HP Exstream
Software
Support
Get the most out of
your HP Exstream
Software. With many
years of experience
providing
comprehensive
technical support and
updates, you can rely
on HP Exstream to
keep your
business moving.
Welcome to HP Exstream Software Support
Hewlett-Packard’s Exstream Software Support team is committed to ensuring your success. This
handbook provides guidelines and reference materials that will allow you to maximize your
HP Exstream Software investment. It has never been quicker, easier, or more convenient for you to
access our world class service.
While this handbook provides important information on almost everything you need to know about
HP Exstream Software Support, we also want to encourage you to review the HP Exstream website
at www.hp.com/go/exstreamsupportresources.
About HP Exstream Software Support
HP offers customers direct, high-quality, responsive technical support. We strive to create a support
environment that provides the information you need more quickly, resulting in uptime maximization,
availability, and revenue-generating potential in your environment. We are dedicated to resolving your
software product issues and ensuring that you gain the most value possible from the HP Exstream
solution.
October 2012
HP Exstream 9x5 Extended Support Offer
A summary of offer features is as follows:
Features
Specifications
Software covered
through HP’s “9x5
Extended” Support
Offer
The ‘9x5 Extended’ support is HP’s recommended support offer for the
following HP Software products:
 HP Exstream Design and Production
 AFP Studio
 HP Exstream Remote Collaboration
 Live/Interactive Documents
 HP Output Server
 Smart Office Delivery for HP Output Server
Support Hours
Severity 1* – 24 hours per day. Monday-Sunday, including holidays
Severity 2, 3, and 4 – Monday through Friday, 8:00am through 5:00pm
for local business hours and local business days for the country/region
in which the support contract resides.
Ways to Access
Technical Support
Customers can submit cases via
Software Support Online (SSO) – available 24 hours per day, 7 days per
week
Languages
Response Time
Customer support assistance is available in several languages,
including English, Dutch, French, German, Italian, Spanish, and
Portuguese. Depending on engineer availability, support may be
available in additional languages. Support outside of local business
hours may be provided in English only.
Response time goals are 2 hours, 6 hours, 8 hours, and 1 business day
(local hours) for Severity 1 through Severity 4 issues, respectively.
Response time goals do not create a legal requirement or obligation for
HP to provide such response in the stated time.
*Note: For Severity 1 issues, HP provides 24x7 support for issues that create either a total disruption of
production or critical business impact. In these situations, the on-call Support engineer will make contact with
the Customer within 2 (two) hours through contact information that the Customer provides to the Support service
desk administrator or logs directly into HP online software support.
October 2012
Support Service Change Notification Procedures
HP will provide customer notice within 60 days prior to any substantive change or modification to our
Support service offering.
Important Reference Information
My HP Order Number
Use your HP Sales Order number as the identifier for licensing related activities.
Important – My HP Order Number(s):
My Support Agreements
A Service Agreement ID (SAID) is your unique support identifier with HP. The SAID is required when you
contact HP with questions and to access technical support. If you want to log an incident and you have
not received your SAID, please contact [email protected] for assistance.
Important – My Support Agreement ID(s):
Technical Support
Logging a Support Incident
Technical Support entitlement commences on the date of purchase. You can log incidents
electronically or by phone. After you have logged an incident, you will receive an incident ID within
minutes. After a solution has been defined, your incident history will include the resolution; this way,
you can review your incident at any time and retrieve this valuable information for future references.
Before You Log an Incident – Provide the following information



Support Agreement ID (SAID) of the contract that contains the product for which you want
assistance
Your contact information
System information – Which product is failing? Which version? What machine is the product running
on?
October 2012


Problem description – What are the expected results? What are the symptoms?
Nature of problem – When did the problem begin? What has changed since it has last functioned?
Can the problem be reproduced?
Submitting an Incident Electronically
Logging an incident online is the most efficient and effective way to detail your problem and it allows
an unlimited amount of users in your environment to log the incident.
Prior to submitting incidents online, please make sure to register on Software Support Online (SSO) by
creating an HP Passport User ID and Password. You can then link your SAID(s) to your HP Passport User
ID. HP recommends that each SSO user creates a separate HP Passport User ID under his or her name.
This helps to ensure that case communications are routed to the correct person.
To add an SAID to your existing HP Passport account, please follow these easy steps:





Log in using your HP Passport account.
At the top of the page, click Edit your profile.
Select Edit Service Agreement Identifiers (SAID).
Enter your support contract’s SAID into the field and click Add.
To review all support contracts tied to your HP Passport Account, click List Contracts on the
left navigation bar.
You are now ready to log the incident at:
http://support.openview.hp.com/casemanager/newincident
When you submit an incident, make sure that you select the appropriate severity level. Severity levels
and response time goals are as follows:
Description
Definition
Response Time
Goal
Severity 1
Critical: Production
system down
HP product is unusable,
resulting in total disruption of
production or other critical
business impact. No
workaround is available.
2 hours
Severity 2
Serious:
Major
feature/function
failure
Operations are severely
restricted.
6 business hours
Severity Level
October 2012
Severity 3
Medium:
Minor
feature/function
failure
HP product does not operate
as designed; minor impact on
usage; acceptable
workaround deployed/is
available.
8 business hours
Severity 4
Low:
Minor problem
Documentation, general
information, enhancement
requests, etc.
Within 1 business day
Response time goals are provided as typical initial response times to support a request. Response time
goals in no way create a legal requirement or obligation for HP to always provide such response in the
stated time.
For newly received Severity Level 1 incidents, HP will confirm with the customer their final severity
level. Final severity for the case is determined by HP and the customer reviewing together the
published HP severity definitions and gaining agreement on the customer’s selection for their business
situation.
Opening an Incident by Phone
The response for Severity 1 issues is available 24 hours per day, 7 days per week, including all bank,
public, and HP holidays. Support hours for lower severity issues (2,3, and 4) are 8:00am to 5:00pm
local business hours and local business days.
+ 1 800 633 3600
North America, Canada
Central America, South
America
The Interactive Voice Response will welcome you with: “Thank
you for calling HP Contract Support. This call may be monitored
and recorded for quality purposes. Our system is now voiceactivated” If you know your shortcut, please say it now.”
<pause> ” To request a hardware installation, you can use a
shortcut to request an installation. Otherwise, feel free to
interrupt me as soon as you hear the type of product you’re
calling about. You can say ‘Printer’, ‘Server,’ ‘Notebook,’
‘Desktop,’ ‘Workstation,’ ‘Storage,’ and ‘Software.’” <You will
say “Software”> “Okay, what is the name of the product you
are calling about?” <You will say Exstream Dialogue> “For
that product, I will need your service ID. Please say or key your
12-digit service ID.” <You will enter SAID> (Please remember
to say HP Exstream Dialogue as the product and your call will be
routed to the correct engineer.)
+ 1 770 343 5002
October 2012
Mexico
800 501 9800
Mexico City
+52-55-5258-4500 or 800-501-9800 (toll free)
Brazil
0 800 556405
Argentina
0800-444-7867
Colombia
1-8000-51-4747
Peru
0-800-10111
Chile
54 11 4708 1137
Europe, Middle East and Africa
Austria
8 1000 2000, Select Option 6
France
825 00 4-123, Select Option 6
Germany
1-805 332 525, Select Option 6
Ireland
1850 924 590
Italy
+39 02 4527 9050, Select Option 5
Russia
+7 (499) 922 1611
Spain
+34 912 754 999
Switzerland
848 800 724 (German)
+44 (0) 203 027 7238 (other languages)
UK
+44 (0) 845 161 0050, Select 1, then 6
All other countries
*
+44 (0) 203 027 7238
*HP Software calls are offered in English, German, French, Italian, Spanish, and Russian.
October 2012
Australia, New Zealand, Asia Pacific
Australia
+61 2 8023 8760
China
800 819 2140
800 810 3860
India
000800 440 1777
Korea
+82 2 3483 7286
New Zealand
+64 9 912 9007
Singapore
+65 6622 1427
All other countries *
+65 6622 1426
* HP Software calls are offered in English, Chinese, Japanese, and Korean
Incident Review and Tracking
The easiest way to check the status of support incidents is by accessing SSO. You may also call HP to
request status information. Online incident logging allows you to track your incident at:
http://support.openview.hp.com/casemanager/incident-index.
In order to track incidents online, you must create an HP Passport account and edit your profile to
include the SAID(s) that are related to your HP Exstream products.
The following information describes the possible status that may be assigned:
Open: The case is submitted and pending assignment to a Support specialist.
Work-in-progress: A support specialist is actively working on the case.
Pending Customer: The case is “on hold,” pending more information from the submitter. An example of
this may be missing data from the attached test case.
Pending Internal: Support has replicated the defect case and has passed it on to our R&D organization
for repair.
Resolved: Support has answered or solved a case.
Closed: Support has closed a resolved issue. After a case is closed, it cannot be re-opened.
October 2012
Incident Communication
Support provides feedback in multiple ways to any SSO case when there is a status change. In addition,
Support updates the communication surrounding the submission into the comments area of the case,
allowing for a historical view of the case lifecycle. Support also notifies you when the availability of a
maintenance release to a defect is published.
On occasion, your assigned Support specialist may contact you by phone for more information if any
information is missing or ambiguous regarding an SSO entry. If you submit a Severity 1 – production
down case, we will communicate with you by phone.
Incident Submission Tips
When submitting your incident, it is important to break the description into two parts. The first part is
the detail. This is a description of the problem encountered. The second part, which is the most vital to
Support, includes the steps to replicate the issue. This is a systematic outline of running your files,
which are provided in the test case and documented to help us quickly assess the issue.
Details
When providing details, use the following guidelines to help Support quickly respond to your needs:

Be as specific as possible when you describe the issue.

Fully explain the observed behavior versus the expected behavior.

Imagine you are looking at your application for the first time. What information would you need to
navigate through the application to find an issue?

Write as you would a business letter. Pay attention to spelling, capitalization, grammar,
punctuation, and readability.

Use the exact names of items, such as applications, documents, pages, variables, and queues.
Abbreviating the names of these items, or omitting information, forces Support to search for the
issue or put the case on hold.

Provide the desktop operating system, the type of database, and the production engine you are
using.
When providing replication steps, include how Support should use the test case to view the issue:
 Provide the name of the application.
 Explain how to package and run the application. For example, you may package to output
queues or the Exstream Viewer.
 Identify where the issue is located.
 Is it for a specific customer?
 Is it on a specific page?

October 2012
Writing Replication Steps
Make sure your replication steps are simple and clear:






Number each step.
Include a single task per step.
Use complete, concise sentences.
Use language consistent with HP Exstream Design and Production terminology.
Use the full name of each object you reference, including applications, documents, and menu
options.
Place objects inside double quotes ("Chart_Test") to make them easier to separate from the
other text.
The following is an example of well-written replication steps:
– Open the Design Manager folder Exstream/Test/charts.
– Package and run the "Chart Test" application to the Viewer for customers 23 and 24.
– Look at the pie chart on the first page of the output for customer 23. The labels look correct.
– Go to customer 24. The labels are positioned on top of the pie chart.
– In Design Manager, drag the "Chart Test page 1" page into the Edit Panel.
– Right-click the chart and select "Chart Legend Properties" from the shortcut menu.
– Under "Label Properties", clear the "Wrap Labels" check box and save the page.
Incident Data Cleansing Procedures
All customers are responsible for cleansing data before sending it to IPG Enterprise Software
Support. Responsibility for not sending data that includes personal identification information (such as
names, Social Security numbers, and so forth) to HP lies with HP software customers. HP is not
responsible for personal data sent to us to help resolve a support incident. HP Exstream software
versions 6.0 and later provides our customers with the ”private data fields” feature, which can be
utilized to create cleansed data. Please see the documentation set for more information.
Incident Closure
HP Exstream Support strives to provide customers with an accurate and timely solution to cases. We
attempt to provide customers with adequate testing time of new releases or allows for feedback in
response to an answered question before a case is closed.
These are the guidelines regarding case closure:

Product defects where a maintenance release is issued—Your Support specialist contacts you over
a three-week period for updates on your testing. Unless Support receives a response, a specialist
might close the case after three inquiries.

