HP Critical Advantage Service
HP Services
HP Critical Advantage (CA) Service is a comprehensive
support solution designed to help businesses maximize their
return on investment in complex infrastructure that supports
critical applications. CA offers an integrated set of proactive
and reactive services designed to help you improve
performance, availability, and functional use of your
technology.
Service grows within your IT environment*. The account
team will then use these credits to provide further proactive
services that are selected for your IT environment* based on
your specific needs. Also, you have the option of purchasing
additional CA proactive service credits, in case you need
additional proactive services to be performed by the account
team.
CA includes proactive and reactive support for the products
in your IT environment*. CA is purchased and entitled on a
per-product basis, and you have the flexibility of choosing
the appropriate hardware reactive support level, depending
on your needs. In addition, each CA service level provides
reactive software support and updates for HP software and
the third-party software you’ve purchased from HP.
CA includes reactive support for your hardware and
software, as well. When problems occur, you will receive
rapid response from the HP Global Mission Critical Solution
Center (GMCSC), whose staff members are trained to
provide advanced technical support and are familiar with
your specific IT environment*. For hardware issues, the
GMCSC will dispatch trained hardware specialists to resolve
incidents on site, if required.
CA provides an assigned account team composed of highly
trained IT professionals who form close working relationships
with designated members of your IT management staff. The
account team develops a clear understanding of your IT
environment*, your IT goals, and your overall business
objectives. A mutually agreed-upon support strategy is then
designed and documented in an account support plan. The
account team meets with you annually to discuss progress
against the plan and to update the plan in order to track
continued alignment with your business goals. In addition,
your assigned account team is equipped with HP developed
remote support technologies and tools to help you minimize
downtime and improve productivity.
In a complex environment, many components need to work
seamlessly together. CA has been specifically designed for
this purpose. It provides an end-to-end environment support
solution covering servers, operating systems, hypervisors,
storage, storage area networks (SANs), and networks. CA
provides proactive deliverables across the components in the
infrastructure supported by CA to help you achieve
maximum utilization, uptime, and use of the technology by
addressing the most common challenges in managing these
environments. CA provides a core set of proactive services
for your IT environment*. CA also includes flexible proactive
service credits that grow as your total investment in the CA
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
CA is available at time of product purchase, or it can be
purchased as a contract for existing HP customer IT
environments*.
*IT environment, for the purposes of this document, is the IT
infrastructure supported by CA. The extent of infrastructure
covered by CA will be those products on which the service
has been purchased. You may choose to cover all or a
portion of your IT infrastructure with CA. If CA is purchased
for a server, enclosure, storage device, or network device,
all hardware components within the device must be at the
same CA service level.
Service benefits
CA helps you maximize performance, availability, and
functional use of virtualized infrastructure environments with:
• Access to an assigned team of HP specialists who
understand your IT needs in supporting your business
• Advice on technology deployment
• A core set of proactive services that can be used to help
you establish a support plan to address issues across your
IT environment*
• A choice of proactive services, selected as needed to meet
your particular business situation
CA helps you resolve problems quickly, with:
• A single point of accountability across your IT
environment*
• Collaborative incident management processes for selected
vendors’ products not covered under the CA contract, such
as SAP**
• Rapid connection to technical specialists for critical
incidents
• A flexible range of hardware support response or repair
time commitments to suit your business requirements and
budget
• Real-time monitoring of your IT environment*
* IT environment is the IT infrastructure supported by CA
** Selected vendors are noted in the Critical Advantage
Service data sheet addendum. Capabilities are dependent
on your service-level agreement (SLA) with the third-party
vendor. Please consult an HP representative for more detail.
Service feature highlights
Table 1. HP account team (available as part of CA Care Pack and CA Contractual services)
Core features
• Assigned account team:
– Account Support Manager (ASM)
– Global Mission Critical Solution
Center Remote Support Account
Advocate (RSAA)
– Mission Critical Hardware
Specialist (MCHS) (call-to-repair
time commitment only)
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
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Service feature highlights continued
Table 2. Proactive features (available as part of CA Care Pack and CA Contractual services)
Core features
Optional features
• Account management core
deliverables:
• Additional HP Critical Advantage
service credits
– Account support plan
– Support planning and activity
review
– Operational and technical advice
• Remote support solution core
deliverables:
– Setup and maintenance of
electronic remote support solution
– HP IT Resource Center
• Firmware and software revision
analysis
• Virtual and physical technology
review
• Critical Advantage credits and flexible
proactive services
Table 3. Reactive features (available as part of CA Care Pack and CA Contractual services)
Core features
Reactive service-level choices
Additional core feature for CA with
defective media retention (DMR) services
• Service coverage window (24x7)
• Hardware and software reactive
support
• HP Critical Advantage L1 w/DMR
Service
• Hardware and software reactive
support options:
• HP Critical Advantage L2 w/DMR
Service
• Global Mission Critical Solution
Center:
– Response to critical hardware and
software incidents (24x7)
– Accelerated escalation
management
– Remote hardware and software
incident diagnosis and support
– HP electronic remote support
solution
– Assistance on non-HP products
– HP Critical Advantage L1 Service
– HP Critical Advantage L2 Service
– HP Critical Advantage L3 Service
– Defective media retention
• Hardware onsite support for HP
Critical Advantage L1 and L2 Services
• Hardware call-to-repair (CTR) time
commitment for HP Critical Advantage
L3 Service
– Access to electronic support
information and services
– Upfront audit (CTR time commitment
only)
– Parts and materials
– Enhanced parts inventory
management (CTR time commitment
only)
– Work to completion
• HP Critical Advantage L3 w/DMR
Service
• Software reactive support features
– Non-critical software response
– Software product and
documentation updates
– License to use software updates
– HP recommended software and
documentation updates method
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
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Service feature highlights continued
Table 4. Hardware service-level options (available only as part of CA Contractual service)
Hardware coverage window options
Hardware reactive support options
• Hardware coverage window options:
• Onsite response time for hardware
support
– Standard business hours, standard
business days (9x5)
– 13 hours, standard business days
(13x5)
– 16 hours, standard business days
(16x5)
– 24 hours, standard business days
– Coverage extension for additional
hours
– Coverage extensions for additional
days
• Onsite response time options:
– 2-hour onsite response
– 4-hour onsite response
– Next-day onsite response
• Call-to-repair (CTR) time commitment
• CTR time commitment options:
– 6-hour CTR time
– 8-hour CTR time
– 24-hour CTR time
Specifications
Table 1. HP account team (available as part of CA Care Pack and CA Contractual services)
Feature
Delivery specifications
Core features
Assigned account team
HP assigns an account team to the Customer’s organization. The team—composed of trained and experienced IT specialists—works with the
Customer to address the Customer’s business and IT objectives. Members of the assigned account team are:
• Account Support Manager (ASM)
• Remote Support Account Advocate (RSAA)
• Mission Critical Hardware Specialist (MCHS), only for hardware CTR time commitment service levels
The assigned account team is the Customer’s advocate and technical focal point for the ongoing support of the IT environment. To help meet Customer
objectives, the team works with the Customer to develop—and routinely review—a mutually agreed-upon account support plan. Additional activities
are:
• Coordination of proactive activities
• Coordination of additional HP resources when specific skills are needed
• Conducting support planning and activity reviews
• Monitoring of issues, patches, and advisories that could impact the Customer’s environment
• Accelerated escalation management
• Business recovery and technical resolution of events
• Operating system patch analysis recommendation
• Firmware and driver analysis and recommendation
• Recommendation of preventive activities
• Installation of agreed-upon non-customer-installable hardware changes and firmware updates, as required by the hardware advisory notification for
selected devices
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
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Specifications
Table 2. Proactive features (available as part of CA Care Pack and CA Contractual services)
Feature
Delivery specifications
Core features
Account management
core deliverables
HP will perform the following core deliverables as part of account management activity.
