Warranty Questions
Q
: What is the intention of the HP Netserver Warranty?
A
: The HP Netserver Warranty is intended to protect the user from any defects in workmanship or materials of the hardware product for a period of time after the purchase. Though some limited technical support is available during the warranty period to assist you with installation and setup, the HP Netserver Warranty is not a substitute for network or server application support services to assist you during normal operation of your HP Netserver.
Q
: When does the warranty begin?
A
: HP's warranty begins when you receive your HP Netserver.
Q
: What is the warranty on HP hardware add-ons to the HP Netserver?
A
: There are two (2) scenarios to consider here: whether the HP Netserver Hardware accessory was purchased with the HP Netserver, or separately at some later date. If the HP Netserver Hardware accessory was purchased with the server, then the accessory can take on the warranty of the server, except as noted in the warranty statement. If the accessory was purchased after the initial server purchase, then the accessory has a one (1) year Return-to-HP/Reseller warranty, or assumes the remaining warranty of the original HP Netserver in which it is installed, whichever is longer.
Q
: What are some examples of HP Netserver Hardware Accessories that would qualify?
A
: Accessories that are specifically designed to be used with HP Netservers, such as HP memory modules, HP disk drives, and HP processor upgrade kits, that are integrated into the system processor unit are some examples of accessories that qualify. Additionally, these accessories must be listed as products on HP's Corporate Price List.
Q
: What about HP Printers or HP External Storage Subsystems?
A
: Accessories or peripherals, external to the HP Netserver system processor unit, carry their own warranty. Check the documentation accompanying the product for additional information.
Q
: Will adding third-party memory or disk drives void the warranty?
A
: Adding third-party memory or disk drives does not void the warranty. However, there are some implications when you need technical support. For example, when the memory used may relate to the problem you are experiencing, you will be asked to remove the third-party memory to confirm the problem still exists before a service provider is dispatched. HP does not cover on-site visits caused by third-party products, whether internal or external to the HP Netserver system processor unit.
Q
: What is not covered by this limited warranty?
A
: The following are some examples of items that are not covered.
Product purchased from anyone other than HP or an Authorized HP Reseller.
Consumables such as batteries.
Software products, except for HP-developed utility software.
Routine cleaning, or normal cosmetic and mechanical wear.
Damage from misuse, abuse, or neglect.
Damage from use outside the product's usage or storage parameters.
Damage from use of parts not manufactured or sold by HP.
Damage from modification or incorporation into other products.
Damage from repair or replacement of warranted parts by other than HP or an Authorized Service Provider.
Damage to or loss of any programs, data, or removable storage media.
Q
: How will the HP Netserver be serviced during the warranty period?
A
: Depending on the component needing repair or replacement, HP or the reseller will select one (1) of three (3) options for servicing your HP Netserver. Service will be provided at the premises or on-site, by the Return-to-HP/Reseller process, or by the Customer Replacement Part process.
Q
: What is the Customer Replacement Part process?
A
: HP Netserver components, such as the keyboard, mouse, and selected other components, can be sent directly to you to replace at your convenience. HP will prepay shipping charges, duty, and taxes; provide telephone assistance on replacement of the component; and pay shipping charges, duty, and taxes for components to be returned to HP.
Q
: What is the response time for on-site warranty service?
A
: The standard response time for on-site warranty service is end of next business day. All response commitments are based on commercially-reasonable efforts by HP and HP Authorized Service Providers.
Q
: Can I keep the defective part that is being replaced?
A
: No. All removed parts, in their entirety, become the property of HP. The replacement part then becomes your property.
Q
: What is the warranty on the replacement part?
A
: The replacement part assumes the remaining warranty of the part it replaces.
Q
: Are product upgrades, such as new drivers or BIOS, eligible for on-site warranty service?
A
: Product upgrades, such as new revisions of drivers or BIOS, are not eligible for on-site services under warranty. Self-help tools, described later in this document, are available for you to download drivers at the recommendation of HP or the reseller support representative. If you need professional services to assist you with upgrades, contact your reseller or HP.
Q
: If I have a hardware failure, how will my HP Netserver be restored?
A
: HP or the reseller will restore the HP Netserver to factory original hardware functionality. You are responsible for restoring any Network Operating System, applications, or data. Therefore, it is important that you back up your software and data, and keep them in a secure location in case you need to reconstruct lost or altered files, data, or programs.
Q
: What are my options if I want network or server application software support?
A
: Network or server application software support services are available to complement the HP Netserver Warranty. Examples of these services include:
Additionally, these services can be customized to the business requirements (standard hours or 7x24 coverage) to provide a total hardware and software solution. These services are available from HP or an Authorized HP Reseller at additional charge.
