Prodotti del Marchio KMC

4 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.

Table 2. Problem prevention (continued)

Feature Delivery specications

Report distribution and

review

Firmware revision and software patching analysis, Proactive Scan Reports,

and Incident Reports are HP’s standard reports that are electronically

provided as part of this service. Reports contain trends, highlight risks or

identify recommended changes for a Customer’s set of devices. Through

the HP Customer portal, reports are distributed using security features

designed to maintain condentiality. Reports are posted to the Customer's

portal repository for collection by authorised Customer users. Previous

reports are maintained on the portal so that earlier reports can be

referenced as needed.

The Customer can initiate a scheduled 30-minute review of each report

with an HP TAM. The review will be conducted remotely in the local language

(where supported) and enables the Customer to better understand the

report content, the risks identied, recommendations made, and trends

over time (Incident Report only). The review can also provide the Customer

with guidance about the approach that HP recommends and help address

any issues identied.

Remote Support solution

core deliverables

HP will perform the following core deliverables as part of the remote

support solution activity:

• Remote Support Technology installation assistance

Remote Support Technology is a customer-installable prerequisite for the

problem prevention and remote monitoring deliverables of HP Proactive

Care Service and is made available to HP Support customers at no

additional charge.

To help ensure a successful outcome from HP’s remote monitoring with

Phone Home support and support solutions, HP will provide up to 8 hours

of remote technical advice on the installation and conguration of the initial

Remote Support Technology installation upon the Customer’s request.

As part of this activity, HP explains the features and benets of the remote

support solution and recommends the appropriate conguration based

on the type and number of devices supported in the Customer’s Proactive

Care environment.

To maintain eligibility for this service, the Customer is responsible for

enabling data transfer to HP, correctly adding devices to the conguration,

installing future upgrades, and maintaining the Customer contact details

congured in the remote support solution.

• Online knowledge access

The HP Support Center is HP’s next-generation support portal that

provides a helpful online resource. Key features of this personalised

portal include, HP Insight Online (personalised dashboard), support

forums, support case submittal, drivers, software and rmware

downloads, patch management, product pages, guided troubleshooting,

top issues, warranty and contract details and software updates. For more

information, visit hp.com/go/hpsc.