Datasheet

2 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Table 1. Service features (continued)
Feature Deliveryspecications
HP Foundation Care NBD
Service
Hardware support:
– 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.
– Onsite response time: Next-business-day onsite response: For incidents
with covered hardware that cannot be resolved remotely, HP will use
commercially reasonable eorts to respond onsite the next business
day. An HP authorized representative will arrive at the Customer’s site
during the coverage window to begin hardware maintenance service the
next coverage day after the call has been received and acknowledged
by HP. Onsite response time species the period of time that begins
when the initial call has been received and acknowledged by HP, as
described in the ‘General provisions/Other exclusions’ section.’ The
onsite response time ends when the HP authorized representative
arrives at the Customer’s site, or when the reported event is closed with
the explanation that HP has determined it does not currently require an
onsite intervention. Calls received outside the coverage window will be
acknowledged the next coverage day and serviced within the following
coverage day.
Software support:
– 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.
– Remote response time: Once a software problem is logged, an HP
Solution Center engineer will respond to the call within two hours, as
noted in the ‘Software support’ section of table 1.
HP Foundation Care 24x7
Service
Hardware support:
– Coverage window: 24x7: Service is available 24 hours per day, 7 days per
week including HP holidays.
– 4-hour onsite response: For incidents with covered hardware that
cannot be resolved remotely, HP will use commercially reasonable
eorts to respond onsite within 4 hours. An HP authorized
representative will arrive at the Customer’s site during the coverage
window to begin hardware maintenance service within four hours of
the call having been received and acknowledged by HP. Onsite response
time species the period of time that begins when the initial call has
been received and acknowledged by HP, as described in the ‘General
provisions/Other exclusions’ section. The onsite response time ends
when the HP authorized representative arrives at the Customer’s site,
or when the reported event is closed with the explanation that HP has
determined it does not currently require an onsite intervention.
Software support:
– Coverage window: 24x7: Service is available 24 hours per day, 7 days per
week including HP holidays.
– Remote response time: Once a software problem is logged, an HP
Solution Center engineer will respond to the call within two hours, as
noted in the ‘Software support’ section of table 1.
HP Foundation Care CTR
Service
Hardware support:
– Coverage window: 24x7: Service is available 24 hours per day, 7 days per
week including HP holidays.
– 6-hour call-to-repair time: For critical incidents (Severity 1 or 2), HP will
use commercially reasonable eorts to return the covered hardware to
operating condition within 6 hours after the initial service request has
been received. Availability of call-to-repair times is dependent on the
proximity of the Customer site to an HP-designated support hub, as
described in the ‘Travel zones’ section.