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HP Software Support Service - U.S.
HP Services
Technical data
HP Software Support Service provides comprehensive software services for HP software and selected
third-party products.
Software Support provides access to HP technical resources for assistance in resolving software
implementation or operations problems.
HP releases updates to software and reference manuals as soon as they are made available. Updates
for selected HP-supported third-party software products are included as they are made available from
the original software manufacturer. This service also includes the rights to software updates for each
system, processor, processor core, or end user, as allowed by the original HP or original manufacturer
software license.
In addition, this service provides electronic access to related product and support information, enabling
any member of your IT staff to locate this commercially available essential information. For third-party
products, access is subject to availability of information from the original manufacturer.
Service benefits
Expedited problem resolution through trained HP technical resources
•
Potentially reduces the cost of purchasing individual software updates through subscription savings
•
Improved system performance and reduced downtime due to software defects
•
Predictable cost to receive the latest revision of HP and eligible third-party software
•
Service features highlights
Access to technical resources
•
Problem analysis and resolution
•
Escalation management
•
HP Technology Services are governed by the HP Terms and Conditions of Sale and Service (E16) or
HP Business Terms (E99), and Exhibit SS5.
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RETIRED: Retired products sold prior to the November 1, 2015 separation of Hewlett-Packard Company into Hewlett Packard Enterprise Company and HP Inc. may
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Software product and documentation updates
•
License to use software updates
•
Installation advisory support
•
Software features and operational support
•
Remote access
•
Problem isolation
•
Access to electronic support information and services
•
Coverage window
•
HP recommended software updates method
•
HP recommended documentation updates method
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Additional named callers
•
Software updates options
•
Documentation updates options
•
Specifications
Table 1. Service features
Feature Delivery specifications
Access to technical
resources
The Customer can access HP technical resources via telephone, electronic communication, or
fax (where locally available) for assistance in resolving software implementation or operations
problems. An HP authorized representative will contact the Customer to begin software
technical support service within two hours after the service request has been logged, if this time
falls within the contracted coverage window.
Problem analysis and
resolution
Escalation management HP has established formal escalation procedures to facilitate the resolution of complex
Software product and
documentation updates
HP provides corrective support to resolve identifiable and customer-reproducible software
product problems. HP also provides support to help the Customer identify problems that are
difficult to reproduce. In addition, the Customer receives assistance in troubleshooting
problems and determining configuration parameters.
problems. Local HP management coordinates problem escalation, enlisting the skills of
appropriate HP resources and/or selected third parties to assist with problem-solving.
As HP releases updates to 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 HP may provide instructions on how to obtain any software updates
directly from the third party. An access code or license key, or instructions for obtaining an
access code or license key, will also be provided to the Customer when required to download,
install, or run the latest software revision.
For certain HP products and HP-supported third-party software, updates may be available
through HP Software Update Manager (SUM), an online software updates capability. SUM
allows the Customer to download software and documentation updates, order physical media,
view order status and history, and receive software update notifications via e-mail. SUM helps
the Customer proactively manage and plan for software updates.
For other HP-supported third-party software, the Customer may be required to download
updates directly from the vendor’s Web site.
For some products, HP will automatically deliver the software and documentation updates to
the Customer as soon new revisions are made available.
HP Technology Services are governed by the HP Terms and Conditions of Sale and Service (E16) or
HP Business Terms (E99), and Exhibit SS5.
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License to use software
updates
Installation advisory
support
Software features and
operational support
Remote access At the option of HP and with Customer approval, selected remote access tools, such as a
Problem isolation Problem isolation for the software product is provided. The Customer is informed if the problem
The Customer receives the license to use the software updates to HP or third-party software for
each system, processor, processor core, or end user (with original software licenses) covered
by this service.
The license terms shall be as described in the HP software licensing terms corresponding to the
Customer's prerequisite underlying software license, or in accordance with the current licensing
terms of the third-party software manufacturer, if applicable, including any additional software
licensing terms that may accompany such software updates provided under this service.
Advisory support is provided to the Customer who encounters difficulties while performing a
product installation or who needs advice on proper installation methods and updating of
standalone applications. Advisory support for products that are installed in a network
environment is also provided.
This service feature does not include downloading of complete software packages or walking
the Customer through an installation from start to finish. These services are available for an
additional charge and can be purchased separately from HP.
HP provides information, as commercially available, on the latest product features, known
problems and available solutions, and operational advice and assistance.
telephone support tool, may be used to facilitate problem-solving. The use of these tools allows
HP to work interactively with the Customer and facilitates remote diagnosis of problems with
the Customer's system.
The Customer can choose to use any of these remote access tools to assist in the resolution of
service requests. Only HP-provided, HP-approved tools are to be used as a part of this feature.
is perceived to be hardware-related. If the Customer's hardware is covered under an HP
Hardware Maintenance Onsite Service Agreement, a service request will be logged to the
diagnose-before-dispatch desk on the Customer's behalf. With the Customer's approval, a
per-call service request will be logged on the Customer's behalf for problems related to
hardware not covered under a Hardware Maintenance Onsite Service Agreement.
Access to electronic
support information and
services
As part of this service, HP provides access to certain commercially available electronic and
Web-based tools. The Customer has access to:
• Certain capabilities made available to registered users, such as downloading selected HP
software and firmware patches, subscribing to hardware-related proactive service notifications,
and participating in support forums for solving problems and sharing best practices with other
registered users.
• Expanded Web-based searches of technical support documents, to facilitate faster
problem-solving
• Support Case Manager, a tool for submitting questions directly to the HP Solution Center.
