HPE Technology Services Support Credits - activity descriptions May, 2016.

HPE Technology Services Support Credits - activity descriptions May, 2016

Server and operating system – All 2

Operating System Patch Analysis 3 Provides Best for A review of the OS patching levels in your server environment Any critical servers and/or any servers running newer operating system releases −HPE reviews your existing OS patches and compares to HPE’s current versions, analyzes and makes recommendations applicable for the designated operating system and server. −For HPE-UX proprietary operating systems, HPE provides a customized bundle and report of the recommended patches for Customer installation. −For Tru64 UNIX proprietary operating systems, HPE provides a customized report of the recommended patches for Customer installation. −For Microsoft operating systems, HPE delivers a single written Microsoft Service Pack Briefing, which addresses the features of the latest Microsoft operating system and server application service pack. In addition, HPE provides six months of monthly notifications on Microsoft Security Releases and two, quarterly notifications on HPE-Microsoft Supported Products. −For the Linux operating system, HPE reviews Linux patch notification from Linux suppliers and provides recommendations of patches that are applicable to the customer’s environment based on Red Hat and SUSE Linux versions, for Customer installation. −Service is provided for one operating system installed on a single server or a single partition.

Operating System Patch Analysis – 10 additional Operating System instances 4 Provides Best for A review of the OS patching levels in your server environment for up to 10 additional operating system instances Any critical servers and/or any servers running newer operating system releases −This activity extends the deliverables provided in “Operating System Patch Analysis” for up to ten additional operating system instances during the same engagement −“Operating System Patch Analysis” is a prerequisite activity −This activity is available for all operating system types supported by the prerequisite service −This service may be used for any combination of operating system types as long as a prerequisite “Operating System Patch Analysis” service activity has been purchased for each OS/Version combination being serviced and as long as all are managed by the same system manager in the same location −Patch installation is not included in this service activity but is available for a separate fee

System Health Check (direct) 5 Provides Best for A broad assessment of the customer’s computing environment by identifying specific problems before they can impact the customer’s critical operations Customers who want to proactively identify any problems before they can impact their critical operations −HPE provides access to a software tool that collects and analyzes static and dynamic information including operational procedures, configuration information, and system performance characteristics, gathered from your designated system −A service report of the resultant analysis and recommendations based on HPE system management practices is provided by the use of automated online delivery. −The system health check assessment report identifies potential security, system performance, and availability problems. −The Customer will receive via email a single (one-time) System Health Check Assessment (SHCA) report. −Covers one HPE server. −Covers Windows, Red Hat Linux, Suse Linux, HPE-UX, OpenVMS and Tru64 operating systems

System Health Check (onsite) 6 Provides Best for A broad assessment of the customer’s computing environment by identifying specific problems before they can impact the customer’s critical operations Customers who want to proactively identify any problems before they can impact their critical operations with an onsite detailed review −HPE provides access to a software tool that collects and analyzes static and dynamic information including operational procedures, configuration information, and system performance characteristics, gathered from your designated system −A service report of the resultant analysis and recommendations based on HPE system management practices is provided by the use of automated online delivery including an executive summary prepared by an HPE consultant, plus a brief telephone consultation with HPE to review the highlights −Additionally,one day of onsite advisory consultation, including review of he findings and recommendations from the SHCA report −The system health check assessment report identifies potential security, system performance, and availability problems. −Covers one HPE server and the following operating systems, Windows, Red Hat Linux, Suse Linux, HPE-UX, OpenVMS and Tru64 operating systems

System Health Check (remote) 7 Provides Best for A broad assessment of the customer’s computing environment by identifying specific problems before they can impact the customer’s critical operations Customers who want to proactively identify any problems before they can impact their critical operations −HPE provides access to a software tool that collects and analyzes static and dynamic information including operational procedures, configuration information, and system performance characteristics, gathered from your designated system −A service report of the resultant analysis and recommendations based on HPE system management practices is provided by the use of automated online delivery including an executive summary prepared by an HPE consultant, plus a brief telephone consultation with HPE to review the highlights −The system health check assessment report identifies potential security, system performance, and availability problems. −Covers one HPE server and the following operating systems, Windows, Red Hat Linux, Suse Linux, HPE-UX, OpenVMS and Tru64 operating systems

Server and operating system – Blades 8

HPE Blade Technology and Toolset Assessment 9 Provides Best for An assessment of your use of BladeSystem technology tools, focusing on best practices for bladed servers, storage, OS, and HPE management tools Customers who want to ensure they are getting the most value from their use of HPE BladeSystem equipment and management software −The ASM conducts an onsite interview with the Customer’s IT staff, focusing on IT processes used with a specific HPE blade enclosure −The interview results establish a baseline for the Customer’s HPE blade operations. This baseline is compared to a set of HPE best practices to identify specific areas for availability, efficiency, cost reduction and configuration improvement −The results are also used to analyze the Customer’s usage of the HPE blade management software suite. The result is recommendations for further optimization of these management tools −All results are presented in a follow-up session −This service assesses the use of one BladeSystem enclosure and components, and related HPE management software. In advance the Customer provides an inventory of the enclosure and components, including hardware, software tools installed, and firmware versions.

HPE Blade Technology Bulletin 10 Provides Best for A summary of the current firmware and drivers for your specific BladeSystem equipment Customers who want easy access to information about the current versions of firmware and drivers for their BladeSystem environment −Semiannually your Account Support Manager will provide a Blade Technology Bulletin that has been tailored to your specific BladeSystem equipment. −The bulletin includes a comprehensive list of the current versions of firmware, drivers and management software. The bulletin also contains sections covering the latest Best Practices, Usage Recommendations, Tips and Tricks, Resources and Product Roadmaps. Links provide easy access to further on-line information. −The bulletin covers all BladeSystem equipment in your blade environment, which is defined as that bladed equipment managed by a single system manager, at a single physical site. −As a prerequisite you must supply HPE with an inventory of your bladed equipment.

HPE BladeSystem Firmware and Driver Update Process Review 11 Provides Best for A review of your BladeSystem firmware and driver update strategy, including best practices and related use of management tools Customers who want to develop an effective approach to firmware and driver maintenance −HPE conducts an on-site workshop to review your current approach to firmware maintenance, including your business needs, update processes and use of management tools. We discuss a framework which aligns business requirements with firmware maintenance practices. −Based on input from the workshop session, we develop a tailored firmware strategy, including best practices and appropriate use of update mechanisms and management tools such as HPE SIM, Version Control and HPE SUM. −We present the strategy and recommendations report and discuss how to fine tune these methods to your environment −The service focuses on one BladeSystem enclosure in your environment, however you may find the strategy and recommendations are applicable to other enclosures as well

HPE BladeSystem Health Check for first or additional enclosures (non-CloudSystem) 12 Provides Best for A holistic assessment of BladeSystem infrastructure and support practices to identify potential risks and provide recommendations for mitigation Customers who want to ensure their bladed environment is optimally maintained and aligns with recommended best practices −HPE works with you to acquire Onboard Administrator ‘show all’ data. HPE will analyze this data to determine firmware status and check for any configuration or log file anomalies. Only components represented within the OA ‘show all’ data are considered during this analysis. −HPE will facilitate a workshop enabling customers to compare and contrast their blade infrastructure and support practices against industry best practices. −The workshop uses approximately 100 statements grouped into 10 categories to demonstrate best practices and assess how closely the BladeSystem implementation meets defined business objectives. −HPE will provide a detailed report that summarizes technical analysis and workshop results. It includes a Health scorecard, firmware status, areas of strength & challenge, and recommendations to mitigate any identified risks. −This service covers HPE BladeSystem c-Class enclosure(s). Two versions are available: −One version is available for the first two (2) enclosure in your environment −Another version is available for one additional enclosure assessed during the same engagement at the same location.

