Datasheet

16 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
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 third-
party products, software support will be oered only on updates that are made available
for the solution by HP. HP will acknowledge a call by logging a case, communicating the case
ID to the Customer, and conrming the Customer’s incident severity and time requirements
for the start of remedial action. Note: For events received via HP electronic remote support
solutions, HP is required to contact the Customer, determine the incident severity with the
Customer, and arrange access to the system before the hardware call-to-repair time or
hardware onsite response time period can start.
Onsite hardware support response times and call-to-repair times, as well as software
support remote response times, may dier depending on incident severity. The Customer
determines the incident severity level.
Incident severity levels are dened as follows:
• Severity 1—Critical Down: for example, the production environment is down; a production
system or production application is down or at severe risk; data corruption, loss, or risk has
occurred; business is severely aected; there are safety issues
• 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 signicant impact on business
• Severity 3—Normal: for example, a non-production system (e.g., test system) is down
or degraded; a production system or production application has been degraded with a
workaround in place; non-critical functionality has been lost; there is limited impact on the
business
• Severity 4—Low: there is no business or user impact
Ordering information
For products containing individually sold and supported units or options, all individually sold
and supported units or options must be on contract and at the same service level as the base
product if that service level is available on those units or options.
Software support must be purchased for each system, processor, processor core, or end
user in the Customer’s environment that will require support.
Availability of service features and service levels may vary according to local resources and
may be restricted to eligible products and geographic locations.
To order the service with the comprehensive defective material retention service feature, the
defective media retention service feature must also be ordered.