Customer Service Description
Single Per Event Support
HP Services, U.S. Customer Solutions Center (CSSC) offers an comprehensive menu of per event services, packages consulting, and customized consulting. Please see our web site for details information at
http://www.hp.com/hps, select performance & availability, then select software services and then select per event support & consulting.
Per Event Services:
Per Event Support is available from the HP Services U.S. Customer Solutions Center (CSC), hereinafter HP, on hundreds of products. For support on specific products, please visit our web site or consult the CSC at 800-354-9000. The following Per Event Support services are included in this Customer Service Description:
Per Event Support
Hardware Technical Assistance Support
Non-Desktop Environment Time & Materials or Desktop Environment Time & Materials
Pay-Per-Incident Support on Microsoft Products Single Per Event, MSPPI SPL
PC User Application Support
PC Single User/ non-networked – Single Incident
Short-Term Consulting
(Statement Of Work Defined)Software Support, Unplanned, Business Hours (Time & Materials,
Hourly)
All software, Excludes User Applications Support Weekdays, Business Hours
All Other Days & Times (“After Hours”)
ValuPack Consulting
Pre-Packaged Short-Term Consulting
Service Description Summary:
Single Per Event Support Service provides a single source of end-user and system management telephone support for customers requiring assistance or advice in resolving problems as they apply to PC applications, PC & non-PC operating systems, networked operating systems and utilities, and all other HP-supported
environments.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and A Single Per Event Support request, problem, or incident is a single support problem or incident that cannot be broken down into subordinate problems. A single User Application Support, or Pay-Per-Incident Support for Microsoft Products (PPI) Service Request or Case is limited to a single problem. Multiple problems will require multiple Service Requests or Cases and multiple charges accordingly.
PC User Application Support [UAS], Pay-Per-Incident Support for Microsoft Products and Software Support Unplanned are based on a Supported Products List and time-based service of an HP Service Professional, Technical Support Engineer or Consultant and is provided via remote telephone communication. Per Event Support charges include time spent with the Customer, research time, and time allocated to securing resources on the Customer’s behalf.
Customer service requests exceeding the services delivered under User Application Support [UAS] or Pay-Per-Incident Support for Microsoft Products may be elevated to the next level of per event support, based on hourly utilization.
Agreement:
This Service Description together with the Hewlett-Packard Company Terms and Conditions of Sale & Service and HP Support Services document and the Per Event Support Warranty, constitute the entire agreement (“Ag en the parties with respect to the service(s) provided.
The supp ng associated with the delivery of this service(s) will be provided by or arranged by HP. HP t to assign or subcontract to third parties any and all support and/or consulting services
deta description.
HP reserves the right to add or remove products that are serviced under this service description at HP’s discretion and without prior notice.
Service projected to be billed to the Customer for $300 or less (US funds) is required to be paid in full with a HP accepted credit card. Customer credit card authorization and validation is required prior to service. The Customer’s credit card statement will be the only receipt for the per event service. HP reserves the right to determine which credit cards are accepted at time of service.
Availability:
Per Event Support service is available throughout the United States and the District of Columbia with the following conditions:
• Response for Per Event Support service is typically available as telephone assistance provided remotely by HP. In the event that Per Event Support service is not available at the time of request, HP will make all reasonable efforts to ensure service from HP during normal business hours, excluding locally observed HP published local holidays.
reement”) betwe ort or consulti reserves the righ
iled in this service
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and • Response for Pay-Per-Incident Support on Microsoft Products is typically direct to a Service Professional,
Technical Support Engineer or Consultant for telephone logged service requests and typically not longer than two hours for web-logged service requests.
Eligibility:
All properly licensed Hewlett-Packard Company and third-party software products on the Hewlett-Packard Company North Americas Supported Products Lists for User Application Support, Pay-Per-Incident Support for Microsoft Products, Windows NT Support or software products supported under Layered Product Support (SPLs 1, 1s, 2 and 2s) are included in this service.
All supported software and the system on which the software is installed must adhere to the minimum
hardware and software requirements as specified in any applicable Software Product Description (SPD) and its addenda or adhere to the licensing terms and conditions and any minimum specifications or requirements as indicated by the original software and/or hardware manufacturer(s).
