HP Hardware Support Service

HP System Support Service
Technical File ID: HS_05
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1.3
Service Level 3:
5*9 Next Day
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 next business working day after recording of the service request.
Time:
• Service Timing: Monday to Friday, 8:30-17:30 (excluding national statutory holidays)
• Response Center response Time: 2 hours within receiving the problems
• Timing of engineer arriving onsite: next business working day within receiving the
problems by Response Center. Monday to Friday, 8:30-17:30 (excluding national statutory
holidays)
• Timing of spare parts arriving onsite: No promise
1.4
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.
1.5
Onsite Hardware
Support
Briefing:
For technical hardware issues that cannot be resolved remotely in the judgment of HP, an
HP authorized representative will provide technical support on covered hardware products
to return them to operating condition.
In addition, HP may install available engineering improvements to enable proper operation
of the hardware products and maintain compatibility with replacement parts. At its sole
discretion, HP may install any firmware updates that, in the opinion of HP, are required
to return the covered product to operational condition.
1.6
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.
1.7
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.
1.8
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.