An informational case—When Support answers a question, a specialist closes the case within 24
to 48 hours, unless first resolved by the customer.
Enhancements or documentation updates—Support closes these cases after the request has been
logged with our Product Management group. Please contact your account manager if you want to

October 2012
escalate your request further. For an enhancement, Support can open a new case if you have
further issues.
Incident Review by HP Exstream Support Manager
In case of concerns regarding the progress of your incident, please contact the engineer who owns the
incident to make sure it was properly prioritized based on your business situation and urgency. You
may also contact the Americas support manager at 1-678-446-9554.
Non-Technical Incidents
For questions that are non-technical in nature, such as how to use our website, general licensing
information, or information about your support contract, you can log an incident at:
www.hp.com/go/hpsoftwaresupport/casemanager/submitcase
Select the non-technical case radio button on the right hand side of the website and indicate the
general category of your question. After it is submitted, an HP representative will be in contact.
You may also contact [email protected] for assistance with non-technical issues.
Testing Your Issue
Support recommends that you always move your troubleshooting process into your design
environment. Many issues arise in production testing. Because the HP Exstream Design and Production
engine is the same code base in almost every situation, you can duplicate the issue on your desktop.
Important Note: The NT Local engine is the engine distributed with the Design and Production
workstation executables. It is functionally identical to the NT Production Engine, with the exception of
the debug/trace functionality and a generic watermark message it places on each page.
Submitting a local test case helps Support quickly and accurately troubleshoot any technical issue
reported through SSO. Support uses the NT Local Engine to make the first Engine test because it is the
easiest for Support or Development to debug. Since Support replicates more than 95% of submitted
cases on the NT Local Engine, it is best to test all issues on your workstations with this Engine before
submitting them via SSO.
The best way to replicate an issue is to go from start to finish. To do this, Support must package your
application and run the Engine, which requires test data source files. Support requires the application
and all supporting files for maximum flexibility when testing a case (See The Test Case section and the
Required Files section in this guide for more information).
The Test Case
Support may need various files to reproduce your case. HP Exstream Design and Production
applications are very dynamic. Even if two people design the same basic application at the same time,
October 2012
they are probably not identical. The quickest way to get a solution is to provide Support with your
application and files when you submit a case. Support will not create a test case to replicate an issue.
All defects and technical design-related questions must be accompanied by a test case, including the
application and all the data files necessary to run it.
Required Files
Support will need the following:





