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HP Technology Services are governed by the HP Single Order Terms for Support or the HP Care Pack

Support Service Agreement, or applicable HP Customer Agreement, or Customer's purchase agreement

with HP.

HP Hardware Support Onsite Service - Americas

HP Care Pack Services

Technical data

HP Hardware Support Onsite Service provides high-quality remote assistance and onsite support for

your covered hardware, helping you to improve product uptime.

You have the flexibility to choose between different service-level options featuring different response

times and coverage windows, as well as between several coverage periods to address your specific

service needs.

Service benefits

•

Help improve or maintain system uptime

•

Convenient onsite support

•

Reliable response times

Service feature highlights

•

Remote problem diagnosis and support

•

Onsite hardware support

•

Materials included

•

Service-level options with different coverage windows and response times

•

Work to completion

•

Escalation management

•

Access to electronic support information and services

•

Electronic remote monitoring and support, standard configuration (for eligible products only)

Summary of content (9 pages)

PAGE 1
HP Hardware Support Onsite Service - Americas HP Care Pack Services Technical data HP Hardware Support Onsite Service provides high-quality remote assistance and onsite support for your covered hardware, helping you to improve product uptime. You have the flexibility to choose between different service-level options featuring different response times and coverage windows, as well as between several coverage periods to address your specific service needs.
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Specifications Table 1. Service features Feature Delivery specifications Remote problem diagnosis and support Once the Customer has placed a service request via a designated HP support telephone number, HP will work with the Customer during the coverage window to isolate the hardware problem and to remotely troubleshoot, remedy, and resolve the problem with the Customer.
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Work to completion 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 operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available.
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Defective media retention For eligible products, this service feature option allows the Customer to retain defective hard disk or SSD/Flash drive components that the Customer does not want to relinquish due to sensitive data contained within the disk ("Disk or SSD/Flash Drive") covered under this service. All Disk or SSD/Flash Drives on a covered system must participate in the defective media retention.
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4-hour response, standard business hours (9x5) Service is available during the coverage window, 9 hours per day, between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. 4-hour response, extended business hours (13x5) Service is available during the coverage window, 13 hours per day, between 8:00 a.m. and 9:00 p.m. local time, Monday through Friday excluding HP holidays.
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Distance from HP designated support hub 4-hour onsite response time Next-/Third-day response time 0-100 miles (0-160 km) 4 hours Next/Third coverage day 101-200 miles (161-320 km) 8 hours 1 additional coverage day 201-300 miles (321-480 km) Established at time of order and subject to resource availability 2 additional coverage days Beyond 300 miles (480 km) Established at time of order and subject to resource availability Established at time of order and subject to resource availability Cover
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Customer responsibilities If required by HP, the Customer or HP Authorized Representative must register the hardware product to be supported within ten (10) days of purchase of this service, using the registration instructions within the Care Pack or the e-mail document provided by HP, or as otherwise directed by HP. In the event a covered product changes location, registration (or a proper adjustment to existing HP registration) is to occur within ten days of the change.
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Service limitations At the discretion of HP, service will be provided using a combination of remote diagnosis and support, services delivered onsite, and other service delivery methods. Other service delivery methods may include the delivery via a courier of customer-replaceable parts such as a keyboard, a mouse, other parts classified as Customer Self Repair parts, or an entire replacement product. HP will determine the appropriate delivery method required to provide effective and timely Customer support.
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Ordering information All components installed in the same BladeSystem enclosure (server blades, storage blades, interconnects, SAN switches etc.) must be ordered with the same service level as the enclosure, if that service level is available. Availability of service features and service levels may vary according to local resources and may be restricted to eligible products and geographic locations.