1995-118-Execute An Agreement With Hewlett Packard For Support Services For The Los Gatos Police DepartmentRESOLUTION 1995 - 118
RESOLUTION OF THE TOWN OF LOS GATOS
AUTHORIZING THE TOWN MANAGER TO EXECUTE
AN AGREEMENT WITH HEWLETT PACKARD FOR
SUPPORT SERVICES FOR THE
LOS GATOS POLICE DEPARTMENT
WHEREAS, an agreement for support services to the Police Department's computer
system is necessary to maintain its operational condition; and,
Packard;
WHEREAS, a twelve -month support services agreement is offered by Hewlett
NOW, THEREFORE, BE IT RESOLVED, by the Town Council of the Town of
Los Gatos, County of Santa Clara, State of California, that the Town Manager is authorized, and
is hereby directed, to execute an agreement with Hewlett Packard for support services attached
as Exhibit A in the name and on behalf of the Town of Los Gatos.
PASSED AND ADOPTED at a regular meeting of the Town Council of the Town
of Los Gatos, California, held on the 5th day of September, 1995 by the following vote:
COUNCIL MEMBERS:
AYES: Randy Attaway, Joanne Benjamin, Steven Blanton, Linda Lubeck,
Mayor Patrick O'Laughlin
NAYS: None
ABSENT: None
ABSTAIN: None
SIGNED: k k IN
MAYOR OF THE TOW OF LOS GATOS
LOS GATOS, CALIFORNIA
ATTEST:
CLERK OF THE TOWN OF OS GATOS�
LOS GATOS, CALIFORNIA
Debra Texada
HEWLETT- PACKARD CO.
8000 Foothills Blvd. MS: 5529
Roseville, CA 95747 -5529
(800) 386 -1115 x7960
TAM MCMARTY
LOS GATOS POLICE DEPARTMENT
110 E. MAIN STREET
LOS GATOS CA 95032
Dear TAM MCMARTY
HEWLETT
PACKARD
We are writing to you for three important reasons:
• One, to thank you for the opportunity of serving you over the past year
• Two, to let you know that your current authorization for Hewlett- Packard support is
about to expire
• Three, to acquaint you with HP's NEW support framework... System Support
Enclosed is a proposal to renew your current support agreement. HP's System Support
proposal has a new look which should be easier to read (summarizes all support charges)
and manage (continues to list all your supported products and services). Your invoice
will also sport a new look, summarizing your charges by group of products and /or
services. We hope you like the new System Support framework. To learn more about it,
refer to the attached data sheets.
Please review this proposal's services, support items, coverage dates, address and
company contacts and advise us of any changes. Prices will remain firm for 90 days.
Terms and Conditions have already been established, and a copy is enclosed for your
reference.
To initiate support services, please provide billing authorization by choosing one of the
following convenient options. Please mark your selection, sign below (if applicable) and
return your reply to my attention:
Sign below to authorize an "OPEN ENDED" purchase order which
will allow us to add products to your agreement as necessary
and continue your support from year to year. This saves you
the time and expense associated with issuing a new P.O. each
time support is added, price changes occur, or end dates are
reached. You will be repriced annually and given 60 -days
notice. Cancellation requires 30 -days written notice.
Sign below and Hewlett - Packard will bill against your signa-
ture for a limited 12 -month period (annual invoicing).
Issue a Purchase Order referencing the support agreement number(s)
listed on the enclosed package, desired invoicing schedule and total
charges.
Sales tax will be added when applicable with all options. Some state laws require that
sales tax be applied to both hardware and software support when purchased together. If
you are tax exempt, please send us a copy of your exemption certificate.
We thank you for the opportunity to meet your support needs and look forward to serving
you in the months ahead. Please don't hesitate to call us at the telephone number on the
enclosed business card for further assistance.
