they are probably not identical. The quickest way to get a solution is to provide Support with your
application and files when you submit a case. Support will not create a test case to replicate an issue.
All defects and technical design-related questions must be accompanied by a test case, including the
application and all the data files necessary to run it.
Support will need the following:
The application. HP Exstream Design and Production allows for object unloading, so only the
application at fault can be extracted and provided (XOB).
The files* required to run the application. They must be in the same format the engine expects
them, regardless of platform. If you performed any desktop troubleshooting, these files are the
”local mode”’ data.
Any control files you are using.
A copy of your engine message file from a run where the issue occurs. Include this even if the issue
does not seem to be detailed in the message file; Support can still get important information from
Other files external to HP Exstream Design and Production, such as resource manager files,
images, RTF files, and, if using non-standard resources, the fonts used.
You do not need to provide Support with a .pub file. With the application provided in XOB format,
Support recreates the .pub file based on their operating environment.
* Before you send data to HP Exstream, you should cleanse the data, making sure not to include
personal identification information (such as names, Social Security numbers, and so forth). Please
notify HP Exstream in writing prior to sending data to us with personal information. We are not
responsible for personal data that you should not have sent. HP Exstream version 6.0 (and later) has
the ”private data fields” feature, which can be utilized to create cleansed data. Please see the
documentation set for more information.
Additional Files for Production Engine Problems
If you encounter an issue that occurs only with your HP Exstream production engine, Support may
require additional files, depending on the production environment. If you are having issues with the
Windows NT HP Exstream production engine, the standard test case files suffice.
For z/OS engine issues, Support requires your JCL, control file, and any procedures you are using. These
files have a direct bearing on the engine and could be the source of the issue. You must download your
files from the mainframe (usually as binary CRLF), so Support can upload them to our local mainframe.
This process takes longer than usual because Support must modify your JCL and control file to match
the HLQ and PDS structure.
For UNIX issues, Support requires the scripts that launch the HP Exstream production engine with the
standard package of files.
Testing on a production platform takes longer than testing on NT. You are encouraged to test on NT
before submitting cases to Support.
Archives are files that contain other files. Typically, the files in an archive are compressed. Archives
usually have file names ending with .zip, .gz, or .tar, depending on how they were created. Archive files
save time and space and increase the speed at which you can download software and transferfiles
How Does Support Use a Test Case?
Support uses your test case to examine all properties and objects specific to your application. The test
case lets Support view the parameters you have selected for the environment, output devices, and
queues—and it provides an accurate response to your specific concern. You use SSO to enter
information about your test case in the case details.
Support prefers that you include an XOB (or Access database using UpdateDB to copy it to Access if
using a non-Access database platform) and all data files necessary to run your application. Depending
on your platform, Support may request that you provide a
backup of your Oracle, MS
SQL Server, or
Maintenance Priority and Delivery
After HP Exstream corrects a defect, it is compiled into the latest build of the software. This build then
passes through our Quality Assurance regression processes, and, when approved, will be made
available on our website in one of two ways:
Periodically, we provide a Maintenance Release. This is a full suite of all products at the new build level
(for example.,7.0.624) including HP Exstream Design and Production, Interactive Documents, Remote
Collaboration, Output Productivity Tools, LAL, Command Center, Delivery Manager, and the Connectors.
The current schedule for maintenance releases is as follows:
~Monthly, posted to MyUpdates
~Monthly, posted to MyUpdates
~Monthly, posted to dedicated HPRC FTP site
Output Productivity Tools
~Semi-annually, posted to MyUpdates
Live Application Library
~Semi-annually, posted to MyUpdates
As needed – and coincident with new releases of Delivery
Manager and Command Center, posted to MyUpdates
As needed – and coincident with new releases of Command
Center, posted to MyUpdates
As needed— and coincident with HP Design and Production
maintenance. Posted to MyUpdates
Release frequencies can fluctuate based on business conditions. Version means a release of software
that contains new features, enhancements, and/or maintenance updates, or for certain software, a
collection of revisions packaged into a single entity and, as such, made available by HP to its customers
(also called a Release).
