maersk_xp24k_-asp-201501

HP ServicesAccount Support Plan

Prepared exclusively for Maersk

Proactive 24 Account Support Plan forMaersk


Table of Content

Table of Content............................................................................................................................ 1

1. Executive summary..................................................................................................................... 3

2. Scope and purpose.....................................................................................................................3

3. Business overviews....................................................................................................................43.1 Maersk............................................................................................................................... 43.2 HP..................................................................................................................................... 4

4. Account management processes................................................................................................44.1 Introduction........................................................................................................................ 44.2 IT management best practices..........................................................................................5

5. Continuous improvement plan....................................................................................................65.1 Action plan......................................................................................................................... 6

Appendix A...................................................................................................................................... 8Systems information................................................................................................................. 8HP account team...................................................................................................................... 9Customer team......................................................................................................................... 9Customer responsibilities.........................................................................................................9Call management process......................................................................................................10

Appendix B – Lun Map..................................................................................................................14


1. Executive summaryThe Executive Summary presents the essential results of the actions taken by your HP Customer Support Team to support the business and IT goals of your organization. This report focuses on the alignment of HP Services with your business and IT goals. In addition, this report highlights any risks that may delay or prevent your organization from achieving its goals, along with recommendations to minimize or eliminate such risks.

2. Scope and purposeThe aim of the Account Support Plan is to outline a complete and comprehensive approach for supporting ’s IT environment while anticipating your ongoing business needs. Included in this plan are those processes and practices used by HP to provide professional and timely support and services to help optimize its IT environment. This plan documents those activities not only performed by HP but also those by , for whom the plan is designed. The plan is specifically tailored to reflect ’s business environment. Although the plan is unique, certain attributes are comprised of a set of IT management best practices that describe the steps an organization should implement to insure the efficiency and effectiveness of its deliverables.


The Account Support Plan is developed and managed by the HP Account Manager assigned to Maersk. The plan is updated quarterly or on a schedule mutually agreed to by both and your HP Account Manager. Please note the Account Support Plan is not intended to replace existing or future HP product or reference documentation.

3. Business overviews

3.1 MaerskThe A.P. Moller - Maersk Group is a worldwide organisation with about 120,000 employees and offices in around 130 countries – with global headquarters in Copenhagen, Denmark. In addition to owning one of the world’s largest shipping companies, we are also involved in a wide range of activities within the energy, shipbuilding, retail and manufacturing industries. More detailed information about all our business areas is available

3.2 HPHP is a global provider of computing and imaging solutions for business and home. HP develops and markets hardware, software, solutions, and services including industry-leading enterprise computer solutions, fault-tolerant business-critical solutions, networking and communication products, commercial desktop and portable products and consumer PCs. HP is committed to creating a world class business partnership with its customers by providing products, services, and solutions of the highest quality and value.

4. Account management processes

4.1 IntroductionThis section of the Account Support Plan identifies a set of IT management best practices aimed at helping your organization achieve efficiency and cost effectiveness of its IT environment. Using these practices, your HP Customer Support Team will partner with to develop a strategy that helps plan, deliver, and support your efforts to achieve your organization’s business and IT goals.


IT service value strategy

Customer’sbusiness drivers

Customer’s IT objectives & critical

success factors

Value reporting

HP Services

Value reporting• Creates a closed loop process for

continual alignment & improvement – providing accountability for value delivery

• Answers the question, “what’s the return on my service investment?” –tangible & intangible value and help customers justify & substantiate funding requests

HP Services• Service design & delivery is a

function of the customer’s IT objectives. Select:

– Core services to drive operational excellence

– Value-add services to complement the customer’s service mgmt strategy

• Continual re-alignment to map with the customer’s changing needs

– Operational excellence– Speed– Agility– Flexibility

4.2 IT management best practicesYour HP Customer Support Team will work with you to insure there is a strong alliance among your organization’s mission and resources. This alignment will assure your IT environment operates effectively and efficiently. To commence the process, it is critical for your HP Team to understand your business, IT goals, and critical success factors. This Team will work with you :

Understand your organization’s mission, goals, programs, and available resources

Perform an analysis that determines your organization’s strengths and weaknesses as well as any opportunities and threats within your IT environment

Implement action planning processes with solutions aimed at alleviating obstacles that prevent your organization from achieving its goals

Recommend improvements as part of strategic plan for efficiency of operations

Once your HP Team has a full understanding of your organization’s requirements, they will identify specific areas for improvement that align directly with your business objectives. Your HP Team will use a structured process that delivers results based on two key areas. These areas are:

Implementing strategic change

Business / IT goals Critical success factors HP Mission Critical Service objectives


Continuous improvement planning

IT infrastructure matrix Action planning Exposure and risks Areas of focus for next period