Sincerely,
Debra Texada
Support Agreements Administrator
Enclosure
Support Identifier: 7000TRINI
Authorized Signature
Printed Name DAVID KNAPP
Title TOWN MANAGER
Company: LOS GATOS POLICE DEPARTMENT
APPROVED AS TO FORM:
LARRY ANDERSON, TOWN ATTORNEY
ATTEST:
MARIAN V. COSGROVE, TOWN CLERK
QUOTATION FOR SUPPORT SERVICES HEWLETT VAN' PACKARD
SUPPORT IDENTIFIER: 7000TRINI AGREEMENT START DATE: 07/01/95
SUPPORT AGREEMENT NUMBER: END DATE: 06/30/96
CUSTOMER CONTACT INFORMATION
for Support Services
Please verify names, addresses, and telephone numbers. Contact your Hewlett - Packard Support
Agreements Administrator with any changes.
Support Agreement Contact: TAM MCMARTY
(408) 354 -6843
LOS GATOS POLICE DEPARTMENT
110 E. MAIN STREET
LOS GATOS CA 95032
Hardware System Contact: TAM MCCARTY
(408) 354 -6843
Equipment Location: LOS GATOS POLICE DEPARTMENT
110 E. MAIN STREET
LOS GATOS CA 95032
Software System Manager: TAM MCCARTY
(408) 354.6843
LOS GATOS POLICE DEPARTMENT
110 E. MAIN STREET
LOS GATOS CA 95032
Support Materials Ship -To: TAM MCCARTY
(408) 354 -6843
LOS GATOS POLICE DEPARTMENT
110 E. MAIN STREET
LOS GATOS CA 95032
Comments: For Service please call, (800) 633 -3600
MONTHLY CHARGES ARE $1303.00 PLUS $15.34
(TAX)PER MONTH. TOTAL MONTHLY CHARGE _
$1318.34. TOTAL ANNUAL CHARGE= 15,820.08
ror xr mrernal Use only: Agreement 1
Support Order Number:
Proposal Number: 34157717 Page 1
For HP Internal Use Only: Agreement
Support Order Number:
proposal Number: 34157717 Page
HEWLETT
QUOTATION FOR SUPPORT SERVICES
PACKARD
SUPPORT IDENTIFIER: 7000TRINI AGREEMENT START DATE: 07/01/95
SUPPORT AGREEMENT NUMBER:
END DATE: 06 /30/96
SUPPORT SERVICES SUMMARY
DESCRIPTION OF SUPPORT SERVICES
HP System Support Service. Provides
hardware & software support, assigned
support engineers, patch mgmt., opera-
tional reviews,system release planning &
update installation if applicable.
Item
Product Number opt Description
Qty
List Price
H5356A BP Personalized System Support
1
$ 1,303.00
OP3 4 Hr. on -site response, 24x7
I
ONX Network support
1
AAH DDS cartridge
1
OBJ Manuals on paper only
1
OMG Central system(s) in support group
1
438 HP3000 937RX
1
OMJ 1 -9 systems in support group
1
Total Monthly Extended Charge
$ 1,303.00
NOTE:
Please see the Summary of Charges page for the expected billing by invoice period.
For HP Internal Use Only: Agreement
Support Order Number:
proposal Number: 34157717 Page
QUOTATION FOR SUPPORT SERVICES 10 HEWLETT 7
PACT RD
SUPPORT IDENTEFIER: 7000TRINI
SUPPORT AGREEMENT NUMBER:
AGREEMENT START DATE: 07/01/95
END DATE: 06/30/96
IiARDWARE AND SOFTWARE PRODUCTS SUPPORTED
The following is a list of the products supported under your support services quoted on the previous
page.
Hardware Serial Effective
Product Number Qty Number Description Date
A2416A
I
3404A46016
Series 937RX 4 -slot chassis, installed
07/01/95
A2441A
1
LAN Personality card for base system I/O
07/01/95
C2798AZ
1
Rack Mount kit installed in SPU
07/01/95
A2511AZ
3
64 -MB memory module selection.
07/01/95
A2446A
I
3322AO8223
2 -GB full- height SE SCSI disk.
07/01/95
C2477SZ
1
33191364230
2 -GB DDS DAT.
