table 1. service features
hp’s integrated support services
hardware call-to-repair commitment
feature
delivery
specifications
immediate response

This module provides HP’s best available reactive hardware service 24 hours a day,
support, hardware cal -
7 days a week. Any hardware problems for any of the four HP Netservers within your
to-repair commitment
AA Solution; if necessary, an HP-certified engineer is immediately dispatched to your
within 6 hours
site to help ensure the malfunction is corrected in the shortest possible time. HP commits to
correcting HP Netserver AA Solution hardware malfunctions in less than 6 hours from your
initial call to the HP Response Center. The 6-hour repair commitment is available up to 50
miles from a primary HP Support Responsible Office.
on-site hardware

HP travels to your site and provides all labor, parts, and materials necessary to repair
support
your HP Netservers within the AA Solution. HP may use remanufactured parts that are
equivalent to new parts in performance; replaced parts become the property of HP. Once
an HP-certified customer engineer arrives at your site, the engineer continues service,
uninterrupted, until your 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 resumes when they become available.
audit

After you purchase this module, an HP-certified engineer contacts you to obtain key system
configuration information and to perform an inventory of your equipment. HP Netserver
AA Solution components are designed to operate within specific power, temperature,
airborne contaminant, and humidity ranges. Your HP engineer may periodically monitor
these environmental conditions at your site and advise you of necessary modifications. As
additional remote diagnostic tools become available, the server audit may be performed
via system access and/or over the phone. It is your responsibility to notify HP of any
hardware or configuration changes to a system covered by the call-to-repair commitment.
Failure to do so may result in a nullification of the 6-hour repair time commitment.
direct connection to

Your call is directly connected to a certified resolution engineer who begins troubleshooting
your certified resolution
and resolving your service problem. If necessary, an HP-certified resolution engineer is
engineer
immediately dispatched to handle on-site repairs.
remote support

To facilitate rapid problem resolution, an HP resolution engineer may initiate and perform
remote diagnostics by utilizing the secure remote connection. This ensures HP can safely
have your system up and running more quickly. HP performs remote support only upon
receipt of your authorization. HP may require the use of remote diagnostics in order to
commit to the hardware repair times specified. If your company does not allow for the
use of remote diagnostics, the hardware repair commitment is not applicable.
escalation management
HP has established formal escalation procedures to solve very complex hardware problems.
Local HP management coordinates problem escalation, rapidly enlisting the skills of key
problem-solving experts throughout HP.

3

---

...

Otros modelos de este manual:
Computadoras - HP NetServer AA 6200 solutions (115.12 kb)
Computadoras - HP NetServer E 30 (115.12 kb)