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Enterprise Mobility Suite - OnSite Services |
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Installation and Integration Services are based upon information gathered in the Customer Questionnaire completed after an opportunity is qualified by Business Development.
The HP Software Installation for Enterprise Mobility Suite (EMS) 4.0 provides planning and installation and configuration of the EMS software in the customer environment, application testing and customer acceptance.
When a Service Care Pack for Maintenance and Support is purchased by the customer, the Installation and Integration Services include coordination for a Production Readiness Assessment and Service Readiness Notification to the HP Customer Support organization.
This variable priced Integration engagement is based on the size and complexity of the customer’s IT environment.
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- Software Installation
- Software configuration for access on Customer network
- Test and Customer Acceptance
- Experienced installation staff can more quickly resolve issues reducing time to EMS readiness
- Experienced staff can readily spot incorrect test results leading to more accurate installation of EMS
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| Feature |
Delivery Specifications |
EMS Software Installation
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HP Service engineer will review the Customer Questionnaire to identify any installation pre-requisites which have not been properly completed. The HP Service engineer will notify the customer of required actions on their part to have the environment ready to accept the EMS software. HP’s Service engineer will install the EMS software at the time and place coordinated with the customer. HP will use the best installation practices and use commercially available means to resolve any EMS related issues arising during installation. Issues not related to the EMS software will be quickly raised with the client to reduce the time to complete the installation. The HP Service engineer will work with the customer to resolve issues in order to complete the installation.
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Configuration
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Settings which are configured during the installation process to meet the customer agreement for Installation or/and Integration. The details will be properly updated in documentation given to the customer at completion of the purchased service.
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Testing and Customer Acceptance
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An HP Service Engineer will conduct functional testing of the EMS software to ensure it has installed correctly and is ready for further integration. Issues identified during testing related to the EMS software will be resolved by the HP Service engineer. Once testing is completed test results will be documented and provided to the customer for acceptance. At acceptance the customer will be provided with the software documentation that accompanies the product.
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Bridge to HP Support
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Upon completion of Installation and Testing, HP Sustaining Engineering will be engaged to handoff the system and internal documentation necessary for sustaining support and engineering. The Customer will be introduced to the Support process and team.
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- Functional Review and Requirements Definition Documentation
- Project Planning and Associated Documentation
- System Architecture, Design and Documentation
- Integration and Documentation
- Customer Acceptance Testing
- Training Session
- Bridge to HP Support Services
- Detailed project plan
- Identification and preparation of critical business systems
- Matching of service skill sets to project needs
- Documentation package enabling readiness to maintain EMS and associated environments
- Training so as to transfer knowledge facilitating rapid readiness for operation.
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| Feature |
Delivery Specifications |
Functional Review and Requirements Definition Documentation
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HP will meet with you to kick off the project and be there to manage it to success.
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Project Planning
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Through creation and execution of a detailed project plan the Project Manager will coordinate and manage the project delivering a complete package of information for you to track against.
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Systems Architecture, Design and Documentation
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HP consultants will develop and maintain a detailed project plan systems architecture specific to your deployment using information gathered during project preparation, systems design and architecture phases, and through the project execution.
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Integration and Documentation
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HP will integrate EMS software into the environment defined during project definition. Integration points can include SMSC, Oracle, WebLogic, system management applications, or other approved applications. Documentation will be provided to the customer upon completion of the project.
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Customer Acceptance Testing
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Your Acceptance Test plan will reflect the scope of the integration effort. A completed test results document will be provided.
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Training
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HP resources will provide training to prepare your staff for maximizing the effectiveness of this new productivity tool.
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Bridge to HP Support
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Upon completion of Integration, and Testing, HP Support will be engaged to handoff for sustaining support and engineering. The Customer will be introduced to the Support process and team.
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The HP Service Delivery Model for Enterprise Mobility Service (EMS) provides the Customer EMS post-installation maintenance and support. This includes Issue Escalation, Restoral and Resolution activities, Software patches and minor updates, Electronic Notifications regarding EMS software updates and news, and access via www.hp.com to information and support regarding the EMS suite.
Service Features Highlights
- HP web portal with electronic support information and services
- 1-800-HPInvent Telephone Access
- EMS.support@hp.com Email Support
- Single Point of access for Device and EMS Software Issue Resolution
- Expedited Issue Resolution via trained HP technical resources
- Customer Reporting Portal
- QoS Reporting: Review for Customer Satisfaction and Contract Metrics
- Software Updates based upon License Agreements
Service Benefits
- Access to technical resources
- Problem analysis and resolution
- Escalation management
- Software product and documentation updates
- Software features and operational support
- Problem isolation via Remote Access
- Software updates options
- Electronic Support Information and Services
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Delivery Specifications |
Access to Technical Resources
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Customers can access HP technical resources via telephone, or email for assistance in resolving software or operational issues.
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Problem Analysis and Resolution
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HP EMS provides support to resolve software product problems. Customers receive assistance in troubleshooting problems and solving configuration parameters.
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Escalation Management
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HP EMS support will track all EMS issues and follow to resolution of problems.
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Software product and documentation updates
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As HP releases updates to EMS software, the latest revisions of the software and reference manuals are made available to the Customer's system manager or designee.
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Software Features and Operational Support
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As commercially available HP provides the latest product features, known problems and available solutions, with operational advice and assistance.
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Problem isolation via Remote Access
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HP Support Engineers through Remote Access can work with you to isolate issues within your EMS system. Remote Access is targeted to reduce System downtime.
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Software Update Options
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As art of your service support contract with HP software updates are available for download at your convenience.
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Electronic Support Information and Services
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HP provides access to certain commercially available electronic and Web-based tools to registered users for software updates, user community forums, and an expanded Web-based search engine of technical support documents.
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