HP ProLiant Server Warranty User's Guide download pdf (Page 7)

Global Limited Warranty and Technical Support Japan

January 14, 2011 370967-023a-j

Table 3: Software Products

Products

Technical Support

Response Time

HP Branded Software

90 days Software Telephone Support

Standard office hours

Third-Party Branded Software installed

by or purchased from HP

90 days Software Telephone Support

Standard office hours

Software Delivery Media

90 days replacement of defective media

5 business days

Response times are based on local standard business days and working hours. Unless otherwise noted, all

responses are measured from the time the customer calls until HP has either established a mutually acceptable

time for support to be performed, or HP has begun to provide support or remote diagnostics. In some

countries and under certain supplier constraints, response time may vary. If your location is outside the

customary service zone, response time may be longer or there may be an additional charge. Contact your local

HP service organization for response time availability in your area.

Software Delivery Media: The material used to deliver HP branded software or third-party software installed

by or purchased from HP (i.e., CD, diskette, or tape).

Response time for media replacement is based on commercially-reasonable effort.

Types of Warranty Service

To enable HP to provide the best possible support and service during the Limited Warranty Period, you may be

directed by HP to verify configurations, load most recent firmware, install software patches, run HP diagnostics tests

or use HP remote support solutions where applicable.

HP strongly encourages you to accept the use of, or to employ available support technologies provided by HP.

If you choose not to deploy available remote support capabilities, you may incur additional costs due to increased

support resource requirements. Listed below are the types of warranty support service that may be applicable to the

HP Hardware Product you have purchased.

On-site Warranty Service

Your HP Limited Warranty service may include on-site labor support to repair your hardware. HP provides on-site

service during standard office hours. Standard office hours are typically 08.00 to 17.00, Monday through Friday, but

may vary with local business practices. If your location is outside the customary service zone (typically 50km)

response times may be longer or there may be additional charges. To locate the nearest HP authorized service

provider refer to the HP website at http://www.hp.com/support

HP may, at its sole discretion, determine if on-site warranty service is required. For example, in many cases, the

defect can be fixed by the use of a Customer Self Repair (CSR) part that you are required to replace yourself based

on instructions and documentation provided by HP. You are also required to co-operate with HP in attempting to

resolve the problem over the telephone. This may involve performing routine diagnostic procedures, installing

software updates or patches, removing third party options and/or substituting options. In order to receive onsite

support, you must: (a) have a representative present when HP provides warranty services at your site; (b) notify HP

if products are being used in an environment which poses a potential health or safety hazard to HP employees or

subcontractors; (c) subject to its reasonable security requirements, provide HP with sufficient, free, and safe access

to and use of all facilities, information and systems determined necessary by HP to provide timely support; (d)

ensure that all manufacturers labels (such as serial numbers) are in place , accessible, and legible; (e) maintain an

environment consistent with product specifications and supported configurations.

If you require an HP representative to handle all component replacements, support uplift contracts are available at

additional cost.

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