In addition, your HP Team will report back on exactly how they are contributing to your success via:

Business alignment table Intangible benefits Complementary services Operational summary Delivery summary

5. Continuous improvement plan

• HW & SW response commitments

• Escalation mgmt• Parts inventory mgmt• Enabling technologies &

tools

Recovery & restoration

Continual improvement of IT service

performance & availability

Proactive 24

• Availability mgmt • Performance mgmt• Change planning• Configuration mgmt• Capacity mgmt • Problem management• ITSM process improvement• Business continuity planning• Subject matter expertise

• O.S.• Manageability• Networking• Security• Storage/SAN

Prevention, preparedness, & optimization

Avoidance of business interruption

Increased business agility

Decreased total cost of ownership

Increased IT service excellence

Results in:

5.1 Action planThe Action Plan provided in Table 6 is used to systematically list those activities that are current open action items. The Action Plan is owned and maintained by the HP Account Manager.

Table 6


Item #

Subject Owner Start Date Due Date Status

1 ASP 吉亚龙 2014-05 2014-05 完成2 SHC 赵孝水 2014-07 2014-07 完成3 PM 赵孝水 2014-08 2014-08 完成4 OR 吉亚龙 2014-10 2014-10 完成5 PM 赵孝水 2014-11 2014-11 完成6 PM 赵孝水 2014-12 2014-12 完成7 ASP 吉亚龙 2015-01 2015-01 计划中8 TC 赵孝水 2015-03 2015-03 计划中

5. Customer satisfaction and expectation

调查内容您的满意程度1. 非常不满意 5. 非常满意

一. 出现问题时的解决程度1.惠普服务代表是否能及时地对您的问题给予关注并跟踪解决 1 2 3 4 5

2.惠普服务代表是否及时地汇报问题进展情况，并能够克服困难，调整工作量进而完成工作 1 2 3 4 5

单项平均分二. 有价值的建设意见1.惠普服务代表是否对您的 IT的运行管理以及最新技术提供建议以帮助您实现 IT目标 1 2 3 4 5

2.惠普服务代表是否能与您共享成功经验和案例以共同成长 1 2 3 4 5

单项平均分三. 信任程度1.您是否认为惠普服务代表的工作态度是专业、耐心、投入和认真的 1 2 3 4 5

2.在出现问题时，您是否在第一时间内寻求惠普服务代表的帮助 1 2 3 4 5

单项平均分四. 技术评价1. 惠普服务代表是否具备优秀的专业技术，能正确的判断故障并了解相关技术知识 1 2 3 4 5

2. 惠普服务代表是否具备独立实施主动式服务的技术能力 1 2 3 4 5

3. 对您提出的问题惠普服务代表是否具备理解和解答的能力 1 2 3 4 5

单项平均分五. 您对惠普服务代表的总体评价您是否认为惠普服务代表是你的 IT 环境的紧密合作伙伴 1 2 3 4 5

单项平均分您还有其他的说明或建议吗？


Appendix A

Systems information

Contract InformationSupport Level P24Agreement #Start Date 2014.11.1Expiration Date 2015.12.31Array Location ShenzhenArray Street Address

Shahe TELECOM IDCEnvironmentDevelopment/Test/ Production PRODUCTIONSAN or direct connect SANArray ConfigurationSystem HandleModel XP24000Serial Number 18798# of CHIP boards 4 - 16FS Fibre 8ch-4mp# of ACP Pairs 2# of drives/capacity 48 x 400GB# of spare drives/capacity 4 x 400GBTotal raw capacity 19200GBUsable capacity 160.818359375 GBArray SoftwareAuto LUN XP NOAuto Path XP NOBusiness Copy XP YESCommand View XP YESContinuous Access XP (synchronous) YESLUN Configuration Manager XP YESPerformance Advisor XP YESRAID Manager XP YESOther NO


HP account teamName Title Telephone #/URL e-mail/URL

Ji Yalong Account Manager 18938685599 [email protected] Chen Zhichao District Manager 13510060301 [email protected] Zhao Xiaoshui MC Trained Hardware

Specialist13510821196 [email protected]

HP Corporate Website www.hp.com HP IT Resource Center www.itrc.hp.com HP Education Center www.education.hp.com HP Electronic Support Contracts Administrator

www.esca.hp.com

HP Software Depot www.software.hp.com

Customer teamName Title Telephone #/URL e-mail/URL

Chan Fofan Maersk site manager 00852-98602032 [email protected]

Customer responsibilities

Team communications

will identify a focal point and internal customer team to work collaboratively with the HP Team in the development, implementation, and ongoing review of the account support plan.

The focal point will also be responsible for coordinating the delivery of all services with the appropriate HP team member. This contact will be available to meet with the HP Team in person or via telephone on a regular basis.