Account support plan
The account support plan is developed by the ASM after meeting with the designated members of the Customer’s IT staff. It is aligned with the
Customer’s business goals, IT goals, and critical success factors to help improve the operation of the Customer’s IT environment. The plan details the
services HP will provide by documenting the Customer’s environment and describing the in-depth plan to assist Customer in meeting internal
service-level agreements (SLAs). Key objectives of the account support plan are to help the Customer mitigate risk and drive continuous improvement.
In addition, the account support plan defines roles and responsibilities and documents the Customer’s CA environment. Annually, the ASM reviews the
plan with the Customer and makes the necessary adjustments to match the Customer’s ongoing needs and service alignment.
Support planning and
activity review
Annually, the ASM and RSAA conduct a support planning and review session. During this session, the Customer, ASM, and RSAA review the support
provided by HP over the previous period, including key topics arising from the support activity report and the outcome of CA service activities. These
reviews also provide an opportunity to discuss trends, any planned changes to the Customer's IT environment and business, and the impact these
changes will have on the Customer's support requirements. Any additional support requirements can be identified and discussed.
These reviews provide an open communication forum to help the Customer share business and IT goals and to help align the CA Service with the
Customer’s needs on an ongoing basis. During this review, the ASM may share HP best practices and provide IT operational and technical advice
regarding the Customer’s current and future operational needs and projects.
During the review, HP provides the Customer with an annual support-activity report documenting reactive support-call information during that specific
period. The report highlights potential risk factors and includes appropriate recommendations.
Operational and
technical advice
The ASM builds a strong working relationship with designated members of the Customer's IT management staff and helps to align the Customer's IT
goals with the Customer's resources while enhancing the capabilities of the Customer's IT infrastructure. In addition to the guidance and advice
provided by the ASM during ongoing operations, HP can help minimize risk and potential business disruptions through change management advice.
Remote support solution
core deliverables
HP will perform the following core deliverables as part of the remote support solution activity.
Setup and maintenance
of electronic remote
support solution
HP provides an electronic remote support solution. This solution is a prerequisite for this service and is available in standard and advanced
configurations. As part of this activity, HP explains the features and benefits of the remote support solution and recommends the appropriate
configuration based on the type and number of devices supported in the Customer’s CA environment. HP assists the Customer with the setup and
maintenance of the solution, as well as any prerequisite software the solution requires.
HP IT Resource Center
HP provides a comprehensive online resource for instant, customized knowledge, tools, and service. This one-stop IT site offers self-solve tools;
personalized, reliable assistance; new online training and forums; and instant access to the most comprehensive multivendor, multiplatform IT content
available.
Firmware and software
revision analysis
System performance and stability require maintenance of the correct levels of software and firmware revisions. Annually, HP reviews the products
under the CA contract to verify that they are at the recommended revision levels. The HP account team provides a recommendation as to applicable
software and firmware revisions and offers upgrade planning advice for the recommendations. This feature covers all HP firmware and software
under the CA contract and selected OS* and hypervisors*.
Where the Customer has not purchased Critical Advantage on a selected OS or hypervisor* but has purchased Critical Advantage on the underlying
server, HP provides annual software update notification only.
For Microsoft® operating systems, HP delivers a written Microsoft Service Pack Bulletin annually that addresses the features of the latest Microsoft
operating system service packs.
For the Linux OS, HP reviews Linux patch notifications from Linux suppliers annually and provides recommendations of patches applicable to the
Customer’s environment for Customer installation, based on Red Hat and SUSE Linux versions.
For VMware and Microsoft Hyper-V Hypervisors, VMware vCenter, and Microsoft System Center Virtual Machine Manager, HP reviews patch
notifications from the suppliers annually and provides recommendations of patches applicable to the Customer’s environment.
For HP BladeSystem environments, the analysis includes the enclosure and all its components, including server and storage blades, power and cooling
components, networking, interconnects, and Virtual Connect. The analysis also covers any drivers related to firmware updates.
* Selected OS and virtualization software, as noted in the Critical Advantage Service data sheet addendum. Please consult an HP representative for
more detail.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
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Specifications
Table 2. Proactive features (available as part of CA Care Pack and CA Contractual services) continued
Feature
Delivery specifications
Core features continued
Firmware and software
revision installation
assistance
For firmware defined by HP as non-customer-installable, HP can provide onsite installation. HP installs these firmware revisions, if requested by the
Customer, either during standard HP business hours or outside standard HP business hours at no additional charge to the Customer. HP provides
telephone assistance for the installation of customer-installable firmware and software revisions, if requested by the Customer, during the related
hardware device coverage window.
Installation of customer-installable firmware and software revisions and/or increased frequency of analysis are available through the use of CA credits
as described in the ‘Critical Advantage credits and flexible proactive services’ section below. The ASM will provide a custom quote, if requested.
Virtual and physical
technology review
Annually, HP provides a review of the virtual and physical environment. The review provides a technical and supportability review of the IT
environment, including product-specific compliance to environmental specifications. The environment review and Customer interviews identify key
areas requiring further attention. The ASM works with the Customer to plan how to address these areas using appropriate proactive services with CA
credits (see ‘Critical Advantage credits and flexible proactive services’ section below).