Server and operating system – Business critical 13

HPE Cluster Consistency Service 14 Provides Best for Installation and configuration of an automated diagnostic tool that spots and documents inconsistencies between cluster nodes configurations Customers using clustered services and dependent on the high availability of its business processes and applications −Because configuration changes and inconsistent configurations between servers or nodes in a cluster can lead to problems during failover, this service increases cluster availability and stability by monitoring clusters, then identifying and alerting to cluster and node configuration inconsistencies BEFORE they lead to unplanned application downtime −Reduces planned downtime for cluster administration and switchover testing, enabling more efficient management, while reducing the risk of instability due to changes in cluster or node configuration −Available for one 2-3 node cluster – and further as an additional service sold for each additional node −Includes the HPE Change Alert service to track configurations and hardware resources and changes of nodes across time, helping to minimize change-related system failures on the node −Tools are configured on a cluster, resources profiled and node consistency checked, and then set up for customized automated monitoring of thousands of data points for configuration differences, triggering alarms when changes or inconsistencies occur

Storage – Data Privacy 15

Data Sanitization for Server 16 Provides Best for Secure data erasure of disk drives used in x86 based servers Customers who want to protect the sensitive data in their environment from exposure when server assets are being retired or repurposed −Prevents unintended disclosure of regulated, private, or confidential data when servers are refreshed, repurposed, retired, resold, or recycled. May be used as an alternative or prior to physical hardware destruction. −Uses industry-certified data erasure methods to securely remove the data. Compliant with the world’s top regulations including U.S. DoD and NIST 800-88. −Provides a report containing the disk drive model and serial number, level of sanitization performed, and pass/fail status of the disk media to help meet compliance and audit requirements. −Tier 1 Performs erasures of a maximum of 256 hard disk drives embedded in or direct ‑ attached to up to 25 HPE or multi-vendor x86 servers with up to 48 direct attached hard disk drives per server. −Tier 2 Performs erasures of a maximum of 768 hard disk drives embedded in or direct ‑ attached to up to 75 HPE or multi-vendor x86 servers with up to 48 direct attached hard disk drives per server. −Disks must be operational and connected to functioning x86 servers.

Data Sanitization for Storage 17 Provides Best for Secure data erasure of disk drives used in storage arrays Customers who want to protect the sensitive data in their environment from exposure when storage assets are being retired or repurposed −Prevents unintended disclosure of regulated, private, or confidential data when storage arrays are refreshed, repurposed, retired, resold, or recycled. May be used as an alternative or prior to physical hardware destruction. −Uses industry-certified data erasure methods to remove the data. Compliant with the world’s top regulations, including U.S. DoD and NIST 800-88. −Provides a report containing the disk drive model and serial number, level of sanitization performed, and pass/fail status of the disk media to help meet compliance and audit requirements. −Tier 1 performs erasures of a maximum of 220 hard disk drives contained in one or more selected storage arrays in a single erasure process. −Tier 2 performs erasures of a maximum of 660 hard disk drives contained in one or more selected storage arrays in up to three erasure processes. −Disks must be functional, but they do not need to be connected to a server.

Storage – Disk Backup 18

StoreOnce Backup System Health Check 19 Provides Best for A proactive health check of up to two StoreOnce Backup Systems Customers who want to improve the operational effectiveness of their HPE StoreOnce Backup Systems −HPE gathers information from the customer on how the StoreOnce Backup Systems are used in their environment. −HPE uses tools to collect operational, configuration, performance, and capacity data associated with one or two StoreOnce Backup Systems. −HPE analyzes the information collected and compares it to HPE StoreOnce technology usage and configuration best practices. −HPE prepares a report with findings and recommendations. −A briefing session is conducted with the Customer to review the report highlighting findings and recommendations for improving the effective use of the StoreOnce Backup Systems. −Requires that the Customer is running StoreOnce D2D software 3.3.1 or later and Replication Manager 2.1 or later.

Storage – 3PAR 20

3PAR Adaptive Optimization Policy Implementation 21 Provides Best for Analysis, recommendations, and implementation of AO policies using data collected over time for one 3PAR storage system Customers who want to optimize the utilization of their 3PAR Storage System by providing the right quality of service to the right data at the right time −As a prerequisite, the customer installs Adaptive Optimization and System Reporter software on the 3PAR system and allows the system to operate under normal workloads for a few days or weeks −HPE does an onsite review of the information collected by System Reporter and uses this to recommend up to three AO policies −With customer’s approval of the recommendations, HPE implements up to three AO policies −Scope limited to a single onsite visit (may be multiple remote follow-ups) and implementation of up to three policies on one 3PAR system during a single service engagement spanning up to one month −Customer must have 3PAR System Reporter and Adaptive Optimization properly licensed and operational −Customer must provide a supported database (MS SQL, MySQL, or Oracle) −Customers may wish to repeat this service to update AO policies after 3PAR upgrades or as their production environment changes

3PAR Health Check 22 Provides Best for An assessment of the overall health and supportability of one 3PAR Storage System Customers who want to improve the operational effectiveness and supportability of their HPE 3PAR Storage System −HPE uses tools to collect operational, configuration, and performance data associated with the HPE 3PAR system. −HPE analyzes the information collected and compares it to 3PAR usage and configuration best practices. −HPE prepares a report with findings and recommendations. −A briefing session is conducted with the Customer to review the report highlighting findings and recommendations for improving the availability and effective use of the 3PAR system. −Covers one 3PAR Storage System −Requires that the Customer runs the 3PAR Service Tools on the 3PAR system and enables periodic transfer of configuration and performance data to HPE.

3PAR Rebalance Service 23 Provides Best for Provides analysis, planning, and implementation to balance IO across one 3PAR Storage System Customers who want to improve the performance and capacity utilization of their 3PAR system by redistributing the data −HPE analyzes the 3PAR system and scopes the effort required to rebalance the data across 3PAR nodes and disks. HPE advises the customer on the total number of credits needed to complete the work. −After obtaining customer approval to proceed, HPE develops a detailed implementation plan −HPE performs any needed hardware moves and if required then uses 3PAR software to move data, per the plan −HPE reviews the changes made with the customer and ensures the system is operating properly −Customer must have 3PAR Service Tools installed and operational −Any upgrade products required to balance the array’s hardware configuration must be ordered separately and installed prior to delivery of this service. Customer’s 3PAR array must be under warranty or support. −Multiple quantities of this service activity will be required per engagement. Covers one 3PAR Storage System.

HPE 3PAR Performance and Capacity Trending Service 24 Provides Best for Periodic reports that show key performance and capacity metrics over time plus recommendations on how to improve your storage array usage. HPE 3PAR customers who want help preventing problems by anticipating performance blockages or capacity shortages—and resolving them before their business is impacted. −Periodic reports on performance and capacity usage with recommendations for improvement for one disk array −Briefings on findings with your team −Three reports yearly with customized delivery for your business −The information included in the periodic reports covers: −Specific performance and capacity metrics on the monitored HPE 3PAR StoreServ arrays −Analysis and documented findings −Recommendations on how to best mitigate any identified issues

HPE 3PAR Performance and Capacity Trending Additional Report Service 25 Provides Best for An additional report delivered after the base service has been completed, showing key performance and capacity metrics over time plus recommendations on how to improve your storage array usage. HPE 3PAR customers who want help preventing problems by anticipating performance blockages or capacity shortages—and resolving them before their business is impacted. −This service is delivered after the base service has been completed −Meet with the customer to schedule the delivery of the report −Pull the reports from the base service and any prior reports from the HPE document archive −Collect data for the desired time period −Analyze the data and create the additional report, including comparisons with data from the prior reports −Present the report to the customer with any findings and recommendations −Archive the report for potential use if the customer purchases more Additional Report Services

Storage – 3PAR, XP/P9000 26

HPE Storage Thin Volume Conversion Service 27 Provides Best for Analysis, recommendations, and conversion of standard to thin provisioned volumes for HPE 3PAR StoreServ or XP/P9000 storage arrays Customers who want to improve the capacity utilization of their HPE 3PAR or XP/P9000 storage −HPE meets with customer to determine which volumes would be most suitable for conversion to thin provisioning. HPE provides an evaluation of the potential disk capacity savings. −HPE plans and coordinates the thin conversion tasks. After receiving the customer’s approval to proceed, HPE executes the thin conversion processing. −HPE verifies that all volumes were converted successfully and are fully operational. −A briefing session is conducted with the customer to review the work that was done and to demonstrate the basic processes which the customer can follow to maintain the thin provisioning and how to convert additional volumes, if the customer wants to do that in the future. −This services converts up to 16 volumes within a single HPE 3PAR StoreServ or XP/P9000 array, excluding LUSE volumes. Extensions can be used for additional volumes. −The customer must have properly licensed, installed, and operational Thin Provisioning Software.

