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12/17/2008
© 2008 Hewlett-Packard GmbH (SAPCC Germany)
The information contained herein is subject to change without notice
15
Service Specifications
Directory
Applications
Technology
Solutions
The key to improving IT operational effectiveness is to coordinate activities across all the components of your infrastructure.
HP Service includes consistent proactive and reactive services across the whole infrastructure, including hardware, software
and specialized solution support for SAP environments.
Reactive support (Support Plus 24) is delivered through HP’s
global support infrastructure. Reactive Support Services
focus on fast and full restoration in the event of a failure, so
any problems are fixed quickly and cost-effectively. HP provides
industry-leading call-to-resolution commitments for hardware, including a six-hour call-to-repair commitment for hardware.
HP’s
Global Solution Centers are located in key points around the globe, so they can work on any issues 24x7, 365 days a
year.
Proactive onsite support services, delivered by availability and technical experts at your site, help you continually
improve your IT operations. These services are based on industry
standards for IT service management, such as ITIL, and HP’s
own experience in managing mission critical business applications. With a proactive approach and remote support
technology HP helps you identify, diagnose and resolve problems before they cause downtime, through monitoring and
analysis of your mission critical environment.
HP Proactive 24 Service helps to improve the stability, availability, and operational effectiveness of your IT environment
through a combination of industryleading
technical assistance and proactive account services that cover the entire IT
infrastructure.
HP Critical Service integrates proactive and reactive services to improve availability and performance for businesses where
downtime can be disastrous. Critical Service combines proactive onsite expertise from HP-certified high availability experts,
24x7 priority assistance from HP’s
worldwide missioncritical
response centers, and proactive remote support tools.
Depending
on the
size
and the
complexity
of an SAP environment, we
propose
here
a generally
adequate
service
level.
We
highly
recommend
getting
in touch
with
a Service Solution Architect to select
and configure
the
specifically
appropriate
service
level.
• For Germany, please
send service
requests
to germany.bc@hp.com.
• For EMEA, please
send service
requests
to sap.hp@hp.com
• For AMA, please
send service
request
to pss@hp.com