Datasheet
13HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
• Services required due to failure of the Customer to take preventative action previously
advised by HP
• Backup and recovery of the operating system, other software and data
• Implementation of any HP recommendations provided as part of this service
• Installation of any Customer-installable rmware and/or software updates
Hardware call-to-repair commitment
If an upfront audit is required by HP, the hardware call-to-repair time commitment will not
take eect until ve (5) business days after the audit has been completed. In addition, HP
reserves the right to downgrade service to an on-site response time or cancel the service
contract if critical audit suggestions are not followed or the audit is not performed within the
specied timeframe.
Hardware call-to-repair time options are specied in the ’Service feature highlights’ section
(see table 3). All call-to-repair times are subject to local availability. Contact a local HP sales
oice for detailed information on availability.
The hardware repair time commitment may vary for specic products.
A call-to-repair time commitment does not apply when the Customer chooses to have HP
prolong diagnosis rather than execute recommended server recovery procedures.
If the Customer requests scheduled service, the repair timeframe begins from the agreed-
upon scheduled time.
Call-to-repair time commitments and on-site response times do not apply to the repair or
replacement of defective or depleted batteries for selected enterprise storage arrays and
enterprise tape products.
At the discretion of HP, service will be provided using a combination of remote diagnosis
and support, services delivered on-site 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, certain hard disk drives and other parts classied by HP as Customer
Self Repair (CSR) parts, or an entire replacement product. HP will determine the appropriate
delivery method required to provide eective and timely Customer support and meet the
call-to-repair time commitment, if applicable.
If the Customer agrees to the recommended CSR and a CSR part is provided to return the
system to operating condition, the on-site service level shall not apply. In such cases, HP
practice is to express ship to the Customer location the CSR parts that are critical to the
product’s operation. For more details on the CSR process and parts, please refer to
hp.com/go/selfrepair.
The following activities or situations will suspend the call-to-repair time calculation
(if applicable) until they are completed or resolved:
• Any Customer or third-party action or inaction impacting the repair process
• Any automated recovery processes triggered by the hardware malfunction, such as disk
mechanism rebuild or sparing procedures
• Any other activities not specic to the hardware repair but required to verify that the
hardware malfunction has been corrected, such as rebooting the operating system
HP reserves the right to modify the call-to-repair time commitment as it applies to the
Customer’s specic product conguration, location and environment. This is established at
the time of the support agreement order and is subject to resource availability.