Storage – XP/P9000 28

HPE XP/P9OOO Preventative Maintenance Service 29 Provides Best for Provides the recommended annual preventative maintenance for one XP or P9000 storage array Customers who want to ensure that their storage array is optimally maintained −A certified HPE support engineer performs the following onsite preventative maintenance activities on the XP/P9000 array: −Clean air filters −Check battery −Replace battery on a scheduled maintenance cycle −Covers one XP or P9000 Disk Array −HPE recommends annual preventative maintenance on XP/P9000 arrays −The array must be covered under an HPE hardware support agreement or higher support level

Storage – 3PAR, EVA, XP/P9000 30

Performance Analysis for HPE Disk Arrays 31 Provides Best for Data collection, detailed I/O analysis, and enhancement recommendations for your HPE 3PAR, EVA, or P9000/XP storage array Improving performance of an HPE disk array, establishing a baseline reference for future performance analysis and change management, and assisting in system capacity planning −This service provides data collection and analysis of performance data collected for one storage array. −HPE collects performance data for a single 24-hour period of real-time normal or peak loads and obtains a snapshot of the configuration and capacity. −HPE analyzes the data and creates a report showing any bottlenecks, insights into why this may be happening using documented best practices and comparison to maximum calculated throughput and bandwidth for this configuration, and points out areas for improvement. −A briefing session is conducted to review the performance report highlighting findings and recommendations for improving array performance. Implementation of the recommendations is not included. −For 3PAR, the customer must allow HPE to access the 3PAR Service Processor to collect the performance data. For EVA, the customer must have installed Command View and ensure that Command View EVAPerf is available with access to the disk array. For P9000/XP, the data collection software must be installed and collecting data from the array.

HPE Storage Virtual Volume Design and Implementation Service 32 Provides Best for The necessary activities required to design and implement a reconfiguration of the virtual volume layout for one storage array Customers who are redeploying an HPE 3PAR StoreServ array, XP/P9500, or EVA disk array −HPE certified service specialist will: −Engage in a discovery process designed to assist HPE in understanding your organization's business −Plan, design, and employ a customized storage array configuration −Perform a suite of installation verification tests −Provide a two-hour onsite orientation on the reconfigured HPE storage array. −Covers one HPE 3PAR StoreServ storage array, one HPE XP or P9500 array, or one EVA array.

Storage – EVA 33

EVA Health Check 34 Provides Best for A scorecard assessment comparing the configuration of one entry level EVA against best practices for availability, supportability, and performance Customers who want to maximize the operating potential of their EVA and minimize the impact of known problems −HPE uses data collection tools at your site to collect a 25-element configuration analysis of your Enterprise Virtual Array. −After off-site analysis, HPE presents a “traffic light” report highlighting where the EVA configuration does not conform to best practices for operating efficiency, performance, or security. An Executive Summary prioritizes HPE’s recommendations to help you focus attention on the most critical problem areas, such as configuration issues, possible performance issues, security improvements, and environmental conditions. The report also provides the best practices for all 25 elements that were analyzed. −The service covers one Enterprise Virtual Array −Available for customers with Remote Data Collection enabled as part of Service Essentials Remote Support Pack, Insight Remote Support, or Instant Support Enterprise Edition (ISEE).

Storage – EVA, P2000 (MSA), StoreVirtual (P4000/LeftHand) 35

Storage High Availability Technical Evaluation 36 Provides Best for A brief assessment of one StorageWorks system with a focus on the availability of the system within its immediate physical environment Customers who want to improve the availability of their StorageWorks system −HPE conducts an on-site review of one StorageWorks system. This includes a review of the: −System configuration, to verify adherence to best practice limits −System usage information, including firmware version and capacity utilization −After off-site analysis, HPE presents a report of any findings and recommendations to improve the availability of the storage system −The service covers one StorageWorks system, including one HPE 3PAR StoreServ system, XP, EVA, MSA, StoreOnce system, StoreVirtual cluster of up to 10 nodes, or one StoreAll system.

Storage High Availability Technical Assessment 37 Provides Best for An assessment of one StorageWorks system with a focus on the availability and supportability of the system within a SAN Customers who want to improve the availability and supportability of their StorageWorks system within the SAN −HPE conducts an on-site review of one StorageWorks array or system. This includes a review of the physical environment, the system’s documentation and configuration, and how the system is used within the IT environment. −HPE includes in the review: −System configuration, to verify adherence to best practice limits −System usage information, including firmware version and capacity utilization −After off-site analysis, HPE presents a report of any findings and recommendations to improve the availability and supportability of the array −The service covers one StorageWorks system, including one HPE 3PAR StoreServ system, XP, EVA, MSA, StoreOnce system, StoreVirtual cluster of up to 10 nodes, or one StoreAll system.

Storage – StoreVirtual (P4000) 38

StoreVirtual Performance and Capacity Assessment 39 Provides Best for Data collection, detailed I/O analysis, and enhancement recommendations for your HPE StoreVirtual or P4000 storage solution Improving StoreVirtual or P4000 performance, stability, and availability, establishing a baseline reference for future performance analysis and change management and assisting in system capacity planning −This service provides data collection and analysis of an HPE StoreVirtual or P4000 cluster, volumes, and storage modules using performance data gathered with the StoreVirtual Performance Monitor. −An assessment will be done comparing the performance to a benchmark or to best practices. −A capacity assessment is done for the cluster. −Configuration parameters of the IP SAN is evaluated for use of best practices. −A report is generated providing a graphical representation of detailed performance data. −A briefing session is conducted to review the report, highlighting findings and recommendations for improving performance of the P4000 cluster. −This service cover one StoreVirtual or P4000 cluster of up to 10 nodes. Implementation of recommendations is not included.

Storage – NAS (StoreAll) 40

StoreAll Storage Technical and Operational Assistance 41 Provides Best for Assistance with storage administration, planned configuration changes, and management best practices Customers who want HPE’s expertise to help maximize the value of their StoreAll Storage to their business by making optimal use of the product’s capabilities −HPE interviews the Customers to identify the role of the StoreAll Storage in the business, how it has been implemented, and any specific Customer needs or goals −HPE will identify opportunities to leverage product capabilities for maximum benefit and any technical or operational gaps. −HPE and the Customer collaborate on a plan to leverage product capabilities or close gaps. −HPE works with the customer to execute the agreed-upon plan, providing the needed technical and operational assistance. −The scope is variable but may include creating and managing mount points and file systems; managing clusters; configuring for high availability; setting up snapshots, file clones, or remote replication; using data tiering to align the business value of the data with storage costs; adding workloads, protocols, or connecting to other storage products; and planning upgrades to improve performance or grow capacity. −Additional quantities of this activity will typically be needed depending on the scope of the work to be done.

Storage – SAN 42

SAN Supportability Assessment 43 Provides Best for An assessment of your SAN’s configuration, availability, and supportability Customers who want to ensure high availability and supportability of their SAN −HPE uses data collection tools at your site to develop a detailed profile of your SAN environment. −After off-site analysis, HPE documents your SAN’s topology and configuration, highlighting any compatibility concerns for the arrays, SAN switches, HBAs, and host operating systems. −HPE conducts an onsite interview with your staff to assess the SAN’s support preparedness, including problem and escalation management processes, third party support agreements, and remote monitoring capability. A high availability analysis of the SAN is done. A detailed report is presented to your staff with recommendations to improve the supportability and availability of the SAN. −The service covers the SAN infrastructure connected to up to 30 servers or server blades. The servers and operating systems must be supported by the HPE Configuration Collector (HPCC) tool. −Requires use of HPCC or the Remote Support Configuration Collector in HPSIM/RSP (Remote Support Pack).

Software – Linux 44

Performance Analysis for LINUX Systems 45 Provides Best for Support for the business by gathering detailed OS performance statistics and kernel configuration details using Open Source tools Customers who want help with optimizing the performance and load distribution of their systems and make better decisions about system enhancements −Provides a detailed view of the three key components of your system: CPU, (virtual) Memory and the IO-Stack. −Installation and configuration instructions for mandatory tools. −An extractor tool (shell script) to help extract statistics and preparing data for upload to the delivery engineer. −Detailed remote analysis of all collected data (Processor, Memory, Disk) −A written report including graphical evaluation of collected data, analysis of current situation and recommendations (action plan). −A final explanation of findings (remote e.g. on phone). −The result of this analysis is a report that delivers detailed information about the system workload in the analyzed timeframe. The documented key performance metrics describe all involved layers of the operating system and the hardware.

Software – Microsoft 46

HPE Microsoft Performance Consulting Service (basic package) 47 Provides Best for For Microsoft Windows Server OS and SQL-Server, analysis of important key performance metrics of a business critical Windows application server with the business application running on it Customers with business critical Windows application server needing reliable data on its performance as a basis for improvement −Performance analysis for Microsoft Windows Server Operating System in combination with MS SQL-Server −Important key performance indicators are collected and analyzed to document the actual workload of the business critical application. −The performance analysis determines root causes of performance issues of the Microsoft business application. The report provided includes detailed solutions and recommendations to help ensure the business functionality. −Performance analysis for Microsoft Windows Server Operating System in combination with MS SQL-Server (basic package, comprising out of one MS SQL Server + 1- 3 MS Windows Server) −One-time remote delivery; a report with data summary and recommendations is provided. −With further credits, extension of the basic package is possible.

