Datasheet

This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
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Repair is considered complete upon HP verification 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. Verification by HP may be
accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verification 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. 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 can be put in effect. 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 onsite response time.
Enhanced parts inventory management
To support HP call-to-repair times, 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
authorized representatives responding to eligible service requests.
Software support :
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Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays.
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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.
The HP Foundation Care support features noted below are product dependent. HP will provide the hardware support features for covered hardware
products and the software support features for covered software products.
HP has established formal escalation procedures to facilitate the resolution of complex problems. Local HP management coordinates problem
escalation by enlisting the skills of appropriate HP resources to assist the Customer with problem-solving. For selected third-party software products
for which HP is providing software support and update services, HP will follow the agreed-upon escalation processes established between HP and the
third-party vendor to assist with problem resolution.
Escalation management
For eligible products, the HP electronic remote support solution provides robust troubleshooting and repair capabilities. It can include remote system
access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history. An HP support
specialist will only use the remote system access with the Customer's authorization. The remote system access may enable the HP support specialist
to provide more efficient troubleshooting and faster problem resolution.
HP electronic remote support
solution
In cases where the Customer has not purchased HP Foundation Care support on selected non-HP software products that reside on eligible hardware
equipment covered by HP Foundation Care support, HP will provide the Basic Software Support and Collaborative Call Management features as
described below, instead of Foundation Care software support as described in the ‘Software support’ section of table 1.
Basic Software Support on selected non-HP software products is limited to the following: HP will attempt to resolve problems on these products by
applying or asking the Customer to apply fixes that have been made available or known to HP. In some cases, support may be limited to
communication of a known fix available through the installation of a software update or patch, and the Customer will be directed to available sources
for the applicable updates or patches because access to the known fix requires additional service contracts with the respective software vendor. If the
problem is still not resolved, then Collaborative Call Management can be initiated at the Customer’s request. Basic Software Support is available 24
hours per day, 7 days per week.
If HP determines that a problem is caused by a selected independent vendor’s software and the problem is not resolved by the Customer applying
known, available fixes, HP will, at the Customer’s request, initiate Collaborative Call Management with the independent software vendor.
Collaborative Call Management can be provided only in cases where appropriate active support agreements are in place with selected vendors and the
Customer has taken the steps necessary to ensure that HP can submit calls on the Customer’s behalf for the limited purpose of placing a support call
with the vendor. HP will engage the software vendor and provide information about the Customer’s issue, as obtained during the Basic Software
Support service call. It is then the responsibility of the independent software vendor to resolve the Customer issue. Once the call is transitioned to the
independent software vendor, the call will be subject to the support levels of the agreement between the Customer and the independent vendor.
Once the software vendor is engaged, HP will close the HP call, but the Customer can resume the service issue with HP if needed by referencing the
original call identification number.
Note: For a list of the non-HP software products eligible for Basic Software Support and Collaborative Call Management, please refer to
www.hp.com/go/collaborativesupport.
Basic Software Support and
Collaborative Call Management
for non-HP software on eligible
HP hardware products
As part of this service, HP provides the Customer with access to certain commercially available electronic and Web-based tools. The Customer has
access to:
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Certain capabilities made available to registered users with linked entitlements, such as downloading selected HP software patches and firmware
updates, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best
practices with other registered users
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Expanded Web-based searches of technical support documents to facilitate faster problem-solving
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Certain HP proprietary service diagnostic tools with password access
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A Web-based tool for submitting questions directly to HP; the tool helps to resolve problems quickly with a pre-qualification process that routes
the support or service request to the resource qualified to answer the question; the tool also allows the status of each support or service request
submitted to be viewed, including cases submitted by telephone
Access to electronic support
information and services