HP Surestore Disk Array 12h - And FC60 Service Manual page 377

Preparing for a
Support Call
Response Times
If you must call for assistance, gathering the following information
before placing the call will expedite the support process:
– Product model name and number
– Product serial number
– Applicable error messages from system or diagnostics
– Operating system type and revision
– Applicable hardware driver revision levels (for example, the host
adapter driver)
The call agent will ask questions, may ask you to run HP-supplied
configuration and diagnostic programs, and will attempt to resolve
the problem over the phone. It may be helpful to have your system
administrator available for consultation and to run configuration and
diagnostic programs as necessary.
The standard warranty includes onsite service, and HP strives to
provide coverage by the next business day. However, onsite
service may be affected by your site's distance from an HP office.
The following table outlines HP's response time goals based on
distance.
Onsite service is restricted or unavailable in certain locations. In
HP-Excluded Travel Areas—areas where geographical obstacles,
undeveloped roads, or unsuitable public transportation prohibit
routine travel—service is provided on a negotiated basis at extra
charge. Note that HP SupportPacks and other enhanced services
may follow different guidelines. Contact your authorized reseller for
more information on response times.
Distance from
Zone HP Office
1 – 3 100 miles or 160 Km
4 – 5 200 miles or 320 Km
6 300 miles or 480 Km
over 300 miles or 480 Km
Response Time
Next business day
Second business day
Third business day
To be negotiated
Warranty and License Information
377