HP Matrix 7.2 KVM Private Cloud Getting Started Guide

8 HP Support services
IMPORTANT: This product contains a technical feature that will allow HP support personnel to
access your system, through the system console, to assess problems that you have reported. This
access will be controlled by a password generated by HP that will only be provided to authorized
support personnel. You can disable access at any time while the system is running.
HP technical support personnel are not granted remote access to the appliance.
This section provides information on HP technical support as well as the other resources that are
available to assist you.
Information to collect before contacting HP
Be sure to have the following information available before you contact HP:
• Software product name
• Hardware product model number
• Operating system type and version
• Applicable error message
• Third-party hardware or software
• Technical support registration number (if applicable)
It might be necessary to generate a support dump file.
How to contact HP
Use the following methods to contact HP:
• To obtain HP contact information for any country, see the Contact HP worldwide website:
http://www.hp.com/go/assistance
• Use the Contact hp link on the HP Support Center:
http://www.hp.com/go/hpsc
• In the United States, call [phone] to contact HP by telephone. This service is available
24 hours a day, 7 days a week. For continuous quality improvement, conversations might be
recorded or monitored.
Registering for software technical support and update service
Matrix KVM Admin Console includes one year of 24 x 7 HP Software Technical Support and
Update Service. This service provides access to HP technical resources for assistance in resolving
software implementation or operations problems.
The service also provides access to software updates and reference manuals, either in electronic
form or on physical media as they are made available from HP. Customers who purchase an
electronic license are eligible for electronic updates only.
With this service, Matrix KVM Admin Console customers benefit from expedited problem resolution
as well as proactive notification and delivery of software updates. For more information about this
service, see the following website:
http://www.hp.com/services/insight
Registration for this service takes place following online redemption of the license certificate.
46 HP Support services