Datasheet

This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
5
An onsite response time will not apply if the service can be delivered using remote diagnosis, remote support, or other service delivery methods
described above.
If an upfront audit is required by HP, the hardware call-to-repair time commitment will not take effect until five (5) business days after the audit
has been completed. In addition, HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical
audit suggestions are not followed or the audit is not performed within the specified timeframe.
The following are excluded from the call-to-repair time commitment (if applicable):
•
Time for disk mechanism rebuild or sparing procedures
•
Situations where a logical unit number (LUN) may be blocked to preserve data integrity
•
Any restoration/recovery of compromised data
•
Any period of non-availability not directly caused by a hardware fault
HP reserves the right to modify the call-to-repair time commitment as it applies to the Customer's specific product configuration, location, and
environment. This will be established at the time of the support agreement order and is subject to resource availability.
A call-to-repair time commitment does not apply when the Customer chooses to have HP prolong diagnosis rather than execute recommended
recovery procedures.
If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time.
After HP has diagnosed a reported problem to be caused by software included on the selected third-party software product list, a service incident
has been initiated with the third-party vendor on behalf of the Customer, and the third-party vendor support case ID has been communicated to
the Customer, HP will close the case and will not be responsible for providing additional technical support concerning that problem to the
Customer.
Activities such as, but not limited to, the following are excluded from this service:
•
Complex problem resolution covered by the Customer’s support agreement with the third-party vendor
•
Step-by-step installation, configuration, and performance tuning
•
Provision of, right to use, and access to HP or third-party software updates or patches
•
Backup, recovery, and support of the operating system, other software, and data
•
Operational testing of applications, or additional tests requested or required by the Customer
•
Troubleshooting for interconnectivity or compatibility problems
•
Support for network-related problems
•
Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP
•
Services required due to failure of the Customer to take avoidance action previously advised by HP
•
Services that, in the opinion of HP, are required due to improper treatment or use of the product
•
Services that, in the opinion of HP, are required due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify
hardware, firmware, or software
Limitations to the defective media retention service feature option
The defective media retention and comprehensive defective material retention service feature options apply only to eligible data retentive
components replaced by HP due to malfunction. They do not apply to any exchange of data retentive components that have not failed.
Data Retentive components that are specified by HP as consumable parts and/or that have exceeded the maximum supported lifetime and/or the
maximum usage limit as set forth in the manufacturer's operating manual, the product QuickSpecs, or the technical data sheet are not eligible for
the defective media retention or the comprehensive defective material retention service feature option.
Defective media retention service and comprehensive defective material retention service coverage for options designated by HP as requiring
separate coverage, if available, must be configured and purchased separately.
Failure rates on these components are constantly monitored and HP reserves the right to cancel this service with 30 days' notice if HP reasonably
believes that the Customer is overusing the defective media retention or comprehensive defective material retention service feature option (such
as when replacement of defective data retentive components materially exceeds the standard failure rates for the system involved).