HP P5389A - Intel Pentium III-S 1.4 GHz Processor Upgrade Manual page 9

What should I have ready
before I call for service?
What should I expect when I
call for service?
How long will it take for
someone to show up at my
site?
Zone
1 – 3
4 – 5
6
Before you call, have this information ready:
· Product model name and number
· Product serial number
· Applicable error messages from system
or diagnostics
· Applicable hardware driver revision levels
· Add-on boards or hardware installed
· Third-party hardware or software
· Operating system type and revision
Service calls follow this process:
1. 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.
2. If a problem can be solved with an easily installed
part, HP will ship the required part and provide
installation instructions.
3.
If the problem cannot be resolved over the phone, HP
will dispatch a technician to your site.
The response time depends on the level of support that
you purchased with your HP Server/HP Netserver. For
example, if your Server has an on-site warranty , and an
HP call agent determines that it is necessary to send a
technician to your site, HP will strive to do so by the next
business day. However, on-site 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.
Distance from
HP Office
100 miles or 160 Km
200 miles or 320 Km
300 miles or 480 Km
over 300 miles or 480Km
On-site 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. Please
contact your local HP office for more information on
response times.
Note that HP SupportPacks and other enhanced services
may follow different guidelines. Contact your authorized
reseller for more information on response times.
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Response Time
Next business day
Second business day
Third business day
To be negotiated