HP NetServer AA 4000 HP Netserver AA 6000 Datasheet - Page 4

table 1. service features (continued) standard recovery support feature delivery specifications software support Standard Recovery Support provides software support for the AA Solution software, Microsoft Windows NT and Windows 2000 operating systems, and (optionally) Microsoft BackOffice products on HP Netserver AA Solution servers. Support is for an unlimited number of incidents, on a 24×365 basis. HP manages the problem resolution process from call to resolution, even if the problem is a Marathon Technologies or Microsoft product defect. Calls are accepted from up to four designated contacts. critical problem response For problems you consider critical, you have the highest priority access to HP Response Center resolution engineers, certified for Windows NT and Windows 2000. During business hours, access is immediate. After hours, you are connected within 5 minutes. The engineer attempts to recover your server and determine the cause of the problem. The engineer performs initial troubleshooting and problem definition, gathers failure data, and coordinates additional technical resources as required. Critical problems that cannot be resolved by the resolution engineer are promptly escalated to second- and third-level HP product specialists who have fast-track, 24x365 access to both Marathon Technologies and Microsoft R&D. Once your situation is stabilized, problems traced to product defects in AA Solution software are escalated to Marathon Technologies. non-critical problem response HP product specialists and Microsoft R&D collaboratively address problems traced to a Microsoft product defect. Once the problem is defined and a stabilizing workaround is recommended, the goal is for full recovery, via a hot fix, provided within 14, 30, or 60 days for severity A, B, or C problems, respectively. HP assigns these Microsoft-defined severity levels in each situation. Severity A problems are those in which the server is down, business-critical production has stopped, or there is a significant customer impact threatening future productivity. Severity B problems are high-impact problems where production does proceed, or problems that involve a time-sensitive function important to long-term productivity, or problems that could cause significant customer concern. Severity C problems involve important functions but do not have significant current productivity impact. On-site support by HP, Marathon Technologies, or Microsoft engineers is available for the most critical problems when remote assistance is not progressing. On-site support is at HP's discretion. problem tracking for other vendors' products Non-critical problems and issues receive assistance within 2 hours, also on a 24×365 unlimited basis via standard HP support processes and resources. If during the course of problem resolution it is determined that the problem lies with another vendor's product (other than HP, Marathon Technologies, or Microsoft), the problem is gracefully forwarded to that vendor. HP tracks the problem to ensure that resolution efforts continue to progress, provided you have a valid support agreement with the other vendor. 4