HP System Support Service

HP System Support Service
Technical File ID: SP_05
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Table5. China Hewlett-Packard Response Time
Zone
Distance from
HP
Support Office
(KM)
24*7*4 5*9*4 5*9 Next Day
Zone 1 0-40 km 4-hour onsite, the same day 4-hour onsite, the same day Next Biz Day
Zone 2 41-80 km 4-hour onsite, the same day 4-hour onsite, the same day Next Biz Day
Zone 3 81-160 km 6-hour onsite, the same day 6-hour onsite, the same day Next Biz Day
Zone 4 161-240 km 10-hour onsite, the same day 10-hour onsite, the same day The 3
rd
Biz Day
Zone 5 241-320 km 12-hour onsite, the same day 12-hour onsite, the same day The 3
rd
Biz Day
Zone 6 321-480 km Next-day onsite Next Biz Day The 4
th
Biz Day
Outside Zone 1 481-750 km The 3
rd
Day The 3
rd
Biz Day The 4
th
Biz Day
Outside Zone 2 751-1500 km The 3
rd
Day The 3
rd
Biz Day The 4
th
Biz Day
Outside Zone 3 Beyond 1500 km Established case by case
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.
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