Customer Service Description

Transcription

1 Page: 1 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting Custmer Service Descriptin Single Per Event Supprt HP Services, U.S. Custmer Slutins Center (CSSC) ffers an cmprehensive menu f per event services, packages cnsulting, and custmized cnsulting. Please see ur web site fr details infrmatin at select perfrmance & availability, then select sftware services and then select per event supprt & cnsulting. Per Event Services: Per Event Supprt is available frm the HP Services U.S. Custmer Slutins Center (CSC), hereinafter HP, n hundreds f prducts. Fr supprt n specific prducts, please visit ur web site r cnsult the CSC at The fllwing Per Event Supprt services are included in this Custmer Service Descriptin: Per Event Supprt Hardware Technical Assistance Supprt Nn-Desktp Envirnment Time & Materials r Desktp Envirnment Time & Materials Pay-Per-Incident Supprt n Micrsft Prducts Single Per Event, MSPPI SPL PC User Applicatin Supprt PC Single User/ nn-netwrked Single Incident Shrt-Term Cnsulting (Statement Of Wrk Defined) Sftware Supprt, Unplanned, Business Hurs (Time & Materials, Hurly) All sftware, Excludes User Applicatins Supprt Weekdays, Business Hurs All Other Days & Times ( After Hurs ) ValuPack Cnsulting Pre-Packaged Shrt-Term Cnsulting Service Descriptin Summary: Single Per Event Supprt Service prvides a single surce f end-user and system management telephne supprt fr custmers requiring assistance r advice in reslving prblems as they apply t PC applicatins, PC & nn-pc perating systems, netwrked perating systems and utilities, and all ther HP-supprted envirnments. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

2 Page: 2 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting A Single Per Event Supprt request, prblem, r incident is a single supprt prblem r incident that cannt be brken dwn int subrdinate prblems. A single User Applicatin Supprt, r Pay-Per-Incident Supprt fr Micrsft Prducts (PPI) Service Request r Case is limited t a single prblem. Multiple prblems will require multiple Service Requests r Cases and multiple charges accrdingly. PC User Applicatin Supprt [UAS], Pay-Per-Incident Supprt fr Micrsft Prducts and Sftware Supprt Unplanned are based n a Supprted Prducts List and time-based service f an HP Service Prfessinal, Technical Supprt Engineer r Cnsultant and is prvided via remte telephne cmmunicatin. Per Event Supprt charges include time spent with the Custmer, research time, and time allcated t securing resurces n the Custmer s behalf. Custmer service requests exceeding the services delivered under User Applicatin Supprt [UAS] r Pay-Per- Incident Supprt fr Micrsft Prducts may be elevated t the next level f per event supprt, based n hurly utilizatin. Agreement: This Service Descriptin tgether with the Hewlett-Packard Cmpany Terms and Cnditins f Sale & Service and HP Supprt Services dcument and the Per Event Supprt Warranty, cnstitute the entire agreement ( Agreement ) between the parties with respect t the service(s) prvided. The supprt r cnsulting assciated with the delivery f this service(s) will be prvided by r arranged by HP. HP reserves the right t assign r subcntract t third parties any and all supprt and/r cnsulting services deta iled in this service descriptin. HP reserves the right t add r remve prducts that are serviced under this service descriptin at HP s discretin and withut prir ntice. Service prjected t be billed t the Custmer fr $300 r less (US funds) is required t be paid in full with a HP accepted credit card. Custmer credit card authrizatin and validatin is required prir t service. The Custmer s credit card statement will be the nly receipt fr the per event service. HP reserves the right t determine which credit cards are accepted at time f service. Availability: Per Event Supprt service is available thrughut the United States and the District f Clumbia with the fllwing cnditins: Respnse fr Per Event Supprt service is typically available as telephne assistance prvided remtely by HP. In the event that Per Event Supprt service is nt available at the time f request, HP will make all reasnable effrts t ensure service frm HP during nrmal business hurs, excluding lcally bserved HP published lcal hlidays. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

