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.
2
Specifications (Optional)
Table 2. Optional service features
Feature Delivery specifications
Additional named callers Support for three named customer callers is included with Support Plus. Customers can optionally purchase support for additional callers.
Preventative maintenance (for
eligible products)
Defective material retention (for
eligible products)
Response availability Response times are dependant on the location of your site in relation to an HP support office.
An HP engineer visits the customer’s site at regularly scheduled intervals to perform diagnostics, check error logs on covered systems to
find potential hardware problems, and if necessary, address mechanical or electronic system complaints and clean or replace worn or
defective parts.
The engineer may also check for potential problems by: inspecting cables and cable connections or visual status indicators of covered
hardware; checking temperature and humidity levels and comparing them to vendors’ recommendations; and installing applicable engineering
improvements and firmware updates that, in the opinion of HP, are required to maintain the hardware equipment and ensure performance. The
engineer may provide a final report on the hardware’s condition.
Preventative maintenance services will be delivered within standard business hours, on standard business days (excluding HP holidays),
regardless of the selected coverage window.
There may be cases in which the customer does not want to relinquish a defective disk drive due to sensitive data contained on it.
This service option, available for eligible products, waives the right of HP to maintain possession of a failed disk-drive component on which the
customer’s sensitive data is stored.
To check service availability, please contact your HP services representative.
Service limitations
Software updates Software updates are not available for all software products. Upon request, HP will provide the customer with a list of software products that do
Software support Software support must be purchased for each system in the customer’s environment that will require support.
Hardware support on-site At the discretion of HP, service will be provided using a combination of remote diagnosis and support services delivered on-site and other
not require software updates. When this service feature is not available, it will not be included in the HP Support Plus Service.
For some telecommunications products, software updates will only include minor upgrades; new versions must be purchased separately. Upon
request, HP will provide the customer with a list of software products that do not include new versions in the software update price. The price for
new versions of these software products is not included in the HP Support Plus Service.
If the customer has multiple systems at the same location, HP may limit the number of physical media sets containing software updates provided
as part of this service.
service-delivery methods. Other service-delivery methods may include the delivery through a courier of customer-replaceable parts such as
a keyboard, mouse or whole replacement unit. HP will determine the appropriate delivery method required to provide effective and timely
customer support.
An on-site-response time commitment will not apply if the service can be delivered using remote diagnosis, remote support or other
service-delivery methods described above.
For fully redundant storage technologies (for example the XP storage array), the committed response time applies to critical issues, as reasonably
determined by HP, that affect business or degrade performance of either critical or redundant components. Response times for non-critical
service requests may vary.
Services such as, but not limited to, the following are excluded from this service:
•Recoveryoftheoperatingsystem,othersoftwareanddata
•Troubleshootingforinterconnectivityorcompatibilityproblems(doesnotapplytosupportservicesprovidedfornetworkdevices)
•Supportfornetwork-relatedproblems(doesnotapplytosupportservicesprovidedfornetworkdevices)
•Servicesrequiredduetofailureofthecustomertoincorporateanysystemfix,repair,patchormodificationprovidedtothecustomerbyHP
•ServicesrequiredduetofailureofthecustomertotakeavoidanceactionpreviouslyadvisedbyHP
Work to completion does not apply to next business day response coverage window.
HP Technology Services are governed by the applicable HP terms and conditions of service provided or
indicated to Customer at the time of purchase.
3
Service eligibility
To be eligible to purchase the HP Support Plus
Service, the customer must be properly licenced
to use the revision of the software product that is
current at the beginning of the service-agreement
period, or an additional charge may be applied to
bring the customer into service eligibility.
Customer responsibilities
The customer must retain – and provide to HP upon
request – all original software licences, upgrade
licence agreements and licence keys.
The customer will use all software products in
accordance with current HP software licencing
terms that correspond to the customer’s pre-requisite
underlying software licence or, if applicable, in
accordance with the current licencing terms of
the third party, including any additional software
licencing terms that may accompany such software
updates provided under this service.
When the customer receives hard-copy or e-mail
notification that a new version of software is
available, it is the customer’s responsibility to reply to
the notification in order to receive the new
software update.
The customer is responsible for registering with our
electronic facility in order to obtain software product
information and download HP software patches.
The customer will be required, upon HP request, to
support HP in resolving the problem remotely by:
Providing all information necessary for HP to •
deliver timely and professional remote support and
to enable HP to determine the level of
support eligibility
Starting self-tests and installing and running other •
diagnostic tools and programs
Installing customer-installable firmware updates •
and patches
Performing other reasonable activities to help •
HP identify or resolve the problem
HP Support Plus Service
Helps increase IT infrastructure uptime and return
on investment, with the hardware, software and
electronic support you need.
The customer is responsible for installing, in a
timely manner, critical customer-installable firmware
updates, as well as customer-replaceable parts and
replacement units delivered to them.
At the sole discretion of HP, service levels with a
4-hour on-site response time may require installation
of remote connectivity tools and equipment. If remote
support is available and required on the covered
equipment, customers must provide and allow HP
remote access in order to receive the 4-hour on-site
response time.
General provisions/other exclusions
Distribution of certain third-party software updates,
licence agreements and licence keys may be made
directly from the third-party vendor to the customer.
Ordering information
To order the HP Support Plus Service, contact your
local HP representative and reference the following
product numbers:
HA10 9AC •
H A11 0A C •
For more information
For more information on HP Support Plus Service,
contact any of our worldwide sales offices or
resellers or visit our website at
www.hp.com/hps/support
www.openview.hp.com/services
Technology for better business outcomes
To learn more, visit www.hp.com
© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject 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. 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”
5981-8505EEGB September 2008
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