Maersk xp24k - Asp-201501

HP Services
Account Support Plan

Prepared exclusively for
Maersk
Maersk
Proactive 24 Account Support Plan for

Maersk
Table of Content
Table of Content............................................................................................................................. 1
1. Executive summary..................................................................................................................... 3
2. Scope and purpose..................................................................................................................... 3
3. Business overviews.................................................................................................................... 4
3.1 Maersk............................................................................................................................... 4
3.2 HP..................................................................................................................................... 4
4. Account management processes................................................................................................ 4
4.1 Introduction........................................................................................................................ 4
4.2 IT management best practices.......................................................................................... 5
5. Continuous improvement plan.................................................................................................... 6
5.1 Action plan......................................................................................................................... 6
Appendix A...................................................................................................................................... 8
Systems information................................................................................................................. 8
HP account team...................................................................................................................... 9
Customer team......................................................................................................................... 9
Customer responsibilities......................................................................................................... 9
Call management process...................................................................................................... 10
Appendix B Lun Map.................................................................................................................. 14

Maersk
1. Executive summary
The Executive Summary presents the essential results of the actions taken by your HP Customer
Support Team to support the business and IT goals of your organization. This report focuses on the
alignment of HP Services with your business and IT goals. In addition, this report highlights any risks
that may delay or prevent your organization from achieving its goals, along with recommendations to
minimize or eliminate such risks.
2. Scope and purpose

The aim of the Account Support Plan is to outline a complete and comprehensive approach for
supporting Maersks IT environment while anticipating your ongoing business needs. Included in this
plan are those processes and practices used by HP to provide professional and timely support and
services to help Maersk optimize its IT environment. This plan documents those activities not only
performed by HP but also those by Maersk, for whom the plan is designed. The plan is specifically
tailored to reflect Maersks business environment. Although the plan is unique, certain attributes are
comprised of a set of IT management best practices that describe the steps an organization should
implement to insure the efficiency and effectiveness of its deliverables.

Maersk
The Account Support Plan is developed and managed by the HP Account Manager assigned to
MaerskMaersk. The plan is updated quarterly or on a schedule mutually agreed to by both Maersk
and your HP Account Manager. Please note the Account Support Plan is not intended to replace
existing or future HP product or reference documentation.
3. Business overviews
3.1 MaerskMaersk
The A.P. Moller - Maersk Group is a worldwide organisation with about 120,000 employees and
offices in around 130 countries with global headquarters in Copenhagen, Denmark. In addition to
owning one of the worlds largest shipping companies, we are also involved in a wide range of
activities within the energy, shipbuilding, retail and manufacturing industries. More detailed
information about all our business areas is available
3.2 HP
HP is a global provider of computing and imaging solutions for business and home. HP develops and
markets hardware, software, solutions, and services including industry-leading enterprise computer
solutions, fault-tolerant business-critical solutions, networking and communication products,
commercial desktop and portable products and consumer PCs. HP is committed to creating a world
class business partnership with its customers by providing products, services, and solutions of the
highest quality and value.
4. Account management processes

4.1 Introduction
This section of the Account Support Plan identifies a set of IT management best practices aimed at
helping your organization achieve efficiency and cost effectiveness of its IT environment. Using these
practices, your HP Customer Support Team will partner with Maersk to develop a strategy that helps
plan, deliver, and support your efforts to achieve your organizations business and IT goals.

Maersk
IT service value strategy

Customers
business
drivers
Customers IT
objectives & critical
success factors
Value
reporting
Value reporting
Creates a closed loop process for
continual alignment & improvement
providing accountability for value
delivery
Answers the question, whats the
return on my service investment?
tangible & intangible value and help
customers justify & substantiate
funding requests
HP
Services
HP Services
Service design & delivery is a
function of the customers IT
objectives. Select:
Core services to drive
operational excellence
Value-add services to
complement the customers
service mgmt strategy
Continual re-alignment to map with
the customers changing needs
Operational excellence
Speed
Agility
Flexibility
4.2 IT management best practices