When a critical call is logged, provide your SAID and the name and telephone number of a contact who can be the eyes, ears, and hands of the HP Specialist until resolution of the problem. This contact should be available and have access to the system experiencing the outage.

Communication of changes to the environment

will maintain a robust change management program that includes a communication path to the HP team for pending hardware, software, or network changes affecting your supported IT environment.

Provide HP with updated configuration information.

24 x 7 support of all support providers

will maintain appropriate levels of support with all external and internal vendors that have support responsibility for equipment that is critical to the computing environment supported by HP. This support may be provided by HP, third parties, or .

http://www.software.hp.com/

http://www.esca.hp.com/

http://www.education.hp.com/

http://www.itrc.hp.com/

http://www.hp.com/


Minimum training for authorized callers

will provide all authorized Response Center callers and system operators with the minimum training or skills defined, documented, and mutually agreed upon by and HP.

Remote support access

will provide a method for remote support access to all systems maintained in the systems environment. This method must be available during support coverage hours and will be mutually agreed upon by HP and .

Provide Internet mail access to facilitate easy written communication.

Provide the capability to upload files to our ftp site.

Defined escalation process

will establish an internal communication plan for critical problems to ensure rapid resolution and clear communication on a peer to peer basis between HP and .

Technical staff access

will provide HP’s technical staff access to the customer’s building facilities, as needed, during normal business hours as well as after hours, if necessary.

Notify HP of changes to authorized callers

will notify HP of changes to their authorized list of Response Center callers.

Installation of software patches

is responsible for reviewing patch documentation included with distributed patches and the installation of software patches.

Schedule regular maintenance periods for your systems to apply recommended software patches.

Data

is responsible for backup and recovery of all data and software.

will maintain a current back-up copy of the operating system and other applicable software programs and data.

Prerequisites

Keep in force all prerequisite agreements as identified in the Technical Data Sheet for the duration of the service agreement.

Maintain and provide to HP an accurate topology map of your network.

Call management processThis section provides with the call management process in order to access your Customer Support Team.


Call definition

Critical

All critical calls are routed directly to a Business Recovery Specialist (BRS). A problem is critical if it meets the following criteria:

Customer defines the call as critical The system, cluster or application is down or hung The situation significantly impacts business or production

Non-critical calls

Non-Critical calls are all calls that do not fall into the Critical category or are specified as non-critical by the customer. Non-critical calls are normally logged with the HP Response Center. Your Response Center Advocate (RCA) is notified daily of all calls logged with the HP Response Center.

Repeat calls

If this is a repeat call, you should:

State that the call is critical Provide your Case ID Ask to speak directly to the HP technical specialist assigned to the case

How to log a call

Please contact your local response center to obtain the exact process for call logging in your region.

Dial your HP Response Center using the phone number located on page ii of your Account Support Plan

An HP technical specialist will answer and register your service request. Please be prepared to provide:

Your Service Agreement Identifier (SAID) and the system/component serial number A brief problem description Your assessment of the severity of the call (critical or non critical)

When you log a call, you will receive a Case ID. Retain that number throughout the life of the service event for easy access to call history.

For critical issues, you will be connected directly to an HP technical specialist who will begin working the issue immediately and notify your local HP office.

For non-critical issues, we will attempt to connect you directly with an HP technical specialist. If no one is available, we will place your call into our return call queue for a call back.

Note: Please be aware that if a call has been attempted to you and you have not been available, HP’s commitment has been met. You want to make every effort to be available to receive the call.

Logging onsite-only calls

If you require onsite support or have an obvious hardware problem, the same logging procedure applies. When logging hardware calls, you will need to supply your serial number for the particular system experiencing the problem. We will diagnose the hardware issue, identify the field replaceable unit, and work with the local office to resolve the issue.


Support Case Manager

HP’s Support Case Manager enables you to submit support calls and to check the status of support calls and hardware part orders in one place, online. Support calls can be for hardware or software based on contracts you have linked to your SAID. For additional information visit the support call manager website at http://www1.itrc.hp.com/service/mcm/homepageRequest.do. You must be a registered ITRC user to access this site.

Automated notification

Remote support tools allow customer systems to automatically send securely encrypted service event notifications (detected system problems) to your HP Response Center. Diagnostic software monitors hardware status and generates notification events when predetermined conditions are detected. Notification events are received by agent software installed on the monitored system at the customer site and then forwarded to HP for review and possible support action. If action is required a call is automatically logged in our call handling system and appropriate action taken. This capability helps identify and prevent problems before they occur, increasing your system uptime.

