Hewlett Packard Enterprise 4 year Next business day 1420-24G Switch Proactive Care Advanced Service
Contents
1. Customer s responsibility however additional assistance can be purchased from HP Incident Report The Customer receives a quarterly report that details the Customer s case history and trends The ASM will discuss the report content incident detail resolution and longer term trends with the Customer Report distribution Firmware and Software Version Reports Proactive Scan Reports and Incident Reports are provided electronically as part of this service Through the HP Support Center HPSC portal reports are distributed using security features designed to maintain confidentiality Reports are published to the Customer s HP Support Center account for access by authorized Customer users Credits for technical advice and services HP Proactive Care Advanced provides access to specialist skills on an as needed basis This augments and complements the Customer s own IT team with skills and capacity ona flexible basis To facilitate this access 10 credits are included each year of the Customer s support agreement for each configured device These credits are used to fund technical services advice and assistance A configured device is defined as achassis device configured with components and software A list of the categories of configured devices that include credits can be found at hp com go proactivecareadvancedtechnology Additional credits can readily be purchased with or during the life of the support agreem2. Customers have appropriate active support agreements in place with selected ISVs and the Customer has taken the steps necessary to ensure that HP can submit calls on the Customer s behalf for the limited purpose of placing a support call with the vendor HP will engage the ISV and provide information about the Customer s issue as obtained during the Basic Software Support service call HP will make the TSS available for a telephone conference with the ISV as the preferred engagement method but the process is subject to vendor participation and may vary by ISV Once the call has transitioned to the ISV it is then the responsibility of the ISV to resolve the Customer issue Once the callis transitioned to the ISV the call will be subject to the support levels of the agreement between the Customer and that ISV Once the ISV is engaged HP will close the HP call but the Customer or ISV can resume the service issue with HP if needed by referencing the original call identification number 7Please see the General provisions Other exclusions section for more details Requires the Customer to install and operate HP Remote Support Technology with the data collections function enabled for delivery For alist of the non HP software products eligible for Basic Software Support and Collaborative Call Management please refer to hp com go collaborativesupport In addition to the products covered on this list any additional ISV produc
3. Proactive Care Advanced contract to verify that they are at recommended revision levels HP provides the Customer with a report containing recommendations for applicable software versions patches and firmware revisions for each covered device The ASM will review these recommendations with the Customer HP performs the following core deliverables using HP Remote Support Technology as part of the firmware and software version recommendation activity Firmware version recommendations The report will indicate the installed and recommended firmware revisions for the devices covered by the HP Proactive Care Advanced contract The firmware analysis is limited to those covered devices nstallation is also provided for firmware defined by HP as non customer installable HP will install these firmware updates if requested by he Customer during the related hardware device support coverage window at no additional charge to the Customer If HP determines that the firmware update is designed for remote installation then additional charges may be applied for onsite installation of the non customer installable firmware updates HP can provide telephone support for firmware defined as customer installable during the related hardware device support coverage window The Customer can purchase additional services to install customer installable firmware Software version recommendations HP will provide the Customer with patch analysis and update recommendations
4. may vary for specific products A call to repair time commitment does not apply when the Customer chooses to have HP prolong diagnosis rather than execute recommended server recovery procedures A call to repair time commitment does not apply if the Customer does not install and operate the current vers repair time commitment is also not available for devices that are on of HP Remote Support Technology on all devices A call to not supported by HP Remote Support Technology The Customer remains responsible for full payment of all fees associated with the provision of HP Proactive Care Advanced Services Call to repair time commitments and onsite response times do not apply to the repair or replacement of defective or depleted batteries for selected enterprise storage arrays and enterprise tape products If the Customer requests scheduled service the repair timeframe begins from the agreed upon scheduled time At the discretion of HP service will be provided using a combinati on of remote diagnosis and support services delivered onsite and other service delivery methods Other service delivery methods may include the delivery via a courier of customer replaceable parts such as a keyboard a mouse certain hard disk drives and other parts classified by HP as Customer Self Repair CSR parts or an entire replacement product HP will determine the appropriate delivery method required to provide effective and tim
5. your local HP sales representative or HP reseller HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 17 Data sheet HP Proactive Care Advanced Service Resources Insight Remote Support release notes hp com go insightremotesupport HP Proactive Care Advanced supported products list hp com go proactivecareadvancedtechnology Software Product List Collaborative Support provided by HP hp com go collaborativesupport HP Proactive Select Services hp com services proactiveselect HP Support Center hp com go hpsc hp com go mediahandling HP Comprehensive Defective Material Retention hp com services cdmr Customer Self Repair information hp com go selfrepair Sign up for updates hp com go getupdated HP Media Sanitization Policy and Media Handling Policy For more information For more information on HP Proactive Care Advanced Service or other HP Systems Support services contact any of our worldwide sales offices or visit the following websites e HP support services hp com services support HP Care Pack services hp com services carepack Hon Share with colleagues Rate this document Copyright 2014 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 ac
6. 0 km 8 hours 1 additional coverage day 201 300 miles 321 480 km Established at time of order and subject 2 additional coverage days to availability More than 300 miles 480 km Established at time of order and subject Established at time of order and subject to availability to availability Hardware call to repair A hardware call to repair time commitment is available for sites located within 50 miles 80 km of an HP designated support hub Travel zones time commitment and charges may vary in some geographic locations The hardware call to repair time commitment is not available for sites located more than 100 miles 160 km from an HP designated support hub For sites that are located from 51 to 100 miles 81 to 160 km of an HP designated support hub an adjusted hardware call to repair time commitment applies as shown in the table that follows Travel zone table for Distance from HP designated support hub 6 hour hardware call to repair time hardware call to repair 050 miles 0 80 km 6 hours time commitment 51 100 miles 81 160 km 8 hours More than 100 miles 160 km Not available HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Service limitations Services provided within the scope of one HP Proactive Care Advanced support contract are restricted to the IT environment under
