Novell SUSE LINUX Enterprise Server services and support. Creating an agile open-source environment for industry-standard servers

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1 Novell SUSE LINUX Enterprise Server services and support Creating an agile open-source environment for industry-standard servers

2 Linux is on the move. Linux has emerged as a powerful, flexible open-source environment for industry-standard servers. Providing unmatched flexibility and cost savings, Linux can help overcome many of the obstacles in your current environment and support resource and process improvements. Equally important, Linux is especially well-suited to be a foundation for the future. It is highly scalable, flexible, and of course open and reliable enough to meet the requirements of almost any size organization. Alone or mixed with other operating systems, Linux can be the ideal cornerstone for an agile business and IT environment. As business pressures mount to achieve greater return, mitigate risk, improve performance, and increase agility, Linux will continue to grow in popularity. Today, Linux is an increasingly pervasive part of point solutions such as Web servers, departmental application environments, customer relationship management (CRM), knowledge management, and more. Looking forward, Linux will play a key role in core enterprise solutions as companies adopt it as part of a strategy to gain vendor independence and reduce costs. At HP Services, we recognize this shift in the marketplace and are prepared to help you make the transformation. Committed, proven open-source Linux and Novell SUSE expertise HP is a global services provider for the entire Novell SUSE LINUX Enterprise Server line of certified solutions, which includes Novell SUSE LINUX Enterprise Server distributions (medium and small) running on Intel x86, AMD64, and EM64T. HP Services professionals have unmatched capabilities to help you design and deploy Linux in your IT environment. Our 6,500 Linux service professionals work closely with your team to design, build, integrate, manage, and evolve Linux-based IT infrastructures that closely align IT with your business objectives. We can help you achieve long-term value across multivendor and multiple-operating-system platforms including Linux, UNIX, and Microsoft Windows. HP Services professionals focus on your specific needs, relying on our industry-standard technical expertise as well as our global capabilities to deliver the level of adaptability you require. Our close partnerships with Linux major distributors and application providers bring innovative, industry-leading solutions to resolve your everchanging IT challenges. HP s flexible support services, worldwide network of service partnerships, management tools, and education services give you more choices for designing and deploying a solution that addresses your unique needs. 2

3 About the HP Installation and Startup services for Novell SUSE LINUX Enterprise Server software Implementing the Linux operating system can be a complex, time-consuming undertaking that draws your already overtaxed staff away from other critical tasks. HP Installation and Startup for Linux takes the pressure off your people and provides for a smooth implementation that reduces your time to benefits. This service, available in two versions, encompasses all deployment activities necessary to get your Linux operating systems up and running fast. HP Care Pack options are available either as fixed-price, fixed-content service (Package 1), or as custom-quoted service based on a statement of work (Package 2). Package 1 includes onsite installation, configuration, and startup activities in support of Novell SUSE LINUX Enterprise Server software. This package provides installation of the Linux operating system (OS) and TCP/IP network protocol, plus integration into your network environment, including network interface card (NIC) configuration; printer queue setup; configuration of the Remote Insight Lights-Out (RILO) or Management Processor board (if available); installation of HP Insight Management Agent software for servers; initiation of a one-time backup to a local tape drive (if available) to be completed by the customer; and basic orientation on product usage. Package 2 may include any or all of the service deliverables included in Package 1 as well as more complex deliverables, such as send mail configuration; DNS configuration of network applications; hard drive partitioning; and installation of NFS clients and server. The actual work to be performed in Package 2 will be identified in a statement of work. HP ProLiant servers Installation and Startup U8141E HP ProLiant servers HP Custom Deployment Service HA329AE 3

