HEWLETT-PACKARD 1-2003 - Laserfiche WebLink

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Specifications table 1. service features feature Remote Problem Diagnosis and Support Onsile Hardware Support Materiels Coverage Window 6 hour Call.to.Repair Time Commitment delivory.pe<ifi!'.l6_ When the customer experiences a system problem, the call is quickly connected 10 an HP certified resolution engineer. The engineer first attempts to remotely troubleshoot, remedy, and resolve the problem within minutes. Prior to any onsite assistance, an engineer may initiale and perform remote diagnostics to facilitate remote problem resolution. If necessary, a customer support engineer is quickly dispatched to the customer's site to manage needed repairs until the covered hardware is operational again. For critical, technical hardware issues, os reasonably determined by HP, that affect business or degrade performance and that cannot be resolved remotely quickly a customer support engineer is quickly engaged and if necessary sent to the customer's site to begin the onsite repair on the covered hardware product to return it to operational condition. In addition, HP may install available engineering improvements to ensure proper operation of the hardware products and maintain compatibility with HP-supplied hardware replacement ports. HP may install any firmware updates, which are required to ensure supportability of the covered equipment and which are not specified as customer instaUable. The installation of engineering improvements or firmware updates is not port of the call-to- repair time commitment. HP provides 011 ports and materials necessary to maintain the covered equipment in good operating condition including ports and materials for available and recommended engineering improvements. Replacement ports ore new or equivalent to new in performance; replaced parts become the property of HP. 24x7: Service is available 24 hours per doy, Monday through Sunday, including all HP holidays. HP will use commercially reasonable efforts to return fhe covered hardware to operating condition within six hours of the initial call to the HP Response Center. Call-to-repair time refers to the period of time, which begins when your original telephone call is placed 10 the HP Response Center and ends with HP's determination that the hardware is repaired. Repair is complete upon HP verification through the use of diagnostics or other means that determine the malfunction has been corrected. The time it takes for HP to verify that the malfunction has been corrected is not included in the call-to-repair time commitment. At its sole discretion, HP may temporarily or permanently replace the product in order to meet the repair commitment. Replacement products ore new or equivalent to new in performance; replaced products became the property of HP. It will take 30 days from the time you purchase this service directly from HP or if purchased through an authorized HP Reseller it will take 30 days from registration of your HP Care Pack to set up and perform necessary audits and processes before the hardware call-to-repair commitment is in effect. During this initial thirty (30) day period HP will provide 0 4 hours onsite response time and will use commercially reasonable efforts to meet the 6-hour coll-to-repair commitment.