Software – SAP 48

SAP Performance & Capacity Management GUIDED Advice 49 Provides Best for Assistance of a SAP Service engineer to choose services which meets exactly your requirements Customers who need guidance to select the appropriate service −A technical Consultant of the SAP & Performance Team will call the customer to hear about his requirements. If necessary he will log on to the system to double-check the situation. −Based on this information he will propose the appropriate Services to the customer. −10 credits to discuss the requirements and to analyze the SAP environment. −20 credits to choose Services from the SAP & Performance Team Brochure

HPE Coordinated Patch Management for SAP Systems 50 Provides Best for Patch recommendation for the Operating System to contribute to optimal functioning of SAP components running on HPE hardware with HPE-UX/Linux/Microsoft OS Customers running SAP components on HPE hardware with HPE-UX/Linux/Microsoft OS −Operating system patch assistance is extended to include coordination analysis with SAP, taking into account customer specific combinations of OS, database and SAP components. −Patch recommendations are based on known issues and best practices −Delivered once, remotely, through the Account Support Manager

HPE Capacity and performance review for SAP Solutions powered by SAP HANA 51 Provides Best for An analysis of the key capacity and performance metrics for SAP solutions powered by SAP HANA over a defined period of time Customers with SAP solutions powered by SAP HANA wanting an analysis of current operation and future capacity for improved operation and planning −Detects potential issues or resource shortages in your SAP solutions powered by SAP HANA −Documents and analyzes key figures separately for the operating system, the HANA DB, and the SAP application −Provides a single report including a summary of the findings, comments and recommendations addressing identified issues −Assists with planning for future capacity demands and will alert to potential system issues −Helps ensure availability and smooth operations of the SAP solutions powered by SAP HANA

HPE Performance consulting: Operating System (Windows, HPE-UX, Linux) (basic package) 52 Provides Best for An application-independent remote consulting service to provide data to support decisions on system extensions and application optimization Customers needing longer term and detailed operating system data as a basis for application optimization and system extensions −Report covers all important OS metrics, such as CPU, Memory, I/O −Supports decisions on system extensions and application optimization or further investigations −Helps maintain performance and agility −An OS-dependent tool gathers key performance metrics over a defined period of time on different information levels, for example, global CPU utilization to disk device activities. −Gathered data is sent to an expert for analysis; the resulting report graphically presents key metrics, documents important findings −The report shows resource utilization and load distribution

HPE Application performance standard meter service 53 Provides Best for Web service providing accurate measurement and automatic analysis of resource consumption measured in SAP Application Performance Standard (SAPS) for any SAP application system including SAP HANA Customers who want to accurately measure performance in highly dynamic virtualized, consolidated, and cloud- based environments including private, public, and converged cloud environments −Web service remotely generates service reports, condensing technical server measurements into relevant key performance indicators (KPIs) for application systems, revealing trends −Collects consumption KPI‘s across major server and O/S platforms −Normalizes the results to allow transaction oriented and hardware independent application metrics −Allows accurate billing and tracking of application resource usage and improved visibility of IT services cost structure, with metrics gathered through HPE as trusted external source −Reduces costs for monitoring, allocation and accounting −Provides accurate data for ITIL/ITSM processes, such as Service Level Management and Financial Management, and for IT infrastructure investment planning −Service covers 4 application instances for one year −For deeper interpretation of data, such as for managing application stacking: PS custom service “Technical Consulting” is available

SAP Performance & capacity management technical services 54 Provides Best for A free choice out of SAP related technical Services Customers who want to make their own choice on a wide selection of SAP Services −TAMS (Trend Analysis Measurement Service) (10 credits per SID and per Stack) −Individual Performance Consulting (10 credits per SID) −Individual Capacity Analysis (10 credits per one day remote session) −Insight RS/SAP Solution Manager integration ( 5 credits per 4 hours of support) −SAP BWA Health Check analyzes the current BW Accelerator appliance. (20 credits per SID) −For further Services contact HP´s SAP & Performance Team to get the latest team brochure with all available Services

HPE Trend Analysis Measurement service for SAP environments 55 Provides Best for Trend Analysis Measurement for common SAP Components and for ABAP or JAVA Customers who want to analyze Trends of a well selected set of Performance indicators −Provides analysis of capacity and performance key figures on SAP, DB, and OS level, and presents an evaluation of findings and recommendations in a written report. −Supported SAP Components are: −SAP ERP −SAP BW −SAP SCM-Live Cache −Applicable for the ABAP / or the JAVA Stack (EP, XI, CE, BO …) −The content of the report depends on the respective SAP component or Stack. −10 credits are good for one Component of any type and one single stack.

SAP Solution Manager – HANA integration 56 Provides Best for Hands-on work to connect the customers HANA system to the SAP Solution Manager, and to enable Technical Monitoring for HANA Customers running a HANA DB and willing to perform Technical Monitoring using SAP Solution Manager as a central tool −Connects the HANA DB and the HANA Application to the SAP Solution Manager as a central IT management tool −Accurate and optimal HANA system information in the central tool as prerequisite for maintenance and operation −SAP EarlyWatch Alert (EWA) Reports for the HANA systems are setup and scheduled. −Technical Monitoring of the HANA DB and the HANA Application to monitor the HANA status and availability, and to detect abnormal situations and downtimes −All hands-on steps – either assisting the customer, or done directly by HPE – to establish the connection and to setup the technical monitoring and the EWAs

SAP Solution Manager health check 57 Provides Best for Validate your SAP Solution Manager installation to safeguard upcoming investments in order to mitigate rework Detailed overview of the current system state, identifies gaps and actions. Support ongoing operation. All HPE / SAP customers running an SAP Solution Manager system. Optimal for customers who are planning new Solution Manager projects. −Experienced HPE consultants will execute multi-dimensional checks inside the SAP Solution Manager −All relevant aspects of the SAP Solution Manager are evaluated, assessed, prioritized, documented. The results are provided to the customer in a written form −Provides a solid and independent baseline and action list to bring the system to an optimal state −Helps moving the solution manager to the correct state prior to further solution manager projects −Gives you important information during the application lifecycle to keep your solution manager in a healthy state during operation −On demand presentation of the results in a virtual remote session

Environment – Cloud 58

CloudSystem Matrix Expansion Kit Integration Service 59 Provides Best for Deployment and configuration of up to four BladeSystem Matrix Expansion Kits into an existing CloudSystem Matrix environment Customers who are planning to expand their CloudSystem Matrix environment and want the added confidence and convenience of HPE’s professional service −As the IT demands of your business grow, you can expand your CloudSystem Matrix solution seamlessly by adding fully integrated Expansion Kits. HPE provides this Integration Service to quickly and effectively handle the process for you. The service provides the following: −We review your existing CloudSystem Matrix installation and environment. −We install and configure a single CloudSystem Matrix Expansion Kit, configuring all components and system software. −We review with you the completed work, and demonstrate any changes in the usage or functionality

HPE CloudSystem Expert Assistance Service 60 Provides Best for 5 days of onsite personalized assistance delivered by HPE’s Matrix Master certified technical experts Customers who have gained experience with CloudSystem and would benefit from additional knowledge or assistance delivered by HPE’s Matrix Masters −As customers gain experience with their CloudSystem they may benefit by engaging with HPE’s Matrix Master CloudSystem technical experts for additional knowledge transfer, configuration advice or best practices. −This service provides 5 contiguous days (40 work hours) of advice delivered on site by a Matrix Master, to address issues mutually agreed to by you and the Master. Topics may relate to CloudSystem hardware, infrastructure software and operational issues, for example (but not limited to): −Conceptual introduction to CloudSystem solution −Matrix Operating Environment orchestration, including administration, roles and requests, resource pools, O/S deployment, template creation −Best practice advice related to performance, power management, Capacity Advisor, etc. −The service includes features to help plan and manage the engagement: −Customer questionnaire and remote interview −Onsite planning meeting −Service delivery and review −Customers who desire more than 5 days of assistance can obtain additional 5-day service instances for 50 credits each.

