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Prevent problemsHP Proactive Care Service: personalized, proactive, and simplified

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Support for your new style of IT

Your business needs you to respond quickly to competitive challenges and opportunities, which requires high levels of flexibility and adaptability from your IT organization. This type of dynamic environment is driving HP to enable servers, storage, networks, management, and power and cooling to come together cohesively. Our approach—converged systems and infrastructure—helps build the IT infrastructure of the future.

HP Converged Systems and Infrastructure is open, integrated, and better by design. As a result, your IT organization may have increased complexity while being cost-efficient. You also require access to technical experts who can help you handle the complexity that a converged infrastructure brings. The entire stack—servers, storage, network, virtual machines, operating systems, and hypervisors—needs to be kept aligned and current to prevent problems.

Are your IT support services evolving to address the complexities of this environment? Infrastructure convergence enables service agility while fostering business growth and innovation. Unlike most support vendors in the industry, HP is asking the question, “If your technology environment is changing, shouldn’t your support services change, too?”

Leading proactive service designed for industry-standard platforms

HP Proactive Care Service address the need for a new generation of support services by providing higher-value, proactive support that improves the availability and stability of industry-standard, converged, and virtualized environments. Proactive Care can cover your entire stack with proactive services that are designed to help prevent problems before they occur and to resolve problems rapidly when they do occur.

Proactive Care integrates both proactive and reactive elements so that you can get superior value from your IT investments. The support solution is structured on three guiding principles:

• Personalized: You have rapid access to a Technical Solution Specialist (TSS) with expert technical skills who acts as a single point of contact. The TSS manages your case from end to end, diagnosing and resolving your issue.

• Proactive: Preventing problems before they occur is the goal of our support services. Products connected to HP are monitored 24x7, and alerts are sent to help you avoid downtime. In addition, connected products provide data that enables meaningful, tailored analysis, which HP utilizes for proactive firmware and patch update recommendations. This keeps your infrastructure stable and operating at the right revision level. Additionally, proactive scanning provides a health check for your infrastructure to identify and resolve potential configuration issues, and includes an analysis with recommendations.

• Simplified: HP Proactive Care offers an integrated set of support deliverables that is competitive and cost-effective. All you need to do is select the level that best fits your needs.

Proactive Care prevents outages to improve the uptime of your industry-standard environment and free up time that would potentially be spent on maintenance and operations—so you can focus on business growth and innovation. By connecting your products to HP for expert proactive advice, planning, and rapid problem resolution, HP Proactive Care can help you realize the full value of your IT investments.

Brochure | HP Proactive Care Service: personalized, proactive, and simplified

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Choose support that leverages the latest product and service enhancements

In a complex environment, many components need to work together effectively. Proactive Care is designed specifically to support these environments and bring together services that deliver problem prevention, rapid problem awareness and notification, rapid access to technical experts, and rapid resolution.

A different reactive support experience

Proactive Care gives you an enhanced call experience with rapid access to a TSS, who will manage your case from start to finish. The TSS has a broad level of technical expertise and will engage with additional experts from our global expert resources as needed. The TSS can use our technical problem escalation processes and collaborate with independent software vendor (ISV) partners to provide fast problem resolution for your operating systems and hypervisors.

We know that not all needs are the same. So, you have the option of choosing from one of three hardware service levels: Next Business Day, 24x7 with a 4 hour response, or 6-Hour Call to Repair. Each includes the option of defective media retention. Because you rapidly connect to experts with Proactive Care, you spend less time coordinating and managing problems while resolving them quickly.

Proactive support to help prevent interruptions

HP Proactive Care helps you stay informed and in control with real-time alerting and highly accurate diagnostics. Connect your products to HP and significantly reduce the time it takes to resolve problems—first by diagnosing and isolating the issue, and then through the delivery of proactive trend correlation, automatic event generation, alert filtering, and detailed fault analysis.

In addition to real-time alerting and diagnostic capabilities, we can capture the revision and configuration data of your connected products. We verify that the correct parameters are being used, further promoting your platform’s stability and desired performance. Then, we provide proactive reports with analysis and recommendations to help you avoid problems while enhancing performance.

Proactive management

A Technical Account Manager (TAM) provides proactive management advice by reviewing your personalized reports with you. You’ll receive quarterly case history reporting, including incidents, fixes, observations, and case volume trending on particular equipment. Reviewing this data with a TAM can help identify recurring issues and recommended corrections or improvements.

Proactive Care also provides these twice-yearly services:

• A TAM will review your firmware and patch versions to provide a thorough analysis and recommend updates for all Proactive Care–supported products in your infrastructure. This covers HP x86 servers, storage, networks, and ISV software. These software and firmware reviews can help eliminate system problems and enable you to provision a stable IT platform that supports your business.

• A proactive scan report identifies potential configuration issues.

Brochure | HP Proactive Care Service: personalized, proactive, and simplified

Connect with HP Proactive Care

Get connected and get back to business. With your products connected to HP, HP Proactive Care helps you:

Prevent downtime• Real-time predictive analytics

• Proactive reports

Solve problems faster and reduce risk • Early problem detection

• Rapid, accurate diagnostics

• Automatic problem reporting, call logging, and parts dispatch

• The right part every time

Stay informed and in control• A single, consolidated view of your data center

• Access anywhere, anytime, and on any device

• Support case and status update tracking

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Top four benefits of Proactive Care

1. Reduce unplanned outages with proactive reporting and expert advice to identify and remove potential issues across the platform

2. Resolve complex problems faster and more easily with the help of the TSS, who provides support for your case from start to finish

3. Support your industry-standard, converged virtualized technology cost-effectively by utilizing connected products and technical experts

4. Get more from your product investment; improve efficiencies; and free IT to deliver greater innovation, growth, and value to your business

Boost your IT investments

HP operates in 170 countries and has a worldwide network of 150,000 channel partners. We are the only Microsoft®-endorsed worldwide prime integrator, and we have the largest global VMware Authorized Training Center.

Our support expertise includes:

• 6,000+ high-availability experts

• 1,200 VMware-certified professionals

• 23,000 Microsoft-trained professionals

Give your business the right edge

Learn how you can leverage our expertise and realize the benefits of our proactive services for industry-standard environments.

For more information about HP Proactive Care and the Proactive Care Personalized Support option, please talk with your account manager or HP Authorized Reseller, and visit hp.com/services/proactivecare.

Learn more athp.com/services/proactivecare

© Copyright 2012–2014 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.

Microsoft is a U.S. registered trademark of Microsoft Corporation.

4AA4-1517ENW, March 2014, Rev. 2

Brochure | HP Proactive Care Service: personalized, proactive, and simplified

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Technology with a human touch

You rely on technology to run your business efficiently. To stay competitive and capitalize on new revenue opportunities, you have to learn how to access technology in new ways. Team with the HP technology consulting and support experts to help you take full advantage of technology to drive your business. Combining technology expertise with business intelligence, our service professionals help organizations across the globe meet their evolving needs. They can do the same for you.

Connect with our service experts to explore ways to do more with your technology investments and move your business forward. Visit hp.com/go/tsconnect/.