HP System Support Service

HP System Support Service
Technical File ID: SP_05
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1.9
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.
1.10
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.
1.11
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.
1.12
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.
1.13
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.
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”