HPE IT Performance Services — Management of Critical Environment

HPE Lifecycle Services

The HPE IT Performance Services — Management of Critical Environment is best suited for Customers with business-critical applications and/or systems, which must deliver a consistent level of availability and operate at peak performance.


Provides access to performance consultants, who are experts in achieving superior IT performance and using established best practices and methods, who will collaborate with the Customer to proactively manage the performance of their critical environment to mitigate performance issues efficiently.


This service is developed, managed, and delivered by a dedicated advisory performance consultant, who is an expert in the areas of performance.


This service is the most comprehensive offering from the HPE IT Performance Services suite.

  • Service benefits

    Management of Critical Environment is a service that delivers:

    • A comprehensive performance plan tailored to the individual Customer needs.
    • Performance analysis sessions with a defined scope, based on the Customer requirements. Analysis sessions can cover part or the entirety of the Customers’ mission-critical IT environment, the whole IT stack (application, database, operating system [OS], virtualization, and storage), and systems where business-critical applications are performed.
    • An individual compilation and coordination of preventive services in a recommended cadence.
    • A combination of curative services on demand as needed.
    • A performance technical consultant trusted advisor assigned to the Customer, acting as a single point of contact along with a team of performance specialists, who covers performance aspects end to end. The Customer can reach out to this single point of contact for any performance-related issues.

  • Service feature highlights

    This service may include one or more of the following:

    • Dedicated advisory performance consultant
    • Statement of work (SOW)
    • Performance service plan
    • Performance reviews
    • Performance analysis report
    • Initiation and execution of performance services
    • Debriefing session

  • Specifications

    Table 1. Service features

Feature

Delivery specifications

Dedicated advisory performance consultant
  • A performance technical consultant is assigned to the Customer.
  • Direct contact is provided with the assigned performance technical consultant delivering advisories and consulting on performance topics.

SOW
  • A SOW is codesigned between Hewlett Packard Enterprise and Customer to scope and size the activities that are part of the performance plan. A dedicated time is budgeted for the performance technical consultant in the SOW.
  • The SOW is agreed upon by the Customer and serves as a baseline for performance plan activities during the period.

Performance service plan

The performance service plan is designed to cover Customer needs and the entire IT environment; it includes preventive, curative, and reporting services:

  • It is elaborated by the performance technical consultant — in close teamwork with the Customer.
  • It includes performance reporting and preventive and curative services.
  • It outlines corrective and preventive action plan to help prevent performance issues from occurring.
  • The plan is shared, reviewed, and updated as needed and on a regular basis.

Performance reviews

Annual performance reviews:

  • To explain and discuss the findings of the various performance analysis sessions, and to update or elaborate on the performance service plan for the upcoming year
  • To provide on-demand debriefing session over the phone or using a web-based video conferencing tool to explain the findings of a performance analysis report and the tailored recommendations that come along
  • To review the Customer objectives and recent changes in their environment and infrastructure and update the SOW; and to update the objectives/content of the performance plan accordingly

Performance analysis report
  • Every single service that is initiated through the service plan results in a written document with a list of recommendations to keep the systems at peak performance.
  • Performance technical consultant summarizes periodically the recommendations from the various performance reports and performance analysis that were conducted. They are presented in the annual on-site meeting through local resources.

Initiation and execution of performance services
  • Based on the SOW agreed upon with Customer, HPE IT Performance Services are initiated and executed according to the performance plan. Additional technical consultants, all specialists in the area of performance, are involved to accomplish these performance services.
  • Performance services or other HPE services that are beyond the content of the SOW can also be recommended and initiated to help guarantee the performance of the environment.
  • Depending on revised Customers’ needs, and in agreement with the HPE performance technical consultant, the performance plan can be updated as needed. Additional or other services may be included.

Debriefing session
  • Debriefing sessions via a web-based video conferencing tool, during HPE standard business hours, delivered in English, to explain the findings on the performance analysis reports and the recommendations.

