HP Neoware c50 - Thin Client Hardware Manual page 80

How is my issue resolved?
What is the response time if my
location is not near a support Hub?
What is the software support?
Will HP honor my existing support
contract for Neoware products?
What do I do if I need an
enhancement made to my Neoware
Continue to manage the issue even when cases

are being worked in Third (3) Level Support. (If
the issue requires further Engineering expertise it
will be escalated to the Third (3) Level Support.
This group is an Engineering group that has
direct access to the design team for your
product.)
Agents may resolve the problem in several ways:
By telephone: Many issues can be resolved over

the phone;
By sending you a customer self replaceable part,

such as an AC adapter, keyboard, mouse, or
memory module; or
 By instructing you to send a defective unit to an
authorized repair facility for repair. Repair turn-
around time can vary by region and by product.
Distance from designated support hub: Next-day response
time
0 to 100 miles (1 to 160 km):
Next coverage day
100 to 201 miles (161 to 320 km):
One additional coverage day
201 to 300 miles (321 to 480 km):
Two additional coverage days
Beyond 300 miles (>480 km):
Established at time of order and subject to resource
availability
HP offers initial setup and technical support for the
included HP Software purchased with the unit, for ninety
(90) days from date of purchase. If you believe that you
have additional coverage purchased through Neoware
prior to December 1, 2007, please notify the call agent.
The agent will pass your call to the group that can
ascertain your purchased coverage and correct any found
errors in HP records.
Support includes assistance with:
Answering your installation questions (how to, first steps,
and prerequisites).
Setting up and configuring the software and options
supplied or purchased with HP Hardware Products (how-to
and first steps).
Interpreting system error messages.
Isolating system problems to software usage problems.
Support does NOT include assistance with:
Generating or diagnosing user generated programs or
source codes.
Installation of non-HP software.
System optimization, customization, and network
configuration.
Yes, Service and Support will remain in place with no
interruption for all Neoware and HP Thin Client products
with active support coverage plans.
HP Thin Client Sales Specialists and Service Architects
have been prepared to walk you through a carefully
managed transition plan. Contact your HP sales associate
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