Datasheet

9HP 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
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced.
HP is not liable for any lost data and the Customer is responsible for
implementing appropriate backup procedures. Verication by HP may
be accomplished by the completion of a power-on self-test, standalone
diagnostic or visual verication of proper operation. At its sole discretion,
HP will determine the level of testing necessary to verify that the hardware
is repaired. At its sole discretion, HP may temporarily or permanently replace
the product in order to meet the call-to-repair time commitment. Replacement
products are new or functionally equivalent to new in performance. Replaced
products become the property of HP.
It will take 30 days from the time this service is purchased to set up and
perform necessary audits and processes so that the hardware call-to-
repair time commitment can be put in eect. During this initial 30-day
period and for up to 5 additional business days after the audit is completed,
HP will provide a 4-hour on-site response time.
Enhanced parts inventory management (call-to-repair time
commitment only)
To support HP call-to-repair time commitments, an inventory of critical
replacement parts is maintained for Customers who have selected the
call-to-repair option. This inventory is stored at an HP-designated facility.
These parts are managed to allow for increased inventory availability and
are accessible to HP authorised representatives responding to eligible
service requests.
Software product and
documentation updates
As HP releases updates to HP software, the latest revisions of the software
and reference manuals are made available to the Customer. For selected
third-party software, HP will provide software updates as such updates
are made available from the third party or HP may provide instructions on
how the Customer can obtain any software updates directly from the third
party. A licence key or access code, or instructions for obtaining a licence
key or access code, will also be provided to the Customer when required to
download, install, or run the latest software revision.
For most HP software and selected HP-supported third-party software,
updates will be made available through the Software Updates and
Licensing portal via the HP Support Centre. The Software Updates and
Licensing portal provides the Customer with electronic access to receive
and proactively manage software product and documentation updates.
For other HP-supported third-party software, the Customer may be
required to download updates directly from the vendor’s website.
Licence to use software
updates
The Customer receives the licence to use software updates to HP or
HP-supported third-party software for each system, socket, processor,
processor core or end-user software licence covered by this service, as
allowed by the original HP or original manufacturer software licence terms.
The licence terms shall be as described in the HP software licensing terms
corresponding to the Customer’s prerequisite underlying software licence,
or in accordance with the current licensing terms of the third-party software
manufacturer, if applicable, including any additional software licensing terms
that may accompany such software updates provided under this service.
HP recommended
software and
documentation updates
method
For HP or HP-supported third-party software and documentation updates,
the recommended delivery method will be determined by HP. The primary
delivery method for software updates and documentation updates will be via
download from the Software Updates and Licencing portal or a third-party
hosted website.