HP NetServer AA 6200 HP Netserver AA 6000 Datasheet - Page 3

table 1. service features hp's integrated support services hardware call-to-repair commitment feature delivery specifications immediate response support, hardware callto-repair commitment within 6 hours on-site hardware support audit direct connection to your certified resolution engineer remote support escalation management This module provides HP's best available reactive hardware service 24 hours a day, 7 days a week. Any hardware problems for any of the four HP Netservers within your AA Solution; if necessary, an HP-certified engineer is immediately dispatched to your site to help ensure the malfunction is corrected in the shortest possible time. HP commits to correcting HP Netserver AA Solution hardware malfunctions in less than 6 hours from your initial call to the HP Response Center. The 6-hour repair commitment is available up to 50 miles from a primary HP Support Responsible Office. HP travels to your site and provides all labor, parts, and materials necessary to repair your HP Netservers within the AA Solution. HP may use remanufactured parts that are equivalent to new parts in performance; replaced parts become the property of HP. Once an HP-certified customer engineer arrives at your site, the engineer continues service, uninterrupted, until your products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but resumes when they become available. After you purchase this module, an HP-certified engineer contacts you to obtain key system configuration information and to perform an inventory of your equipment. HP Netserver AA Solution components are designed to operate within specific power, temperature, airborne contaminant, and humidity ranges. Your HP engineer may periodically monitor these environmental conditions at your site and advise you of necessary modifications. As additional remote diagnostic tools become available, the server audit may be performed via system access and/or over the phone. It is your responsibility to notify HP of any hardware or configuration changes to a system covered by the call-to-repair commitment. Failure to do so may result in a nullification of the 6-hour repair time commitment. Your call is directly connected to a certified resolution engineer who begins troubleshooting and resolving your service problem. If necessary, an HP-certified resolution engineer is immediately dispatched to handle on-site repairs. To facilitate rapid problem resolution, an HP resolution engineer may initiate and perform remote diagnostics by utilizing the secure remote connection. This ensures HP can safely have your system up and running more quickly. HP performs remote support only upon receipt of your authorization. HP may require the use of remote diagnostics in order to commit to the hardware repair times specified. If your company does not allow for the use of remote diagnostics, the hardware repair commitment is not applicable. HP has established formal escalation procedures to solve very complex hardware problems. Local HP management coordinates problem escalation, rapidly enlisting the skills of key problem-solving experts throughout HP. 3