Customer environment profiling and validation

Frequency: Once, at contract start

Upon commencement of the HPE Complete Care Service Performance Optimization — HPC coverage as set forth in the mutually agreed SOW, Hewlett Packard Enterprise collaborates with the Customer to profile their HPC environment. It also gathers information on the covered hardware and software products within the supported HPC infrastructure. The environment profile is used to review these supported HPC products and enablement of the related HPE Complete Care Service Performance Optimization — HPC service features as described in the table.

HPE solution-level reactive support

This service feature provides quick access to the HPE HPC technical specialists when issues arise on the Customer’s covered HPC software and hardware products. Once a service call has been placed (by phone or electronically), the Customer receives remote assistance troubleshooting problems on the supported HPC infrastructure. The cases are routed to a team of HPC support specialists, who are specifically trained on HPC products and complex environments. For hardware-related incidents that cannot be resolved remotely, an on-site service request is scheduled on the Customer’s behalf, based on the underlying HPE hardware and software support coverage level.

HPC health check

Frequency: 2x per year

The HPC technical experts run a proactive health check, analyzing system logs, and data collected from remote checks twice annually during the SOW term. Conclusions and any recommendations based upon the information collected (such as installation of firmware or software updates) are consolidated in a report that is presented and discussed with the Customer. Any implementation of HPE recommendations is not included as part of these services but is available through purchase of HPC consulting services using HPE Support Credits or a separate SOW. The delivery frequency can be increased (for example, quarterly or monthly) as per Customer’s requirements if agreed in the SOW. For HPE to perform the HPC health check, the Customer must fulfill their obligations as identified in the “Customer responsibilities” section.

HPC performance assessment

Frequency: Once, at contract start

Experienced HPC performance consultants respond to performance relevant questions specific to the supported HPC infrastructure asked by the Customer’s IT personnel (with a maximum of two employees participating) during a two-hour session. As part of the assessment, HPE may point to available tools, procedures, and HPE best practices as possible resources intended to help the Customer more effectively manage the performance aspects of the supported HPC environment. A report is prepared and presented to the Customer summarizing the discussion and any HPE recommendations, which may include recommendations for additional HPC performance analysis (with any implementation of recommendations subject to additional charges as noted earlier).