HP NetServer AA 6200 HP Netserver AA 6000 Datasheet - Page 2

service detail fastest response for rapid resolution HP's integrated Support Services for HP Netserver AA 6000 Series Solution features two robust modules with problem resolution service-level commitments unique in the industry. With a call to one phone number, these modules repair your problems fast: •= Hardware Call-to-Repair Commitment •= Standard Recovery Support for AA Solutions HP's Hardware Call-to-Repair commitment is specifically designed for highly available environments. Featuring specialized parts inventories, field engineering training, and escalation paths, this service is backed by a commitment to repair any of your four HP Netservers within your AA Solution within a maximum of 6 hours. Key features include the following: •= Specialized parts inventory and stocking strategy •= Up-front audit •= Direct connection to an HP engineer with expertise on AA Solutions •= Immediate engagement and mobilization of HP-certified engineer to your site if necessary •= High availability call management processes that escalate issues quickly Restrictions apply. See Customer Requirements and Service Limitations section of this document. The Standard Recovery Support for AA Solutions module provides unlimited software support 24 hours a day, 365 days a year (24×365). When your system has a critical problem, you are connected directly to HP's highly trained, Microsoft-certified and AA Solution Resolution Engineers. The first person you talk to is likely to have the skills and tools needed to solve your problem. You won't be asked to try the obvious or explain your problem multiple times. You also benefit from HP's relationship and fast-track problem resolution processes with Microsoft and Marathon Technologies. Once your system is stabilized, if the problem is diagnosed to be a Microsoft or Marathon Technologies product defect, then HP, Microsoft, and Marathon Technologies resources are applied to resolve your problem in the shortest time possible. For Microsoft issues, solutions may include a hot-fix or permanent patch created in a predefined number of days for your business environment, allowing your business processes to continue with minimal interruptions. The Standard Recovery Support module allows you to leverage the strength of the HP/Microsoft virtual lab collaboration between HP product specialists as well as between HP and Microsoft research and development experts. HP remains accountable for your problem from initial call to stabilization to code change. The integration of HP's robust reactive software support with an unprecedented level of commitment for hardware repair makes this highest level of integrated support the recommended reactive support solution for HP Netserver AA Solutions. 2