Datasheet

12 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
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 eect. The hardware call-to-repair time will not take eect
until ve (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.
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 specied timeframe, unless the delay is caused by HP.
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. Please contact
a local HP representative for further details on requirements, specications, and exclusions.
If the Customer does not deploy the appropriate HP remote support solution, HP may not be
able to provide the service as dened and is not obligated to do so.
Additional charges will be applied for onsite installation of non-customer-installable
rmware if the Customer does not deploy the required remote support solution in cases
where they are recommended and available. Installation of customer-installable rmware is
the responsibility of the Customer. There will be additional charges if the Customer requests
that HP install customer-installable rmware and software updates. Any additional charges
to the Customer will be on a time and material basis, unless otherwise previously agreed to
in writing by HP and the Customer.
To be eligible to purchase this service, the Customer must be properly licensed to use a
currently supported revision of the software at the time the support agreement coverage
begins; otherwise, additional charges may be applied to bring the Customer into service
eligibility.
For Customers with licenses to rmware-based software products (features implemented
in rmware activated by the purchase of a separate software license product) or licensed
rmware, the Customer must also have, if available, an active HP Foundation Care Support
agreement for that product to receive, download, install, and use related rmware updates.
HP will provide, install, or assist the Customer with the installation of rmware updates as
previously described in this document only if the Customer has the license to use the related
software updates for each system, socket, processor, processor core, or end-user software
license as allowed by the original HP or original manufacturer software license terms.
Customer responsibilities
If the Customer does not act upon the specied Customer responsibilities, HP or the HP
authorized service provider will, at HP’s discretion, i) not be obligated to deliver the services
as described or ii) perform such service at the Customer’s expense at the prevailing time and
materials rates.
The Customer must provide accurate and complete information in a timely manner as
required for HP to perform the services.
The call-to-repair time is subject to the Customer providing immediate and unrestricted
access to the system, as requested by HP. The call-to-repair time does not apply when
system access, including physical, remote troubleshooting, and hardware diagnostic
assessments, is delayed or denied. If the Customer requests scheduled service, the call-to-
repair time period begins at the agreed-upon scheduled time.