| When the Customer experiences a system problem and reports it to the HP Response Center via a designated HP support telephone number, the Customer is connected to an HP-certified resolution engineer. The engineer first attempts to remotely troubleshoot, remedy, and resolve the problem with the Customer. Prior to any onsite assistance, an HP engineer may initiate and perform remote diagnostics to facilitate remote problem resolution. |
| Problems with covered hardware can be reported to the HP Response Center either via telephone or electronically, as locally available, 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request and notify the local office at the next coverage window. HP retains the right to determine the final resolution of all reported problems. Call-to-repair times for service requests submitted electronically may vary. |
| For technical hardware issues that cannot, in HP's judgment, be quickly resolved remotely, an HP customer support engineer is quickly engaged and, if necessary, sent to the Customer's site to provide onsite technical support on covered hardware products to return them to operating condition. . |
| For certain printers, PCs, ProLiant servers, Intel Pentium- and Xeon processor-based servers, and networking and storage products, HP may, at its sole discretion, elect to replace such products in lieu of repairing them. Replacement products are new or equivalent to new in performance. Replaced products become the property of HP |
| In addition, HP may install available engineering improvements to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP-supplied hardware replacement parts. |
| At its sole discretion, HP may install any firmware updates that, in the opinion of HP, are required to return the covered product to operating condition or to maintain supportability by HP. The installation of engineering improvements or firmware updates is not part of the call-to-repair time commitment, if applicable. |
| 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 6 hours of the initial service request to the HP Response Center. Call-to-repair time refers to the period of time that begins when the initial service request is logged at the HP Response Center and ends with HP's determination that the hardware is repaired. |
| Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced or, for eligible storage products, that access to the Customer's 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 time commitment is in effect. During this initial 30-day period and for up to 5 additional business days after the audit is completed, HP will provide a 4-hour onsite response time. |
| HP will provide HP-supported parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available and recommended engineering improvements. Replacement parts are new or equivalent to new in performance. Replaced parts become the property of HP. |
| 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 designated facility. These parts are managed to allow for increased inventory availability and are accessible to HP support engineers responding to an eligible service request. |
| Service is available 24 hours a day, Monday through Sunday, including HP holidays. |
| HP, at its sole discretion, may require an audit on the covered products. If such an audit is required, an HP authorized representative will contact the Customer and the Customer will agree to arrange 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 products is performed. |
| The information gathered in the audit allows an HP resolution engineer to survey and troubleshoot possible future hardware problems and complete the repair as quickly and efficiently as possible. 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 five (5) business days after the audit has been completed. |
| In addition, HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe. |
| Once an HP authorized representative arrives at the Customer's site, the representative will continue to deliver the service, either onsite or remotely, at the discretion of HP, until the products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available. |
| Work to completion may not apply to onsite support provided for desktop, mobile, and consumer products. |
| HP has established formal escalation procedures to facilitate complex problem resolution. Local HP management coordinates problem escalation, enlisting the skills of appropriate HP resources and/or selected third parties to assist with problem-solving. |
| As part of this service, HP provides access to certain commercially available electronic and Web-based tools. The Customer has access to: |
| Certain capabilities that are made available to registered users, such as downloading selected HP software and firmware patches, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users |
| Expanded Web-based searches of technical support documents, to facilitate faster problem-solving |
| Certain HP proprietary service diagnostic tools with password access |
| A support case manager, to submit questions directly to the HP Solution Center. The support case manager helps to resolve problems quickly with a pre-qualification process that routes the support or service request to the engineer qualified to answer the question. The support case manager also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone. |
| 'HP Live'', to check directly with an online HP support engineer during standard HP business hours, 8:00 a.m. to 5:00 p.m. local time, excluding HP holidays. This real-time online help can be accessed via the ''HP Live'' button on selected Web pages. Through sharing browser content, the HP support engineer will help navigate to the appropriate online content that may help resolve the problem. |
| For Customers who meet minimum requirements, electronic remote monitoring and support, standard configuration with real-time remote hardware event management provides diagnostic software for eligible products. This software monitors hardware status and generates notification events when certain predetermined conditions are detected. |
| Notification events are received and forwarded to HP for review and possible support action. With the Customer's authorization and at the sole discretion of HP, remote network access by an HP support engineer may be used for troubleshooting and faster problem resolution. |
| For details on the minimum requirements, the Customer may contact the local HP sales office. |
Computer Systems