Your HP Customer Support Team will work with you to insure there is a strong alliance among your
organizations mission and resources. This alignment will assure your IT environment operates
effectively and efficiently. To commence the process, it is critical for your HP Team to understand your
business, IT goals, and critical success factors. This Team will work with you :
Understand your organizations mission, goals, programs, and available resources
Perform an analysis that determines your organizations strengths and weaknesses as well as
any opportunities and threats within your IT environment
Implement action planning processes with solutions aimed at alleviating obstacles that prevent
your organization from achieving its goals
Recommend improvements as part of strategic plan for efficiency of operations
Once your HP Team has a full understanding of your organizations requirements, they will identify
specific areas for improvement that align directly with your business objectives. Your HP Team will
use a structured process that delivers results based on two key areas. These areas are:
Implementing strategic change
Business / IT goals
Critical success factors
HP Mission Critical Service objectives

Maersk
Continuous improvement planning
IT infrastructure matrix
Action planning
Exposure and risks
Areas of focus for next period
In addition, your HP Team will report back on exactly how they are contributing to your success via:
Business alignment table

Intangible benefits
Complementary services
Operational summary
Delivery summary
5. Continuous improvement plan
Proactive 24
Prevention, preparedness,
& optimization
Availability mgmt
Performance mgmt
Change planning
Configuration mgmt
Capacity mgmt
Problem management
ITSM process improvement
Business continuity planning
Subject matter expertise
O.S.
Manageability
Networking
Security
Storage/SAN
Recovery & restoration
Continual improvement
of IT service
performance & availability
HW & SW response
commitments
Escalation mgmt
Parts inventory mgmt
Enabling technologies &
tools
Results in:
Avoidance of business interruption

Increased business agility
Decreased total cost of ownership
Increased IT service excellence
5.1 Action plan

The Action Plan provided in Table 6 is used to systematically list those activities that are current open
action items. The Action Plan is owned and maintained by the HP Account Manager.
Table 6

Maersk
Item
#
1
2
3
4
5
6
7
8
Subject
ASP
SHC
PM
OR
PM
PM
ASP
TC
Owner
Start Date
2014-05
2014-07
2014-08
2014-10
2014-11
2014-12
2015-01
2015-03
Due Date
2014-05
2014-07
2014-08
2014-10
2014-11
2014-12
2015-01
2015-03
Status
5. Customer satisfaction and expectation
.
1.
2.
.
1. IT IT
2.
.
1.
2.
.
1.
2.
3.
.
IT
1. 5.
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5

Maersk
Appendix A
Systems information
Contract Information
Support Level
Agreement #
Start Date
Expiration Date
Array Location
Array Street Address
P24
2014.11.1
2015.12.31
ShenzhenShenzhen
Shahe TELECOM IDC
Environment
Development/Test/ Production
SAN or direct connect
Array Configuration
System Handle
Model
Serial Number
# of CHIP boards
# of ACP Pairs
# of drives/capacity
# of spare drives/capacity
Total raw capacity
Usable capacity
Array Software
Auto LUN XP
Auto Path XP
Business Copy XP
Command View XP
Continuous Access XP (synchronous)
LUN Configuration Manager XP
Performance Advisor XP
RAID Manager XP
Other
PRODUCTION
SAN
XP24000
18798
4 - 16FS Fibre 8ch-4mp
2
48 x 400GB
4 x 400GB
19200GB
160.818359375 GB
NO
NO
YES
YES
YES
YES
YES
YES
NO

