Power Tools 1993 November - Disc 1/Power Tools Plus (Disc 1 of 2)(November 1993)(HP).iso/sys/support/support.txt

Text File | 1992-04-30 | 39.2 KB | 760 lines

1. The Business Environment
Your customers are making an important decision to purchase a
Hewlett-Packard Corporate Business System. More than buying just a
"box," customers rely on our philosophy, our reputation for
technological innovation and leadership, and our commitment to their
success. Their careers and businesses ride on their investment
decisions, and they're counting on Hewlett-Packard to make them
successful. HP has created the new HP Premier Account Support program
especially for the Corporate Business System buyer. The new Corporate
Business Systems were just a concept in our technology labs when we
started meeting with potential corporate business systems customers,
studying our future competition, and laying out the foundation for a new
best-of-class level of post-sales services that would give you the
competitive weapon you need to close the sale.
   At the heart of a customer-focused organization is the ability to
understand customers. At the heart of HP's Premier Account Support
program is the concept that our customers' success defines our success.
We've built a program to help make the Corporate Business Systems
customer successful in the three key areas on which they are measured:

Solution Availability
Computing power within a corporation can be compared to a public
utility. When a blackout makes power unavailable, users suffer and
productivity stops. System managers are measured on whether their
business solutions are available to their end users when they say
they'll be. These systems managers rely upon computer vendors to
anticipate as many problems as possible and provide the highest-level
response possible when problems do occur.

Resource Management
Systems managers and Information Technology (IT) managers are managers:
they manage people, equipment, and budgets. Corporate Business Systems
users are measured on how effectively they plan and manage their
resources. They rely upon a vendor to effectively plan their support
needs at the beginning of the year and develop a single contract that
covers their needs. They don't want to be "nickel and dimed" by vendors
with charges that are within the spirit of the original plan.

Technology Planning
System managers and IT managers are responsible for tracking complex,
rapidly evolving systems technologies and recommending technology
implementations that provide the maximum benefit with minimum
disruptions. They need a business partner who can create a plan for
implementing technologies that create the greatest competitive advantage
for their organizations.

HP's Premier Account Support Program
We have discovered that Corporate Business Systems customers want one
packaged set of services that will ensure successful implementation and
ongoing operation of their high-end systems -- a package that ensures
the right support for their systems hardware, software, network, and the
people using it. HP has packaged the services we think are truly
essential for their systems support into one fixed-price product. But we
also realize that there are a range of services that they may need to
ensure the success of their entire organization, and these services are
discussed in section 3.
   HP has structured a new Premier Account Support program based upon
the needs of the Corporate Business Systems manager. This program
features new support capabilities packaged together in a single,
integrated service and support product.
   Here are some key details of this new fixed-price package ...

Quota Credit and Commission!
Sell this package up front with the system, and HP will give you full
revenue credit toward your quota.

One Product Number
We've made it easy to quote support!  One product number does it all!
Each new HP 3000 Corporate Business System and HP 9000 Corporate
Business Server has a specific support package associated with it. Each
support package bears the name of the specific processor version it
supports. Add the product to the quote, and you're done!  Your customer
gets everything they need to support their new system configuration.

One Integrated Support Package
Each support package includes the primary services customers need to
support their new corporate business system. Each Premier Account
customer is supported by a fully integrated support team with
account-assigned representatives from the Systems Support Organization
(SSO), the Professional Services Organization (PSO), and the HP Response
Center. Each product contains the following premium deliverables, all
designed to make the Corporate Business Systems manager successful:
o A new 24 x 7 hardware support service level with immediate response
o An enhanced level of software support with expanded 24 x 7 software
  coverage
o A new account-assigned Response Center engineer who handles daily
  technical problems as well as ensuring that the customer receives the
  highest level of remote support possible.
o An enhanced level of 24 x 7 network support for the system
o Two person weeks of customer training
o An account containing on-site consulting time, so that the customer
  gets consulting activities focused on meeting their unique business
  needs. For example, a customer can receive one day every other week
  for account planning and general consulting or a combination of
  general consulting and specialist activities over a number of days.
   See the next section for more details about the new support
capabilities for the Premier Account customer.

One Fixed Price
Customers pay just one price; the package includes all of the above
service and support deliverables for the SPU, configured peripherals,
and software that are part of the corporate business system
configuration at initial purchase.