7. CE will arrive at the Customer s site during the onsite coverage window to begin hardware maintenance service within 4 hours after the call has been received and acknowledged by HP Service features are defined in the Hardware onsite support area of the Service limitations section Availability of response times is dependent on the proximity of the Customer site to an HP designated support hub See table 6 for more details Please contact HP for further information HP 6 hour Call to Repair Proactive Care Advanced Service HP provides the following reactive service levels for the specific devices covered under this option Hardware support coverage window e 24x7 Service is available 24 hours per day 7 days per week including HP holidays Hardware call to repair time commitment For critical incidents severity 1 and 2 HP will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours after the call has been received and acknowledged by HP Service features are defined in the Hardware onsite support and Hardware call to repair commitment areas of the Service limitations section Availability of response times and call to repair times is dependent on the proximity of the Customer site to an HP designated support hub See table 6 for more details Please contact HP for further information For noncritical incidents severity 3 and 4 or at the Customer s request HP will work wit
8. Data sheet HP Proactive Care Advanced Service HP Services 1HP Remote Support Technology refers to HP proprietary service tools used to connect HP products to HP for service delivery including HP Insight Remote Support HP STaTS and HP Direct Connect August 2014 HP Proactive Care Advanced Service expands on HP Proactive Care Service and is designed to help you maximize the benefits of IT investments maintain IT infrastructure stability achieve business and IT project objectives reduce operational costs and free your IT staff for other priority tasks Your assigned HP Account Support Manager ASM provides personalized technical and operational advice including HP best practices gleaned from HP s broad support experience HP Proactive Care Advanced can help to save you time with real time monitoring and analysis of your devices that are connected to HP creating personalized proactive reports with recommendations to help prevent problems in your IT infrastructure Your ASM can also arrange specialist technical advice and assistance to complement your IT skills to assist with specific projects performance improvements or other technical needs Should an incident occur reducing business impact requires a swift and comprehensive response An HP Technical Solution Specialist TSS delivers an enhanced call experience intended to provide fast incident resolution For severity 1 incidents a Critical Event Manager CEM is assigne
9. HP employs integrated case management tools and enhanced escalation procedures to help resolve complex support incidents For severity management 1 incidents HP will engage a CEM to internally monitor and coordinate the end to end process and provide prompt and effective engagement of additional expertise to help accelerate resolution of an incident The CEM will provide regular progress updates directly to the Customer For severity 1 incidents HP may provide a post incident review at its discretion This activity helps to identify any suggested improvements that could be made by the Customer or HP and is intended to help prevent the occurrence of similar incidents or improve incident handling in the future Incident severity levels are defined in the General provisions Other exclusions section Automatic call logging For supported devices automatic call logging capabilities are enabled so that devices will submit service incidents directly to HP using HP Remote capability Support Technology Incidents are submitted with failure data 24x7 and are responded to within the service level timeframe for the associated device Where configured HP Insight Online can provide a single point of visibility to incidents and resolution Basic Software Support In cases where the Customer has not purchased HP Proactive Care Advanced support on selected non HP software products that reside on and Collaborative Call eligible hardware e
10. Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Table 4 Incident management continued Feature Delivery specifications For most HP software and selected HP supported third party software updates will be made available through the Software Updates and Licensing portal via the HPSC The Software Updates and Licensing portal provides the Customer with electronic access to receive and proactively manage software product and documentation updates For other HP supported third party software the Customer may be required to download updates directly from the vendor s website License to use software The Customer receives the license to use software updates to HP or HP supported third party software for each system socket processor updates processor core or end user software license covered by this service as allowed by the HP or original manufacturer software license terms The license terms shall be as described in the HP software licensing terms corresponding to the Customer s prerequisite underlying software icense or in accordance with the current licensing terms of the third party software manufacturer if applicable including any additional software icensing terms that may accompany such software updates provided under this service HP recommended software For HP or HP supported third p
11. arty software and documentation updates the recommended delivery method will be determined by HP The and documentation primary delivery method for software updates and documentation updates will be via download from the Software Updates and Licensing portal or updates method a third party hosted website Table 5 Optional additional access to technical expertise Feature Delivery specifications Proactive Select and The provision of additional technical expertise is an optional feature and is a flexible way to augment and complement the Customer s own IT Technical Services team skills providing specialist capacity on an as needed basis If the Customer wishes to access technical services from HP such services can be provided through the per event HP Technical Services portfolio or by purchasing HP Proactive Select HP Proactive Select can be used by HP Proactive Care Advanced customers to purchase additional credits More information on HP Proactive Select can be found at hp com services proactiveselect Table 6 Service travel zones Feature Delivery specifications Geographic locations Travel zones and charges if applicable may vary in some geographic locations Travel zones table Distance from HP designated support hub 4 hour hardware onsite response time Next day hardware onsite response time for hardware onsite an 0 100 miles 0 160 km 4 hours Next coverage day response time 101 200 miles 161 32
12. assigned ASM The call to repair time commitment is subject to the Customer providing immediate and unrestricted access to the system as requested by HP The call to repair time commitment does not apply when system access including physical remote troubleshooting and hardware diagnostic assessments is delayed or denied If the Customer requests scheduled service the call to repair time period begins at the agreed upon scheduled time Upon HP request the Customer will be required to support HP s remote problem resolution efforts as well as proactive deliverables The Customer will e Start self tests and install and run other diagnostic tools and programs e Install customer installable firmware updates and patches e Run data collection scripts on behalf of HP when they cannot be initiated from HP Remote Support Technology e Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility Perform other reasonable activities to help HP identify or resolve problems as requested by HP The Customer is responsible for installing and configuring all supported devices and maintaining the appropriate HP Remote Support Technology with a secure connection to HP The Customer is responsible for providing all necessary resources in accordance with the HP Remote Support Technology release notes in order to enable the delivery of the se
13. asured during the coverage window only and may be carried over to the next day for which there exists a coverage window Response time options available for eligible products are specified in the Service level options table All response times are subject to local availability Contact a local HP sales office for detailed information on service availability In the event that a CSR part is provided to return the system to operating condition the onsite response time if any shall not apply In such cases HP practice is to express ship to the Customer location the CSR parts that are critical to the product s operation For more details on the CSR process and parts please refer to hp com go selfrepair Software For a Customer with multiple systems at the same location HP may limit the number of physical media sets containing software product and documentation updates provided as part of this service Software updates are not available for all software products When this service feature is not available it will not be included in this service For some products software updates include only minor improved features New software versions must be purchased separately 12 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Limitations to the defective media retention and comp