Support Case Manager helps to resolve problems quickly with a pre-qualification process that
routes the support or service request to the engineer qualified to answer the question. The tool
also allows the status of each support or service request submitted to be viewed, including
cases submitted by telephone.
• "HP Live" functionality for communicating directly with an online HP support engineer during
standard coverage hours, 8:00 a.m. to 5:00 p.m. local time, Monday through Friday
excluding HP holidays. Through sharing browser content, the HP support engineer will help
navigate to the appropriate online content that may help resolve the problem. This real-time
online help can be accessed via the "HP Live" button on selected Web pages.
• Searches of HP or third-party hosted knowledge databases for certain third-party products in
order to retrieve product information, find answers to support questions, participate in support
forums, and download software patches.
HP Technology Services are governed by the HP Terms and Conditions of Sale and Service (E16) or
HP Business Terms (E99), and Exhibit SS5.
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Coverage window The coverage window specifies the time during which services are available.
• Standard business hours, standard business days: Service is available between 8:00 a.m. and
5:00 p.m. local time, Monday through Friday excluding HP holidays. This coverage applies
when Software Support M-F is purchased. Calls received and answered outside this coverage
window will be logged the next day for which the Customer has a coverage window (may
vary by geographic location).
• 24x7: Service is available 24 hours per day, Monday through Sunday including HP holidays.
This coverage window applies when Software Support 24x7 is purchased.
HP recommended
software updates method
For HP or third-party software updates, the recommended delivery method will be determined
by HP. Delivery of software updates may be on media (typically DVD or CD) or via download
from an HP hosted or third-party hosted Web site.
HP recommended
documentation updates
method
For HP or third-party documentation updates, the recommended delivery method will be
determined by HP. Delivery of documentation updates may be on media (typically DVD, CD,
or paper) or via download from an HP hosted or third-party hosted Web site.
Specifications
Table 2. Optional service features
Feature Delivery specifications
Optional service features only available contractually:
Additional named callers Support for three named Customer callers is included with this service. The Customer can
optionally purchase support for additional callers.
Software updates options The Customer may decline the delivery of software updates.
For some products the Customer may choose to have software updates delivered on CD-ROM,
DVD, DDS (DAT) tape, or 6250 BPI magnetic tape, where these options are made available. If
the media type selected is not available the software updates will be delivered using the HP
recommended software update method.
Documentation updates
options
The Customer may decline the delivery of documentation updates.
For some products, the Customer may choose to have the documentation updates delivered on
CD-ROM, DVD, CD-ROM and paper, DVD and paper, or paper only, where these options are
available. If the media type selected is not available, the documentation updates will be
delivered using the HP recommended documentation update method.
Customer responsibilities
The Customer will:
Retain, and provide to HP upon request, all original software licenses, license agreements, license keys,
and subscription service registration information, as applicable for this service
Use all software products in accordance with current HP software licensing terms corresponding to the
Customer's prerequisite underlying software license, or in accordance with the current licensing terms of
the third-party software manufacturer, if applicable, including any additional software licensing terms
that may accompany such software updates provided under this service
Take responsibility for acting upon any hard-copy or e-mail notification the Customer may receive in
order to download the software update or to request the new software update on media, where this
option is available
HP Technology Services are governed by the HP Terms and Conditions of Sale and Service (E16) or
HP Business Terms (E99), and Exhibit SS5.
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information and to download HP software patches
have older product names and model numbers that differ from current models.
Service limitations
Software updates are not available for all software products. Upon the Customer's request, HP will
provide the Customer with a list of software products that currently do not include software updates.
When this service feature is not available, it will not be included in this service. This service must be
purchased for each computer system in the Customer’s environment that will require support.
For some products, software updates include only minor improved features; new versions or revisions
must be purchased separately. Upon the Customer's request, HP will provide the Customer with a list of
software products that do not include new versions or revisions in the software update price. The price
for new versions or revisions of these software products is not included in the HP Software Updates
Service.
For Customers with multiple systems at the same location, HP may limit the number of physical media
sets containing software and documentation updates provided as part of this software update service.
Service eligibility
To be eligible to purchase this service, the Customer must be properly licensed to use the revision of the
software product that is current at the beginning of the Support Agreement period; otherwise, an
additional charge may be applied to bring the Customer into service eligibility.
This service must be purchased for each system, processor, processor core, or end user in the
Customer's environment that will require support.
For certain third-party products, instead of purchasing an initial software product license, this service
provides the Customer with the ability to download from a Web site, hosted by HP or a third-party
vendor, the current revision of software and all software updates released during the service-agreement
period.
General provisions/Other exclusions
When a Customer purchases this service, HP may provide the current revision of certain software
products on media, in addition to software download capability.
Distribution of certain third-party software updates, license agreements, and license keys may be made
directly from the third-party vendor to the Customer, as applicable.
When this service is provided for a solution that is composed of multiple HP and/or third-party
products, software support will only be offered on updates that are made available for the solution by
HP.
HP Technology Services are governed by the HP Terms and Conditions of Sale and Service (E16) or
HP Business Terms (E99), and Exhibit SS5.
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RETIRED: Retired products sold prior to the November 1, 2015 separation of Hewlett-Packard Company into Hewlett Packard Enterprise Company and HP Inc. may
have older product names and model numbers that differ from current models.
For more information
For more information on HP Software Support Service, contact any of our worldwide sales offices or
visit our Web site at:
www.hp.com/hps/carepack
© 2006 Hewlett-Packard Development Company, L.P and its affiliate Hewlett-Packard (Canada)
Co, 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
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 HP Terms and Conditions of Sale and Service (E16)
or HP Business Terms (E99), and Exhibit SS5.
5981-6645ENUS Rev. 2, March 2006
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