07/01/95
C1064GZ
1
C1064G 700/96 Console included With SPU
07/01/95
C1064G
1
3346A45333
HP 700/96 Terminal, 14" green display
07/01195
C1064GZ ABA
1
U.S. - English localization
07/01/95
28642A
1
HP 3000 HP -PB SCSI Host Adapter
07101/95
C3024RZ
1
Rack integrated 4 GB of SCSI disks
07/01/95
C3024R
1
Series 6000 SCSI Mass Storage System
07/01/95
C3024N
1
US49001506
Series 6000 SCSI Mass Storage System
07/01/95
C2466R
1
GBO2000992
Model 8000D R DAT Storage Subsystem
07/01/95
C2466R ABA
1
U.S. - English Localization
07/01/95
J2062AZ
1
33421770133
J2062A DTC16iX integrated in cabinet
07/01/95
A1883A
1
1.1 Meter Computer Rack /Cabinet
07101/95
A1883A ABA
1
U.S. - English localization
07/01/95
27285A
1
US40500466
HP AdvanceStack Router 440
07/01/95
28683A
2
HP Fiber -optic Transceiver
07/01/95
28699A
I
SG40400668
HP EtherTwist Hub Plus /48
07/01/95
36923A
1
ThinLAN 3000AX Link.
07/01/95
ror NF Interne, use only: Agreement 1
support Order Number:
Proposal Number: 34157717 Page 3
HEWLETT
QUOTATION FOR SUPPORT SERVICES PACKARD
SUPPORT IDENTIFIER: 7000TRINI AGREEMENT START DATE: 07/01/95
SUPPORT AGREEMENT NUMBER: END DATE: 06/30/96
The following is a list of the products supported under your support services quoted on the previous
page.
Software
Product Number Qty Description
32651B 1 MPE /iX Fundamental Operating Software
32651B UCY 1 40 user license
36923A 1 ThinLAN 3000 /iX Link.
32020A 1 Netware 3.01 for HP 3000.
36367A 1 System Management Core Manual Set
For HP Imemal Use Only: Agreement 1
Support Order Number:
Proposal Number: 34157717 Page 4
QUOTATION FOR SUPPORT SERVICES Ma PAcKA TT
ACKApD
SUPPORT IDENTIFIER: 7000TRINI AGREEMENT START DATE: 07/01/95
SUPPORT AGREEMENT NUMBER: END DATE: 06 /30/96
SUMMARY OF CHARGES
for Support Services
Note: The charges by coverage period reflect additions, deletions, and warranties.
Coverage
Period
Coverage Charges
07/01/95
- 07/31/95
1,303.00
08/01/95
- 08/31/95
1,303.00
09/01/95
- 09/30/95
1,303.00
10/01/95
- 10/31/95
1,303.00
11/01/95
- 11/30/95
1,303.00
12/01/95
-12131/95
1,303.00
01/01/96
- 01/31/96
1,303.00
02/01/96
- 02/29/96
1,303.00
03/01/96
- 03/31/96
1,303.00
04/01/96
- 04/30/96
1,303.00
05/01/96
- 05/31/96
1,303.00
06/01/96
- 06/30/96
1,303.00
Total $ 15,636.00
All quoted prices are valid for 90 days from August 1, 1995
Prices exclude taxes.
Applicable taxes will be added to the invoice.
For HP Intemal Use Only: Agreement 1
support Order Number:
Proposal Number: 34157717 Page 5
HEWLETT
QUOTATION FOR SUPPORT SERVICES ` P_ACKARD
SUPPORT IDENTIFIER: 7000TRINI AGREEMENT START DATE: 07/01/95
SUPPORT AGREEMENT NUMBER: END DATE: 06/30/96
RESPONSE CENTER CALLERS
for Support Services
Please verify names and telephone numbers. Contact your Hewlett - Packard Support Agreements
Administrator with any changes.
Software Support Primary Caller:
Alternate Caller:
After Hours Caller:
For HP Internal Use Only:
Support Order Number:
Proposal Number: 34157717
TAM MCCARTY
(408) 354 -6843
BONNIE ECKERT
LISA DOUGLAS
Agreement 1
Page 6
QUOTATIIOCKFOR SUPPPORAT SERVICES
LOS GATOS POLICE DEPARTMENT
1 • HP Personalized System Support $ 15,636.00
Total Support Charges
NOTE:
All quoted prices are valid for 90 days from August 1, 1995
Please see the Summary of Charges page for the expected billing by invoice period.