14. ate incident resolution and improve Customer communication Customer Engineer CE Customer Engineers provide onsite hardware repair when required to resolve an incident For Next Business Day and 24x7 HP Proactive Care Advanced service level customers the next available CE will respond 6 hour Call to Repair HP Proactive Care Advanced service level customers will have an Assigned CE who will respond to incidents if they are available If they are not available the incident will be directed to the next available CE Table 3 Problem prevention and personalized technical expertise Feature Delivery specifications HP will publish a set of reports covering the devices under the HP Proactive Care Advanced support agreement These reports will be published o the HP Support Center for the Customer to access HP Remote Support Technology is used to capture the necessary revision and configuration data to enable analysis and report creation Following the publication of areport the ASM will review the report with the Customer at an agreed ime during HP local business hours to help ensure that there is a clear understanding of the implications of any detected issues along with prioritization of recommendations contained within the report Firmware and Software Version Report T reliability and stability can be impacted by the levels of the Customer s software and firmware revisions Twice a year HP reviews the products under the HP
15. cess to the following trained technical specialists Account Support Manager ASM The Account Support Manager is an account assigned resource who collaborates with the Customer to understand their specific needs and tailor their support experience accordingly The ASM can draw on specialist resources as required to help address the Customer s needs HP Remote Support Technology is used to provide the Customer with scheduled product based proactive reports The ASM will discuss these reports and recommendations with the Customer during local HP business days and hours excluding HP holidays The ASM may deliver services onsite or remotely at HP s discretion Technical Solution Technical Solution Specialists provide remote incident support and handle cases from call receipt to call closure A TSS may engage additional Specialist TSS specialist resources as required to help achieve resolution The TSS will remain engaged from case creation through to closure to help ensure a consistent end to end support experience for the Customer Critical Event Manager Critical Event Managers are assigned to severity 1 cases as defined in the General provisions Other exclusions section A CEM is a call center CEM resource who is responsible for managing the incident process organizing additional resources as required managing the escalation process and providing regular updates to the Customer The assignment of a CEM is intended to acceler
16. companying 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 4AAS 3259ENE Created August 2014
17. consumable parts is the responsibility of the Customer Some P for more information If a consumable part is eligible for coverage as determined by HP call to repair time s and materials necessary to maintain the covered hardware product in operating condition including parts and provements Replacement parts provided by HP shall be new or functionally equivalent y of HP unless optional Defective Material Retention or Comprehensive Defective been purchased Customers who wish to retain degauss or otherwise physically destroy replaced parts will be his service standard warranty terms and conditions apply commitments and onsite response times do not a Maximum supported lifetime maximum usage operating manual product QuickSpecs or the tec Parts and components that have reached their maximum supported pply to repair or replacement of the covered consumable part lifetime and or the maximum usage limit as set forth in the manufacturer s hnical product data sheet will not be provided repaired or replaced as part of this service Firmware updates for eligible products hat entitles them to access these updates HP Proactive Care Advanced Customers will have As HP releases entitled firmware updates to HP hardware products hese updates are only made available to Customers with an active agreement he right to download install and use firmware updates for hardware products covered by this andard sales terms servic
18. d fund the specialized service assistance you need when you need it You can choose from a range of predefined technical services on the HP Proactive Select menu or your ASM can work with you to define the specific advice or assistance you need More information on Proactive Select can be found at hp com services proactiveselect Requires the Customer to install and operate HP Remote Support Technology with the data collections function enabled for delivery 2 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Service features Table 1 Service features overview HP support resources Account Support Manager ASM see table 2 for details e Technical Solution Specialist TSS e Critical Event Manager CEM e Customer Engineer CE Problem prevention and e Firmware and Software Version Report personalized technical Proactive Scan Report expertise e Incident Report see table 3 for details Report distribution e Credits for technical advice and services e Support planning and reviews HP Remote Support Technology Incident management e Enhanced call handling see table 4 for details Enhanced critical incident management Automatic call logging capability e Basic Software Support and Collaborative Call Management for selected non HP software on eligible HP hard
19. d or compromised there is risk of reoccurrence there is significant impact on the business Severity 3 Normal For example a non production system e g test system is down or degraded a production system or production application has been degraded with a workaround in place noncritical functionality has been lost there is limited impact on the business Severity 4 Low There is no business or user impact 16 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Ordering information All units and options with individually sold HP Care Pack services must be ordered with the same service level as the product or enclosure that they are installed in if that service level is available on those units HP Proactive Care Advanced is not designed to be purchased on software only configurations due to the integrated nature of the service deliverables Thus the software and hardware should be purchased with the same HP Proactive Care Advanced service level Local availability The Customer may order support from HP s current support offerings Some offerings features and coverage and related products may not be available in all countries or areas To obtain furth To order the service with the comprehensive defective material retention service feature the defective m
20. d to drive the case and provide you with regular status and progress updates HP Proactive Care Advanced uses HP Remote Support Technology to monitor devices and collect data enabling faster delivery of support and services Running the current version of HP Remote Support Technology is required to receive full delivery and benefits from this support service Datasheet HP Proactive Care Advanced Service Service benefits HP Proactive Care Advanced can help you to manage your infrastructure with features designed to provide e Increased accountability and personalization through an assigned ASM who will work with your IT team to share HP best practices and specific technical advice relevant to your IT needs and projects e Faster incident resolution from specially trained solution oriented advanced resources who manage the case from start to finish e A CEM assigned to severity 1 incidents to drive faster resolution and provide regular progress updates to keep you informed e Recommendations for firmware version and software patching on supported products to help prevent problems e Identification of risks and issues through regular device based proactive scans that help ensure that configurations are consistent with HP best practices e Access to technical advice and services from HP specialists to augment your team with specific skills and capabilities HP Proactive Care Advanced includes credits that you can use to select an
