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<br />lIP SUPPORT SERVICES
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<br />Exhibit SS5
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<br />network with terminations, or equivalent, near the system. For storage devices using
<br />Continuous Track or Instant support Enterprise Edition, a data quality phone line must be
<br />provided for "phone-home" diagnostic technology capability. For some service levels, Customer
<br />must allow HP to install and provide HP adequate space for and access to HP-provided
<br />equipment, as well as provide connectivity as specified in the applicable Technical Data sheet
<br />and/or Service Description for the Support Service.
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<br />h) HP IT Resource Center. HP IT Resource Center is available via the worldwide web for certain
<br />Support Services. With a Web browser, customer can access the specified areas of the HP IT
<br />Resource Center. FTP access is required for some electronic services. Designated callers who
<br />submit HP Response Center calls via the HP IT Resource Center must meet the same training
<br />requirements set forth in 2. f) above. Use of HP support tools available via the HP IT
<br />Resource Center requires agreement to the HP Support Tool License Terms.
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<br />i) Country Boundaries. All systems supported by one Customer system manager must be located
<br />within the same country.
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<br />j) Eligibility. To be eligible for certain coverage levels and Support Services offerings,
<br />Customer may be required to meet a minimum monthly billing amount specified by HP.
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<br />k) Central Order Group (selected products ONLY). This provision only applies to Customers who
<br />have purchased certain Support Services in regards to the designation of the Central Order
<br />Group by HP. The Central Order Group is defined as the particular system within a grouping of
<br />systems in a Customer's environment that has the fastest processor speed and largest number of
<br />users. The central Order Group must have only one Customer system manager. Unless otherwise
<br />agreed, HP will designate which system constitutes the Central Order Group based upon the
<br />criteria defined above. Except for certain designated mission critical environments, both the
<br />Central Order Group and add-on order groups (connected systems) must be of the same HP or non-
<br />HP product family and must collectively have the same Customer system manager.
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<br />3. SERVICE LIMITATIONS
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<br />a) Hardware, Software, SAN and Network Support. Any services involving hardware, software or
<br />network-related problems not covered by Support Services, will be subject to the applicable
<br />standard services rates for such products.
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<br />b) Maximum Use Limitations. For those products that have a maximum usage limit, such as a
<br />specified page limit, as set forth in the applicable Operating Manual, Technical Data Sheet,
<br />or Service Description, any such Products operated in excess of their maximum usage rate are
<br />not eligible for Support Services, but can be serviced at the applicable standard service
<br />rates for such products.
<br />
<br />c) Interfaces and Accessories. HP may cover cables, connectors, accessories and interfaces under
<br />the same hardware service level purchased for the products with which they are used.
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<br />d) Supported Software Versions. Unless otherwise agreed by HP, HP provides HP Support Services
<br />only for the current and immediately preceding versions of HP software, and only when the
<br />software is used with hardware that is included in HP-specified configurations. A version is
<br />defined as a release of a software product that contains new features, enhancements, and
<br />maintenance updates. If support coverage lapses, additional fees may be required to resume
<br />support coverage. HP will support specified versions of selected non-HP software, but will not
<br />support the software any longer than the vendor supports it. For non-HP software, HP provides
<br />Support Services only for software versions that are documented as supported on specified
<br />configurations. HP will be under no obligation to provide Support Services should it be
<br />required due to alterations or modifications to code.
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<br />e) Non-HP Software. For non-HP Software, Support Services are limited, unless otherwise
<br />specified by HP, to telephone assistance, and if available to HP from the third-party software
<br />vendor or other appropriate provider, patches, workarounds, and updates.
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<br />f) HP Software on Non-HP Systems. Support Services for certain HP software products used with
<br />designated non-HP systems is limited to the support deliverables specified in the applicable
<br />Technical Data Sheet and/or Service Description. Customers must maintain HP-supported non-HP
<br />software at a code revision level specified by HP.
<br />
<br />g) Network Software Coverage without Network Support. Support for HP network software that
<br />provides murtivendor node connectivity is limited to prOduct-usage and problem-solving
<br />assistance and software update materials, unless network support is purchased.
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<br />h) Travel Zones. Customer sites located beyond one hundred (100) miles (160 kilometers), with the
<br />exception of HP's mission critical Support Services offering, in which case for those sites
<br />located beyond fifty (50) miles, of a primary HP support office may be subject to travel
<br />charges, longer response times, reduced restoration or repair commitments, 3nd reduced
<br />coverage hours.
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<br />i) Availability. Some Support Services features and coverage levels are subject to local
<br />availabili ty.
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<br />j) Consumables, User Replaceable Parts, Maintenance Kits, and other Supplies. Support Services do
<br />not include the provision, return/replacement, or installation of supplies or other consumable
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<br />SS5 - City of Santa Ana
<br />Form Date Ol-nov-2002; Modified lo.dec-2003
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<br />Page 2/5
<br />Revision Number 2
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