Datasheet

This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
7
Distance from HP designated support hub 6-hour hardware call-to-repair time commitment
0-50 miles (0-80 km) 6 hours
51-100 miles (81-160 km) 8 hours
Beyond 100 miles (160 km) Not available
Prerequisites
In order for HP to provide collaborative call management, the Customer must have an active support agreement with the software vendor that
includes the required service level and features that allow the Customer to place calls and receive support from the vendor. If the vendor requires
it, the Customer will take any steps necessary to ensure that HP can submit calls on the Customer’s behalf. In addition, the Customer must provide
HP with the appropriate information needed for HP to initiate a service call with the software vendor on the Customer‘s behalf.
For hardware onsite response time options, HP strongly recommends that the Customer install and operate the appropriate HP remote support
solution, with a secure connection to HP, in order to enable the delivery of the service. For hardware call-to-repair time commitments, HP requires
that the Customer install and operate the appropriate HP remote support solution, with a secure connection to HP, in order to enable the delivery
of the service. Please contact a local HP representative for further details on requirements, specifications, and exclusions. If the Customer does
not deploy the appropriate HP remote support solution, HP may not be able to provide the service as defined and is not obligated to do so.
Additional charges will be applied for onsite installation of non-customer-installable firmware if the Customer does not deploy the appropriate
HP remote support solution in cases where they are recommended and available. Installation of customer-installable firmware is the
responsibility of the Customer. Additional charges will apply if the Customer requests that HP install customer-installable firmware and software
updates. Any additional charges to the Customer will be on a time-and-materials basis, unless otherwise previously agreed to in writing by HP and
the Customer.
HP, at its sole discretion, may require an audit on the covered products. If such an audit is required, an HP authorized representative will contact
the Customer, and the Customer will agree to arrange for an audit to be performed within the initial 30-day timeframe. During the audit, key
system configuration information is collected and an inventory of the covered products is performed. The information gathered in the audit
enables HP to plan and maintain replacement part inventories at the appropriate level and location, and allows HP to survey and troubleshoot
possible future hardware incidents so that repairs can be completed as quickly and efficiently as possible. At the sole discretion of HP, the audit
may be performed onsite, via remote system access, via remote audit tools, or over the phone.
If an audit is required by HP, it will take 30 days from the time this service is purchased to set up and perform the audits and processes that must
be completed before the hardware call-to-repair time commitment can be put in effect. The hardware call-to-repair time commitment will not
take effect until five (5) business days after the audit has been completed. Until such time, service for the covered hardware will be delivered at a
4-hour onsite response time service level.
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, unless the delay is caused by HP.
Customer responsibilities
If the Customer does not act upon the specified Customer responsibilities, at HP’s discretion, HP or the HP authorized service provider i) will not be
obligated to deliver the services as described, or ii) will perform such service at the Customer’s expense at the prevailing time and material rates.
The Customer must meet the prerequisites detailed above to be eligible for this service.
If required by HP, the Customer or HP authorized representative must activate the hardware product to be supported within 10 days of purchase
of this service, using the registration instructions provided by HP, or as otherwise directed by HP. In the event that a covered product changes
location, activation and registration (or a proper adjustment to an existing HP registration) are to occur within 10 days of the change.
The Customer will:
•
Retain, and provide to HP upon request, all original software licenses, license agreements, license keys, and subscription service registration
information, as applicable for this service