HP Proactive 24 Service

HP Mission Critical Services
Technical File ID: P24_05
19 of 20
Table7. China Hewlett-Packard Response Time and Call to Repair Commitment
Zone
Distance from HP Support Office
(KM)
Onsite Response Time
(Hour)
Hardware Repair Time
(Hour)
Zone 1 0-40 4-hour onsite, the same day 12 hours
Zone 2 41-80 4-hour onsite, the same day 12 hours
Zone 3 81-160 6-hour onsite, the same day 12 hours
Zone 4 161-240 10-hour onsite, the same day N/A
Zone 5 241-320 12-hour onsite, the same day N/A
Zone 6 321-480 Next-day onsite N/A
Outside Zone 1 481-750 The 3
rd
day onsite N/A
Outside Zone 2 751-1500 The 3
rd
day onsite N/A
Outside Zone 3 Beyond 1500 Established case by case N/A
Service
Limitations
Not all software products provide software update, only designated HP software and third party
products will enjoy software update services. In the event of certain software designated in the
contract not providing this service content, then this item shall not be included in the software
support service fee.
HP software support service is provided through the response center, and will not provide onsite
support services.
Fully redundant storage technologies (e.g., the XP storage array) problem response and repair time
covered in the service contract category will be specified by HP in response to the actual situation.
Certain third party’s software update, license agreement, and license key might be provided
directly by third party vendors.
Initiative and consultative services shall be provided within the standard working hours, otherwise
stated or arranged.
HP decided that this service will simultaneously employs remote diagnosis and support services,
onsite service and other service deliverance methods. Other service delivery methods include
delivering removable parts (e.g., keyboard, mouse) through express delivery or changing the whole
system. HP will determine the final deliverance method, so as to provide timely and effective
customer service support.
On-site response time promise is not applicable for services that can be provided through remote
diagnosis, remote support services or other service delivery.
This service that may not be applied to includes but not limited to:
¾ Recovery of the operating system, other software and data;
¾ Operational testing of application program, or other tests demanded or requested by
the customers;
¾ Troubleshooting of interconnectivity or compatibility;
¾ Customer does not adopt system adjustments, maintenance, patches or revisions provided by
HP;
¾ Customer does not take preventive measures recommended by HP before the failure.
Hardware call-to-repair commitment:
Hardware call-to-repair repair refers to the period of time that begins when the Customer first
contacts HP response center and ends with HP determination that the hardware is repaired and in
normal operating condition. Repair is considered complete upon HP verification that the hardware
malfunction has been corrected through diagnostics or other methods. At its sole discretion, HP
may temporarily or permanently replace the product in order to meet the repair time commitment.
Hardware call-to repair commitment requires the Customer provide HP with instant and unrestricted
access to systems. If access to systems, including physical access, remote troubleshooting and/or
hardware diagnosis is delayed or rejected, the hardware call-to-repair commitments will be
invalidated.
The hardware call-to-repair commitment may not be applied to the following circumstances: