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6 Hewlett Packard Support and Information Services
Summary
6
Support /Information
Summary
The table below summarizes the services and support available from
HP or authorized resellers.
Service Covers Period
covered
Response
time
Fee When
available
Purchase
from
HP
SupportPack
on-site
service
Parts and labor for HP
products.
First three years. Next working day. One fee which
covers the three
years.
Within 30 days
of purchase.
HP Authorized
reseller.
HP Support
Assistant
CD-ROM containing:
Product Manuals,
Technical Information
and Product features.
Released
quarterly.
N/A Annual
subscription.
Anytime. HP.
Electronic
services
Technical information,
drivers, utilities, tools
and diagnostics.
Anytime. 24-hour access. No charge. Anytime. HP BBS,
WWW,
CompuServe,
America
Online.
Technical
Phone
support
Basic assistance for
PC setup,
configuration,
start-up and
hardware diagnosis.
First year. Business hours. No charge. At time of
purchase.
HP.
Lifeline
phone
support
Basic assistance for
PC setup,
configuration,
start-up and
hardware diagnosis.
After first year. Business hours. Per- call fee,
no time limit.
Anytime after
first year.
HP.
HP Network
Phone-in
support
Advanced remote
technical support for
multivendor
networked
environments.
Annual contract. Business hours:
24-hour/ 7-day
service also
available.
Annual fee, or
minimum fee
per incident.
Anytime. HP Authorized
reseller.
Service
Contracts
Technical Support. Customer
defined.
As required. Annual fee, or
fee per incident.
Anytime. Reseller.
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