HEWLETT-PACKARD 1-2003 - Laserfiche WebLink

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table 1. service features (continued) leatunl Upfront Server Audit Work to completion Escalation Management travel zones d"'iVOfY,,*,fiadion~ HP 01 ifs discretion may require a server audit. If such audit is required an HP representative will contact the customer, and customer agrees, to arrange a server audit within the initial 30 day fimeframe. During the server audit, key system configuration information is collected and an inventory of the covered equipment is performed. The information gathered in the server audit allows an HP resolution engineer to quickly survey and troubleshoot any future server hardware problems and complete the repair quickly and efficiently. At HP's sole discretion the server audit may be performed onsite, via remote system access, via remote audit tools and/or over the phone. If an audit is required by HP the 6 hour hardware call-to-repoir commitment will not take effect until the audit is completed. In addition, HP reserves the right to downgrade service to a response time commitment or cancel the service contract if critical server audit suggestions are not followed or the audit is nof performed within the specified timeframe. Once an HP representative arrives of the customer's site the engineer continues fo deliver the service (either on- site or remotely at HP's discretion), until your products are operational or as long as reasonable progress is being mode. Work may be temporarily suspended if additional ports or resources ore required, but resumes when they become available. HP has established formal escalation procedures to solve very complex hardware problems. Local HP management coordinates problem escalation, ropidly enlisting the skills of key problem solving experts throughout HP. HP Hardware Support Onsite Call-to-Repair is available for sites located within 50 miles (80 km) of a primary HP Support Office. For sites that are located within 51 to 100 miles of a primary HP Support Office an eight-hour hardware call-to-repair time commitment is provided. Travel zones may vary in some geographic locations. PLEASE NOTE THAT THE HARDWARE CAll.TO-REPAIR COMMITMENT IS NOT AVAilABLE FOR SITES lOCATED OVER 101 MilES (161 km) OF A PRIMARY HP SUPPORT OFFICE, distance from primary hp support responsible office 0-50 miles (0-80 km) 51-100 miles (81-160 km) > 100 miles (160 km) commined call-to.repair time 6 hours 8 hours Call-la-Repair time commitments are not available.