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Text File  |  1992-11-17  |  8KB  |  107 lines
  1. New! System Support Options Program
  2.  
  3.  
  4.  
  5. The HP System Support                System Support Options
  6. Options program offers you           Availability
  7. and your customers basic             Support options represent a
  8. hardware and software                combination of hardware and
  9. support for HP systems,              software support for an HP
  10. peripherals and stand-alone          product or an installation
  11. software applications.               service. The following table
  12.                                      illustrates the deliverables of
  13. System Support Options               each support option.
  14. improve the warranty
  15. response time, and give              Option OS0                                                            Option OS1
  16. customers basic software             --  License to use software updates                                   --  License to use software updates
  17. support services.                    --  Updates*                                                          --  Updates*
  18.                                      --  Electronic access                                                 --  Electronic access
  19. Tailor-Made for Selling              --  Next day on-site repair                                           --  4 hr. on-site repair
  20. System Support Options fit           Option OS2                                                            Option OS3
  21. your sales process. If you quote     --  Telephone support                                                 --  Telephone support
  22. and order HP products, you           --  License to use software updates                                   --  License to use software updates
  23. already know how to sell             --  Updates*                                                          --  Updates*
  24. support options. Key program         --  Electronic access                                                 --  Electronic access
  25. features include:                    --  Next day on-site repair                                           --  4 hr. on-site repair
  26.                                      *   Includes one copy of media and documentation updates for each media and doc. product ordered.
  27. *  Quoted and ordered as a
  28.     product option                   Option OS4
  29. *  One option gives you              --  Installation and network configuration for customer installable products
  30.     recommended hardware/            Option OSZ
  31.     software support                 --  Network configuration for HP installed products
  32. *  One-time prices on the CPL
  33. *  Options available for
  34.     installation and network
  35.     configuration
  36. *  Quota credit and commission
  37.     on every sale
  38. Support Options Features
  39.  
  40.  
  41.  
  42. Feature                              Delivery Specifications
  43. Warranty upgrade                     Support services are added to the product warranty to provide either next-day or same-day (4 hour)
  44.                                      on-site response for hardware problems.
  45.  
  46.                                                                                                            Next Day                             4 Hour
  47.                                      Coverage Hours                                                        8 am--5 pm                           8 am--9 pm*
  48.                                                                                                            Mon-Fri                              Mon-Fri
  49.  
  50.                                      Response Time                                                         Next                                 Best response; not
  51.                                                                                                                                                 exceed 4 hours
  52.                                      * If service is requested before 5:00 pm, an HP engineer will respond on-site within 4 hours, if an on-site
  53.                                        call is necessary.
  54.  
  55.  
  56. On-site repair                       An HP engineer travels to the customer site and provides all labor, parts and materials necessary to
  57.                                      maintain hardware products in good operating condition. Product malfunctions and failures are
  58.                                      diagnosed and corrected.
  59.  
  60.  
  61. Telephone support                    Unlimited, toll free access to the HP Response Center is provided for authorized callers. Response is
  62.                                      immediate for critical calls and within 2 hours for all calls.
  63.  
  64.  
  65. License to use software updates      Customer can use and copy updates to HP software on each system covered by HP System Support
  66.                                      Options.
  67.  
  68.  
  69. Updates                              As HP releases updates to HP software, the latest revisions of the software and reference manuals
  70.                                      are made available to the system manager. HP provides one copy of media and documentation updates
  71.                                      for each media and documentation product ordered with HP System Support Options.
  72.  
  73.  
  74. Electronic access                    HP SupportLine provides electronic access to a database of current product and support information.
  75.                                      Includes new product information, software status bulletins, engineering and application notes, etc.
  76.                                      HP SupportLine can also be used to submit Response Center calls.
  77.  
  78.  
  79. Installation/network configuration   Option OS4 provides installation and network configuration for products whose purchase price does
  80.                                      not include installation. Option OSZ provides network configuration for products whose purchase
  81.                                      price includes installation.
  82.  
  83. Selecting the Appropriate Option
  84.  
  85.  
  86.  
  87. Select HP System Support             Systems                                                                         Peripherals
  88. Options based on your know-          To select the appropriate option,                                                For System peripherals, select
  89. ledge of the customer's support      follow these steps:                                                              the option that provides the
  90. needs. Follow these basic steps:                                                                                      desired response time for repairs
  91.                                      1.  Determine the customer's                                                     (next-day or 4 hour). In general,
  92. 1.  Select the customer's hard-           desired response time for                                                   select the same option as you
  93.     ware, software and peripherals.       repairs (next-day or 4 hour).                                               chose for the system.
  94.  
  95. 2.  Determine the customer's         2.  Determine whether the                                                       Stand-Alone Software
  96.      support needs.                       customer has an existing                                                   Applications
  97.                                           response center caller set up                                               For stand-alone software
  98. 3.  Select the applicable                 who will be calling for                                                     applications, select options as
  99.      Support Options to meet              support of the system being                                                 follows:
  100.      the support needs.                   purchased.
  101.                                                                                                                       Select Option OS2 or OS3 for the
  102. HP System Support Options are             If NO, select Option OS2                                                    first copy of the application.
  103. available for systems, associated         or OS3.
  104. peripherals and stand-alone                                                                                           Select Option OS0 or OS1 for
  105. software.                                 If YES, select Option OS0                                                   additional copies.
  106.                                           or OS1.
  107.