Reference Guide

Table 6 Tape Libraries, Virtual Tape and Disk Backup Products (continued)
Service Delivery Method
3
Availability & Response Time
4
Customer Performed
Maintenance Tasks
2
Include
Remote Monitoring &
Support
1
Warranty
Period
Product
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
N/A3 yearsTape Array 5300
Normal business hoursFirmware upgrade and
pre-upgrade tasks
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
ESL-e and EML have SNMP
and SMI-S for remote
monitoring.
The MSL 6000 has a web
based remote management
feature.
1 yearTape Libraries: ESL-e, EML,
MSL6000
Normal business hours
Next business day response
Firmware upgrade and
pre-upgrade tasks
1
To take full advantage of HP's remote monitoring & support solutions, and to maximize the service delivery experience, HP recommends
that you enable these features at installation time. For some products, this may require the purchase of HP Installation Services.
2
For details, see“Customer Responsibilities” (page 4) and “Customer self repair” (page 5).
3
For details, see “On-site warranty service” (page 6) and “Parts-only warranty service” (page 6).
4
Response times are based on local standard business days and working hours. Unless stated otherwise, responses are measured from
the time the customer calls to the time HP has either established a mutually acceptable time for support to be provided, or has begun
to provide support or remote diagnostics. Response time is based on a commercially reasonable effort. In some countries and under
certain supplier conditions, response time may vary. If your location is outside the customary service zone, response time may be longer
or there may be an additional charge. Contact your local HP service organization for the response time for your area.
5
Customer Self Repair includes remote telephone support with parts replacement when diagnostic tests confirm part failure. For component
CSR details, see http://www.hp.com/go/csrparts. For additional information, see “Customer self repair” (page 5).
6
Disk drive warranty may vary. For details, see “Disk Drives and Accessories” (page 11).
7
For details on the services bundled with this product, check the product specifications at http://www.hp.com.
Table 7 Other Disk Storage Systems
Service Delivery Method
3
Availability & Response Time
4
Customer Performed
Maintenance Tasks
2
Include
Remote Monitoring &
Support
1
Warranty
Period
Product
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
Remote monitoring and
notification of errors and
events (depending on
system capability)
1 yearDisk Subsystem DS2120
6
Normal business hoursFirmware upgrade and
pre-upgrade tasks
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
N/A1 yearNAS - 500s, S1000
6
Normal business hours
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: All partsRemote monitoring and
notification of errors and
events (depending on
system capability)
1 yearHP LeftHand P4300 Storage
System
HP P4300 G2 Storage
System
Normal business hours
HP LeftHand P4500 Storage
System
Next business day response
HP P4500 G2 Storage
System
HP P4900 G2 SSD Storage
System
Limited Warranty Period 17