Datasheet

This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
9
For hardware onsite response time options, HP strongly recommends that the Customer install and operate the appropriate HP remote support
solution, with a secure connection to HP, in order to enable the delivery of the service. For hardware call-to-repair times, HP requires that the
Customer install and operate the appropriate HP remote support solution, with a secure connection to HP, in order to enable the delivery of the
service. Please contact a local HP representative for further details on requirements, specifications, and exclusions. If the Customer does not
deploy the appropriate HP remote support solution, HP may not be able to provide the service as defined and is not obligated to do so.
Additional charges will be applied for onsite installation of non-customer-installable firmware if the Customer does not deploy the required
remote support solution in cases where they are recommended and available. Installation of customer-installable firmware is the responsibility
of the Customer. There will be additional charges if the Customer requests that HP install customer-installable firmware and software updates.
Any additional charges to the Customer will be on a time and material basis, unless otherwise previously agreed to in writing by HP and the
Customer.
To be eligible to purchase this service, the Customer must be properly licensed to use a currently supported revision of the software at the time
the support agreement coverage begins; otherwise, additional charges may be applied to bring the Customer into service eligibility.
For Customers with licenses to firmware-based software products (features implemented in firmware activated by the purchase of a separate
software license product) or licensed firmware, the Customer must also have, if available, an active HP Foundation Care Support agreement for
that product to receive, download, install, and use related firmware updates. HP will provide, install, or assist the Customer with the installation
of firmware updates as previously described in this document only if the Customer has the license to use the related software updates for each
system, socket, processor, processor core, or end-user software license as allowed by the original HP or original manufacturer software license
terms.
Customer responsibilities
If the Customer does not act upon the specified Customer responsibilities, HP or the HP authorized service provider will, at HP’s discretion, i) not
be obligated to deliver the services as described or ii) perform such service at the Customer’s expense at the prevailing time and materials rates.
The Customer must provide accurate and complete information in a timely manner as required for HP to perform the services.
The call-to-repair time is subject to the Customer providing immediate and unrestricted access to the system, as requested by HP. The
call-to-repair time does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is
delayed or denied. If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time.
Upon HP’s request, the Customer will be required to support HP's remote problem resolution efforts. The Customer will:
•
Start self-tests and install and run other diagnostic tools and programs
•
Install customer-installable software and firmware updates and patches
•
Run data collection ‘scripts‘ on behalf of HP when they cannot be initiated from HP Remote Support Technology
•
Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support
eligibility
•
Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
The Customer is responsible for installing, in a timely manner, critical customer-installable firmware updates, as well as CSR parts and
replacement products delivered to the Customer.
There will be additional charges if the Customer requests that HP install customer-installable firmware and software updates. Any additional
charges to the Customer will be on a time and materials basis, unless otherwise previously agreed to in writing by HP and the Customer.
The Customer is responsible for installing and configuring all supported devices and maintaining the appropriate HP Remote Support Technology
with a secure connection to HP. The Customer is responsible for providing all necessary resources in accordance with the HP remote support
solution release notes in order to enable the delivery of the service and options. The Customer must also provide any hardware required to host
the remote support solution. When an HP remote support solution is installed, the Customer must also maintain the contact details configured in
the remote support solution that HP will use in responding to a device failure. The Customer should contact a local HP representative for further
details on requirements, specifications, and exclusions. For scheduled calls, the Customer shall promptly make the equipment available to HP for
remedial activities at the agreed-upon time.