4 Software Technical Support Service HP Software Technical Support Service helps you improve the performance and availability of Novell SUSE LINUX Enterprise Server software. Convenient HP Care Pack Service packages give your IT team direct access to experienced HP Response Center engineers for reliable advice on issues such as software features and use, problem diagnosis and resolution, and software-defect identification. Features include: Telephone problem diagnosis and support Speedy access to technical resources Software operational support Installation advisory support Remote access for problem investigation using Instant Support Enterprise Edition (ISEE) Problem isolation Problem analysis and resolution Escalation management Three levels of engineering support Third-level engineering support from Novell SUSE, if required 9x5 or 24x7 coverage window Maximum 2-hour response Electronic software information Software Technical Support Service for Novell SUSE software applies to the system software operating environment and includes support for the Novell SUSE LINUX Enterprise Server operating system. Service can be purchased in two forms: incident and unlimited. Incident service is based on consumption and is not tied to a product. Unlimited service is on a per-product basis, for example, for each HP ProLiant server. Software technical support service for Novell SUSE LINUX Novell SUSE LINUX Enterprise SW Phone 9x5 STS unlimited UB928E Server operating environment for 2 to 16 proc. 1-year Novell SUSE LINUX Enterprise SW Phone 24x7 STS unlimited UB929E Server operating environment for 2 to 16 proc. 1-year Novell SUSE LINUX Enterprise Server operating environment Novell SUSE LINUX Enterprise Server operating environment SW Phone 9x5 STS unlimited U8260E for 1 to 2 proc. 1-year SW Phone 24x7 STS unlimited U8262E for 1 to 2 proc. 1-year Novell SUSE LINUX Enterprise SW Phone 9x5, U9935E Server operating environment 10 incidents 1-year Novell SUSE LINUX Enterprise SW Phone 24x7, U9936E Server operating environment 10 incidents 1-year Novell SUSE LINUX Enterprise SW Phone 9x5, U9937E Server operating environment 25 incidents 1-year Novell SUSE LINUX Enterprise SW Phone 24x7, U9938E Server operating environment 25 incidents 1-year Novell SUSE LINUX Enterprise SW Phone 9x5, U9939E Server operating environment 50 incidents 1-year Novell SUSE LINUX Enterprise SW Phone 24x7, U9940E Server operating environment 50 incidents 1-year Note 1: The 50-incident option is not available in Europe. Note 2: Additional options are available for unlimited calls and contract support. Contact your HP sales representative or HP Partner for more information. 4

5 HP Mission Critical Support Services HP technology services delivers a comprehensive set of Mission Critical Support services to help sustain the highest levels of system availability and performance. HP Proactive Essentials for Novell SUSE LINUX Enterprise Server environments provides proactive and reactive software support designed to improve the availability and stability of a business-critical Linux environment. For customers who have traditionally purchased only reactive software technical support, Proactive Essentials offers entry-level assistance that focuses on improving management, security, and performance of Novell SUSE LINUX Enterprise Server operating-system software. Purchase options include a monthly contract; unlimited incident HP Care Pack support; or incident-based Care Pack support in quantities of 10, 25, and 50 incidents. Hardware support for selected servers and storage devices can be added as part of a Proactive Essentials package. Features include: Named remote support account advocate Account support plan Operational and technical advice Semi-annual support planning and review OS patch review and recommendation Configuration review HP electronic information support Education planning assistance HP Mission Critical Support Services HP ProLiant servers Proactive Essentials 13x5, U9988E 10 incidents 1-year HP ProLiant servers Proactive Essentials 13x5, U9985E 25 incidents 1-year HP ProLiant servers Proactive Essentials 24x7, U9982E 25 incidents 1-year HP ProLiant servers Proactive Essentials 24x7, U9979E 50 incidents 1-year Note: The 50-incident option is not available in Europe. Integrated hardware and software support services Support Plus 24 HP Support Plus 24 helps you increase the performance and availability of your IT infrastructure with comprehensive, integrated hardware and software services. Working with your IT team, HP Services engineers deliver onsite hardware support and over-thephone software support 24x7x365. Service coverage includes HP products and selected multivendor hardware and software. Service highlights include: Telephone software support An HP IT Response Center engineer provides problem-analysis and problem-resolution support within two hours of the time your call is logged. The center also offers help with troubleshooting problems and setting configuration parameters, as well as assistance with operating systems and utilities. Four-hour response onsite hardware support For issues that cannot be resolved remotely, HP Services delivers onsite technical support to return your covered hardware products to operational condition, repairing or replacing components or entire units as necessary. An HP authorized representative arrives at your site within four hours of the time your call is logged. Coverage includes all required parts and materials. Extended business hours coverage Onsite and remote services are available 24 hours a day, 7 days a week, including holidays. Escalation management Established escalation procedures enlist specialized assistance from HP and selected third-party hardware and software vendors. Electronic support You can access HP s electronic support facility for a symptom-solution database, product descriptions, specifications, technical literature, and more. Support Plus 24 ML310 HW & SW 24x7, unlimited 3-year U6306E ML330 HW & SW 24x7, unlimited 3-year U6307E ML350 HW & SW 24x7, unlimited 3-year U6308E DL320 HW & SW 24x7, unlimited 3-year U6309E DL360 HW & SW 24x7, unlimited 3-year U6310E ML370 HW & SW 24x7, unlimited 3-year U6311E DL380 HW & SW 24x7, unlimited 3-year U6312E ML530 HW & SW 24x7, unlimited 3-year U6313E ML570 HW & SW 24x7, unlimited 3-year U6314E DL560 HW & SW 24x7, unlimited 3-year U6315E DL580 HW & SW 24x7, unlimited 3-year U6316E DL740 HW & SW 24x7, unlimited 3-year U6317E DL760 HW & SW 24x7, unlimited 3-year U6318E 5

