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Service Specifications
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.
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For Germany, please send service requests to germany.bc@hp.com.
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For EMEA, please send service requests to
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For AMA, please send service request to
© 2008 Hewlett-Packard GmbH (SAPCC Germany)
15
12/17/2008
The information contained herein is subject to change without notice
sap.hp@hp.com
pss@hp.com
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