Data Sheet

3
Coverage window The coverage window species the time during which the described services
are delivered onsite or remotely.
Calls received outside this coverage window will be logged at the time
the call is placed to HP, but will not be acknowledged as described in the
‘General provisions/Other exclusions’ section until the next day for which
the Customer has a coverage window.
Coverage window options available for eligible products are specied in the
Service-level options table.
All coverage windows are subject to local availability. Contact a local HP
sales oice for detailed information on service availability.
Onsite response time
for hardware support
For incidents with covered hardware that cannot be resolved remotely,
HP will use commercially reasonable eorts to respond onsite within the
specied onsite response time.
Onsite response time species the period of time that begins when the initial
call has been received and acknowledged by HP, as described in the ‘General
provisions/Other exclusions’ section. The onsite response time ends when
the HP authorised representative arrives at the Customer’s site, or when the
reported event is closed with explanation that HP has determined it does
not currently require an onsite intervention.
Response times are measured during the coverage window only and may
be carried over to the next day for which there exists a coverage window.
Response time options available for eligible products are specied in
the Service-level options table. All response times are subject to local
availability. Contact a local HP sales oice for detailed information on
service availability.
Escalation
management
HP has established formal escalation procedures to facilitate the resolution
of complex incidents. Local HP management coordinates incident
escalation, enlisting the skills of appropriate HP resources and/or selected
third parties to assist with problem-solving.
Access to electronic
support information
and services
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:
• Certain capabilities that are made available to registered users, such
as subscribing to hardware-related proactive service notications and
participating in support forums for solving problems and sharing best
practises with other registered users
• Expanded Web-based searches of entitled technical support documents
to facilitate faster problem-solving
• Certain HP proprietary service diagnostic tools with password access
• A Web-based tool for submitting questions directly to HP; the tool helps
to resolve problems quickly with a pre-qualication process that routes
the support or service request to the resource qualied 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
• HP and third-party hosted knowledge databases for certain third-
party products, where Customers can search for and retrieve product
information, nd answers to support questions, and participate in support
forums; this service may be limited by third-party access restrictions
HP electronic remote
support solution
For eligible products, the HP electronic remote support solution provides
robust troubleshooting and repair capabilities. It can include remote
system access solutions and may oer 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 authorisation. The remote system access may enable the
HP support specialist to provide more eicient troubleshooting and faster
problem resolution.
Data sheet | HP Hardware Support Onsite Service