21. e subject toa HP will verify enti any such access too lement to updates by reasonab lapplicable license restrictions in HP s current s s in accordance with the terms of this data shee e means such as an access code or other identifier and the Customer is responsible for using and other applicable agreements with HP HP may take addi data sheet For Customers with use related firmware updates HP will provide i his document only if the Customer has the lice user software license as allowed by the origina ional reasonable steps including audits to verify icenses to firmware based software products software license product the Customer must also have if available an active HP Software Support agreement to receive download install and he Customer s adherence to terms of their agreements with HP including this eatures implemented in firmware activated by the purchase of a separate nstall or assist the Customer with the installation of firmware updates as previously described in nse to use the related software updates for each system socket processor processor core or end HP or original manufacturer software license terms Incident management service level choices Hardware and software incident support Each HP Proactive Care Advanced Service level produc For hardware products the HP Proactive Care Ad HP Next Business Day Proactive Care Advanced includes problem pre
22. e current supported devices list is available as part of the release notes for Insight Remote Support which can be found at hp com go insightremotesupport Scope of products covered This service is available for selected servers software storage devices storage arrays network devices and storage area networks only as noted at hp com go proactivecareadvancedtechnology The features of this service may differ or be limited based on specific devices or software Please check with an HP sales office or HP sales representative for specific limitations and local availability General limitations HP delivery staff will provide the required proactive deliverables defined in table 3 during standard local HP business hours excluding HP holidays either remotely or onsite at the discretion of HP If these deliverables are required outside of standard business hours additional charges may apply and are subject to local availability HP retains the right to determine the final resolution of all service requests Activities such as but not limited to the following are excluded from this service e Services required due to failure of the Customer to incorporate any system fix repair patch or modification provided to the Customer by HP e Services that in the opinion of HP are required due to unauthorized attempts by non HP personnel to install repair maintain or modify hardware firmware or software e Operational testin
23. edia retention service feature must also be ordered er information or to order HP Proactive Care Advanced Service contact a local HP sales representative or authorized HP reseller and reference the following product numbers x de Table 8 HP Proac notes the service length in years options are 3 4 or 5 years ive Care Advanced configurable flexible Care Pack services H8B33Ax P Next Business Day Proactive Care Advanced Service H8B34Ax P Next Business Day with DMR Proactive Care Advanced Service H8B35Ax P 4 hour 24x7 Proactive Care Advanced Service H8B36Ax P 4 hour 24x7 with DMR Proactive Care Advanced Service H8B37Ax P 6 hour Call to Repair Proact ive Care Advanced Service H8B38Ax P 6 hour Call to Repair with DMR Proactive Care Advanced Service Table 9 HP Proac ive Care Advanced Contractua services H8B33AC P Next Business Day Proactive Care Advanced Service H8B34AC P Next Business Day with DMR Proactive Care Advanced Service H8B35AC P 4 hour 24x7 Proactive Care Advanced Service H8B36AC P 4 hour 24x7 with DMR Proac ive Care Advanced Service H8B37AC P 6 hour Call to Repair Proact ive Care Advanced Service H8B38AC P 6 hour Call to Repair with D R Proactive Care Advanced Service For the complete list of HP Proactive Care Advanced non configurable fixed Care Pack services please contact
24. ely Customer support and meet the call to repair time commitment if applicable If the Customer agrees to the recommended CSR and a CSR par is provided to return the system to operating condition the onsite service level shall not apply In such cases HP practice is to express ship to the Customer location the CSR parts that are critical to the product s operation For more details on the CSR process and parts please refer to hp com go selfrepair The following activities or situations will suspend the call to repair time calculation if applicable until they are completed or resolved e Any Customer or third party action or inaction impacting the re pair process e Any automated recovery processes triggered by the hardware malfunction such as disk mechanism rebuild or sparing procedures e Any other activities not specific to the hardware repair but required to verify that the hardware malfunction has been corrected such as rebooting th e operating system HP reserves the right to modify the call to repair time commitment as it applies to the Customer s specific product configuration location and environn the time of the support agreement order and is subject to resour nent This is established at ce availability HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 11 Datasheet HP Proactive Ca
25. ensitive data before returning any such loaned rented or leased components or products to HP and HP shall not be responsible for maintaining the confidentiality or privacy of any sensitive data that remains on such components General provisions Other exclusions HP will acknowledge a call by logging a case communicating the case ID to the Customer and confirming the Customer s incident severity and time requirements for the start of remedial action Note For events received via 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 Onsite hardware support response times and call to repair time commitments as well as software support remote response times may differ depending on incident severity The Customer determines the incident severity level Incident severity levels are defined as follows Table 7 Incident severity levels Severity 1 Critical Down For example the production environment is down a production system or production application is down or at severe risk data corruption loss or risk has occurred business is severely affected there are safety issues Severity 2 Critically Degraded For example the production environment is severely impaired a production system or production application has been interrupte
26. ent via HP Proactive Select by Customers who find they need more than what is included in the standard offer Credits included in the HP Proactive Care Advanced agreement are to be used on an annual basis for technical services and assistance on HP Proactive Care Advanced supported products and systems The ASM wil Customer s Proactive Services Advanced support agreement Any unused credits cannot be rolled over to the next year o and are not refundable o determine the Customer s preferred use for their credits These annual credits expire at the end of each year on the anni work with the Customer versary date of the the support agreement Support planning and reviews IT priorities and map out how the HP deliverables and credit based services can be used to help provide maximum benefi echnical advice to help with the support planning The ASM and Customer will work together to develop and document a Support Plan The ASM will consult with the Customer about upcoming Because needs and pressures on the IT department are constantly changing this process is repeated every six months to help ensure continual alignment and to review what has been achieved During the semiannual review meetings the ASM may share HP best practices and provide IT operational and HP Remote Support Technology HP Proactive Care Advanced Service uses HP proprietary service tools which are referred to in this data sheet as HP Rem
27. er will agree to arrange for an audit to be performed within the initial 30 day timeframe During the audit key system configuration information is collected and an inventory of the covered products is performed The information gathered in the audit enables HP to plan and maintain replacement part inventories at the appropriate level and location and allows HP to survey and troubleshoot possible future hardware incidents so that repairs can be completed as quickly and efficiently as possible At the sole discretion of HP the audit may be performed onsite via remote system access via remote audit tools or over the phone If an audit is required by HP it will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call to repair time commitment can be put into effect The hardware call to repair time commitment will not take effect until five 5 business days after the audit has been completed Until such time service for the covered hardware will be delivered at a 4 hour onsite response time service level In addition HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe unless the delay is caused by HP For hardware call to repair time commitments HP requires that all devices a
