Datasheet

8 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Table 3. Incident management (continued)
Feature Delivery specications
Hardware incident support options
HP Next Business
Day Proactive
Care Service
HP provides the following reactive service levels for the specic devices
covered under this option:
Hardware support coverage window:
• Standard business hours, standard business days (9x5): Onsite service
is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time,
Monday to Friday excluding HP holidays.
Hardware support on-site response time:
• Next-business-day on-site response: An HP authorised representative will
arrive at the Customer’s site during the on-site coverage window to begin
hardware maintenance service the next coverage day after the service
request has been logged.
HP 4-hour 24x7
Proactive Care
Service
HP provides the following reactive support levels for the specic devices
covered under this option:
Hardware support coverage window:
• 24x7: Service is available 24 hours per day, 7 days per week including HP
holidays.
Hardware support on-site response time:
• 4-hour on-site response: An HP authorised representative will arrive
at the Customer’s site during the on-site coverage window to begin
hardware maintenance service within 4 hours after the service request
has been logged. Service features are dened in the ‘Hardware on-site
support’ and ‘Hardware on-site response time’ sections.
HP 6-hour Call-to-
Repair Proactive
Care Service
HP provides the following reactive support levels for the specic devices
covered under this option.
Hardware support coverage window:
• 24x7: Service is available 24 hours per day, 7 days per week including HP
holidays.
Hardware call-to-repair time commitment:
For critical incidents, HP will use commercially reasonable eorts to return
the covered hardware to operating condition within 6 hours after the initial
service request. Service features are dened in the ‘Hardware on-site support’
and ‘Hardware call to repair time commitment’ sections. Availability of
response times is dependent on the proximity of the Customer site to an
HP-designated support hub. Please contact HP for further information.
For non-critical incidents or at the Customer’s request, HP will work with
the Customer to schedule an agreed-upon time for the remedial action to
begin, and the call-to-repair time commitment will then start at that time.
Incident severity levels are dened in the ‘General provisions’ section.
Call-to-repair time refers to the period of time that begins when the initial
service request has been received and acknowledged by HP or at the start
time for work scheduled in agreement with the Customer, as specied
in the ‘General provisions’ section. Call-to-repair time ends with HP’s
determination that the hardware is repaired, or when the service request
is closed with the explanation that HP has determined that no on-site
intervention is required.