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Power Tools 1993 October - Disc 1
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Power Tools (Disc 1)(October 1993)(HP).iso
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a3821684
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1992-05-09
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HP NetAssure Service, Technical Data
HP Multivendor Network Support Program
HP NetAssure service maximizes the uptime of your network and
increases the effectiveness of your network operations staff.
HP NetAssure service provides you with fault isolation and assistance
with problem resolution, anywhere on the network. This service is
flexible enough to support your single-site office or manufacturing
network as well as your multisite network. Hewlett-Packard invests in
network and data communications training and support tools so that you
do not need to make that investment. HP's worldwide support
organization is available to ensure that your network is operating
properly and is available to meet your business needs.
Features
o One telephone call
o Multivendor problem management
o Fast response time
o HP Network Predictive support
One Telephone Call
When you have a network problem, you need it fixed quickly. Since your
network is composed of a variety of products, vendors, and
technologies, identifying the cause of the problem is difficult. With
HP NetAssure service, one telephone call to the HP Response Center
initiates the problem isolation process. This timely identification of
a problem with either HP or another vendor's equipment reduces network
downtime.
HP's fault isolation activities begin with the powerful remote
diagnostics of the HP Response Center. If necessary, HP dispatches a
support engineer to one or multiple locations as an on-site resource.
Under HP NetAssure service, each appropriate HP office is staffed with
highly trained engineers, stocked with test equipment, and armed with
technical information about your network.
Multivendor Problem Management
HP simplifies problem resolution and reduces your network downtime by
working directly with select vendors to return your network to normal
operation quickly. Coordinating multiple vendors' services is time
consuming. Under HP NetAssure service, HP assists in managing the
resolution of the problem for you.
To expedite the resolution of network problems, HP has working
relationships with select network vendors. If our diagnosis of the
network problem indicates that equipment from one of these vendors is
involved, HP contacts the vendor directly for remote or on-site
assistance. HP continues to work with the vendor while the problem is
being resolved, keeping your network operator informed of resolution
status.
HP also works with your network operator to cooperatively manage
problem isolation with vendors or non-HP products. Either way, you win
with HP managing the resources to get your network back up and running.
Fast Response Time
HP simplifies problem resolution and reduces your network downtime by
working directly with select vendors to return your network to normal
operation quickly. When network operators call the HP Response Center
with a network problem, they talk to a network support specialist
within two hours to begin problem isolation. Working with the latest
technology, the network support specialist performs remote problem
diagnosis. If HP cannot resolve the problem remotely, we promptly
dispatch a local support engineer.
HP Network Predictive Support
For select HP 3000 products on networks supported with HP NetAssure
service plus HP SuccessLine Next Day support or HP SuccessLine Priority
support, HP Network Predictive support is available to monitor
line-error trends. This helps HP predict and diagnose network problems.
In addition, HP Predictive Support software has been enhanced to
include coverage of the HP INP network interface card. These combine to
further enhance your network availability.
90 Days Free
When you purchase 12 months of HP NetAssure service at the same time
that you purchase HP Network Startup service, you receive 90 days of
HP NetAssure service free of charge prior to commencement of paid
coverage.
Eligibility
Your network is eligible for HP NetAssure service if it meets the
following criteria.
Supported Connections.
HP must agree upon all network connections supported under HP NetAssure
service. While repair of non-HP products remains the responsibility of
the customer or vendor, HP has working relationships with select
vendors to expedite problem isolation and resolution. Your HP sales
representative and account team can provide you with current
information on supported connections and evaluate your network for
supportability under HP NetAssure service.
Minimum Network Configuration.
HP NetAssure service requires at least one HP CPU (HP 1000, HP 3000, or
HP 9000) on the network or at least one HP personal computer (HP Vectra
PC or HP 150 PC) for PC networks.
Product Support.
