HP 3000 Manuals

HP Predictive Support CE Guide For HP 3000 Series 900

An Overview 

Figure 1-1  illustrates the HP Predictive Support process.


          Figure 1-1.  Overview of the HP Predictive Support Process 

   1.  From an analysis of your system, HP Predictive Support detects
       information that may indicate a potential problem and contacts the
       HP Response Center.

   2.  The HP Response Center analyzes the data and adds it to the
       system's history.  If further analysis is required, an HP Response
       Center Engineer (RCE) may contact and ask the system administrator
       to perform remote diagnostics, or may forward the information to
       the Account CE.

   3.  The Account CE may contact the system administrator to propose
       corrective actions or schedule a visit at a mutually agreeable
       time within the support contract coverage hours.

In most cases, all of this activity occurs before any noticeable impact
to system performance.

Event Messages 

There are three basic types of event messages generated by the HP
Predictive Support software:

   *   Events for the System Console.  These are status and progress
       messages, and messages indicating conditions that may be corrected
       by the system administrator.  Appendix F, "HP Predictive Support
       Messages," describes these messages.

   *   Events for the HP Response Center.  These are messages that
       indicate conditions that may require further analysis by the HP
       Response Center.

       These messages do not necessarily indicate the existence of a
       problem.  If the situation requires further action, an RCE or
       Account CE will contact the system administrator. 

   *   Heartbeat Message.  A heartbeat message is a special event message
       verifying that HP Predictive Support is properly functioning.  It
       generates every three months and transmits to the HP Response
       Center whether or not there are other event messages.

MPE/iX 5.0 Documentation