Easy HP Financing Available
In many cases, the up front purchase of fixed-price packages can be
financed through the Finance and Remarketing Division (FRD). This helps
customers to better manage their cash flow and makes it easier to
purchase support for their corporate business systems.
   Out distance the Competition with HP Premier Account support!
Communicate the following critical benefits to your customers.

Maximum Uptime
For Corporate Business Systems managers, the best solution to a problem
is not to have the problem. Every aspect of Premier Account Support is
designed with this concept in mind: to anticipate as many problems as
possible and execute solutions before they impact business operations.
If problems do occur, HP's unprecedented level of response ensures that
the impact is minimized. HP combines knowledge of products and
strategies with a familiarity of customers' systems environments. The
bottom line?  The Corporate Business Systems manager can rely on the
HP team which has the resources and understanding to prevent many
problems and quickly resolve those that do surface. This adds up to
maximum solution availability and maximum customer satisfaction.

Complete Primary Coverage with No Surprises
The annual account plan and a single comprehensive contract form a
flexible solution covering all your customer's general systems, network,
and, planning and support needs.*  It is an effective way to maximize
productivity and to simplify support for Corporate Business Systems. The
bottom line?  Your customer will have the confidence that the HP team
can generate solutions -- clearly, productively, and regardless of the
course of the future.
   Note:  The annual account plan may recommend a range of consulting
not included in the standard package. This can be planned up front for
your customer, with the additional charge included in a single quote,
single solution package.

A Technology Leader on their Team
Corporate Business Systems customers are often just starting to use open
systems technology, and they need to develop an overall plan to minimize
risk. As part of the consulting in Premier Account Support, Corporate
Business Systems customer's can opt to have HP help them move toward an
open software environment, tailored to their unique business and
technology needs. HP can show your customers how to make the most of
their existing IT investments, by building open systems solutions that
leverage the hardware, software, networks, and people that they already
have, while still showing them ways to incorporate future technologies.
The bottom line?  Your Corporate Business Systems manager gets an open
systems road map that they can share with their management -- a road map
that is tailored to their unique business needs and which takes into
account their existing investments in people, hardware, software, and
networks.
   Note:  Many of these activities may require additional consulting
time that is not included in the  standard package. Additional open
systems activities are available. See the section entitled "Additional
Professional Services."

Quote the fixed-price, fixed-deliverable HP Premier Account Support
product for your Corporate Business Systems customers. They will know
that HP will do whatever it takes to keep their system running smoothly
-- now and in the future. That's good business for both you and your
customer. Good selling!

2. A Look Inside the Package
HP Premier Account Support is a fixed-price, fixed-deliverable product
solution, designed to be easily sold up front with the Corporate
Business Systems. While the Premier Account Support capabilities can
also be quoted individually with the help of your support
representative, the packaged solutions are designed to be sold by you,
the HP Sales Representative to deliver the greatest value to your
customers. This convenient package includes the attractively priced
selection of the primary HP support services your customer will want to
ensure their success in their high-end systems environment.
   For one quote at one price, your customer knows that HP will support
the critical activities of their corporate business system. It is
comprehensive, and it contains clearly defined deliverables. Ordering
simplicity will benefit both you and your customers -- orders will be
clear and fast, and customers can easily predict support costs for
planned system purchases.
   This section details what's included with each fixed price package.
Product structure is detailed in the "Ordering Information" section.
   Hewlett-Packard is unequaled in providing highly-available systems.
In addition to reliable products, the basic hardware, software and
network services are the major ingredients of available systems. A fully
integrated support team with account-assigned representatives from the
SSO, the PSO, and the HP Response Center continuously monitor your
customer's environment and ensure the highest level of customer
satisfaction in the industry. Their tools include these innovative
support capabilities:

A new 24 x 7 hardware support service level with immediate response.
Key features such as the non-stop hardware support can help you
penetrate accounts where up-time is absolutely essential. With Premier
Account Support, all HP hardware products purchased in a Corporate
Business System configuration are automatically supported at the highest
level HP has ever offered, 24 x 7 coverage with an immediate response.

NEW! With immediate hardware response, a Customer Engineer (CE) is
dispatched simultaneous with an HP Response Center engineer starting
problem isolation. With no delay in starting to troubleshoot the
problem, HP arrives at the customer's site armed with all the available
information to get their Corporate Business Systems back online.

