HP Software Support Service

HP System Support Service
Technical File ID: SS_05
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Specifications
Table1. Reactive Software Service for Server and Storage Devices
Features Description
1.1
Service Level 1:
24*7
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.
Time:
• Service Timing: 24 hours/day, 7 days/week (24*7)
• Response Center response Time: 30 minutes within receiving the problems
1.2
Service Level 2:
5*9
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.
Time:
• Service Timing: Monday to Friday, 8:30-17:30 (excluding national statutory holidays)
• Response Center response Time: 30 minutes within receiving the problems
1.3
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.
1.4
Software Product
and Documentation
Update
Briefing:
As HP releases updates to the Customer’s HP software, the latest versions of the software
and reference manuals are made available to the Customer’s system administrator with your
reply to HP’s notification. Possible medium types for software and documentation update
include tapes, disks, paper, email and CD-ROM. You may use and copy update software to systems
covered by HP system support pursuant to HP Terms and Conditions of Sales and Services.
Technical support and instructions will also be provided to customer when it is required
to install or run the latest software revision.
1.5
License to Use and
Copy Software
Product Update
Briefing:
Customer can use and copy the supplied updates to HP or third-party software covered by
this service as described in SO01SP – HP SINGLE ORDER TERMS FOR SUPPORT.
1.6
Electronic Remote
Support
Briefing:
As a part of this service, HP will provide access to system-related electronic and Web-based
tools and services, such as firmware updates and patch services. This site may be accessed
on the Web at http://www.itrc.hp.com.
As a Support Service contract holder, the Customer has access to services available to all
registered hardware support users, plus additional capabilities, such as conducting
Web-based searches of technical support documents to facilitate problem-solving; submitting
and checking the status of onsite hardware support service requests; and accessing the
passwords required to use HP proprietary diagnostic tools.