Q
: What are my responsibilities during warranty?
A
: Your responsibilities, before service is provided under warranty, include the following:
Have the HP Netserver system administrator available for consultation with HP or the reseller support representative; and
Run HP-supplied configuration and diagnostics programs or follow the problem determination, problem analysis, and service request procedures that HP or the reseller support representative provides.
In many cases, the problem can be resolved over the telephone or the problem can be further isolated so that the correct parts are identified if on-site service is necessary.
Q
: Where can I find warranty documentation?
A
: The HP Netserver is packaged with warranty and service information that details the warranty terms and conditions. The warranty and service information is the legal warranty document and contains information on the warranty coverage type and length.
Q
: What can I do to optimize the reliability of my system and the integrity of my data?
A
: For maximum system reliability and data integrity, here are some recommendations:
Ensure that all HP Netserver covers, panels, and board retainers are in place to provide proper airflow whether the system is free-standing, rack-mounted, or being shipped.
Establish and practice back-up procedures for the data and programs to minimize any disruptions to business in case of a hardware failure.
Use current driver and software revision levels to optimize the server environment.
Q
: If I sell my HP Netserver during the warranty period, is the warranty transferable to the new owner?
A
: No, the warranty only applies to the original owner.
Q
: How do I obtain technical support?
A
: During the warranty period, telephone technical support is available to assist with setup, configuration, startup, and troubleshooting of the hardware product.
U.S. and Canada
Contact the reseller or HP Customer Support Center (Colorado)
1-970-635-1000
Europe
Contact the reseller or HP Customer Support Center (Netherlands)
| Other Countries
|
|---|
| France
|
50 43 9853
|
| United Kingdom
|
0171 512 5202
|
| Germany
|
50 43 9853
|
| Italy
|
02 2 641 0350
|
| Sweden
|
08 619 2170
|
| Belgium (Dutch)
|
02 626 8806
|
| Austria
|
3929 4099
|
| Switzerland (German)
|
0848 80 11 11
|
| Switzerland (French)
|
0848 80 11 11
|
| Spain
|
902 321 123
|
| Norway
|
22 11 6299
|
| Ireland
|
01 662 5525
|
| Netherlands
|
020 6068751
|
| * The number for France will change on October 18, 1996 to 04 50 43 9853.
|
| Asia/Pacific
|
| Singapore
|
272-5300
|
| Malaysia
|
295-2566
|
| Hong Kong
|
Hong Kong
|
| Indonesia
|
350-3408
|
| Thailand
|
661-4011
|
| China
|
010-62625666 ext CSC
|
Other Countries
For hardware service, contact the reseller or HP sales office. For telephone support, contact the reseller.
Q
: What information do I need to provide when I call for technical support?
A
: To enable HP to assist you more quickly and efficiently, please follow this checklist:
Consult the documentation provided with your product to assure that the system features are properly configured.
Execute the diagnostics provided and record the information. Consult the accompanying documentation for instructions.
Record the following information:
Product model name and number
Product serial number
Applicable error messages from system or diagnostics
Applicable hardware driver revision levels
Add-on boards or hardware
Third-party hardware or software
Operating system type and revision level
Most of this information can be obtained by using HP Toptools.
Q
: How can I track changes that could affect the operation of my HP Netserver?
A
: Many customers have found it extremely useful to keep a system log. This could be a simple binder with a log of when hardware, software, and firmware changes are made, copies of proof of purchase documents for the HP Netserver and all accessories, and copies of key configuration files. The ongoing investment of a few minutes to document changes will enable HP or the reseller to assist you more quickly and efficiently.
Q
: What can I do to stay current on product updates or enhancements to my server?
A
: Self-help tools are available that enable you to obtain technical information, download product updates, or participate in interactive forums with other HP Netserver customers. These tools are available for you to use 24 hours a day, 7 days a week. More detailed information regarding these tools may be obtained at the HP home page on the Internet World Wide Web.
|
|
|---|
| Bulletin Board Service
|
1-408-553-3500
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| Internet World Wide Web
|
http://www.hp.com
|
| HP Forum on CompuServe
|
800-333-1917 (U.S.) - OR - 208-344-4809 (outside U.S.)
|
| Fax Retrieval System
|
800-333-1917 (U.S.) - OR - 208-344-4809 (outside U.S.)
|
| Audio Tips
|
800-333-1917 (U.S.) - OR - 208-344-4809 (outside U.S.)
|
Q
: What kind of warranty upgrades are available?
A
: If your business environment requires coverage after business hours, 24 hours a day, or faster response time, enhanced hardware warranty services are available from HP or an Authorized HP Reseller at an additional charge.
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