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.
Specifications
Table 3. Reactive features, continued
Feature or service
Response time
commitment (hardware)
Call-to-repair time commitment
(in lieu of onsite response time
commitment) (hardware)
emote support
Delivery specifications
Response times and Call to Repair times are dependant on the location of your site in relation to an HP support office. To check service availability,
please contact your HP Services representative.
A 6-hour call-to-repair time commitment may be selected for eligible products in lieu of an onsite response time.
For critical problems with covered hardware that cannot be quickly resolved remotely, HP will use commercially reasonable efforts to return the
covered hardware to operating condition within a specified time period after the initial service request to the HP response centre. Call-to-repair time
refers to the period of time that begins when the initial service request is logged at the HP response centre and ends with HP's determination that the
hardware is repaired. Call-to-repair times are measured during the coverage window only and may be carried over to the next day for which there
exists a coverage window.
Call-to-repair time options available for eligible products are specified below. All call-to-repair times are subject to local availability. Contact a local
HP sales office for detailed information on availability.
Repair is considered complete upon HP verification that the hardware malfunction has been corrected or, for eligible storage products, access to
Customer data has been restored. Verification by HP may be accomplished by the completion of a power-on self-test, standalone diagnostic, or
visual verification of proper operation. At its sole discretion, HP will determine the level of testing necessary to verify that the hardware is repaired.
At its sole discretion, HP may temporarily or permanently replace the product in order to meet the repair time commitment. Replacement products are
new or equivalent to new in performance. Replaced products become the property of HP. It will take 30 days from the time this service is purchased
to set up and perform necessary audits and processes before the hardware call-to-repair commitment is in effect. During this initial 30-day period
and up to 5 additional business days after the audit is completed, HP will be on Customer site to begin services within 4 hours of Customer's service
request to the HP response centre.
• Enhanced parts inventory management (included with call-to-repair time commitment)-to support HP call-to-repair time commitments, an inventory
of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an HP office. These parts are managed to allow
for continuous availability and are always accessible to customer support engineers responding to a support request.
• Upfront audit (included with call-to-repair commitment)-HP, at its sole discretion, may require an audit on the covered equipment. If such an audit
is required, an HP authorised representative will contact the Customer, and the Customer will agree to arrange for an audit to be performed within
the initial 30-day timeframe. During the audit, key system configuration information is collected and an inventory of the covered equipment is
performed. The information gathered in the audit allows an HP resolution engineer to quickly survey and troubleshoot possible future hardware
problems and expedite repairs. At the sole discretion of HP, the audit may be performed onsite, via remote system access, via remote audit tools,
or over the phone. If an audit is required by HP, the hardware call-to-repair time commitment will not take effect until 5 business days after the
audit has been completed. In addition, HP reserves the right to downgrade service to a response time commitment or cancel the service contract
if critical audit suggestions are not followed or the audit is not performed within the specified timeframe.