The NonStop eService Portal (NEP) - GTUG · • Consolidates several legacy portals including:...

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

TheNonStop eService Portal (NEP)Marcus Pullen, Account Support Manager

IT-Symposium 2014 / NonStop HotSpot 2014April 3rd, 2014

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2

HP NonStop Support Process

Customer

System Remote Notification

NonStop eServices Portal

Global Dispatch CenterProblem Management

System

NED Development

NonStop Escalations Group

HP/3rd Party Vendor Support

NonStop Duty Manager & Ops Managers

HP NonStop Knowledge Base HPSC

NonStop Field Engineers


HP NonStop eServices Portal

One-stop access to all eServices applications and tools

• Systems & Software

• Service & Support Contracts

• Software Cross Reference

• NonStop Technical Library

• HPSC NonStop Knowledge Base

• Total Web Support (TWS)

• Express Notice

• Scout for NonStop Servers


The current NonStop eService Portal

IE Restrictions

old HP Template


The new NonStop eService Portal

no browserRestrictions Google Chrome

Internet Explorer

Mozilla Firefox

new HP Template


Genesisproblem management tool

CPSA

HW PartsCost, Dept,Locations

Installed HWProducts

CABS

CustomerSystem Connection

Currency Exchange

Rates

SW Products

Customer interface to HP Applications

CABS - NonStop Customer Automated Billing SystemCPSA - Customer Process System ArchitectureTWS - Total Web Support = Customer interface into Genesis


eService Portal Applications (1/3)

Systems & Software System numbers and release levels for purchased software

• Provides a Software Products Relationship Query (SPRQ) to combine information from CPSA orders with CABS contracts and provides an Enterprise Customer report by system and contract

• shows all products licensed for a particular system number and compatible with the specified RVU

Service & Support Contractscurrent information for covered products

• Provides the current product list information for existing hardware and software contracts in addition to licensed software products.



Software Cross Reference• Software Cross Reference allows to search for software products by product description or cross-

reference software products between marketing and software product IDs.

HPSC – Search the NonStop Knowledgebase• HP Support Center (HPSC) provides a powerful search tool to access technical support repository

• requires a HP Passport

Total Web Support (TWS) - Submit and track support cases• Customer interface to Genesis

• Allows to submit problems and questions directly to the Global NonStop Solution Center (GNSC)



Express Notice - Customized delivery of support notifications.• automatic global delivery system proactively delivers support information

• A electronic tool required for all HP NonStop server support contract customers

NonStop Technical Library (NTL)• Customer publications archive for older NonStop OS RVUs

• Updates will continue here for Softdocs and SIDS in the SPR Reference Info library

• Updates will continue here for HotStuffs and Support Notes in the Support and Service Library

Scout for NonStop Servers• view, research and download Software Product Revisions (SPRs)

• order Site Update Tapes (SUTs) and Independent Product DVDs


eService Portal Registration Customers must first register at the NonStop eServices Portal website to use the tools and services.


eService Portal Registration

• Choose your own User-ID


eService Portal Registration

Please indicate if you would

like to access these NonStop

applications too


eService Portal LogonIf you have previously registered, you may go directly to the NonStop eService Portal website to logon, change your information, or look up a lost password.


eService Portal Home


System & Software Lookup system numbers along with identifying information such as System Type, Software Release Version update and Central Site System number (if applicable)


System & Software – Customer System Overview


System & Software – System Details


Service & SoftwareProvides the current product list information for existing hardware and software maintenance contracts in addition to the licensed software products.


Service & Software – Schedule Details


Schedule Description Schedule Description

AD – AD29 Hardware Maintenance Charges (BMMC) CLC – CLC1Monthly License Charges (Servernet Cluster)

ATHW Atalla Hardware Maintenance Charges (BMMC) CMS – CMS1Monthly SW Support Charge (Servernet Cluster)

ATH2-ATH4 Atalla Hardware Maintenance Charges (BMMC) DMR – DMR2 Defective Media Retention

ATLC Atalla Software License Charge s (MLC) ED Education Charges

ATOL Atalla Software License Charges (OLC) HLR – HLR9 Monthly SW Support Charge (HLR/INS)

ATOT Atalla One-Time Charge (OTC) HL10 – HL21 Monthly SW Support Charge (HLR/INS)

ATSW Atalla Software Maintenance Charges (MSC) HWEX HW Service Extension (No OHW Agreement)

