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U4RA3E
HP 5 year Next business day StoreEasy 1440/1640 Foundation Care Service
U4RA3E
Description
HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. HP technical resources work with your IT team to help you resolve hardware and software problems with HP and selected third-party products. For hardware products covered by HP Foundation Care, the service includes remote diagnosis and support, as well as onsite hardware repair if it is required to resolve an issue. For eligible HP hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HP software. Contact HP for more information and determination regarding which eligible software products maybe included as part of your hardware product coverage. For software products covered by HP Foundation Care, HP provides remote technical support and access to software updates and patches. HP releases updates to software and reference manuals as soon as they are made available for selected HP-supported software products for each system, processor, processor core, and end user, as allowed by HP or the original manufacturer software license. Updates for selected HP-supported third-party software products are included as they are made available from the original software manufacturer. In addition, HP Foundation Care Service provides electronic access to related product and support information, enabling any member of your IT staff to locate this commercially available essential information. For third-party products, access is subject to availability of information from the original manufacturer. You can choose from a set of reactive support levels to meet your business and operational needs.
- Escalation Management
- HP electronic remote support solution
- Basic SW Support and Collaborative Call Management for non-HP SW on eligible HP hardware products
- Access to electronic support information and services
| Service Features |
For products covered by Foundation Care, HP offers three distinct service levels: HP Foundation Care NBD Service HP Foundation Care 24x7 Service HP Foundation Care CTR Service The HP Foundation Care portfolio also offers the same three service levels with the inclusion of hardware defective media retention (DMR) and comprehensive defection material retention (CDMR) as additional core features. See table 2 for details on DMR and CDMR. The details of the HP Foundation Care service levels are outlined in the text that follows. HP has established formal escalation procedures to facilitate the resolution of complex problems. Local HP management coordinates problem escalation by enlisting the skills of appropriate HP resources to assist the Customer with problem-solving. For selected third-party software products for which HP is providing software support and update services, HP will follow the agreed-upon escalation processes established between HP and the third-party vendor to assist with problem resolution. For eligible products, the HP electronic remote support solution provides robust troubleshooting and repair capabilities. It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history. An HP support specialist will only use the remote system access with the Customer's authorization. The remote system access may enable the HP support specialist to provide more efficient troubleshooting and faster problem resolution. In cases where the Customer has not purchased HP Foundation Care support on selected non-HP software products that reside on eligible hardware equipment covered by HP Foundation Care support, HP will provide the Basic Software Support and Collaborative Call Management features as described below, instead of Foundation Care software support as described in the Software support section of table 1. Basic Software Support on selected non-HP software products is limited to the following: HP will attempt to resolve problems on these products by applying or asking the Customer to apply fixes that have been made available or known to HP. In some cases, support may be limited to communication of a known fix available through the installation of a software update or patch, and the Customer will be directed to available sources for the applicable updates or patches because access to the known fix requires additional service contracts with the respective software vendor. If the problem is still not resolved, then Collaborative Call Management can be initiated at the Customers request. Basic Software Support is available 24 hours per day, 7 days per week. If HP determines that a problem is caused by a selected independent vendors software and the problem is not resolved by the Customer applying known, available fixes, HP will, at the Customers request, initiate Collaborative Call Management with the independent software vendor. |
| Service Level Options - HP Foundation Care 24x7 Service |
Hardware support: Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays. 4-hour onsite response: For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite within 4 hours. An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service within four hours of the call having been received and acknowledged by HP.Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP, as described in the General provisions/Other exclusions section. The onsite response time ends when the HP authorized representative arrives at the Customer's site, or when the reported event is closed with the explanation that HP has determined it does not currently require an onsite intervention. |
| Service Level Options - HP Foundation Care CTR Service |
Hardware support: Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays. 6-hour call-to-repair time: For critical incidents (Severity 1 or 2), HP will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours after the initial service request has been received. Availability of call-to-repair times is dependent on the proximity of the Customer site to an HP-designated support hub, as described in the Travel zones section. |
| Service Level Options - HP Foundation Care NBD Service |
Hardware Support: Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Onsite response time: Next-business-day onsite response: For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite the next business day. An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service the next coverage day after the call has been received and acknowledged by HP.Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP, as described in the General provisions/Other exclusions section. The onsite response time ends when the HP authorized representative arrives at the Customer's site, or when the reported event is closed with the explanation that HP has determined it does not currently require an onsite intervention. Calls received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage day.Software support: Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Remote response time: Once a software problem is logged, an HP Solution Center engineer will respond to the call within two hours, as noted in the Software support section of table 1. |
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