Hardware Technical Support Service Contractual Services, part

Data sheet
Hardware Technical Support
Service
Contractual Services, part of HP Care
Service benefits
This service provides:
• Fast response
Hardware Technical Support Service provides a remote hardware telephone support service
for selected HP and Compaq branded hardware products for large enterprise accounts, selfmaintainers, and HP channel partners who require a high level of technical support.
• Greater ability for your IT resources to stay
focused on their core tasks and priorities
HP provides you with priority access to a designated HP technical support group of HP Level 2
technical specialists, who offer priority problem escalation, if required.
• Expedited problem resolution
Telephone support includes both product advisory and technical operations support, which
covers questions about product usage and the function of specific components. It also includes
directing you to additional documentation regarding a specific product or question, providing
information on the interpretation of hardware product documentation, and clarifying and
interpreting product error codes.
Service features
• Hardware technical support
• Product advisory and technical operations
support
• Coverage window
• Access to electronic support information
and services
• Additional named callers (optional)
Hardware Technical Support also provides answers to hardware product installation, upgrade,
configuration, and startup questions about HP hardware products covered by the service. This
includes support for HP hardware management utilities during the warranty period of the
eligible HP hardware products. In addition, you receive suggestions for corrective procedures
for known problems, such as configuration or diagnostic problems.
Specifications
Table 1. Service features
Feature
Delivery specifications
Hardware technical
support
For assistance in hardware problem diagnosis and resolution on selected HP
products, HP provides the Customer’s technical assistance center (TAC) or
certified technician with priority access to HP Level 2 technical specialists via
telephone or electronic communication.
Product advisory and
technical operations
support
For selected HP or Compaq branded products, HP will provide both product
advisory and technical operations support, which includes the following:
•Providing answers to product usage questions, including support for HP
drivers and firmware
•Answering questions about the function of a specific component
•Directing the Customer to additional documentation regarding a specific
product or question
•Providing information on the interpretation of hardware product
documentation
•Clarifying and interpreting product error codes
•Answering hardware product installation, upgrade, configuration, and
startup questions about HP-supported hardware products, including support
for HP-provided hardware management utilities
•Suggesting corrective procedures for known problems, such as configuration
or diagnostic issues
Data sheet | Hardware Technical Support Service
Table 1. Service features (continued)
Feature
Delivery specifications
Product advisory and
technical operations
support (continued)
A service request has been resolved when one or more of the following criteria
have been met:
•The Customer has received information from HP that resolved the problem.
•The Customer has received information from HP on how to obtain onsite
service to resolve a problem.
•The Customer has received notice from HP that a problem is caused by a
product for which this service is not available.
•The Customer has received notice from HP that a problem is caused by a
known, unresolved hardware problem.
•The Customer has received notice from HP that the problem has been
corrected in a subsequent release of the product.
•The Customer has received notice from HP that a problem has been identified
as a software problem.
•The problem has been escalated to the vendor and HP has provided the
response received from the original manufacturer.
HP provides priority escalation of problems to the next level of available HP
technical specialist, as appropriate.
Coverage window
The service coverage window specifies the time during which the Customer
may call HP. Service is available 24 hours a day, Monday through Sunday,
including all HP holidays, for desktops and mobile devices. Support for printers
is available between 8:00 a.m. and 5:00 p.m. local time, Monday through
Friday excluding HP holidays.
This coverage window is subject to country availability. Check with the local
HP office for detailed information on availability.
Access to electronic
support information
and services
HP will provide access to hardware-related electronic and Web-based tools
and services, such as firmware updates and proactive notification services.
In addition to access to services available to registered users, Customers with
a Hardware Technical Support contract will also benefit from the ability to
search technical support documents to solve problems, access passwords
required to use HP proprietary diagnostic tools, and submit and check the
status of Hardware Technical Support service requests.
Table 2. Optional service features
Feature
Delivery specifications
Additional named callers Support for three named callers is included with Hardware Technical Support.
Customers can optionally purchase support for additional callers with this
service feature.
Coverage
•Hardware Technical Support provides coverage for selected HP or Compaq branded
commercial hardware products, which may include desktops, mobile devices, and selected
peripherals.
•The Customer should check with their local HP sales office or HP reseller for detailed
information on HP hardware product coverage.
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Data sheet | Hardware Technical Support Service
Customer responsibilities
The Customer will:
•Provide the name and telephone number of up to three employee contacts who are authorized
to utilize this service and can direct and approve activity from HP response centers in the event
of a critical problem (additional named callers may be added for an additional charge)
•Protect the Hardware Technical Support phone number and access PIN from unauthorized use
•Adhere to licensing terms and conditions regarding the use of HP service tools, as applicable
•Maintain an adequately trained workforce capable of using any relevant service and diagnostic
tools, as recommended by HP
•Maintain hardware at the latest level in accordance with manufacturer’s standards,
recommendations, or schedules
•Be responsible for either providing an adequately trained technical contact (Accredited
Platform Specialist [APS] certified or higher level) or implementing a TAC to act as the
intermediary on all service issues between HP and the Customer; the technical contact or TAC
engineer will:
–– Provide the initial level of service to the Customer’s end users for each service request
–– Be prepared with product documentation when logging a Hardware Technical Support
service request and be able to provide details on the current configuration and topology,
including hardware platform(s), operating system(s), and application(s)
–– Maintain a level of hardware remedial maintenance expertise capable of providing
competent technical support to the Customer’s first-line engineers
•Purchase this service for each HP system in the Customer’s environment that will require
support, unless the Customer is purchasing support on an incident basis (see the “Ordering
information” section for more details on incidents)
Service limitations
Depending on call volume, a Level 2 specialist may not be available for service outside of
normal business hours. When this occurs, the Customer will be forwarded to the next available
technical specialist to reduce response delays.
Services such as, but not limited to, the following are excluded from this service:
•Support for the following Hewlett-Packard Enterprise hardware products:
–– Servers
–– Storage products, such as SAN (other than basic interoperability issues)
–– External network devices, such as routers or network topology devices
–– HP Integrity NonStop servers
•Direct support for the operating system
•Services that, in the opinion of HP, are required due to improper treatment or use of the
equipment
•Actual repair of product malfunctions
•Services required due to unauthorized attempts by non-HP personnel to repair, maintain,
or modify the equipment
•Services required due to causes external to the HP-maintained equipment
•Licenses, media, and documentation updates
•Support for hardware not supported by HP
•Software support services
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Data sheet | Hardware Technical Support Service
Ordering information
Hardware Technical Support can be purchased on a per-system or an incident basis:
•Per-system support provides unlimited calls during the contract term for up to three named
users on hardware systems (available for desktops, mobile devices, and selected peripherals
from HP) for which the service is purchased. Customers can make an unlimited number
of support calls during the contract term on the hardware system for which the service is
purchased.
•Incidents (available for desktops, mobile devices, and printers from HP) provide a number of
telephone support requests that the Customer can use during the one-year contract term.
An incident is resolution of a specific service request, as defined above, regardless of the
number of telephone calls involved. Unused incidents expire at the end of the contract term.
Learn more at
hp.com/go/cpc
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HP Services are governed by the applicable HP terms and conditions of service provided or indicated to the Customer at the time of purchase. The
Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and
conditions of service or the HP Limited Warranty provided with an HP product.
© Copyright 2005, 2015 HP 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. HP shall not be liable for technical or editorial errors or omissions contained herein.
4AA5-9595ENW, July 2015
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