Move up to a unified remote and onsite support solution.

PLEASE NOTE: All versions of HP Instant Support Enterprise Edition (ISEE) will be retired on 01 June 2009. Support events will no longer be processed by ISEE after this date.

Use the information below to help you determine the appropriate solution for replacing ISEE. We strongly recommend that you upgrade – and begin benefiting from your replacement solution’s enhanced capabilities – as soon as possible.

HP offers you a choice of two solutions – HP Remote Support Pack and HP Insight Remote Support – that have evolved from ISEE. Both are designed to fit the needs identified in feedback from current ISEE users.

HP Remote Support Pack

HP Remote Support Pack (RSP) is designed for larger environments needing to integrate remote support capabilities with a management platform. It is a fully integrated plug-in to the Windows version of HP Systems Insight Manager (HP SIM). Optionally, an intelligent link can be configured for integration with HP Operations Manager.

RSP provides remote support – including delivery of proactive services – for HP and selected multi-vendor devices covered by warranty, HP Care Pack Service or an HP Support Contract. It also automatically retrieves warranty and support contract details and notifies you 90, 60 and 30 days before your service agreement reaches expiry.

The HP Remote Support Pack solution is bundled with the HP SIM installation and can be downloaded at no cost from the HP Software Depot.

HP Insight Remote Support

HP Insight Remote Support (Insight RS) targets smaller environments with no need for management platform integration. It is optimised for environments with 1 to 50 servers and a Windows hosting device that can be shared with other business applications.

Insight RS provides remote support for HP ProLiant, HP BladeSystem, HP Integrity and HP 9000 servers and HP EVA storage devices under warranty, HP Care Pack Service or HP Support Contract, but not including proactive service contracts.

The HP Insight Remote Support solution can be downloaded at no cost from the HP Software Depot.

Comparing ISEE to RSP and Insight RS

In addition to RSP’s ability to fully integrate with HP SIM, important improvements over ISEE provided by the two new solutions include:

• Most servers no longer require a specific additional HP remote monitoring agent to be installed and maintained.
• All remote support solutions benefit from automatic software updates and are managed and controlled centrally from your hosting server.
• The central management server hosting RSP and HP SIM is now supplied and maintained by you. This allows you to fully apply your company policies on scalability, patching, virus protection and access control.

For more information . . .

• Insight Remote Support Overview
• Insight Remote Support Advanced
• Insight Remote Support Standard

If you have an HP Mission Critical and Proactive Services contract (Critical Service or above) or a Network Services contract, please contact your HP Account Support team, who will assist you with ISEE migration.

For ISEE migration questions not addressed in the documents listed above, please use the following processes:

• Americas:
• US and Canada: Call 800-334-5144. Select 'Insight Remote Support' on the voice-activated menu All other Americas countries: Contact your local support centre


• Asia Pacific/Japan:
  
  • China: 400-610-3888-5-1 Hong Kong: 29048338, 35597000, 22923333
    Japan: 0120-014121 or visit the website
    Korea: 82-2-2199-0911
    Taiwan: 0800010055-2-9
    All other Asia Pacific countries:
    Contact your local support centre


• Europe, Middle East and Africa (English):
1. Go to www.itrc.hp.com
2. In the left navigation bar, click 'Support Case Manager'
3. Enter your login credentials, or log in as a new user
4. Click the link to submit a new hardware case
5. Enter the product number and serial number (if warranty), or support service identifier. This should be for either the server on which you are installing the software or the device you are attempting to monitor with the software. Click 'Next'
6. Select 'Support Tools – ISEE/RSP' from the 'Platform' dropdown menu, complete any mandatory fields and submit the case


• Europe, Middle East and Africa (all other languages):
1. Contact your local support centre
2. Select your country
3. Under the banner 'Call HP' select 'Technical support after you buy'
4. In the first column, ('Technical Support for:') find the relevant product description (example: ProLiant Servers)
5. Call the number associated with that product description and your support level
6. Select 'Technical Support' on the voice-activated menu
7. Select 'Software'
8. You will be connected with an HP representative. Please ask for assistance with Insight Remote Support
   

For All EMEA countries:
EMEA has defined an Instant Support Enterprise Edition to Insight Remote Support migration service. If you prefer to have this migration managed by an HP engineer please contact your HP Service representative for more details. In addition, you can visit the HP IT Resource Centre forums to get advice from other ISEE & Insight Remote Support users and share your best practices.