Datasheet

5HP 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
Hardware support
Remote problem
diagnosis and support
Once the Customer has placed and HP has acknowledged the receipt of a
call as described in the ‘General provisions/Other exclusions’ section, HP
will work during the coverage window to isolate the hardware incident
and to remotely troubleshoot, remedy, and resolve the incident with the
Customer. Prior to any onsite assistance, HP may initiate and perform
remote diagnostics using electronic remote support solutions to access
covered products, or HP may use other means available to facilitate remote
incident resolution.
HP will provide telephone assistance for the installation of customer-
installable rmware and Customer Self Repair (CSR) parts during the
service coverage window.
Regardless of the Customer’s coverage window, incidents with covered
hardware can be reported to HP via telephone or Web portal, as locally
available, or as an automated equipment reporting event via the HP
electronic remote support solutions 24 hours a day, 7 days a week. HP
will acknowledge the receipt by logging the call, assigning a case ID,
and communicating that case ID to the Customer. HP retains the right to
determine the nal resolution of all reported incidents.
Onsite hardware support For hardware incidents that cannot, in HP’s judgment, be resolved
remotely, an HP authorized representative will provide onsite technical
support on covered hardware products to return them to operating
condition. For certain products, HP may, at its sole discretion, elect to
replace such products in lieu of repairing them. Replacement products are
new or functionally equivalent to new in performance. Replaced products
become the property of HP.
Once an HP authorized representative arrives at the Customer’s site, the
representative will continue to deliver the service, either onsite or remotely,
at the discretion of HP, until the products are repaired. Work may be
temporarily suspended if parts or additional resources are required, but
work will resume when they become available. Work to completion may
not apply to onsite support provided for desktop, mobile, and consumer
products.
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced.
‘Fix-on-Failure’: In addition at time of onsite technical support delivery, HP
may:
• Install available engineering improvements to help the Customer ensure
proper operation of the hardware products and maintain compatibility
with HP-supplied hardware replacement parts.
• Install available rmware updates dened by HP as non-customer-
installable that, in the opinion of HP, are required to return the covered
product to operating condition or to maintain supportability by HP and for
which the Customer has the required license to use, if applicable.
‘Fix-on-Request’: In addition, at the Customer’s request, HP will install
during coverage hours critical rmware updates dened by HP as non-
customer-installable and for which the Customer has the required license
to use, if applicable. Critical rmware updates are rmware updates
recommended by the HP product division for immediate installation.
Notwithstanding anything to the contrary in this document or HP’s current
standard sales terms, HP will, for select enterprise storage arrays and
enterprise tape products, cover and replace defective or depleted batteries
that are critical to the proper operation of the covered product.