Global NonStop Solution Centre (GNSC) A Guide to · PDF fileGlobal NonStop Solution Centre (GNSC) A Guide to Customer Support . ... • S Series EoSL . ... • Single number to call

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Global NonStop Solut ion Centre (GNSC) A Guide to Customer Support Viviana Di Gennaro GNSC EMEA Operations Manager 24th May, 2012

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2

Agenda

•GNSC Overview •GNSC Support Process •GNSC Support Automat ion and Tools


GNSC Overview

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4 NonStop Solut ion Center

Follow-The-Sun Support Model

Tokyo, JPN Rio Rancho, USA

Bracknell, U.K. Ratingen, GER

Melbourne, AUS

• GNSC: Global technical support team providing Follow-the-Sun support for NonStop •GNSC engineers with 15+ years Nonstop experience, always available in a fully staffed center • Around-the clock support until a resolution is reached • 150+ GNSC Personnel Worldwide • Global organization under one leader– Mark Smith. Each Solution Center is supported by Operations Managers – Viviana Di Gennaro and Thomas Petrausch in GNSC EMEA

Amstelveen, NER

Madrid, SP


UK 0800 102323 (Toll Free) +44 2030 277836 (Alternate) [email protected]

ht tps:/ /onepoint .nonstop.compaq.com

Contact the GNSC for 24x7x365 Support

GLOBAL DISPATCH CENTRE (GDC) is the first point of contact within GNSC. This high touch call access team of multilingual agents gathers basic information and routes the case to a GNSC product specialist: For direct routing, provide the following: •System Number, •Contact Information, •Short description of problem, including product name when possible •Severity

mailto:[email protected]


GNSC Support Process


GNSC Support Process

Customer Global Dispatch Center

Problem Management System

HP / 3 rd Party Vendor Support

NonStop Field Engineers

NED Development

System Dial Out

NonStop Escalation Group

NonStop Duty Manager & Ops Mgrs

NonStop eServices Portal

HP NonStop Knowledge Base HPSC

SW / HW Product Teams

SOFTWARE

HARDWARE


Severit y – Tell us about the impact to your business

• General quest ion or need for informat ion No Impact

• Ident if ied an isolated or localized problem that does not signif icant ly impact your business

Minor

• System performance interrupted with a risk of recurrence; intermit tent failures or interrupt ions impact ing your business

Major

• System or applicat ion is down or at high risk; cannot conduct business due to cont inual failures or data corrupt ion

Critical

GNSC React ive Support Expertise from basic questions to

the most critical situations


Meet ing Support Milestones

• Monitor and track the progress of every case

• Ensure consistent and continuous support

Timeline Notifications to GNSC Managers and Duty Manager


NED Development

NS Escalations

Group Local Account

Teams HP/3rd Party

Products Professional

Services

Global NonStop Solution Center

End-to-End Customer Experience

• Collaboration with our partner organizations for quick problem resolution

• Provide integrated solutions through cross-functional support and consulting


GNSC Duty Manager and NonStop Escalat ion Programs The GNSC Duty Manager is available to provide assistance 24x7:

• GNSC Management escalation contact

• Case assessment & resource coordination

• Interface with Account Teams and Support Partners

NonStop Escalat ion Programs owned by the NonStop Escalat ion Group (NSEG) but are integrated into the GNSC support processes:

• NonStop Alert Program: Used to notify the support organisation of planned activities or responsiveness issues when normal problem management cannot resolve a single problem within the required timeframe.

• Crisis Resolut ion Program: System or application is either down or severely affected and resolution is beyond the scope of the local team or the GNSC. The NSEG Crisis Manager is involved and remains engaged until relief is achieved.

