HP Software Support Service

HP System Support Service
Technical File ID: SS_05
3 of 11
1.7
Access to
Technical Resource
Briefing:
Customers can access HP technical resources via telephone, or electronic communication,
for assistance in resolving software implementation or operations problems.
1.8
Remote Electronic
System Support
Briefing:
For customers who meet minimum requirements, Instant Support Enterprise Edition (ISEE)
real-time remote event management provides diagnostic software for eligible products. This
software monitors equipment status and generates notification events when certain
predetermined conditions are detected. Notification events are then forwarded to HP for
review and possible support action.
1.9
Problem Analysis
and Resolution
Briefing:
HP provides support to resolve identifiable and Customer- reproducible software product
problems. HP also provides support to help Customers identify problems difficult to
reproduce. The Customer receives assistance in troubleshooting problems and solving
configuration issues.
1.10
Software Features
and Operational
Support
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.
1.11
Problem Isolation
Briefing:
Problem isolation to the software product is provided. The Customer is informed if the
problem is perceived to be hardware related. For those customers with HP a Hardware
Maintenance Onsite agreement, an engineer is dispatched for on-site maintenance. For
customers without a Hardware Maintenance Onsite agreement, a chargeable service request
will be logged, with the customer's approval.
Notes:
1． Choice of one of the “Service Level Selection” from the above-mentioned “Based on the support service
of servers or storage devices”;
2．
The “HP Response Center and Telephone Servicing Promise” schedule shall be the standard for the
above-mentioned “Timing”