Critical Advantage
credits and flexible
proactive services
As part of the CA purchase price, the Customer receives CA service credits. The total number of CA service credits scales with the amount and type of
products that are covered by the CA contract. The ASM can provide recommendations on the appropriate activity for the Customer’s specific
situation. Please consult an HP representative for more detail on available CA credits that the Customer can use to choose from a range of proactive
services.
Optional features
Optional features are available at an additional charge.
Additional HP Critical
Advantage service
credits
Customers who require additional proactive help from the members of the account team may purchase additional HP Critical Advantage service
credits. Topics addressed may be either technical or operational. The ASM can assist in determining these activities based on the Customer's needs.
This option provides ten (10) Critical Advantage service credits. The Customer can order multiple quantities of this option, if needed. Additional
agreed-upon activities are provided during standard HP business hours.
Specifications
Table 3. Reactive features (available as part of CA Care Pack and CA Contractual services)
Feature
Delivery specifications
Core features
Service coverage
window (24x7)
The default coverage window for CA is 24 hours a day, Monday through Sunday including HP holidays. A response to any critical incident is
available 24 hours a day, Monday through Sunday including HP holidays, and is described below in the Global Mission Critical Solution Center
response feature definition.
Global Mission Critical
Solution Center
CA provides 24x7 access to HP’s Global Mission Critical Solution Center.
Response to critical
hardware and software
incidents (24x7)
The Customer can access the dedicated mission-critical phone number 24 hours a day, 7 days a week. When the Customer calls with a critical
hardware or software incident (severity 1 or 2), the Customer is connected to a remote technical support specialist within the HP Global Mission
Critical Solution Center who specializes in business recovery in complex computing environments, and who has full access to information about the
Customer’s IT environment, systems, and specific support needs. In the event of a hardware issue that may require an onsite presence, a hardware
specialist is dispatched to the Customer’s site in accordance with the hardware reactive service level of the affected device.
In addition to the initial troubleshooting, the specialist performs failure data collection and incident definition. The HP specialist also employs
escalation procedures and engages additional technical specialists, if necessary.
For critical incidents (severity 1) and at HP’s discretion, a post-incident review and root-cause analysis activity may be provided. This activity helps to
identify any improvements that could be made by the Customer or HP in order to help avoid the occurrence of similar incidents in the future, or to
improve subsequent incident handling.
Incident severity levels are defined in 'General provisions.'
Accelerated escalation
management
HP employs integrated, accelerated escalation procedures to resolve complex support incidents. For the CA Customer, HP uses support specialists to
resolve the Customer’s critical incidents (severity 1 or 2).
If the situation requires additional resources or skills, HP management coordinates incident escalation and rapidly enlists key incident-solving
specialists throughout HP.
Incident severity levels are defined in 'General provisions.'
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
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Specifications
Table 3. Reactive features (available as part of CA Care Pack and CA Contractual services) continued
Feature
Delivery specifications
Core features continued
Remote hardware and
software incident
diagnosis and support
Once the Customer has placed a call and HP has acknowledged* receipt of that call, HP will work during the hardware or software coverage
window to isolate the hardware or software incident and to remotely troubleshoot, remedy, and resolve the incident with the Customer. Prior to any
onsite assistance, HP may initiate and perform remote diagnostic tests using electronic remote support solutions to access covered products, or HP
may use other means available to facilitate remote incident resolution.
Incidents with covered hardware or software can be reported to HP via telephone or Web portal, as locally available, or via the HP electronic remote
support solutions as an automated equipment reporting event 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request
by logging the call, assigning a case ID, and communicating that case ID to the Customer. HP retains the right to determine the final resolution of all
reported incidents.
* Please see 'General provisions' for more detail.
HP electronic remote
support solution
The HP electronic remote support solution provides robust troubleshooting and repair capabilities and can include remote system access solutions. It
may also offer a convenient central point of administration and an enterprise view of open incidents and history. An HP support specialist will use the
remote system access only with the Customer's prior written authorization as agreed in the account support plan. The remote system access may
enable the HP support specialist to provide more efficient troubleshooting and faster incident resolution.
Assistance on non-HP
products
If, during the course of problem resolution, it is determined that the problem lies with a product that comes from another vendor and is not supported
under CA, HP will refer the Customer to that vendor for further support and problem resolution.
With selected vendors, provided that the Customer has a support agreement with the vendor, HP may employ collaborative incident management
processes to assist with incident resolution, if so requested by the Customer. Refer to the Critical Advantage Service data sheet addendum for the list
of selected vendors.
The level of HP collaboration with the other vendor is dependent on the Customer’s service level with the vendor. Please contact an HP representative
for more detail.
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 made available to registered users, such as downloading selected HP software and firmware patches, 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
• Use of certain HP proprietary service diagnostic tools with password access
• Support Case Manager, a tool for submitting questions directly to the HP Global Solution Center. Support Case Manager helps to address
problems quickly with a pre-qualification process that routes the support or service request to the engineer qualified to answer the question. The tool
also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone.
• Searches of HP or third-party hosted knowledge databases for certain third-party products in order to retrieve product information, find answers to
support questions, participate in support forums, and download software patches. This service may be limited by third-party access restrictions.
Parts and materials
HP will provide HP-supported parts and materials necessary to maintain the covered hardware product in operating condition, including parts and
materials for available and recommended engineering improvements. Replacement parts provided by HP shall be new or functionally equivalent to
new in performance. Replaced parts become the property of HP.
Supplies and consumable parts are not supported and will not be provided as part of this service; standard warranty terms and conditions apply to
supplies and consumable parts.
Maximum supported lifetime/maximum usage:
Parts and components that have exceeded their maximum supported lifetime and/or the maximum usage limitations as set forth in the manufacturer's
operating manual or the technical product data sheet will not be provided, repaired, or replaced as part of this service.
Work to completion
Once an HP authorized representative arrives at the Customer's site, the representative will continue to deliver the service, within the coverage
window, either onsite or remotely, at the discretion of HP, until the products are repaired. Work may be temporarily suspended if additional parts or
resources are required, but work will resume when those parts or resources become available.
Work to completion applies to onsite response time hardware service levels only and may not apply to onsite support provided for desktop, mobile,
and consumer products.
Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
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Specifications
Table 3. Reactive features (available as part of CA Care Pack and CA Contractual services) continued
Feature
Delivery specifications
Reactive service-level choices
Hardware and software
reactive support
The CA portfolio offers three distinct service levels:
• HP Critical Advantage L1 Service
• HP Critical Advantage L2 Service
• HP Critical Advantage L3 Service
Each CA service level includes proactive and reactive support. For each CA service level, HP provides all the core proactive service features noted in
Tables 1 and 2, and the core reactive service features noted above in Table 3.
