| Service Features |
When experiencing a problem, the Customer must first place a call to a designated support telephone number. HP will provide basic telephone technical assistance with installation, product configuration, setup, and problem resolution. Prior to any remote or offsite assistance, HP may ask the Customer to provide relevant information, start diagnostic tools, and perform other supporting activities at the request of HP. HP will then work with the Customer remotely to isolate the hardware problem. For HP networking products covered by Foundation Care Exchange, HP offers two distinct hardware replacement parts exchange service levels: HP Foundation Care NBD Exchange Service HP Foundation Care 4-hour Exchange Service The details of the HP Foundation Care Exchange hardware replacement parts exchange service levels are outlined in the text that follows. These services are subject to local availability. Contact a local HP sales office for detailed information on service availability. HP will confirm that the ordered part will be shipped in advance of HP's receipt of the defective part, within the hardware replacement parts exchange service-level. The Customer must return the defective part within the time specified by HP in the Customer Responsibilities section of this datasheet. The replaced product becomes the property of HP. For a part not returned within the specified time period, the Customer will be billed and required to pay for such retained part at full country list price. HP has established formal escalation procedures to facilitate the resolution of complex problems. 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 commercially available electronic and Web-based tools. The Customer has access to: Certain capabilities that are made available to registered users, 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 help facilitate problem-solving A search of HP and third-party hosted knowledge databases for certain third-party products in order to retrieve product information, get answers to support questions, and participate in support forums; this service may be limited by third-party access restrictions. |
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Networking
