Product Data Sheet / Brochure

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The support services described herein are governed by HP´s Customer Suppport Services Agreement and appropriate Exhibits.
Service prerequisites
For hardware support response time or call-to-repair,
when optionally added
For onsite response time commitments of less than
4 hours and call-to-repair time commitments, an upfront
audit may be required by HP, as described in Table 3.
The hardware response time or call-to-repair time
commitment will not take effect until 5 business days
after the audit has been completed. Until such time,
service will be delivered at a 4-hour onsite response
time service level for the covered hardware.
For the inventory audit, the Customer will notify HP of
any configuration changes. The audit will be updated
periodically throughout the contract period. The audit
will be reviewed with the Customer during the support
planning and activity review meetings.
The call-to-repair reactive commitments require that all
applicable devices covered by the service agreement
must receive required OS/OE patch analysis and
management, unless they are replicated versions of
devices covered by this agreement that already receive
the required patch analysis and management.
Customer responsibilities
The Customer will:
• Allow HP full and unrestricted access to all locations
where the service is to be delivered
• Assign a designated person from the Customer’s staff
who, on behalf of the Customer, will grant all approvals,
provide information, and otherwise be available to
assist HP in facilitating the delivery of this service
• Be responsible for all data backup and restore
operations
Software support
• When the Customer is notified via hardcopy or e-mail
that a new version of software is available, it is the
Customer's responsibility to reply to the notification in
order to receive the new software update.
• The Customer is responsible for registering to use HP’s
electronic facility in order to obtain software product
information and download HP software patches.
• The Customer must retain and provide to HP upon
request all original software licenses, upgrade license
agreements, and license keys.
• The Customer must have rightfully acquired appropriate
licenses to use all software products in accordance
with current HP software licensing terms corresponding
to the Customer’s prerequisite underlying software
license; or in accordance with the current licensing
terms of the third-party software vendor, as applicable.