| Service Features |
Collaborative Call Management can be provided only in cases where appropriate active support agreements are in place with selected vendors and the Customer has taken the steps necessary to ensure that HP can submit calls on the Customers behalf for the limited purpose of placing a support call with the vendor. HP will engage the software vendor and provide information about the Customers issue, as obtained during the Basic Software Support service call. It is then the responsibility of the independent software vendor to resolve the Customer issue. Once the call is transitioned to the independent software vendor, the call will be subject to the support levels of the agreement between the Customer and the independent vendor. 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. As part of this service, HP provides the Customer with access to certain commercially available electronic and Web-based tools. The Customer has access to: Certain capabilities made available to registered users with linked entitlements, such as downloading selected HP software patches and firmware updates, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users 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. |
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Computer Systems
