This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
Technical data
HP Collaborative Support Service
HP Services
HP Collaborative Support Service is designed for customers who purchase HP hardware with HP and selected third-party software products. The
Collaborative Support Service provides a first point of contact for your initial hardware and software support needs. HP brings the knowledge of
its technical resources around the globe to help you to resolve your hardware and basic software support issues with a call to HP.
With HP Collaborative Support Service, you don’t have to decide if you have a hardware or software issue. You can make the first call directly to
HP, and the HP support professional will help determine whether you have a hardware or software problem. If the reported incident is related to a
selected third-party software product and cannot be resolved by applying known fixes, HP will contact the third-party vendor and create a
problem incident on your behalf under your existing support agreement with the software vendor. HP will also provide the necessary problem
documentation to help the vendor with resolving the problem more quickly. If the incident is with a covered HP hardware product, HP will provide
technical hardware support, remotely or onsite, to resolve the reported issue.
Service feature highlights
•
Collaborative remote software support:
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24x7 coverage window with 2-hour remote response
•
Basic Software Support
•
Collaborative call management
•
Hardware support:
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Remote problem diagnosis and support
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Onsite hardware support
•
Replacement parts and materials
•
Choice of hardware support coverage windows
•
Onsite response time for hardware support
•
6-hour call-to-repair time commitment for hardware support (optional)
•
Enhanced parts inventory management (included with call-to-repair time commitment)
•
Work to completion
•
Escalation management
•
HP electronic remote support solution (for eligible products only)
•
Access to electronic support information and services
•
Defective media retention (optional; for eligible products only)
•
Comprehensive defective material retention (optional; for eligible products only)
Specifications
Table 1. Service features
Feature Delivery specifications
Collaborative remote software
support:
Customers can call HP 24 hours per day, Monday through Sunday including HP holidays, to log a covered incident with HP. Once the Customer has
placed and HP has acknowledged the receipt of a call as described in the ‘General provisions/Other exclusions’ section, HP will respond to the call
within two hours to start remote diagnosis and basic software support. This coverage window is subject to local availability. Contact a local HP sales
office for detailed information on service availability.
24 x 7 coverage window with
2-hour remote response
