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HP zaleca system Windows

HPE 5 year Foundation Care Call to Repair wCDMR MSL 2024 Service

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HPE 5 year Foundation Care Call to Repair wCDMR MSL 2024 Service

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Usługi HP Care Pack zapewniają podwyższone poziomy usług, które rozszerzają poziom serwisowania ponad standardową gwarancję, aby zapewnić niezawodne i nieprzerwane działanie.

Główne cechy:

  • Choice of service levels to meet specific business needs.
  • Fast, qualified response increasing uptime and maximising performance.
  • Purchasing HP Care Pack service with HP product reduces total cost of ownership.
  • HP Care Pack Services delivered through accredited network of partners or by an HP engineer ensuring the best possible service.
Czytaj pełny opis
  • Specyfikacja

    Gwarancja

    Okres obowiązywania (miesiąc)

    60

    Rodzaj gwarancji

    S

    Care Pack Type

    Typ pakietu Care Pack

    Elektroniczny

    Standard Features

    Cechy usług

    HP has established formal escalation procedures to facilitate the resolution of complex problems. Local HP management coordinates problem escalation by enlisting the skills of appropriate HP resources to assist the Customer with problem-solving. For selected third-party software products for which HP is providing software support and update services, HP will follow the agreed-upon escalation processes established between HP and the third-party vendor to assist with problem resolution.

    Cechy usług

    As part of this service, HP provides the Customer with access to certain commercially available electronic and Web-based tools. The Customer has access to: • Certain capabilities made available to registered users with linked entitlements, such as downloading selected HP software patches and firmware updates, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users

    Cechy usług, nagłówek

    Choice of Foundation Care service-level options

    Cechy usług, nagłówek

    HP electronic remote support solution

    Cechy usług

    In cases where the Customer has not purchased HP Foundation Care support on selected non-HP software products that reside on eligible hardware equipment covered by HP Foundation Care support, HP will provide the Basic Software Support and Collaborative Call Management features as described below, instead of Foundation Care software support as described in the ‘Software support’ section of table 1. Basic Software Support on selected non-HP software products is limited to the following: HP will attempt to resolve problems on these products by applying or asking the Customer to apply fixes that have been made available or known to HP. In some cases, support may be limited to communication of a known fix available through the installation of a software update or patch, and the Customer will be directed to available sources for the applicable updates or patches because access to the known fix requires additional service contracts with the respective software vendor.

    Cechy usług

    For eligible products, the HP electronic remote support solution provides robust troubleshooting and repair capabilities. It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history. An HP support specialist will only use the remote system access with the Customer's authorization. The remote system access may enable the HP support specialist to provide more efficient troubleshooting and faster problem resolution.

    Cechy usług

    For products covered by Foundation Care, HP offers three distinct service levels: – HP Foundation Care NBD Service – HP Foundation Care 24x7 Service – HP Foundation Care CTR Service The HP Foundation Care portfolio also offers the same three service levels with the inclusion of hardware defective media retention (DMR) and comprehensive defection material retention (CDMR) as additional core features. See table 2 for details on DMR and CDMR. The details of the HP Foundation Care service levels are outlined in the text that follows.

    Cechy usług, nagłówek

    Basic Software Support and Collaborative Call Mgmt for non-HP software on eligible HP hardware prods

    Cechy usług, nagłówek

    Escalation management

    Cechy usług, nagłówek

    Access to electronic support information and services

    Cechy usług

    Once the software vendor is engaged, HP will close the HP call, but the Customer can resume the service issue with HP if needed by referencing the original call identification number. Note: For a list of the non-HP software products eligible for Basic Software Support and Collaborative Call Management, please refer to www.hp.com/go/collaborativesupport.

    tech_specs/standard_features/servicefeaturestandard_05_suppt_03_extended

    • HP and third-party hosted knowledge databases for certain third-party products, where Customers can search for and retrieve product information, find answers to support questions, participate in support forums, and download software updates; this service may be limited by third-party access restrictions • The Software Updates and Licensing portal, which provides the Customer with electronic access to receive, proactively manage, and plan for software product updates; access to the portal is through the HP Support Center

    tech_specs/standard_features/servicefeaturestandard_05_suppt_02_extended

    • Expanded Web-based searches of technical support documents to facilitate faster problem-solving • Certain HP proprietary service diagnostic tools with password access • A Web-based tool for submitting questions directly to HP; the tool helps to resolve problems quickly with a pre-qualification process that routes the support or service request to the resource qualified to answer the question; the tool also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone

    tech_specs/standard_features/servicefeaturestandard_04_suppt_02_extended

    If the problem is still not resolved, then Collaborative Call Management can be initiated at the Customer’s request. Basic Software Support is available 24 hours per day, 7 days per week. If HP determines that a problem is caused by a selected independent vendor’s software and the problem is not resolved by the Customer applying known, available fixes, HP will, at the Customer’s request, initiate Collaborative Call Management with the independent software vendor.

    tech_specs/standard_features/servicefeaturestandard_04_suppt_03_extended

    Collaborative Call Management can be provided only in cases where appropriate active support agreements are in place with selected vendors and the Customer has taken the steps necessary to ensure that HP can submit calls on the Customer’s behalf for the limited purpose of placing a support call with the vendor. HP will engage the software vendor and provide information about the Customer’s issue, as obtained during the Basic Software Support service call. It is then the responsibility of the independent software vendor to resolve the Customer issue. Once the call is transitioned to the independent software vendor, the call will be subject to the support levels of the agreement between the Customer and the independent vendor.

