| New Insight Control and Insight software Product Portfolio |
| Q1. |
What are the main changes I can expect in the Insight Control and Insight software product offering on July 9, 2007? |
| A1. |
All Insight Control suites and select Insight software will now include one year of 24x7 Software Technical Support and Update services. Software Technical Support and Update Services are discussed in further detail in a later section.
There are two exceptions to this change:
- Consumption-based Insight software application software, such as Insight Server Migration software for ProLiant , will include Software Technical Support services but not Software Update services. Customers are entitled to use the latest version of SMP Universal to perform their individual migration actions.
- Firmware-based Insight software products, such as Integrated Light Out (iLO) Advanced Pack, iLO Select Pack, RDMA, and iSCSI will have start-up technical software support available for no additional charge by calling HP Support up to 90 days from the date of purchase. Phone support assists customers with installation, set-up and questions pertaining to the canned scripts and respective usages are supported. Software Technical Support Care Packs were made available on September 1, 2007 and HP is working on expanding these Care Packs to include Software Update services early in 2008. Upgrades will also be sold separately.
In addition, HP announced important new additions to the HP Insight Control family of suites:
- HP Insight Control suite: Replaces Insight Control Data Center Edition and adds HP BladeSystem power management, remote management, and virtual machine management to existing system health and performance monitoring, vulnerability scanning and patch management functions.
- HP iLO Power Management Pack for BladeSystem: Extends the capabilities of iLO Select to deliver HP BladeSystem remote management, system health monitoring, and power management in a single package.
The following products are available only as part of Insight Control suite:
- HP Insight software Performance Management Pack
- HP Insight software Vulnerability and Patch Management Pack
The following products are discontinued:
- HP Insight software Intelligent Networking Pack
- HP Insight software Workload Management Pack
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| Q2. |
If PMP and VPM will be discontinued as standalone products, how will I get access to the new versions of those individual products? |
| A2. |
HP will continue to provide updates to PMP and VPM via standard means for some period of time, but eventually, customers will need to switch to Insight Control suite in order to access to the latest functionality. We will publish more concrete timelines in the near future.
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| Q3. |
How do I know whether the software I have purchased is eligible for support and update services? |
| A3. |
Technical Support and Update services can be purchased directly from HP on or after July 9, 2007. Any licenses purchased before July 9, 2007 will carry the old terms and conditions, and will not include one year of 24x7 Software Technical Support and Update services.
If Insight Control suites and Insight software are purchased through an HP channel partner, inclusion of one year of 24x7 Software Technical Support and Update services is determined by identification of
- A new part number
- An updated price
- Updated documentation
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| Software Technical Support and Update Services |
| Q1. |
What does the Software Technical Support and Update Service provide? |
| A1. |
- Speedy access to trained technicians for rapid problem analysis and resolution
- Proactive management and planning for latest software updates
- Choice of Software download or media based delivery
- Easy access to contract status and update services via one portal
For more information regarding technical support and updates for iLO Advanced and Select Pack, please visit http://h18013.www1.hp.com/products/servers/management/ilo2/questionsanswers.html
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| Q2. |
I used to get 90 days of warranty support for Insight software. What happens to this under the new Support and Update model? |
| A2. |
Under the old terms and conditions, the warranty support entitles the customer to initial setup advisory support and replacement of defective media within 90 days of purchase. Under the new Support and Update model, all Insight Control suites and select Insight software application software licenses will include one year of 24x7 comprehensive software technical support, and update services, including proactive notifications of updates and upgrades and entitlement to electronic or physical delivery of updates and upgrades. The customer will remain entitled to the replacement of defective media within 90 days of purchase.
Firmware-based Insight software products will continue to receive the same initial setup advisory support and replacement of defective media within 90 days of purchase.
Consumption-based Insight software application software, such as Insight Server Migration software for ProLiant , include Software Technical Support services but not Software Update services. Customers are entitled to use the latest version of SMP Universal to perform their individual migration actions.
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| Q3. |
When does the support and update entitlement period begin? |
| A3. |
The support and update period begins on the date of software purchase. Please note that customers cannot receive support or updates without first registering their service entitlement.
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| Q4. |
If I opt not to renew my Software Technical Support and Update service contract at the end of the contract term, will I still be able to access bug fixes? |
| A4. |
Yes. Typically, HP would provide bug fixes for the current version and one version back. For example, if the last upgrade was a 4.0, and 4.1 and 4.2 updates have been released, then HP will provide bug fixes for versions 4.2 and 4.1.
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| Q5. |
If I opt not to renew my Software Technical Support and Update service contract at the end of the contract term, will there be a way for me to acquire major upgrades? |
| A5. |
Customers who opt not to renew their contracts may purchase the latest version at the standard list price. HP does not intend to offer a separate upgrade license. Customers are encouraged to renew their contracts, as the Software Technical Support and Update service contract entitles them to both minor updates and major upgrades.
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| Q6. |
Can I purchase Software Technical Support only (without the Update service)? |
| A6. |
All Insight Control suites and select ProLiant Essential application products, will include Software Technical Support and Update service.
Consumption-based products, such as Insight Server Migration software for ProLiant , include Software Technical Support services but not Software Update services. Customers are entitled to use the latest version of SMP Universal to perform their individual migration actions.
Firmware-based product such as Integrated Lights Out (iLO) Advanced Pack, iLO Select Pack, RDMA, and iSCSI, include telephone support for 90 days after the date of purchase. Software Technical Support Care Packs (without any Software Update services) are available for separate purchase as of September 2007.