NEW! The account CE monitors all hardware calls. As needed, the CE
reviews the calls with the customer to better understand why problems
occurred and how to prevent future problems.

NEW! All HP Premier Account Support open calls are continuously
monitored and quickly escalated on an accelerated basis.
   An account CE delivers on-site services and participates in the
annual account plan, scheduling regular visits for preventive
maintenance.
   HP Predictive Support software helps minimize downtime through the
early warning and prevention of potential problems.
    An enhanced level of software support with expanded 24 x 7 software
coverage.
   With HP's worldwide network of Response Centers, Corporate Business
Systems customers receive HP's top-rated software support
around-the-clock. All documentation and updates for HP software products
purchased with the Corporate Business Systems are automatically included
and are supported at the highest level HP has ever offered:

NEW! Corporate Business Systems software is fully supported 24 hours per
day, 7 days per week. Staffing levels have been increased and paging
systems have been implemented.
   Access to the HP SupportLine electronic databases which feature
powerful browse and keyword search facilities, help your customers
quickly find solutions to problems and questions.
   HP PowerPatch for MPE/iX and Electronic Access to Patches for HP-UX
will speed the delivery and installation of patches from the Response
Center to the customer's site before they experience software problems.
   A new account-assigned Response Center engineer who handles daily
technical problems as well as ensuring that the customer receives the
highest level of remote support possible.
   With HP's Premier Account support, Hewlett-Packard adds an
account-assigned Response Center engineer (ARCE), completing a fully
integrated support team. Their knowledge of your customer and their
environment enables them to anticipate potential problems and to solve
new problems in the shortest possible time. They provide both a focal
point for technical issues as well as feedback and review of the
customer account, coordinated factory support and monitoring active
problem resolution status. Specific activities include:

NEW! The account-assigned Response Center Engineer is assigned based
upon your customer's expected call profile. The goal is for the ARCE to
be able to solve as many of your customer's questions as possible. If
the Account RCE can't solve the problem, he routes it directly to senior
HP Response Center engineers on other teams who give the customer
priority assistance.

NEW! Your customer will be immediately connected to their ARCE when
they're available. With fewer callbacks, your customer's problems are
solved in the shortest amount of time. If the Account RCE is
unavailable, your customer can either leave him a detailed problem
description in a voice mailbox (where available), or they can request a
callback from another Response Center engineer.

NEW! When it becomes necessary for the HP Response Center to call your
customer back, the call will automatically be given a priority response.

NEW! The Account RCE monitors all software and network calls. Monthly,
the Account RCE reviews the calls with the customer to better understand
why problems occurred and how to prevent future problems.

NEW! The Account RCE tracks the customers support environment,
understands how the Corporate Business Systems customer's business
operations affect their remote support requirements. The Account RCE
annually participates with the HP Support team on a customer visit to
better understand the customer's environment, communicate the
HP Response Center's participation in supporting the customers
environment, and to develop an action plan to help the customer more
effectively take advantage of HP's remote support resources.

NEW! The Account RCE monitors all general release patches and helps the
Corporate Business Systems manager on a monthly basis determine which
patches should be installed at the customers site in order to minimize
the likelihood of future problems.

NEW! The Account RCE will proactively contact the customer if a class
problem arises with a Corporate Business Systems product and will
proactively work with your customer to implement a workaround and
minimize system disruption.
   Your customers will be assured to know that their factory support
team will be seasoned, account-informed, and consistent throughout the
support cycle. And they will be guaranteed of getting a familiar voice
on the telephone when they take advantage of this new service.
   An enhanced level of 24 x 7 network support for the system.
HP Premier Account Support provides round-the-clock support for network
problems on the system, as well as network documentation and planning
assistance for the customer's entire network.

NEW! HP will provide the same 24-hour, 7-day (24 x 7) coverage with
immediate response on the network components as for the hardware
components, including fault isolation and problem management.

NEW! The Account RCE monitors system network calls. Monthly, the Account
RCE reviews the calls with the customer to better understand why
problems occurred and how to prevent future problems.