  • Service limitations

    Any services not clearly specified are excluded from this service. This includes, but is not limited to the following:

    • This service is an advisory service and does not include any remediation of hardware-related problems.
    • Service is subject to delivery availability.
    • Performance reviews, reports, and documentations are delivered in English.
    • Services are mostly delivered remotely with yearly review meetings that may be delivered on-site.

  • Customer responsibilities

    The Customer will:

    • Provide HPE with full information required to perform the services of the HPE IT Performance Services suite
    • Provide remote access to Customer’s systems, if required
    • Provide a technical contact for the delivery of this service
    • Collect the performance metadata based on the tools and instructions that HPE has provided
    • Hand over the collected metadata to HPE in an agreed and secure way, for example, using the HPE Support Center portal with encrypted communication and a named account
    • Answer any additional performance- or system-related questions that show up during the delivery of the performance services

  • General provisions / other exclusions

    To the extent HPE processes personal data on the Customer’s behalf in the course of providing the services, the HPE Data Privacy and Security Agreement Schedule — HPE Support and Professional Services found at hpe.com/info/customer-privacy.html shall apply.


    HPE’s ability to deliver this service is dependent upon the Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of any information and data the Customer provides to HPE.

  • Supplementary performance services

    Management of Critical Environment service is an integral part of the HPE IT Performance Services suite, which is made of the following services:

    • Reporting: Provides a performance report on exactly one IT layer (application, database, OS, virtualization, storage). This service provides a baseline of the system, provides an automated rating, and outlines whether further in-depth analysis should be conducted.
    • Rapid Issue Identification: Provide a curative offering the Customer can leverage in case of performance issues, performance incidents, or performance escalations. An experienced performance technical consultant performs an assessment of the situation, elaborates a problem statement, and identifies the next activities to solve the issue.
    • Rapid Issue Advisory: Performs an in-depth performance analysis, performs the root cause analysis, confirms the detailed explanation for the performance issue, and provides recommendations for the Customer to resolve the situation following the Rapid Issue Identification. The two curative offerings, Rapid Issue Identification and Rapid Issue Advisory, are tailored to the Customer’s specific need.
    • Analysis: Includes one performance analysis for one of the involved IT layers (application, database, OS, virtualization, storage), which is suitable when Customer knows exactly what needs to be analyzed. It delivers a performance report with recommendations to maintain or improve performance.
    • Advisory: Includes a preliminary assessment session, to help the Customer determine which IT layers (application, database, OS, virtualization, storage) should be within the scope of an analysis, followed by a performance analysis where appropriate. It delivers a performance report with recommendations to maintain or improve performance.
    • Management of Critical Environment (this service): Provides a holistic and preventive offering, covering the entire mission-critical environment end to end, with an account performance consultant dedicated to Customer’s account supported with a tailored service plan along with performance analysis sessions, performance issue remediation, performance reports, and performance advises that fit the Customer needs and requirements.
    • Continuous IT Performance Improvement Service: Provides an offer with three levels (essential, advanced, and premium) that includes reporting, curative services, and preventive IT performance services on a regular basis.

  • Supplemental terms

    The following supplemental terms apply to these services and take precedence in the event of any conflict:

    • Upon receipt of an acceptable order, HPE will contact the Customer within seven (7) business days to organize a service delivery date. Service delivery dates are subject to resource availability and may be scheduled up to 30 days from the order acceptance date.
    • The Customer must schedule and receive delivery of these services within 180 days from order acceptance. HPE reserves the right to reprice for services not scheduled and delivered within 180 days. Backorders or shipment delays may affect the delivery timeline. Orders for services will expire after 365 days (one year) from the order acceptance date for services not scheduled and delivered, and the Customer will not be entitled to a refund for the unused services.

  • Ordering information

    HPE IT Performance Services — Management of Critical Environment:

    • HM2P1A1, HM2P1AE

    This service is available from the HPE Service Credits Menu as a custom offering.


    Contact HPE representative or channel representative for a specific quotation.

Learn more at

HPE.com/services/lifecycleservices

© Copyright 2023 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.

This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett Packard Enterprise

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