Datasheet

13HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Upon HP’s request, the Customer will be required to support HP’s remote problem resolution
eorts. The Customer will:
• Start self-tests and install and run other diagnostic tools and programs
• Install customer-installable software and rmware updates and patches
• Run data collection ‘scripts‘ on behalf of HP when they cannot be initiated from HP Remote
Support Technology
• Provide all information necessary for HP to deliver timely and professional remote support
and to enable HP to determine the level of support eligibility
• Perform other reasonable activities to help HP identify or resolve problems, as requested
by HP
The Customer is responsible for installing, in a timely manner, critical customer-installable
rmware updates, as well as CSR parts and replacement products delivered to 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 materials basis, unless otherwise previously agreed to in writing by HP and the
Customer.
The Customer is responsible for installing and conguring all supported devices and
maintaining the appropriate HP Remote Support Technology with a secure connection to HP.
The Customer is responsible for providing all necessary resources in accordance with the
HP remote support solution release notes in order to enable the delivery of the service and
options. The Customer must also provide any hardware required to host the remote support
solution. When an HP remote support solution is installed, the Customer must also maintain
the contact details congured in the remote support solution that HP will use in responding
to a device failure. The Customer should contact a local HP representative for further details
on requirements, specications, and exclusions. For scheduled calls, the Customer shall
promptly make the equipment available to HP for remedial activities at the agreed-upon
time.
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. In the event that HP does not receive the defective part or product within
the designated time period or if the part or product is degaussed or otherwise physically
damaged upon receipt, the Customer will be required to pay the HP list price less any
applicable discounts for the defective part or product, as determined by HP.
In order for HP to provide Collaborative Call Management, the Customer must have an
active support agreement with the software vendor that includes the required service level
and features that allow the Customer to place calls and receive support from the vendor.
If the vendor requires it, the Customer will take any steps necessary to ensure that HP can
submit calls on the Customer’s behalf. In addition, the Customer must provide HP with the
appropriate information needed for HP to initiate a service call with the software vendor
on behalf of the Customer. HP will not be able to transfer calls to the vendor and assumes
no responsibility for failure to do so. HP’s obligations are limited to the placement of
support calls only. Purchase of Collaborative Call Management does not assign the support
agreement between the Customer and vendor to HP. The Customer remains responsible
for the performance of its obligations under such agreements, which include payment of all
applicable fees, including any fees that may apply as a result of logging calls with the vendor.
HP is not liable for the performance or non-performance of third-party vendors, their
products, or their support services.