NEW! All HP Premier Account Support open calls are continuously
monitored and unsolved problems are quickly escalated on an accelerated
basis.
   The customer will receive documentation about their network at the
start of support coverage.
   Network planning assistance is provided.
Two person weeks of customer training

NEW! 10 units of customer training are automatically included in each
package. Each unit represents one seat for each day of training. These
training units can be used for any of HP's large selection of core and
specialized training courses.
   An account containing on-site consulting time, that can include
account planning or specialist activities.
   In addition to the personalized services provided with software
support, this comprehensive service and support program provides a
formal method for an HP consultant to work on-site, arm-in-arm with your
customer. An account-assigned Technical Consultant will act as a single
point of contact for both the customer and HP. This
technically-proficient consultant will:
o Eliminate "bureaucracy", act as account lead and focal point for all
  HP factory and field resources, and ensure that appropriate
  HP resources are made available to the Corporate Business Systems
  customer.
o Attend the customer's relevant business and planning meetings.
                                               3. Additional Support Tools and                                                  Services

o Lead the development of the annual account support plan and coordinate
  an annual HP Support team visit.
   In addition to a leadership role by the account-assigned Technical
Consultant, the HP Premier Account Support package has additional
allotted consulting time that can be used to best meet the needs of the
Corporate Business Systems manager. Examples of other consulting
activities include, migration, performance, networking, information
management, applications, and database management consulting.
   Note:  Many of these activities may require additional consulting
time that is not included in the  standard package.

Some Corporate Business Systems customers will need more consulting than
included in the fixed-price HP Premier Account Support package to help
migrate their applications to a client/server environment. Others may
want to add more training or some of the value-added products and
services sold separately and discussed below. With the help of your
local support representative, these additional services can be easily
quoted under a single, comprehensive quote. The flexible solution,
HP Comprehensive Support for Premier Accounts is not eligible for quota
and commission,  although it can create a more complete HP support
solution. This flexible solution should also be used for customers who
do not want all the premium-level services included in the fixed- price
package.
   Here are some additional tools and services that round out the
HP support offering.

Additional Tools
An array of state-of-the-art performance management tools is available
to deliver performance analysis and planning information. These tools
will help customers more effectively manage their computing environment,
saving them valuable time and resources.
   Note:  HP GlancePlus, HP LaserRX, and HP RXForecast are automatically
delivered with the HP 3000 992 DX models.

HP GlancePlus*
HP GlancePlus software provides your customers with on-line performance
information. This monitoring and diagnostic tool allows your HP 9000 and
HP 3000 system customers to take the pulse of their systems to
understand current system activity and to isolate and resolve
performance bottlenecks when they occur. HP GlancePlus delivers a
combination of power and ease of use to help customers manage the
on-line performance of their systems.
   HP GlancePlus is available for HP MPE and HP-UX systems. For
customers who have a multivendor environment, HP GlancePlus is also
available for Sun SPARCstations.

HP LaserRX*
HP LaserRX software provides your customers with comprehensive,
historical system activity information that aids them in load balancing,
system tuning, resource management and trend analysis. This powerful
tool gives your customers the information needed to manage the
performance of their HP MPE or HP-UX computing environment.
   Note:  Eligible for quota and commission.

Your customers can easily create effective management presentations that
illustrate resource utilization by systems, applications, or even
departments. Furthermore, HP LaserRX software allows customers to
readily establish and monitor the service levels they provide to their
own end users.

HP RXForecast*
HP RXForecast software provides your customers with quick and accurate
projections of their future system resource utilization. Customers can
anticipate when they'll need more system resources based on past
utilization trends or their projections of business activity.
   HP RXForecast requires HP LaserRX as it uses the data collected by
HP LaserRX software and integrates into the LaserRX user interface.
HP RXForecast is available for HP MPE and HP-UX systems.
   Note:  Eligible for quota and commission.

Additional Site Services
   Complete Network Maintenance
HP can also provide fault isolation and problem management for the
customer's entire network, including HP devices and multi-vendor
equipment. This additional coverage can be quoted as a single line item
for your customer.

HP Backup
HP Backup gives the customer access to a fully-operational computer
facility in the event of a disaster. This service includes:
o Disaster recovery at an HP facility (in some countries, customers can
  perform their recovery procedures remotely via telecommunication lines
  to HP's hot site)
o Expedited delivery of replacement HP equipment, if needed (including
  modems and multiplexers)
o Access to HP's technical and support resources worldwide
o Annual rehearsal and review (up to 48 hours per year)
HP Backup service may include a hot site, a cold site, or both.
o A hot site is a fixed site where the customer has access to fully
  configured HP 3000 and HP 9000 systems, telecommunications, and staff
  -- everything needed to resume computer operations after a disaster.
o A cold site is a computer room with telecommunications ready to accept
  the customer's computer. The customer can establish a temporary
  computer center using their own equipment.

