Hardware Support Services

HP Services portfolio

Services information

Defend against downtime with prompt, committed-repair-time service.

HP Hardware Support Onsite Call-to-Repair Service helps you minimize system downtime due to hardware failure. It gives you a commitment to resolve hardware problems within 6 or 8 hours from the time your service call is received. (Please note repair-time restrictions below.)

When you experience system problems, your call is immediately connected to an HP-certified resolution engineer for troubleshooting. If your problem cannot be resolved remotely, an experienced support professional is dispatched to your site to begin hardware repair and restoration activities.

Choose HP Hardware Support Onsite Call-to-Repair when you need to:

• Boost productivity via increased hardware system uptime
• Be confident of system restoration within the shortest possible timeframe
• Enjoy consistent support levels across your HP-UX, Tru64, OpenVMS, MPE, Microsoft Windows or Linux environments  
• Enhance IT resource planning and IT staff efficiency

Service highlights

• Remote problem diagnosis and support - HP Services uses electronic remote support tools to isolate your problem and facilitate resolution.

• Onsite hardware support - For critical issues that cannot be resolved remotely, an HP-certified Customer Engineer is sent to your site to return your covered hardware to operational condition, repairing or replacing components or entire units as necessary. Your coverage includes all required parts and materials.

• Round-the-clock coverage - Service is available up to 24x7x365.

• Repair-time commitment

  • 6-hour repair time: HP Services commits to correcting hardware malfunctions in less than 6 hours from your initial call to the HP Response Center; available up to 50 miles (80 km) from a primary HP support office.
     
  • 8-hour repair time: HP Services commits to correcting hardware malfunctions in less than 8 hours from your initial call to the HP Response Center; for systems located within 51-100 miles (81-160 km) of a primary HP support office.
     

• Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties.

Available for*:

• PA-RISC-based servers
• Itanium-based servers
• ProLiant & IA-32 servers
• Switches and hubs
• Unix Server connectivity

*Please note: Not all service-level options are available for all products.