Maersk
HP account team
Name
Title
Ji Yalong
Account Manager
Chen Zhichao
District Manager
Zhao XiaoshuiZhao
MC Trained Hardware
Xiaoshui
Specialist
HP Corporate Website
HP IT Resource Center
HP Education Center
HP Electronic Support
Contracts Administrator
HP Software Depot
Telephone #/URL
18938685599
13510060301
13510821196
e-mail/URL
jiyalong@hp.com
mourice.chen@hp.com
XIaoshui.zhao@hp.com
www.hp.com
www.itrc.hp.com
www.education.hp.com
www.esca.hp.com
www.software.hp.com
Customer team
Name
Chan Fofan
Title
Maersk site manager
Telephone #/URL
e-mail/URL
00852-98602032
Ho.fan.chen@maersk.
com
Customer responsibilities
Team communications
Maersk will identify a focal point and internal customer team to work collaboratively with the HP
Team in the development, implementation, and ongoing review of the account support plan.
The focal point will also be responsible for coordinating the delivery of all services with the
appropriate HP team member. This contact will be available to meet with the HP Team in person
or via telephone on a regular basis.
When a critical call is logged, provide your SAID and the name and telephone number of a
contact who can be the eyes, ears, and hands of the HP Specialist until resolution of the problem.
This contact should be available and have access to the system experiencing the outage.
Communication of changes to the environment
Maersk will maintain a robust change management program that includes a communication path
to the HP team for pending hardware, software, or network changes affecting your supported IT
environment.
Provide HP with updated configuration information.
24 x 7 support of all support providers
Maersk will maintain appropriate levels of support with all external and internal vendors that have
support responsibility for equipment that is critical to the computing environment supported by HP.
This support may be provided by HP, third parties, or Maersk.

Maersk
Minimum training for authorized callers
Maersk will provide all authorized Response Center callers and system operators with the
minimum training or skills defined, documented, and mutually agreed upon by Maersk and HP.
Remote support access
Maersk will provide a method for remote support access to all systems maintained in the systems
environment. This method must be available during support coverage hours and will be mutually
agreed upon by HP and Maersk.
Provide Internet mail access to facilitate easy written communication.
Provide the capability to upload files to our ftp site.
Defined escalation process
Maersk will establish an internal communication plan for critical problems to ensure rapid
resolution and clear communication on a peer to peer basis between HP and Maersk.
Technical staff access
Maersk will provide HPs technical staff access to the customers building facilities, as needed,
during normal business hours as well as after hours, if necessary.
Notify HP of changes to authorized callers
Maersk will notify HP of changes to their authorized list of Response Center callers.
Installation of software patches
Maersk is responsible for reviewing patch documentation included with distributed patches and
the installation of software patches.
Schedule regular maintenance periods for your systems to apply recommended software
patches.
Data
Maersk is responsible for backup and recovery of all data and software.
Maersk will maintain a current back-up copy of the operating system and other applicable
software programs and data.
Prerequisites
Keep in force all prerequisite agreements as identified in the Technical Data Sheet for the
duration of the service agreement.
Maintain and provide to HP an accurate topology map of your network.
Call management process

This section provides Maersk with the call management process in order to access your Customer
Support Team.

Maersk
Call definition
Critical
All critical calls are routed directly to a Business Recovery Specialist (BRS). A problem is critical if it
meets the following criteria:
Customer defines the call as critical

The system, cluster or application is down or hung
The situation significantly impacts business or production
Non-critical calls
Non-Critical calls are all calls that do not fall into the Critical category or are specified as non-critical
by the customer. Non-critical calls are normally logged with the HP Response Center. Your Response
Center Advocate (RCA) is notified daily of all calls logged with the HP Response Center.
Repeat calls
If this is a repeat call, you should:
State that the call is critical

Provide your Case ID
Ask to speak directly to the HP technical specialist assigned to the case
How to log a call

Please contact your local response center to obtain the exact process for call logging in your region.
Dial your HP Response Center using the phone number located on page ii of your Account
Support Plan
An HP technical specialist will answer and register your service request. Please be prepared to
provide:
Your Service Agreement Identifier (SAID) and the system/component serial number
A brief problem description
Your assessment of the severity of the call (critical or non critical)
When you log a call, you will receive a Case ID. Retain that number throughout the life of the
service event for easy access to call history.
For critical issues, you will be connected directly to an HP technical specialist who will begin
working the issue immediately and notify your local HP office.
For non-critical issues, we will attempt to connect you directly with an HP technical specialist. If
no one is available, we will place your call into our return call queue for a call back.
Note: Please be aware that if a call has been attempted to you and you have not been available,
HPs commitment has been met. You want to make every effort to be available to receive the call.
Logging onsite-only calls

If you require onsite support or have an obvious hardware problem, the same logging procedure
applies. When logging hardware calls, you will need to supply your serial number for the particular

