HP Hardware Support Service

HP System Support Service

Technical File ID: HS_05

2 of 13

Notes:

1．

Reactive Hardware Service for Server and Storage Devices: Compulsory Contents for Server and Storage Devices

with Hardware Support service subscribed, Choice of one from 24*7*4, 5*9*4 and 5*9 next day service response；

2．

Proactive Services for Server and Storage: Compulsory Contents for Server and Storage Devices with Hardware

Support service subscribed；

3．

Optional Technical Services: The customer is eligible to purchase any technical services listed here；

4．

Optional Services: Other service contents that require additional fees。

Specifications

Table1. Reactive Hardware Service for Server and Storage Devices

Features Description

1.1

Service Level 1:

24*7*4

Briefing:

After dialing the specified HP support service telephone number and bringing forward service

request, HP will cooperate with you within the service timing stipulated in the contract,

and to resolve the system problems. Before providing any necessary onsite service, HP will

initially use remote support service tools (Under feasible circumstances) to carry out

remote diagnosis for the required system, or to provide help to remote problem solving

through other methods. Onsite response time refers to the period of time HP engineer arrives

at the onsite location, starting from the initial request received and recorded, within

the stipulated service time range. HP will response to your service request anytime, and

will arrive within 4 hours after recording of the service request.

Time:

• Service Timing: 24 hours/day, 7 days/week (24*7)

• Response Center response Time: 30 minutes within receiving the problems

• Timing of engineer arriving onsite: 4 hours within receiving the problems by Response

Center

• Timing of spare parts arriving onsite: No promise

1.2

Service Level 2:

5*9*4