7HP 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
Replacement parts and
materials
HP will provide replacement parts and materials necessary to maintain
the covered hardware product in operating condition, including parts and
materials for available and recommended engineering improvements.
Replacement parts provided by HP shall be new or functionally equivalent
to new in performance. Replaced parts become the property of HP.
Customers who wish to retain, degauss, or otherwise physically destroy
replaced parts will be billed and required to pay the list price less any
applicable discounts for the replacement part.
Supplies and consumable parts are not supported and will not be provided
as part of this service; standard warranty terms and conditions apply to
supplies and consumable parts.
Maximum supported lifetime/maximum usage:
Parts and components that have exceeded their maximum supported lifetime
and/or the maximum usage limitations as set forth in the manufacturer’s
operating manual, product QuickSpecs or the technical product data sheet
will not be provided, repaired or replaced as part of this service.
Incident management service-level choices
Hardware and software
incident support
Each Proactive Care Service level includes problem prevention and incident
management support for hardware and software products. For each
Proactive Care service level, HP provides all the core problem prevention
service features noted in tables 1 and 2, as well the related core incident
management service features noted in table 3.
For hardware products, the Proactive Care portfolio oers three distinct
hardware service levels:
• HP Next Business Day Proactive Care Service
• HP 4-hour 24x7 Proactive Care Service
• HP 6-hour Call-to-Repair Proactive Care Service
The Proactive Care portfolio also oers the same three service levels with
the inclusion of hardware defective media retention (DMR) and comprehensive
defection material retention (CDMR) as additional core features.
Please note that for each of the Proactive Care with DMR and CDMR service
oers, HP also provides all the core problem prevention service features
noted in table 2, as well as the core incident management service features
noted in table 3. For eligible products, the DMR service feature option, if
purchased, allows the Customer to retain a defective hard disk or eligible
SSD/Flash drive that the Customer does not want to relinquish due to
sensitive data contained within the disk (‘Disk or SSD/Flash Drive’) covered
under this service. All Disk or eligible SSD/Flash Drives on a covered system
must participate in the defective media retention. In addition to DMR, the
CDMR service feature option, if purchased, allows the Customer to retain
additional components that have been designated by HP as having data
retentive capabilities, such as memory modules. All eligible data retentive
components on a covered system must participate in the CDMR. The
components that can be retained under this service feature are outlined in
the document located at hp.com/services/cdmr.
For software products, the Proactive Care Service provides software
support 24 hours per day, 7 days per week including HP holidays. Once
a non-critical software service request (Severity 3 or 4) is received,
HP will respond to the call within 2 hours after the service request has
been logged. HP provides corrective support to resolve identiable and
customer-reproducible software product problems. HP also provides
support to help the Customer identify problems that are diicult to
reproduce. The Customer receives assistance with troubleshooting
incidents and resolving conguration parameters. For critical software
response (Severity 1 or 2) situations, please refer to the ‘Enhanced call
experience’ feature described earlier in this document.
The variations in the Proactive Care reactive hardware service levels are
outlined in the section that follows. All coverage windows are subject to
local availability.
Contact a local HP sales oice for detailed information on service
availability.
