Product Data Sheet / Brochure

15
The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Call submission
Problems with covered HP hardware, HP software, or
HP software updates can be reported to the HP solution
centre via telephone, Internet, e-mail, or fax, where
locally available. HP will acknowledge receipt of the
service request but retains the right to determine the final
resolution of all reported problems. Based on Customer
preferences, responses may be delivered via telephone,
Internet, e-mail, or fax, where locally available. Onsite
response times for hardware service requests submitted
electronically may vary.
Ordering information
HP Proactive Essentials Service Unlimited: HA326AC
HP Proactive Essentials Service Incident: HA327AC
Proactive Essentials Service: SW Unlimited or Incident
can be purchased with unlimited-call or incident-based
software support:
• Unlimited-call software support is designed for the
Customer who prefers a fixed support budget with
the ability to engage HP for software issues without
exhausting the supply of purchased support incidents
before the end of the contract term. Customers with
unlimited service can make an unlimited number of
support calls during the contract term.
• Incident-based software support (available for Windows
and Linux products only) enables the Customer to
purchase a fixed number of calls (incidents) for use
during the one-year contract term. An incident, defined
as one problem submission, is considered used upon
successful resolution, as deemed by HP, of a specific
support problem regardless of the number of calls
needed to resolve the problem. Unused incidents
will expire at the end of the term. There is a minimum
of 10 incidents that must be purchased with PE:
SW Incident service.
One incident/service request is defined as the number
of calls it takes to meet the following closure definition.
An incident is defined as closed when one or more of
the following criteria have been met:
– The Customer has received the information available
to HP regarding the resolution of a problem
– The Customer has received information on how to
obtain a patch(es) that will resolve a problem
– The Customer has received notice that a software
problem is caused by a known, unresolved bug in
the software
– The Customer has received notice that a problem
has been identified as a hardware problem
– The Customer has received notice that the problem
has been corrected in a subsequent release of the
product
– HP has provided their best effort to provide information
Coverage windows must be contiguous and must include
standard business hours and standard business days.
If coverage is extended to include additional coverage
hours or days, the same coverage hours must be selected
for all covered days.