5HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Table 3. Incident management
Feature Delivery specications
Enhanced call experience The Customer can contact HP 24 hours a day, 7 days a week. When the
Customer calls with a critical incident, HP aims to either connect the Customer
to a technical solution specialist (TSS) or call the Customer back within
15 minutes.
The TSS is trained in addressing issues in complex computing environments
and has access to HP’s full array of technical knowledge and resources to
help resolve issues. In the event that there is a hardware issue requiring
on-site service, a hardware specialist is dispatched to the Customer’s
site in accordance with the purchased hardware on-site reactive service
coverage level for that aected device. In addition to providing initial
troubleshooting, the TSS performs failure data collection and incident
denition, employing rigorous case management and escalation
procedures and engaging additional technical specialists as needed.
Hardware support on-site response times and call-to-repair time
commitments, as well as software support remote response times,
dier depending on incident severity and the purchased on-site coverage
level. The Customer determines the incident severity level when logging
or conrming a case with HP. Incident severity levels are dened in the
‘General provisions’ section.
Once the Customer has placed a service request call and HP has
acknowledged* receipt of the call, HP will work to isolate the hardware or
software problem and to troubleshoot, remedy and attempt to resolve
the problem remotely with the Customer. Prior to any on-site assistance,
HP may initiate and perform remote diagnostic tests using innovative
automation tools to access covered products, or HP may use other means
available to facilitate remote problem resolution.
Incidents on covered hardware or software can also be reported to the HP
Support Centre, as locally available, or via HP’s innovative automation tools
reporting events 24 hours per day, 7 days per week. HP acknowledges
receipt of the service request by logging the call, assigning a case ID, and
communicating that case ID to the Customer based on contact details provided.
HP then proceeds to remotely troubleshoot the service request. HP retains
the right to determine the nal resolution of all reported problems.
*Please see the ‘General provisions’ section for more details.
Enhanced escalation
management
HP employs integrated case management tools and enhanced escalation
procedures to resolve complex support incidents. For Severity 1 issues,
HP may engage a critical event manager (CEM) to internally monitor and
coordinate the end-to-end process and provide prompt and eective
engagement of additional expertise to accelerate resolution of an incident.
Incident severity levels are dened in the ‘General provisions’ section.
Phone Home capability For supported devices, Phone Home capabilities can be enabled so that
devices will submit service incidents directly to HP using HP Remote
Support Technology. Using HP’s automation tools (or other supported
software), incidents are submitted with ‘failure data’ 24x7 and are
responded to within the service level for the associated device. Where
congured, HP Insight Online will provide a single point of visibility to
incidents and resolution.
Basic Software Support
for non-HP software
products
Where the Customer has not purchased Proactive Care support on selected
non-HP software products** that reside on hardware equipment covered
by Proactive Care support, HP shall attempt to resolve problems on these
products by applying known remedies that have been made available to
HP. If the problem is still not resolved, then Collaborative Call Management
can be initiated at the Customer’s request (refer to the ’Collaborative Call
Management on non-HP software products’ section for more details). Basic
Software Support is available 24 hours per day, 7 days per week.