    Filters

    Czas trwania

    5 lat

    Czas ochrony

    Całodobowo, przez 7 dni w tygodniu

    Opcjonalna, dodatkowa pomoc techniczna

    Kompleksowe zachowanie uszkodzonych materiałów

    Rodzaj pomocy technicznej

    Foundation Care

    tech_specs/filters/filter_response_cp

    Naprawa w ciągu 6 godzin od zgłoszenia

    Core Features

    Metoda serwisowania

    Sprzęt w siedzibie klienta

    Rodzaj pakietu pomocy

    In warranty

    Service Feature Highlights

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_12_short

    Software: Software features and operational support

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_11_short

    Software: Installation advisory support

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_10_short

    Software support

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_09_short

    Software: License to use software updates

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_08_short

    Software: Access to technical resources

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_06_short

    Hardware: Onsite hardware support

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_07_short

    Hardware: Replacement parts and materials

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_04_short

    Access to electronic support information and services

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_05_short

    Hardware: Remote problem diagnosis and support

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_03_short

    Basic SW Support and Collaborative Call Management for non-HP SW on eligible HP hardware products

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_02_short

    HP electronic remote support solution

    tech_specs/service_feature_highlights/servicefeaturehighlightheadline_01_short

    Escalation Management

    Service Level Options

    tech_specs/service_level_options/serviceleveloption_02_suppt_02_long

    – 4-hour onsite response: For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite within 4 hours. An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service within four hours of the call having been received and acknowledged by HP.

    tech_specs/service_level_options/serviceleveloption_02_suppt_01_long

    Hardware support: – Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays.

    tech_specs/service_level_options/serviceleveloption_01_suppt_05_long

    Software support: – Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. – Remote response time: Once a software problem is logged, an HP Solution Center engineer will respond to the call within two hours, as noted in the ‘Software support’ section of Table 1.

    tech_specs/service_level_options/serviceleveloption_01_suppt_04_long

    Calls received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage day.

    tech_specs/service_level_options/serviceleveloption_01_suppt_03_long

    Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP, as described in the ‘General provisions/Other exclusions’ section.’ The onsite response time ends when the HP authorized representative arrives at the Customer's site, or when the reported event is closed with the explanation that HP has determined it does not currently require an onsite intervention.

    tech_specs/service_level_options/serviceleveloption_01_suppt_02_long

    – Onsite response time: Next-business-day onsite response: For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite the next business day. An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service the next coverage day after the call has been received and acknowledged by HP.

    tech_specs/service_level_options/serviceleveloption_01_suppt_01_long

    Hardware Support: – Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays.

    tech_specs/service_level_options/serviceleveloptionheadline_03_short

    HP Foundation Care CTR Service

    tech_specs/service_level_options/serviceleveloptionheadline_02_short

    HP Foundation Care 24x7 Service

    tech_specs/service_level_options/serviceleveloptionheadline_01_short

    HP Foundation Care NBD Service

    tech_specs/service_level_options/serviceleveloption_03_suppt_02_long

    – 6-hour call-to-repair time: For critical incidents (Severity 1 or 2), HP will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours after the initial service request has been received. Availability of call-to-repair times is dependent on the proximity of the Customer site to an HP-designated support hub, as described in the ‘Travel zones’ section.

    tech_specs/service_level_options/serviceleveloption_03_suppt_01_long

    Hardware support: – Coverage window: 24x7: Service is available 24 hours per day, 7 days per week including HP holidays.

    tech_specs/service_level_options/serviceleveloption_02_suppt_03_long

    Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP, as described in the ‘General provisions/Other exclusions’ section. The onsite response time ends when the HP authorized representative arrives at the Customer's site, or when the reported event is closed with the explanation that HP has determined it does not currently require an onsite intervention.

    Product Lines

    company

    HPE

  • Opis produktu
    • Usługi HP Care Pack zapewniają podwyższone poziomy usług, które rozszerzają poziom serwisowania ponad standardową gwarancję, aby zapewnić niezawodne i nieprzerwane działanie.

    • Choice of service levels to meet specific business needs.
    • Fast, qualified response increasing uptime and maximising performance.
    • Purchasing HP Care Pack service with HP product reduces total cost of ownership.
    • HP Care Pack Services delivered through accredited network of partners or by an HP engineer ensuring the best possible service.
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