HP NetServer AA 4000 HP Netserver AA 6000 Datasheet - Page 5

customer requirements and service limitations software service requirements In order for HP to provide the software services described in this data sheet, the following requirements must have been fulfilled either by an Authorized Master Integrator or by the customer: •= Provide key configuration information to the HP Response Center prior to receiving Standard Recovery Support coverage. Until HP receives this information, problems will not be escalated to HP product specialists, Marathon Technologies, or Microsoft. Information must include NOS data, network topology, and server hardware and system configuration. •= Provide the names and phone numbers of up to four contacts who are authorized to submit calls under Standard Recovery Support coverage. You must also designate a manager to serve as a focal point for business support issues. •= Identify the specific servers to be supported via serial number or some other unique server identifier. software service limitations Service is provided for the current and most recent version of software. HP reserves the right to choose not to support software from other vendors or Microsoft software deemed to be problematic to support. For all software products HP does support, HP will use reasonable efforts to resolve problems and address issues subject to resource availability. HP reserves the right to choose not to support products residing on non-HP equipment. hardware service limitations HP's Hardware Call-to-Repair Commitment is subject to your provision of immediate and unrestricted access to the system as requested by HP. The repair time commitment does not apply when access by HP to the system, including remote hardware diagnostic assessments, is delayed or denied. If you request scheduled service, the 6-hour time frame will start from the agreed-upon time. Please note: It may take up to 4 weeks from your purchase date to set up the necessary audits and processes before the hardware repair commitment is in effect. During this time, HP provides you with 24x7 hardware response time support and makes reasonable effort to meet the 6-hour repair commitment should a problem occur. HP reserves the rights to downgrade service to a response time commitment or cancel the service contract if critical server audit suggestions are not followed. At its sole discretion, HP may temporarily or permanently replace the product in order to meet the repair commitment. travel zones If your system is within 50 miles (80 km) of a primary HP Support Responsible Office, the 6-hour hardware call-to-repair commitment applies. Between 51 miles (81 km) and 100 miles (160 km), an 8-hour hardware call-to-repair commitment applies. If your system is located beyond 100 miles (160 km), the time-based repair commitment feature of Hardware Call-to-Repair no longer applies. Travel zones and charges may vary. eligibility HP's Hardware Call-to-Repair Commitment and Standard Recovery Support are available for HP Netserver AA Solution servers. Check with your local HP sales office for availability. 5