CloudSystem Matrix Upgrade Service (same CMS hardware) 61 Provides Best for Provides current CloudSystem Matrix users with an upgrade from an earlier version of CloudSystem Matrix to the current version, while retaining the CMS hardware Customers planning to upgrade their CloudSystem Matrix environment to the latest version of CloudSystem Matrix and want the added confidence of HPE’s professional service −CloudSystem Matrix customers may benefit from upgrading their system software to the latest CloudSystem Matrix version, which provides additional functionality and compatibility as your system grows. HPE provides a comprehensive upgrade service to quickly and effectively handle this process for you. The service provides the following: −We review of your existing CloudSystem Matrix installation and environment. −We Install and configure CloudSystem Matrix version upgrades for a single existing Matrix HPE SIM CMS (ProLiant/Windows-based) −We review with you the new menus and Use Case Demonstrations

CloudSystem Matrix Upgrade Service (change CMS hardware) 62 Provides Best for Provides current Matrix users with an upgrade from an earlier version of CloudSystem Matrix to the current version, while changing the CMS hardware Customers planning to upgrade CloudSystem Matrix environment and CMS to the latest version who want the added speed and confidence of HPE’s professional service −CloudSystem Matrix customers may benefit from upgrading their system software to the latest CloudSystem Matrix version, which provides additional functionality and compatibility as your system grows. They may also be planning to upgrade the Central Management Server to different hardware at the same time. HPE provides a comprehensive service to quickly and effectively handle both aspects of the upgrade. The service provides the following: −We review your existing CloudSystem Matrix installation and environment. −We Install and configure BladeSystem Matrix version upgrades in conjunction with migrating data from the previous CMS to the new CSM hardware. We perform this migration and upgrade on a single HPE SIM CMS (ProLiant/Windows-based) −We review with you the new menus and Use Case Demonstrations

HPE Matrix OE Bursting Activation Service 63 Provides Best for Activation of bursting capabilities between a CloudSystem or Matrix OE and a Cloud Service Provider Account Customers who want to utilize HPE's expertise and assistance to configure their CloudSystem or MOE-on-ProLiant for bursting to an external service provider −Bursting with HPE CloudSystem or standalone Matrix Operating Environment (MOE) for ProLiant transforms hybrid cloud usage by enabling services to be sourced among private clouds and public cloud Service Providers, centrally managed from the MOE. −This HPE service provides the initial activation and setup of bursting for a single account at a designated Service Provider (SP) as well as an overview of the bursting process and operation. The remotely delivered service provides the following: −Configures the MOE for bursting, including setting up MOE with the customer’s SP account access credentials and creating a provider capacity pool in the MOE −Demonstrates creation of a template which can be used to provision servers to the SP −Demonstrates provisioning of the service, including server pool selection and allocation policy −Verifies successful provisioning by showing the deployed servers running successfully at the SP −Provides knowledge transfer and an overview of bursting operations −Prerequisites for this service include: (1) a checklist from the customer providing the current configuration of the MOE environment; (2) an operational test of the customer’s MOE; (3) the MOE version as required by the specific SP; (4) an SP account setup with networking as needed, customer images uploaded to SP as needed and assurance that the servers that will be provisioned via bursting can be provisioned via the SP portal

Environment – Delivery management 64

Delivery Planning and Review 65 Provides Best for A planning and review meeting to focus on the customer's IT goals and business objectives, and how current delivery activities support them Customers who want to have more time planning and reviewing the delivery of services −The Account Support Manager will update the proactive select delivery plan for discussion and review: −Contact and contract information −Service objectives −Delivery status of services purchased −Additional services purchased −Identified risks and observations −The Account Support Manager will schedule a meeting to: −Review the contents of the updated delivery plan −Discuss recommendations for additional service needs −Update the delivery plan with any new information

6 Days of Account Support Manager Time for Proactive Service Customers 66 Provides Best for An Assigned Account Support Manager for 6 Days Customers with volume products supported at Proactive Care level Customers migrating from P24 −HPE Assigned Account Support Manager −½ day of Account Planning −Can be used for any typical ASM activities −Suggested activities include: −Technical and advise and collaboration −Review of proactive reports on devices supported by Proactive Care −Recommendations based on reports −More time can be added using standard credits −Non standard hours are offered as available, with 50% premium on credit charges −Pre-requisite is at least Proactive Care level of support

On Site Credit Planning Service Provides Best for A half day of on site ASM time to review the customers TS Support Credit service purchase and develop a credit usage plan that will allow the customer to redeem the credits for services in a timely manner A half day of time from an Account Support Manager Review Customers TS Support Credit Purchases Obtain understanding of customer environment, business goals, environment and any ongoing projects Develop a Credit Management plan based on the customer input which details the credits available and the services that will help the customer meet the stated goals Provide a copy of the credit management report in Microsoft Office Format Customers who purchase TS Support Credits, but do not have a level of service that provides access to an ASM to provide credit management activities

Environment – Education 68

Education Credits 69 Provides Best for Up to 5 days of training in HPE Education Services open enrollment classes Organizations looking to reduce the cost and risks of their IT infrastructure while accelerating business growth −As a Proactive Select customer you may redeem Education Credits for up to 5 days of training services provided by HPE Education Services (HPES). You may choose between technical services and education services, and also mix and match their 5 day entitlement. −HPE education services provides best in class training on a wide variety of HPE and non-HPE technologies (including VMware, Citrix, and Microsoft), as well as in such “non-technical” areas in ITIL/ITSM, Business Analysis, and Project Management. −HPE education services training is available in over 90 training locations world-wide, and is also offered “on-line” in both instructor- led remote learning and self-paced formats. −Please note that the following HPE education services courses are EXCLUDED from this entitlement: −Training course delivered exclusively for your personnel at your own facility. Please contact your local HPE Education representative (www.hp.com/learn/contact) if you desire this type of course.www.hp.com/learn/contact −If you need more than 5 days of training or require training for a number of IT professionals please contact HPE Education directly.

Education Planning Assistance 70 Provides Best for A conversation with HPE to understand your overall training needs, leading to a training plan recommending how best to fulfill these needs Organizations looking to reduce the cost and risks of their IT infrastructure while accelerating business growth −Education Planning Assistance (EPA) is a brief meeting with HPE to identify your specific training needs, leading after analysis to the creation of a training plan outlining how best to address these needs. This subsequent training plan will include both the timing and costs of the training recommended to improve the technical and process knowledge of your IT staff. −HPE education services provides best in class training on a wide variety of HPE and non-HPE technologies (including VMware, Citrix, and Microsoft), as well as in such “non-technical” areas in ITIL/ITSM, Business Analysis, and Project Management. −HPE education services training is available in over 90 training locations world-wide, and is also offered “on-line” in both instructor-led distance learning and self-paced formats. HPE education services also provides customized learning solutions tailored to the unique needs of specific customers.

Technical On-line Seminar 71 Provides Best for The Technical On-line Seminar (TOS) program delivers 4-hour, virtual, technical seminars to HPE customers Customers who want easy access to topical and concise information from HPE experts in a virtual, interactive setting −The Technical On-line Seminar (TOS) program delivers 4-hour, virtual, technical seminars to HPE’s proactive support customers −The seminars utilize HPE’s Virtual Room technology for the presentation and a telephone connection for the audio content. Customers need access to the internet and a telephone line to attend. −The seminars provide technical information delivered by a live presenter, live Q&A where questions may be submitted either electronically or via the telephone, plus access to downloadable topic materials from a secure site. −This service provides for registration and attendance of two customer employees.

TOS – Product Update Brief Seminars 72 Provides Best for The TOS Product Update Brief (PUB) seminars deliver 2-hour, virtual, technical seminars to HPE customers Customers who want easy access to concise and detailed information from HPE experts in a virtual, interactive setting −The TOS – Product Update Brief (PUB) seminars deliver 2-hour, virtual, technical seminars to HPE’s proactive support customers −PUB seminars are aimed at customers who already know the general technology, but are looking for specific, detailed, technical information on a given subject −Customers require access to the Internet to view slides in the HPE Virtual Room and a telephone line for the audio content. −The seminars provide technical information delivered by a live presenter, live Q&A where questions may be submitted either electronically or via the telephone, plus access to downloadable topic materials from a secure site. −This service provides for registration and attendance of two customer employees.

Environment – Firmware 73

Firmware Update Analysis 74 Provides Best for An assessment of firmware and software updates for your HPE servers, storage, network devices, and converged systems Customers who want to improve the compatibility and availability of their HPE products within their IT environment −HPE uses data collection tools to develop a detailed profile of your selected HPE products, including the current revisions of all firmware. −After off-site analysis, HPE documents the recommended firmware and operating software updates needed, highlighting any compatibility considerations in your IT environment. −Presents a detailed report to your staff with recommendations for updates needed to maintain compatibility, add new features, and address known problems in the firmware and software. −Covers selected HPE servers, storage, network devices, and converged systems. Use multiple quantities of this Proactive Select service activity, depending on the number and types of devices to be assessed. −Installation of the updates is not included. However, you may use the Firmware Update Implementation service activity to have HPE install the updates. −Customers may purchase an optional onsite delivery method if they don’t allow HPE to use remote data collection and analysis tools.

