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Q1: What level of support will be offered
after December 31, 2008?
A1: HP will offer basic HW support
until December 31, 2010. Starting on January 1,
2009, Software Technical Support Service (STS)
will be replaced by a new service called Mature
Product Support without Sustaining Engineering
(MPS w/o SE).
Q2: What does MPS w/o SE provide?
A2: Customers can continue to access
expert HP technical resources via telephone,
electronic communication or fax (where
available) for assistance in resolving software
implementation or operations problems. Complex
problem isolation, application of available
solutions or workaround will continue to be
provided. Under MPS w/o SE, HP will no longer
provide Software Update Service (SUS). No new
releases, new PowerPatches, replacement
products, or patches, including patches for
newly discovered security vulnerabilities, will
be provided.
Q3: Will this offer be extended to all
e3000 Customers?
A3: The focus of this Limited Support
Extension is on Customers currently under
support with HP. Basic HW support and SW MPS w/o
SE will be available to Customers through
December 31, 2010, with limitations based on
regional capabilities, specific configuration
complexities, etc. It is possible that, in some
situations, HP may not be able to maintain this
Limited Support through December 31, 2010 for
specific configurations, or specific accessories
and peripherals, or geographies.
Q4: Will I get a new contract reflecting
the new December 31, 2010 date?
A4: Yes. If you have already renewed
your HP support contract or are in the process
of doing so, e3000 line items may still show a
December 2008 end-of-support date. Please be
assured that where appropriate, and at the first
possible opportunity, HP will provide an amended
quote with adjusted e3000 end-of-support dates
for those products that fall under this
extension. This will require an amended purchase
order from you.
Q5: Is HP considering extending MPE/iX
support beyond December 31, 2010?
A5: HP does not foresee HP e3000
end-of-support dates being extended beyond 2010
and Customers should plan their migrations
accordingly. Any future considerations will be a
based on Customer demand and HP’s ability to
deliver high quality support.
Q6: Does this announcement mean HP is
suggesting that Customers delay or postpone
their transition plans?
A6: No. As mentioned, HP believes that
the best course for Customers is to move as
quickly as possible to newer HP platforms.
Q7: How is an HP Limited Support
Extension beyond 2008 requested?
A7: Customers will have the
opportunity to extend their HP e3000 support
during their normal contract renewal processes.
Customers who have already gone through the
renewal process will be contacted with an
amended quote for their consideration. Customers
can also elect to contact HP directly to discuss
their specific support needs.
Q8: Which MPE/iX releases will be
supported?
A8: MPE/iX releases currently
supported by HP -- 6.5, 7.0, and 7.5 -- will be
supported per the terms and conditions of
customers' renewed support contract. Earlier
releases are not eligible.
Q9: Are all peripherals and accessories
currently supported on the e3000 systems going
to be extended?
A9: Peripheral devices and accessories
such as disk drives and network I/O are subject
to their own EOSL dates and are independent of
the e3000 limited support extension.
Q10: Will HP provide new patches for MPE/iX
and/or its sub-systems?
A10: Patches will continue to be
created in 2007 and 2008. As of January 1,2009,
no patches or PowerPatches will be created.
Existing patches will continue to be available
through standard patch assessment and delivery
processes.
Q11: Where can customers get additional
information?
A11: Customers can find more
information at: www.hp.com/go/e3000 or they can
contact their local HP Representative.
Q12: If I need more than MPS w/o SE, what
can I do?
A12: HP encourages customers with
mission critical support needs and more complex
migration issues to discuss them directly with
HP or their HP e3000 solution provider. HP will
work with individual Customers who cannot
complete their transitions by the end of 2008 to
explore structuring a Customer-specific support
package to help address these support needs for
a limited time while transitions to another HP
platform are completed.
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