Datasheet
3HP 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 Deliveryspecications
For non-critical incidents (Severity 3 or 4), or at the Customer’s request,
HP will work with the Customer to schedule an agreed-upon time for the
remedial action to begin, and the call-to-repair time will then start at that
time. Incident severity levels are dened in the ‘General provisions/Other
exclusions’ section.
Call-to-repair time refers to the period of time that begins when the initial
service request has been received and acknowledged by HP or at the start
time for work scheduled in agreement with the Customer, as specied in
the ‘General provisions/Other exclusions’ section. Call-to-repair time ends
with HP’s determination that the hardware is repaired, or when the service
request is closed with the explanation that HP has determined that no
onsite intervention is required.
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced.
HP is not liable for any lost data, and the Customer is responsible for
implementing appropriate backup procedures. Verication by HP may
be accomplished by the completion of a power-on self-test, standalone
diagnostic, or visual verication of proper operation. At its sole discretion,
HP will determine the level of testing necessary to verify that the hardware
is repaired. At its sole discretion, HP may temporarily or permanently
replace the product in order to meet the call-to-repair time. Replacement
products are new or functionally equivalent to new in performance.
Replaced products become the property of HP.
It will take 30 days from the time this service is purchased to set up and
perform necessary audits and processes so that the hardware call-to-
repair time can be put in eect. During this initial 30-day period and for up
to 5 additional business days after the audit is completed, HP will provide a
4-hour onsite response time.
Enhanced parts inventory management
To support HP call-to-repair times, an inventory of critical replacement
parts is maintained for Customers who have selected the call-to-repair
option. This inventory is stored at an HP-designated facility. These parts
are managed to allow for increased inventory availability and are accessible
to HP authorized representatives responding to eligible service requests.
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.
The HP Foundation Care support features noted below are product
dependent. HP will provide the hardware support features for covered
hardware products and the software support features for covered software
products.
Escalation management HP has established formal escalation procedures to facilitate the resolution
of complex problems. Local HP management coordinates problem
escalation by enlisting the skills of appropriate HP resources to assist
the Customer with problem-solving. For selected third-party software
products for which HP is providing software support and update services,
HP will follow the agreed-upon escalation processes established between
HP and the third-party vendor to assist with problem resolution.
HP electronic remote
support solution
For eligible products, the HP electronic remote support solution provides
robust troubleshooting and repair capabilities. It can include remote
system access solutions and may oer a convenient central point of
administration and an enterprise view of open incidents and history. An
HP support specialist will only use the remote system access with the
Customer’s authorization. The remote system access may enable the HP
support specialist to provide more eicient troubleshooting and faster
problem resolution.