An O/S License To Use (LTU) was required at the time of purchase for
the HP9000 server. Once you own this license, it is not
necessary to purchase it again, just the support for Phone-In
Assistance.
Yes. HP requires a fee for Software Updates on the O/S which
includes the ability to download patches from the
itrc.hp.com site. Seamless Support cannot
offer this service. You are entitled to the latest release that
was paid for under HP Support. Please read the OS Support section
of this website to learn more about O/S patches or
click here
No. Phone-In Assistance covers the O/S specifically with optional
HP Products support add-ons. While the support technician
may make recommendations on what patches are required to solve a
specific issue, Seamless Support will not do a total Patch Analysis of
your system. We will assist with installation of patches. To
read more,
click here
Phone-In Assistance for Mission Critical
environments is based on the number of systems in a cluster. With
more systems comes more complexity in the cluster environment. It
is necessary to carry Mission Critical Support or MC/ServiceGuard
phone-in support to ensure that a yearly health check is performed and
that your calls are routed to the experts in High Availability
environments.
The largest server in it's class
carries the Phone-In Assistance. For example, if you have 3
N-Class servers, 2 K-Class Servers and 4 A-Class servers, you would need
Phone-In Assistance for 1 N-Class, 1 K-Class, and 1 A-Class server.
The other similar servers would be substantially discounted and put on
basic O/S Support.
No, Seamless Support offers Time and
Material billing to anyone who does not carry a support contract with
us. Our Support Technicians have the ability to remote support you
without having a valid portal access sign-on.
Our Seamless Support
hardware division will validate your environment prior to it being put
on support to verify the existing firmware levels are adequate. If
changes in your environment happen over time, you should notify Seamless
Support so that we can keep our records up to date and at
that time, we will review current firmware levels and make adjustments
as necessary.
Currently, Seamless
Support has an “Over the shoulder” program which allows users to view
from their own desk, how we troubleshoot and fix downed systems and/or
problem software. With a signed NDA (Non-Disclosure Agreement), we can
have you join in and watch as we perform fixes for a Seamless Support
customer. Note: not all Seamless Support customers allow viewing
to take place. For additional information
click here.
We have proactive
monitoring available through our on-site Seamless Support monitoring
device. This device collects information from each declared system in
your environment, i.e. Windows or HP UNIX through SNMP or a MIB. In the
event of a critical error, a call ticket is automatically generated and
a support technician is informed. For additional information click here.