All hardware to be supported must be properly licensed by Hewlett-Packard Company or the original manufacturer and supported by HP. All software associated with the operation of the hardware must be maintained to the latest level in accordance with the manufacturer’s standards, recommendations or schedules.
Exclusions and Other Limitations:
• No right or title to any service tools is transferred to the Customer, nor can the service tools be made available to third-parties.
• Neither the Customer nor any third-party shall decompile, reverse assemble, analyze, or otherwise examine any HP service tool.
• Support for products not included on the User Application Support (UAS), Pay-Per-Incident Support for Microsoft Products, or Unplanned Software Services Supported Products Lists are offered pending appropriate resource availability.
• Performance and system tuning is only available, pending available resources, as time and materials consulting.
• The following are not included in Offsite Per Event Software Support:
o DSNlink, DIA, WIS, or other electronic call logging access. Electronic problem submittal
and access to electronic databases are currently not available.
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and
o Call Reporting
o Advanced Electronic Services (AES)
o Software product media and documentation updates
o Support for problems incurred by software not listed on the Supported Products List o Support for problems incurred on a non-supported and/or non-authorized environment o Call escalations, except for Pay-Per-Incident Support for Microsoft Products [PPI], which are at
HP’s discretion.
o Support which in HP’s opinion is required due to improper treatment or use of the equipment
and/or software
o Support required due to unauthorized attempts by other than Hewlett-Packard Company
personnel (and/or Microsoft personnel for Microsoft PPI Support) to repair, maintain or modify software and/or hardware product(s)
o Customer modifications to the HP-supported software and/or hardware o Software product media, documentation, license, and license updates
o On-site service of any type. However, per event onsite service(s), if available, must be
contracted and paid for separately
o Support associated with PC LAN Integration, LAN Design, LAN Management, or other
non-specific technical support may be available through other Hewlett-Packard Company service offers
o Software and/or hardware not supported by the U.S. Customer Solutions Center. o Remote or Onsite Customer Training.
o Walking the Customer through a process or procedure.
Customer Responsibilities:
The Customer will be prepared with the product(s) documentation, when placing a call to HP for support.
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and The Customer will provide HP with the name and telephone number of the contact/employee who is authorized to direct and approve activity in the event of a critical problem.
The Customer will provide HP with proper credit card information and authorization and hard copy of a purchase order, if applicable (support and/or consulting for $300 or more).
The Customer will provide HP with details on the current configuration and topology information including hardware platforms, operating systems, and applications.
The Customer will maintain a backup copy of the operating system, network system, development programs, and all other applicable software programs and data.
The Customer will provide dial-in facilities as required to support remote communications for the Customer’s system/environment of at least 19.2kb.
Assure that all products serviced are properly licensed to the Customer and are maintained at the highest available version.
Install software and/or support utilities at the request of HP.
Allow HP full and unconditional access to all software products. If security restrictions apply to any or all Customer systems to be supported under this Customer Service Description, the Customer may be required to assume additional responsibilities for maintaining the system and/or software.
For any onsite support component, provide at no charge to HP a reasonable secure workspace and full and unrestricted access to all communication facilities. Notify HP of any potential safety or health hazards that may exist at the Customer site, as well as provide and/or recommend safety procedures to be followed while HP is at the Customer site.
HP Support Responsibilities:
HP will provide the following, specific to each type of service request. When a specific service request
consumes the maximum resources allowed, the Customer will be offered the option of continuous service on a time & materials basis or the next highest per event support level as appropriate.
A. PC UAS - User Applications Support
o
Provide the talent of a HP Service Professional, Technical Support Engineer or Consultant for up to
thirty minutes. If the service request requires more than thirty-minutes of resource time, additional
time may be purchased in one-half hour increments.
