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to change without notice. The only warranties for HP products and services are set forth in the express warranty statements

accompanying such products and services. Nothing herein should be construed as constituting an additional warranty or condition,

express or implied, in fact or in law. HP shall not be liable for technical or editorial errors or omissions contained herein.

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

time of purchase.

5982-6547EEE, Created July 2005; Updated June 2013, Rev. 9

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 commencement of remedial action. Note: For events

received via the 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 onsite response time period can start.

Incident severity is dened as:

• Severity 1—Critical Down: for example, production environment down: production system or production

application down/at severe risk; data corruption/loss or risk; business severely aected; safety issues

• Severity 2—Critically Degraded: for example, production environment severely impaired; production system or

production application interrupted/compromised; risk of reoccurrence; signicant impact on business

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

system or production application degraded with workaround in place; non-critical functionality lost; limited

impact on the business

• Severity 4—Low: for example, 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 they are contained in if that service level is available for those units and options.

Availability of service features and service levels may vary according to local resources and may be restricted to

eligible products and geographic locations. To obtain further information or to order HP Hardware Support Onsite

Service, contact a local HP sales representative and reference the following product numbers (‘x’ denotes the

service length in years):

• HA101Ax for next-day response, standard business hours (9x5)

• HA103Ax for 4-hour response, extended business hours (13x5)

• HA104Ax for 4-hour response, 24x7

• HA105Ax for 6-hour call-to-repair, 24x7

Depending on the point of purchase and the requested service-level option, other product numbers may apply.

Please consult a local HP representative or HP reseller regarding which product number will best meet your

specic needs.

For more information

For more information on HP Services, contact any of our worldwide sales oices or resellers or visit one of the

following websites:

HP support services: www.hp.com/services/support

HP Care Pack services: www.hp.com/services/carepack