28. for all supported server operating systems virtualization software or software required to operate storage devices that are covered under HP Proactive Care Advanced support Update recommendations are provided by comparing the Customer s current version information against the latest supported releases HP Proactive Care Advanced provides the Customer with HP s general recommendations which are intended to address critical gaps with individual devices or products HP can provide telephone assistance if requested to help with the installation of software patches for supported software The Customer can purchase additional services to have HP install supported software revisions and patches For select operating systems or virtualization software that is not directly covered by an HP Proactive Care Advanced agreement but is running on an underlying server covered by HP Proactive Care Advanced support HP will provide an annual report indicating the latest software revisions available Please consult an HP representative or authorized HP channel partner for more details Requires the Customer to install and operate HP Remote Support Technology with the data collections function enabled for delivery 5A list of HP Proactive Care Advanced supported products with selected operating system and virtualization software can be found at hp com go proactivecareadvancedtechnology HP Technology Services are
29. g of applications or additional tests requested or required by the Customer e Services that in HP s opinion are required due to improper treatment or use of the products or equipment e Services required due to failure of the Customer to take avoidance action previously advised by HP e Backup and recovery of the operating system other software and data e Implementation of any HP recommendations provided as part of this service e Installation of any customer installable firmware and or software updates 10 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Hardware call to repair commitment If an upfront audit is required by HP the hardware call to repair time commitment will not take effect until five 5 business days after the audit has been completed In addition HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe Hardware call to repair time options are specified in the HP 6 h our Call to Repair Proactive Care Advanced Service section see table 4 All call to repair times are subject to local availability Contact a local HP sales office for detailed information on availability The hardware repair time commitment
30. governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Table 3 Problem prevention and personalized technical expertise continued Feature Delivery specifications Proactive Scan Report Twice a year HP performs a proactive scan of HP Proactive Care Advanced supported devices in the Customer s computing environment For HP servers and certain storage and networking products this service provides a technical device assessment that is designed to help identify potential system configuration problems before they impact the Customer s business operations HP Remote Support Technology is used to collect transport and analyze configuration and revision data to identify trends revisions or Parameters that may impact operation This analysis uses diagnostic tools and processes to compare the devices to HP management best practices or support advisories HP then prepares a report that details the findings and highlights potential risks and issues that require resolution or investigation identifies deviations from HP best practices and recommends a possible course of action to address them The Customer receives a report for supported HP servers storage and networking products The ASM will review the possible implications and HP s suggested recommendations with the Customer Implementation of the recommendations is the
31. h the Customer to schedule an agreed upon time for the remedial action to begin and the call to repair time commitment will then start at that time Incident severity levels are defined in the General provisions Other exclusions section Call to repair time refers to the period of time that begins when the initial call has been received and acknowledged by HP or at the start time for work scheduled in agreement with the Customer as specified in the General provisions Other exclusions section Call to repair time ends with HP s determination that the hardware is repaired or when the reported event is closed with the explanation that HP has determined that it does not currently require onsite intervention Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced HP is not liable for any lost data and the Customer is responsible for implementing appropriate backup procedures Verification by HP may be accomplished by the completion of a power on self test standalone diagnostic or visual verification of proper operation At its sole discretion HP will determine the level of testing necessary to verify that the hardware is repaired At its sole discretion HP may temporarily or permanently replace the product in order to meet the call to repair time commitment Replacement products are new or functionally equivalent to new in performance Replaced products become t
32. he property of HP will take 30 days from the time this service is purchased to set up and perform necessary audits and processes so that the hardware call o repair time commitment can be put into effect During this initial 30 day period and for up to 5 additional business days after the audit is completed HP will provide a 4 hour onsite response time Enhanced parts inventory management call to repair time commitment only To support HP call to repair time commitments an inventory of critical replacement parts is maintained for Customers who have selected the call to repair option This inventory is stored at an HP designated facility These parts are managed to allow for increased inventory availability and are accessible to HP authorized representatives responding to eligible calls Software product and As HP releases updates to HP software the latest revisions of the software and reference manuals are made available to the Customer For documentation updates 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 the Customer can obtain any software updates directly from the third party A license key or access code or instructions for obtaining a license key or access code will also be provided to the Customer when they are required to download install or run the latest software revision 8 HP Technology
33. inue to deliver the service either onsite or remotely at the discretion of HP until the products are repaired Work may be temporarily suspended if parts or additional resources are required but work will resume when they become available Work to completion may not apply to onsite support provided for desktop mobile and consumer products Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced Notwithstanding anything to the contrary in this document or HP s current standard sales terms HP will for selected enterprise storage arrays and enterprise tape products cover and replace defective or depleted batteries that are critical to the proper operation of the covered product For incidents with covered hardware that cannot be resolved remotely HP will use commercially reasonable efforts to respond onsite in accordance with the purchased hardware onsite reactive coverage level of the affected device Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP as described in the General provisions Other exclusions section The onsite response time ends when the HP authorized representative arrives at the Customer s site or when the reported event is closed with the explanation that HP has determined it does not currently require onsite intervention Response times are me
34. is dispatched to the Customer s site in accordance with the purchased hardware onsite reactive service level for that affected device In addition to providing troubleshooting the TSS employs rigorous case management and escalation procedures and engages additional technical specialists as needed Hardware support onsite response times and call to repair time commitments as well as software support remote response times differ depending on incident severity and the purchased onsite coverage level The Customer determines the incident severity level when logging or confirming a case with HP Incident severity levels are defined in the General provisions Other exclusions section Once a service request has been placed and HP has acknowledged receipt of the case HP will work to isolate the hardware or software problem and to troubleshoot remedy and attempt to resolve the problem remotely with the Customer Prior to any onsite assistance HP may initiate and perform remote diagnostic tests using innovative automation tools to access covered products or HP may use other means available to facilitate remote problem resolution Incident cases for HP connected products using HP Remote Support Technology can be automatically created 24x7 Customers may also report problems to HP via a special access phone number or electronically via HPSC HP retains the right to determine the final resolution of all reported problems Enhanced criticalincident
