Datasheet
11HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
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. 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. Response times
to sites located more than 100 miles (160 km) from an HP-designated support hub will be
modied for extended travel, as shown in the table that follows.
Travel zones and charges, if applicable, may vary in some geographic locations.
Distance from HP-designated
support hub
4-hour hardware onsite
response time
Next-day hardware onsite
response time
0–50 miles (0–80 km) 4 hours Next coverage day
51–100 miles (81–160 km) 4 hours Next coverage day
101–200 miles (161–320 km) 8 hours 1 additional coverage day
201–300 miles (321–480 km) Established at time of order and
subject to availability
2 additional coverage days
More than 300 miles (480+ km) Established at time of order and
subject to availability
Established at time of order and
subject to availability
A hardware call-to-repair time is available for sites located within 50 miles (80 km) of an
HP-designated support hub. Travel zones and charges may vary in some geographic
locations. The hardware call-to-repair time is not available for sites located more than
100 miles (160 km) from an HP-designated support hub. For sites that are located from
51 to 100 miles (81 to 160 km) of an HP-designated support hub, an adjusted hardware
call-to-repair time applies, as shown in the table that follows.
Distance from HP-designated support hub 6-hour hardware call-to-repair time
0–50 miles (0–80 km) 6 hours
51–100 miles (81–160 km) 8 hours
More than 100 miles (160+ km) Not available
Prerequisites
HP, at its sole discretion, may require an audit on the covered products. If such an audit is
required, an HP authorized representative will contact the Customer, and the Customer
will agree to arrange for an audit to be performed within the initial 30-day timeframe.
During the audit, key system conguration information is collected and an inventory of the
covered products is performed. The information gathered in the audit enables HP to plan
and maintain replacement part inventories at the appropriate level and location, and allows
HP to survey and troubleshoot possible future hardware incidents so that repairs can be
completed as quickly and eiciently as possible. At the sole discretion of HP, the audit may be
performed onsite, via remote system access, via remote audit tools, or over the phone.