ATS2 Atalla Software Maintenance Charges (MSC) INS – INS7 Installation Charges

CC – CC1 Hardware Maintenance Charges (BMMC-COOP) LEAS Monthly License Charges

Glossary – Schedule ID’s



MLC – MLC9 Monthly License Charges HWEX HW Service Extension (No OHW Agreement)

MSC – MSC9 Monthly SW Support Charges INS – INS7 Installation Charges

MS10 – MS11 Monthly SW Support Charges LEAS Monthly License Charges

NH – NH10 Neoview HW Maintenance Charges MLC – MLC9 Monthly License Charges

NS – NS10 Neoview SW Maintenance Charges MSC – MSC9 Monthly SW Support Charges

NTDM Non-Tandem Equipment Maintenance Chgs. MS10 – MS11 Monthly SW Support Charges

DMR – DMR2 Defective Media Retention NH – NH10 Neoview HW Maintenance Charges

HLR – HLR9 Monthly SW Support Charge (HLR/INS) NS – NS10 Neoview SW Maintenance Charges

HL10 – HL21 Monthly SW Support Charge (HLR/INS) NTDM Non-Tandem Equipment Maintenance Chgs.




OHW – OHW3 Obsolete HW Support Extension Charges RNT – RNT5 Rental Equipment

OLC – OLC9 One-time License Charges RSHW Return to Support Fee - Hardware

ONS Hardware Maintenance On-site Spares RSSW Return to Support Fee - Software

OTC – OTC9 One-time Charge (Software) SD – SD3 Startup and Deployment Services

P&D – P&D5 Hardware Maintenance Charges SE – SE2 Site Services Expenses

PP – PP24 Spare Parts Purchase Charges SS - SS2 Site Services Charges

PS – PS25 Professional Services Charges TM – TM5 Time and Materials

RM – RM3 Required Module (Proactive Services) VTI - VTI2 Virtual Tape Install

RNT – RNT5 Rental Equipment WARR Warranty Upgrade Charges



Service & Software – entitlements and products


Service & Software – entitlements and products


Software Cross ReferenceSearch for software products by product description or cross-reference software products between marketing and software product IDs


Software Cross Reference


Software Cross Reference


NonStop Technical Library • current Manuals are available on http://hp.com/go/nonstop-docs

• HotStuffs, Support Notes and older Release Documentation were never migrated


HotStuffs General HotStuffs

• contains critical information about a product

Outage Prevention Notice (OPN)

• describes a problem that potentially could cause an application outage and actions to take to prevent it

Support Notes General Support and Service related information

First Customer Shipment (FCS) notice Support Notes

• contains information of newly released RVUs, CLIM- and NSC Software …

Software Product Revisions (SPR) for Special Consideration Support Notes

HotStuffs and Support Notes


Express Notice• Automatic proactive global delivery system notifies pre-selected contact person via

their e-mail account address

• Delivers system support information for HP NonStop Servers platforms

• Extensive and flexible enrollment profiling capabilities

• Provides you with the ability to customize your own account information with your particular system management needs.

• Can be further tailored to a single system or to the entire computing environment

Examples:

• HotStuff notifications

• Release documents and notifications

• Software product revisions (SPRs)

• Support notes


• The HPSC is the go-forward, strategic support portal for HP commercial and enterprise products—built to be “best-in-class” in features and personalization

• Continued growth and improvements planned for the future

• Consolidates several legacy portals including: KBNS, IT Resource Center (ITRC) portal, Business Support Center (BSC) portal, and others

• Provides all up-to-date NonStop Technical Library

• Contains solutions compiled from the worldwide Global NonStop Solution Center

• Contains descriptions to problems and questions

• Provide a answers to your common questions and reported hardware and software problems

• Saves your time

HP Support Center (HPSC) search the NonStop Knowledgebase


Total Web Support • Allows to submit problems and questions directly to the Global NonStop Solution

Center (GNSC)


Total Web Support – New Case




Total Web Support




Total Web Support – Case Query


Total Web Support – Query Results


Total Web Support – Case Details


Scout for NonStop Servers• View, research and download SPRs

• Request site update tapes (SUTs) and Independent Product (IP)

• View HotStuff - and Support Notes messages

• View Software Product Revisions (SPRs) for special consideration

• View content of available Release Version Updates (RVUs)