Provided that a customer is current on Support, software versions or maintenance updates, if available,
may be ordered separately or may be available through software Support. HP reserves the right to
require additional licenses and fees for software versions or separately purchased maintenance
updates or for use of the software in conjunction with upgraded hardware or software. Software
versions are subject to the license terms in effect on the date that HP delivers or makes the version
available to customer.
In all cases, a production down issue results in a new build as soon as the fix is tested and ready for
release. Production down issues are not subject to the previously mentioned schedule and are
delivered through a temporary FTP site.
To be responsive to our customers who are experiencing defects, the previously mentioned approach is
not suitable for expedited delivery. The second method is a sub-set delivery referred to as a “Latest
Available” release. In this method, we release each component as soon as it has passed module
regression testing, regardless of the status of the other products in our suite. We target these releases
specifically to customers who have corrections in that build, though the software will be available
online for all customers. Releases made in this manner contain the prefix ‘LA’ in the naming convention
(for example, EX_LA_7.0.622_143022.zip).
HP Exstream documents the fixes that are applied to each release. Both the maintenance release and
the latest available release include these release notes.
Important Note: We cannot make a code correction to the specific maintenance build in which the case
was originally reported. All corrections are made in the latest code based on the next scheduled release
for the major version of the product in which the issue is reported. For example, if the version in which
you are experiencing a problem is 7.0.617, and our latest available release is 7.0.623, then any fix
provided will be in version 7.0.624 or later. The correction cannot be applied to 7.0.617.
Supported Versions and Obsolescence
Support will be provided for a minimum of 36 months for any new releases.
Extended support plans may be available for specific out of support products.
We offer a professional services upgrade program to consult with customers and assist them with
the upgrade process.
If HP stops providing Support on a software product and subsequently renames or reissues a software
product that has similar pricing, features and functionality of the original software product, as
reasonably determined by HP (“Replacement Product”), HP will make available to the customer such
new software product at no additional cost, provided that the customer as paid all applicable Support
fees through to the date of cessation of Support and such Replacement Product is available at no
additional charge to all HP customers current on Support services. However, the customer’s right to
use the Replacement Product will be restricted to the features and functionality existing in the original
Consistent Coverage Policy
HP has a Consistent Coverage requirement for Support services on software. Customers must
consistently support all or none of their licensed software. HP’s consistent coverage policy is as
Customers must either order support for all of their licensed software or elect to support none
of their licensed software on a product-by-product basis.
Add-on modules require consistent support across all related modules.
Customers have the option to support all or none of their software that is in use. This option
requires the customer to sign a Maintenance Decline Notification letter certifying that the
software licenses that will not be supported are no longer in use and will not be put back into
use until after support for those licenses is reinstated.
Operating system change
HP will permit a customer who is current on maintenance to transfer its license rights for the software
on any non-mainframe server-based operating systems to another non-mainframe server-based
operating system that is generally available at the time of the transfer at no charge. Such transfers are
subject to HP’s then current transfer policy and procedures. The customer shall be required to
complete and execute a “NON-MAINFRAME OPERATING SYSTEM CHANGE REQUEST FORM” which may be
obtained from HP upon written request.”
If at any time a software code requires correction during the maintenance delivery cycle, or if the
resolution time has exceeded the expected time as noted, the case can be escalated by request to the
HP Exstream Support escalations manager or your HP Exstream account manager. Support
management will monitor all escalations and notify and involve senior HP management, as required.
