UD628PE - HP 1yPWPhoneAssisLaserJt9040 9050MFP SVC

UD628PE

 
 
Customer responsibilities
Customer responsibility
Ensure all software products are properly licensed
Assume full responsibility for the management and protection of its unique access number(s)
Adhere to the licensing terms and conditions as indicated by the original software manufacturer or sales agent
Allow HP personnel full and unconditional access to all software and/or hardware products to be supported; if security restrictions apply to any supported systems, the Customer may be required to assume additional responsibilities for maintaining the system and/or software
Maintain a current backup copy of the operating system, development program, and all other applicable software programs and data
Provide the name and telephone number of a primary contact employee authorized to direct HP action in the event of a critical problem and approve the purchase of per-event services, if required
Provide updates for primary contact name or telephone number changes
Provide the names of authorized end users for UAS Unlimited Per Seat Service at the time of contract registration
Provide updates for UAS Unlimited Per Seat Service end-user name changes
Customer responsibilities
The Customer will:
General provisions
General provisions/other exclusions
Services not covered under User Advisory Support Service may, upon request, be provided at HP per-event rates, terms, and conditions then in effect.
At its discretion and without prior notification, HP reserves the right to add or remove products from the User Advisory Support Supported Products List.
This service provides telephone and Internet advice. Further actions by the Customer might be required to resolve a problem.
The term of HP UAS Unlimited Per Seat Service is one (1) year.
HP UAS Service is effective upon the commencement date specified in the service agreement or 30 days from the date of sale to end Customer, whichever occurs first.
With respect to this agreement, HP will issue no refunds or prorated credits if the Customer terminates services prior to the expiration of the HP Care Pack.
Service eligibility
Service eligibility
HP UAS Service is available for all printers and properly licensed software applications and utilities listed on the UAS Supported Products List. UAS Service for software is a software-only advisory support service and is not dependent upon any particular hardware vendor platform.
Service feature highlights
Service feature highlights, header
Service deployment
Software application usage assistance
Installation assistance
Problem isolation and notification
Usage reports (for eligible products only)
Coverage windows (for eligible products only)
Service features
Service features
With this service, HP will:
Provide a toll-free telephone number and an access number to registered users
Verify that all support calls are sufficiently addressed and are rendered closed. A call is defined as closed when one or more of the following criteria have been met:
The Customer has received all the information available to HP regarding the resolution of a usage problem with a supported software application
The Customer has received information on how to obtain a patch that will resolve the software problem
The Customer has received notice that the software problem is caused by a known, unresolved bug in the software
The Customer has received notice that the problem has been identified as a hardware problem
The Customer has received notice that the problem has been corrected in a subsequent release of the product
HP has used commercially reasonable efforts to provide information, such as answering questions or requests with the available database information, as provided by the Customer
Software application usage assistance provides registered users with access to the HP technical resources via telephone, electronic call logging, or fax (where locally available) for help in resolving problems encountered with printing products or software applications. Support calls are answered by the next available technical resource. Usage assistance includes giving information on product features, answering installation and configuration questions, and advising on connectivity and component functionality issues.
Usage assistance includes giving information on product features, answering installation and configuration questions, and advising on connectivity and component functionality issues.
Installation assistance provides telephone advisory support to registered users on the proper installation and updating of customer-installable software. Installation assistance does not include walking the registered user through an entire installation, and it is limited to answering specific questions encountered during the installation process. Services to support lengthy installations and/or complete the installation for the Customer are available for an additional charge.
With problem notification, the appropriate software organization/vendor of unpublished software problems encountered by supported registered users is notified.
Problem isolation determines whether a usage problem is caused by the software or by a hardware failure. If the problem is traced to the hardware and the Customer has an HP hardware maintenance agreement, HP will initiate a service call according to the terms of the hardware maintenance agreement. If the Customer does not have a hardware maintenance agreement with HP, the Customer may request HP to repair the system at the time and material per-call rates then in effect.
HP will provide a monthly usage report, at the Customer’s request. Information provided in the report includes call volumes, call duration, caller identification, location of caller, and product problems. (This feature is not available for printer products.)
Coverage window options include:
Standard business hours, standard business days: Service is available between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Calls received and answered outside this service window will be logged the next day for which the Customer has a service window.
24x7: Service is available 24 hours a day, Monday through Sunday including HP holidays. (This feature is not available for printer products.)
UAS Service calls are answered by the next available technical resource.
All coverage windows are subject to local availability. Contact a local HP sales office for detailed information on availability.
Service features, header
Service deployment
Software application usage assistance
Installation assistance
Problem isolation and notification
Usage reports
Coverage windows
Service limitation
Service limitations
UAS Service is available in the United States.
Activities such as, but not limited to, the following are excluded from this service:
Support of software products not included on the UAS Supported Software Products List
Support for the network on which applications are running
Services which, in the HP opinion, are required due to improper treatment or use of the equipment or software
Services required due to unauthorized attempts by personnel other than HP to repair, maintain, or modify supported software products
Services required due to causes external to the HP-maintained equipment or software
Purchaser modifications to products on the UAS Supported Products List
Software product media, documentation, and license updates
Any onsite services
Parts exchange
Individual software products that have been removed from the UAS Supported Products List
Support for any version of a software product more than 180 days after release of the subsequent version, unless otherwise agreed (HP may provide support for past versions); additional charges may apply
 
Legal Disclaimer

The information contained in this document is subject to change with or without notice. Hewlett Packard makes no warranty of any kind with respect to this information. Hewlett Packard specifically disclaims the implied warranty of merchantability and fitness for a particular purpose. Hewlett Packard shall not be liable for any direct, indirect, incidental, consequential, or other damage alleged in connection with the furnishing or use of this information.