Scout - Home


Scout - Independent Product Request






Scout for NonStop Servers


Scout – Product Versions


Scout – Product Version Information


Scout – Product Information


Scout – SPR Information


Scout – Detailed SPR info


Scout – Detailed SPR Information


Scout – Detailed SPR Information Summary


Scout - Detailed SPR Information Supersede Information


Scout - Detailed SPR Information Present in RVU


Scout - Detailed SPR Information VPROC Information


Scout – Search / Get SPRs


Scout – Search / Get SPRs


Thank you


Backup Slides 1

HP NonStop Release Definition


HP NonStop Release Model Definitions

For NonStop Platforms, we deliver our software in system bundles known as:

Release Version Updates (RVUs)

For Independent products, we deliver software in product level bundles known as:

Independent Product Version Updates (IPVUs)

These bundles contain products at the T-number level and updates to those products are referred to as:

Software Product Revisions (SPRs)

SPRs may also be delivered as an exception in between scheduled RVUs or IPVUs


Release Model Terminology

J06.17Release VersionRelease

SeriesRelease Version Update (RVU)

• Identifier is a letter.

• Identifier is incremented when a new release series is created.

• Introduces majorarchitectural changes.

• Refers to the entire collection of related Release Versions and Release Version Updates (RVUs).

• Identifier is a two-digit number that spans 01 to 99, incremented by one when a new Release Version is created.

• Identifier is set to 01 when a newRelease Series is created.

• Creation of new Release Versionbased on:

• Migration Issues.• Upper management decision.

• Consists of RVUs.

• Identifier is a two-digit number that spans 00 to 99, incremented by one when a new RVU is created.

• Identifier is set to 00 initially.• A collection of integration-tested software shipped on

a SUT (Site Update Tape).• The way NonStop Enterprise Devision maintains

Release Versions.• The standard vehicle for:

• New features.• Defect repair.

• The only way to ship:• Release Series.• Release Versions.


- Release Series• Integrity NonStop BladeSystem

using NonStop Multi-core Architecture (NSMA) Jnn(NB56000c, NB56000-cg)

• Integrity NonStop using NSMA Jnn(e.g. NS2300 , NS2400 )

• Integrity NonStop using NonStop Advanced

Architecture (NSAA) Hnn(NS16x00 and NS14x00)

• HP NonStop S-series products Gnn(NS16x00 and NS14x00)


Software Product Revision naming

nnnn = The number assigned to a software product to identify it during its life. In this case “9050” is the number associated with the NonStop Kernel.

T9050 G21

Vnn = A new Version of T9050 that introduces significant changes in the product’s functionality. A new version is always assigned when introducing changes that are NOT backward compatible. The initial instance of a new version is called aninitial product version update, and is identified only by its product number and version, with no revision suffix; e.g., just T9050 G21.

The term software product revision (SPR) means either an initial PVU (T9050 G21) or a successive PVU (T9050 G21 ADC). Both are SPRs.

ADCADC = a revision of the G21 version. Instances of a product version released after the initial PV update are called successive product version updates, and are identified by the product number, version, and revision; e.g., T9050 G21 ADC.

T = Used only for products whose files we deliver to customers in a DSV (Distribution SubVolume)


Backup Slides 2

Finding NonStop manualson the HPSC


NonStop manual aisle in the HPSC warehouse

hp.com/go/nonstop-docs

Why start here? When you could start here?

hp.com/go/hpsc


Don’t waste time wandering around the HPSC

NonStop documentation in a single click

• hp.com/go/nonstop-docs is now a landing page with a direct link to each of the NonStop documentation collections on the HPSC

• Bookmark this landing page link

• Consider bookmarking the direct links to the NonStop documentation collections you use most frequently

• IMPORTANT: The HPSC knows where you are. Links will only work correctly if your default country has English as the official language. After you click one if these links, if the country named at the lower left corner of your browser is not an English language country, you will not see any manuals.