The variations in the CA reactive service levels are outlined below, in the following paragraphs.
Hardware and software
reactive support options:
HP Critical Advantage
L1 Service
HP provides the following reactive service levels for the specific devices covered under this option:
– 4-hour onsite response for hardware incidents, with a 13x5 coverage window
– Software technical support, with a 24x7 coverage window
HP Critical Advantage
L2 Service
HP provides the following reactive support levels for the specific devices covered under this option:
– 4-hour onsite response for hardware incidents, with a 24x7 coverage window
– Software technical support, with a 24x7 coverage window
HP Critical Advantage
L3 Service
HP provides the following reactive support levels for the specific devices covered under this option:
– 6-hour call to repair (CTR) time commitment for hardware incidents, with a 24x7 coverage window
– Software technical support, with a 24x7 coverage window
Hardware onsite
support for HP Critical
Advantage L1 and L2
Services
For hardware incidents that cannot, in HP's judgment, be resolved remotely, an HP support specialist is engaged and, if necessary, sent to the
Customer's site to provide onsite technical support on covered hardware products to return them to operating condition. For certain ProLiant servers,
Intel® Pentium® and Xeon® processor-based servers, and networking and storage products, HP may, at its sole discretion, elect to replace such
products in lieu of repairing them. Replacement products are new or equivalent to new in performance. Replaced products become the property of
HP.
Notwithstanding anything to the contrary in this document or the HP Single Order Terms for Support, HP will, for selected enterprise storage arrays
and enterprise tape products, cover and replace defective or depleted batteries that are critical to the proper operation of the covered product.
Hardware call-to-repair
time commitment for HP
Critical Advantage L3
Service
For critical incidents (severity 1 or 2) with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to return
the covered hardware to operating condition within the specified call-to-repair (CTR) time commitment timeframe. For non-critical incidents (severity 3
or 4), or at the Customer’s request, HP will work with the Customer to schedule an agreed-upon time for the remedial action to commence, and the
CTR time commitment will then start at that time. Incident severity levels are defined in ‘General provisions.’
CTR time refers to the period of time that begins when the initial call has been received and acknowledged by HP, as specified in ‘General
provisions.’ CTR time ends with HP's determination that the hardware is repaired, or when the reported event is closed with the explanation that HP
has determined it does not currently require onsite intervention.
Repair is considered complete upon HP verification that the hardware malfunction has been corrected, that the hardware has been replaced, or, for
eligible storage products, that access to the Customer's data has been restored. Verification may be accomplished by the completion of a power-on
self-test or standalone diagnostic, or by visual verification of proper operation. At its sole discretion, HP will determine the level of testing necessary to
verify that the hardware is repaired. At its sole discretion, HP may temporarily or permanently replace the product in order to meet the CTR time
commitment. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HP.
Upfront audit (CTR time
commitment only)
For products with the hardware CTR time commitment, HP, at its sole discretion, may require an audit on the covered products. If such an audit is
required, an HP authorized representative will contact the Customer, and the Customer will agree to arrange for an audit to be performed within the
initial 30-day period after purchase of this service. During the audit, key system configuration information is collected and an inventory of the covered
products is performed. The information gathered in the audit enables HP to plan and maintain replacement part inventories at the appropriate level
and location, and allows an HP support specialist to survey and troubleshoot possible future hardware incidents and complete the repair as quickly
and efficiently as possible. At the sole discretion of HP, the audit may be performed onsite, via remote system access, via remote audit tools, or over
the phone. If an audit is required by HP, the hardware CTR time commitment will not take effect until five (5) business days after the audit has been
completed.
In addition, HP reserves the right to downgrade the hardware service level to an onsite response time or cancel the service contract if critical audit
suggestions are not followed or the audit is not performed within the specified timeframe, unless the delay is caused by HP.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
8
Specifications
Table 3. Reactive features (available as part of CA Care Pack and CA Contractual services) continued
Feature
Delivery specifications
Reactive service-level choices continued
Enhanced parts
inventory management
(CTR time commitment
only)
To support HP CTR time commitments, an inventory of critical replacement parts is maintained for Customers who have selected the CTR option. This
inventory is stored at an HP-designated facility. These parts are managed to allow for increased inventory availability and are accessible to HP
authorized representatives responding to eligible service requests.
Software reactive
support features
HP provides the following features for the reactive software support if the Customer purchases software license and associated CA Service coverage
from HP.
Non-critical software
response
Once a non-critical software incident (severity 3 or 4) is logged, HP will respond to the call within 2 hours after the service request has been logged.
HP provides corrective support to resolve identifiable and customer-reproducible software product problems. HP also provides support to help the
Customer identify problems that are difficult to reproduce. The Customer receives assistance in troubleshooting incidents and resolving configuration
parameters.
For critical software response (severity 1 or 2), please refer to the Global Mission Critical Solution Center feature described earlier in this document.
Software product and
documentation updates
As HP releases updates to HP software, the latest revisions of the software and reference manuals are made available to the Customer. For selected
third-party software, HP will provide software updates as such updates are made available from the third party, or HP may provide instructions on
how to obtain any software updates directly from the third party. A license key or access code, or instructions for obtaining a license key or access
code, will also be provided to the Customer when required to download, install, or run the latest software revision.
For most HP software and selected HP-supported third-party software, updates will be made available through an HP software download facility such
as Software Update Manager (SUM). SUM allows the Customer to download updates, order physical media (where available), view order status and
history, and receive software update notifications via e-mail. SUM helps the Customer proactively manage and plan for software updates.
For other HP-supported third-party software, the Customer may be required to download updates directly from the vendor’s Web site.
For certain products, HP will automatically deliver the software and documentation updates to the Customer on physical media when new revisions
are made commercially and generally available.
License to use software
updates
The Customer receives the license to use software updates to HP or HP-supported third-party software for each system, socket, processor, processor
core, or end-user software license covered by this service, as allowed by the original HP or original manufacturer software license terms.
The license terms shall be as described in the HP software licensing terms corresponding to the Customer's prerequisite underlying software license, or
in accordance with the current licensing terms of the third-party software manufacturer, if applicable, including any additional software licensing terms
that may accompany such software updates provided under this service.
HP recommended
software and
documentation updates
method
For HP or HP-supported third-party software and documentation updates, the recommended delivery method will be determined by HP. Delivery of
software and documentation updates may be via download from an HP hosted or third-party hosted Web site or delivered on physical media
(typically CD or DVD).