Firmware Update Implementation 75 Provides Best for Implementation of firmware and operating software updates for your HPE servers, storage and converged systems Customers who want to improve the compatibility and availability of their HPE products within their IT environment HPE provides a high level plan outlining the work to be done, including: −Any prerequisites that the customer must do before HPE updates the selected HPE products −List of products to be updated with their current and target revision levels −List of customer responsibilities during the update, such as if the products need to be disconnected from the network or if applications need to be shut down −Estimated schedule for the updates and whether it will be online or offline −After the customer accepts the plan, HPE installs the firmware and operating software updates −HPE meets with the customer and gets signoff that the work was completed as documented −Covers selected HPE servers, storage, network devices, and converged systems. Use multiple quantities of this Proactive Select service activity, depending on the number and types of devices to be updated. −The HPE Firmware Update Analysis, or in the case where the Customer decides to not request that HPE performs the analysis then a customer-provided equivalent, must be done prior to the implementation to ensure device compatibility. −This service requires the right to firmware updates on all devices to be updated.

Environment – ITSM 76

ITSM Assessment for Virtualized Environments 77 Provides Best for An assessment of your management and operational practices for a virtual environment, identifying gaps and challenges and offering recommendations for improvement in management practices Customers who want to ensure they have the management controls and operational practices be successful in a virtual environment −Effective IT service management and operational procedures are essential in virtualized environments and will ensure a smooth transition into virtualization, and effective management of challenges such as “virtual sprawl” and virtual configuration management. −HPE ITSM and Virtualization experts conduct an onsite interview with the Customer’s IT staff, focusing on the management processes, controls and tools used in managing their virtualized environment. −The interview results are analyzed and compared to a set of HPE best practices, procedures and benchmark data for virtual environments −Results are presented in a follow-up session where the customer and ASM review a gap analysis and suggested improvements, discuss best practices and any HPE solutions that may improve the virtualization experience. −This service assesses the management processes and technology associated with one virtualized environment.

ITSM Quick Assessment 78 Provides Best for An HPE-facilitated workshop that allows IT Organizations to compare their IT infrastructure and processes against the service level commitments they makes to their business, and to compare their capabilities against industry best practice for reliable service delivery IT Organizations that wish to reduce risk and increase service quality, and to identify key areas for further investigation and improvement −HPE will host a one-day workshop and facilitate a self-assessment of an IT Organization’s ITSM capabilities. −The workshop will include key staff members including IT and business representatives, and HPE ITSM experts will work to gain consensus of the organization’s capabilities. −The findings will be contrasted to industry best practice and against the IT Organization’s objectives and the service level commitments they make to their business. −A graphical presentation of findings and key recommendations is provided. This will highlight strengths and weaknesses and identify risks to the quality and reliability of service delivery.

Environment – Management 79

Hardware and Software Asset Inventory 80 Provides Best for A comprehensive inventory of the customer’s hardware and software assets Customers who want to create a new inventory, or validate an existing inventory of the HPE and non- HPE hardware and software in their environment −In industry-standard environments, it can be difficult to track the many hardware and software assets. Customers’ tools and manual methods may not provide complete or detailed results. This service provides a comprehensive review of the HPE and non-HPE hardware and software installed in a Customer’s IT environment. −The Account Support Manager (ASM) meets with the Customer to review the capabilities of HPE’s discovery process, which is based on HPE Asset Inventory Discovery Application, and the range of assets to be included. −The ASM describes the standard and custom reports and the range of analysis that this service can provide. Reports include detailed listings and relationships between assets, host names, device models and types, OS versions, and applications and their versions. −The ASM uses the HPE Asset Inventory Discovery Application to discover hardware devices based on IP addresses and software instances based on system installation logs. If necessary, HPE will supplement this data with other manual or automated collection methods to complete the inventory. −When discovery is complete, the ASM prepares the reports and meets with the Customer to further analyze the information. The inventory and report data is available in Excel format for the Customer’s continued reference. −The report also lists the status of any HPE support agreements associated with the inventoried hardware products. This can help the Customer for determining if critical infrastructure is supported at appropriate levels −This service is designed to discover up to approximately 1,000 devices located within the covered service environment. The ASM can price for larger environments with more than 1,000 devices.

HPE Insight Remote Support Discovery and Activation for Additional Devices 81 Provides Best for Discovery and activation of additional HPE servers or storage devices for monitoring by HPE Insight Remote Support (Insight RS) Customers who want to improve the management of their IT infrastructure using a unified remote support solution −HPE or authorized partner installs and configures required software on designated servers or storage devices to enable them to be monitored by HPE Insight Remote Support (Insight RS) and tunes Insight RS for service level entitlement, event notifications, and collections. −Covers four HPE-UX or OpenVMS servers OR ten HPE servers running MS Windows, Red Hat Linux, SUSE Linux OR ten HPE storage devices including MSAs, EVAs, Storage Servers, and Virtual Library Systems. −This activity may only be used for additional devices AFTER the first eight HPE servers or storage devices have been activated. HPE-UX servers must be at the correct patch level for the version of Insight RS being used. −This activity should not be used for Critical Service customers since HPE will assist them with Insight RS activation at no additional charge.

HPE Insight Remote Support Discovery and Activation for HPE-UX and OpenVMS 82 Provides Best for Discovery and activation of eight HPE-UX or OpenVMS servers for monitoring by HPE Insight Remote Support Customers who want to improve the management of their IT infrastructure using a unified remote support solution −HPE or authorized partner installs and configures required software on servers to enable them to be monitored by HPE Insight Remote Support (Insight RS), and tunes Insight RS for service level entitlement, event notifications, and collections. −Covers eight HPE-UX or OpenVMS servers −Prior to this activity, Insight RS must be installed on the Central Management Server and HPE-UX servers must be at the correct patch level for the version of Insight RS. −After this activity, additional servers may be activated using the Insight RS Discovery and Activation for Additional Devices activity. −This activity should not be used for Critical Service customers since HPE will assist them with Insight RS activation at no additional charge.

HPE Insight Remote Support Discovery and Activation (except HPE-UX and OpenVMS) 83 Provides Best for Discovery and activation of eight servers or storage devices for monitoring by HPE Insight Remote Support (Insight RS) Customers who want to improve the management of their IT infrastructure using a unified remote support solution −HPE or authorized partner installs and configures required software on eight designated servers or storage devices to enable them to be monitored by HPE Insight Remote Support (Insight RS), and tunes Insight RS for service level entitlement, event notifications, and collections. −Covers eight devices, including HPE servers running MS Windows, Red Hat Linux, SUSE Linux. HPE storage devices include MSAs, EVAs, Storage Servers, and Virtual Library Systems. Does not cover HPE-UX or OpenVMS servers. −Prior to this activity, Insight RS must be installed on the Central Management Server. The Insight RS Installation and Startup Service may be used for this. −This activity should not be used for Critical Service customers since HPE will assist them with Insight RS activation at no additional charge.

Insight Remote Support Configuration and Maintenance 84 Provides Best for Configuration and Maintenance assistance for HPE Insight Remote Support environments Customers with limited resources who can benefit from Support Automation to increase staff efficiencies, lower system maintenance costs, and reduce unplanned system downtime −This item provides a flexible service for customers to engage HPE for Insight Remote Support assistance. The following are some examples: −Installing and/or validating Hosting Device pre-requisite requirements for successful implementation of the support automation (Insight RS, HPE SIM, iLO, Insight Online) solution. −Installing and/or validating Managed Device pre-requisite requirements for successful discovery, event monitoring and data collection. −Maintaining, upgrading or optimizing an existing and functional Hosting Device solution. −Adding and/or validating new managed devices to an existing and functional support automation solution. −Knowledge transfer to customer on Insight RS ongoing maintenance. Please contact your Account Manager to define the scope and credit requirements.

Remote Specialist Advice 85 Provides Best for Up to 4 hours of discussion on the phone with an Account Support Manager on various technical topics Customers who would benefit from more advanced usage and best practices on various technical topics −With this service you can schedule a session with your ASM to discuss a wide range of issues or technical topic areas, for example Virtual Connect and Virtual Connect Enterprise Manager, HPE Insight Control, HPE Insight Dynamics or other available topics as agreed to with the customer. −Provides up to four hours of discussion over the phone −We'll work with you directly for up to 4 hours, and research issues or consult with others in our team to bring you the most valuable experience.