• Sensit ive Account Program: Used for Complex, or cross-product division issues that are ongoing and have not been rectified in a timely fashion. An NSEG Escalation Manager is assigned and manages the situation to resolution


GNSC Crit ical Down System Response Mission Crit ical Support

When a Down System is declared, event coordinat ion, resource allocat ion, t imeline not if icat ions and escalat ion management are focused on minimizing system downt ime

• Notifications alerts are generated when an outage flag is set in our call management system

• Down System Coordinator assigned immediately and Duty Manager is notified

• Additional notifications to GNSC Duty Manager, RSAAs, Field Managers, VPs and NSEG


HP Educat ion Services (HPES) HP Educat ion Services provide IT Professionals, enterprise businesses and end-users with the high quality, comprehensive, technical and business educat ion services and expert ise using advanced technologies. HPES course offerings are available on HPES ht tp:/ /www.hp.com/educat ion/ From here customers can navigate to the UK&I HPES website to view NonStop course offerings in the UK&I. Training delivery methods include: •Face-to-face at HP’s Highfield Park location in Hampshire or in Amstelveen •Remotely Assisted Instructional Learning (RAIL). •Onsite at customer’s location - This is a cost effective option for customers with 3 or more individuals requiring the same course

For NonStop training related enquiries, please contact HPES on +44 (0)1344 363311 or submit an email via the above mentioned website .

http://www.hp.com/education/


HP Support Customer Feedback

Your sat isfact ion is the measure of our success!

• Tell us about your customer experience

• Your feedback drives our improvement

• Take the survey or contact us directly


GNSC Support Automation & Tools


HP NonStop eServices Portal

One-stop access to all eServices applicat ions and tools

Register at : ht tps:/ /onepoint .nonstop.compaq.com/ • NonStop Software Downloads

• Order Status

• Systems & Software

• Service & Support Contracts

• Software Cross Reference

• HPSC NonStop Knowledge Base

• Total Web Support (TWS)

• Express Notice

• Scout

• NonStop Technical Library – moving

to HPSC


Total Web Support (TWS)

Submit problems and quest ions direct ly to the GNSC:

• Create new cases

• Check status of cases

• Interact with Technology Engineer via update notes

• Be automatically alerted on case progress and status

•Should not be used to report Critical issues


NonStop eServices Portal - SCOUT • Vital tool for anyone involved in NonStop Server

system management

• View, research and download Software Product Revisions (SPRs)

• Request Site Update Tapes (SUTs) and Independent Products (IP) CDs for systems

• View HotStuff messages, Support Notes, SPRS for special consideration, contents of available RVUs

• Review what software products are licensed for your systems


NonStop eServices Portal – Express Not ice

Express Notice

Automat ic proact ive global delivery of support informat ion provided daily, weekly or monthly:

• HotStuff Notifications & Outage Prevention Notices

• Release documents and notifications

• Software Product Revisions (SPRs) Releases

• Support Notes


NonStop eServices Portal – HP Support Cent re (HPSC) HPSC gives businesses one place to go for online informat ion,

tools and help to support HP business products.

• Formerly known as KBNS (standalone knowledge base for NonStop), all NonStop solutions are now located in HP Support Centre NonStop

• Requires HP Passport Registration for use

• FAQs and help with using HPSC: ht tp:/ /onepoint .nonstop.compaq.com/service.asp?Page=HELP#Kbns_help

HP Support Centre


NonStop Technical Library (NTL) - moving to HPSC NTL contains a wide range of NonStop publicat ions including manuals, art icles and support informat ion. •NonStop manuals for customers are moving from the Business Support Center (BSC) to the HP Support Center (HPSC). The manuals are currently in both locations, but after the cutover date (currently set for July 27, 2012), you will only find the manuals on the HPSC. The vanity URL that currently takes you directly to the NonStop collections on the BSC ht tp:/ /www.hp.com/go/nonstop-docs will redirect you to the correct location on the HPSC after the cutover.

•A new document, Tips for Locating NonStop Manuals in the HPSC, will be available to customers by 27th July. •Contact Sonja Ingeroi ([email protected]) with any questions about the move and/or specific NonStop manuals.


