Product Data Sheet / Brochure

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The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Specifications
Table 3. Reactive features, continued
Feature or service
Remote problem diagnosis and
support for hardware products
Materials
Work to completion
Escalation management
Access to electronic
support information and services
Electronic remote support
Defective material retention
Onsite response time
commitment options (hardware)
Delivery specifications
Once the Customer has placed a service request via a designated HP support telephone number, HP will work with the Customer during coverage
hours to isolate the hardware problem. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote
support tools (where available) to access covered hardware products, or HP may use other means available to facilitate remote problem resolution.
Regardless of the Customer’s coverage window, problems with covered hardware can be reported to the HP response centre via telephone or
electronically, as locally available, 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request and notify the local office
at the beginning of the next coverage day. HP retains the right to determine the final resolution of all reported problems. Onsite response times for
service requests submitted electronically or outside of the purchased coverage window may vary.
HP will provide all HP supported parts and materials necessary in HP’s opinion to maintain the covered hardware product in operating condition,
including parts and materials for available and recommended engineering improvements. Replacement parts are new or equivalent to new in
performance. Replaced parts become the property of HP.
Once an HP authorised representative arrives at the Customer’s site, the specialist will continue to deliver the service (either onsite or remotely,
at the discretion of HP) until the hardware products are operational or as long as reasonable progress is being made. Work may be temporarily
suspended if additional parts or resources are required, but will resume when they become available.
HP has established formal escalation procedures to solve very complex hardware problems. Local HP management coordinates problem escalation,
rapidly enlisting the skills of key problem-solving specialists throughout HP and within select third parties for multivendor hardware products.
As a part of this service, HP will provide access to hardware-related electronic and Web-based tools and services.
As a Proactive Essentials 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 Customers who meet minimum requirements, Instant Support Enterprise Edition (ISEE) real-time remote hardware event management provides
diagnostic software for eligible products. For details on the minimum requirements, the Customer may contact the local HP sales office. This software
monitors hardware status and generates notification events when certain predetermined conditions are detected. Notification events are received
and forwarded to HP for review and possible support action. With the Customer's authorization and at the sole discretion of HP, remote network
access by an HP support engineer may be used for troubleshooting and faster problem resolution.
There may be cases in which the Customer does not want to relinquish a defective disk drive due to sensitive data contained within the disk.
The defective material retention option, available for eligible products, waives the right of HP to maintain possession of a failed disk drive component
on which sensitive data is stored.
4-hour onsite response is default when purchasing HP onsite hardware support with an onsite response time commitment.Onsite response time
specifies the period of time that begins when the initial service request is received and logged with HP and ends when the HP authorised
representative arrives at the Customer’s site, if this time falls within the specified coverage window.
Response time is measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.
For the full range of available response times, see the options listed below.
All response times are subject to local availability. Contact a local HP sales office for detailed information on availability.
Not all service-level options are available for all products.
• 2-hour onsite response – An HP authorised representative will arrive at the Customer’s site to begin hardware maintenance service within 2 hours
after the service request has been logged, if this time falls within the contracted coverage window.
• 4-hour onsite response – An HP authorised representative will arrive at the Customer’s site to begin hardware maintenance service within 4 hours
after the service request has been logged, if this time falls within the contracted coverage window.
• Next-day onsite response – An HP authorised representative will arrive at the Customer’s site to begin hardware maintenance service the next day
after the service request has been logged and for which there is a contracted coverage window.
• Availability response – For critical problems that affect business or degrade performance, as reasonably determined by HP, an HP authorised
representative will arrive at the Customer's site to begin hardware maintenance service within 4 hours after the service request has been logged,
if this time falls within the contracted coverage window. For non-critical problems, HP will respond by the next business day, excluding weekends
and HP holidays, regardless of the selected coverage window.