Data Sheet

10
If an upfront audit is required by HP, the hardware call-to-repair time commitment will
not take eect until ve (5) business days after the audit has been completed. In addition,
HP reserves the right to downgrade service to an onsite response time or cancel the service
contract if critical audit suggestions are not followed or the audit is not performed within
the specied timeframe.
The following activities or situations will suspend the call-to-repair time calculation
(if applicable) until they are completed or resolved:
• Any Customer or third-party actions or inaction impacting the repair process
• Any automated or manual recovery processes triggered by the hardware malfunction,
such as disk mechanism rebuild, sparing procedures, or data integrity protection measures
• Any other activities not specic to the hardware repair but required to verify that the
hardware malfunction has been corrected, such as rebooting the operating system
HP reserves the right to modify the call-to-repair time commitment as it applies to the
Customer’s specic product conguration, location, and environment. This is established
at the time of support agreement order and is subject to resource availability.
Call-to-repair time commitments 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.
A call-to-repair time commitment does not apply when the Customer chooses to have HP
prolong diagnosis rather than execute recommended recovery procedures.
If the Customer requests scheduled service, the call-to-repair time period begins at the
agreed-upon scheduled time.
The following activities are excluded from this service:
• Backup, recovery, and support of the operating system, other software, and data
• Operational testing of applications, or additional tests requested or required by the
Customer
• Troubleshooting for interconnectivity or compatibility problems
• Support for network-related problems
• Services required due to failure of the Customer to incorporate any system x, repair, patch,
or modication provided to the Customer by HP
• Services required due to failure of the Customer to take avoidance action previously
advised by HP
• Services that, in the opinion of HP, are required due to improper treatment or use of
the product
• Services that, in the opinion of HP, are required due to unauthorised attempts by
non-HP personnel to install, repair, maintain, or modify hardware, rmware, or software
Exclusions to the accidental damage protection service feature option
Eligibility for purchase of the accidental damage protection service feature requires the
product to be covered by a factory warranty or a warranty extension service with coverage
duration equal to or longer than the accidental damage protection service. The accidental
damage protection service feature provides protection against sudden and unforeseen
accidental damage from handling, provided such damage occurs in the course of regular
use. It does not cover the following situations and damage due to:
• Normal wear and tear; change in colour, texture, or nish; gradual deterioration; rust; dust;
or corrosion
• Fire, a vehicular or homeowner’s accident (in cases in which said accident is covered by an
insurance policy or other product warranty), act of nature (including, without limitation,
oods), or any other peril originating from outside the product
Data sheet | HP Hardware Support Onsite Service