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and
o
Telephone advisory support and telephone assistance including advice for non-privileged functions on
the use and proper execution of software and information on the interpretation of the software user
documentation and help text.
o
Provide assistance with basic usage questions regarding non-privileged operating system functions, as
HP deems necessary to aid the Customer in the operation of the respective PC application.
o
Provide telephone installation advisory support to end users on the proper installation and updating of
Customer installable software. Installation assistance does not include walking the user through an
installation and is limited to answering a specific installation question. HP offers installation service
for many products..
B. Software Support Unplanned Per Event:
All software, one-hour minimum charge, excludes User Application Support:
o Provide the talent of a HP Service Professional, Technical Support Engineer or Consultant
proficient in the platform associated with the specific Customer’s request for support.
o Provide the Customer with a unique Service Request / CASE ID for reference until the
resolution of the reported problem has been achieved.
o Provide Technical Backup Support in accordance with available appropriate resources for
rendering assistance in analyzing and resolving multivendor software installation, implementation, or operational problems for HP supported products.
o Provide usage assistance on advanced product features of applications, operating systems
and network operating systems for HP supported products.
o At HP’s option, select remote access tools may be used to work interactively with the
Customer in the diagnosis of the reported problem.
o Provide remedial corrective support to aid the Customer in resolving identifiable and
Customer reproducible software product problems.
C. Short-Term Consulting and HP ValuPack Consulting:
Short-Term Consulting and HP ValuPack Consulting are consulting services that fall outside the boundaries of product support or warranty support.
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and
Short-Term Consulting is HP delivered consulting defined by a Statement Of Work and priced according to the size and complexity of the project and the required technology. Short-Term Consulting is usually provided for requests that require less than eighty-hours of effort to complete. HP ValuPack Consulting is packaged consulting which has been purchased by multiple customers with a popularity demanding packaging. HP ValuPack Consulting is detailed in the HP ValuPack Consulting Description.
D. Hardware Technical Assistance Support
o Provide the Customer with a unique Service Request / CASE ID to reference until the resolution
of the reported problem has been achieved
o Provide the talent of an HP Service Professional, Technical Support Engineer or Consultant for
up to sixty minutes.
o Provide call management for HP supported hardware problems, assistance in diagnosis,
installation support (not installation service), operational advisory and remedial technical assistance.
o Provide usage assistance on advanced product features of selected HP supported hardware
products.
o At HP’s option, select remote access tools may be used to work interactively with the
Customer in the diagnosis of the reported hardware problem.
E. OpenVMS Pro-Patch:
o OpenVMS Pro-Patch includes the running of HP Pro-Patch utility on the Customer’s system or
cluster to inventory OpenVMS patches applied to the system or cluster.
o A HP Service Professional, Technical Support Engineer or Consultant will run the Pro-Patch
utility or provide the Customer with instructions on how to run the Pro-Patch utility.
o HP will provide the Customer with a report that details (a) the “Critical need” OpenVMS
patches that are not currently installed and (b) the ‘Feature Patches’ that are not urgent to the Customer’s environment.
o The Customer with a HP OpenVMS Support Agreement can then download and apply the
patches using one of HP’s Advanced Electronic Service tools or purchase additional consulting for a HP Technical Support Engineer to complete the patch process.
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and
F. Pay-Per-Incident Support on Microsoft Products:
o Pay-Per-Incident Support for Microsoft Products [PPI Support] can be initiated either through a
web problem submission process or via telephone. The MS PPI toll-free number (888-943-9716) routes the Customer directly to the HP MS PPI Support Team for timely problem response and resolution.
o Provide the talent of a HP Service Professional, Technical Support Engineer or Consultant
proficient in the Microsoft product associated with the specific request for service for up to sixty minutes.
o Provide the Customer with a unique Service Request / CASE ID for reference until the
resolution o f the reported problem has been achieved.
o Provide advisory and remedial software and technical operational support including:
software usage advice on the proper software execution, point-specific installation
assistance, information on the interpretation or software product technical documentation, and corrective support to resolve identifiable and customer reproducible software product problems.
o Incidents, which HP cannot resolve, will be escalation to Microsoft by HP and at HP’s
discretion, on behalf of the Customer.
o At HP’s option, select remote access tools may be used to work interactively with the
Customer in the diagnosis of the report problem.
