QuickSpecs
hp AlphaServer SC20
DA-10976 North America — Version 1 — May 24, 2002 19
Options
Step 10 – Hardware and Software Supplemental Support Services
Hardware and Software Support Services
• Installation is included in all AlphaServer SC20 system building blocks. Installation for add-on SC20 BBB systems after point of sale is priced
based on each additional DS20L.
• Hardware and software support can be purchased separately or as a packaged CarePaq Priority Service.
• Selection of a minimum level of hardware and software support is mandatory. The minimum separate software and hardware service levels
available are: Bronze Software Support and On-site 9x5 4 Hour Response Hardware Support. See the AlphaServer One Step Quoting Guide
for separate software and hardware Supplemental Service part numbers and pricing. The minimum CarePaq Priority Service available is
Priority Service, which is described below.
• For integrated hardware/software support, select the CarePaq Priority Service Package that best supports the customer’s operational
requirements for system availability.
• SC20 Compute Building Block CarePaqs are quoted based on DS20L nodes. Principal Server Service is required for the initial DS20L node and
Subsequent System Packages are required for each additional DS20L Node.
• The SC20 CarePaq Priority Service Packages are described below:
CarePaq Priority Services
CarePaq Priority Services are available for AlphaServer systems running Tru64 UNIX operating system. Priority Services are designed for the
growing number of customers who need support beyond the basic warranty. Five service packages are available for the AlphaServer SC20 systems
– Priority, Priority 24, Priority Silver, Priority Gold, and Priority Executive Gold with coverage for both Principal servers systems and SSPs
(Subsequent System Packages) - that meet a full range of customer support requirements.
Program Features - Principal Server
Priority
• 9 x 5 HW/SW support
• 4-hour response on-site hardware support
• 2-hour response for Bronze software support
• License Subscription for Compaq O/S software and embedded L/P (unlimited users and server extensions for Tru64 UNIX)
• Condist update distribution for Tru64 UNIX and layered products. (Layered products not on Condist can be ordered separately)
Priority 24
• 24 x 7 HW/SW support
• Named HW engineer
• 4-hour response on-site hardware support
• 2-hour response for Bronze software support
• License Subscription for Compaq O/S software and embedded L/P (unlimited users and server extensions for Tru64 UNIX)
• Condist update distribution for Tru64 UNIX and layered products. (Layered products not on Condist can be ordered separately)
Priority Silver
• 24 x 7 HW Support. Named Engineer, 4-hour response
• 24 x 7 Silver SW Support - Named Account Rep, 1-hour response Monday – Friday, 8AM-5PM local time; 2-hour response remaining hours
• License Subscription for Compaq O/S software and embedded L/P (unlimited users and server extensions for Tru64 UNIX)
• Condist update distribution for Tru64 UNIX and layered products. (Layered products not on Condist can be ordered separately)
• Technical newsletter and SW activity review
• Proactive Patch Notification
• One (1) System Healthcheck per year
Priority Gold
• 24 x 7 HW support with Named Engineer, 4-hour response for on-site support
• 24 x 7 Gold SW support - Named Account Rep
• 30-minute callback (critical); 1-hour callback (non-critical)
• License Subscription for Compaq O/S software and embedded L/P (i.e. EIS for OpenVMS, unlimited users and server extensions for Tru64
UNIX)
• Condist update distribution for OpenVMS or Tru64 UNIX and their layered products. (Layered products not on Condist can be ordered
separately)
• Technical newsletter, SW activity review and 10 hrs Upgrade impact planning
• Proactive Revision Management
• Two (2) System Healthchecks per year
• Mandatory pre-qualification required
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