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HP e3000 Customer Communication (December 2010)

Change in HP Policy Regarding “Patch” Access From ITRC
As you already may be aware, in September 2010, HP instituted a change in the way that software update and upgrade (“Patch”) services are accessed. Beginning at that time, Patch access through the ITRC support portal requires a valid ITRC user ID and password. Additionally, an active HP support agreement including Software Updates service must be linked to the customer’s ITRC profile to access Patch content and services. It is recognized that, in the case of MPE, HP intended to make Patches available through December 2015, even after the World Wide End of Support on December 31, 2010. Therefore, an exception process has been implemented for users requiring MPE Patches after December 31, 2010. As of January 1, 2011, MPE users should contact their HP Call Center to make their Patch requests. (For North America, please call 1-800-633-3600. For other countries, please visit http://www.hp.com/go/assistance.)

Online Diagnostic Password Requirement Notification (Updated April 2011)
In September 2008, HP communicated to the installed base that a process had been put in place that would allow HP e3000 customers to access online diagnostics (cstm) without requiring passwords after the Worldwide End of Support on December 31, 2010.

The “General Released” patch “ODINX25” (“GR Patch”) provides this functionality. This GR Patch has a built-in mechanism to disable the requirement for the online diagnostics password effective January 1, 2011. The GR Patch is available for customers running MPE/iX versions 6.5 (ODINX25A), 7.0 (ODINX25B) and 7.5 (ODINX25C). If you have already installed the previous ODINX19 patch, you must also install the ODINX25 patch to ensure that the Diagmond process will run successfully.

Customers with an HP support contract can access this patch from ITRC. Customers that don't have a support contract with HP should contact their HP Call Center to make their patch requests. (For North America, please call 1-800-633-3600. For other countries, please visit http://www.hp.com/go/assistance.)

Beta Patch Availability
Hewlett-Packard will provide Mature Product Support without Sustaining Engineering Support (MPS w/o SE) through December 31, 2010. After that the majority of all remaining Patches that are still in what is called the “Beta Test Patch phase” will be made available. These are Patches that have had little or no customer exposure since being developed. Before December 21, 2010, only customers with a valid HP support contract may request “Beta” Patches. After WW MPE support ends in 2010, releasing “Beta” Patches ensures that those of our customers remaining on the HPe3000 platform will have the most complete pool of remedies then currently available for those issues that may arise; since support will have ended and the release will be “Beta” Patches, Hewlett-Packard (i) will be providing these patches on an “as is” basis without any representations or warranties of any kind and (ii) cannot guaranty the performance or results of these Patches . Please take extra precautions when installing these “Beta” Patches so they can be removed easily if unexpected results are experienced. All released “Beta” Patches will have additional verbiage added to the Patch description indicating that they are “Beta” rather than certified General Released.

Post 2010 e3000 Support
As always, customers that can not migrate to other HP supported solutions by the announced December 31, 2010 End of Support Life date should contact their HP representative to discuss alternatives or potential local support solutions that might be made available.

Thank You
Again HP extends our sincere thanks to our valued customers. We look forward to continuing to provide you the best-in-class services and the opportunity to serve you with other HP products.


Copyright 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
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