HP Software-as-a-Service (SaaS) operations overview. Customer handbook

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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 https://support.openview.hp.com/entitlement/contracts 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

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