35. nd configurations must be supported by HP Remote Support Technology and the Customer must install and operate the current version of HP Remote Support Technology with a secure connection to HP in order to enable the delivery of the service The installation and use of HP Remote Support Technology including the installation and enabling of any agents and data transfer to HP is required to deliver the Firmware and Software Version Report Proactive Scan Report hardware call to repair time commitment remote monitoring and automated call logging deliverables of the HP Proactive Care Advanced Service During any such time that the Customer has not deployed HP Remote Support Technology or if Customer configurations or devices are not supported by HP Remote Support Technology and the Customer does not take the steps necessary to provide the data required to HP HP is not obligated to provide any impacted deliverables and the Customer remains responsible for full payment of all fees associated with the provision of the HP Proactive Care Advanced Service HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 13 Datasheet HP Proactive Care Advanced Service Installation of customer installable firmware and software is the responsibility of the Customer There will be additional charges if the Customer requests that HP install customer installable fi
36. nd the appropriate configuration based on the type and number of devices supported in the Customer s HP Proactive Care Advanced environment To maintain ongoing eligibility for this service the Customer is responsible for enabling data transfer to HP correctly adding devices to the configuration installing future upgrades and maintaining the Customer contact details configured in the HP Remote Support Technology solution The Customer acknowledges and agrees to install HP Remote Support Technology during the service startup process Requires the Customer to install and operate HP Remote Support Technology with the data collections function enabled for delivery HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Table 4 Incident management Feature Delivery specifications Enhanced call handling The Customer can contact HP 24 hours a day 7 days a week When the Customer calls with a critical incident HP aims to either connect the Customer to a TSS or call the Customer back within 15 minutes The TSS is trained to address issues in complex computing environments and has access to HP s full array of technical knowledge and resources employed with the goal to help rapidly diagnose and resolve issues In the event that there is a hardware issue requiring onsite service a CE
37. operability within their IT environment Prior to the implementation of any recommendations the Customer should read and understand any prerequisites procedures or supporting documentation o the update requirements as specified in the The Customer shall work with HP to schedule delivery of the HP Proactive Care Advanced Service features identified for delivery for a specified number of times on an annual basis Delivery shall be scheduled for each 12 month period of the annuity support agreement No deliverables or entitlements shall be carried forward from one 12 month period to The Customer will e Take responsibility for reg in order to access know registration information Customer may be requi red e Retain and provide to HP u license keys and subscrip e Take responsibility for a receive in order to down istering to use the HP or th edge databases and obtain p to accept vendor specific pon request all original so ird roduct information HP will provide to the Customer as required additionally for certain products the he next acility party vendor s electronic erms for use of the electronic facility tware licenses license agreements ion service registration information as applicable for this service cti load the software update or media where this option is available ng upon any hardcopy or email notification the Customer may e Use all soft
38. ote Support Technology HP Remote Support Technology is the principal method for delivering event monitoring automated case creation and a variety of proactive reports The current version of HP Remote Support Technology with the data collections function enabled is a prerequisite for delivery of HP Proactive Care Advanced Service If the Customer does not install and operate the current version of HP Remote Support Technology HP will not provide the Firmware and Software Version Report Proactive Scan Report hardware call to repair time commitment remote monitoring and automated call logging deliverables of Proactive Care Advanced Service HP Remote Support Technology installation assistance HP Remote Support Technology is made available to HP Support customers as a feature of Proactive Care Advanced Service The Customer is responsible for installing HP Remote Support Technology In order to help ensure a successful installation of HP Remote Support Technology HP wi provide up to 8 hours of remote technical advice on the installation and configuration of the initial HP Remote Support Technology installation upon the Customer s request The ASM will discuss this with the Customer at the commencement of the contract to determine if assistance is required and will then help to organize the assistance if it is needed As part of this activity HP will explain the features and benefits of HP Remote Support Technology and recomme
39. ow the Customer to place calls and receive support from the vendor If the vendor requires it the Customer will take any steps necessary to ensure that HP can submit calls on the Customer s behalf In addition the Customer must provide HP with the appropriate information needed for HP to initiate a service call with th behalf of the Customer If the Customer does not meet these requiren able to transfer calls to the vendor and assumes no responsibility for obligations are limited to the placement of su e software vendor on nents HP will not be failure to do so HP s pport calls only Purchase of Collaborative Call stomer and vendor to Management does not assign the support agreement between the Cu HP The Customer remains responsible for the performance of their obligations under such agreements which includ a performance of third par val The Customer is responsi firmware updates as wel aresult of logging calls w y vendors their products or The Customer is responsi as ble for implementation into production h the vendor HP is not lia e payment of all applicable fees including any fees that may apply ble for the performance or non their support services ble for installing in a timely manner critical customer installable CSR parts and replacement products delivered to the Customer esting any preventative recommendations prior to o ensure and to confirm inter
40. quipment covered by HP Proactive Care Advanced support HP will provide the Basic Software Support and Collaborative Call Management for selected Management features as described below instead of HP Proactive Care Advanced software support as described in the Software incident support non HP software on section of table 4 eligible HP hardware dite Basic Software Support on selected non HP software products is limited to the following HP will attempt to resolve problems on these products products by applying or asking the Customer to apply fixes that have been made available or known to HP In some cases support may be limited to communication of a known fix available through the installation of a software update or patch and the Customer will be directed to available sources for the applicable updates or patches because access to the known fix requires additional service contracts with the respective software vendor If the problem is still not resolved then Collaborative Call Management can be initiated at the Customer s request Basic Software Support is available 24 hours per day 7 days per week If HP determines that a problem is caused by a selected independent software vendor s ISV product and the problem is not resolved by the Customer applying known available fixes HP will at the Customer s request initiate Collaborative Call Management with the ISV Collaborative Call Management can be provided only in cases where
