Datasheet

This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
9
Coverage
This service provides coverage for eligible HP or Compaq-branded hardware products and HP supported and supplied internal components, such
as memory and DVD-ROM drives, as well as attached HP or Compaq-branded accessories purchased together with the main product, such as
mouse, keyboard, docking station, AC power adapter, and external monitor 22 inches or less in size.
Notwithstanding anything in this document, service purchased on the main product does not extend to all options. Service coverage for certain
options must be configured and purchased separately; otherwise, standard warranty terms apply. For a complete list of the HP ProLiant and
BladeServer options that require separate service coverage, please visit http://hp.com/go/excludedoptions.
For some servers and storage products, CPUs, disks, and other major internal and external components and HP designated Premium Options will
be covered if support has been configured accordingly and they are listed in the contract's equipment list (if applicable).
For HP point-of-sale (POS) systems and bundled product solutions such as retail solutions, kiosks, or carts, this service covers the base unit as
well as attached HP-branded peripherals such as cash drawers, printers, pole displays for monitors, and bar-code readers or handheld scanners
that have been sold as part of the POS or bundled product solution.
Coverage for eligible multivendor systems includes all standard vendor-supplied internal components and the external monitor, keyboard, and
mouse.
Consumable items including, but not limited to, removable media, batteries and tablet PC pens, maintenance kits, and other supplies, as well as
user maintenance and non-HP devices, are not covered by this service.
For replacement parts or components that are discontinued, an upgrade path may be required. Upgrades for discontinued parts or components
may in some cases result in additional charges to the Customer. HP will work with the Customer to recommend a replacement. Not all
components will have available replacements in all countries due to local support capabilities.
For ProLiant servers and storage systems, the service on the main product covers HP-branded hardware options not designated by HP as
requiring separate coverage, that are qualified for the server, purchased at the same time or afterward, and internal to the enclosure. The service
also covers external monitors up to 22 inches in size and tower UPS products during their supported life of up to 5 years beyond sales
discontinuance. These items will be covered at the same service level as the main product.
For BladeSystem enclosures, this service covers the enclosure, power supplies, fans, enclosure devices, and options not designated by HP as
requiring separate coverage.
For ProLiant servers, storage or BladeSystem enclosures installed within a rack, the service also covers HP qualified rack options not designated
by HP as requiring separate coverage. Coverage includes UPS products not exceeding 12 kVA, KVM switch, console, and PDU, installed within the
same rack, during the supported life of up to 5 years beyond sales discontinuance. The UPS battery is covered separately under its own warranty
terms and conditions.
General provisions/Other exclusions
HP will acknowledge a call by logging a case, communicating the case ID to the Customer, and confirming the Customer’s incident severity and
time requirements for commencement of remedial action. Note: For events received via the HP electronic remote support solutions, HP is
required to contact the Customer, determine the incident severity with the Customer, and arrange access to the system before the hardware
call-to-repair time or hardware onsite response time period can start.
Hardware support onsite response times and call-to-repair time commitments may differ depending on incident severity. The Customer
determines the incident severity level.
Incident severity is defined as:
•
Severity 1—Critical down: for example, production environment down: production system or production application down/at severe risk; data
corruption/loss or risk; business severely affected; safety issues
•
Severity 2—Critically degraded: for example, production environment severely impaired; production system or production application
interrupted/compromised; risk of reoccurrence; significant impact on business
•
Severity 3—Normal: for example, non-production system (e.g., test system) down or degraded; production system or production application
degraded with workaround in place; non-critical functionality lost; limited impact on the business