Additional core feature for CA with defective media retention services
The CA portfolio offers the following three additional service levels that include hardware defective media retention (DMR) as an additional core
feature:
• HP Critical Advantage L1 w/DMR Service
• HP Critical Advantage L2 w/DMR Service
• HP Critical Advantage L3 w/DMR Service
Please note that for each of these CA w/DMR service options, HP also provides all the core proactive service features noted in Tables 1 and 2, as
well as the core reactive service features noted in Table 3.
HP Critical Advantage
L1 w/DMR Service
HP provides the following reactive support levels for the devices covered under this option:
– 4-hour onsite response for hardware incidents, with a 13x5 coverage window; includes defective media retention capability for eligible devices
– Software technical support, with a 24x7 coverage window
HP Critical Advantage
L2 w/DMR Service
HP provides the following reactive support levels for the devices covered under this option:
– 4-hour onsite response for hardware incidents, with a 24x7 coverage window; includes defective media retention capability for eligible devices
– Software technical support, with a 24x7 coverage window
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
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Specifications
Table 3. Reactive features (available as part of CA Care Pack and CA Contractual services) continued
Feature
Delivery specifications
Additional core feature for CA with defective media retention services continued
HP Critical Advantage
L3 w/DMR Service
HP provides the following reactive support levels for the devices covered under this option:
– 6-hour CTR time commitment for hardware incidents, with a 24x7 coverage window; includes defective media retention capability for eligible
devices
– Software technical support, with a 24x7 coverage window
Defective media
retention
For eligible products, this service feature option allows the Customer to retain defective hard disk or eligible SSD/Flash drive components that the
Customer does not want to relinquish due to sensitive data contained within the disk ("Disk or SSD/Flash Drive") covered under this service. All Disk
or eligible SSD/Flash Drives on a covered system must participate in the defective media retention. Notwithstanding anything to the contrary in this
document or the HP Single Order Terms for Support, HP waives the right to take possession and title of a defective Disk or SSD/Flash Drive covered
by the defective media retention service feature option in the event a replacement Disk or SSD/Flash Drive is provided by HP to the Customer. The
Customer will retain all defective Disk or SSD/Flash Drives supported by HP under the HP support agreement.
Specifications
Table 4. Hardware service-level options (available only as part of CA Contractual service)
Service-level option
Delivery specification
Hardware service-level
options availability
Not all hardware service-level options are available on all products. The hardware service-level options the Customer has chosen will be specified in
the Customer's contract documentation.
Hardware coverage
window
The hardware coverage window specifies the time during which the described services are delivered onsite or remotely.
For critical incidents (severity 1 or 2), on covered hardware devices, please refer to the Global Mission Critical Solution Center feature description.
For non-critical incidents (severity 3 or 4), on covered hardware devices, all calls received outside the coverage window will be logged the next day
for which there exists a coverage window. All coverage windows are subject to local availability. Contact a local HP sales office for detailed
information on service availability.
Hardware coverage
window options:
16 hours, standard
business days (16x5)
Service is available 16 hours per day between 8:00 a.m. and 12:00 a.m. local time, Monday through Friday excluding HP holidays.
13 hours, standard
business days (13x5)
Service is available 13 hours per day between 8:00 a.m. and 9:00 p.m. local time, Monday through Friday excluding HP holidays.
24 hours, standard
business days
Service is available 24 hours per day, Monday through Friday excluding HP holidays.
Standard business
hours, standard
business days (9x5)
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays.
Coverage extensions for
additional days
The coverage window is extended by applying the selected coverage hours to additional days of the week, including the following:
• Saturdays, excluding HP holidays
• Sundays (requires Saturday and holiday coverage)
• HP holidays, should these fall on a weekday that would otherwise be included in the selected coverage window
Coverage extension for
additional hours
The coverage window is extended to define custom coverage hours that include additional individual hours before or after the selected coverage
window.
Hardware reactive
support options:
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
10
Specifications
Table 4. Hardware service-level options (available only as part of CA Contractual service) continued
Service-level option
Delivery specification
Hardware service-level
options availability
continued
Not all hardware service-level options are available on all products. The hardware service-level options the Customer has chosen will be specified in
the Customer's contract documentation.
Onsite response time for
hardware support
For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite within the
specified onsite response time period.
Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged* by HP. The onsite response
time ends when the HP authorized representative arrives at the Customer's site, or when the reported event is closed with explanation that HP has
determined it does not currently require an onsite intervention.
Response times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.
Response time options available for eligible products are specified in the hardware service-level options table. All response times are subject to local
availability. Contact a local HP sales office for detailed information on service availability.
* Please see ‘General provisions’ for more detail.
Onsite response time
options:
2-hour onsite response
An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service within 2 hours
after the call has been received and acknowledged by HP.
4-hour onsite response
An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service within 4 hours
after the call has been received and acknowledged by HP.
Next-day onsite
response
An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service the next
coverage day after the call has been received and acknowledged by HP.
Call-to-repair time
commitment
For incidents with covered hardware that cannot be resolved remotely, an HP authorized representative will arrive at the Customer's site to begin
hardware maintenance service, after the call has been acknowledged by HP, as specified in ‘Service prerequisites.’
Call-to-repair time
commitment options:
6-hour call-to-repair
time
HP will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours after the call has been received and
acknowledged by HP, if this time falls within the coverage window.
8-hour call-to-repair
time
HP will use commercially reasonable efforts to return the covered hardware to operating condition within 8 hours after the call has been received and
acknowledged by HP, if this time falls within the coverage window.
24-hour call-to-repair
time
HP will use commercially reasonable efforts to return the covered hardware to operating condition within 24 hours after the call has been received
and acknowledged by HP, if this time falls within the coverage window.
Specifications
Table 5. Service travel zones
Description
Travel zone specification
Geographic locations
Travel zones and charges, if applicable, may vary in some geographic locations.
Hardware onsite
response time
All response times apply only to sites located within 25 miles (40 km) of an HP designated support hub. Travel to sites located within 200 miles (320
km) of an HP designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP designated
support hub, there will be an additional travel charge. Travel zones and charges may vary in some geographic locations. Response times to sites
located more than 25 miles (40 km) from an HP designated support hub will have modified response times for extended travel, as shown in the table
below.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
11
Specifications
Table 5. Service travel zones continued
Description
Travel zone specification
Travel zone table for
hardware onsite
response time
Hardware call-to-repair
time commitment
Distance from HP designated
support hub
2-hour hardware onsite response 4-hour hardware onsite response Next-day hardware onsite
time
time
response time
0–25 miles (0–40 km)
2 hours
4 hours
Next coverage day
26–50 miles (41–80 km)
Established at time of order and
subject to availability
4 hours
Next coverage day
51–100 miles (81–160 km)
Not available
4 hours
Next coverage day
101–200 miles (161–320 km)
Not available
8 hours
1 additional coverage day
201–300 miles (321–480 km)
Not available
Established at time of order and
subject to availability
2 additional coverage days
More than 300 miles (480+ km)
Not available
Established at time of order and
subject to availability
Established at time of order and
subject to availability
A hardware call-to-repair time commitment is available for sites located within 50 miles (80 km) of an HP designated support hub. For sites that are
located from 51 to 100 miles (81 to 160 km) of an HP designated support hub, an adjusted hardware call-to-repair time commitment applies, as
shown in the table below. Travel zones and charges may vary in some geographic locations.