The application. HP Exstream Design and Production allows for object unloading, so only the
application at fault can be extracted and provided (XOB).
The files* required to run the application. They must be in the same format the engine expects
them, regardless of platform. If you performed any desktop troubleshooting, these files are the
”local mode”’ data.
Any control files you are using.
A copy of your engine message file from a run where the issue occurs. Include this even if the issue
does not seem to be detailed in the message file; Support can still get important information from
this file.
Other files external to HP Exstream Design and Production, such as resource manager files,
images, RTF files, and, if using non-standard resources, the fonts used.
You do not need to provide Support with a .pub file. With the application provided in XOB format,
Support recreates the .pub file based on their operating environment.
* Before you send data to HP Exstream, you should cleanse the data, making sure not to include
personal identification information (such as names, Social Security numbers, and so forth). Please
notify HP Exstream in writing prior to sending data to us with personal information. We are not
responsible for personal data that you should not have sent. HP Exstream version 6.0 (and later) has
the ”private data fields” feature, which can be utilized to create cleansed data. Please see the
documentation set for more information.
Additional Files for Production Engine Problems
If you encounter an issue that occurs only with your HP Exstream production engine, Support may
require additional files, depending on the production environment. If you are having issues with the
Windows NT HP Exstream production engine, the standard test case files suffice.
For z/OS engine issues, Support requires your JCL, control file, and any procedures you are using. These
files have a direct bearing on the engine and could be the source of the issue. You must download your
files from the mainframe (usually as binary CRLF), so Support can upload them to our local mainframe.
This process takes longer than usual because Support must modify your JCL and control file to match
the HLQ and PDS structure.
For UNIX issues, Support requires the scripts that launch the HP Exstream production engine with the
standard package of files.
Testing on a production platform takes longer than testing on NT. You are encouraged to test on NT
before submitting cases to Support.
October 2012
Archive Files
Archives are files that contain other files. Typically, the files in an archive are compressed. Archives
usually have file names ending with .zip, .gz, or .tar, depending on how they were created. Archive files
save time and space and increase the speed at which you can download software and transferfiles
through SSO.
How Does Support Use a Test Case?
Support uses your test case to examine all properties and objects specific to your application. The test
case lets Support view the parameters you have selected for the environment, output devices, and
queues—and it provides an accurate response to your specific concern. You use SSO to enter
information about your test case in the case details.
Support prefers that you include an XOB (or Access database using UpdateDB to copy it to Access if
using a non-Access database platform) and all data files necessary to run your application. Depending
on your platform, Support may request that you provide a backup of your Oracle, MS SQL Server, or
DB2 database.
Maintenance Priority and Delivery
After HP Exstream corrects a defect, it is compiled into the latest build of the software. This build then
passes through our Quality Assurance regression processes, and, when approved, will be made
available on our website in one of two ways:
Periodically, we provide a Maintenance Release. This is a full suite of all products at the new build level
(for example.,7.0.624) including HP Exstream Design and Production, Interactive Documents, Remote
Collaboration, Output Productivity Tools, LAL, Command Center, Delivery Manager, and the Connectors.
The current schedule for maintenance releases is as follows:
7.0
~Monthly, posted to MyUpdates
8.0
~Monthly, posted to MyUpdates
Maintenance Releases
~Monthly, posted to dedicated HPRC FTP site
Output Productivity Tools
~Semi-annually, posted to MyUpdates
Live Application Library
~Semi-annually, posted to MyUpdates
Delivery Manager
As needed – and coincident with new releases of Delivery
Manager and Command Center, posted to MyUpdates
Command Center
As needed – and coincident with new releases of Command
Center, posted to MyUpdates
October 2012
Connectors
As needed— and coincident with HP Design and Production
maintenance. Posted to MyUpdates
Release frequencies can fluctuate based on business conditions. Version means a release of software
that contains new features, enhancements, and/or maintenance updates, or for certain software, a
collection of revisions packaged into a single entity and, as such, made available by HP to its customers
(also called a Release).
Provided that a customer is current on Support, software versions or maintenance updates, if available,
may be ordered separately or may be available through software Support. HP reserves the right to
require additional licenses and fees for software versions or separately purchased maintenance
updates or for use of the software in conjunction with upgraded hardware or software. Software
versions are subject to the license terms in effect on the date that HP delivers or makes the version
available to customer.
In all cases, a production down issue results in a new build as soon as the fix is tested and ready for
release. Production down issues are not subject to the previously mentioned schedule and are
delivered through a temporary FTP site.
To be responsive to our customers who are experiencing defects, the previously mentioned approach is
not suitable for expedited delivery. The second method is a sub-set delivery referred to as a “Latest
Available” release. In this method, we release each component as soon as it has passed module
regression testing, regardless of the status of the other products in our suite. We target these releases
specifically to customers who have corrections in that build, though the software will be available
online for all customers. Releases made in this manner contain the prefix ‘LA’ in the naming convention
(for example, EX_LA_7.0.622_143022.zip).
HP Exstream documents the fixes that are applied to each release. Both the maintenance release and
the latest available release include these release notes.
Important Note: We cannot make a code correction to the specific maintenance build in which the case
was originally reported. All corrections are made in the latest code based on the next scheduled release
for the major version of the product in which the issue is reported. For example, if the version in which
you are experiencing a problem is 7.0.617, and our latest available release is 7.0.623, then any fix
provided will be in version 7.0.624 or later. The correction cannot be applied to 7.0.617.
Supported Versions and Obsolescence

Support will be provided for a minimum of 36 months for any new releases.