3 Page: 3 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting Respnse fr Pay-Per-Incident Supprt n Micrsft Prducts is typically direct t a Service Prfessinal, Technical Supprt Engineer r Cnsultant fr telephne lgged service requests and typically nt lnger than tw hurs fr web-lgged service requests. Eligibility: All prperly licensed Hewlett-Packard Cmpany and third-party sftware prducts n the Hewlett-Packard Cmpany Nrth Americas Supprted Prducts Lists fr User Applicatin Supprt, Pay-Per-Incident Supprt fr Micrsft Prducts, Windws NT Supprt r sftware prducts supprted under Layered Prduct Supprt (SPLs 1, 1s, 2 and 2s) are included in this service. All supprted sftware and the system n which the sftware is installed must adhere t the minimum hardware and sftware requirements as specified in any applicable Sftware Prduct Descriptin (SPD) and its addenda r adhere t the licensing terms and cnditins and any minimum specificatins r requirements as indicated by the riginal sftware and/r hardware manufacturer(s). All hardware t be supprted must be prperly licensed by Hewlett-Packard Cmpany r the riginal manufacturer and supprted by HP. All sftware assciated with the peratin f the hardware must be maintained t the latest level in accrdance with the manufacturer s standards, recmmendatins r schedules. Exclusins and Other Limitatins: N right r title t any service tls is transferred t the Custmer, nr can the service tls be made available t third-parties. Neither the Custmer nr any third-party shall decmpile, reverse assemble, analyze, r therwise examine any HP service tl. Supprt fr prducts nt included n the User Applicatin Supprt (UAS), Pay-Per-Incident Supprt fr Micrsft Prducts, r Unplanned Sftware Services Supprted Prducts Lists are ffered pending apprpriate resurce availability. Perfrmance and system tuning is nly available, pending available resurces, as time and materials cnsulting. The fllwing are nt included in Offsite Per Event Sftware Supprt: DSNlink, DIA, WIS, r ther electrnic call lgging access. Electrnic prblem submittal and access t electrnic databases are currently nt available. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

4 Page: 4 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting Call Reprting Advanced Electrnic Services (AES) Sftware prduct media and dcumentatin updates Supprt fr prblems incurred by sftware nt listed n the Supprted Prducts List Supprt fr prblems incurred n a nn-supprted and/r nn-authrized envirnment Call escalatins, except fr Pay-Per-Incident Supprt fr Micrsft Prducts [PPI], which are at HP s discretin. Supprt which in HP s pinin is required due t imprper treatment r use f the equipment and/r sftware Supprt required due t unauthrized attempts by ther than Hewlett-Packard Cmpany persnnel (and/r Micrsft persnnel fr Micrsft PPI Supprt) t repair, maintain r mdify sftware and/r hardware prduct(s) Custmer mdificatins t the HP-supprted sftware and/r hardware Sftware prduct media, dcumentatin, license, and license updates On-site service f any type. Hwever, per event nsite service(s), if available, must be cntracted and paid fr separately Supprt assciated with PC LAN Integratin, LAN Design, LAN Management, r ther nnspecific technical supprt may be available thrugh ther Hewlett-Packard Cmpany service ffers Sftware and/r hardware nt supprted by the U.S. Custmer Slutins Center. Remte r Onsite Custmer Training. Walking the Custmer thrugh a prcess r prcedure. Custmer Respnsibilities: The Custmer will be prepared with the prduct(s) dcumentatin, when placing a call t HP fr supprt. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

