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What is OS Support? Printable Version
Operating System (OS) support is the vehicle through which the Hewlett-Packard (HP) Certified Hardware Support Provider interacts on a regular basis with the customer over basic system health. OS Support is not a break-fix arrangement, in that a thorough knowledge of the Customers IT Environment is not only helpful, but necessary to resolve many issues that maybe software related or be presented in such a way that would give the appearance of a hardware issue. This can be complicated by intermittent hardware failures that mimic or act in conjunction with software issues. Memory is often the source for intermittent, software induced or magnified failures. OS Support includes, but is not limited to the monitoring of a systems health through periodic readings and interpretation of the logs, the monitoring of HP Patches, and hardware firmware recommendations. Patch bundles may be distributed by HP as part of your support materials, but not all patches are specific to each customer’s IT Environment. System monitoring from a hardware specialist point of view brings a knowledge base that focuses on hardware upgrades that the customer may not recognize as a potential issues. Honest mistakes are found daily in Seamless Support’s (SS) service responses. Issues can be masked as memory leaks, network issues, parameter settings that are no longer relevant based on changed or increased IT system demands, and simple file corruptions that create irritating halts and reboots. Without a coordinated OS and hardware monitoring process, simple system issues can create major havoc when an intermittent issue is combined with a true hard failure. When a failure occurs, how can you expect the absolute best effort when your service provider can only address hard failures? Without console access and specific knowledge of your IT Environment, remedies are limited to break-fix only, and not always the total problem resolution. When you purchased your system, you received a license to use and copy the software product updates for all supported systems covered by the original software license. This would be described within the Exhibit E16. Operating System support, OS, as defined in the HP SS5 Manual involves two elements, Support Materials and Support Labor. The Support Materials involves the portion of the support subscription that directed towards continued development and refinement of the OS, and the entitlement to that research. Support Labor is the availability of a response center and customer support team to answer questions and resolve OS situations. If the customer Operating Environment demands constant attention, or is embracing emerging technologies, or implementing a new application, such as a clustering environment, the Support Materials should be retained to assure access to all upgrades and patches created by HP. If the Operating Environment (OE) is stabilized at 10.2, 11.0, 11.11 and further refinements are not expected, Support materials may not be needed. The customers decision whether to retain or not renew HP OS Support Material will have no direct effect on dropping the Support Labor with HP, as Seamless Support will maintain your system to the level licensed to the currant Environment entitlement. Many services can be provided proactively if requested. Seamless Support (SS) will assist in the patch updates and analysis within the version release licensed to each individual Server. The Path analysis covers both the Operating System (OS) and the Operating Environment (OE). The customer can self-install the patches, use our telephone support in installing patches, and if console access is granted, SS will install the patches for the customer. It is recognized then OE may have multiple versions of the OS which will require close coordination in patch updates. The customer will have access to the complete SS library of all public HP tech notes and patch releases available. This data base contains all self-resolve tools, and public notes available for the Customers specific needs. Licensed HP Tools and documentation may not be available if not licensed to the individual environment. For a single storage array, SS will monitor and advise of hardware firmware patches recommended by HP. These can be by telephone, remote console, or by a service representative. For the StorageWorks disk array and Virtual Array (VA) products, an annual site visit is required to assure that the array is performing to standards. Service calls start with a comprehensive analysis to isolate the hardware problem. Prior to dispatching onsite assistance, Seamless Support may initiate and perform remote diagnostics using remote support tools were available. For service calls that cannot be remotely resolved, a Service Technician will be dispatched with parts anticipated for the repair process. SS will provide all necessary parts and materials needed in problem resolution within the contract performance commitment. Once a call is open, the service technician will work to completion. Work may suspend awaiting parts, but will resume immediately upon receipt. Call–To-Repair commitments may be selected in lieu of onsite response commitments. For critical problems with issues not quickly resolved remotely, SS will use every reasonable effort to return the covered hardware to operating condition within the specified response time. This is based on the requirement that the Customer would be providing console access and prior environment analysis to eliminate pre-existing conditions. SS will warehouse break-fix spares of all key parts locally (or on site whenever possible) to be available to the support engineers at all times. Exclusions The following are not included in the Call-To-Repair time: 1) Time for disks to rebuild i.e. hot spare or parity recovery 2) Locked LUN Configurations 3) Restoring data, or data recovery 4) Unavailability of device due to non-hardware issues, i.e. application software. 5) Customers failure to execute previously recommended hardware/firmware updates. 6) Operational testing if required by the customer 7) Network related issues, interconnectivity issues 8) Not having immediate and unrestricted access to the system and system console. 9) Customer software applications or third party applications
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