advice and assistance for popular software applications,
More informationStandard Success Program
Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support
More informationHP ALM. Software Version: 12.50. Tutorial
HP ALM Software Version: 12.50 Tutorial Document Release Date: December 2015 Software Release Date: December 2015 Legal Notices Warranty The only warranties for HP products and services are set forth in
More informationHP Quality Center. Software Version: 10.00. Microsoft Word Add-in Guide
HP Quality Center Software Version: 10.00 Microsoft Word Add-in Guide Document Release Date: February 2012 Software Release Date: January 2009 Legal Notices Warranty The only warranties for HP products
More informationThe top 10 misconceptions about performance and availability monitoring
The top 10 misconceptions about performance and availability monitoring Table of contents Introduction................................................................ 3 The top 10 misconceptions about
More informationHP Hardware Technical Support
HP Hardware Technical Support HP Technology Services - Contractual Services Technical data HP Hardware Technical Support service provides a remote hardware telephone support service on selected HP and
More informationHP Global Call Management Service
HP Global Call Management Service HP Services Technical data HP Global Call Management (GCM) Service will provide your enterprise with a single point of contact that will log, route, and manage support
More informationOptimize Application Performance and Enhance the Customer Experience
SAP Brief Extensions SAP Extended Diagnostics by CA Objectives Optimize Application Performance and Enhance the Customer Experience Understanding the impact of application performance Understanding the
More informationHow To Standardize Itil V3.3.5
Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations
More informationHP IT Professional Help Desk for SMB Service HP Care Pack Services
HP IT Professional Help Desk for SMB Service HP Care Pack Services Technical data HP IT Professional Help Desk for SMB Service gives Small to Medium Business customers a single source of 2nd and 3rd Level
More informationHP Software as a Service
HP Software as a Service Software Version: 6.1 Federated SSO Document Release Date: August 2013 Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty
More informationSUPPORT POLICY SUPPORT POLICY
SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.
More informationHP Hardware Support Onsite Service - U.S.
HP Hardware Support Onsite Service - U.S. HP Care Pack Services Technical data This HP service provides high-quality remote assistance and onsite support for your covered hardware, helping you to improve
More informationHP Operations Orchestration Software
HP Operations Orchestration Software Software Version: 9.00 HP Business Availability Center Integration Document Release Date: June 2010 Software Release Date: June 2010 Legal Notices Warranty The only
More informationHP Velocity Live QoS Support
HP Velocity Live QoS Support Copyright 2012 Hewlett-Packard Development Company, L.P. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. The information contained herein is
More informationHP online support resources
HP online support resources This HP online support resources guide provides quick and easy access to information on HP s comprehensive array of online support tools and services enabling your best support
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationHP Application Lifecycle Management
HP Application Lifecycle Management Software Version: 11.00 Microsoft Word Add-in Guide Document Release Date: November 2010 Software Release Date: October 2010 Legal Notices Warranty The only warranties
More informationBest practices in project and portfolio management
Business white paper Best practices in project and portfolio management Practical advice for achieving greater value and business benefits Table of contents 3 Introduction 3 The importance of best practices
More informationHP Hardware Support Onsite Service
HP Hardware Support Onsite Service HP Care Pack Services Data sheet This HP service provides high-quality remote assistance and onsite support for your covered hardware, helping you to improve product
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Application Setup help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Application Setup help topics for printing Document Release Date: December 2014 Software Release Date: December
More informationHP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Customer Support Contractual Service Package
HP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Customer Support Contractual Service Package Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with
More informationHP Service Manager. Process Designer Content Pack 9.30.1. Processes and Best Practices Guide
HP Service Manager Process Designer Content Pack 9.30.1 Processes and Best Practices Guide Document Release Date: June, 2012 Software Release Date: June, 2012 1 Legal Notices Warranty The only warranties
More informationCustomizing Asset Manager for Managed Services Providers (MSP) Software Asset Management
HP Asset Manager Customizing Asset Manager for Managed Services Providers (MSP) Software Asset Management How To Manage Generic Software Counters and Multiple Companies Legal Notices... 2 Introduction...
More informationIntrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms )
Intrado Call Handling CPE Standard Maintenance and Support Services ( MSS Terms ) These Maintenance and Support Services terms ( MSS Terms ) describe the current offerings for maintenance and support services
More informationHP Hardware Support Onsite Call-to-Repair Service
HP Hardware Support Onsite Call-to-Repair Service HP Care Pack Services Technical data HP Hardware Support Onsite Call-to-Repair Service provides an IT manager with a team of support specialists who will
More informationThree simple steps to effective service catalog and request management
Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper Executive
More informationHP Operations Orchestration Software
HP Operations Orchestration Software Software Version: 9.00 HP Project and Portfolio Management Integration Guide Document Release Date: June 2010 Software Release Date: June 2010 Legal Notices Warranty
More informationHP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.
software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to
More informationThree simple steps to effective service catalog and request management
Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper Executive
More informationHP Care Pack Services
HP Hardware Support Onsite Call-to-Repair Service HP Care Pack Services HP Hardware Support Onsite Call-to-Repair Service provides an IT manager access to a team of HP support specialists who will quickly
More informationHP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Customer Support Contractual Services Package
HP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Customer Support Contractual Services Package Our team of support specialists will quickly begin troubleshooting your system to ensure the hardware
More informationManaged Desktop Services. End-user workplace management solutions for your distributed-client computing environment. HP Services
Managed Desktop Services End-user workplace management solutions for your distributed-client computing environment HP Services Managing your distributed-client computing environment If your IT organization
More informationHP Software as a Service. Federated SSO Guide
HP Software as a Service Federated SSO Guide Document Release Date: July 2014 Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying
More informationTable of contents. Standardizing IT Service Management. Best practices based on HP experience in ITSM consolidation. White paper
Standardizing IT Service Management Best practices based on HP experience in ITSM consolidation White paper Table of contents Go!... 2 Benefits and challenges... 2 The HP approach to standardizing ITSM...
More informationHP LeftHand SAN Solutions
HP LeftHand SAN Solutions Support Document Best Practices Best Practice for Active Monitoring of LeftHand SANs Legal Notices Warranty The only warranties for HP products and services are set forth in the
More informationHP Project and Portfolio Management 9.3 Adoption Readiness Tool (ART)
Course Outline HP Project and Portfolio Management 9.3 Adoption Readiness Tool (ART) HP PROJECT, PORTFOLIO, AND PROGRAM MANAGEMENT (PPM) 9.3 Course Description This PPM 9.3 learning solution offers end
More informationPAR EverServ Services
PAR EverServ Services Maximize your return on investment with PAR EverServ Services For more than 30 years, ParTech, Inc. (PAR) has been designing, integrating, and managing leading-edge technology systems
More informationCUSTOMER GUIDE. Support Services
CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6
More informationQuickSpecs. HP Data Protector Reporter Software Overview. Powerful enterprise reporting with point and click simplicity
Overview Introduction HP Data Protector software, used by more than 41,000 customers around the world, simplifies application protection in virtual and physical environments through unified recovery and
More informationHP LeftHand SAN Solutions
HP LeftHand SAN Solutions Support Document Applications Notes Best Practices for Using SolarWinds' ORION to Monitor SANiQ Performance Legal Notices Warranty The only warranties for HP products and services
More informationHP Cloud Services Enablement portfolio for communications service providers: Compute Services. Solution brief
SCALEnow. HP Cloud Services Enablement portfolio for communications service providers: Compute Services Solution brief HP Cloud Services Enablement (HP CSE) for infrastructure as a service (IaaS) enables
More informationHP Windows 7 Onsite Upgrade Service
HP Windows 7 Onsite Upgrade Service HP Care Pack Services Technical data The Windows 7 Onsite Upgrade Service provides your company with onsite installation, setup, and training for the Microsoft Windows
More informationUSB Secure Management for ProCurve Switches
ProCurve Networking USB Secure Management for ProCurve Switches Introduction... 2 A simple solution with multiple uses... 2 Staged deployment... 2 Remote deployment or upgrade... 3 Troubleshooting... 3
More informationHP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees
HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for
More informationSupport and Service Management Service Description
Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications
More information.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE
.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE Legal Notice Copyright 2015 Trustwave Holdings, Inc. All rights reserved. This document is protected by copyright
More informationArchitecting HP Cloud Solutions, Rev. 13.21
mm HP ExpertOne Architecting HP Cloud Solutions, Rev. 13.21 Course data sheet Certification(s) supported by this course: Exam(s): Format: Duration: Course ID: HP ASE Cloud Architect V2 HP0-D17 (Architecting
More informationHow to use Data Protector 6.0 or 6.10 with Exchange Recovery Storage Groups to restore a single mailbox
How to use Data Protector 6.0 or 6.10 with Exchange Recovery Storage Groups to restore a single mailbox Introduction... 3 Exchange 2003... 4 Creating a Recovery Storage Group... 4 Restoring the Information
More informationBrochure. Data Protector 9: Nine reasons to upgrade
Brochure Data Protector 9: Nine reasons to upgrade Data Protector 9: Nine reasons to upgrade Shifting data center requirements are forcing IT organizations to reassess backup and recovery processes, strategies,
More informationBRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper
BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,
More informationHP Storage Data Migration Service
HP Storage Data Migration Service HP Data Center Services Technical data The HP Storage Data Migration Service transfers your designated information to target storage device technologies across a data
More informationHP IMC Firewall Manager
HP IMC Firewall Manager Configuration Guide Part number: 5998-2267 Document version: 6PW102-20120420 Legal and notice information Copyright 2012 Hewlett-Packard Development Company, L.P. No part of this
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Change Management help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Change Management help topics for printing Document Release Date: December 2014 Software Release Date: December
More informationMyOfficePlace Business Critical Services Handbook
MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments
More informationSCRIBE SUPPORT POLICY
SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY 21 DECEMBER 2015 WWW.SCRIBESOFT.COM CONTENTS Scribe Support Policy... 3 Types of Support... 4 Free Product Download... 4 Free Support... 4 Paid Support... 4
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Problem Management help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Problem Management help topics for printing Document Release Date: December 2014 Software Release Date: December
More informationGlobal Service Desk. Superior end-user support for the Adaptive Enterprise. HP Services
Global Service Desk Superior end-user support for the Adaptive Enterprise HP Services The HP Global Service Desk is a cost-effective way to reduce the complexity of your IT organization while delivering
More informationHP Foundation Care Service
Technical data HP Foundation Care Service HP Services HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability
More informationHP LeftHand SAN Solutions
HP LeftHand SAN Solutions Support Document Installation Manuals Installation and Setup Guide Health Check Legal Notices Warranty The only warranties for HP products and services are set forth in the express
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Collaboration Guide
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Collaboration Guide Document Release Date: December 2014 Software Release Date: December 2014 Legal Notices
More informationTechnical Support Policies Effective Date: 25-OCTOBER-2006
Technical Support Policies Effective Date: 25-OCTOBER-2006 OVERVIEW Unless otherwise stated, these Technical Support Policies apply to technical support for all Oracle product lines. These Technical Support
More informationHP Data Protector Integration with Autonomy LiveVault
HP Data Protector Integration with Autonomy LiveVault Introducing cloud backup for HP Data Protector environments Technical white paper Table of contents Summary... 2 Introduction... 2 Integration concepts...
More informationNYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES
NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein
More informationHP Application Security Center
HP Application Security Center Web application security across the application lifecycle Solution brief HP Application Security Center helps security professionals, quality assurance (QA) specialists and
More informationRed Hat Enterprise Linux open-source software services and support. Support solutions for an agile Linux industry-standard server environment
Red Hat Enterprise Linux open-source software services and support Support solutions for an agile Linux industry-standard server environment Linux is on the move. Linux has emerged as a powerful, flexible
More informationMagento Enterprise Edition Customer Support Guide
Magento Enterprise Edition Customer Support Guide April 2015 Thank you for using Magento Enterprise Edition Customer support is a vital part of the total Magento Enterprise Edition customer experience.
More informationHP OpenView Performance Insight Report Pack for Databases
HP OpenView Performance Insight Report Pack for Databases Data sheet The Report Pack for Databases provides the insight you need to effectively manage your database management system. Because what you
More informationHP Business Service Management
HP Business Service Management for the Windows and Linux operating systems Software Version: 9.10 Business Process Insight Server Administration Guide Document Release Date: August 2011 Software Release
More informationHP A-IMC Firewall Manager
HP A-IMC Firewall Manager Configuration Guide Part number: 5998-2267 Document version: 6PW101-20110805 Legal and notice information Copyright 2011 Hewlett-Packard Development Company, L.P. No part of this
More informationWhat is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program.
FAQ General information and Frequently Asked Questions (FAQs) What is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program. What are
More informationHP and netforensics Security Information Management solutions. Business blueprint
HP and netforensics Security Information Management solutions Business blueprint Executive Summary Every day there are new destructive cyber-threats and vulnerabilities that may limit your organization
More informationHP SiteScope. HP Vertica Solution Template Best Practices. For the Windows, Solaris, and Linux operating systems. Software Version: 11.
HP SiteScope For the Windows, Solaris, and Linux operating systems Software Version: 11.23 HP Vertica Solution Template Best Practices Document Release Date: December 2013 Software Release Date: December
More informationBecoming a Cloud Services Broker. Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013
Becoming a Cloud Services Broker Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013 Hybrid delivery for the future Traditional IT Evolving current state Future Information
More informationHP Business Availability Center software. Manage and optimize the health of business services and applications
software Manage and optimize the health of business services and applications Today, IT organizations are under growing pressure to optimize the availability and performance of key business services. This
More information