Please note that the hardware call-to-repair time commitment is not available for sites located more than 100 miles (160 km) from an HP designated
support hub.
Travel zone table for
hardware call-to-repair
time commitment
Distance from HP designated
support hub
6-hour hardware call-to-repair
time
8-hour hardware call-to-repair
time
24-hour hardware call-to-repair
time
0–50 miles (0–80 km)
6 hours
8 hours
24 hours
51–100 miles (81–160 km)
8 hours
10 hours
24 hours
More than 100 miles (160+ km)
Not available
Not available
Not available
Specifications
Table 6. Enabling technologies and tools
Service focus
Description
Enabling technologies
and tools
To support CA Customers, HP uses a powerful suite of tools and technologies for managing complex and diverse IT environments. HP remote support
technologies integrate management of multiple servers, operating systems, and networking and storage devices. This suite of remote support
technologies provides a wide range of proactive capabilities, including continuous event monitoring, automatic collection of configuration and
topology data, and automated notification of potential problems. Taken together, these capabilities help the Customer improve system uptime, turn
unscheduled events into scheduled maintenance, and receive faster incident resolution when incidents do occur.
The electronic remote monitoring and support provided by these remote support technologies also help HP support specialists resolve incidents faster.
This is accomplished using remote troubleshooting and diagnostic tools, as well as capabilities to provide specific details of the Customer’s
configuration, identify configuration changes, and systematically analyze the Customer’s configurations against HP standard best practices.
Recognizing that any remote support solution must provide security for the Customer’s IT environment, these remote support technologies comply with
industry-standard security tools and practices. HP’s rigorous security architecture helps provide data integrity and transaction security through a
multilevel, layered structure utilizing encryption, authentication, industry-standard security protocols, and industry best practices integrated at the
physical, network, application, and operational levels.
The Customer is responsible for maintaining the contact details configured in the remote support solution that HP will use in responding to a device
failure.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
12
Information highlighted in the following sections covers all
features available with both HP CA Care Pack services and
HP CA Contractual services. Please refer to specification
tables 4 and 5 for more details on additional features
available only as part of HP CA Contractual service.
Service limitations
Services provided within the scope of one CA support
contract are restricted to the IT environment under the direct
day-to-day management of one IT manager, in one country.
Unless otherwise specified or arranged, proactive and
consultative services are performed during standard HP
business hours. Except as otherwise noted in this document,
the scope of CA Service is limited to the products under the
CA support contract.
Minimum investment threshold
CA Service is only available where the total product net
price, per deal, in one Customer’s CA environment is greater
than a specified minimum threshold amount. Products not
covered by CA do not count in calculating the minimum
threshold amount as noted in the Critical Advantage Service
data sheet addendum. Please consult an HP representative
for more detail. If a CA Customer is adding a product or
products to an existing CA environment, the minimum
threshold will not apply.
HP reserves the right to cancel the CA service obligation and
refund the Customer for the CA Service if the CA Service has
been inadvertently sold to a Customer that does not satisfy
this minimum threshold.
Scope of products covered
This service is available for selected servers, software,
storage devices, storage arrays, network devices, and
storage area networks only, as noted in the Critical
Advantage Service data sheet addendum. Features of this
service may differ, or be limited, based on specific devices
or software. Please check with an HP sales office for specific
limitations and local availability.
General limitations
The HP account team will provide the required proactive
deliverables during HP standard business hours, standard
business days, either remotely or onsite, at the discretion of
HP.
Delivery of proactive support outside HP standard business
hours, standard business days can be purchased separately
and is subject to local availability.
HP retains the right to determine the final resolution of all
reported incidents.
represent HP’s efforts at security, rendered in accordance
with industry best practices, no security can provide
guaranteed protection.
The following activities are excluded from CA:
• Services required due to failure of the Customer to
incorporate any system fix, repair, patch, or modification
provided to the Customer by HP
• Services required due to failure of the Customer to take
avoidance action previously advised by HP
• 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
• Operational testing of applications, or additional tests
requested or required by the Customer
• Backup and recovery of the operating system, other
software, and data
• Services that, in HP's opinion, are required due to
improper treatment or use of the products or equipment
Hardware call-to-repair commitment
It will take 30 days from the time this service is purchased to
set up and perform the audits and processes that must be
completed before the hardware call-to-repair time
commitment can be put in effect. During this initial 30-day
period and for up to 5 additional business days after the
audit is completed, HP will provide service with a 4-hour
onsite response time. Hardware call-to-repair time options
are specified in the service-level options table. All
call-to-repair times are subject to local availability. Contact a
local HP sales office for detailed information on availability.
The hardware repair time commitment may vary for specific
products.
A call-to-repair time commitment does not apply when the
Customer chooses to have HP prolong diagnosis rather than
execute recommended server recovery procedures.
If the Customer requests scheduled service, the repair
timeframe begins from the agreed-upon scheduled time.
At the discretion of HP, service will be provided using a
combination of remote diagnosis and support, services
delivered onsite, and other service delivery methods. Other
service delivery methods may include the delivery, via a
courier, of customer-replaceable parts such as a keyboard, a
mouse, certain hard disk drives, and other parts classified by
HP as Customer Self Repair parts, or an entire replacement
product. HP will determine the appropriate delivery method
required to provide effective and timely Customer support
and meet the call-to-repair time commitment, if applicable.
HP does not act in the capacity of or take on the
responsibility of an insurer of security, and states that no
security provides absolute protection. While these services
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
13
In the event that a Customer Self Repair part is provided to
return the system to operating condition, the call-to-repair
time commitment, if any, shall not apply. In those cases HP
practice is to express ship Customer Self Repair parts that
are critical to the product operation to the Customer location.
For more detail on the Customer Self Repair process and
parts, please refer to: hp.com/go/selfrepair
HP reserves the right to modify the call-to-repair time
commitment as it applies to the Customer's specific product
configuration, location, and environment. This is established
at the time of support agreement order and is subject to
resource availability.
