HP Critical Service

HP Mission Critical Service
Technical File ID: CS_05
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2.3
Remote Problem
Diagnosis and
Support
Briefing:
Once the Customer has placed a service request via a designated HP support telephone number,
HP will work with the Customer during coverage hours to solve the system problems. Prior
to any onsite assistance, HP may perform remote diagnostics using electronic remote support
tools (where available) to access covered equipment, or HP may use other means available
to facilitate remote problem resolution.
2.4
Recovery Priority
Briefing:
HP pursues the policy of priority recovery for Critical Service customers for hardware
problems, including dedicated response center, quick response for escalation, and priority
in spare part use. That allows you to contact immediately the best HP technical specialists,
thereby obtaining support of labor and spare parts to restore system operation as soon as
possible.
2.5
Parts and
Materials
Briefing:
HP will provide all parts and materials necessary to maintain the covered hardware equipment
in operating condition, including parts and materials for available and recommended
engineering improvements. Replaced parts become the property of HP.
2.6
Local Dedicated
Spare Parts
Stocking
Briefing:
HP sets up local dedicated spare parts stocking for Critical Service customers.
2.7
Work to Completion
Briefing:
Once an HP engineer arrives at the Customer’s site, the engineer will continue to deliver
the service until the products are operational or reasonable progress is being made. Work
may be temporarily suspended if additional parts or resources are required, but it resumes
when they become available.
2.8
Escalation
Management Service
Briefing:
HP has a sound and global technical support network, and sets up a formal escalation
procedures to solve complex system problems. Any escalated technical problems may be solved
through HP global technical center and third-party partners with escalation procedures.
HP provides priority response for the escalated problems with systems covered by the Critical
Service. Problems will be solved promptly to shorten the time required by troubleshooting.
2.9
Software Product
and Documentation
Update
Briefing:
As HP releases updates to the Customer’s HP software, the latest versions of the software
and reference manuals are made available to the Customer’s system administrator with your
reply to HP’s notification. Possible medium types for software and documentation update
include tapes, disks, paper, email and CD-ROM. You may use and copy update software to systems
covered by HP system support pursuant to HP Terms and Conditions of Sales and Services.
Technical support and instructions will also be provided to customer when it is required
to install or run the latest software revision.
2.10
License to Use and
Copy Software
Product Update
Briefing:
Customer can use and copy the supplied updates to HP or third-party software covered by
this service as described in SO01SP – HP SINGLE ORDER TERMS FOR SUPPORT.
Notes: The “HP Response Center and Telephone Servicing Promise” schedule shall be the standard for the
above-mentioned “Timing”