HP Proactive 24 Service

HP Mission Critical Services
Technical File ID: P24_05
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Table2. Reactive Software and Hardware Service for Server and Storage Devices
Features Description
2.1
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
2.2
Service Level 2: 12
Hours Call to
Repair – 12H CTR
Briefing:
HP commits twelve-hour call-to-repair for hardware problems (recovery of operating system
and other software is not covered by call to repair commitment). 12-hour hardware
call-to-repair commitment is available for the sites located within 160 km of a primary
HP support office. For site beyond 160 km, please refer to the response time in Table 7.
Limitations on this service will be described in the Service Limitation at the end this
document.
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
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.
2.5
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.
2.6
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.