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<br />HPSUPPORTSER~CES
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<br />Exhibit SS5
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<br />items including but not limited to, accessories, operating supplies, magnetic media, print
<br />heads, ribbons, toner, and batteries.
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<br />k) Out of Coverage Hours. Customer requests for Support Services, or for HP installation and
<br />configuration services, that are scheduled after HP's locally defined, standard business hours
<br />may be subject to HP standard after hours service rates (unless Customer has specifically
<br />purchased the applicable after hours coverage for such Support Service).
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<br />4. CUSTOMER RESPONSIBILITIES
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<br />a) Product List. Customer will be responsible for the overall listing of hardware and software
<br />products under Support Services, including the accuracy of such listing, the location of the
<br />products, serial m.unbers, the HP-designated system handle (s), and their associated coverage
<br />levels, including any subsequent changes to such listing, as required, throughout the
<br />applicable Support Services coverage period.
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<br />b) Access. customer must provide HP with the following:
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<br />1) Access to the products covered under HP Upfront Services and HP system Support.
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<br />2) Adequate working space and facilities within a reasonable distance of the products.
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<br />3) Access to and use of all information, internal resources, and facilities determined
<br />necessary by HP to service the products.
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<br />4) For the scheduled support level, Customer must designate a single work area acceptable to
<br />HP at Customer site. This area must include shelves or racks for incoming and outgoing
<br />products, adequate open bench workspace, adequate power and lighting, and access to a
<br />telephone. Before having a product serviced under the scheduled support level, Customer
<br />must:
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<br />a) Maintain a written log of model number, serial number, and current failure symptoms and
<br />be prepared to provide this information to HP upon request.
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<br />b} Locate all failed units to be repaired during a scheduled visit at the designated work
<br />area before the HP Customer Engineer arrives.
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<br />c) Call HP the workday before the day of the scheduled visit to provide information
<br />regarding the number and type of products requiring repair.
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<br />c) Operating Procedures. Customer must follow routine operating procedures as specified in the
<br />manufacturer's product operation manual(s).
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<br />d) Diagnostic/Maintenance Software (selected products). HP will require the use of certain system
<br />and network diagnostic and maintenance programs (herein after referred to as "Proprietary
<br />Service Tools") for delivery of Support Services under certain coverage levels. These
<br />proprietary Service Tools which remain the sole and exclusive property of HP, are provided "as
<br />is," and include, but are not limited to, remote fault management software, High Availability
<br />Observatory ("HAD"), Insight Manager, Instant Support ("IS"), and Instant Support Enterprise
<br />Edition ("ISEE"). Such tools may reside on the Customer's system(s) or site(s), and Customer
<br />may only use such tools for the purposes covered by HP's permission, and only during the term
<br />of the applicable Support Service coverage period. Customer may not sell, transfer, assign,
<br />pledge, or in any way encumber or convey these Proprietary Service Tools. Customer will also
<br />be required to:
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<br />1) allow HP to keep such Proprietary Tools resident on Customer's system(s) or site(s), and
<br />assist HP in running these proprietary Service Tools,
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<br />2) install, maintain, and support such Proprietary Service Tools, including any required
<br />updates and patches,
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<br />3) use the electronic data transfer capability to inform HP of events identified by the
<br />software, and
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<br />4) if required, purchase HP-specified modem
<br />diagnosis service. upon termination of
<br />proprietary Service Tools and/or allow HP to
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<br />and/or data sets for systems having remote
<br />Support Services, Customer will return the
<br />remove these Proprietary Service Tools.
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<br />e) Revision Levels. Customer must maintain all associated system hardware and firmware at the
<br />latest HP-specified configuration and code revision level.
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<br />f) Telecommunication Charges. Customer is responsible for all telecommunication charges
<br />associated with using HP IT Resource Center and with installing and maintaining ISDN links and
<br />Internet connection, or HP-approved alternatives, to the HP Response Center, including as they
<br />relate to the HAD, or other Proprietary Service Tools.
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<br />g) Temporary Procedures. While permanent solutions are being sought, (1) HP or Customer may
<br />develop specific, temporary procedures or workarounds and/or (2) HP and Customer may mutually
<br />decide they will work together to develop specific, temporary procedures or workarounds.
<br />Regardless of who develops temporary procedures or workarounds, Customer is responsible for
<br />implementing temporary procedures or workarounds while permanent solutions are being sought.
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<br />SS5 City of Santa Ana
<br />Fonn Date 0l-nov.2002; Modified lQ-dec-2003
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<br />Page3/5
<br />Revision Number 2
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