Prices exclude taxes. Applicable taxes will he added to the invoice.
$ 15,636.00
Please direct questions about your quotation to your Support Agreements Administrator:
Debra Texada
HEWLETT- PACKARD CO.
8000 Foothills Blvd. MS: 5529
Roseville, CA 95747 -5529
(800) 386 -1115 x7960
Please reference the Support Agreement Number on any correspondence or inquiry. August 1, 1995
HP System Support Service
Specifications
Service Description
HP Svstem Support service
provides high - quality hardware,
software. and network support
that enables you to increase
productivity and computer
system uptime. You get the
flexibiiity to choose the hard-
ware response time and coverage
periods that meet your service
needs. Complete software main-
tenance support increases the
availability of your systems and
applications.
HP Response Center engineers
work with your system managers
and operators to resolve prob-
lems with HP software and
supported non -HP applications.
Sophisticated remote support
tools enable HP to link directly
to your environment and access
system configuration and sup-
port information.
Network support is essential to
maintaining end -user produc-
tivity. Network support provides
the level of fault isolation and
problem management you need
for your environment, including
HP, multivendor, and multisite
networks.
Benefits to You
• Increase the availability of
systems, applications, and vour
networked environment.
• Improve productivity of system
managers and operators.
•Increase the return on your
system investment.
• Increase system performance
and reduce downtime.
HEWLETT
P PACKAR❑
Hardware, Software,
and Network Support
Product Number. HP H5355A
Service Features
• On -site hardware support
• Phone -in assistance
• Escalation management
• Flexible call submittal
• License for software updates
• Software media and
documentation
• HP SupportLine
electronic support
• Network support`
• Complete network
documentation`
• Assigned contract administrator
For Select HP Products
• Assigned customer engineer
• Preventive hardware
maintenance
• Remote support
• HP PowerPatch tapes
• Site environmental surveys
• Installation of add -on
hardware products
Descriptions of these features
are in tables 1 and 2 on the
following pages. Optional fea-
tures and services are described
in table 5.
• Network features are exeiuded if
network support is not ordered.
Specifications
Table 1. Service Features
Feature Delivery Specifications
On-site hardware support HP travels to your site and OrOvices ail labor. parts and materials necessary t0 maintain
• Work to completion your hardware products In good operating condition. HP diagnoses and corrects product
• Engineering Improvements malfunctions and failures. Replacement carts are new or equivalent to new; reolacea
Parts become me property of HP
Once an HP engineer arrives at your site, the en0ineef continues service. uninierruotea. until
your products are operational or as long as reasOnaose progress is being made. Work may as
temporarily suspended If aaondr al Parts or resources are required, but resumes when may
become available. With the Scheduled support service level. work resumes on the following
business day. HP iinstalls appropriate englneenno improvements on your system t0 ensure
maximum performance and maintain COmoaTIO111 v wiirl HP-suoollea hardware replacement
parts.
Phone -In assistance
Remote assistance is avaiiaole for -7TWare problems. unl:mitea. :OII -free access to t ^e
HP Response Center Is OroviCeo rcr
autnonzea callers. Response is immediate tar critical
calls and "Min 2 hours for all calls. Assistance
is dva, sole from Monday inrougn Friday
exclualna HP holidays. Curing normal HP Response Center hours far ail HP and select
non-HP software products. Extencec -nours support is available for certain operating system
.
subsystem. and application software products. Refer to the HP Support Line database for
details of products and coverage nours.
Escalation management
HP has establlshea formal escalation procedures to solve very complex hardware. software.
and network oroblems. LOcal HP management coordinates Orodlem escalation. rapidly
enlisting the skills of key problem- salving experts t- raugnout HP At HP'S discretion, me
HP Response Center may dispatch an HP
service representative to your site to assist with
Problem resolution. In most cases. resources arrive within t working day if your site Is within
100 miles of the nearest HP support office.