Maersk
system experiencing the problem. We will diagnose the hardware issue, identify the field replaceable
unit, and work with the local office to resolve the issue.
Support Case Manager

HPs Support Case Manager enables you to submit support calls and to check the status of support
calls and hardware part orders in one place, online. Support calls can be for hardware or software
based on contracts you have linked to your SAID. For additional information visit the support call
manager website at http://www1.itrc.hp.com/service/mcm/homepageRequest.do. You must be a
registered ITRC user to access this site.
Automated notification
Remote support tools allow customer systems to automatically send securely encrypted service event
notifications (detected system problems) to your HP Response Center. Diagnostic software monitors
hardware status and generates notification events when predetermined conditions are detected.
Notification events are received by agent software installed on the monitored system at the customer
site and then forwarded to HP for review and possible support action. If action is required a call is
automatically logged in our call handling system and appropriate action taken. This capability helps
identify and prevent problems before they occur, increasing your system uptime.
Escalation process
Service problems that cannot be resolved during the standard problem resolution process invoke
integrated, accelerated escalation procedures. Calls are automatically tracked and escalated by the
call handling system. The system automatically monitors call activity and starts the required
escalation procedures to ensure your response and repair commitments are met.

Maersk
HP worldwide escalation process

Form escalation
team
Develop action
plan
No
Execute action
plan
A focused team of Escalation specialists joins the HP Customer Support

Team currently working on the problem. The Technical Problem Manager
takes the technical lead & if needed, the Customer Satisfaction Manager
creates a communication plan.
The technical action plan is reviewed, revised, & contingencies are
considered to meet the customers business need.
The Technical Problem Manager oversees the execution of the technical
plan. The Customer Satisfaction Manager communicates the progress to
management.
Problem
resolved?
Yes
Post solution
monitoring
The completion criteria is determined & HP support confirms the problem

has been resolved to the customers satisfaction.
Post incident
review
The situation is reviewed to provide detailed improvement information to all

parties involved in the escalation. The depth & form of the review is
determined by the customers business need & timeframe.
Customer specific escalation procedures

[Identify any specific customer escalation contacts, processes, or procedures that need to be followed
for this customer.]
Elevations to engineering
If a product deficiency is discovered for which there are no current fixes or acceptable workarounds,
your HP technical specialist will elevate the issue to the appropriate engineering group. Your BRS will
work with engineering and you until the issue is resolved.
An engineering elevation can be done at anytime. Each engineering group will respond to the
elevation during their normal business hours. System/application down situations will be worked by
engineering after hours on a best effort basis.
Escalation Management
If at any time you are dissatisfied with how your service is being delivered, you are encouraged to
contact your RCA, Account Manager, or mail to Yan yunyan(yunyan.yan@hp.com) and ask for the
Manager on Duty.
C:CU:Ldev
Appendix B Lun Map

Array Detail Report
Display: All Values, Ports = 4, LUNs = 26, RGs = 6, Ldevs = 26, Space MB = 164,678
System Serial
RAID RAID
Emulation
Type
Number
Group Level
Drive Type
Disk Ldev
Size Size
RAID Group Members
Port
Port
CMD
Target LUN SSID VSC
OCS LUS
Label Number
Device
00:00
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400 10240 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
0004
00:01
XP24000 18798 OPEN-V
1-1
0004
00:02
XP24000 18798 OPEN-V
1-1
0004
00:03
XP24000 18798 OPEN-V
1-1
0004
00:04
XP24000 18798 OPEN-V
1-1
0004
00:05
XP24000 18798 OPEN-V
1-1
0004
00:06
XP24000 18798 OPEN-V
1-1
0004
00:07
XP24000 18798 OPEN-V
1-1
0004
00:08
XP24000 18798 OPEN-V
1-1
0004
00:09
XP24000 18798 OPEN-V
1-1
0004
00:f8
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
46 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
3A
00fb 0004
00:f8
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
46 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
4A
00fb 0004
00:f9
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
46 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
4A
00fc 0004
00:f9
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
46 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
3A
00fc 0004
00:fa
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
46 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
4A
00fd 0004
00:fa
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
46 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
3A
00fd 0004
00:fb
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
3A
00fe 0004
00:fb
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
4A
00fe 0004
00:fc
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
4A
00ff 0004
00:fc
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
3A
00ff 0004
00:fd
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
1A
00fd 0004
00:fd
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
2A
00fd 0004
00:fe
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
2A
00fe 0004
00:fe
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
1A
00fe 0004
00:ff
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
2A
00ff 0004
00:ff
XP24000 18798 OPEN-V
1-1
DKS2E-J400FC 400
100 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700
1A
00ff 0004