Escalation process

Service problems that cannot be resolved during the standard problem resolution process invoke integrated, accelerated escalation procedures. Calls are automatically tracked and escalated by the call handling system. The system automatically monitors call activity and starts the required escalation procedures to ensure your response and repair commitments are met.

HP worldwide escalation process

Form escalation team

Develop action plan

Execute action plan

Post solution monitoring

Post incident review

No

Yes

Problem resolved?

A focused team of Escalation specialists joins the HP Customer Support Team currently working on the problem. The Technical Problem Manager takes the technical lead & if needed, the Customer Satisfaction Manager creates a communication plan.

The technical action plan is reviewed, revised, & contingencies are considered to meet the customer’s business need.

The Technical Problem Manager oversees the execution of the technical plan. The Customer Satisfaction Manager communicates the progress to management.

The completion criteria is determined & HP support confirms the problem has been resolved to the customer’s satisfaction.

The situation is reviewed to provide detailed improvement information to all parties involved in the escalation. The depth & form of the review is determined by the customer’s business need & timeframe.

http://www1.itrc.hp.com/service/mcm/homepageRequest.do


Customer specific escalation procedures

[Identify any specific customer escalation contacts, processes, or procedures that need to be followed for this customer.]

Elevations to engineering

If a product deficiency is discovered for which there are no current fixes or acceptable workarounds, your HP technical specialist will elevate the issue to the appropriate engineering group. Your BRS will work with engineering and you until the issue is resolved.

An engineering elevation can be done at anytime. Each engineering group will respond to the elevation during their normal business hours. System/application down situations will be worked by engineering after hours on a “best effort” basis.

Escalation Management

If at any time you are dissatisfied with how your service is being delivered, you are encouraged to contact your RCA, Account Manager, or mail to Yan yunyan([email protected]) and ask for the Manager on Duty.

mailto:[email protected]

Appendix B – Lun MapArray Detail Report

Display: All Values, Ports = 4, LUNs = 26, RGs = 6, Ldevs = 26, Space MB = 164,678

LDKC:CU:Ldev System Type

Serial Number

Emulation RAID Group

RAID Level

Drive Type Disk Size

Ldev Size

RAID Group Members Port Label

Port Number

Target LUN SSID VSC CMD Device

OCS LUSE

00:00:00 XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 10240R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 0004 Y N N










00:00:f8 XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 46R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 3A F 00fb 0004 Y N N

00:00:f8 XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 46R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 4A F 00fb 0004 Y N N

00:00:f9 XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 46R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 4A F 00fc 0004 Y N N

00:00:f9 XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 46R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 3A F 00fc 0004 Y N N

00:00:fa XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 46R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 4A F 00fd 0004 Y N N

00:00:fa XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 46R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 3A F 00fd 0004 Y N N

00:00:fb XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 3A F 00fe 0004 Y Y N

00:00:fb XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 4A F 00fe 0004 Y Y N

00:00:fc XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 4A F 00ff 0004 Y Y N

00:00:fc XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 3A F 00ff 0004 Y Y N

00:00:fd XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 1A F 00fd 0004 Y N N

00:00:fd XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 2A F 00fd 0004 Y N N

00:00:fe XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 2A F 00fe 0004 Y Y N

00:00:fe XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 1A F 00fe 0004 Y Y N

00:00:ff XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 2A F 00ff 0004 Y Y N

00:00:ff XP24000 18798 OPEN-V 1-1 5 DKS2E-J400FC 400 100R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700 1A F 00ff 0004 Y Y N

00:01:00 XP24000 18798 OPEN-V 1-2 5 DKS2E-J400FC 400 10240R0001;R0101;R0201;R0301;R0401;R0501;R0601;R0701 2A F 0000 0005 Y N N









00:01:05 XP24000 18798 OPEN-V * 5 1-2 5 DKS2E-J400FC 400 10240R0001;R0101;R0201;R0301;R0401;R0501;R0601;R0701 2A F 0001 0005 Y N Y

00:01:05 XP24000 18798 OPEN-V * 5 1-2 5 DKS2E-J400FC 400 10240R0001;R0101;R0201;R0301;R0401;R0501;R0601;R0701 1A F 0001 0005 Y N Y

00:01:fe XP24000 18798 OPEN-V 1-2 5 DKS2E-J400FC 400 100R0001;R0101;R0201;R0301;R0401;R0501;R0601;R0701 0005 Y N N

00:01:ff XP24000 18798 OPEN-V 1-3 5 DKS2E-J400FC 400 100R0002;R0102;R0202;R0302;R0402;R0502;R0602;R0702 3A F 0002 0005 Y N N

00:01:ff XP24000 18798 OPEN-V 1-3 5 DKS2E-J400FC 400 100R0002;R0102;R0202;R0302;R0402;R0502;R0602;R0702 4A F 0002 0005 Y N N

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