Datasheet

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This data sheet is governed by HP’s current standard sales terms or, if applicable, the

Customer’s purchase agreement with HP.

Technical data

HP Foundation Care Service

HP Services

HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the

availability of your IT infrastructure. HP technical resources work with your IT team to help you resolve hardware and software problems with HP

and selected third-party products.

For hardware products covered by HP Foundation Care, the service includes remote diagnosis and support, as well as onsite hardware repair if it is

required to resolve an issue. For eligible HP hardware products, this service may also include Basic Software Support and Collaborative Call

Management for selected non-HP software. Contact HP for more information and determination regarding which eligible software products may

be included as part of your hardware product coverage. For software products covered by HP Foundation Care, HP provides remote technical

support and access to software updates and patches. HP releases updates to software and reference manuals as soon as they are made available

for selected HP-supported software products for each system, processor, processor core, and end user, as allowed by HP or the original

manufacturer software license. Updates for selected HP-supported third-party software products are included as they are made available from

the original software manufacturer.

In addition, HP Foundation Care Service provides electronic access to related product and support information, enabling any member of your IT

staff to locate this commercially available essential information. For third-party products, access is subject to availability of information from the

original manufacturer.

You can choose from a set of reactive support levels to meet your business and operational needs.

Service feature highlights

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Choice of Foundation Care service-level options

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Escalation management

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HP electronic remote support solution

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Basic Software Support and Collaborative Call Management for non-HP software on eligible HP hardware products

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Access to electronic support information and services

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Hardware support:

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Remote problem diagnosis and support

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Onsite hardware support

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Replacement parts and materials

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Software support:

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Access to technical resources

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License to use software updates

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Software support

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Installation advisory support

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Software features and operational support

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Software product and documentation updates 

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HP recommended software and documentation updates method 

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Optional service features:

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Defective media retention (for eligible hardware products only)

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Comprehensive defective material retention (for eligible hardware products only)

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Preventive maintenance (for eligible hardware products only)

Summary of content (12 pages)

PAGE 1
Technical data HP Foundation Care Service HP Services HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. HP technical resources work with your IT team to help you resolve hardware and software problems with HP and selected third-party products.
PAGE 2
Specifications Table 1. Service features Feature Delivery specifications The HP Foundation Care service-level options noted below are product dependent. Hardware support coverage windows and response times will apply to covered hardware products, and software support coverage windows and response times will apply to covered software products. All coverage windows are subject to local availability. Product eligibility may vary.
PAGE 3
Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced. HP is not liable for any lost data, and the Customer is responsible for implementing appropriate backup procedures. Verification by HP may be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verification of proper operation.
PAGE 4
• HP and third-party hosted knowledge databases for certain third-party products, where Customers can search for and retrieve product information, find answers to support questions, participate in support forums, and download software updates; this service may be limited by third-party access restrictions • The Software Updates and Licensing portal, which provides the Customer with electronic access to receive, proactively manage, and plan for software product updates; access to the portal is through the HP
PAGE 5
Software support Once a software problem is logged, an HP Solution Center engineer will respond to the call within two hours. Calls received and answered outside the service coverage window will be logged the next day for which the Customer has a service coverage window (may vary by geographic location). HP provides corrective support to resolve identifiable and customer-reproducible software product problems. HP also provides support to help the Customer identify problems that are difficult to reproduce.
PAGE 6
Preventive maintenance services will be delivered between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays, regardless of the selected coverage window. Availability and deliverables may vary by region. Information in the following sections covers all features available with both HP Foundation Care Pack services and HP Foundation Care contractual services. Service limitations HP retains the right to determine the final resolution of all service requests.
PAGE 7
If an upfront audit is required by HP, the hardware call-to-repair time will not take effect until five (5) business days after the audit has been completed. In addition, HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe. The hardware repair time may vary for specific products.
PAGE 8
Travel zones All hardware onsite response times apply only to sites located within 25 miles (40 km) of an HP-designated support hub. Travel to sites located within 200 miles (320 km) of an HP-designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP-designated support hub, there will be an additional travel charge. Travel zones and charges may vary in some geographic locations.
PAGE 9
For hardware onsite response time options, HP strongly recommends that the Customer install and operate the appropriate HP remote support solution, with a secure connection to HP, in order to enable the delivery of the service. For hardware call-to-repair times, HP requires that the Customer install and operate the appropriate HP remote support solution, with a secure connection to HP, in order to enable the delivery of the service.
PAGE 10
In cases where CSR parts or replacement products are shipped to resolve a problem, the Customer is responsible for returning the defective part or product within a time period designated by HP.
PAGE 11
Coverage This service provides coverage for eligible HP- or Compaq-branded hardware products and HP-supported and -supplied internal components such as memory and DVD-ROM drives, as well as attached HP- or Compaq-branded accessories purchased together with the main product, such as mouse, keyboard, docking station, AC power adapter, and external monitor up to 22 inches or less in size.
PAGE 12
• Severity 2—Critically Degraded: for example, the production environment is severely impaired; a production system or production application has been interrupted or compromised; there is risk of reoccurrence; there is significant impact on business • Severity 3—Normal: for example, a non-production system (e.g.