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We do our best to create an environment where problems don't occur. But if they do, the objective is to fix it fast.

For database, SAP-basis and application problems, HP is committed to working with SAP to ensure your problem is resolved. You can call either HP or SAP to get the process started. HP and SAP have aligned support processes to allow the immediate exchange of information and seamless case handling, ensuring rapid problem resolution in SAP environments.

HP-SAP Response Center team

The Response Centers include a team of SAP-trained engineers. This team will be the primary contact for SAP remote services, and will monitor calls placed to the HP Response Center, working with SAP Active Global Support to diagnose and solve SAP-related problems.

The expert interoperability knowledge of HP enables fast problem isolation, particularly when a problem source cannot easily be identified and assigned. The HP Response Center has access to SAP's support organization 24 hours a day, 365 days a year, with identified contacts and escalation processes.

HP and SAP are committed to working together on SAP-related problems. Should a call need to be escalated to SAP Germany, HP also has SAP trained Response Center engineers at the SAP offices to ensure the collaboration process is end-to-end.

HP-SAP electronic incident exchange

SAP and HP have established an electronic, real-time connection to each other's call-tracking systems. This lets both companies automatically transfer calls and update each other's tracking systems as the calls develop. This seamless flow of information greatly accelerates problem recovery. 

SAP knowledge database access

Your HP-SAP Response Center team has access to the SAP knowledge database, with the same access rights as SAP support engineers. Direct access to the database allows HP to effectively troubleshoot problems by referencing information that may not have been released for public use.

Remote troubleshooting access

HP can access any SAP system in the world via the SAP/OSS infrastructure, VPN, or direct dial-up connection. This greatly speeds problem recovery by enabling a remote connection for troubleshooting and the ability to access system logs and configuration data. 

High-availability observatory

HP has developed the high-availability observatory (HAO) monitoring technology, which today is used with over 1,000 customers. Monitoring technology is important for accelerating time-to-recovery, because problems can be picked up as soon as they occur and time is not lost collecting critical configuration data for problem analysis. HAO collects hardware, software, and network configuration data and transfers the data to HP. Additionally, HAO continually polls your SAP environment looking for software-patch irregularities and automatically notifies HP of critical hardware failures so we can start working on the problem immediately. HAO can also provide a regular measurement of availability. 

HP customers avoided on average 20-30 percent of problems due to HAO preventative analysis.

HP business continuity services

HP offers a full spectrum of backup and recovery services to meet the value and recovery needs of each of your business processes. These services are differentiated primarily by the recovery time objective - the length of time between disaster declaration and when your users can reconnect to their important business applications. Nearly all the HP business continuity services feature highly trained and experienced recovery specialists who assist customers during both disaster rehearsals and actual disasters to help ensure a smooth recovery.

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Related Links

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