HP Proactive 24 Service

HP Mission Critical Services
Technical File ID: P24_05
20 of 20
¾ Network hardware equipment repair (except for those who have purchased optional services for
Cisco network equipment).
¾ Recovery of the operating system, other software and data.
¾ Unavailability not caused directly by hardware failure.
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.
¾ If you choose time-consuming root cause analysis, rather than implement recommended server
recovery process, the hardware call-to-repair commitment may not apply.
¾ HP reserves the right to revise the hardware call-to-repair commitment to apply to your specific
product configuration, location and environment.
For fully redundant storage technologies (e.g., the XP storage array), the committed call-to-repair
time commitment applies to critical issues, as reasonably determined by HP, that affect business
or degrade performance of either critical or redundant components. Response or call-to-repair time
commitments for non-critical service requests may vary.
The following are excluded from the call-to-repair time commitment (if applicable):
¾ Time for disk mechanism rebuild or sparing procedures
¾ Any restoration or recovery of compromised data
¾ Any period of non-availability not directly caused by the hardware fault
Customer
responsibilities
The Customer will be required, upon HP request, to support HP in resolving the problem remotely
by:
Providing all information necessary for HP to deliver timely and professional remote support
and to enable HP to determine the level of support eligibility.
¾ Assist starting self-tests and installing and running other diagnostic tools and programs.
¾ Promptly installing, in a timely manner, critical Customer-installable firmware updates,
as well as Customer-replaceable parts and replacement units delivered to the Customer.
¾ Performing other reasonable activities to help HP identify or resolve the problem
Ordering
Information
Availability of delivery specifications and service levels may vary according to local
resources and may be restricted to eligible products and geographic locations. To obtain
further information or to order HP support service, contact your nearest local HP
representative.
HP Proactive 24 Service (P24) product No. is HA111AC.
For More
Information
For more information on HP Proactive 24 Service or other HP Mission Critical Services, contact
any of our worldwide sales offices or visit our Web site at:
http://www.hp.com/hps/support
©
2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without
notice. The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein should be
construed as constituting an additional warranty. HP shall not be liable for technical
or editorial errors or omissions contained herein.
HP Support Services are governed by SO01SP – HP SINGLE ORDER TERMS FOR SUPPORT.
5981-8513CN Rev.GISV1.5,3/2006