The minimum level of support required for each HP CPU on the network is
HP BasicLine, when HP ResponseLine is purchased for another CPU at the
site, for all system software, and HP SuccessLine Next Day support for
all system hardware. The minimum level of support required for each
HP PC on the network is HP ResponseLine and HP SuccessLine Scheduled
support on all software and hardware respectively. Documented
maintenance arrangements must be in place for all other hardware and
software products to be supported under HP NetAssure service.
Operating Condition.
At the time HP NetAssure service coverage begins, your network must be
fully operational. HP NetAssure coverage may begin upon completion of
HP Network Startup service. Other networks may require verification by
HP at an additional charge. If the network requires service prior to
HP NetAssure service coverage, you can purchase HP assistance at
standard service rates.
Remote Support.
The ability to access a network remotely increases the effectiveness of
HP's troubleshooting capability and reduces your network downtime.
HP NetAssure service customers must allow the HP Response Center remote
access to their network. Although nodes may need to be configured for
remote access, you may only need to connect the modems when remote
diagnosis is necessary.
Remote access requirements depend on your network topology. Your
HP support engineer works with you to determine specific support
requirements, and HP may provide modems for certain connections.
Modified Products.
HP products modified without prior approval from HP are not eligible
for HP NetAssure service.
Site Requirements. Your network is eligible for HP NetAssure if your
network connections are:
o Installed in sites that meet the specifications listed in the
HP documentation that applies to your products. (Specifications may
apply to both HP and non-HP nodes on the network.)
o Located in HP-defined service travel areas
o Located in stationary facilities (Automobiles, mobile vans, ships,
airplanes, and railroad cars are specifically excluded.)
o Attended by customer personnel at all times when HP support personnel
are on site
Customer responsibilities
You must identify a network operator and an alternate within your
organization as persons responsible for network operation. These are
the primary contacts for HP and are authorized callers to the
HP Response Center for assistance under HP NetAssure service. You may
identify additional callers by ordering the additional HP Response
Center caller option.
The network operator is responsible for contacting the HP Response
Center for problem assistance and for coordinating internal customer
resources as necessary. The customer network operator and alternate may
be required to attend select HP training courses. Your HP support
engineer can help you determine detailed training requirements for your
network operator.
The network operator is also responsible for working with the
HP support engineer to maintain accurate network documentation and must
notify HP when major topology changes occur on the network. Information
about the network configuration is critical for successful management
and support. Standard HP documentation makes it easier to maintain this
information.
Coverage Hours
Your network operator can contact the HP Response Center for assistance
under HP NetAssure service between 7:00 am and 9:00 pm, Eastern time,
Monday through Friday, excluding HP holidays. Subject to local
availability and price uplifts, additional coverage hours and days may
be available.
Upon receipt of a call during the coverage hours above, HP may need
to dispatch a support engineer. For network sites with HP systems
connected in the network, HP's on-site response under HP NetAssure
service is governed by the response time purchased for the HP hardware
maintenance agreement for the networked systems. If dispatch is
required to a site that has no HP products connected to the network,
the response time is the next working day.
Charges
Charges for HP NetAssure service are based on HP's published prices in
effect in the country where the network connections are maintained.
Travel Zones.
If your system is within 100 miles of a primary or secondary HP Support
Responsible Office, you receive the specified on-site response time.
Response times to locations beyond 100 miles may be longer.
Travel to sites located within 200 miles of your HP Support
Responsible Office is provided at no additional charge. If you are
located beyond 200 miles, HP assesses a travel charge based on the
distance to your location.
Ordering Information
The cost of HP NetAssure service is determined by your network
configuration. HP measures the size and complexity of your network by
the number and type of physical network connections. The cost is then
based on HP's standard prices for each type of network connection.
For additional information on HP NetAssure service and the
HP Multivendor Network Support program, contact your local HP sales
representative.
HP NetAssure service and certain features such as HP Network
Predictive support are subject to local availability.
For more information, call your local HP sales office listed in your
telephone directory or an HP regional office listed below for the
location of your nearest sales office.
From HP Networking Communications Specifications Guide,
5091-3821E, 9205, p 684
Associated files: none
HP NetAssure Service, Technical Data