For more information regarding technical support and updates for iLO Advanced and Select Pack, please visit http://h18013.www1.hp.com/products/servers/management/ilo2/questionsanswers.html
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| Q7. |
On December 1, 2006, HP launched the Insight software Support Care Pack service. How does that differ from the Software Technical Support and Update service offering included with every license purchase on July 9, 2007? |
| A7. |
Both Software Support offerings provide software technical support. However, the Insight software Support Care Pack that was launched in December and is currently available for sale provides entitlement to updates for all Insight Control management software and Insight software products on a single server. Pricing for the Insight software Support Care Pack does not vary based on the number of products in use. The Software Technical Support and Update offering that will be included with Insight Control and Insight software products will provide entitlement to updates and upgrades only for the respective Insight Control and/or Insight software product(s) purchased for a given server. Pricing for the Software Technical Support and Update offering will be tied to the Insight Control or Insight software product licensed by the customer.
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| Q8. |
If I currently have a Insight software Support Care Pack, will I be able to purchase Insight Control and Insight software licenses without the Software Technical Support and Update service? |
| A8. |
No, all new licenses sold after July 9, 2007 include Software Technical Support and Update. The only exception is for tracking licenses sold for existing Activation Key Agreements.
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| Q9. |
Will the currently available Insight software Support Care Pack offering be available for purchase with licenses purchased on or after July 9, 2007? |
| A9. |
No. Licenses purchased on or after July 9, 2007 will include the new Software Technical Support and Update service. The Insight software Support Care Pack will be discontinued, as it provides no value over and above what is now included with Insight Control and Insight software licenses.
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| Q10. |
How do I ensure that my Software Technical Support and Update service contracts are up-to-date? |
| A10. |
Customers who complete the registration process in a timely manner will be notified and given the option to renew their Software Technical Support and Update contracts prior to contract expiration. They may also see the status of their contracts in ITRC Software Update Manager (SUM) following service registration.
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| Support and Update Service Registration Process |
| Q1. |
Once I purchase licenses with Software Technical Support and Update services, how do I demonstrate eligibility to receive updates and upgrades? |
| A1. |
Prior to November 2007, customers received service registration information in their license key package and then needed to take separate action to register their services. As of November 2007, HP introduced an automated process for service registration, in which customers register their information as part of license entitlement redemption in order to receive their license activation key and that redemption action ensured the customer's associated Software Technical Support and Updates services are also registered.
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| Q2. |
Managing separate service contracts for every license will be problematic for me. How can you alleviate this concern? |
| A2. |
Customers will not need to register and maintain every license under separate service contracts. They may perform support contract administration via ITRC Software Update Manager (SUM) in order to know the status of their service contracts at any given point in time and perform some self-service administration actions on their contracts. At time of renewal, HP Services can also converge their service contracts and set up a co-terminus arrangement.
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| Q3. |
I have a support agreement with HP so I do not need the telephone support capability in the PE Maintenance Pack. What are my alternatives? |
| A3. |
Customers in this situation may contact their local account manager or regional business development manager. It is likely that we would recommend termination of the existing agreement and writing a new one which will include the Update Services.
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| Support and Update Service Renewal Process |
| Q1. |
How will I know when my Software Technical Support and Update service contracts are up for renewal? |
| A1. |
Customers will be notified at 90, 60, and 30 days prior to the expiration of their agreement that their contract is expiring. The notification will have details on how to renew their contracts. This is predicated on the customer staying registered with HP, whether through automatic or voluntary means.
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| Q2. |
Will I be allowed to renew my service contracts if they have already expired? |
| A2. |
Customers whose contracts have already expired will be able to renew their service contracts, back-dated to the original expiration date.
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| Access to Upgrades, Updates, and Bug Fixes |
| Q1. |
What is the difference between upgrades, updates, and bug fixes? |
| A1. |
Upgrades are major new versions of software containing substantial enhancements and new features. Upgrades are represented as product number 1.0, 2.0, 3.0, etc. Updates are releases of minor revisions which contain bug fixes, defect corrections, and some minor product improvements. Updates are typically represented as product number 1.1, 1.2, 1.3, etc. As necessary, HP will also release individual product patches for critical bug fixes, which will not require a Software Technical Support and Update service contract. Patches are represented as product number 1.1.1, 1.1.2, 1.1.3, etc.
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| Q2. |
Will my current licenses and licenses purchased before July 9, 2007 be eligible for updates and upgrades without Software Technical Support and Update service contracts? |
| A2. |
Yes. Customers will be able to download updates and upgrades as they have previously.
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| Q3. |
What level of support will be provided for products like HP Systems Insight Manager (HP SIM), iLO Standard , and other software that are delivered at no additional charge to our customers? |
| A3. |
Customers will continue to receive 90 days of basic installation and start-up phone support and access to IT Resource Center (ITRC) forums for for-free products. Advanced configuration assistance or any other support after 90 days of purchase require fee-based per-event services purchased from the HP Services Call Centers.
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| Q4. |
Can I still download evaluation versions of the Insight Control software management suites and Insight software products via the web? |
| A4. |
Yes. Customers can download evaluation version of Insight Control and Insight software at http://www.hp.com/go/tryessentials.
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| Outstanding Contracts and Flex Licenses |
| Q1. |
Does the new Support and Update model impact any of HP's existing service contracts with me? |
| A1. |
No. HP will honor all commitments on existing contracts.
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| Q2. |
I have purchased a large quantity of flex licenses or established an activation key agreement (AKA) with HP. How am I impacted by the changes that will be announced on July 9? |
| A2. |
Flex licenses purchase prior to July 9 will be treated under the pre-July 9 terms and conditions (T's & C's).
All tacking licenses purchased in conjunction with an AKA signed before July 9 will be treated under the pre-July 9 T's & C's, and customers will be able to continue purchasing tracking licenses under their existing AKAs. Pre-July 9 T's & C's entitle customers to free update downloads, but no support past 90 day basic installation and start-up coverage.
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