HP Integrated Support for Network and System Operation
HP works with customers to maintain and operate their networked open
systems environments, thereby allowing customers to better focus on
their core business. Your customer can leverage HP's technical expertise
in the areas of network operations, help desk services, and multivendor
PC and HP workstation staging and distribution services to increase the
reliability of their computing environment and better support their
end-users.

HP Site Design and Implementation
Corporate Business Systems customers face many challenges in their
computing environments as they migrate to new platforms and possibly
decentralize their computing resources. With HP Site Design and
                                               4. The Competition

Implementation, HP provides resources and technical expertise to create,
install, or modify the customer's computing environments. Your customer
receives a complete solution and documentation of all the work that was
managed by HP. This work can include cabling, computer room relocation,
system and network startup, wire testing, and computing environment
preparation and troubleshooting.

Additional Professional Services
   HP's Mainframe Alternatives Solutions Consulting
HP Consultants can work in close partnership with the Corporate Business
Systems customer to help them identify which business needs, processes
and applications will benefit most from HP's Mainframe Alternative
Solutions. HP Consultants can help create a practical transition plan
that may cover systems, software, networks, and applications evolution
and coexistence, customer education, pilot plans, and detailed
implementation plans, as well as address people, organizational, and
operational issues essential for a successful transition plan.

HP's Open Software Environment Consulting
Today's Corporate Business Systems customers know that open systems
offers a lot of benefits. Still, customers often find roadblocks between
where they are today and the full benefits of open systems. HP has a
proven way to help customers get past the software technology
roadblocks.
   Corporate Business Systems customers today are dealing with the
problems of a multi-vendor IT environment, and many are considering Open
Systems to do this. Because high-end systems represent large investments
and critical applications, the move to Open Systems must be carefully
planned to minimize risk. Specially trained consultants in the PSO
provide your Corporate Business Systems customer with specific
guidelines for building open applications, and recommendations for
selecting software standards and products. OSE is an approach to
defining this architecture and building open systems applications, one
that maximizes flexibility and protects customers' investments. OSE
covers key application development areas such as computer-aided software
engineering (CASE), database, user interface, and networking. It is not
a vendor-defined architecture or list of products, but a set of
guidelines, models, and processes to help customers make software
choices that meet their individual business needs.

Network Planning and Design
HP can help customers analyze the costs and benefits of alternative
solutions for planning and designing networks. A successful network
solution requires thorough planning. This involves performing an
in-depth network requirements analysis, providing a high-level logical
design, completing a detailed physical design, conducting a connectivity
analysis, and creating an implementation plan. The HP Consultant ensures
that the network accommodates upgrades, new technologies, and
organizational changes easily and cost-effectively.

Your primary competition for HP Premier Account Support is IBM. They
have been in the high-end service business for a long time and are a
perceived market leader. DEC and other high-end vendors such as Amdahl
also offer a wide variety of service products. Service-only vendors also

exist, including Disaster Planning and COMDISCO. Read on for some hints
for all of these competitive environments.

Selling Against IBM
o IBM's practice is to provide a certain level of account support to its
  data center customers on a non-billable basis -- as part of the system
  purchase price. Don't let your customers be fooled. They are paying
  for the service -- compare system prices.
o Stress that HP is providing the same "whatever-it-takes" support
  partnership -- but we put our deliverables in writing.
o HP's personalized service is unmatched. Our account-assigned
  consultants know the customer's business and have the technical and
  industry experience to provide quality planning. Our consultants are
  HP employees, not third-party hired hands.

Selling Against DEC
o So tress HP's full-system product and support solutions. PCs,
  workstations, high-end systems -- we have and understand them all.
o Emphasize HP's success and experience directly supporting multivendor
  networks. DEC claims to offer multivendor network consulting, but
  relies heavily on VABs to actually deliver it.
o Our service is comprehensive, well-defined and documented.

Selling Against Independent Service Companies
o Emphasize HP's ability to provide a system solution that goes beyond
  daily maintenance or consulting. Many service firms lack the
  high-level perspective and experience required to assist in strategic
  company planning and implementation.
o HP has a vested interest in keeping the customer satisfied and on the
  leading edge. Unhappy or poorly equipped customers do not stay
  competitive and do not buy more systems.