5 Page: 5 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting The Custmer will prvide HP with the name and telephne number f the cntact/emplyee wh is authrized t direct and apprve activity in the event f a critical prblem. The Custmer will prvide HP with prper credit card infrmatin and authrizatin and hard cpy f a purchase rder, if applicable (supprt and/r cnsulting fr $300 r mre). The Custmer will prvide HP with details n the current cnfiguratin and tplgy infrmatin including hardware platfrms, perating systems, and applicatins. The Custmer will maintain a backup cpy f the perating system, netwrk system, develpment prgrams, and all ther applicable sftware prgrams and data. The Custmer will prvide dial-in facilities as required t supprt remte cmmunicatins fr the Custmer s system/envirnment f at least 19.2kb. Assure that all prducts serviced are prperly licensed t the Custmer and are maintained at the highest available versin. Install sftware and/r supprt utilities at the request f HP. Allw HP full and uncnditinal access t all sftware prducts. If security restrictins apply t any r all Custmer systems t be supprted under this Custmer Service Descriptin, the Custmer may be required t assume additinal respnsibilities fr maintaining the system and/r sftware. Fr any nsite supprt cmpnent, prvide at n charge t HP a reasnable secure wrkspace and full and unrestricted access t all cmmunicatin facilities. Ntify HP f any ptential safety r health hazards that may exist at the Custmer site, as well as prvide and/r recmmend safety prcedures t be fllwed while HP is at the Custmer site. HP Supprt Respnsibilities: HP will prvide the fllwing, specific t each type f service request. When a specific service request cnsumes the maximum resurces allwed, the Custmer will be ffered the ptin f cntinuus service n a time & materials basis r the next highest per event supprt level as apprpriate. A. PC UAS - User Applicatins Supprt Prvide the talent f a HP Service Prfessinal, Technical Supprt Engineer r Cnsultant fr up t thirty minutes. If the service request requires mre than thirty-minutes f resurce time, additinal time may be purchased in ne-half hur increments. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

6 Page: 6 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting Telephne advisry supprt and telephne assistance including advice fr nn-privileged functins n the use and prper executin f sftware and infrmatin n the interpretatin f the sftware user dcumentatin and help text. Prvide assistance with basic usage questins regarding nn-privileged perating system functins, as HP deems necessary t aid the Custmer in the peratin f the respective PC applicatin. Prvide telephne installatin advisry supprt t end users n the prper installatin and updating f Custmer installable sftware. Installatin assistance des nt include walking the user thrugh an installatin and is limited t answering a specific installatin questin. HP ffers installatin service fr many prducts.. B. Sftware Supprt Unplanned Per Event: All sftware, ne-hur minimum charge, excludes User Applicatin Supprt: Prvide the talent f a HP Service Prfessinal, Technical Supprt Engineer r Cnsultant prficient in the platfrm assciated with the specific Custmer s request fr supprt. Prvide the Custmer with a unique Service Request / CASE ID fr reference until the reslutin f the reprted prblem has been achieved. Prvide Technical Backup Supprt in accrdance with available apprpriate resurces fr rendering assistance in analyzing and reslving multivendr sftware installatin, implementatin, r peratinal prblems fr HP supprted prducts. Prvide usage assistance n advanced prduct features f applicatins, perating systems and netwrk perating systems fr HP supprted prducts. At HP s ptin, select remte access tls may be used t wrk interactively with the Custmer in the diagnsis f the reprted prblem. Prvide remedial crrective supprt t aid the Custmer in reslving identifiable and Custmer reprducible sftware prduct prblems. C. Shrt-Term Cnsulting and HP ValuPack Cnsulting: Shrt-Term Cnsulting and HP ValuPack Cnsulting are cnsulting services that fall utside the bundaries f prduct supprt r warranty supprt. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

