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Assigned Account Support Engineer (ASE) The support manager and technical expert assigned to the customer's account. Assigned Customer Engineer (CE) The CE is responsible for hardware support activities and works with the ASE to maintain the annual support plan. Backup and Recovery Management Services These services ensure the continuity and/or recovery of IT-Supported business processes if a disaster occurs. BEA Systems, Inc. HP teams with BEA to provide solutions for security delivering Web-enabled enterprise applications. BroadVision A leading supplier of Internet applications solutions for one-to-one relationship management across the extended enterprise. Business Recovery Services that help companies maintain or recover their critical IT-based business processes. Call-to-Repair Commitment These are commitments to repair the customer's server system hardware within a maximum six hours. Call-to-Restore Commitment HP offers a four-hour call to restoration commitment on hardware, operating systems and network connectivity. Customer Satisfaction Manager (CSE) This individual oversees the escalation process for critical problems to ensure that the process is executed smoothly and expeditiously. Hardware Support Sepcialist (HSS) This individual has a more hardware specific role than the CE. High Availability Observatory (HAO) The HAO is a suite of technologies, tools and processes that systematically analyzes the customer's HP-UX and/or Windows NT system configuration for software patch irregularities. Mission Critical Services Team A specially trained HP account support team assigned to its customers. This team is responsible for delivery of all services to the customer's environment in support of the customer's business objectives. This team includes some of the following:
Staffed by HPs most experienced engineers, the MCSC, as a part of the HAO, routinely and proactively analyzes mission-critical customers' environments for potential problems. Proactive Support Services As one of the major components of HPs Mission Critical Services Portfolio, these services include comprehensive technologies, tools and processes that anticipate problems and solve them before they occur. Reactive Support Services HP support services that provide fast and full restoration in the event of an outage. Remote Account Support Engineer (RASE) The customer's personal contact and advocate at the HP Response Center. |
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