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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Preventive maintenance services will be delivered between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays,
regardless of the selected coverage window.
Availability and deliverables may vary by region.
Information in the following sections covers all features available with both HP Foundation Care Pack services and HP Foundation Care
contractual services.
Service limitations
HP retains the right to determine the final resolution of all service requests.
At the discretion of HP, service will be provided using a combination of remote diagnosis and support, services delivered onsite, and other service
delivery methods. Other service delivery methods may include the delivery via a courier of customer-replaceable parts such as a keyboard, a
mouse, certain hard disk drives, and other parts classified by HP as CSR parts, or an entire replacement product. HP will determine the appropriate
delivery method required to provide effective and timely Customer support and meet the call-to-repair time, if applicable.
If the Customer agrees to the recommended CSR and a CSR part is provided to return the system to operating condition, the onsite service level
shall not apply. In such cases, HP practice is to express ship to the Customer location the CSR parts that are critical to the product’s operation. For
more details on the CSR process and parts, please refer to www.hp.com/go/selfrepair.
Call-to-repair and onsite response times do not apply to the repair or replacement of defective or depleted batteries for selected enterprise
storage arrays and enterprise tape products.
Activities such as, but not limited to, the following are excluded from this service:
•
Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP
•
Services that, in the opinion of HP, are required due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify
hardware, firmware, or software
•
Operational testing of applications, or additional tests requested or required by the Customer
•
Services that, in HP's opinion, are required due to improper treatment or use of the products or equipment
•
Services required due to failure of the Customer to take avoidance action previously advised by HP
•
Backup and recovery of the operating system, other software, and data
•
Installation of any customer-installable firmware and/or software updates
•
Troubleshooting for interconnectivity or compatibility problems
•
Support for network-related problems
Hardware onsite support
An onsite response time will not apply if the service can be delivered using remote diagnosis, remote support, or other service delivery methods
previously described.
Response times are dependent on the location of your site in relation to a designated HP support office. To check service availability, please
contact your local HP Services representative.
For technical hardware issues that cannot, in HP's judgment, be resolved remotely, an HP authorized representative will provide onsite technical
support on covered hardware products to return them to operating condition. For certain products, HP may, at its sole discretion, elect to replace
such products in lieu of repairing them. Replacement products are new or functionally equivalent to new in performance. Replaced products
become the property of HP.
Hardware call-to-repair