7 Page: 7 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting Shrt-Term Cnsulting is HP delivered cnsulting defined by a Statement Of Wrk and priced accrding t the size and cmplexity f the prject and the required technlgy. Shrt-Term Cnsulting is usually prvided fr requests that require less than eighty-hurs f effrt t cmplete. HP ValuPack Cnsulting is packaged cnsulting which has been purchased by multiple custmers with a ppularity demanding packaging. HP ValuPack Cnsulting is detailed in the HP ValuPack Cnsulting Descriptin. D. Hardware Technical Assistance Supprt Prvide the Custmer with a unique Service Request / CASE ID t reference until the reslutin f the reprted prblem has been achieved Prvide the talent f an HP Service Prfessinal, Technical Supprt Engineer r Cnsultant fr up t sixty minutes. Prvide call management fr HP supprted hardware prblems, assistance in diagnsis, installatin supprt (nt installatin service), peratinal advisry and remedial technical assistance. Prvide usage assistance n advanced prduct features f selected HP supprted hardware prducts. At HP s ptin, select remte access tls may be used t wrk interactively with the Custmer in the diagnsis f the reprted hardware prblem. E. OpenVMS Pr-Patch: OpenVMS Pr-Patch includes the running f HP Pr-Patch utility n the Custmer s system r cluster t inventry OpenVMS patches applied t the system r cluster. A HP Service Prfessinal, Technical Supprt Engineer r Cnsultant will run the Pr-Patch utility r prvide the Custmer with instructins n hw t run the Pr-Patch utility. HP will prvide the Custmer with a reprt that details (a) the Critical need OpenVMS patches that are nt currently installed and (b) the Feature Patches that are nt urgent t the Custmer s envirnment. The Custmer with a HP OpenVMS Supprt Agreement can then dwnlad and apply the patches using ne f HP s Advanced Electrnic Service tls r purchase additinal cnsulting fr a HP Technical Supprt Engineer t cmplete the patch prcess. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

8 Page: 8 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting F. Pay-Per-Incident Supprt n Micrsft Prducts: Pay-Per-Incident Supprt fr Micrsft Prducts [PPI Supprt] can be initiated either thrugh a web prblem submissin prcess r via telephne. The MS PPI tll-free number ( ) rutes the Custmer directly t the HP MS PPI Supprt Team fr timely prblem respnse and reslutin. Prvide the talent f a HP Service Prfessinal, Technical Supprt Engineer r Cnsultant prficient in the Micrsft prduct assciated with the specific request fr service fr up t sixty minutes. Prvide the Custmer with a unique Service Request / CASE ID fr reference until the reslutin f the reprted prblem has been achieved. Prvide advisry and remedial sftware and technical peratinal supprt including: sftware usage advice n the prper sftware executin, pint-specific installatin assistance, infrmatin n the interpretatin r sftware prduct technical dcumentatin, and crrective supprt t reslve identifiable and custmer reprducible sftware prduct prblems. Incidents, which HP cannt reslve, will be escalatin t Micrsft by HP and at HP s discretin, n behalf f the Custmer. At HP s ptin, select remte access tls may be used t wrk interactively with the Custmer in the diagnsis f the reprt prblem. G. Out f Service Windw Call Lgging ValuPack: Lg a service request n behalf f the custmer, utside the Custmer s purchased Service Delivery Windw fr immediate dispatch r a return call utside the Custmer s purchased cntract respnse time. Service Request Reslutin: A Service Request is defined as reaching reslutin r therwise being satisfied when ne r mre f the fllwing criteria have been met (except fr Cnsulting Service Requests which ptinally include Statement Of Wrk which includes terms f prblem reslutin r acceptance). Custmer has received infrmatin which reslved a sftware r hardware prblem Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

