6 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 3. Incident management (continued)
Feature Delivery specications
Collaborative Call
Management on non-HP
software products
If HP determines that a problem is caused by a selected independent
vendor’s software** and the problem is not resolved by the Customer
applying known, available xes, HP will, at the Customer’s request, initiate
Collaborative Call Management with the ISV.
Collaborative Call Management can be provided only in cases where
appropriate active support agreements are in place with selected vendors
and the Customer has taken the steps necessary to ensure that HP can
submit calls on the Customer’s behalf for the limited purpose of placing
a support call with the vendor. Collaborative Call Management applies to
selected non-HP software when HP Proactive Care has not been purchased
for the software but the software resides on hardware equipment covered
by Proactive Care support.
Collaborative Call Management involves HP engaging the software vendor
for eligible, selected products with whom the Customer has a support
agreement. HP provides information about the Customer’s issue, as
obtained during the Basic Software Support service call (refer to the ‘Basic
Software Support for non-HP software products’ section for more details).
It is then the responsibility of the third-party software vendor to resolve
the Customer issue. Once a collaborative support call is transitioned to the
third-party software vendor, the call will be subject to the support levels of
the agreement between the Customer and the vendor.
Once the software vendor is engaged, HP will close the HP call, but the
Customer can resume the service issue with HP if needed by referencing
the original call identication number.
**For a list of the non-HP software products eligible for Basic Software
Support for non-HP software products and Collaborative Call Management,
please refer to hp.com/go/collaborativesupport. In addition to the products
covered on this list, any additional vendor products and variations on these
deliverables are noted at hp.com/go/proactivecaretechnology.
Knowledge and
information access
As part of the Proactive Care Service, HP provides access to the HP Customer
Portal. The Customer has access to:
• Downloadable selected HP rmware or patches that may require additional
entitlement through the purchase of HP support agreements, subscribing
to hardware-related proactive service notications, and participating
in support forums for solving problems and sharing best practices with
other registered users.
• Expanded Web-based searches of entitled technical support documents
to facilitate faster problem-solving.
• Certain HP proprietary service diagnostic tools with password access.
• A Web-based tool for submitting questions directly to HP. The tool helps
to resolve problems quickly with a prequalication process that routes
the support or service request to the resource qualied to answer the
question. The tool also allows the status of each support or service
request submitted to be viewed, including cases submitted by telephone.
• HP and available third-party hosted knowledge databases, which can
be searched for certain third-party products in order to retrieve product
information, get answers to support questions and participate in support
forums. This service may be limited by third-party access restrictions.
