|
<br />lIP SUPPORT SERVICES
<br />
<br />Exhibit SSG
<br />
<br />The HP Upfront Services and HP System Support
<br />governed by this Exhibit and the HP Terms and
<br />Business Terms (Exhibit E99) .
<br />
<br />as defined below (collectively, ~Support ServicesH) are
<br />Conditions of Sale and Service (Exhibit E16) or the HP
<br />
<br />1. DEFINITIONS AND SERVICES INCLUDED
<br />
<br />a) "HP System support Upfront Services", "HP System support Options", "HP Care Pack", or simply
<br />"HP Upfront Services" refers to HP's offerings for hardware, software, network, SAN (Storage
<br />Area Network), and Mission Critical support. HP Upfront Services are available for purchase
<br />by the Customer either at the time of Product purchase, or prior to installation of such
<br />Products for which HP Upfront Services are being purchased.
<br />
<br />b) "HP System support Services", "compaq Services" or simply "HP System Support" refers to HP' s
<br />offerings for hardware, software, network, SAN (Storage Area Network), and Mission Critical
<br />support. HP system Support is available on a contractual basis either for a fixed period or
<br />on an open-ended ("evergreen") basis (note that these are not part of HP's Upfront Services
<br />offering, as defined above.) HP System support Services are also referred to as "contractual
<br />support".
<br />
<br />c) Certain features of HP Upfront Services and HP System Support Services are optional and may be
<br />purchased upon request by Customer. Standard and optional features for HP System Support
<br />Upfront Services and HP System Support Service, covering HP and specified non-HP systems, are
<br />described in the applicable Technical Data sheet and/or Service Description and will be
<br />provided pursuant to the specifications set out therein. Such Technical Data sheets and/or
<br />Service Descriptions become an integral part of this Exhibit.
<br />
<br />d) "Support Services" will mean the collective service offering described in 1. a) and 1. b)
<br />above.
<br />
<br />2. PREREQUISITES
<br />
<br />HP, in its reasonable opinion, will make a determination regarding whether Customer adequately meets
<br />the prerequisites for Support Services as outlined in this Exhibit.
<br />
<br />a) Uniform Coverage. Unless otherwise agreed by HP, all hardware and software products that
<br />consti tute the minimum system configuration (a collection of hardware and software that is
<br />designated to operate as a functional unit), along with all other such hardware and software
<br />products that may be included or attached to such system configuration, must be covered at the
<br />same Support Services coverage level. similarly, the duration period must be the same for
<br />all hardware and software products in a particular system for which Support Services is
<br />purchased. (i.e., must be coterminous).
<br />
<br />b) Connectors and Cables. All products covered under support Services must be interconnected by
<br />cables or connectors listed in the appropriate manufacturer's documentation as compatible with
<br />the system. For products that do not meet. this requirement, service is available at the
<br />applicable standard service rates for such products.
<br />
<br />c) Software
<br />dependent
<br />updates.
<br />
<br />Support.
<br />must, at
<br />
<br />All HP systems for which execution of diagnostic tests is software-
<br />a minimum, be covered by Support Services that provide periodic software
<br />
<br />d) Right to Copy Documentation. Customer may copy documentation updates for use with other
<br />systems covered by the Support Service that provides software support.
<br />
<br />e) Software Licenses. Customer can purChase Support Services only for HP software for which
<br />Customer has rightfully acquired an appropriate HP software license (pursuant to licensing
<br />terms in Exhibit E16 or E99) .
<br />
<br />f) Designated Callers and Training Requirements. All Response Center callers must be generally
<br />knowledgeable and trained in system administration, system management, and if applicable,
<br />network administration/network management in order to be an authorized caller. HP has the
<br />right to review and discuss an authorized caller's prior training and/or experience to
<br />determine initial eligibility. In addition, if issues should arise during Response Center
<br />interaction that, in HP's reasonable opinion, may be a result of such caller's lack of general
<br />experience and/or training, HP reserves the right to request replacement of such caller.
<br />Access to HP's Response Center is limited to: Customer system manager(s) for the operating
<br />system and subsystem software, if applicable, the network operator for the network, and for
<br />support Services that include SAN coverage; after normal business hours authorized caller;
<br />including storage network operator and alternate; if applicable, application software manager
<br />and alternate; and if applicable, additional HP Response Center callers, which may be subject
<br />to an additional charge. In the absence of any of these managers, the HP Response Center is
<br />available for their designated alternates. In the event of a change to the designated
<br />caller(s), Customer will inform HP of such replacement within a reasonable time. All Response
<br />Center callers must have the proper system identifier, such as the system handle or system
<br />serial number, when initiating a call to the Response Center.
<br />
<br />g} Remote
<br />provide
<br />well as
<br />
<br />Support. For HP to provide remote support, Customer must give authorization
<br />access to a remote support connection, either internet based or qualified modem,
<br />access to one voice-grade telephone line and one data-quality telephone line
<br />
<br />and
<br />as
<br />or
<br />
<br />SS5 City of Santa Ana
<br />Fo"" Date 0l-noV'-2002; Modified 1O-dec-2003
<br />
<br />Page 1/5
<br />Revision Number 2
<br />
<br />EXHIBIT E
<br />
<br />.
<br />
|