HP Always On NonStop Support Services Richard Bassett EMEA NonStop Services Business Manager 24th May, 2012


Support Services Agenda

• Services are facing a Revolut ion? • Do we st ill need Mission Crit ical Services • Nonstop Always On Support Services

• Foundation Care • Proactive Care • Datacenter Care • Lifecycle Event Services

• S Series EoSL


Data centers converging, increasing demand driving more to the cloud

Management sof tware

Network Servers

Power & cooling

Storage

Tradit ional Private

Public

Business Users Developers Individuals


Creating business value proposition in uncertain economic climates

THE CHALLENGE FACING CUSTOMERS AND TS

Deliver today

Prepare for tomorrow

AND

Application and information

complexity

Changing business processes

Rigid infrastructure

WITH

The value of Services can make a real difference and help differentiate your business to your customers


Personalized, Proactive, Simplified NonStop Always On Support Services

Discrete System Support Environment Support

Foundat ion Care

I need the systems I’m buying from you to keep running with minimal

downtime.

Datacenter Care

Customize my support to address my unique business needs.

Proact ive Care

Fix my IT before it breaks. Keep my systems up to date. Give me direct

access to your best people.

Lifecycle Event Services Give me access to expertise to complement my team when and where I need it


Exis

ting

Offe

r Hardware Support

Reactive hardware support

only

Exis

ting

Offe

r Sof tware Support

Reactive complex software

support and software updates Ex

istin

g Of

fer Basic &

Support Plus 24 Integrated reactive hardware and software support

Reliable & Consistent Support to keep the business up and running

HP Foundat ion Care

Enhanced support experience with Insight Remote Support & HP GNSC

• Reliable, Simple and Affordable services with a wide range to suit needs • Single number to call for HW and SW problems • Consistently delivered globally by HP NonStop experts


HP Contractual Support Portfolio for NonStop Servers Services at a Glance

Critical Service Proactive 24 Support Plus 24 Basic Support

Value Proposition

Comprehensive support solution designed to enable IT to provide business value by providing a stable, cost-

effective IT environment that is adaptive, reliable, and

manageable

Integrated hardware and software support, including

proactive and reactive services, to improve stability and availability across the

customer’s mission critical IT environment

Integrated 24x7 reactive hardware and software

support Cost-effective reactive support with next day on-site response

Reactive Support – Hardware and Software Core Features On-site Hardware Support Hours 24 x 7 24 x 7 24 x 7 8:00 a.m. to 5:00 p.m., M-F, excluding HP holidays On-Site Hardware Response Time (within 100 miles of local support location)

6 hour CTR (within 50 miles of local support location)

4 hours

4 hours

Next business day

Access to Global NonStop Support Center (GNSC)

24 x 7 24 x 7 24 x 7 24 x 7

GNSC Response Time Within 2 hours (Immediate access for critical

system down)

Within 2 hours (Immediate access for critical

system down)

Within 2 hours (Immediate access for critical

system down)

Within 2 hours (Immediate access for critical system down)

Critical Response Included Optional Features Upgraded On-Site Response Time

Not Applicable

Optional 6 hour CTR (EMEA only) Optional 2 hour on-site (Americas and APD)

Not Included Not Included

Assigned Customer Support Team Core Features Account Support Manager (ASM) Included Included Not Included Not Included Remote Support Account Advocate (RSAA)

Included Not Included Not Included Not Included

Mission Critical trained hardware specialist

Included Not Included Not Included Not Included


Critical Service Proactive 24 Service

Support Plus 24

Basic Support

Proactive Services Core Features Electronic Information Support

Included Included Included Included

Software Updates Included Included Included Included Account Support Plan Included Included Not included Not included Support Activity Review Quarterly Quarterly Not included Not included System Health Check Annual Annual Not included Not included Education Planning Assistance

Included Included Not included Not included

Site Environment Survey Included Included Not included Not included Support Planning and Review Sessions

Quarterly Semi-annually Not included Not included

OS/OE Patch Analysis and Management

Quarterly Semi-annually Not included Not included

Technical Services Proactive Select Credits – 60 credits

Proactive Select Credits – 30 credits

Not included Not included

ITSM Quick Assessment (Availability Check-up)

Annual Not included Not included Not included

Optional Features ITSM Quick Assessment Not Applicable Optional Not included Not included Add’l. OS/OE Patch Analysis and Management