Environment – Power & cooling 86

Insight Control Power and Thermal Monitoring 87 Provides Best for Advanced techniques for use of HPE Insight Control power management software for ProLiant servers, leading to increased control and reduced cost Customers who want improved control of the thermal and energy profile of their ProLiant infrastructure −HPE Insight Control power management software (ICpm) offers features for monitoring and controlling the power and thermal profile of ProLiant environments. This service helps the Customer understand these capabilities and apply them through hands-on experience: −The Account Support Manager (ASM) conducts a workshop to investigate how ICpm can be used to help the Customer gain advantage in their IT environment. The output of the workshop is an outline for several use cases that the ASM then fully develops and demonstrates in the Customer’s environment: −Monitoring – Implement comprehensive power and temperature monitoring; identify potential overloads, redundancy errors and hot- spots within Customer’s IT environment which could lead to unnecessary downtime. −Control – Classify servers and develop pre-defined rules to protect critical workloads during power or cooling events by shedding system power load, restricting their power consumption or altering power regulator states. −Capping – Review benefits of dynamic power capping for reclaiming trapped power capacity. If necessary, implement single server or enclosure-level capping based on conservative criteria; develop more aggressive capping values based on monitored actual and historical power usage (extended data collection required). −The ASM schedules a return visit to discuss open issues, to review any execution of power control rules and to reassess the dynamic power capping configuration. −This service provides detailed usage for a complete blade enclosure or rack, and general usage for up to 2 enclosures or racks, within the supported environment. The customer must have the current version of ICpm installed and operational. For complete requirements, refer to the HPE Insight Software Support Matrix on hpe.com

HPE Thermal Quick Assessment Service 88 Provides Best for A base-level assessment of your data center cooling, based on interviews with your staff and HPE observations of your data center and cooling environment Existing data centers that need to become more efficient due to an increase in power consumption and heat generation in the data center due to higher computing densities −The HPE Thermal Assessment Services are designed to: −Help you determine the potential capacity of your data center environment and plan for adding new equipment to the facility −Help you gain a better understanding of space, power, and cooling resource requirements −Help you understand the thermal effect of changes to your environment −Provide guidance on the placement of IT equipment −Recommend potential strategies and best practices to help improve the operating efficiency of your facility infrastructure

Environment – Security 89

Security Quick Assessment 90 Provides Best for HPE facilitated workshop which allows the customer to compare and contrast their security infrastructure, policy and processes against industry best practices IT organizations that look to improve effectiveness and efficiency of their security measures −ITIL-based assessment tailored for security and risk management. Identifies strengths and weaknesses of your IT security practices, policies, processes and infrastructure. −Assesses your environment against industry best practice and international standards −Recommends actions and priorities for improvement. −Helps you focus efforts where needed −Monitors progress year after year

Security Review for Virtual Environments 91 Provides Best for A comprehensive assessment of security vulnerabilities and security practices in the customer’s virtualized infrastructure Customers who want to ensure their virtualized environment is secure and compliant with security best practices and industry/government standards −As companies adopt virtualization and industry standard infrastructure it becomes easy to deploy new servers with less planning than in traditional environments. Additionally, virtual environments introduce security issues that might not have required attention in physical computing environments. As a result it is easy to overlook steps that are necessary to maintain a secure environment. Over time, holes and weaknesses can grow and increase the vulnerability of the IT environment. −This service provides an assessment of the customer’s virtualized infrastructure vulnerability and security practices. Vulnerability is tested by credentialed security scans, conducted by certified security specialists from HPE’s Security and Privacy Professional Services organization: −The Account Support Manager (ASM) reviews with the Customer the capabilities and limitations of the assessment process, and the range of devices to be included. −The ASM provides on-site setup and configuration; the scans and analysis are remotely conducted by the HPE Security team. Optionally the process can provide focus on compliance to standards such as HIPAA or SOX. −The ASM and HPE Security Specialist meet with the Customer to review the results, identify vulnerabilities, mitigation steps and best practices. −The service covers up to 15 logical servers in the Customer’s supported environment. The ASM can provide pricing for larger environments. The Customer must provide system access for remote vulnerability testing, or can pay additional travel costs to obtain on-site service. The ASM will provide the exact fee upon request.

Vulnerability Scans 92 Provides Best for Provides a snapshot of your IT security infrastructure IT organizations that desire to reduce risks in their infrastructure −Understand where hackers can gain access before it occurs −Enables secure infrastructure −Price includes scanning 1 range of 100 IP addresses as applicable. −Complements the Assessment results

Environment – Virtualization 93

Availability Analysis for Virtual Environments 94 Provides Best for Recommendations for achieving increased availability of virtualized environments Customers looking for a broad-based approach to availability of their virtualized environment −Companies may implement virtualization expecting it to provide a “shrink wrapped" solution to high availability computing. In reality, true high availability requires a holistic approach including not only the virtualization software, but architectural choices and management processes. −The service provides recommendations to improve availability of the customer’s virtual environment: −HPE uses a combination of system data collection, interview(s) with key Customer personnel, and a walkthrough of the Customer’s data center to profile and document the Customer’s virtualized environment. −Analysis covers topics such as optimal hardware configuration, point-of-failure analysis, clustering alternatives, workload placement, backup and recovery strategy and effective management processes. −HPE compares the analysis results to a to a range of HPE best practices for IT architecture, configuration, and management processes. HPE presents the findings in a report highlighting risks, opportunities, and recommendations for improving availability. −This service covers a Customer-identified segment of the supported environment, consisting of up to one populated enclosure OR 8 standalone servers OR 1 storage array. Associated SAN switches and the network utilized by that segment are covered. The Customer must have HPE Systems Insight Manager (SIM) installed with Remote Data Collection enabled. −This service does not provide implementation of the recommendations, which is available separately as a statement of work.

Hypervisor Patch Analysis 95 Provides Best for A review of Hypervisor Patch or Security updates, and change recommendations Datacenter Servers running VMware Server, ESXi, vSphere or Microsoft Hyper-V −HPE provides a single Hypervisor Patch report for the selected Hypervisor −HPE reviews the Hypervisor patch and Security updates, and provides recommendations for change −HPE generates new Hypervisor Patch reports up to 4 times per year −HPE will assist with change requests to implement recommended updates −The service covers one Hypervisor from the following selection, VMware Server, ESXi, vSphere or Microsoft Hyper-V −The service provides patch update recommendations only, not the actual installation.

HPE health Check Analysis for VMware Virtual Servers 96 Provides Best for A snapshot of your VMware system performance and identifies the source of potential bottlenecks Data centers that desire increased consistency and performance from their VMware infrastructure −HPE conducts an on-site interview with your IT staff and uses data collection tools to develop a detailed profile of your VMware environment −After off-site analysis, HPE presents an extensive report of your VMware systems, highlighting areas such as configuration issues, possible performance issues, security improvements and recommended firmware updates. Special attention is given to integration of VMware with HPE management tools such as Systems Insight Manager. The report also provides an extensive set of best practices, tailored to your specific situation. −An additional follow-up meeting provides an opportunity for continued discussion, after your staff has had a chance to fully review the report −The service covers one VirtualCenter Server and up to 3 individual ESX hosts

HPE Insight SW Operational and Performance Review Service 97 Provides Best for Technical and operational guidance to improve the performance and ongoing management of HPE Insight SW managed environments Customers who want to ensure they are achieving optimal use and benefit from their HPE Insight Software and managed environment −HPE works with you remotely and on-site using tools such as SIM Sizer and Firmware Deployment tool to gain an understanding of the configuration and topology of HPE- SIM, IC suite, iLo, RDP and SQL on your Central Management Server (CMS), along with analysis of the technology management practices used in your IT environment. −When analysis is complete we present a comprehensive HPE IC Suite Assessment Report, with recommendations of Firmware levels, CMS Management Server, RDP, SQL, Version Control Repository Manager (VCRM) and IC Suite best practices. −This service covers one Central Management Server running HPE Insight Software, and the Windows servers in that managed environment. You are responsible for providing the functional and supported CMS running Insight Software. We provide analysis and recommendations only. A companion Optimization service is available as a statement-of-work, to assist you with implementing recommendations and further customization of your environment

Performance and Capacity Analysis for Virtual Environments 98 Provides Best for Recommendations for achieving increased optimization and performance of virtualized environments Customers who want to periodically review and improve system performance −Virtualization initiatives may begin with consolidation planning and analysis. But after the implementation is complete, users may not actively monitor ongoing capacity and utilization levels. Over time, performance may suffer. −This service provides analysis of virtual infrastructure utilization and performance, including ProLiant servers, storage, and network devices, as well as VMware and Microsoft hypervisors: −HPE collects ongoing utilization data for a fixed period of time, for selected equipment in the customer's supported environment. −For Server data collection and analysis, HPE uses tools which may include but are not limited to HPE SIM with VMM, HPE Insight Control, VMware, Microsoft and Linux management tools and analyzers −For HPE StorageWorks EVA/XP storage environments, HPE StorageWorks Command View EVAPerf and/or HPE StorageWorks XP Performance Advisor must already be installed and configured in the Customer’s environment. −HPE analyzes the collected data and provides a report comparing the Customer’s results to HPE best practices, with recommendations for improvement. −The service covers a Customer-identified segment of the supported environment, consisting up to one populated enclosure OR 8 standalone servers OR 1 storage array. The data collection and analysis are limited to 8 ESX hosts part of a cluster. Associated SAN switches and the network utilized by that segment are covered. The Customer must allow HPE to install data collection tools as specified by HPE. If network devices are to be included in the analysis, the Customer must provide performance and configuration data on those devices. −This service does not provide implementation of the recommendations, which is available separately as a statement of work.