Software Support Online (SSO)
Software Support Online (SSO) is an online support portal that provides a fast and efficient way to
access interactive technical support tools needed to manage and optimize your business. SSO provides
you with the following:
Online accesses to the HP knowledgebase of thousands of documents
Online case submittal and tracking
Information on available HP services and Support offerings
Latest information on HP software support
For information about how to navigate SSO and to take full advantage of all of its features, please take
a few minutes to review the online training guide at:
MyUpdates – Software Update Portal
MyUpdates has replaced Software Update Manager for HP Exstream products. You can download the
latest version of software from My Updates. To access My Updates, you will need your HP Passport
login and Support Agreement Identifier (SAID). My Updates can be accessed from the SSO portal at
www.hp.com/software/updates. There are many advantages to My Updates, including the following:
Direct access using a single-sign-on to the portal from SSO (at
www.hp.com/go/hpsoftwaresupport > Downloads or directly through
Easy download of the latest software version under support
Accessible by multiple persons
Support customers can tie their SAID to their HP Passport profile.
SAIDs will be listed in the users view at My Updates under select an SAID. Further information on
MyUpdate can be found in the frequently asked questions section of the My Update portal.
Customers can also register for HP Alerts to receive proactive email notifications of product updates,
obsolescence, and migration information. This can be done at www.hp.com/go/driversignup
In order to keep you updated with the latest support information, you will receive email notifications
from HP’s Subscriber’s Choice. You can sign up to receive email notifications when new software
versions are available.
Visit Subscriber’s Choice at:
Log in using your HP Passport account.
If you have never accessed Subscriber’s Choice before, click the Register button under New
Enter your email address and select your country.
Click the check box next to Driver and Support alerts.
Click the Continue button at the bottom of the page.
Under column A, click the + sign next to Software.
Locate the product of interest and click on it.
Select the product in column B.
Complete the information in the rest of the form and click the Submit button.
You can select additional products by selecting the products in columns A and B on the next
For more information about Subscriber’s Choice,
Customer Support Information Website
HP recommends that you bookmark and frequently review the HP Exstream Customer Support website
at www.hp.com/go/exstreamsupportresources. This site has up-to-the-minute information about
Support alerts, product announcements, helpful documentation, and much more.
You can search for support documentation to help resolve technical questions. Access SSO at
http://www.hp.com/go/hpsoftwaresupport. Enter in the key words to describe your question or issue
in the search box at the top of the page. Click the arrow next to the search box to see the resulting
You can also use the advanced search capability on SSO. After logging into SSO, click the Self Solve tab.
Enter in the key words to describe your question in the search box. Narrow your search results by
selecting the product, version, operating system, and document types of interest. Click the Search
button at the bottom of the page to review your results.
HP Software Support Terms
This support offering is governed by the HP Single Order Terms for Support, unless otherwise specified
in the Support quotation document (“the Terms”). All capitalized terms used in this data sheet, but not
otherwise defined, will have the meaning assigned to them in the Terms. In the event of conflicts
between this data sheet and the Terms, this data sheet shall take precedence. The following additional
terms are hereby incorporated into this datasheet:
HP is not obligated to provide warranty services or support for any claims resulting from:
Improper site preparation, or site or environmental conditions that do not conform to HP’s site
specifications; Customer’s non-compliance with HP specification, statements of work or this
datasheet; Improper or inadequate maintenance or calibration; Customer or third-party media,
software, interfacing, supplies, or other products; Modifications not performed or authorized
by HP; Virus, infection, worm or similar malicious code not introduced by HP; or Abuse,
negligence, accident, loss or damage in transit, fire or water damage, electrical disturbances,
transportation by customer, or other causes beyond HP’s control.
Customer may order support from HP’s current support offerings. Some offerings, features,
and coverage (and related software) may not be available in all countries or areas. In addition,
delivery of support outside of the applicable HP coverage areas may be subject to travel
charges, longer response times, reduced restoration or repair commitments, and reduced
Relocation of any software under support is the responsibility of customer and is subject to
local availability, and may result in changes to support fees. Reasonable advance notice to HP
may be required to begin support after relocation. For software products, any relocation is also
subject to the license terms for such software. Customer may be required to execute amended
or new Transaction Documents as a result of relocation.