Extended support plans may be available for specific out of support products.

We offer a professional services upgrade program to consult with customers and assist them with
the upgrade process.
October 2012
Replacement Product
If HP stops providing Support on a software product and subsequently renames or reissues a software
product that has similar pricing, features and functionality of the original software product, as
reasonably determined by HP (“Replacement Product”), HP will make available to the customer such
new software product at no additional cost, provided that the customer as paid all applicable Support
fees through to the date of cessation of Support and such Replacement Product is available at no
additional charge to all HP customers current on Support services. However, the customer’s right to
use the Replacement Product will be restricted to the features and functionality existing in the original
software product.
Consistent Coverage Policy
HP has a Consistent Coverage requirement for Support services on software. Customers must
consistently support all or none of their licensed software. HP’s consistent coverage policy is as
follows:
1. Customers must either order support for all of their licensed software or elect to support none
of their licensed software on a product-by-product basis.
2. Add-on modules require consistent support across all related modules.
3. Customers have the option to support all or none of their software that is in use. This option
requires the customer to sign a Maintenance Decline Notification letter certifying that the
software licenses that will not be supported are no longer in use and will not be put back into
use until after support for those licenses is reinstated.
Operating system change
HP will permit a customer who is current on maintenance to transfer its license rights for the software
on any non-mainframe server-based operating systems to another non-mainframe server-based
operating system that is generally available at the time of the transfer at no charge. Such transfers are
subject to HP’s then current transfer policy and procedures. The customer shall be required to
complete and execute a “NON-MAINFRAME OPERATING SYSTEM CHANGE REQUEST FORM” which may be
obtained from HP upon written request.”
Escalations
If at any time a software code requires correction during the maintenance delivery cycle, or if the
resolution time has exceeded the expected time as noted, the case can be escalated by request to the
HP Exstream Support escalations manager or your HP Exstream account manager. Support
management will monitor all escalations and notify and involve senior HP management, as required.
October 2012
Support Tools
Software Support Online (SSO)
Software Support Online (SSO) is an online support portal that provides a fast and efficient way to
access interactive technical support tools needed to manage and optimize your business. SSO provides
you with the following:






