Datasheet

12 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Service limitations
Services provided within the scope of one Proactive Care support contract are restricted
to the IT environment under the direct day-to-day management of one IT manager, in one
country. Unless otherwise specied or arranged, proactive and consultative services are
performed during standard HP business hours. Except as otherwise noted in this document,
the scope of HP Proactive Care Service is limited to the products under the Proactive Care
support contract.
In cases where the Customer purchases additional Proactive Care support, the existing
service delivery schedule will be utilised. If a dierent delivery schedule is preferred by
the Customer, the Customer has the opportunity at the start of the service to specify a new
delivery schedule. Deliverables will be provided based on the timeline of the delivery
schedule.
Proactive capabilities of this service require the HP Remote Support Technology tool suite.
Some devices and congurations may not be supported by the technologies. In these
instances, HP will provide the Customer with the steps required to collect the required
information and send it to HP so that those devices can be included in the reports. The
current supported devices list is available as part of the release notes for Insight Remote
Support found at hp.com/go/insightremotesupport.
Scope of products covered
This service is available for selected servers, software, storage devices, storage arrays,
network devices and storage area networks only, as noted at
hp.com/go/proactivecaretechnology.
The features of this service may dier or be limited, based on specic devices or software.
Please check with an HP sales oice for specic limitations and local availability.
Problem prevention recommendations are based on published revisions of generally
available updates based on the devices under the Proactive Care contract and as congured
in the Remote Support Technology.
General limitations
The HP delivery sta will provide the required proactive deliverables during standard HP
business hours, between 8:00 a.m. and 5:00 p.m. local time on standard business days,
excluding HP holidays either remotely or on-site, at the discretion of HP.
Support outside standard business hours is purchased separately and is subject to local
availability.
HP retains the right to determine the nal resolution of all service requests.
Activities such as, but not limited to, the following are excluded from this service:
• Services required due to failure of the Customer to incorporate any system x, repair, patch
or modication provided to the Customer by HP
• Services that, in the opinion of HP, are required due to unauthorised attempts by non-HP
personnel to install, repair, maintain or modify hardware, rmware or software
• Operational testing of applications or additional tests requested or required by the
Customer
• Services that, in HP’s opinion, are required due to improper treatment or use of the
products or equipment