An Overview [ HP Predictive Support User's Guide For HP 3000 Series 900 ] MPE/iX 5.0 Documentation
HP Predictive Support User's Guide For HP 3000 Series 900
An Overview
Figure 1-1 illustrates the HP Predictive Support process.
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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.
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