Datasheet
This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
2
Specifications
Table 1. Service features
Feature Delivery specifications
The HP Foundation Care service-level options noted below are product dependent. Hardware support coverage windows and response times will
apply to covered hardware products, and software support coverage windows and response times will apply to covered software products.
All coverage windows are subject to local availability. Product eligibility may vary. Contact a local HP sales office for detailed information on service
availability and product eligibility.
See table 1 for additional features and descriptions.
For products covered by Foundation Care, HP offers three distinct service levels:
–
HP Foundation Care NBD Service
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HP Foundation Care 24x7 Service
–
HP Foundation Care CTR Service
The HP Foundation Care portfolio also offers the same three service levels with the inclusion of hardware defective media retention (DMR) and
comprehensive defection material retention (CDMR) as additional core features. See table 2 for details on DMR and CDMR.
The details of the HP Foundation Care service levels are outlined in the text that follows.
HP Foundation Care
service-level options
Hardware support:
–
Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday excluding HP holidays.
–
Onsite response time: Next-business-day onsite response: For incidents with covered hardware that cannot be resolved remotely, HP will use
commercially reasonable efforts to respond onsite the next business day. An HP authorized representative will arrive at the Customer's site
during the coverage window to begin hardware maintenance service the next coverage day after the call has been received and acknowledged by
HP. Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP, as described in
the ‘General provisions/Other exclusions’ section.’ The onsite response time ends when the HP authorized representative arrives at the
Customer's site, or when the reported event is closed with the explanation that HP has determined it does not currently require an onsite
intervention. Calls received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage
day.
Software support:
–
Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday excluding HP holidays.
–
Remote response time: Once a software problem is logged, an HP Solution Center engineer will respond to the call within two hours, as noted in
the ‘Software support’ section of table 1.
HP Foundation Care NBD Service
Hardware support:
–
Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays.
–
4-hour onsite response: For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to
respond onsite within 4 hours. An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware
maintenance service within four hours of the call having been received and acknowledged by HP. Onsite response time specifies the period of
time that begins when the initial call has been received and acknowledged by HP, as described in the ‘General provisions/Other exclusions’
section. The onsite response time ends when the HP authorized representative arrives at the Customer's site, or when the reported event is
closed with the explanation that HP has determined it does not currently require an onsite intervention.
Software support:
–
Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays.
–
Remote response time: Once a software problem is logged, an HP Solution Center engineer will respond to the call within two hours, as noted in
the ‘Software support’ section of table 1.
HP Foundation Care 24x7
Service
Hardware support:
–
Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays.
–
6-hour call-to-repair time: For critical incidents (Severity 1 or 2), HP will use commercially reasonable efforts to return the covered hardware to
operating condition within 6 hours after the initial service request has been received. Availability of call-to-repair times is dependent on the
proximity of the Customer site to an HP-designated support hub, as described in the ‘Travel zones’ section.
For non-critical incidents (Severity 3 or 4), 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 will then start at that time. Incident severity levels are defined in the ‘General provisions/Other
exclusions’ 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 specified in the ‘General provisions/Other exclusions’ 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
onsite intervention is required.
HP Foundation Care CTR Service