Product Data Sheet / Brochure

5
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 3. Reactive features
Feature or service
Core features
Software support
2-hour software remote response
support commitment
Coverage window
Escalation management
License to use and copy software
product updates (selected software)
Software product and
documentation updates
(selected software)
Access to electronic support
information and services
Assistance on non-HP products
Optional features (eligible products only)
Hardware support
Onsite hardware support
Delivery specifications
Once a software problem is logged, an HP solution centre engineer will respond to the call within 2 hours. HP provides corrective support to resolve
identifiable and Customer-reproducible software product problems. HP also provides support to help the Customer identify problems that are difficult
to reproduce. The Customer receives assistance in troubleshooting problems and resolving configuration parameters.
Software technical support may be purchased per device, with unlimited calls, for Customers who require unlimited HP support centre access.
Incident-based software support (available for Windows and Linux only) is available for Customers who want coverage for a fixed number of
incidents for their OS/OE during the one-year contract term. For more information, please see “Ordering information.”
The basic coverage window for this service is during HP standard business hours, standard business days, excluding HP holidays. For additional
coverage windows, refer to Table 3, “Optional reactive features.”
Calls received outside this window will be logged the next day for which the Customer has a coverage window.
All coverage windows are subject to local availability. Check with the local office for detailed coverage hours.
HP has established formal escalation procedures to solve very complex software problems. Local HP management coordinates problem escalation,
rapidly enlisting the skills of key problem-solving specialists throughout HP and within selected third parties.
The Customer receives the license to use and copy the software product updates for all supported systems covered by the original software license.
The Customer can use and copy updates to HP or selected third-party software on each system covered by this service as described in Exhibit E16,
HP Terms and Conditions of Sale and Service, and in Exhibit SS5, HP Support Services.
As HP releases updates to the Customer’s HP software, the latest revisions of the software and reference manuals are made available to the
Customer’s system manager or designee. 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 to obtain any software updates directly from the third party. For certain software
products, the Customer may be able to select from a choice of media types. An access code or license key, or instructions for obtaining an access
code or license key, will also be provided to the Customer when it is required to install or run the latest software revision.
As a part of this service, HP will provide access to software-related electronic and Web-based tools and services.
As a PE contract holder, the Customer has access to services available to all registered software support users, plus additional capabilities such as
conducting Web-based searches of technical support documents to facilitate problem solving; downloading HP software patches; submitting and
checking the status of support service requests; and accessing the passwords required to use HP proprietary diagnostic tools. If software patches and
updated information for HP-supported third-party products are made available to HP by the original software manufacturer, the Customer may also
have access to these as part of this service.
For some HP products, the Software Update Manager (SUM), an online service for software updates, is available at the Customer’s option. The SUM
allows the Customer to download software and documentation updates, order physical media, view order status and history, and receive software
update notifications via e-mail.
If, during the course of problem resolution on supported products, it is determined that the problem lies with another vendor’s product, HP will assist
the Customer in forwarding the problem to that vendor, provided that the Customer has a valid support agreement with the other vendor.
For technical issues that cannot be resolved remotely, an HP authorised representative will provide technical support on covered hardware products
to return them to operating condition. For certain servers and storage products, HP may, at its sole discretion, elect to replace such products in lieu
of repairing them. Replacement products are new or equivalent to new in performance. Replaced products become the property of HP.In addition,
HP may install available engineering hardware improvements to support proper operation of the hardware products and maintain compatibility with
HP-supplied hardware replacement parts. At its sole discretion, HP may install any firmware updates that, in the opinion of HP, are required to return
the covered hardware product to operational condition or to enable supportability of the covered hardware product. To purchase hardware support,
please contact your local sales representative at any of our worldwide sales offices.