HP Surestore Disk Array FC60 Disk Array FC60 User's Guide (A5635A) - Page 191

Reference / Legal / Regulatory Preparing for a Support Call Response Times If you must call for assistance, gathering the following information before placing the call will expedite the support process: - Product model name and number - Product serial number - Applicable error messages from system or diagnostics - Operating system type and revision - Applicable hardware driver revision levels (for example, the host adapter driver) The call agent will ask questions, may ask you to run HP-supplied configuration and diagnostic programs, and will attempt to resolve the problem over the phone. It may be helpful to have your system administrator available for consultation and to run configuration and diagnostic programs as necessary. The standard warranty includes onsite service, and HP strives to provide coverage by the next business day. However, onsite service may be affected by your site's distance from an HP office. The following table outlines HP's response time goals based on distance. Onsite service is restricted or unavailable in certain locations. In HP-Excluded Travel Areas-areas where geographical obstacles, undeveloped roads, or unsuitable public transportation prohibit routine travel-service is provided on a negotiated basis at extra charge. Note that HP SupportPacks and other enhanced services may follow different guidelines. Contact your authorized reseller for more information on response times. Zone 1 - 3 4 - 5 6 Distance from HP Office Response Time 100 miles or 160 Km Next business day 200 miles or 320 Km Second business day 300 miles or 480 Km Third business day over 300 miles or 480 Km To be negotiated 191