HP NetServer LH 6000 Warranty and Support for Your HP Server - Page 9
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What should I have ready before I call for service? What should I expect when I call for service? How long will it take for someone to show up at my site? Before you call, have this information ready: · Product model name and number · Product serial number · Applicable error messages from system or diagnostics · Applicable hardware driver revision levels · Add-on boards or hardware installed · Third-party hardware or software · Operating system type and revision Service calls follow this process: 1. 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. 2. If a problem can be solved with an easily installed part, HP will ship the required part and provide installation instructions. 3. If the problem cannot be resolved over the phone, HP will dispatch a technician to your site. The response time depends on the level of support that you purchased with your HP Server/HP Netserver. For example, if your Server has an on-site warranty , and an HP call agent determines that it is necessary to send a technician to your site, HP will strive to do so by the next business day. However, on-site 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. Zone 1 - 3 4 - 5 6 Distance from HP Office 100 miles or 160 Km 200 miles or 320 Km 300 miles or 480 Km over 300 miles or 480Km Response Time Next business day Second business day Third business day To be negotiated On-site 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. Please contact your local HP office for more information on response times. Note that HP SupportPacks and other enhanced services may follow different guidelines. Contact your authorized reseller for more information on response times. -9-