HP Hardware Exchange and Software Support for select HP

HP Hardware Exchange and Software Support for select HP
networking products and HP Visual Collaboration products
HP Care Pack Services
Technical data
HP Hardware Exchange and Software Support Care Pack Service combines popular hardware and
software services that enable you to increase the availability of your IT infrastructure. HP technical
resources work with your IT team to help you to resolve hardware and software problems. The HP Care
Pack service is offered on HP networking products that have a limited lifetime warranty and HP Visual
Collaboration products.
Software support provides access to the HP Response Centers. HP Response Center engineers work
with your IT team to provide advice on software features and use, problem diagnosis and resolution,
software defect identification, and access to patches. The service also provides electronic access to
firmware update releases to help extend the lifecycle of your technology investment.
Hardware exchange offers a reliable and fast exchange service for eligible HP networking and HP
Visual Collaboration products. Specifically targeted at products that can easily be shipped and on
which you can easily restore data from backup files, HP Hardware Exchange and Software Support is
a cost-efficient yet convenient alternative to onsite support.
Hardware exchange provides a replacement product or part to be delivered free of freight charges to
your location within a specified period of time of logging a call with HP. Replacement products or parts
are new or equivalent to new in performance.
This datasheet is governed by HP’s current standard sales terms, or if applicable, Customer’s purchase
agreement with HP.
This service also provides electronic access to comprehensive support information, allowing any
member of your IT staff to locate essential product and support information.
Service benefits
• Access to HP technical resources for problem resolution
• May contribute to improved system performance and reduced downtime
• Allows your IT resources to stay focused on their core tasks and priorities
• Convenient package of hardware and software services
Service feature highlights
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Flexible coverage window
Escalation management
Remote problem diagnosis and support
Problem analysis and resolution
Remote access
Software features and operational support
Problem isolation
Access to technical resources
Access to electronic support information and services
• Prepaid shipping label, materials, and instructions for return of defective unit
• Parts exchange
Specifications
Table 1. Service features
Feature
Delivery specifications
Access to electronic
support information and
services
As part of this service, HP provides access to certain commercially available electronic and
Web-based tools. The Customer has access to:
• Certain capabilities that are made available to registered users, such as downloading selected
HP firmware, 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 facilitate faster problem
solving
• 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
Escalation management
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.
Problem analysis and
resolution
HP provides corrective support to resolve identifiable and customer-reproducible software and
hardware product problems. HP also provides support to help the Customer identify problems
that are difficult to reproduce. In addition, the Customer receives assistance in troubleshooting
problems and determining configuration parameters for supported configurations.
Access to technical
resources
The Customer can access HP technical resources via telephone, electronic communication, or
fax (where locally available) for assistance in resolving software implementation or operations
problems.
This datasheet is governed by HP’s current standard sales terms, or if applicable, Customer’s purchase
agreement with HP.
2
Problem isolation
Problem isolation for the software and hardware product is provided. If it is determined that
the hardware has failed, a service request will be logged on the Customer's behalf.
Remote access
At the option of HP and with Customer approval, selected remote access tools may be used to
facilitate problem-solving. The use of these tools allows HP to work interactively with the
Customer and facilitates remote diagnosis of problems with the Customer's system.
The Customer can choose to use any of these remote access tools to assist in the resolution of
service requests. Only HP-provided, HP-approved tools are to be used as a part of this feature.
Software features and
operational support
HP provides information, as commercially available, on the latest product features, known
problems and available solutions, and operational advice and assistance.
Specifications
Table 2. Service-level options
Not all service-level options are available on all products. The service-level options the Customer has chosen will be specified in
the Customer's contract documentation.
Option
Delivery specifications
24x7 Software Support +
4 Hour Hardware
Exchange
Service is available 24 hours per day, Monday through Sunday, including HP holidays.
Replacement hardware will be delivered within 4 hours of a call being logged. 24x7 coverage
applies to Priority 1 calls only. Coverage window for lower-priority calls may be 24x5.
24x7 Software Support +
Next Business Day
Hardware Exchange
Service is available 24 hours per day, Monday through Sunday, including HP holidays.
Hardware failures diagnosed after 2:00 p.m. will ship the following business day with
next-business-day delivery. 24x7 coverage applies to Priority 1 calls only. Coverage window
for lower-priority calls may be 24x5.
9x5 Software Support +
Next Business Day
Hardware
Service is available between 8:00 a.m. and 5:00 p.m. local time, HP standard business days,
Monday through Friday, excluding HP holidays. Hardware failures diagnosed after 2:00 p.m.
will ship the following business day with next-business-day delivery. Calls received and
answered outside this service coverage window will be logged the next day for which the
Customer has a service coverage window (may vary by geographic location).This service is
available for HP Visual Collaboration products.
Travel zones
Travel zones will apply to courier only.
Courier travel zones and charges, if applicable, may vary in some geographic locations.
Response times to sites located more than 100 miles (160 km) from an HP designated support hub will
have modified response times for extended courier travel, as shown in the table below.
This datasheet is governed by HP’s current standard sales terms, or if applicable, Customer’s purchase
agreement with HP.