Virtualization Readiness Workshop for Critical Applications 99 Provides Best for A review of key considerations when planning for the virtualization of a critical application Customers who are planning to virtualize applications that are considered critical to their business −Most customers have virtualized portions of their infrastructure, but they may hesitate to virtualize truly mission critical applications. This service helps the Customer investigate and understand the issues involved in virtualizing one critical application. −HPE interviews key customer personnel to understand the application and the infrastructure that is being evaluated, the businesses needs and expectations −HPE reviews system configuration and performance data, which may be furnished by the Customer or collected remotely, to ensure that the virtualized environment is sized to accommodate planned growth with the targeted application −HPE conducts a workshop with the Customer to discuss virtualization considerations and HPE best practices related to the targeted application. This includes considerations related to servers, storage, networks, people, processes, and tools. −The workshop helps identify key issues, risks, and success factors associated with virtualizing the targeted application. After completion of the workshop, HPE provides a report detailing the findings and the recommendations. −The service addresses the virtualization of one single application instance within the supported environment. This includes applications such as Microsoft Exchange, SQL Server and SAP. Please consult your HPE account team for more detail. −This service does not provide detailed implementation planning or implementation of the recommendations, which is available separately as a statement of work.

Virtual and Physical Technology Review 100 Provides Best for Provides a technical and supportability review of the virtual and physical IT environment Customers who want to verify and improve the supportability of their IT environment −The review includes an interview with the customer to understand their technical challenges and opportunities −An on-site visit is used to establish a baseline for the supported environment and includes activities that cross all the technologies. During the visit the product specific environment requirements (temperature, humidity, air quality, power, etc.) and maintainability (minimum revision levels, physical access to equipment, contact information, site access procedures ) requirements are established and verified −A report is produced and presented that analyzes the collected data, verifies that HW/SW revision levels meet minimum/ recommended requirements, identifies any out-of-specification conditions that must be resolved and provides recommendations as to where the customer should focus their attention to resolve identified issues −The service applies to a single physical location −If the environment is too large to be covered in the available time, the review will be conducted on a representative subset of products

Converged Systems – SAP HANA and Microsoft 101

HPE Converged System for SAP HANA Healthcheck Service Provides Best for HPE will use software tools that collect and analyze static and dynamic information including configuration information and system performance characteristics, gathered from your designated HPE Converged System for SAP HANA appliances - AppSystem 1.0 / 1.2, CS 500 and CS 900 A Healthcheck report of the resultant analysis and recommendations based on HP system management practices is provided electronically by HPE The appliance Healthcheck assessment report highlights system configuration and availability problems For Scale Up: One Appliance report per single AppSystem 1.0 / CS 500 Scale Up Node For Scale Out: One Appliance report per single AppSystem 1.0, 1.2, CS 500 Scale Out Rack or CS 900 Scale Up & Scale Out Rack Service supports RHEL & SUSE operating systems Remote access required for this service A broad assessment of the customer’s HPE Converged System for SAP HANA appliance computing environment, identifying specific problems before they can impact the customer’s critical operations. Customers who want to proactively identify any problems before they can impact their critical operations with a remote detailed review of their HPE Converged System for SAP HANA AppSystem 1.0 / 1.2, CS 500 and CS 900 appliances.

HPE Converged System for SAP HANA Update Release (CSUR) Installation Service Provides Best for HPE reviews your existing Image versions and compares to HPE’s current Appliance Bundle versions known as the Converged Systems Update Release (CSUR), analyzes and provides the services necessary to bring the appliance into current version compliance Delivers driver, firmware, and select management software updates to your HPE Converged System for SAP HANA Appliances in a way that is intended to reduce disruption to your IT environment A High level plan outlining the work to be done will be provided that includes prerequisites that customer must do before the update service begins This service will include a remote meeting with the customer to sign off that the work was completed For Scale Up: One CSUR Installation per single AppSystem 1.0 / CS 500 Scale Up Node For Scale Out: One CSUR Installation per single AppSystem 1.0, 1.2, CS 500 Scale Out Rack or CS 900 Scale Up & Scale Out rack Service supports RHEL & SUSE operating systems Remote access required for this service. A review and installation of the CSUR in your HPE Converged System for SAP HANA environment. Customers with any HPE Converged System for SAP HANA AppSystem 1.0 / 1.2, CS 500 and CS 900 appliance running in production, test and development environments.

HPE Converged System for SAP HANA Appliance OS Security Patch Service Provides Best for Provides customers with a OS security patch bundle and remote installation which is certified and pre- tested for the HPE Converged System for SAP HANA AppSystem 1.0 / 1.2, CS 500 and CS 900 appliances Allows customers a simple and timely way to implement SUSE OS security patches in a timely fashion This service will minimize a customer’s time investment in selecting and qualifying patches individually and lower the risk of a patch inadvertently compromising the functionality of the appliance HPE creates security patch bundles based on quarterly appliance OS image updates, and performs installations applicable for the designated appliance operating system and server. Base service is one OS security patch update to a single AppSystem 1.0 / AppSystem 1.2 / CS 500/CS 900 Scale Up & Scale Out Node This service covers the SUSE operating system Remote access is required for this service A review and update of the OS security patching levels in your HPE Converged System for SAP HANA Appliance SUSE environment. Customers with any HPE Converged System for SAP HANA AppSystem 1.0 / 1.2,CS 500 and CS 900 appliance running in production, test and development environments. test and development environments requiring up to date SUSE OS security patches.

Provides Best for Firmware update implementation on all of the devices of an HPE ConvergedSystem 300 for Microsoft Analytics Platform (MS APS/PDW) Appliance Insuring the firmware of all the components in the HPE CS300 for MS APS Appliance is in alignment with the new Master Reference Architecture (MRA) after a Microsoft ‘AU software’ upgrade. Each HPE ConvergedSystem 300 for Microsoft Analytics Platform appliance is validated and tested to run a specific combination of software, firmware and drivers. These are regularly updated as new features and enhancements are added over the lifespan of the Appliance. The MRA lists the tested firmware/driver recipe supported for a particular version of the Parallel Data Warehouse Software. This service performs a one time onsite firmware update implementation on all of the devices (servers, storage and networking) of an HPE CS300 MS APS, PDW or EDW Appliance. This ensures firmware alignment with the Master Reference Architecture (MRA) associated with a given version of the Parallel Data Warehouse Software. It allows customers to minimize their time investment. It allows implementing Firmware updates in a timely fashion, lowers the risk of a firmware update inadvertently compromising the functionality of the Appliance and reduces any disruption to the IT environment. This service is critical to maintain the stability and availability of the HPE CS300 for MS APS Appliance. FULL APPLIANCE FIRMWARE UPDATE service for HPE CS 300 for Microsoft Analytics Platform 105

Provides Best for Firmware update implementation of up to four components (server, storage, network) of an HPE ConvergedSystem 300 for Microsoft Analytics Platform (MS APS/PDW) Appliance Insuring the firmware of all the components in the HPE CS300 for MS APS Appliance is in alignment with a given Master Reference Architecture (MRA) Each HPE ConvergedSystem 300 for Microsoft Analytics Platform appliance is validated and tested to run a specific combination of software, firmware and drivers. These are regularly updated as new features and enhancements are added over the lifespan of the Appliance. The MRA lists the tested firmware/driver recipe supported for a particular version of the Parallel Data Warehouse Software. This service performs the one time onsite firmware update implementation of up to four devices(servers, storage and networking) of an HPE CS300 MS APS, PDW or EDW Appliance. This ensures firmware alignment with the Master Reference Architecture (MRA) associated with a given version of the Parallel Data Warehouse Software. It allows customers to minimize their time investment. It allows implementing Firmware updates in a timely fashion, lowers the risk of a firmware update inadvertently compromising the functionality of the Appliance and reduces any disruption to the IT environment. This service is critical to maintain the stability and availability of the HPE CS300 for MS APS Appliance. HPE CS300 for MS APS DEVICE FIRMWARE UPDATE service 106

Thank you 107

HPE Technology Services Support Credits - activity descriptions May, 2016.

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HPE Technology Services Support Credits - activity descriptions May, 2016.

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