| Service Features |
Once the software vendor is engaged, HP will close the HP call, but the Customer can resume the service issue with HP if needed by referencing the original call identification number. Note: For a list of the non-HP software products eligible for Basic Software Support and Collaborative Call Management, please refer to www.hp.com/go/collaborativesupport. 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 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. |
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Networking
