HP NetServer LXr Pro8 Warranty and Support for Your HP Server - Page 9

How long will it take

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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-

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What should I have ready
before I call for service?
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
What should I expect when I
call for service?
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.
How long will it take for
someone to show up at my
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
Distance from
HP Office
Response Time
1 – 3
100 miles or 160 Km
Next business day
4 – 5
200 miles or 320 Km
Second business day
6
300 miles or 480 Km
Third business day
over 300 miles or 480Km
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-