Datasheet

This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
5
Once a software problem is logged, an HP Solution Center engineer will respond to the call within two hours. Calls received and answered outside the
service coverage window will be logged the next day for which the Customer has a service coverage window (may vary by geographic location). 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. In addition, the Customer receives assistance in troubleshooting problems and
determining configuration parameters for supported configurations.
Software support
Limited advisory support is provided and is restricted to basic advisory assistance for the Customer who encounters difficulties while performing a
software product installation or who needs advice on proper installation methods and updating of standalone applications. Limited advisory support
for software products that are installed in a network environment is also provided. The scope of such advisory support is at HP's discretion.
Exclusions to this advisory support include, but are not limited to, the following: any downloading of complete software packages or walking the
Customer through an installation from start to finish. These services are available for an additional charge and can be purchased separately from HP.
Installation advisory support
HP provides information, as commercially available, on current product features, known problems and available solutions, and operational advice and
assistance.
Software features and
operational support
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 license key or access code, or instructions for obtaining a license
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 Center. 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.
Software product and
documentation updates
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 Licensing portal or a
third-party hosted website.
HP recommended software and
documentation updates method
Specifications
Table 2. Optional service features
Feature Delivery specifications
The Foundation Care portfolio also offers the following additional service levels:
•
HP Foundation Care NBD w DMR Service
•
HP Foundation Care 24x7 w DMR Service
•
HP Foundation Care CTR w DMR Service
For eligible products, this service feature option allows the Customer to retain defective hard disk or eligible SSD/Flash drive components that the
Customer does not want to relinquish due to sensitive data contained within the disk ('Disk or SSD/Flash Drive') covered under this service. All Disk or
eligible SSD/Flash Drives on a covered system must participate in the defective media retention.
Defective media retention
In addition to defective media retention, this service feature option allows the Customer to retain additional components that have been designated
by HP as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in
the comprehensive defective material retention. The components that can be retained under this service feature are outlined in the document located
at www.hp.com/services/cdmr.
Comprehensive defective
material retention
Optional features available only
with HP Contractual Services:
An HP authorized representative visits the Customer's site at regularly scheduled intervals as determined by HP. The Customer shall call HP to request
and schedule a preventive maintenance visit at the agreed-upon intervals.
During the visit, the HP authorized representative, at their discretion, will determine the level of checking that will be performed for preventive
maintenance services such as diagnostics, checking error logs on covered systems to find potential hardware problems, and, if necessary, addressing
mechanical or electronic system complaints and cleaning or replacing worn or defective parts or maintenance items.
The representative may also check for potential problems by inspecting cables and cable connections or visual status indicators of covered hardware,
checking temperature and humidity levels and comparing them to vendors' recommendations, and installing applicable engineering improvements
and firmware updates as required, in the opinion of HP, to maintain the hardware product. The representative may provide a final report on the
hardware's condition.
Preventive maintenance