Let’s say you woke up in Germany

If you are in another country


Changing your default language setting

1. Click the map icon in the lower left corner of any page on the HPSC

2. In the resulting larger map, switch to an English language country by hovering over a region and clicking the name of a country


Sorting the titles

Click the arrow on top of the Title column

Default sort order is most recently updated first


HPSC applies contextual searching (scoped searching)

Searching for manuals in a collection

Limit your search to a NonStop documentation collection 1. Go to any collection listed on hp.com/go/nonstop-docs

2. Enter the search term into the Search: HP Support Center field at the top of the product support page:

Notice that the upper field is already filled in with the collection name

3. Press Enter or click the magnifying glass icon to display the search results.

IMPORTANT: Only the top 100 search results are ever returned for any given search, so make your search string as specific as possible


Search results

Click the arrow on top of any column to change the sorting

The collection name is returned along with the results


The HPSC persistently remembers which collection you were searching

To reset the scope

• To change collections, edit the text in the upper field. In the previous example, it is easy to change the H to a J to search the HP Integrity NonStop J-Series collection

• Or you can copy one of these collection names below and paste it into the upper field:

– HP Integrity NonStop H-Series– HP Integrity NonStop J-Series– HP Integrity NonStop Release and Migration– HP Integrity NonStop Server Safety and Compliance– HP Integrity NonStop Service Information– HP Integrity NonStop Service Procedures– HP Integrity NonStop Softdocs– HP Integrity NonStop Troubleshooting Tips– HP NonStop G-Series

• Or you can close and reopen your browser and select a new collection.


Search all content with a keyword, then limit results to manuals

Searching ALL NonStop content

Use the NonStop keyword to conduct a search that is not limited to a specific collection:

1. Go to any page on the HPSC: hp.com/go/hpsc

2. Locate the search field at the top of the screen:

Note that the Product (optional) field is blank. If this field is NOT blank, restart your browser to clear any product context, then navigate back to hp.com/go/hpsc.

3. Enter the search keyword or string in the lower field along with the keyword NonStop:


Limiting search results to manuals onlyUse Advanced search to limit your search to manuals1. Click Advanced search at the top of the search results pane

2. Then deselect all content types except for Manuals, guides, and reference documents to limit your search to manuals


Maximize resultsDisplay up to 100 results per page and re-run search with new parameters1. Scroll down to the Results display area

2. Use the drop-down menu to select 100 Results per Page

3. Click the search button again to re-run the search with the new parameters


Other search optionsOther HPSC advanced search options

For the latest information on supported commands and operators, see the Search Help page. To display the Search help page:

1. Click Search HP Support Center under KNOWLEDGE BASE on the left

2. Then click Help under SEARCH HP SUPPORT CENTER section on the left of the resulting page.

Searching for NonStop Knowledge Base contentSee Support Note S11049A for information on searching for KBNS content on the HPSC

Unlike manuals, NonStop KBNS content requires credentials


Tips for Locating NonStop Documents on the HPSC

http://h20565.www2.hp.com/portal/site/hpsc/template.BINARYPORTLET/public/kb/docDisplay/resource.process/?spf_p.tpst=kbDocDisplay_ws_BI&spf_p.rid_kbDocDisplay=docDisplayResURL&javax.portlet.begCacheTok=com.vignette.cachetoken&spf_p.rst_kbDocDisplay=wsrp-resourceState%3DdocId%253Demr_na-c03848382-1%257CdocLocale%253Den_US&javax.portlet.endCacheTok=com.vignette.cachetoken

This tips document contains information that makes it much easier to locate NonStop documentation on the HPSC. This is the only official tips document. It will be updated as enhancements to the HPSC are made, and, in the mean time, with additional tips and workarounds.


Shortcuts to NonStop Documents on the HPSC

Top-level:http://www.hp.com/go/nonstop-docs

Fast links into RVU-specific manuals: Manuals for J-series: http://www.hp.com/go/nonstop-jdocs Manuals for H-series: http://www.hp.com/go/nonstop-hdocs Manuals for G-series: http://www.hp.com/go/nonstop-gdocs Release and Migration Manuals: http://www.hp.com/go/nonstop-releasedocs

Other shortcuts, with content in transition: Softdocs Pointer: http://www.hp.com/go/nonstop-softdocs Troubleshooting: http://www.hp.com/go/nonstop-troubleshooting Service Procedures: http://www.hp.com/go/nonstop-serviceprocedures Service Information: http://www.hp.com/go/nonstop-serviceinfo


Creating a NonStop Manuals DVD (ref: S12011)

We make a snapshot DVD of all the customer manuals at each FCS. See support note S12011 for specific details, but in-short:

http://www.hp.com/go/softwaredepot

select – HP NonStop

optionalthen select – HP NonStop Technical Library Instant Information DVD

click – Receive for Free

( )


Thank you

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