Hewlett Packard U3477E, H5478A Data Sheet
HP Support Plus Service
HP Customer Support Contractual Services
Comprehensive hardware and
software services which help you to
increase the availability of your
IT infrastructure.
HP Support Plus Service is composed of
comprehensive hardware and software services
which help you to increase the availability of your IT
infrastructure. HP engineers work with your IT team
to resolve hardware and software problems with HP
and selected third-party products.
HP Support Plus Service also provides new revisions
of HP and eligible HP-supported third-party software
products, software patches and reference manuals,
including the licence to use and copy new revisions
of software products on all supported systems
covered by the original software licence.
The service provides electronic access to
comprehensive support information, allowing any
member of your IT staff to locate essential product
and support information.
Service benefits
Help increase IT infrastructure uptime•
Help increase return on your IT investment•
Support for HP products as well as eligible •
multi-vendor hardware and software products
HP software and eligible third-party software •
updates at a predictable cost
Lower cost than purchasing individual software •
updates due to substantial subscription savings
Broad geographic coverage•
Service-feature highlights
Remote problem diagnosis and support for •
hardware products
On-site hardware support•
Materials•
Flexible coverage window•
On-site response time for hardware support•
Work to completion for hardware support•
Software support•
Escalation management•
Licence to use and copy software product updates•
Software product and documentation updates•
Electronic support information and services•
Electronic remote support•
Additional named callers (optional)•
Preventative maintenance (optional for •
eligible products)
Defective material retention (optional for •
eligible products)
HP Technology Services are governed by the applicable HP terms and conditions of service provided or
indicated to Customer at the time of purchase.
Specifications
Table 1. Service features
Feature Delivery specifications
Remote problem diagnosis and
support for hardware products
On-site hardware support
Materials HP will provide all needed supported parts and materials necessary to maintain the covered hardware product in operating condition, including
Coverage window The coverage window specifies the time during which services are delivered on-site or remotely. Calls received outside this window will be
On-site response time for
hardware support
Once the customer has placed a service request through a designated HP support telephone number, HP will work with the customer during coverage
hours to isolate the hardware problem. Prior to any on-site assistance, HP may initiate and perform remote diagnostics using electronic remote
support tools (where available) to access covered hardware products, or HP may use other means available to facilitate remote problem resolution.
Regardless of the customer’s coverage window, problems with covered hardware can be reported to the HP Response Centre through telephone
or electronic communication (as locally available), 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request and
notify the local office at the beginning of the next coverage day. HP retains the right to determine the final resolution of all reported problems.
On-site response times for service requests submitted electronically or outside of the purchased coverage window may vary.
For technical issues that cannot be resolved remotely, an HP service-delivery specialist will provide technical support on covered hardware
products to return them to operating condition. For certain printers, PCs, ProLiant and Intel
storage products, HP may – at its sole discretion – elect to replace such products in lieu of repairing them. Replacement products are new or
equivalent to new in performance. Replaced products become the property of HP.
In addition, HP may install available engineering hardware improvements to ensure proper operation of the hardware products and maintain
compatibility with HP-supplied hardware replacement parts. At its sole discretion, HP may install any firmware updates that, in the opinion of HP,
are required to return the covered hardware product to operational condition or to ensure supportability of the covered hardware product.
parts and materials for available and recommended engineering improvements. Replacement parts are new or equivalent to new in
performance. Replaced parts become the property of HP.
logged on the next day in which the customer has a coverage window.
The following coverage windows are available for eligible products:
•Standard business hours, standard business days (available for software support only): service is available within standard business hours, on
standard business days, excluding HP holidays
•Extended business hours, standard business days: service is available within extended business hours, on standard business days, excluding
HP holidays
•24 x 7: service is available 24 hours a day, 7 days a week including all HP holidays
All coverage hours are subject to local availability. Check with the local office for detailed coverage hours
On-site response time specifies the period of time that begins when the initial service request is received and logged with HP, and ends when the
HP-authorised representative arrives at the customer’s site, if this time falls within the specified coverage window.
•4-hour response: an HP-authorised representative will arrive at the customer’s site to begin hardware maintenance service within 4 hours after
the service request is logged, if this time falls within the contracted coverage window
®
Pentium®/Xeon™ servers, and networking and
Work to completion Once an HP service-delivery specialist arrives at the customer’s site, the specialist will continue to deliver the service (either on-site or remotely,
Software support Once a software problem is logged, an HP Response Centre engineer will respond to the call within 2 hours. HP provides corrective support to
Escalation management HP has established formal escalation procedures to solve very complex hardware and software problems. Local HP management co-ordinates
Licence to use and copy software
product updates
Software product and
documentation updates
Access to electronic support
information and services
at the discretion of HP) until the hardware products are operational or as long as reasonable progress is being made. Work may be temporarily
suspended if additional parts or resources are required, but will resume when they become available.
resolve identifiable and customer-reproducible software product problems. HP also provides support to help customers identify problems that are
difficult to reproduce. The customer receives assistance in troubleshooting problems and resolving configuration parameters.
problem escalation, rapidly enlisting the skills of key problem-solving experts throughout HP and within selected third parties for multi-vendor
hardware and software products.
The customer receives the licence to use and copy the software product updates for all supported systems covered by the original software
licence. The customer can use and copy updates to HP or third-party software on each system covered by this service as governed by the
applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
As HP releases updates to the customer’s HP software, the latest revisions of the software and reference manuals are made available to the
customer’s system manager or designee. For selected third-party software, HP will provide software updates as such updates are made
available from the third party, or instructions on how to obtain any software updates directly from the third party. For certain software products,
the customer may be able to select from a choice of media types. An access code or licence key, or instructions for obtaining an access code or
licence key, will also be provided to the customer when it is required to install or run the latest software revision.
As a part of this service, HP will provide access to hardware-related and software-related electronic and web-based tools and services.
As a Support Plus contract holder, the customer has access to services freely available to all registered software support users, plus additional
capabilities such as: conducting web-based searches of technical support documents to facilitate problem-solving; downloading HP software
patches; submitting and checking the status of support service requests; and accessing passwords required to use HP proprietary diagnostic
tools. If software patches and updated information for HP-supported third-party products are made available to HP by the original software
manufacturer, the customer may also have access to these as part of this service.
For some HP products, the Software Update Manager (SUM) – an on-line service for software updates – is available to the customer as an
option. The SUM allows the customer to download software and documentation updates, order physical media, view order status and history,
and receive software update notifications through e-mail.
Electronic remote support For customers who meet minimum requirements, Instant Support Enterprise Edition (ISEE) real-time remote hardware-event management provides
diagnostic software for eligible products. For details on the minimum requirements, customers may contact their local HP sales office. This
software monitors hardware status and generates notification events when certain pre-determined conditions are detected. Notification events
are received and forwarded to HP for review and possible support action. With the customer’s authorisation, and at the sole discretion of HP,
remote network access by an HP support engineer may be used for troubleshooting and faster problem resolution.
HP Technology Services are governed by the applicable HP terms and conditions of service provided or
indicated to Customer at the time of purchase.
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