Online accesses to the HP knowledgebase of thousands of documents
Online case submittal and tracking
Information on available HP services and Support offerings
Software updates
Enhancement requests
Latest information on HP software support
For information about how to navigate SSO and to take full advantage of all of its features, please take
a few minutes to review the online training guide at:
http://support.openview.hp.com/pdf/sso/index.html
MyUpdates – Software Update Portal
MyUpdates has replaced Software Update Manager for HP Exstream products. You can download the
latest version of software from My Updates. To access My Updates, you will need your HP Passport
login and Support Agreement Identifier (SAID). My Updates can be accessed from the SSO portal at
www.hp.com/software/updates. There are many advantages to My Updates, including the following:
 Direct access using a single-sign-on to the portal from SSO (at
www.hp.com/go/hpsoftwaresupport > Downloads or directly through
www.hp.com/software/updates)
 Easy download of the latest software version under support
 Accessible by multiple persons
Support customers can tie their SAID to their HP Passport profile.
SAIDs will be listed in the users view at My Updates under select an SAID. Further information on
MyUpdate can be found in the frequently asked questions section of the My Update portal.
Customers can also register for HP Alerts to receive proactive email notifications of product updates,
obsolescence, and migration information. This can be done at www.hp.com/go/driversignup.
October 2012
Customer Communications
In order to keep you updated with the latest support information, you will receive email notifications
from HP’s Subscriber’s Choice. You can sign up to receive email notifications when new software
versions are available.
 Visit Subscriber’s Choice at:
https://h30046.www3.hp.com/SubChoice/country/us/en/subhub.aspx.
 Log in using your HP Passport account.
 If you have never accessed Subscriber’s Choice before, click the Register button under New
Subscriber?
 Enter your email address and select your country.
 Click the check box next to Driver and Support alerts.
 Click the Continue button at the bottom of the page.
 Under column A, click the + sign next to Software.
 Locate the product of interest and click on it.
 Select the product in column B.
 Complete the information in the rest of the form and click the Submit button.
 You can select additional products by selecting the products in columns A and B on the next
screen.
For more information about Subscriber’s Choice,
see: https://h30046.www3.hp.com/SubChoice/country/us/en/faq.aspx
Customer Support Information Website
HP recommends that you bookmark and frequently review the HP Exstream Customer Support website
at www.hp.com/go/exstreamsupportresources. This site has up-to-the-minute information about
Support alerts, product announcements, helpful documentation, and much more.
Support Documentation
You can search for support documentation to help resolve technical questions. Access SSO at
http://www.hp.com/go/hpsoftwaresupport. Enter in the key words to describe your question or issue
in the search box at the top of the page. Click the arrow next to the search box to see the resulting
documents.
You can also use the advanced search capability on SSO. After logging into SSO, click the Self Solve tab.
Enter in the key words to describe your question in the search box. Narrow your search results by
selecting the product, version, operating system, and document types of interest. Click the Search
button at the bottom of the page to review your results.
October 2012
HP Software Support Terms
This support offering is governed by the HP Single Order Terms for Support, unless otherwise specified
in the Support quotation document (“the Terms”). All capitalized terms used in this data sheet, but not
otherwise defined, will have the meaning assigned to them in the Terms. In the event of conflicts
between this data sheet and the Terms, this data sheet shall take precedence. The following additional
terms are hereby incorporated into this datasheet:
General
Exclusions
HP is not obligated to provide warranty services or support for any claims resulting from:
Improper site preparation, or site or environmental conditions that do not conform to HP’s site
specifications; Customer’s non-compliance with HP specification, statements of work or this
datasheet; Improper or inadequate maintenance or calibration; Customer or third-party media,
software, interfacing, supplies, or other products; Modifications not performed or authorized
by HP; Virus, infection, worm or similar malicious code not introduced by HP; or Abuse,
negligence, accident, loss or damage in transit, fire or water damage, electrical disturbances,
transportation by customer, or other causes beyond HP’s control.
Local Availability
Customer may order support from HP’s current support offerings. Some offerings, features,
and coverage (and related software) may not be available in all countries or areas. In addition,
delivery of support outside of the applicable HP coverage areas may be subject to travel
charges, longer response times, reduced restoration or repair commitments, and reduced
coverage hours.
Relocation
Relocation of any software under support is the responsibility of customer and is subject to
local availability, and may result in changes to support fees. Reasonable advance notice to HP
may be required to begin support after relocation. For software products, any relocation is also
subject to the license terms for such software. Customer may be required to execute amended
or new Transaction Documents as a result of relocation.
Service Providers
HP reserves the right and customer agrees to HP’s use of HP-authorized service providers to
assist in the delivery of support.
Modifications
Customer will allow HP, at HP’s request and at no additional charge, to modify software to
improve operation, supportability, and reliability, or to meet legal requirements.
Force Majeure
October 2012
Neither party will be liable for performance delays nor for non-performance due to causes
beyond its reasonable control; however, will this provision not apply to customer’s payment
