HP PC-LAN Support Service, Technical Data
HP PC-LAN Support service provides you with a single source of support
for your PC-based local area network (LAN) and associated products. Now
you don't have to manage multiple service agreements or decide who to
call for service. A single call to Hewlett-Packard institutes the
support you need and provides maximum uptime and user productivity, at
minimum cost.

[Figure 1 (photo)  Caption: none]

HP's commitment to multivendor software and hardware support, combined
with state-of-the-art remote diagnostic capabilities, keeps your LAN
operating properly and minimizes interruptions to your business.
Skilled, factory-authorized HP personnel, backed by the HP Response
Center, ensure that you receive high-quality support from an industry
leader.
   HP PC-LAN Support service provides flexible and cost-effective
coverage. You can select the type of service and support that suits
your specific business needs and budgets.

Features
o One phone call, single point of contact
o Fast response time
o Support for most popular LAN products
o Remote diagnostic software and modem
o Multivendor problem resolution

Benefits to You
o Prompt resolution of your LAN problems
o Minimal network downtime
o HP service on all your LAN products
o Freedom from managing multiple service contracts
Prompt Resolution of Your LAN Problems
   With HP PC-LAN Support service, a diagnostic modem becomes an
integral part of your LAN. An HP support representative installs the
modem and diagnostic software once your LAN's operation has been
verified. The HP Response Center, working with the latest diagnostic
technology, performs remote problem diagnosis when you need it. HP's
network support specialists, in coordination with your network
operator, have direct access to your LAN, ensuring that necessary
resources are available to return your network to normal operation.
   Minimal Network Downtime
When you have a network problem, you need help quickly because the
availability of your network is critical to your business. Within two
hours after calling, your network operator will be talking to an
HP Response Center network support specialist. If network diagnosis
indicates a problem with your LAN server hardware, HP dispatches a
support specialist on the same day to initiate an on-site repair.
   HP Service on All Your LAN Products
As a qualified service provider for many leading LAN vendors,
HP delivers the same comprehensive support for your multivendor LAN
that you have come to expect for your HP products. HP's access to
training, parts, and technical expertise ensures that you receive the
high-quality support that is crucial to your business success.
   Freedom from Managing Multiple Service Contracts
With HP PC-LAN Support service, one call to the HP Response Center
initiates the problem-resolution process. Many problems, such as
configuration errors, can be resolved immediately over the telephone.
If the problem requires on-site resources, HP dispatches a highly
trained support specialist who is equipped with sophisticated test
equipment and technical information about your LAN. Within 48 business
hours, HP will repair all LAN peripherals and workstations also covered
under an HP maintenance agreement.
   HP's support specialists repair many popular multivendor workstation
products from such vendors as Novell, 3Com, IBM, Apple, Compaq, DEC,
Epson, Hayes, Okidata, Televideo, and many others. Whether the problem
occurs with multivendor hardware or software, you can rely on HP for
support of all eligible products.

Specifications
Coverage Hours
   Your network operator may contact the HP Response Center for
assistance between 8:00 am and 5:00 pm local time, Monday through
Friday, excluding HP holidays (and subject to local availability).
   Response Time
If you need on-site assistance, Hewlett-Packard's on-site response for
LAN server hardware maintenance will be within 4 coverage hours between
8:00 am and 5:00 pm from the time the HP Response Center initiates a
dispatch.
   Response time for LAN work-stations or peripherals is governed by
the response time specified in the hardware maintenance agreement for
the networked products. It is calculated from the time the HP Response
Center dispatches a support representative to your site.

Customer 's Responsibilities
Prerequisites.
   At the time service coverage begins, your network must be fully
operational. Prior to such coverage, an HP support representative will
perform an on-site verification procedure. If the network requires
service prior to coverage, you can purchase HP assistance at standard
service rates.
   Remote Support.
When remote diagnostics are necessary, you must allow the HP Response
Center remote access to your LAN via a direct-dial, voice-grade
telephone line hookup to the diagnostic modem.
   Network Operator.
You must identify a network operator and alternate as persons
responsible for network operation. These will be the primary contacts
for Hewlett-Packard and will be the callers authorized to contact the
HP Response Center for assistance under HP PC-LAN Support service.
   The network operator is responsible for contacting the HP Response
Center and coordinating necessary internal customer resources. The
network operator also works with HP to maintain accurate network
documentation, and notifies HP when major configuration changes occur
on the network.
   The network operator and alternate need a basic understanding of
LANs, LAN operating software, and application software. Both may be
required to attend selected HP training courses. Your HP support
representative can help you determine detailed training requirements.

Eligibility
Product Requirements.
   Each HP-serviceable personal computer or peripheral on your network
can be supported by HP SuccessLine service. (A peripheral is defined as
a printer, plotter, modem, gateway, bridge, hub, or external disk
drive.)
   Other Products.
HP supports many popular LAN software and hardware products from a
number of manufacturers. Please contact your HP support representative
for a complete list of eligible products.

Site Requirements.
Your network must be:
o Installed in sites that meet the site specifications set out in
  applicable product documentation
o Located in specific service travel zones
o Located in stationary facilities (e.g., excluding mobile vans, ships,
  airlines, and railroad cars)

Limitations
HP PC-LAN Support service is subject to local availability.

Ordering Information
The number of servers on your LAN determines the price of HP PC-LAN
Support service, and is based on HP's standard price for LAN servers.
To obtain additional information or to order HP PC-LAN Support service,
please contact your HP support representative.
   For more information, call your local HP sales office listed in your
telephone directory or an HP regional office for the location of your
nearest sales office.

From HP Networking Communications Specifications Guide,
   5091-3821E, 9205, p 701
Associated files:  aa3821nd.tif
HP PC-LAN Support Service, Technical Data