| Coverage |
If the Customer does not act upon the specified Customer responsibilities, HP or the HP authorized service provider will, at HPs discretion, i) not be obligated to deliver the services as described, or ii) perform such service at the Customers expense at the prevailing time-and-materials rates. The Customer will identify a focal point and an internal Customer team to work collaboratively with the HP account team in the development, implementation, and ongoing review of account support plan. The call-to-repair time commitment is subject to the Customer providing immediate and unrestricted access to the system, as requested by HP. The call-to-repair time commitment does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time. Upon HP request, the Customer will be required to support HP's remote problem resolution efforts. The Customer will: Start self-tests, install and run other diagnostic tools and programs Install customer-installable firmware updates & patches Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility Perform other reasonable activities to help HP identify or resolve problems, as requested by HP The Customer is responsible for installing and maintaining the appropriate HP remote support solution, with a secure connection to HP, and to provide all necessary resources in accordance with the HP remote support solution release notes, in order to enable the delivery of the service and options. The Customer must also provide any hardware required to host the remote support solution. When an HP remote support solution is installed, the Customer must also maintain the contact details configured in the remote support solution that HP will use in responding to a device failure. Please contact a local HP representative for further details on requirements, specifications, and exclusions. For scheduled calls, the Customer shall promptly make the equipment available to HP for remedial activities at the agreed-upon time. |
| Shelf life |
Services provided within the scope of one Proactive Care support contract are restricted to the IT environment under the direct day-to-day management of one IT manager, in one country. Unless otherwise specified or arranged, proactive and consultative services are performed during standard HP business hours. Except as otherwise noted in this document, the scope of HP Proactive Care Service is limited to the products under the Proactive Care support contract. Scope of products covered: This service is available for selected servers, software, storage devices, storage arrays, network devices, and storage area networks only, as noted at the following website: www.hp.com/go/proactivecaretechnology The features of this service may differ, or be limited, based on specific devices or software. Please check with an HP sales office for specific limitations and local availability General limitations: The HP account team will provide the required proactive deliverables during HP standard business hours, standard business days, either remotely or onsite, at the discretion of HP. Support outside standard business hours is purchased separately and is subject to local availability. HP retains the right to determine the final resolution of all service requests. HP does not act in the capacity of nor take on the responsibility of an insurer of security, and states that no security provides absolute protection. While these services represent HPs efforts at security, rendered in accordance with industry best practices, no security can provide guaranteed protection. The following activities are excluded from this service: Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP Services that, in the opinion of HP, are required due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify hardware, firmware, or software Operational testing of applications, or additional tests requested or required by the Customer Services that, in HP's opinion, are required due to improper treatment or use of the products or equipment Services required due to failure of the Customer to take avoidance action previously advised by HP Backup and recovery of the operating system, other software, and data Hardware call-to-repair commitment: It may take up to 30 days from the Customers initial purchase date or the date the system arrives, whichever is longer, to set up and perform the audits and processes that must be completed before the hardware call-to-repair time commitment is in full effect. During this initial 30-day period and for up to 5 additional business days after the audit is completed, HP will provide the Customer with support with a 4-hour onsite response time. Hardware call-to-repair time options are specified in the Service feature highlights section (see table 3). All call-to-repair times are subject to local availability. Contact a local HP sales office for detailed information on availability. The hardware repair time commitment may vary for specific products. A call-to-repair time commitment does not apply when the Customer chooses to have HP prolong diagnosis rather than execute recommended server recovery procedures. If the Customer requests scheduled service, the repair timeframe begins from the agreed-upon scheduled time. 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 such as a keyboard, a mouse, certain hard disk drives, and other parts classified by HP as Customer Self Repair parts, or an entire replacement product. HP will determine the appropriate delivery method required to provide effective and timely Customer support and meet the call-to-repair time commitment, if applicable. In the event that a Customer Self Repair part is provided to return the system to operating condition, the call-to-repair time commitment, if any, shall not apply. In such cases, HP practice is to express ship to the Customer location the Customer Self Repair parts that are critical to the products operation. For more details on the Customer Self Repair process and parts, please refer to: www.hp.com/go/selfrepair The following are excluded from the call-to-repair time commitment (if applicable): Time for disk mechanism rebuild or sparing procedures Any restoration/recovery of compromised data Situations where a logical unit number (LUN) may be blocked to preserve data integrity Any period of non-availability not directly caused by the hardware fault HP reserves the right to modify the call-to-repair time commitment as it applies to the Customer's specific product configuration, location, and environment. This is established at the time of support agreement order and is subject to resource availability. HP will determine the appropriate delivery method required to provide effective and timely Customer support. An onsite response time will not apply if the service can be delivered using remote diagnosis, remote support, or other service delivery methods described above. In the event that a Customer Self Repair part is provided to return the system to operating condition, the onsite response time, if any, shall not apply. In such cases, HP practice is to express ship to the Customer location the Customer Self Repair parts that are critical to the products operation. For more details on the Customer Self Repair process and parts, please refer to: www.hp.com/go/selfrepair Software: For the Customer with multiple systems at the same location, HP may limit the number of physical media sets containing software product and documentation updates provided as part of this service. Software updates are not available for all software products. Upon the Customer's request, HP will provide the Customer with a list of software product families that currently do not include software updates. When this service feature is not available, it will not be included in this service. For some products, software updates include only minor improved features. New software versions must be purchased separately. Upon the Customer's request, HP will provide the Customer with a list of software product families where entitlement to receive and use new versions of software is not included in this service. Limitations to the defective media retention service feature: The defective media retention service feature option applies only to Disk or eligible SSD/Flash Drives replaced by HP due to malfunction. It does not apply to any exchange of Disk or SSD/Flash Drives that have not failed. |
Computer Systems
