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HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Specifications (optional)
Table 2. Optional service features (continued)
Feature
Delivery specifications
Comprehensive defective
material retention
In addition to defective media retention, this service feature option allows the Customer
to retain additional components that have been designated by HP as having data retentive
capabilities, such as memory modules. All eligible data retentive components on a covered
system must participate in the comprehensive defective material retention. The components
that can be retained under this service feature are outlined in the document located at
www.hp.com/services/cdmr.
Call-to-repair time
commitment for hardware
support
A call-to-repair time commitment may be selected for eligible products in lieu of an onsite
response time. 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 time commitment. For
noncritical 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 call-
to-repair time commitment will then start at that time. Incident severity levels are defined in
‘General provisions’.
Call-to-repair 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’. Call-to-repair 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.
Call-to-repair times are measured during the coverage window only and may be carried over to
the next day for which there exists a coverage window.
Call-to-repair time options available for eligible products 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 more information.
Repair is considered complete upon HP verification that the hardware malfunction has been
corrected or that the hardware has been replaced. HP is not liable for any lost data and the
Customer is responsible for implementing appropriate backup procedures. Verification by
HP may be accomplished by the completion of a power-on self-test, standalone diagnostic
or 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 repair time commitment.
Replacement products are new or functionally equivalent to new in performance. Replaced
products become the property of HP.
It will take 30 days from the time this service is purchased to set up and perform necessary
audits and processes before the hardware call-to-repair time commitment is in effect. During
this initial 30-day period and for up to 5 additional business days after the audit is completed,
HP will provide a 4-hour onsite response time.
Enhanced parts inventory
management (included
with select, optional
call-to-repair time
commitments)
To support HP call-to-repair time commitments, an inventory of critical replacement parts is
maintained for call-to-repair Customers. 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 support requests.
