Product Data Sheet / Brochure

For hardware support response time,
when optionally added
At the discretion of HP, service will be provided using a
combination of remote diagnosis and support, services
delivered onsite, and other service delivery methods.
Other service delivery methods may include the delivery,
via a courier, of Customer-replaceable parts or an entire
replacement unit. HP will determine the appropriate
delivery method required to provide effective and timely
Customer support and meet any call-to-repair time
commitment, if applicable. In the event that only a
Customer-replaceable part is required to return the
system to operating condition, the call-to-repair time
commitment shall not apply. An onsite response time
commitment will not apply if the service can be delivered
via the use of remote diagnosis, remote support, or other
service delivery methods described above.
The coverage window will be at the same level as the
software support coverage window.
Services such as, but not limited to, the following are
excluded:
• Recovery of the operating system, other software,
and data
• Operational testing of applications, or additional tests
requested or required by the Customer
• Troubleshooting for interconnectivity or compatibility
problems
• Support for network-related problems
• Services required due to failure of the Customer
to incorporate any system fix, repair, patch, or
modification provided to the Customer by HP
• Services required due to failure of the Customer
to take avoidance action previously advised by HP
• Work to completion does not apply to next business
day, second, third, fifth or scheduled response
coverage windows. Desktop and consumer products
are not eligible for work to completion.
For fully redundant storage technologies (e.g., the XP
storage array), the committed response time applies to
critical issues, as reasonably determined by HP, that
affect business or degrade performance. Response times
for non-critical service requests may vary.
For hardware support call-to-repair,
when optionally added
The following are excluded from the call-to-repair time
commitment (if applicable):
• Time for disk mechanism rebuild
or sparing procedures
• Situations where a logical unit number (LUN) may be
blocked to preserve data integrity
• Any restoration or recovery of compromised data
• Any period of non-availability not directly caused by
the hardware fault
HP reserves the right to modify its call-to-repair time
commitment as it applies to the Customer’s specific
product configuration, location, and environment.
This is established at time of order and subject to
resource availability.
A call-to-repair time commitment does not apply
when the Customer chooses to have HP prolong root
cause analysis rather than execute recommended
server recovery procedures.
Work to completion does not apply to next business
day, second, third, fifth or scheduled response coverage
windows.
Desktop and consumer products are not eligible for
work to completion.
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The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.