17HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
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
eorts as well as proactive deliverables. The Customer will:
• Start self-tests and install and run other diagnostic tools and programs
• Install customer-installable rmware updates and patches
• Run data collection ‘scripts‘ on behalf of HP when they cannot be initiated from the Remote
Support Technology
• 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
The Customer is responsible for installing and conguring all supported devices and
maintaining the appropriate HP Remote Support Technology with a secure connection to
HP. The Customer is responsible for providing 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 congured 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, specications and exclusions. For scheduled calls, the Customer shall
promptly make the equipment available to HP for remedial activities at the agreed-upon time.
In cases where CSR 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 that HP does not receive the defective part or product within
the designated time period or if the part or product is degaussed or otherwise physically
damaged upon receipt, the Customer will be required to pay the HP list price less any
applicable discounts for the defective part or product, as determined by HP.
In order for HP to provide Collaborative Call Management, the Customer must have an
active support agreement with the software vendor that includes the required service level
and features that allow the Customer to place calls and receive support from the vendor.
If the vendor requires it, the Customer will take any steps necessary to ensure that HP can
submit calls on the Customer’s behalf. In addition, the Customer must provide HP with the
appropriate information needed for HP to initiate a service call with the software vendor on
behalf of the Customer. HP will not be able to transfer calls to the vendor and assumes no
responsibility for failure to do so. HP’s obligations are limited to the placement of support
calls only. Purchase of Collaborative Call Management does not assign the support agreement
between the Customer and vendor to HP. The Customer remains responsible for the performance
of their obligations under such agreements, which includes payment of all applicable fees,
including any fees that may apply as a result of logging calls with the vendor. HP is not liable
for the performance or non-performance of third-party vendors, their products or their
support services.
The Customer is responsible for installing, in a timely manner, critical customer-installable
rmware updates, as well as CSR parts and replacement products delivered to the Customer.