41. re Advanced Service Hardware onsite support At the discretion of HP service will be provided using a combination of remote diagnosis and support services delivered onsite and other service delivery methods Other service delivery methods may include the delivery via a courier of customer replaceable parts such as a keyboard a mouse other parts classified as CSR parts or an entire replacement product HP will determine the appropriate delivery method required to provide effective and timely Customer support An onsite response time will not apply if the service can be delivered using remote diagnosis remote support or other service delivery methods previously described Response times are dependent on the location of the Customer s site in relation to a designated HP support office To check service availability the Customer should contact their local HP Services representative For technical hardware issues that cannot in HP s judgment be resolved remotely an HP authorized representative will provide onsite technical support on covered hardware products to return them to operating condition For certain products HP may at its sole discretion elect to replace such products in lieu of repairing them Replacement products are new or functionally equivalent to new in performance Replaced products become the property of HP Once an HP authorized representative arrives at the Customer s site the representative will cont
42. rehensive defective material retention service feature options The defective media retention and comprehensive defective material retention service feature options apply only to eligible data retentive components replaced by HP due to malfunction They do not apply to any exchange of data retentive components that have not failed Data retentive components that are specified by HP as consumable parts and or have reached the maximum supported lifetime and or the maximum usage limit as set forth in the manufacturer s operating manual the product QuickSpecs or the technical data sheet are not covered by this service Defective media retention service and comprehensive defective material retention service coverage for options designated by HP as requiring separate coverage if available must be configured and purchased separately Failure rates on these components are constantly monitored and HP reserves the right to cancel this service with 30 days notice if HP reasonably believes that the Customer is overusing the defective media retention or comprehensive defective material retention service feature option such as when replacement of defective data retentive components materially exceeds the standard failure rates for the system involved Service prerequisites HP at its sole discretion may require an audit on the covered products If such an audit is required an HP authorized representative will contact the Customer and the Custom
43. responsibilities including those outlined in the HP Media Sanitization Policy and Media Handling Policy for Healthcare Customers can be found at hp com go mediahandling If the Customer chooses to retain repair parts covered under the defective media retention and or comprehensive defective material retention service feature options it is the Customer s responsibility to e Retain covered data retentive components that are replaced during support delivery by HP e Ensure that any Customer sensitive data on the retained covered data retentive component is destroyed or remains secure e Have an authorized representative present to retain the defective data retentive component accept the replacement component provide HP with identification information such as the serial number for each data retentive component retained hereunder and upon HP request execute a document provided by HP acknowledging the retention of the data retentive component e Destroy the retained data retentive component and or ensure that is not put into use again e Dispose of all retained data retentive components in compliance with applicable environmental laws and regulations For data retentive components supplied by HP to the Customer as loaner rental or lease products the Customer will promptly return the replacement components at the expiration or termination of support with HP The Customer will be solely responsible for removing all s
44. rmware and software updates Any additional charges to the Customer will be on a time and materials basis unless otherwise previously agreed to in writing by HP and the Customer 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 The Customer must have rightfully acquired the license for any underlying firmware that will be covered under these services Customer responsibilities If the Customer does not act upon the specified Customer responsibilities HP or the HP authorized service provider will at HP s discretion i not be obligated to deliver the services as described or ii perform such service at the Customer s expense at the prevailing time and materials rates The Customer must provide accurate and complete information in a timely manner as required for HP to perform the services For the proactive services provided by HP Proactive Care Advanced Service the Customer will provide HP with the appropriate system manager contact information name email and phone number for the primary person responsible for the operational viability of the HP Proactive Care Advanced covered infrastructure The Customer will identify a focal point and an internal Customer team to work collaboratively with the HP
45. rvice and options The Customer must also provide any hardware required to host HP Remote Support Technology When an HP remote support solution is installed the Customer must also maintain the contact details configured in the version of HP Remote Support Technology that HP will use in responding to a device failure The Customer should contact a local HP representative for further details on requirements specifications and exclusions For scheduled calls the Customer shall promptly make the equipment available to HP for remedial activities at the agreed upon time 14 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service part or product as determined by HP In cases where CSR parts or replacement products are shipped to resolve a problem the Customer is responsible for returning the defective part or product within a time period designated by HP In the event that HP does not receive the defective part or product within the designated time period or if the part or product is degaussed or otherwise physically damaged upon receipt the Customer will be required to pay the HP list price for the defective In order for HP to provide Collaborative Call Management the Customer must have an ctive support agreement with the software vendor that includes the required service level and features that all
46. sales office for detailed information on service availability Hardware incident support options HP Next Business Day Proactive Care Advanced Service HP provides the following reactive service levels for the specific devices covered under this option Hardware support coverage window Standard business hours standard business days 9x5 Onsite service is available 9 hours per day between 8 00 a m and 5 00 p m local time Monday through Friday excluding HP holidays Hardware onsite support response time Next Business Day onsite response An HP authorized representative CE will arrive at the Customer s site during the onsite coverage window to begin hardware maintenance service on the next coverage day after the call has been received and acknowledged by HP Service features are defined in the Hardware onsite support area of the Service limitations section Availability of response times is dependent on the proximity of the Customer site to an HP designated support hub See table 6 for more details Please contact HP for further information HP 4 hour 24x7 Proactive Care Advanced Service HP provides the following reactive service levels for the specific devices covered under this option Hardware support coverage window e 24x7 Service is available 24 hours per day 7 days per week including HP holidays Hardware onsite support response time 4 hour onsite response An HP authorized representative
