KMC Brand's Products

19HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.

• Destroy the retained data-retentive component and/or ensure that is not put into use again

• Dispose of all retained data-retentive components in compliance with applicable

environmental laws and regulations

For data-retentive components supplied by HP to the Customer as loaned, rental, or lease

products, the Customer will promptly return the replacement components 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 components or products

to HP, and HP shall not be responsible for maintaining the condentiality or privacy of any

sensitive data that remains on such components.

General provisions/Other exclusions

HP will acknowledge a call by logging a case, communicating the case ID to the Customer and

conrming the Customer’s incident severity and time requirements for the start of remedial

action. Note: For events received via 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 on-site response

time period can start.

On-site hardware support response times and call-to-repair time commitments, as well as

software support remote response times, may dier depending on incident severity. The

Customer determines the incident severity level.

Incident severity levels are dened as follows:

• Severity 1—Critical Down: for example, the production environment is down; a production

system or production application is down or at severe risk; data corruption, loss, or risk has

occurred; business is severely aected; there are safety issues

• Severity 2—Critically Degraded: for example, the production environment is severely impaired;

a production system or production application has been interrupted or compromised; there

is risk of reoccurrence; there is signicant impact on business

• Severity 3—Normal: for example, a non-production system (e.g., test system) is down or

degraded; a production system or production application has been degraded with a workaround

in place; non-critical functionality has been lost; there is limited impact on the business

• Severity 4—Low: there is no business or user impact

Ordering information

All units and options with individually sold HP Care Pack services must be ordered with the

same service level as the product or enclosure that they are installed in, if that service level

is available on those units.

Proactive Care is not designed to be sold on software-only congurations due to the integrated

nature of the service deliverables. Thus, the software and hardware should be sold at the

same Proactive Care service level.

Local availability: The Customer may order support from HP’s current support oerings.

Some oerings, features and coverage (and related products) may not be available in all

countries or areas.

To order the service with the comprehensive defective material retention service feature, the

defective media retention service feature must also be ordered.