Datasheet
16 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
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 eect. The hardware call-to-repair time
commitment will not take eect until ve (5) business days after the audit has been
completed. Until such time, service for the covered hardware will be delivered at a 4-hour
on-site response time service level.
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, unless the delay is caused by HP.
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
The installation and use of HP Remote Support Technology, including the installation and
enabling of any agents and data transfer to HP, is required to deliver the problem prevention
and remote monitoring service features of Proactive Care Service. During any such time that
the Customer has not deployed the Remote Support Technology solution, HP is not obliged
to provide the proactive scan and rmware release and software patching analysis and
recommendations deliverables, and the Customer remains responsible for full payment of
all fees associated with the provision of the Proactive Care Service.
Installation of customer-installable rmware and software is the responsibility of the Customer.
There will be additional charges if the Customer requests that HP install customer-installable
rmware 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.
To be eligible to purchase this service, the Customer must be properly licensed to use the
revision of the software product that is current at the beginning of the support agreement
period; otherwise, an additional charge may be applied to bring the Customer into service
eligibility.
The Personalised Support option may be purchased only if the Customer has an existing
Proactive Care agreement or is purchasing the option with HP Proactive Care Service at
the same time. The Personalised Support Additional Day option may be added only if the
Customer has an existing Proactive Care Personalised support agreement or is purchasing
the optional additional days with Personalised Support at the same time.
Customer responsibilities
If the Customer does not act upon the specied Customer responsibilities, HP or the HP-
authorised service provider will, at HP’s discretion, i) not be obliged to deliver the services as
described or ii) perform such service at the Customer’s expense at the prevailing time and
materials rates.
The Customer must provide accurate and complete information in a timely manner as
required for HP to perform the services.
For the core proactive services provided with Proactive Care, the Customer will provide HP
with the appropriate system manager contact information (name, email, phone number) for
the primary person responsible for the operational viability of the Proactive Care covered
infrastructure. When the Customer has purchased the Personalised Support option for
Proactive Care, the Customer will identify a focal point and an internal Customer team to
work collaboratively with the HP account support manager for deliverables provided with
this option.