47. service notifica r registered users he resource qualified submitted to be viewed including cases submitted by telephone e HP and available third party hosted knowledge databases which can be searched for certain third party products in order to retrieve product information get answers to support questions and par e Services which the Customer can browse select and schedule using credits as wel ions and par entitled technical support documents icipate in suppor available features For more information visit hp com go hpsc icipation in support forums for solving problems and sharing best o facilitate faster problem solving o resolve problems quickly with a prequalification process that routes o answer the question The tool also allows the status of each support or service request forums This service may be limited by third party access restrictions as view the current balance of available credits Replacement parts and materials HP will provide repla Supplies and consumable parts are not supported to supplies and cons exceptions may apply contact H materials for available and recommended engineering im to new in performance All replaced parts become the proper Material Retention options have billed and required to pay the lis cement par price for the replacement part umable par and will not be provided as part of s The repair or replacement of any supplies or
48. the direct day to day management of one IT manager in one country Unless otherwise specified or arranged proactive and consultative services are performed during standard local HP business hours and days excluding HP holidays Except as otherwise noted in this document the scope of HP Proactive Care Advanced Service is limited to the products under the HP Proactive Care Advanced support contract In cases where the Customer purchases additional HP Proactive Care Advanced support the proactive service deliverables for the additional devices will be delivered with the existing devices under contract The Firmware and Software Version Report and Proactive Scan Report require the installation of the current version of HP Remote Support Technology with the data collections function enabled Should HP Remote Support Technology not currently support any device the Customer will be requested to manually collect the data required to enable HP to include that device in the reports listed above In this event HP will provide the Customer with clear instructions on how and when to manually collect and transfer the necessary data This data needs to be supplied to HP within the required timelines in order for HP to include it in the reports listed above otherwise HP will be under no obligation to provide the reports listed above on these devices and there will be no reduction in fee charges for HP Proactive Care Advanced Service as a result Th
49. ts and variations on these deliverables are noted at hp com go proactivecareadvancedtechnology 6 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Table 4 Incident management continued Feature Delivery specificati ons Knowledge database and HP Support Center access online resource Key features of this personalized porta HP provides access to HPSC as part of HP Proactive Care Advanced Service HPSC is HP s next generation support portal that provides a helpful include HP Insight Online personalized dashboard support forums support case submittal drivers patch management product pages guided troubleshooting top issues warranty and contract details and software updates Service credits can also be managed through HPSC HPSC access and functionality are enabled through the linking of the Customer s HP passport with Service Agreem Through HPSC the Customer has access to e Published Proactive Care reports e Subscription to har practices with othe Expanded Web based searches o e Certain HP proprietary service diagnostic tools with password access A Web based tool for submitting questions directly to HP The tool helps the support or service request to ents and must be done to enable a or the Customer dware related proactive
50. ust participate in the CDMR The components that can be retained under this service feature are out ined in the document located at hp com services cdmr 10 All service levels may not be available on all 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 Datasheet HP Proactive Care Advanced Service Table 4 Incident management continued Feature Delivery specifications For software products HP Proactive Care Advanced Service provides software support 24 hours per day 7 days per week including HP holidays Once anoncritical software service request severity 3 or 4 is received HP will respond to the call within 2 hours after the service request has been logged 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 The Customer receives assistance with troubleshooting incidents and resolving configuration parameters For critical software response severity 1 or 2 situations please refer to the Enhanced call handling feature described earlier in this document The variations in the HP Proactive Care Advanced reactive hardware service levels are outlined in the section that follows All coverage windows are subject to local availability Contact a local HP
51. vention and incident management support for hardware and software s For each HP Proactive Care Advanced service level HP provides all the core problem prevention service features noted in table 2 and able 3 as well as the related core incident management service features noted in table 4 vanced portfolio offers three distinct hardware service levels Service HP 4 hour 24x7 Proactive Care Advanced Service HP 6 hour Call to Repair Proac The HP Proactive Care Advanced portfolio also and comprehensive defective material retentio requirements For that the Customer does not want eligible products the DMR service feature op o relinquish due to sensitive data contained within the disk Disk or SSD Flash Drive covered under this service ive Care Advanced Service offers the same three service levels with the inclusion of hardware defective media retention DMR n CDMR as additional optional features that the Customer may elect to purchase based upon their ion if purchased allows the Customer to retain a defective hard disk or eligible SSD Flash drive All Disk or eligible SSD Flash Drives on a covered system must participate in the DMR In addition to DMR the CDMR service feature option if purchased allows the Customer to retain addit ional components that have been designated by HP as having data retentive capabilities such as memory modules All eligible data retentive components on a covered system m
52. ware products Knowledge database and HP Support Center access e Replacement parts and materials e Access to firmware updates for eligible products Incident management e Hardware reactive support choices at three levels service levels HP Next Business Day Proactive Care Advanced Service see table 4 for details HP 4 hour 24x7 Proactive Care Advanced Service HP 6 hour Call to Repair Proactive Care Advanced Service e Software reactive support 24x7 software support Software product and documentation updates License to use software updates if purchased from HP HP recommended software and documentation updates method Optional additional Defective media retention features for HP Proactive Comprehensive defective material retention Care Advanced with defective media retention services see table 4 for details Optional additionalaccess Proactive Select and Technical Services to technical expertise see table 5 for details 3Requires the Customer to install and operate HP Remote Support Technology with the data collections function enabled for delivery HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Datasheet HP Proactive Care Advanced Service Specifications Table 2 HP support resources Feature Delivery specifications Support resources The Customer has ac
53. ware products in accordance with current corresponding to the Customer s prerequisite underlying software license or in accordance with the current licensing terms of including any additional software licensing terms tha updates provided under this service If required by HP the Customer or HP authorized repre product to be supported within 10 days of purchase of instructions within the Care Pack docun as otherwise directed by HP In the event t and registration or proper adjustment of the change o existing HP r o request the new software update on HP software licensing terms he third party software manufacturer if applicable t may accompany such software sentative must activate the hardware this service using the registration nentation or the email document provided by HP or hat a covered product changes location activation egistration is to occur within 10 days HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 15 Datasheet HP Proactive Care Advanced Service The Customer is responsible for the security of the Customer s proprietary and confidential information The Customer is responsible for properly sanitizing or removing data from products that may be replaced and returned to HP as part of the repair process to ensure the safeguarding of the Customer s data More information on Customer
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