Detailed Listing of HP Products Supported HP9000 Products
Detailed Support List

Related Documents

SMS Line Card

Related Links

Singlepoint

Support Integration
Maintenance Service Levels Available

Service Levels
Support Options offered with Maintenance Service levels

Support Options

Professional Services

Operating Systems Software Supported OS Support
Extraordinary HP Consulting Skills Available HP Skills Matrix
Services available on EOL or Retired Technologies Mature Technology Support

Updated 04.17.08

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Simply The Most Responsive Support

SMS Support for Hewlett-Packard HP 9000 and Unix

SMS is your best choice for highly responsive, quality maintenance and support for your servers and storage. Unlike the decisions made by many manufacturers to discontinue support for second and third generation configurations, SMS offers support through the entire useful life of your hardware.

SMS offers 4 Service Levels that can be customized to meet your specific needs.

Service Level	Response Time	Description
Mission Critical	7x24,2 7x24,4	When you need 24 hour, 7 day a week support with guaranteed 2 or 4 hour on-site response, Mission Critical support is the right choice.
Critical	5x9, 4	When you need Monday through Friday, 8 AM to 5 PM support with guaranteed 4 hour on-site response, Critical support is the right choice.
Premium	5x9, NBD	When you need Monday through Friday, Next Business Day (NBD) support, Premium support is the right choice.
Shared	Parts Only	When you wish to perform your own on-site tasks using your own own personnel Shared support is the right choice. Shared support provides technical support and training, with guaranteed parts that can be customized to be on-site or off-site, customer owned or SMS owned.

Each of our service levels have a variety of account support features that are all part of the baseline service.

Service Feature Availability Service Levels

Systems
Mission Critical

Critical

Premium

Shared

HP 9000 Systems

Account Support Features

On-site technical support

Telephone technical support

Customized consulting support

Software release planning

On-site account reviews Monthly Yearly Semi-annual Yearly

Site activity log

Help Desk

Spares Hot Spares Hot Spares Hot Spares Optional

Post incident follow-up

Technical Consulting Services

Health Check Services

Technical Consulting

HP UX Software Support

Coverage Hours and Response Times

Telephone Technical Support coverage 7 x 24 8am-5pm,M-F 5 x 24 8am-5pm, M-F

On-site Technical Support response 7 x 24 8am-5pm,M-F Next day Not Applicable

Customer-defined priority response Optional

Urgent telephone on-site Live Answer/4 hrs Live Answer/4 hrs Live Answer/4 hrs 4 hrs/NA

Not-critical telephone on-site Live Answer at Customer Convenience 4hrs at Customer
Convenience 4hrs at
Customer Convenience 4 hrs/NA

SMS offers comprehensive support for multiple platforms, including many products that the Manufacturer has decided is End-Of-Life (EOL) or End-Of-Service-Life (EOSL). Our ability to offer such a wide variety of support allows you to have a single point of contact for all of your service requirements.