Flexible call submittal
Authorized callers can submit calls electronically to the HP Response Center via
HP SupppriLlne electronic suOQOn arc request a call back within 2 hours for the next
business pay if after normal nours) or a written electronic response the next business day
If YOU ve selected a hardware service level mat only provides coverage cunnc normal bus,.
ness hours, you can still ciace an drier -nours service call. The HP Response Center logs the
call and notifies your local office the iollowing ousiness day. Outside the U.S.. hours are
sublect to local availability.
license for software updates
You can use and copy updates to HP software on each system covered by HP System
Support service as descnbea In HP Terms and Conditions of Sale and Service. Exhibit 5.
HP System Support Service.
Software media and documentation
As HP releases updates to your HP software.
me latest revisions of the software and
reference manuals are made ava iapie to your system manager. Media types available for
software and documentation updates include tape. disk. pacer. electronic. and compact
disc read-only memory (CO -ROM). HP value -aaaea businesses (VABs) can request priority
delivery of software releases.
HP Supportune electronic support
HP SUpportLlne provides electronic access to a database of current product and support
information. HP SUppdrtLine Includes new product information. software status bulletins,
engineering and application notes. and Information about available software patches and
HP PowerPatch taxes. Kevwora search and browse
capabilities make it easy to locate
appropriate Information. Software Oatcnes. when available for HP 9000 systems. can be
downloaded TO your system. HP SUppOrtLlne Is available Sunday through Friday from
2:00 am to midnight. and Saturday from 2:00 am to 9:00 pm eastern time IU.S.I. Outside
the U.S..
hours are suOleot to local availability.
Table 1. Service Features Icontfnued)
Feature Delivery Specifications
Network support Resolution of a network orcolem oegins witnm 2 hours of Your can to the HP Response
Center. Network specialists isolate the orociem remotely ano. if HP deems necessary.
HP sends a support engineer to your site. Since rite HP Response Center can manage rite
resources reouirea to solve mumvenoor and muitisite orcoiems, HP can cover your entire
network. To efficienny solve your proolem nP may contact the appropriate vendor,
Complete network documentation' Customer - specific network documentation for all of your sites is updates annually by
r
HP representative. Your network mao is included in the HP Response Centers catabase.
Assigned contract administrator An account-assigned contract administrator serves as your single point of contact for contract
administration.
' Network features are excluded if network support is not ordered
Table Y. Service Features I For Select
HP Products,
Feature
Delivery Specifications
Assigned customer engineer
In addition to delivering pav -today su000h, an assigned customer engineer works with you
to develop a support plan to meet your current and future needs. (select accounts)
Preventive hardware maintenance
An HP engineer visits your site at regularly scheduled Intervals to perform diagnostics on your
system, adjust mechanical or electronic system comoonems as needed, and replace worn or
detective parts if necessary .
Remote sUpo0rt
Prior to any necessary on -site assistance. an HP engineer may inriate and perform remote
diagnostics to facilitate orcolem resolution. By using an HP- oualifled support modem to
resolve oroDlems remotely. HP can nave your system up and running more aUICKIy. HP
performs remote support Only upon receipt of
Your authorization. Remote support tools
include HP PIpolCtive Supp0rt SOnware, wnicn nelos transform unplanned downtime to
Scheduled maintenance mrOUgn early warning and prevention Of potential Droolems, and
HP Remote vvatcn Sortware an nP proprietary
support management tool that nelos you to
manage your HP -UX workstation systems getter ov documenting and reporting configuration
changes.
HP PowerPatch tapes
Operating and subsystem patches are available for supported MPE `! and MPEAX releases.
You can order HP PowerPatch tapes from the HP Response Center at any time, for installation
with a new release or between major software updates. HP PowerPatch solutions are
subjected to the same quality assurance testing as an HP software releases.
Site environmental surveys
HP comouter products are designed to operate within specific power. temperature, airborne
contaminant, and numidlry ranges. Your HP engineer penoagally monitors these environ-
mental conditions at your site and advises you of necessary modifications.
Installation of add-on hardware products
Additional HP hardware products purchased directly from HP and added to your HP System
Support service agreement are installed at no additional charge. This does not apply to
hardware that is designated as custOnler- Installable.
Hardware Service Levels
The right coverage hours and
response times for your business
depend upon the critical nature
of your applications and the
availability of alternate comput-
ing resources. With HP System
Support service. you can choose
from the four hardware service
levels described in table 3. While
these service levels meet the
needs of most customers. HP
also has the flexibilitv to indi-
vidualize service for you.