The following are excluded from the call-to-repair time
commitment (if applicable):
• Time for disk mechanism rebuild or sparing procedures
• Any restoration/recovery of compromised data
• Situations where a logical unit number (LUN) may be
blocked to preserve data integrity
• Any period of non-availability not directly caused by the
hardware fault
Hardware onsite support
At the discretion of HP, service will be provided using a
combination of remote diagnosis and support, services
delivered onsite, and other service delivery methods. Other
service delivery methods may include the delivery via a
courier of customer-replaceable parts such as a keyboard, a
mouse, other parts classified as Customer Self Repair parts,
or an entire replacement product. HP will determine the
appropriate delivery method required to provide effective
and timely Customer support.
An onsite response time will not apply if the service can be
delivered using remote diagnosis, remote support, or other
service delivery methods described above.
In the event that a Customer Self Repair part is provided to
return the system to operating condition, the onsite response
time, if any, shall not apply. In those cases HP practice is to
express ship Customer Self Repair parts that are critical to
the product operation to the Customer location.
For more detail on the Customer Self Repair process and
parts, please refer to: hp.com/go/selfrepair
Software
For the Customer with multiple systems at the same location,
HP may limit the number of physical media sets containing
software product and documentation updates provided as
part of this service.
Software updates are not available for all software products.
Upon the Customer's request, HP will provide the Customer
with a list of software product families that currently do not
include software updates. When this service feature is not
available, it will not be included in this service.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
For some products, software updates include only minor
improved features. New software versions must be
purchased separately. Upon the Customer's request, HP will
provide the Customer with a list of software product families
where entitlement to receive and use new versions of
software is not included in this service.
Limitations to the defective media retention service feature
option
The defective media retention service feature option applies
only to Disk or eligible SSD/Flash Drives replaced by HP
due to malfunction. It does not apply to any exchange of
Disk or SSD/Flash Drives that have not failed.
SSD/Flash Drives that are specified by HP as consumable
parts and/or that have exceeded the maximum supported
lifetime and/or the maximum usage limit as set forth in the
manufacturer's operating manual or the technical data sheet
are not eligible for the defective media retention service
feature option.
Failure rates on Disk or SSD/Flash Drives are constantly
monitored and HP reserves the right to cancel this service
with 30 days' notice if HP reasonably believes that the
Customer is overusing the defective media retention service
feature option (such as when replacement of defective Disk
or SSD/Flash Drives materially exceeds the standard failure
rates for the system involved).
HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH
RESPECT TO THE CONTENTS OF OR THE DESTRUCTION
OF ANY DISK OR SSD/FLASH DRIVE RETAINED BY THE
CUSTOMER. NOTWITHSTANDING ANYTHING IN THE HP
SINGLE ORDER TERMS FOR SUPPORT OR THE TECHNICAL
DATA SHEET TO THE CONTRARY, IN NO EVENT WILL HP
OR ITS AFFILIATES, SUBCONTRACTORS, OR SUPPLIERS BE
LIABLE FOR ANY INCIDENTAL, SPECIAL, OR
CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOSS
OF OR MISUSE OF DATA UNDER THIS DEFECTIVE MEDIA
RETENTION SERVICE.
Service prerequisites
For call-to-repair commitment, an upfront audit may be
required by HP. It will take 30 days from the time this service
is purchased to set up and perform the audits and processes
that must be completed before the hardware call-to-repair
time commitment can be put in effect. The hardware
call-to-repair time commitment will not take effect until five
business days after the audit has been completed. Until such
time, service will be delivered at a 4-hour onsite response
time service level for the covered hardware.
HP requires that the Customer install and operate the
appropriate HP remote support solution, with a secure
connection to HP, in order to enable the delivery of the
service. Also, if HP determines that the best practice for a
particular technology is to install firmware and embedded
storage and SAN device-resident software updates remotely,
14
then the Customer will be required to install and operate the
appropriate HP remote support solution. Please contact a
local HP representative for further details on requirements,
specifications, and exclusions. If the Customer does not
deploy the appropriate HP remote support solution, HP may
not be able to provide the service as defined and is not
obligated to do so. Additional charges will be applied for
the manual collection of system information for proactive
analysis activities. Additional charges will also be applied
for onsite installation of non-customer-installable firmware
and non-customer-installable embedded storage and SAN
device-resident software updates, if the Customer does not
deploy the required remote support solution in cases where
recommended and available. Installation of
customer-installable firmware and software is the
responsibility of the Customer. There will be additional
charges if the Customer requests that HP install
customer-installable firmware and software updates. Any
additional charges to the Customer will be on a
time-and-materials basis, unless otherwise previously agreed
in writing by HP and the Customer.
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.
Customer responsibilities
If the Customer does not act upon the specified Customer
responsibilities, HP or the HP authorized service provider
will, at HP’s discretion, i) not be obligated to deliver the
services as described, or ii) perform such service at the
Customer’s expense at the prevailing time-and-materials
rates.
The Customer will identify a focal point and an internal
Customer team to work collaboratively with the HP account
team in the development, implementation, and ongoing
review of the account support plan.
The call-to-repair time commitment is subject to the Customer
providing immediate and unrestricted access to the system,
as requested by HP. The call-to-repair time commitment does
not apply when system access, including physical, remote
troubleshooting, and hardware diagnostic assessments, is
delayed or denied. If the Customer requests scheduled
service, the call-to-repair time period begins at the
agreed-upon scheduled time.
Upon HP request, the Customer will be required to support
HP's remote problem resolution efforts. The Customer will:
• Start self-tests and install and run other diagnostic tools
and programs
• Install customer-installable firmware updates and patches
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with 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
• Perform other reasonable activities to help HP identify or
resolve problems, as requested by HP
For CA, HP requires the Customer to install the appropriate
HP remote support solution, with a secure connection to HP,
and to provide all necessary resources in accordance with
the HP remote support solution release notes, in order to
enable the delivery of the service and options. The Customer
must also provide any hardware required to host the remote
support solution. When an HP remote support solution is
installed, the Customer must also maintain the contact details
configured in the remote support solution that HP will use in
responding to a device failure. Please contact a local HP
representative for further details on requirements,
specifications, and exclusions. For scheduled calls, the
Customer shall promptly make the equipment available for
remedial activities at the agreed-upon time.
In cases where Customer Self Repair parts or replacement
products are shipped to resolve a problem, the Customer is
responsible for returning the defective part or product within
a time period designated by HP. In the event HP does not
receive the defective part or product within the designated
time period or if the part or product is physically damaged
upon receipt, the Customer will be required to pay a fee for
the defective part or product, as determined by HP.
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.
The Customer agrees to pay additional charges if the
Customer requests that HP install customer-installable
firmware updates as described in ’Service prerequisites.’