Maersk
01:00
XP24000 18798 OPEN-V
1-2
2A
0000 0005
01:00
XP24000 18798 OPEN-V
1-2
1A
0000 0005
01:01
XP24000 18798 OPEN-V
1-3
3A
0000 0005
01:01
XP24000 18798 OPEN-V
1-3
4A
0000 0005
01:02
XP24000 18798 OPEN-V
1-4
4A
0001 0005
01:02
XP24000 18798 OPEN-V
1-4
3A
0001 0005
01:03
XP24000 18798 OPEN-V
1-5
0005
01:04
XP24000 18798 OPEN-V
1-6
0005
01:05
XP24000 18798 OPEN-V * 5 1-2
2A
0001 0005
01:05
XP24000 18798 OPEN-V * 5 1-2
1A
0001 0005
01:fe
XP24000 18798 OPEN-V
1-2
DKS2E-J400FC 400
100 R0001;R0101;R0201;R0301;R0401;R0501;R0601;R0701
0005
01:ff
XP24000 18798 OPEN-V
1-3
DKS2E-J400FC 400
100 R0002;R0102;R0202;R0302;R0402;R0502;R0602;R0702
3A
0002 0005
01:ff
XP24000 18798 OPEN-V
1-3
DKS2E-J400FC 400
100 R0002;R0102;R0202;R0302;R0402;R0502;R0602;R0702
4A
0002 0005

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HP Services

Account Support Plan

Proactive 24 Account Support Plan for

Proactive 24 Account Support Plan for

2. Scope and purpose

Proactive 24 Account Support Plan for

4. Account management processes

Proactive 24 Account Support Plan for

IT service value strategy

4.2 IT management best practices

Understand your organizations mission, goals, programs, and available resources

Recommend improvements as part of strategic plan for efficiency of operations

Proactive 24 Account Support Plan for

Continuous improvement planning

Business alignment table

5. Continuous improvement plan

Recovery & restoration

Avoidance of business interruption

5.1 Action plan

Proactive 24 Account Support Plan for

5. Customer satisfaction and expectation

Proactive 24 Account Support Plan for

Proactive 24 Account Support Plan for

Communication of changes to the environment

Provide HP with updated configuration information.

24 x 7 support of all support providers

Proactive 24 Account Support Plan for

Minimum training for authorized callers

Remote support access

Provide Internet mail access to facilitate easy written communication.

Provide the capability to upload files to our ftp site.

Defined escalation process

Technical staff access

Notify HP of changes to authorized callers

Installation of software patches

Maintain and provide to HP an accurate topology map of your network.

Call management process

Proactive 24 Account Support Plan for

Customer defines the call as critical

State that the call is critical

How to log a call

Logging onsite-only calls

Proactive 24 Account Support Plan for

Support Case Manager

Proactive 24 Account Support Plan for

HP worldwide escalation process

A focused team of Escalation specialists joins the HP Customer Support

The completion criteria is determined & HP support confirms the problem

The situation is reviewed to provide detailed improvement information to all

Customer specific escalation procedures

Appendix B Lun Map

RAID Group Members

XP24000 18798 OPEN-V

DKS2E-J400FC 400 10240 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700

XP24000 18798 OPEN-V

DKS2E-J400FC 400 10240 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700

XP24000 18798 OPEN-V

DKS2E-J400FC 400 10240 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700

XP24000 18798 OPEN-V

DKS2E-J400FC 400 10240 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700

XP24000 18798 OPEN-V

DKS2E-J400FC 400 10240 R0000;R0100;R0200;R0300;R0400;R0500;R0600;R0700

XP24000 18798 OPEN-V