3
Next Business Day Hardware Exchange response times
Distance from primary HP support office
Next-day response time service level
0–100 miles (0–160 km)
Next coverage day
101–200 miles (161–320 km)
1 additional coverage day
201–300 miles (321–480 km)
2 additional coverage days
More than 300 miles (480 km)
Established at time of order and subject to resource availability
4 Hour Hardware Exchange response times
Distance from primary HP support office
4-hour response time
0–100 miles (0–160 km)
4 hours
101–200 miles (161–320 km)
8 hours
201–300 miles (321–480 km)
Established at time of order and subject to resource availability
More than 300 miles (480 km)
Established at time of order and subject to resource availability
Coverage
• At HP’s discretion, service will be provided using remote diagnosis and support or other service
delivery methods. Other service delivery methods, in lieu of shipping a replacement product, may
include the overnight shipment of parts specified as customer replaceable. HP will determine the
appropriate delivery method required in order to provide effective and timely support for the Customer.
Customer responsibilities
The Customer must retain and provide to HP upon request all original software
licenses, upgrade license agreements, and license keys.
• If required by HP, the Customer or HP Authorized Representative must register the hardware product to
be supported within ten (10) days of purchase of this service, using the registration instructions within
the Care Pack or the e-mail document provided by HP, or as otherwise directed by HP. In the event a
covered product changes location, registration (or a proper adjustment to existing HP registration) is to
occur within ten days of the change.
• Be responsible for all data backup and restore operations
• Install customer-installable firmware updates and patches
• The Customer is responsible for installing, in a timely manner, critical customer-installable firmware
updates, as well as Customer Self Repair parts and replacement products delivered to the Customer.
• It is the Customer's responsibility to remove all personal and/or confidential data from the defective
product before it is returned to an HP designated location for repair or replacement; HP is not
responsible for data stored on the returned product.
This datasheet is governed by HP’s current standard sales terms, or if applicable, Customer’s purchase
agreement with HP.
4
• Adhere to the licensing terms and conditions as stated by the original software manufacturer or sales
agent
• Be responsible for registering to use an HP or third-party hosted electronic facility in order to obtain
software product information or to download software patches
• Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
• Provide all information necessary for HP to deliver timely and professional remote support and to
enable HP to determine the level of support eligibility
• Start self-tests and install and run other diagnostic tools and programs
• The Customer must ship the defective product or parts to HP within 3 business days of receipt of the
replacement product/part and must obtain a prepaid insurance receipt, which should be retained by
the Customer as proof of shipment to HP. If the defective product or part is not received by HP within
10 business days of the Customer’s receipt of the replacement product, the Customer will be charged
the replacement product’s list price.
• Replacement products will usually be delivered to the Customer’s reception desk or goods reception
area if the specified Customer address is a business address. The Customer must acknowledge the
receipt of the replacement product by signing the freight carrier air bill at the time of delivery.
Service limitations
Not covered under this service are items such as, but not limited to, the following:
• 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
• Any services not clearly specified in this document
• Non-HP devices
• Maintenance kits and other supplies
• Consumables
• Backup, recovery, and support of the operating system, other software, and data
• Operational testing of applications, or additional tests requested or required by the Customer
• Service deployment on hardware not covered by an HP warranty or HP support agreement
• Troubleshooting for interconnectivity or compatibility problems
Service eligibility
The HP Hardware Exchange and Software Support Service must be purchased for each system in the
Customer's environment that requires this level of support.
To be eligible to purchase this service, the Customer must be properly licensed to use the revision of the
software product that is current at the beginning of the Support Agreement period; otherwise, an
additional charge may be applied to bring the Customer into service eligibility.
This datasheet is governed by HP’s current standard sales terms, or if applicable, Customer’s purchase
agreement with HP.
5
General provisions/Other exclusions
• HP reserves the right to charge, on a time and materials basis, for any additional work over and above
the service package pricing that may result from work required to address service prerequisites or other
requirements that are not met by the Customer.
• An additional fee may be charged to the Customer to respond to calls on HP products not covered
under product warranty or onsite hardware support contract.
• Activities such as, but not limited to, the following are excluded from this service:
• This service provides telephone advice. Further actions by the Customer might be required to resolve a
problem.
• Any services not clearly specified in this document
Ordering information
To obtain further information or to order HP Hardware Exchange and Software Technical Support Care
Pack Service, contact a local HP sales representative.
For more information
For more information on HP Hardware Exchange and Software Technical Support Service, contact any
of our HP sales offices in the United States or an HP authorized reseller, or visit our website at:
HP support services: www.hp.com/services/supportservices
HP Care Pack Services: www.hp.com/services/carepack
© Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein
is subject to change without notice. The only warranties for HP products and services are set forth
in the express warranty statements accompanying such products and services. Nothing herein
should be construed as constituting an additional warranty or condition, express or implied, in fact
or in law. HP shall not be liable for technical or editorial errors or omissions contained herein.
This datasheet is governed by HP’s current standard sales terms, or if applicable, Customer’s
purchase agreement with HP.
4AA3-4419ENW Rev. 1, November 2011
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