Optional Optional Not included Not included

Additional Advice and Assistance Service


Education Credits Optional Optional Not included Not included Comprehensive Environment Analysis



Personalized, Proactive, Simplified New HP Always On Support Services

Environment Support

Datacenter Care


This is MCP plus for all the customers

environment including Application. One point of call for everything


Datacenter Care-HP’s most flexible service offering Environment Wide Ent it lement • Allows existing/ongoing equipment to be covered by

Datacenter Care without explicitly adding individual devices to a contract

• Deliverables are individually sized and priced depending on the customer’s specific needs – not per device pricing

• Devices can have any level of react ive & proact ive support • Primary Service Provider support for Mult ivendor

environments Enhanced Call Handling • Provides a customer with access to the Mission Critical

Solution Center for all devices covered* by their Datacenter Care contract

Datacenter Care


Flexible and customizable, high-

touch, a la carte; named resources, enhanced call experience, Primary

Service Provider; environment pricing

Hyperscale, Mult ivendor, Custom NonStop can be part of this environment and HP

would customise support to f it requirements


Datacenter Care St ructure

DC Conf igurat ion and Pricing Tool

Sales/Solut ion Architect Understand customer need

Select Solut ion-specif ic playbook Customize ef fort and proact ive price

with help of template

Unique Customer Needs

Fully customized support solution

to meet customer needs

Priced based on

need & usage

Datacenter Care Building Blocks

Other Playbooks…

Tradit ional Enterprise

Cloud Comput ing

Hyper Scale Service Provider

High Performance Comput ing

Solut ion-Specif ic Playbooks

Pre-defined pursuit process and collateral for different

customer segments

Includes a Configuration and Pricing Template with

recommended frequency/size of deliverables

Consult ing & Custom Services

React ive Support

Lifecycle Event Services

Environment Wide Ent it lement

Enhanced Call Handling

Relat ionship Management


33

NonStop Port folio of Technical Services

• HP Foundation Service

• Managed Configuration Service

• NonStop Server Operating System Upgrade

• CME/Telco Deployments

Startup & Upgrade Services

• Capacity Planning Service

• Operations Review Service

• Performance Review & Analysis

• System Review Service

• Migration Planning Service

Review & Planning Services

• Availability Assessment for NonStop Servers

• Availability Partnership for NonStop Servers

• Remote Database Facility

Availability Services

• NonStop XP Implementation

• Virtual Tape Solutions

• Data Sanitization

Storage Services

• Quick View

• Quick Tuner

• Deep Performance Analyses

• EventPro

• Quick Network Monitor

Remote Performance

Services • T-Services T-Move T-Rent T-Swap

• Advisory Consulting Services

• Custom Site Planning and Deployment

• Staff Augmentation

• Specialized Training

Custom Services

Security Services • Security Review Service

• Compliance Log Warehouse • Volume Level Encryption • Merged Audit Service

• SSH and SSL Secure Shell Service


HP’s St rategy for managing End of Service Life HP developed a revised HPML (Hardware Product Maintenance List ) review and publicat ion process that : Following an annual internal review of products where we look at spares availability, consumption and economic factors to provide information to the sustainability group for them to produce an updated HPML. Clearly sets expectations to Customers, NonStop Sales and Account Teams regarding support of products that are no longer actively sold Provides effective & timely communications to the customer base to allow them time to plan any equipment upgrades or changes required to continue running applications In the event of an EOSL decision try to meet an18-month notification commitment


EOSL AND HPML UPDATE - DEFINITIONS

HPML – Hardware Product Maintenance List – Published periodically to keep HP and Customers informed of the support status of NonStop products. PSM’s work with Product Management to update and publish these on a pre-def ined periodic basis DLS- Date of last product sale by NED DSP – Division Support Period (internal concept ) – Period during which the product division will provide engineering support af ter a product has been removed f rom Current Product List – t ypically a minimum of 5 years. SSP/SUD – Service Support Period or Support Unt il Date – Period during which services supports the product af ter DSP. Used as an internal indicator & shared with customers. this date may be extended based on spares availabil it y, usage and business just if icat ion. Products approaching their SSP dates are reviewed and a new SSP (or f inal EOSL) date is set . EOSL – End of Service (Support ) Life – The f inal phase of the Service Life-Cycle.