Q & A
Question:  Some of HP's competitors do not charge high-end systems
customers for support. Why should HP customers in this environment have
to pay for support?
   Answer:  Although it may not appear that some of our competitors
charge for support, the cost is actually bundled into the price of the
product. With HP Premier Account Support, your customer will get:
o a comprehensive support package that includes all of the
services needed to support their corporate business system or server
o a detailed, written description of the specific deliverables HP
is committed to providing
o personalized service

Question:  Whom do I contact for financing information?
   Answer:  The Sales Finance representative in your local sales office.

Question:  Can I sell HP Premier Account Support for more than one year?
   Answer:  HP Premier Account Support can be sold for more than one
year on a specials basis. Please contact your local support marketing
center for more information.

Question:  Can my customer finance multi-year support contracts?
   Answer:  Yes. In many cases, customers can finance support contracts
covering multi-year periods according to their needs. Check with your
Sales Finance representative for details.

Question:  Can I sell HP Premier Account Support to customers that are
buying HP systems other than the HP 3000 CS 992 series and HP 9000 890
series?
   Answer:  The HP Premier Account Support packages are configured
specifically for HP 3000 and HP 9000 Corporate Business Systems.
Comprehensive Support for Premier Accounts is recommended when selling
systems other than corporate business systems or when more or less
coverage is required than included with the HP Premier Account Support
packages.
   The new capabilities included in HP Premier Account Support for the
Corporate Business Systems in time will be made available to other
HP systems. Please check with your local support marketing center for
availability and/or ordering information.

Question:  Is there more customer value in the up front package than in
the individually quoted services?
   Answer:  Absolutely. Since customers pay one price regardless of what
configured peripherals and software are included in the configuration,
there can be significantly more value in purchasing the package, than in
buying support for each specific component. The more items included with
the Corporate Business System configuration at initial purchase, the
better the value.

Question:  Does HP Premier Account Support cover peripherals, equipment
and memory included in the corporate business system configuration?
   Answer:  Yes. HP Premier Account Support is configured and priced at
the system level. This eliminates the need for complex and lengthy
component-level configurations. All peripherals and memory included in a
single corporate business system configuration at initial purchase, are
supported.

Question:  Is HP's Premier Account Support program available worldwide?
   Answer:  Yes, although local availability of specific capabilities
may vary from country to country. Check with your local country support
marketing center for details.

Question:  What about quota and commission for selling HP Premier
Account Support?
   Answer:  HP will give you full revenue credit toward your quota for
each HP Premier Account Support package sold up front with the system.

Question:  What about quota and commission for selling consulting
services?
   Answer:  If your account is part of the FY92 pilot of the Consulting
Quota and Commission program, and these consulting services meet the
order minimum (varies by geography), you will receive quota credit.

Question:  How much consulting time does the customer receive with
HP Premier Account Support?
   Answer:  HP Premier Account support provides on-site technical
consulting for approximately one day every other week. This can be used
for general consulting or for other specialist consulting such as
performance consulting.

Question:  Does HP Premier Account Support cover multivendor network
equipment?
   Answer:  No. HP Premier Account Support offers network fault
isolation and problem management for all direct corporate business
system to HP-device connections. Additional network coverage for the
customer's entire network can be included in single line price quotes or
through Comprehensive Support for Premier Accounts.

Question:  What are the benefits to the customer of the HP Premier
Account Support package?
   Answer:  HP Premier Account Support offers customers the service and
support they need for their corporate business system or server
configuration. Customers get the assurance of maximum uptime, complete
coverage and a technology leader on their team, all for a single fixed
price.

Question:  What are the benefits to HP in selling the HP Premier Account
Support fixed-price package?
   Answer:  There are cost savings in reducing the time it takes to sell
support. HP also benefits from the improvement in customer satisfaction
as a result of helping customers increase their solution availability;
effectively plan and manage their resources; and, map new technology to
business goals.

Question:  What is the process for selecting the account-assigned
Response Center Engineer (ARCE)?
   Answer:  When an order is placed for the HP Premier Account Support
package, the Response Center is notified and immediately starts to work
with the customer's account team to profile the customer's corporate
business system configuration and system software. The goal is to match
ARCE expertise to the customer's support requirements.