Response Time
When your call is received
at FIR an engineer quickly
responds to gather information
about the problem and begin
work. If remote support is
available, the engineer may
access your system to run
diagnostics. If on -site assistance
is required, an HP engineer
arrives at your location as
quickly as possible within the
response time specified in your
agreement.
Travel Zones
If your system is within 100
miles (160 km) of a primary
HP Support Responsible Office,
you receive the response time
you've selected as specified in
table 3. Response times to
locations beyond 100 miles are
specified in table 4. Travel to
sites located within 200 miles
(320 km) of your primary
HP Support Responsible Office
is provided at no additional
charge. If your site is more than
200 miles (320 km) from the
primary HP Support Responsible
Office, you will be charged for
travel based on the distance
to your location.
Table 3. Hardware Service Level Selection Guide
Hardware
Service Level Coverage Hours' Response Time Environment
Priority Plus 24 hours a oay. Best response: 'Highly critical
7 days a weeK not to exceed 4 rours
Prionr 8:00 am -9.00 am. Best resoonse: Urgent
Mondav- Fnaav, not to exceea 4 hours
excluding HP holidays"
Next Day 8:00 am -5.00 am. Next worming day Less critical
Mondav- Froay.
excluding HP holldays
Scheduled 3:00 am -5.00 am. Scheaulea weeKIV VISITS 'suRlole units:
Mondav- Fndav_ spare eawoment
excludino -P rdlicays
Outside the United Maces. nours are suolect to iocai avaiiabilay. Y!ease cneck wTth
your local office tar aetaiied coverage hours.
If you request service before 5:00 pm. an HP engineer responds on site within 4 hours
if necessary.
Table 4. HP's Response Time for Extended Travel
Distance from Response Time
Primary HP support
Responsible Office Priority Pius Priority Next Day
101 -200 miles 8 hours 8 hours 1 addivonal coverage day
201 -300 miles 2 additional coverage days
Beyond 300 miles
Established at time of order and subject to resource availability
Table 5. Optional Features and Services
Feature or Service
Delivery Specifications
Additional HP Response Center caller
This feature allows one additional caller access to the HP Response Center. Response Is
Immediate for critical calls and wimin 2 hours Tor all calls. Additional callers must meet
HP training requirements.
Software uoaate Installation
HP installs one software update at your site. scneauhng tr,e Installation
at least 1 week In
advance at a mutually agreed -upon time. Installation is available Monday
mrougn rnoav,
8:00 am to 5:00 pm local time. excluding HP holidays (U.S.).
Off -hours software uoaate Installation
HP installs one software uoaate during specified off hours. scneduhng
rile Installation at
least 1 week in advance at a mutually agreea -upon time. Off -hours Installation
Is available
Monday mrougn rnday. 6.00 am to 8:00 am. or 5:00 pm to 9:00 pm local
time, excluding
HP holidays lu.S.).
Per-Call services
On occasion you may reauire hardware services mat are not Included in Your HP System
Support agreement sucn as oeinsTaliatlon or data recovery As an HP System Support
customer . you can curcnase certain one -time services at a rate lower man nP "s standard
service rate. This lower service rate oniv aoenes to services certormed on croaucts covered
Iv HP System auoccr service.
Extended coverage
You can extend your naraware coverage nours and Imorove response
time on a oefCall
basis. suolect to local resource avanaouttv, ror an additional fixed cnarge. To buy
trlese
options, You must nave an open ourcnase order on file wrtn HP, spectying ail persons
authorized to reduest rnese services.
Media retention
This service waives HP's right to maintain possession of a failed disk drive component
on which sensitive data is stored. (select products)
Eligibility
Priority Plus Support. HP
computer products may be
covered by the Priority Plus
support service level if your
monthly HP System Support
service charges for a site exceed
a minimum amount. If remote
support is available on your
equipment, you must allow
remote access to receive
Priority Plus support.
Scheduled Support. This
service level covers all desig-
nated eligible'products and their
eligible accessories. To qualify
for the Scheduled support service
level, your HP System Support
service monthly charges for
products covered by this service
level at a site must exceed a
minimum amount. If your
charges do not qualify you for
this service, your HP representa-
tive can discuss other support
alternatives with you.