EoSL and HPML Proposals – New HPML to be released 25th May

There are st ill discussions over some products so some late changes might occur

Prod family Product ID Product description Last Sale date

Supported Until at Least EOSL 6 hr CTR

NS1000 Dec-07 Dec-12 YesNS14000 Jun-08 Jun-13 YesNS16000 Jun-08 Jun-13 YesNS16200 systems Active YesS7800 systems Jun-06 Dec-13 YesS78000 systems Jun-06 Dec-12 Dec-13 YesS7800B systems Dec-08 Dec-13 YesS700 systems Sep-00 Dec-12 Dec-13 YesS7000 systems Sep-00 Dec-12 Dec-13 YesS70000 systems Aug-99 Dec-12 Dec-13 YesS70000SE systems Jun-01 Dec-12 Dec-13 YesS72000 systems Jun-01 Dec-12 Dec-13 YesS7400 systems May-03 Dec-12 Dec-13 YesS74000 systems May-03 Dec-13 YesS74000SE systems Nov-03 Dec-12 Dec-13 YesS7600 systems Apr-05 Dec-13 YesS76000 systems Apr-05 Dec-12 Dec-13 YesS86000 systems Apr-05 Dec-13 YesS86000SE systems Apr-05 Dec-12 Dec-13 YesS88000 systems Dec-08 Dec-13 YesS88000SE systems Dec-08 Dec-13 Yes


Beware cabinets with mult iple processor types as may not be supported

1 S72000 + S78000 4 S76000 + S780002 S7400 + S7600 1 S76000 + S860001 S7400 + S7800 + S7800B 1 S76000 + S86000 + S880001 S7400 + S7800B 3 S76000 + S880004 S74000 + S76000 7 S7800 + S7800B1 S74000 + S76000 + S86000 1 S78000 + S86000 + S88000

13 S74000 + S7800B 4 S78000 + S880005 S74000 + S86000 27 S86000 + S880001 S74000 + S86000 + S88000 1 S86000SE + S88000SE3 S74000 + S88000 1 S88000 + S88000SE

yellow combinations not supported


Peripherals – Beware EOSL Dec 2012 Product ID Product description EOSL Product ID Product description EOSL 6760 SERVERNET/DA ADAPTER Apr-12 5157ACL DLT 7000 tape drive Dec-12 4619-16 QUANTITY 16, 4619 DISK DRIVE Apr-12 5158ACL DLT7000 WITH ACL TABLE TOP ENCL Dec-12 SHUB-12 ETHERNET HUB - 12 PORT Apr-12 5242-2SE DAT 72 without ACL, 2 IN CABINET NEBS Dec-12 3865-C GESA-C - GIGABIT ENET SN ADAPTER CU Jun-12 5242ACL DAT 72 with ACL, Table Top Dec-12 3865-F GESA-F - GBIT ENET SN ADPTR FIBER Jun-12 CT9800FC FIBRE CHANNEL CONVERTER Dec-12 ATPC ATALLA TRUSTED PRINT CENTER Aug-12 CT9840-3 TSI 9840 TAPE DRIVE S-SERIES CABINET Dec-12 ATPCI ATALLA TRUSTED PRINT CENTER (INT'L) Aug-12 CT9840FC-3 TSI 9840 TAPE DRV FOR S-SERIES ENC Dec-12 ATPCPTFI PRINT TO FOLD UNIT FOR ATPCI Aug-12 4604 S-SERIES 4.2 GIGABYTE INTERNAL DISK Dec-12 ATPCSD1 SECURE DIMM 4100 Aug-12 4608 S-SERIES 8.8 GIGABYTE INTERNAL DISK Dec-12 ATPCSD2 SECURE DIMM 4200 Aug-12 4609 8.8 GB 10,000 RPM S-SERIES DISK CRU Dec-12 ATPCSD25 SECURE DIMM 4250/4350 Aug-12 4618 18 GIGABYTE DISK CRU FOR S7000/70000 Dec-12 ATPCSD3 SECURE DIMM 4300 Aug-12 4619 18GB 15K RPM DISK DRIVE FOR S-SERIES Dec-12 ATPCSVR SERVER ATPC & ATPC (NO IVR AVAIL) Aug-12 4636 36 GB S-SERIES INTERNAL DISK CRU Dec-12 N1521A LTO drive for use in CTL700 Library Sep-12 4637 36 GB 10KRPM S-SERIES INT DISK CRU Dec-12

