Transcript Slide 1

HPC EMEA Support Overview
Jeanette Sharkey, HPC Quality and Customer Support
April 2, 2008
Technology for better business outcomes
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
EMEA HPC Support Overview
Agenda
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Overview of HP Support model for HPC
− Structure, resources, call flow
− Roadmap to understand HP HPC support model and resources at
your disposal
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Escalation of support issues
− What to do
− What to expect
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Support Entitlements
Severity Levels
− Support response based on severity of reported problem
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Support Responsiveness Metrics
− HP measures
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Improvement Initiatives
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EMEA HPC Support Overview
Tiered Model
Call Response Center
Local Support #
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Provide SAID Number
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Specify queue:
•EUA_CC
HPC
HPC Regional Support
Center
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HPC Expertise
• Primary interface to
customers
• Response times determined
by terms of support contract
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Ability to elevate to L3
Engineering
Product Support
•HP
Engineering Product
Support teams
•Partner/Vendor
Support
* When placing call, provide problem description and assessment of Severity; i.e.
Critical Down, High Impact Up, Non-Critical
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EMEA HPC Reactive Support Delivery
Overview
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Changes to EMEA HPC support team in 2007
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Support brought into to the standard HP support model
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Specialist HPC Competency Centre dedicated to remote,
reactive cluster support
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HPC-aware hardware specialists in other Competency
centres
− HPC L2 CC liase with other teams creating a virtual HPC Support
team
• Storage
• ISS
• Network switches
− Access and ability to elevate to L3 Engineering Support teams
• XC, CMU, SFS, Interconnect , etc.
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Level 2 HPC support in EMEA
Global Competency Centre
Storage Arrays CC
EMEA CC Enterprise Unix
Manager
Clare Pilgrim
Jim Brownlie
Nelson Coehlo
ISS CC
HPC CC
Hjalmar Brand
Bente Franzen
Sachin Sawant
Edwin Scheurwater
Colin Taylor
Ellis Hopman
Jan Linnenbank
Jelle Veldman
Networks CC
Darren Birch
Nicolas Hatton
Fahad Rahmani
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The EMEA HPC team
Jan Linnenbank
Ellis Hopman
Jelle Veldman
Clare Pilgrim
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Call Flow
HPC calls move to standard GCC process:
Level 1 responsibilities:
• Receive case
• Screen for basic h/w issues, otherwise elevate swiftly to the HPC CC
• Native language communication
• Own call in case engagement of local or OOHs resources needed
Level 2 responsibilities:
• English language customer communication
• Technical problem evaluation and solution
• Engage L3, as required
• Collaborate with and engage other hardware CCs, as required
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Call flow (cont.)
L3 Engineering Support Responsibilities
• Product Engineering Level Support
− In-depth product and technology expertise
• Access to additional HPC resources
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− Broad base of customer support experiences
− Interface to technology partners and vendors on support issues
Engaged as appropriate by HPC Competency Centre Support
Specialists
L2 HPC Competency Centre specialist remains your primary interface
for continued troubleshooting, diagnostic activities and status updates
− Direct communication with L3 Support engineers as warranted on
case by case basis
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24x7 Support Call Handling
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EMEA team hours – 08:00-17:00 CET
Monday-Friday
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Non-EMEA team hours covered by US HPC support specialists
− FTS (Follow the Sun)
− Evening calls (17:00-00:00 CET) US business hours
− Early morning (00:00-08:00 CET) / weekends
Americas HPC engineer is paged
− L3 OOH coverage provided by pager
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Support Tools and Process
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How to log a call
− ITRC web interface
− Phone – Dial local Support Response Center #
• Provide your SAID # ; Specify that you are an HPC customer
• Specify product queue name: EUA_CC HPC
− This indicates that your call should be routed to the EMEA
HPC Competency Center
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Access to patches
− ITRC
− For SFS, pointer to patches will be provided by L2 Support
Engineer
− HP web access to firmware updates, etc.
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Problem Escalation
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Does the model always work?
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What recourse do you have if you are not satisfied with
HP’s Support response?
− Communicate your specific concerns and issues to local and/or L2
HPC GCC support contacts
• Work with you to resolve issues; Get answers to technical questions,
use HP escalation processes to engage an Escalation or Complex
Problem Manager, alert HPC an BU management as appropriate
− Request that the issue be escalated within HP
• Quantify in terms of impact, i.e. to production environment, your ability
to provide services, running jobs, etc.
• Describe specifically what is failing with HP’s Support response from
your perspective
− Contact HP HPCD : Jeanette Sharkey; [email protected];
856-638-6231, 609-351-2830
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Problem Escalation (Cont.)
When to escalate: High complexity and/or high impact problem,
unsatisfactory progress, no acceptable fix or workaround provided
• Bring additional resources to bear
• Elevate priority
• Focused Management
Key Elements:
• Formation of Escalation team
• Development, Implementation and Tracking of Action Plan with customer
• Post Solution Monitoring and Review
How to Engage:
• Raise concern to local support and account contacts
• Contact L2 HPC EMEA CC
• Contact HPC Division: Jeanette Sharkey
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Support Entitlements
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Be aware of your support entitlements
− 9x5
− 24x7
− Hardware / Software
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Support Entitlements are validated when support calls are placed
− Support response will be determined based on terms of support contract
− If you have a 9x5 support contract, and a critical/production down issue
occurs after hours, it will not be addressed until the next business day
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Evaluate your support requirements, i.e. do you consider your
solution mission critical, do your users expect the system to be
available 24x7, how much down time can be tolerated …
Discuss support options with your HPC account team
− Invest in support offerings that will truly meet your business and
environment needs
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Severity Levels
Another factor in determining Support response is the
severity of reported problem
− Severity 1 – Critical – indicates that the customer’s production system is
down or at impending risk of going down again; there may be data
corruption or loss, or high risk that there will be; and/or the business is
severely affected or is at a high risk of being severely affected.
− Severity 2 – Major – indicates that a customer’s system or production
application has been caused operational interruption or serious
compromise, there is a risk of reoccurrence, and there could be significant
impact to the customer’s business.
− Severity 3 – Minor – a medium to low impact problem that involves
partial, non-critical functionality loss. The problem may impair some
operations, but the customer can continue to function. There may be
limited or no loss of functionality or impact to the customer’s operation.
− Severity 4 – No Impact – used to cover customer requests and
suggestions for software or documentation enhancements. The customer
has no loss of functionality and the issue has no significant impact on
quality, performance, or functionality in the current release.
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HP Support Responsiveness Metrics
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Support responsiveness metrics are tracked at all levels
within the HP support structure
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A few examples, by Severity level :
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Initial Response Time
Time to Solve
Open Backlog
Age of Open Backlog
Incoming cases to L3
% of cases resolved at L2 /L3
Metrics help identify trends:
− Help identify product quality issues
− Help identify issues in support delivery
− Help determine if in synch with standard product lifecycle trends
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Also rely on customer feedback
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Summary Improvement Initiatives
HP CAST LS-SIG Feedback
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Concerns expressed with respect to time lapses and the frequent
need to engage Engineering resources in the US
− Ramp up of the EMEA HPC CC
− FTS Process
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Inefficiencies with HP’s internal call routing and escalation of support
issues
− Improvement initiatives such as training, internal communications, and
augmentation of support tools and processes
− More efficient engagement of HPC-knowledgeable resources and timely
elevation of HPC customer issues are ongoing
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Questions?
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