obligations.
Site and product access
Customer shall provide HP access to the software covered under support; and if applicable,
adequate working space and facilities within a reasonable distance of the software; access to
and use of information, customer resources, and facilities as reasonably determined necessary
by HP to service the software; and the other access requirements described in the this data
sheet. If customer fails to provide such access, resulting in HP’s inability to provide support, HP
shall be entitled to charge customer for the support call at HP’s published service rates.
Customer is responsible for removing any software ineligible for support, as advised by HP, to
allow HP to perform support. If delivery of support is made more difficult because of ineligible
software, HP will charge customer for the extra work at HP’s published service rates.
Software Support
Eligibility
Customer may purchase available software support for HP branded software only if customer
can provide evidence it has rightfully acquired an appropriate HP license for such software. HP
will be under no obligation to provide support due to any alterations or modifications to the
software not authorized by HP or for software for which customer cannot provide a sufficient
proof of a valid license.
Use of proprietary service tools for support
HP will require customer’s use of certain hardware and/or software system and network
diagnostic and maintenance programs (“Proprietary Service Tools”), as well as certain
diagnostic tools that may be included as part of the customer’s system, for delivery of support
under certain coverage levels. Proprietary Service Tools are and remain the sole and exclusive
property of HP, are provided “as is,” and include, but are not limited to: remote fault
management software, network support tools, Insight Manager, Instant Support, and Instant
Support Enterprise Edition (known as “ISEE”). Proprietary Service Tools may reside on the
customer’s systems or sites. Customer may only use the Proprietary Service Tools during the
applicable support coverage period and only as allowed by HP. Customer may not sell, transfer,
assign, pledge, or in any way encumber or convey the Proprietary Service Tools. Upon
termination of support, customer will return the Proprietary Service Tools or allow HP to
remove these Proprietary Service Tools. Customer will also be required to:
Allow HP to keep the Proprietary Service Tools resident on customer’s systems or in sites and
assist HP in running them;
a) Install Proprietary Service Tools, including installation of any required updates and
patches;
October 2012
b) Use the electronic data transfer capability to inform HP of events identified by the
software;
c) If required, purchase HP-specified remote connection hardware for systems with
remote diagnosis service, and
d) Provide remote connectivity through an approved communications line.
Customer responsibilities
Data Backup
To reconstruct lost or altered customer files, data, or programs, customer must maintain a
separate backup system or procedure that is not dependent on the software under support.
Temporary Workarounds
Customer will implement temporary procedures or workarounds provided by HP while HP
works on permanent solutions.
Hazardous Environment
Customer will notify HP if customer uses software in an environment that poses a potential
health or safety hazard to HP employees or subcontractors. HP may require customer to
maintain such software under HP supervision and may postpone service until customer
remedies such hazards.
Authorized Representative
Customer will have a representative present when HP provides support at customer’s site.
Software List
Customer will create and maintain a list of all software under support including: the location of
the software and coverage levels. Customer shall keep the list updated during the applicable
support period.
Solution Center Designated Callers
You will identify a reasonable number of callers, as determined by HP and Customer
(“Designated Callers”), who may access HP’s customer Support call centers (“Solution Centers”)
or online help tools.
Solution Center Caller Qualifications
Designated Callers must be generally knowledgeable and demonstrate technical aptitude in
system administration, system management, and, if applicable, network administration and
management and diagnostic testing. HP may review and discuss with you any Designated
Caller’s experience to determine initial eligibility. If issues arise during a call to the Solution
Center that, in HP’s reasonable opinion, may be a result of a Designated Caller’s lack of general
experience and training, you may be required to replace that Designated Caller. All Designated
October 2012
Callers must have the proper system identifier as provided to you when Support is initiated.
Solution Centers may provide support in English or local languages, or both.
Service eligibility
Return to Support
If you allow support to lapse, HP may charge you additional fees to resume support or require
you to perform certain hardware or software upgrades.
General provisions
Pricing
Except for prepaid support or if otherwise agreed in writing, HP may change support prices
upon sixty (60) days’ written notice.
Cancellation
Customer may cancel Support orders or delete Products from Support upon thirty (30) days
written notice, subject to HP Exstream Consistent Coverage Policy and unless otherwise stated
in a legal quote or mutually executed document. HP may discontinue Support for Products and
specific Support services no longer included in HP's Support offering upon sixty (60) days
written notice, unless otherwise stated in a legal quote or mutually executed document. If
Customer cancels prepaid Support, HP will refund Customer a pro-rata amount for the unused
prepaid Support, subject to any restrictions or applicable early termination fees as set forth in a
mutually executed document.
Additional Services
Additional services performed by HP at your request, and that are not included in your
purchased support, will be chargeable at the applicable published service rates for the country
where the service is performed.
October 2012