Any additional charges to the Customer will be on a
time-and-materials basis, unless otherwise previously agreed
in writing by HP and the Customer.
The Customer will:
• Take responsibility for registering to use the HP or
third-party vendor’s electronic facility in order to access
knowledge databases, to obtain product information. HP
will provide registration information to the Customer, as
required; additionally, for certain products, the Customer
may be required to accept vendor-specific terms for use of
the electronic facility.
• Retain, and provide to HP upon request, all original
software licenses, license agreements, license keys, and
subscription service registration information, as applicable
for this service
• Take responsibility for acting upon any hard-copy or e-mail
notification the Customer may receive in order to
download the software update or to request the new
software update on media, where this option is available
15
• Use all software products in accordance with current HP
software licensing terms corresponding to the Customer's
prerequisite underlying software license, or in accordance
with the current licensing terms of the third-party software
manufacturer, if applicable, including any additional
software licensing terms that may accompany such
software updates provided under this service
With the defective media retention service feature option, it
is the Customer's responsibility to:
• Retain physical control of Disk or SSD/Flash Drives at all
times during support delivery by HP; HP is not responsible
for data contained on Disk or SSD/Flash Drives
• Ensure that any Customer sensitive data on the retained
Disk or SSD/Flash Drive is destroyed or remains secure
• Have an authorized representative present to retain
defective Disk or SSD/Flash Drives, accept replacement
Disk or SSD/Flash Drives, provide HP with identification
information for each Disk or SSD/Flash Drive retained
hereunder, and, upon HP request, execute a document
provided by HP acknowledging the retention of the Disk or
SSD/Flash Drives
• Destroy the retained Disk or SSD/Flash Drive and/or
ensure that the Disk or SSD/Flash Drive is not put into use
again
• Dispose of all retained Disk or SSD/Flash Drives in
compliance with applicable environmental laws and
regulations
For Disk or SSD/Flash Drives supplied by HP to the Customer
as loaner, rental or lease products the Customer will
promptly return the replacement Disk or SSD/Flash Drives at
the expiration or termination of support with HP. The
Customer will be solely responsible for removing all sensitive
data before returning any such loaned, rented, or leased
Disk or SSD/Flash Drive to HP and HP shall not be
responsible for maintaining the confidentiality or privacy of
any sensitive data that remains on such Disk or SSD/Flash
Drive.
General provisions/Other exclusions
HP will acknowledge a call by logging a case,
communicating the case ID to the Customer, and confirming
the Customer’s incident severity and time requirements for
commencement of remedial action. Note: For events
received via the HP electronic remote support solutions, HP is
required to contact the Customer, determine the incident
severity with the Customer, and arrange access to the system
before the hardware call-to-repair time or hardware onsite
response time period can start.
Hardware support onsite response times and call-to-repair
time commitments, as well as software support remote
response times, may differ depending on incident severity.
The Customer determines the incident severity level.
• Severity 1—Critical Down: for example, production
environment down; production system or production
application down/at severe risk; data corruption/loss or
risk; business severely affected; safety issues
• Severity 2—Critically Degraded: for example, production
environment severely impaired; production system or
production application interrupted/compromised; risk of
reoccurrence; significant impact on business
• Severity 3—Normal: for example, non-production system
(e.g. test system) down or degraded; production system or
production application degraded with workaround in
place; non-critical functionality lost; limited impact on the
business
• Severity 4—Low: no business or user impact
Additional HP Critical Advantage service credits
• Additional HP Critical Advantage service credits can only
be purchased if the Customer has already purchased HP
Critical Advantage services and has an active contract.
• Additional HP Critical Advantage service credits must be
utilized and redeemed against specific service activities
within the scope of one CA environment under the direct
day-to-day management of one IT manager, in one
country.
• Additional HP Critical Advantage service credits are not
transferable.
• Additional HP Critical Advantage service credits
purchased by the Customer will terminate with the end of
the current CA contract term and cannot be rolled over at
contract renewal time. Unused service credits at the end of
the current CA contract term will not be refunded and
cannot be added to another contract.
• If the Customer cancels a CA contract before it has
reached its termination date, then HP will refund the
Customer a pro-rata amount for the unused prepaid
support less any applicable early termination fees. If the
Customer has purchased additional HP Critical Advantage
service credits, then HP will refund the Customer a pro-rata
amount for the unused prepaid support based on the
unused additional HP Critical Advantage service credits,
less any applicable early termination fees. Conversely, HP
will invoice the Customer on a pro-rata basis for any
credits used but not paid for at the time of contract
cancellation.
Ordering information
For products containing individually sold and supported units
(hard drives within a storage array, blades within a blade
enclosure, etc.), all individually sold and supported units
must be on contract and at the same level as the base
product.
Incident severity is defined as follows:
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
16
To obtain further information or to order HP Critical
Advantage Service, contact a local HP sales representative
and reference the following product numbers (please note: x
denotes the service length in years; options are 1, 3, 4, or 5
years).
• HP Critical Advantage configurable Care Pack services:
– HP Critical Advantage L1 Service, HK775Ax
– HP Critical Advantage L2 Service, HK776Ax
– HP Critical Advantage L3 Service, HK777Ax
– HP Critical Advantage L1 with DMR Service, HK778Ax
– HP Critical Advantage L2 with DMR Service, HK779Ax
– HP Critical Advantage L3 with DMR Service, HK780Ax
• HP Critical Advantage Contractual services:
– HP Critical Advantage L1 Service, HK775AC
– HP Critical Advantage L2 Service, HK776AC
– HP Critical Advantage L3 Service, HK777AC
– HP Critical Advantage L1 with DMR Service, HK778AC
– HP Critical Advantage L2 with DMR Service, HK779AC
– HP Critical Advantage L3 with DMR Service, HK780AC
• HP Critical Advantage non-configurable Care Pack
services (1- and 3-year options available):
– HP Critical Advantage L2 Service
– HP Additional 10 Critical Advantage Credit Service
For the complete list of HP Critical Advantage fixed Care
Pack services, please contact your local HP sales
representative or HP reseller.
For more information
For more information on HP Critical Advantage or other HP
Systems Support services, contact any of our worldwide
sales offices or visit our website at:
hp.com/hps/support
hp.com/services/carepack
©2010 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.
HP shall not be liable for technical or editorial errors or omissions contained herein.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's purchase agreement
with HP.
Intel, Pentium, and Xeon are trademarks of Intel Corporation in the United States and other countries. Microsoft is a
U.S. registered trademark of Microsoft Corporation.
4AA3-2140ENW, December 2010