7
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
Table 3. Service-level options (continued)
Option
Delivery specifications
Next-day response,
standard business hours
(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.
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. Calls received outside the coverage window will be acknowledged
the next coverage day and serviced within the following coverage day.
4-hour response,
standard business hours
(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.
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. The 4-hour onsite response time is measured during the coverage
window only. For calls received after 1:00 p.m. local time, the response time may be carried
over to the next coverage window.
4-hour response,
extended business hours
(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.
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. The 4-hour onsite response time is measured during the coverage
window only. For calls received after 5:00 p.m. local time, the response time may be carried
over to the next coverage window.
4-hour response,
extended business hours
(13x7)
Service is available 13 hours per day between 8:00 a.m. and 9:00 p.m. local time, Monday
through Sunday including HP holidays.
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. The 4-hour response time is measured during the coverage window only.
For calls received after 5:00 p.m. local time, the response time may be carried over to the next
coverage window.
4-hour response, 24x7
Service is available 24 hours per day, Monday through Sunday including HP holidays. An HP
authorized representative will arrive at the Customer’s site any time and day of the year
to begin hardware maintenance service within 4 hours after the call has been received and
acknowledged by HP.
6-hour call-to-repair,
24x7
Service is available 24 hours per day, Monday through Sunday including HP holidays.
For critical incidents with covered hardware, 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.
24-hour call-to-repair,
24x7
Service is available 24 hours per day, Monday through Sunday including HP holidays.
For critical incidents with covered hardware, 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.
