Datasheet

4 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
Basic Software Support
and Collaborative Call
Management for non-HP
software on eligible HP
hardware products
In cases where the Customer has not purchased HP Foundation Care
support on selected non-HP software products that reside on eligible
hardware equipment covered by HP Foundation Care support, HP will
provide the Basic Software Support and Collaborative Call Management
features as described below, instead of Foundation Care software support
as described in the ‘Software support’ section of table 1.
Basic Software Support on selected non-HP software products is limited
to the following: HP will attempt to resolve problems on these products
by applying or asking the Customer to apply xes that have been made
available or known to HP. In some cases, support may be limited to
communication of a known x available through the installation of a
software update or patch, and the Customer will be directed to available
sources for the applicable updates or patches because access to the
known x requires additional service contracts with the respective
software vendor. If the problem is still not resolved, then Collaborative Call
Management can be initiated at the Customer’s request. Basic Software
Support is available 24 hours per day, 7 days per week.
If HP determines that a problem is caused by a selected independent
vendor’s software and the problem is not resolved by the Customer
applying known, available xes, HP will, at the Customer’s request, initiate
Collaborative Call Management with the independent software vendor.
Collaborative Call Management can be provided only in cases where
appropriate active support agreements are in place with selected vendors
and the Customer has taken the steps necessary to ensure that HP can
submit calls on the Customer’s behalf for the limited purpose of placing
a support call with the vendor. HP will engage the software vendor and
provide information about the Customer’s issue, as obtained during the
Basic Software Support service call. It is then the responsibility of the
independent software vendor to resolve the Customer issue. Once the call
is transitioned to the independent software vendor, the call will be subject
to the support levels of the agreement between the Customer and the
independent vendor.
Once the software vendor is engaged, HP will close the HP call, but the
Customer can resume the service issue with HP if needed by referencing
the original call identication number.
Note: For a list of the non-HP software products eligible for Basic
Software Support and Collaborative Call Management, please refer to
www.hp.com/go/collaborativesupport.
Access to electronic
support information and
services
As part of this service, HP provides the Customer with access to certain
commercially available electronic and Web-based tools. The Customer has
access to:
• Certain capabilities made available to registered users with linked
entitlements, such as downloading selected HP software patches and
rmware updates, subscribing to hardware-related proactive service
notications, and participating in support forums for solving problems
and sharing best practices with other registered users
• Expanded Web-based searches of technical support documents to
facilitate faster problem-solving
• Certain HP proprietary service diagnostic tools with password access
• A Web-based tool for submitting questions directly to HP; the tool helps
to resolve problems quickly with a pre-qualication process that routes
the support or service request to the resource qualied to answer the
question; the tool also allows the status of each support or service
request submitted to be viewed, including cases submitted by telephone
• HP and third-party hosted knowledge databases for certain third-party
products, where Customers can search for and retrieve product
information, nd answers to support questions, participate in support
forums, and download software updates; this service may be limited by
third-party access restrictions
• The Software Updates and Licensing portal, which provides the Customer
with electronic access to receive, proactively manage, and plan for
software product updates; access to the portal is through the HP Support
Center