9 Page: 9 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting Custmer has received infrmatin hw t btain a patch(es), when available and which will reslve a sftware prblem. Custmer has received infrmatin n hw t btain an nsite service t reslve a hardware prblem Custmer has received ntice that a sftware prblem is caused by a knwn, unreslved bug in the sftware r hardware. Custmer has received ntice that the prblem has been crrected in a subsequent release f the prduct r a replacement prduct Custmer has received infrmatin that the reprted sftware prblem has been diagnsed r dcumented as a hardware prblem. Custmer has been ntified that due t limited database, hardware, r sftware resurces ther limiting factrs; HP is nt able t prvide a reslutin r wrk-arund. The service request has cnsumed that maximum effrt allwed fr the specific service purchased. NOTE: When payment methd is invice via a Custmer s purchase rder accepted by HP, the Custmer will be billed at the time f Service Request Reslutin as defined abve, except that Call Packs will be billed at the time f rder. HP Optinal Time & Materials Supprt: HP ffers a cmplete menu f sftware supprt, cnsulting and HP ValuPack cnsulting packages specifically designed t cmplement Pay-Per-Incident, Pay Per Call r Per Event Sftware Supprt. Please visit per event supprt & cnsulting web site. Billing Calculatins: All charges are calculated t the next whle hur with the fllwing exceptins: User Applicatin Supprt is prvided at time and materials in thirty-minute increments. User Applicatin Supprt prvides subject matter expertise advisry supprt fr a single prblem, service request r incident. Additinal User Applicatin Supprt expertise may be purchased in thirty-minute increments. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.

10 Page: 10 f 10 Hewlett-Packard Cmpany HP Services Slutin Center Custm Prjects Prgram perfrmance & availability sftware services per event supprt & cnsulting Shrt-Term Cnsulting, ValuPack Cnsulting, Timer & Materials Supprt, Sftware Supprt Unplanned and all hurly services and are charged in whle hurs nly and may have cst uplifts fr delivery during nn-business hurs. Fractinal hurs are runded up. Hardware Technical Assistance Supprt and Installatin Supprt is calculated accrding t the days and times f service. Pay-Per-Incident Supprt fr Micrsft Prducts is billed per prblem, service request r incident and includes subject matter expertise fr up t sixty-minutes fr the single prblem, service request r incident. Per Event Supprt Warranty: Per Event Supprt, ValuPack Cnsulting & Shrt-Term Cnsulting Warranty Hewlett-Packard Cmpany Terms & Cnditins f Sale & Service [E16]and HP Supprt Services [SS5], tgether with this Custmer Service Descriptin, Prpsal, Statement Of Wrk, r ValuPack Cnsulting Descriptin, defines Hewlett-Packard Cmpany s service delivery bligatin fr Per Event Supprt, ValuPack Cnsulting and/r Shrt-Term Cnsulting prvided by the HP Services U.S. Custmer Slutins Center (HP). HP shall determine the categry f labr required, based n the technical cmplexity f the service r cnsulting requested, as described in this ValuPack Cnsulting Descriptin, Statement Of Wrk r Per Event Custmer Service Descriptin, and assign HP Service Prfessinal(s), Technical Supprt Engineer(s), Cnsultant(s) r a third-party vendr accrdingly. The Single Per Event Supprt Service, ValuPack Cnsulting r Shrt-Term Cnsulting prvided is in the nature f prfessinal assistance and advice. HP warrants that the service will be perfrmed in a gd wrkman-like manner. Hwever, HP des nt warrant r guarantee in any frm r manner the results and/r achievements f the service prvided. The service des nt include advice r cnclusins abut the ultimate state f peratin r security f the Custmer s system(s). HP is nt respnsible fr the wrk r activity f any nn-hewlett-packard Cmpany persnnel. Except fr the express warranties stated herein, Hewlett-Packard Cmpany disclaims all warranties, including all implied warranties f merchantability and fitness fr a particular purpse, and the stated express warranties are in lieu f all bligatins r liabilities n the part f Hewlett-Packard Cmpany arising ut f r in cnnectin with the perfrmance f the service r cnsulting. Hewlett-Packard Cmpany believes the infrmatin in this publicatin is accurate as f its publicatin date; such infrmatin is subject t change withut ntice. Hewlett-Packard Cmpany is nt respnsible fr any inadvertent errrs. Hewlett-Packard Cmpany cnducts its business in a manner that cnserves the envirnment and prtects the safety and health f its emplyees, custmers, and the cmmunity. HP is a trademark f Hewlett-Packard Cmpany Cpyright Services prvided, infrmatin is prtected by cpyright.