HP reserves the right and customer agrees to HP’s use of HP-authorized service providers to
assist in the delivery of support.
Customer will allow HP, at HP’s request and at no additional charge, to modify software to
improve operation, supportability, and reliability, or to meet legal requirements.
Neither party will be liable for performance delays nor for non-performance due to causes
beyond its reasonable control; however, will this provision not apply to customer’s payment
Site and product access
Customer shall provide HP access to the software covered under support; and if applicable,
adequate working space and facilities within a reasonable distance of the software; access to
and use of information, customer resources, and facilities as reasonably determined necessary
by HP to service the software; and the other access requirements described in the this data
sheet. If customer fails to provide such access, resulting in HP’s inability to provide support, HP
shall be entitled to charge customer for the support call at HP’s published service rates.
Customer is responsible for removing any software ineligible for support, as advised by HP, to
allow HP to perform support. If delivery of support is made more difficult because of ineligible
software, HP will charge customer for the extra work at HP’s published service rates.
Customer may purchase available software support for HP branded software only if customer
can provide evidence it has rightfully acquired an appropriate HP license for such software. HP
will be under no obligation to provide support due to any alterations or modifications to the
software not authorized by HP or for software for which customer cannot provide a sufficient
proof of a valid license.
Use of proprietary service tools for support
HP will require customer’s use of certain hardware and/or software system and network
diagnostic and maintenance programs (“Proprietary Service Tools”), as well as certain
diagnostic tools that may be included as part of the customer’s system, for delivery of support
under certain coverage levels. Proprietary Service Tools are and remain the sole and exclusive
property of HP, are provided “as is,” and include, but are not limited to: remote fault
management software, network support tools, Insight Manager, Instant Support, and Instant
Support Enterprise Edition (known as “ISEE”). Proprietary Service Tools may reside on the
customer’s systems or sites. Customer may only use the Proprietary Service Tools during the
applicable support coverage period and only as allowed by HP. Customer may not sell, transfer,
assign, pledge, or in any way encumber or convey the Proprietary Service Tools. Upon
termination of support, customer will return the Proprietary Service Tools or allow HP to
remove these Proprietary Service Tools. Customer will also be required to:
Allow HP to keep the Proprietary Service Tools resident on customer’s systems or in sites and
assist HP in running them;
Install Proprietary Service Tools, including installation of any required updates and
Use the electronic data transfer capability to inform HP of events identified by the
If required, purchase HP-specified remote connection hardware for systems with
remote diagnosis service, and
Provide remote connectivity through an approved communications line.
To reconstruct lost or altered customer files, data, or programs, customer must maintain a
separate backup system or procedure that is not dependent on the software under support.
Customer will implement temporary procedures or workarounds provided by HP while HP
works on permanent solutions
Customer will notify HP if customer uses software in an environment that poses a potential
health or safety hazard to HP employees or subcontractors. HP may require customer to
maintain such software under HP supervision and may postpone service until customer
remedies such hazards.
Customer will have a representative present when HP provides support at customer’s site.
Customer will create and maintain a list of all software under support including: the location of
the software and coverage levels. Customer shall keep the list updated during the applicable
Solution Center Designated Callers
You will identify a reasonable number of callers, as determined by HP and Customer
(“Designated Callers”), who may access HP’s customer Support call centers (“Solution Centers”)
or online help tools.
Solution Center Caller Qualifications
Designated Callers must be generally knowledgeable and demonstrate technical aptitude in
system administration, system management, and, if applicable, network administration and
management and diagnostic testing. HP may review and discuss with you any Designated
Caller’s experience to determine initial eligibility. If issues arise during a call to the Solution
Center that, in HP’s reasonable opinion, may be a result of a Designated Caller’s lack of general
experience and training, you may be required to replace that Designated Caller. All Designated
Documents you may be interested
Documents you may be interested