Ordering Information
For the HP 3000
HP
Product
Number    Description
________________________________________________________________________
Fixed-Price Packages:
H5331A    CS 992/100 Support  HP Premier Account Support
H5332A    CS 992/200 Support  for regular and DX systems
H5333A    CS 992/300 Support  |
H5334A    CS 992/400 Support  |
H5340A    CS 990 Support |

Flexible Solution:
H5329A    Comp Sup 3000 CS    HP Comprehensive Support
          for Premier Accounts

For the HP 9000
HP
Product
Number    Description
________________________________________________________________________
Fixed-Price Packages:
H5335A    890 1 CPU Support   HP Premier Account Support
H5336A    890 2 CPU Support   |
H5337A    890 3 CPU Support   |
H5338A    890 4 CPU Support   |

Flexible Solution:
H5330A    Comp Sup 9000       HP Comprehensive Support
          for Premier Accounts

HP Premier Account Support
Quoting the fixed-price HP Premier Account Support is simple. Just
select the product number for the specific processor tier and include
the product number on the quote.
   Example: 1ea H5331A CS 992/100 Support
HP Comprehensive Support for Premier Accounts
For customers with support needs that exceed those included in the
fixed-price HP Premier Account support package, a more flexible solution
is available. Working with your local support representative, you select
the appropriate services to meet your customer's needs. The resulting
support solution can still be quoted as a single product number using
HP Comprehensive Support for Premier Accounts. Normally HP Comprehensive
Support for Premier Accounts is quoted as a monthly price.
   Example: 12ea HP5329A Comp Sup 3000 CS
HP Comprehensive Support for Premier Accounts should also be used for
customers who do not want all of the services included in the
fixed-price packages.

Additional Resources
The following documents can provide further information about HP's
Premier Account Support program.

________________________________________________________________________
Publication
Number         Description
________________________________________________________________________
                         New
5091-4302E     HP Premier Account Support Program data sheet
5091-4303E     HP Premier Account Support Program product brief
________________________________________________________________________

OSE Sales Support Tools
These items are available from your local OSE Consultant or Program
Manager, or via HPDesk from the "IM Autoinfo" hotline (see below)*

1. OSE Software Architecture Workshop Data Sheet (3 pages)
Available today from IM Autoinfo,  Subject: OSEDS
Available as a glossy from L.D.C. in May.

2. OSE Slidesets with scripts
Available today from:
U.S. & Asia/Pacific: IM Autoinfo,  Subject: OSEPRES
Europe: Computer Systems Hotline,  Subject: OSEPITCH

3. OSE Introductory Paper, "A Roadmap to Open Systems" (13 pages)
Overview of all aspects of OSE. For customers or RFPs.
Available today from IM Autoinfo,  Subject: OSEPAPR

4. Owens-Corning Fiberglas Videotape
5-minute videotape of a large satisfied customer telling why they
found OSE Consulting to be uniquely valuable. Available in U.S.
(VHS) and European formats. Non-disclosure is not required.

Available today from HP-TV. Ordering instructions on IM Autoinfo,
Subject: OSESS (read the section labeled "OSESS5").

5. "Questions and Answers on OSE" (20 pages, Internal Use Only)
Available today from IM Autoinfo,  Subject: OSEQA
6. Article Reprints (Glossies from computer industry press)
Available today. Send request via HPDesk to "Team OSE".

7. Success Stories  (Case studies of actual engagements, no names)
Available today from IM Autoinfo, Subject: OSESS

8. List of OSE Consultants, Worldwide
Available today from IM Autoinfo,  Subject: OSECONS

For additional sales tools, check with your local OSE Consultant or
Program Manager, or send a message "To: IM Autoinfo, Subject: INDEX".

Ordering from "IM Autoinfo":
Send an HPDesk message "To:  IM Autoinfo", with "Subject:" as indicated
(leave message text blank). Most items are HPDesk text messages, but a
few also come as print-images to be down-loaded to a PC and printed on a
LaserJet (because they contain nice typefaces and/or pictures).

For More Information
  Domestic Sales Support
In the U.S., the Customer Support Sales Center is staffed from 7:00 am
to 5:00 pm, Pacific time, Monday through Friday. Call Telnet or
[phone].
   International Sales Support
In Europe and Intercon, call the customer support manager in your
country for assistance.

Warning   The described products contents can differ in some countries
outside of the U.S. Please contact your local support Marketing Manager
for more information.

Associated files: none
HP Premier Account Support Sales Guide