G. Out of Service Window Call Logging ValuPack:
Log a service request on behalf of the customer, outside the Customer’s purchased Service Delivery Window for immediate dispatch or a return call outside the Customer’s purchased contract response time.
Service Request Resolution:
A Service Request is defined as reaching resolution or otherwise being satisfied when one or more of the following criteria have been met (except for Consulting Service Requests which optionally include Statement Of Work which includes terms of problem resolution or acceptance).
o Customer has received information which resolved a software or hardware problem
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and
o Customer has received information how to obtain a patch(es) , when available and which will
resolve a software problem.
o Customer has received information on how to obtain an onsite service to resolve a hardware
problem
o Customer has received notice that a software problem is caused by a known, unresolved bug
in the software or hardware.
o Customer has received notice that the problem has been corrected in a subsequent release
of the product or a replacement product
o Customer has received information that the reported software problem has been diagnosed
or documented as a hardware problem.
o Customer has been notified that due to limited database, hardware, or software resources
other limiting factors; HP is not able to provide a resolution or work-around.
o The service request has consumed that maximum effort allowed for the specific service
purchased.
NOTE: When payment method is invoice via a Customer’s purchase order accepted by HP, the Customer will be
billed at the time of Service Request Resolution as defined above, except that Call Packs will be billed at the time of order.
HP Optional Time & Materials Support:
HP offers a complete menu of software support, consulting and HP ValuPack consulting packages specifically designed to complement Pay-Per-Incident, Pay Per Call or Per Event Software Support. Please visit per event support & consulting web site.
Billing Calculations:
All charges are calculated to the next whole hour with the following exceptions:
o User Application Support is provided at time and materials in thirty-minute increments. User
Application Support provides subject matter expertise advisory support for a single problem, service request or incident. Additional User Application Support expertise may be purchased in thirty-minute increments.
health of its employees, customers, and the community.
Hewlett-Packard Company believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Hewlett-Packard Company is not responsible for any inadvertent errors. Hewlett-Packard Company conducts its business in a manner that conserves the environment and protects the safety and
o Short-Term Consulting, ValuPack Consulting, Timer & Materials Support, Software Support
Unplanned and all hourly services and are charged in whole hours only and may have cost uplifts for delivery during non-business hours. Fractional hours are rounded up.
o Hardware Technical Assistance Support and Installation Support is calculated according to
the days and times of service.
o Pay-Per-Incident Support for Microsoft Products is billed per problem, service request or
incident and includes subject matter expertise for up to sixty-minutes for the single problem, service request or incident.
Per Event Support Warranty:
Per Event Support, ValuPack Consulting & Short-Term Consulting Warranty
Hewlett-Packard Company Terms & Conditions of Sale & Service [E16]and HP Support Services [SS5], together with this Customer Service Description, Proposal, Statement Of Work, or ValuPack Consulting Description, defines Hewlett-Packard Company’s service delivery obligation for Per Event Support, ValuPack Consulting and/or Short-Term Consulting provided by the HP Services U.S. Customer Solutions Center (HP). HP shall determine the category of labor required, based on the technical complexity of the service or consulting requested, as described in this ValuPack Consulting Description, Statement Of Work or Per Event Customer Service Description, and assign HP Service Professional(s), Technical Support Engineer(s), Consultant(s) or a third-party vendor accordingly.
The Single Per Event Support Service, ValuPack Consulting or Short-Term Consulting provided is in the nature of professional assistance and advice. HP warrants that the service will be performed in a good workman-like manner. However, HP does not warrant or guarantee in any form or manner the results and/or achievements of the service provided. The service does not include advice or conclusions about the ultimate state of operation or security of the Customer’s system(s). HP is not responsible for the work or activity of any non-Hewlett-Packard Company personnel.
Except for the express warranties stated herein, Hewlett-Packard Company disclaims all warranties, including all implied warranties of merchantability and fitness for a particular purpose, and the stated express warranties are in lieu of all obligations or liabilities on the part of Hewlett-Packard Company arising out of or in connection with the performance of the service or consulting.
health of its employees, customers, and the community.
