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Service overview

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 sta 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

• Choice of Foundation Care service-level options

• Escalation management

• HP electronic remote support solution

• Basic Software Support and Collaborative Call

Management for non-HP software on eligible

HP hardware products

• Access to electronic support information and

services

•Hardware support:

• Remote problem diagnosis and support

• Onsite hardware support

• Replacement parts and materials

•Software support:

• Access to technical resources

• License to use software updates

• Software support

• Installation advisory support

• Software features and operational support

• Software product and documentation updates

• HP recommended software and documentation

updates method

•Optional service features:

• Defective media retention (for eligible

hardware products only)

• Comprehensive defective material retention

(for eligible hardware products only)

• Preventive maintenance (for eligible hardware

products only)

Technical data

HP Foundation Care Service

HP Services

Specications

Table 1. Service features

Feature Deliveryspecications

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. Contact a local HP sales oice for detailed information on service

availability and product eligibility.

See table 1 for additional features and descriptions.

HP Foundation Care

service-level options

For products covered by Foundation Care, HP oers three distinct service

levels:

– HP Foundation Care NBD Service

– HP Foundation Care 24x7 Service

– HP Foundation Care CTR Service

The HP Foundation Care portfolio also oers the same three service

levels with the inclusion of hardware defective media retention (DMR) and

comprehensive defection material retention (CDMR) as additional core

features. See table 2 for details on DMR and CDMR.

The details of the HP Foundation Care service levels are outlined in the text

that follows.

Summary of content (17 pages)

PAGE 1
Technical data HP Foundation Care Service HP Services Service feature highlights • Choice of Foundation Care service-level options • Escalation management • HP electronic remote support solution • Basic Software Support and Collaborative Call Management for non-HP software on eligible HP hardware products • Access to electronic support information and services • Hardware support: • Remote problem diagnosis and support • Onsite hardware support • Replacement parts and materials • Software support: • Access
PAGE 2
Table 1. Service features (continued) Feature Delivery specifications HP Foundation Care NBD Hardware support: Service –– Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays.
PAGE 3
Table 1. Service features (continued) Feature Delivery specifications For non-critical incidents (Severity 3 or 4), or at the Customer’s request, HP will work with the Customer to schedule an agreed-upon time for the remedial action to begin, and the call-to-repair time will then start at that time. Incident severity levels are defined in the ‘General provisions/Other exclusions’ section.
PAGE 4
Table 1.
PAGE 5
Table 1. Service features (continued) Feature Delivery specifications Hardware support Remote problem diagnosis and support Once the Customer has placed and HP has acknowledged the receipt of a call as described in the ‘General provisions/Other exclusions’ section, HP will work during the coverage window to isolate the hardware incident and to remotely troubleshoot, remedy, and resolve the incident with the Customer.
PAGE 6
Table 1. Service features (continued) Feature Delivery specifications Replacement parts and materials HP will provide HP-supported replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available engineering improvements required by HP to assure supportability of the product. Replacement parts provided by HP shall be new or functionally equivalent to new in performance. Replaced parts become the property of HP.
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Table 1. Service features (continued) Feature Delivery specifications Software features and operational support HP provides information, as commercially available, on current product features, known problems and available solutions, and operational advice and assistance. Software product and documentation updates As HP releases updates to HP software, the latest revisions of the software and reference manuals are made available to the Customer.
PAGE 8
Table 2. Optional service features (continued) Feature Delivery specifications Optional features available only with HP Contractual Services: Preventive maintenance An HP authorized representative visits the Customer’s site at regularly scheduled intervals as determined by HP. The Customer shall call HP to request and schedule a preventive maintenance visit at the agreed-upon intervals.
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Activities such as, but not limited to, the following are excluded from this service: • Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP • Services that, in the opinion of HP, are required due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify hardware, firmware, or software • Operational testing of applications, or additional tests requested or required by the Customer • Services t
PAGE 10
The following activities or situations will suspend the call-to-repair time calculation (if applicable) until they are completed or resolved: • Any Customer or third-party action or inaction impacting the repair process • Any automated recovery processes triggered by the hardware malfunction, such as disk mechanism rebuild or sparing procedures • Any other activities not specific to the hardware repair but which are required to verify that the hardware malfunction has been corrected, such as rebooting the o
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Software support Software updates are not available for all software products. When this service feature is not available, it will not be included in this service. For some products, software updates include only minor improved features. New software versions must be purchased separately. Travel zones All hardware onsite response times apply only to sites located within 25 miles (40 km) of an HP-designated support hub.
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If an audit is required by HP, it will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call-to-repair time can be put into effect. The hardware call-to-repair time will not take effect until five (5) business days after the audit has been completed. Until such time, service for the covered hardware will be delivered at a 4-hour onsite response time service level.
PAGE 13
Upon HP’s request, the Customer will be required to support HP’s remote problem resolution efforts.
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The Customer will: • Take responsibility for registering to use the HP or third-party vendor’s electronic facility in order to access knowledge databases and obtain product information; HP will provide registration information to the Customer as required; additionally, for certain products, the Customer may be required to accept vendor-specific terms for use of the electronic facility • Retain and provide to HP upon request, all original software licenses, license agreements, license keys, and subscription
PAGE 15
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 16
General provisions/Other exclusions Distribution of certain third-party software updates, license agreements, and license keys may be made directly from the third-party vendor to the Customer, as applicable. When this service is provided for a solution that is composed of multiple HP and/or thirdparty products, software support will be offered only on updates that are made available for the solution by HP.
PAGE 17
To obtain further information or to order HP Foundation Care Service, contact a local HP sales representative and reference the following product numbers (x denotes the service length in years; options are 1, 3, 4, or 5 years, or “C” for contractual services).