6 Subscription maintenance service HP Services provides a single point of accountability for all your Linux service support needs, including support for Novell SUSE LINUX Enterprise Server software updates. As part of the subscription maintenance service, you ll download maintenance updates and patches via the Novell SUSE Network. Other features of the Novell SUSE subscription maintenance service include: Instant access to the latest Novell SUSE LINUX Enterprise Server ISO standards Priority download access for errata and ISO standards Priority notifications as soon as errata and new products are released 24x7 Web access Operating-system media and user documentation Note: Full media kits supplied with initial purchase only. Subscription maintenance service Novell SLES 9 Media, documentation, access B21 2 to 16 proc. to Novell SUSE Network 1-year Novell SLES 9 Media, documentation, access B21 2 to 16 proc. to Novell SUSE Network 3-year Novell SLES 9 Media, documentation, access B21 1 to 2 proc. to Novell SUSE Network 1-year Novell SLES 9 Media, documentation, access B21 1 to 2 proc. to Novell SUSE Network 3-year Indemnity for peace of mind The decision to make a strategic investment in Linux can raise issues of intellectual property and copyright. HP is committed to the success of its customers and to driving the advance of Linux. The HP Indemnity Program offers significant value in helping to protect your business interests as you deploy Linux-based solutions. Since October 1, 2003, qualified customers have obtained indemnification from HP against legal action from SCO. HP is making this offer, at no cost, to protect you and to allow you to continue your Linux deployment plans without risk or distraction. To learn more, visit: HP Education Services HP recommends that education be an integral part of your Linux software implementation. Professionals from HP Education Services have the expertise to meet the full range of your Linux education needs embracing the requirements of end users, system administrators, and support personnel. Our online and instructor-led courses build both core and advanced skill sets. HP Education Services courses are taught in most local languages. HP Care Pack Total Education HP Care Pack Total Education offers the ultimate in flexibility. It s a simple, economical way to purchase training. This package provides credits, like a bank account, that can be used for any of over 200 different scheduled instructor-led courses offered at HP education centers or more than 3,000 online courses offered via the HP IT Resource Center. Technology-specific HP Care Pack services HP Education Services provides courses for Linux software that build both core and advanced skills. A commitment to education for Linux environments means that your investment in a new or upgraded operating environment gains greater return faster through knowledge transfer from HP training experts. Recommended training courses include: Course description Linux Fundamentals Linux System Administration I Linux System Administration II Linux Troubleshooting Linux Network Security Linux Development Tools and Techniques Part number U8583S H7091S H7092S U8531S U5086S U5513X For a comprehensive list of courses, part numbers, and ordering information, please visit: 6

7 Why HP Services? There s a good reason why Linux is the fastest-growing operating system in the world. When it s implemented and supported correctly, it provides business-critical application environments, reduces IT costs, transforms IT strategy, and yields competitive advantage. Today, IT environments of all kinds use Linux for an increasing number of disparate solution workloads HP included. Not only have we implemented the technology in our own enterprise, but we re also leading the industry by adding value to Linux, so you get a faster and better return on investment. As a very first step, HP Services experts work closely with you to clearly understand your business goals. This understanding becomes the foundation for any service large or small, complex or simple, one-time or ongoing that we provide for you. Our goal is to help you build what we call the Adaptive Enterprise, where business and IT are synchronized to capitalize on change. Key benefits of HP services and support for Linux environments Commitment and leadership in open-source software and Linux Strategic services alliances with open-source distribution leaders Best-in-class portfolio with industry-leading ISV partners Comprehensive and proven services For more information For more information about HP services and support for Novell SUSE software, please contact your local HP sales representative or visit: 7

8 2006 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. Intel is a trademark or registered trademark of Intel Corporation or its subsidiaries in the United States and other countries. Linux is a U.S. registered trademark of Linus Torvalds. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. UNIX is a registered trademark of The Open Group. To learn more, visit 4AA0-3315ENW, January 2006