N1522A LTO drive for use in MRL50 Sep-12 4638 36GB 15K RPM DISK DRIVE;S-SERIES Dec-12

N1523A LTO GEN3 HVD SCSI TAPE DRIVE Sep-12 4604-16 16 PACK OF 4604 4.2 GBYTE DISK CRU'S Dec-12 N1526A LTO w/15 cart. ACL in S-Series Enclosure Sep-12 4604-32 4604 4.2 GB DISK DRIVES 32 PACK Dec-12 N1527A LTO w/15 cart. ACL in S-Series Enclosure Sep-12 4608-16 16 PACK OF 4608 8.8 GBYTE DISK CRU'S Dec-12 ATPC42 ATALLA TRUSTED PRINT CENTER HP4200 Oct-12 4608-32 4608 8.8 GB DISK DRIVES 32 PACK Dec-12 5531 LINE PRINTER, 1000 LPM, CABINET Dec-12 4618-16 16 PACK OF 4618 18 GBYTE DISK CRU'S Dec-12 5532 LINE PRINTER, 1500 LPM, CABINET Dec-12 4618-32 32 PACK OF 4618 18 GBYTE DISK CRU'S Dec-12 5525B LINE PRINTER, 500 LPM, PEDESTAL Dec-12 CTSFE COMPAQ TSI SCSI EXTENDER; HOST SIDE Dec-12 5142 4MM DAT,DDS-3 DSKTP NO ACL S-SERIES Dec-12 M8311-10M SPL RACK 42U 3PH 24A NA/JPN RM PDU Dec-12 5157 DLT7000 TAPE DRIVE MANUAL LOAD Dec-12 M8312-01 MODULAR CABINET POWER 4W, 24A, 3PH Dec-12 5242 Single DAT 72 drive, table top Dec-12 M8312-02 MODULAR CABINET PWR 3W, 24A, 1PH WW Dec-12 5257 SUPER DLT TAPE DRIVE Dec-12 M8312-03 MODULAR CABINET POWER 5W, 24A, 3PH Dec-12 5142-1SE SINGLE DAT TAPE DRIVE FOR NEBS Dec-12 M8312-04 MODULAR CABINET PWR 5W,24A,3PH HARM Dec-12 5142-2SE TWO DAT DRIVES IN 48V TELCO PKG Dec-12 M8312-05 MODULAR CABINET PWR 3W,24A,1PH HARM Dec-12

5142ACL 4MM,DAT,DSKTP W/6 CART ACL,DDS-3,S-S Dec-12 RACK-42 42U RACK FOR NED PRODUCTS Dec-12


Conclusions Many S Series processor types will be EoSL by End 2013 The remainder are under regular close scrut iny and could also be EoSL if supportabilit y issues change Be careful of systems with mixed processors As well as processors there are issues with peripherals and many could be EOSL by Dec2012. This is because we have seen some may have migrated across f rom K series systems Please check your system conf igurat ions and if any doubts please ask. If you have not already started please review migrat ion issues as with increases in support pricing upgrading to blade systems might be a cheaper opt ion.

HP are here to help so just ask


Quest ions?


Thank you

Documents

Global NonStop Solution Centre (GNSC) A Guide to · PDF fileGlobal NonStop Solution Centre (GNSC) A Guide to Customer Support . ... • S Series EoSL . ... • Single number to call