Additional Information
Problems with installed HP
software or updates can be
submitted to the HP Response
Center via telephone or through
HP SupportLine electronic
support, or to your local HP
sales office. HP acknowledges
receipt of the service request,
but retains the right to deter-
mine the final disposition of
all reported problems.
Service features are available
for HP software; all service fea-
tures may not apply to select
supported non -HP software.
Ordering Information
Service is usually purchased for
a 12 -month period. billable in
advance annually, quarterly,
or monthly.
You immediately begin receiv-
ing the benefits of HP support
if you order an HP System
Support service contract when
You purchase or lease a new
system. For hardware products
with a 90 -day on -site warranty,
HP provides the level of hard-
ware service ordered or the level
of warranty coverage, whichever
is better, during the on -site
warranty period.
When you place your order,
select the types of software and
documentation media you would
like to receive. Available media
types depend on your SPU and
system software.
You must include all contractual
optional features and services
on the original order (or renewal)
for HP System Support service.
Availability of service features
may vary according to local
resources. To obtain further
information or to order
HP System Support service,
contact your HP representative.
u P=tea . ,eavnea wow
For more information. call vour local HP
sales office listed in vour teieohone
dimctory or an HP regional office listed
below for the location of your nearest sales
office.
United States:
Hewlett- Packard Company
4 Choke Cherry Road
Rockville. MD 20850
(301)670.4300
Hewlett - Packard Company
5201 Tollview Drive
Rolling iVieadows. IL 60008
(708) 255 -9800
Hewlett- Packard Companv
5161 Lankershim Blvd.
No. Hollvwood. CA 91601
(818) 505 -5600
Hewlett- Packard Comnanv
2015 Soucn Park Place
Atlanta. GA 30339
(404)955.1500
Canada:
Hewlett- Packard Ltd.
6877 Goreway Drive
Mississauga. Ontario L4V IM8
(416)678.9430
Japan:
Yokogawa- Hewlett - Packard Ltd.
15.7. Nishi Shinjuku 4 Chome
Shinjuku -ku. Tokyo 160
(03) 5371 1323
Latin America:
Hewlett- Packard
Latin American Region Headquarters
5200 Blue Lagoon
Suite 950
Miami. FL 33126
(305) 267 -4220
Auatralia"New Zealand:
Hewlett- Packard Australia Ltd.
3141 Joseph Street
Blackburn. Victoria 3130
Australia
(03 1895 2895
Asia Pacific:
Hewlett- Packard Asia Ltd.
Asian Pacific Region Headquarters
221F Bond Centre
Went Tower
89 Queensway
Central. Hong Kong
(852)8487777
"" HEWLETT
EM PACKARD
In Europe. please call vour local HP sales
Office or representative:
Austria:
(0222) 2500 0
East Central Europe( ECE).
Commonwealth of Independent
States (CIS), and Yugoslavia:
(0222)2500 0
Belgium and Luxembourg•.
Customer information Center
(02) 76134 00
Denmark: Israel-
(42)816640 Computation and
Finland: Measurement
Systems (CMS) Ltd.
(90)88 721 (03) 5380 333
France:
Italy:
(1) 69 07 02 24
102) 95 300 134
Germanv:
Netherlands:
106172) I6 0
(020) 547 6911
Greece:
Norwev:
(01) 68 28 811
(02) 87 97 00
Iceland:
Portugal.
(91)671000
(11) 301 73 30
Ireland:
gpaim
(01) 88 33 99
900 123 123
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(08) 750 20 00
Switzerland:
(057) 3121 11 (Head Office)
(022) 780 41 11 (Suisse Romance)
(046) 05 15 05 (Customer
Information Center)
South Africa:
HiPerformance �vstems Ltd.
(011) 806 1000
Turkey.
175 29 70
United Kingdom:
(0344) 369 369
EuropwAfrica/Middle East:
Hewlett- Packard S.A.
150, Route du Nant- d'Avril
CH -1217 Meyrm 2
Geneva. Switzerland
(22) 780 8111
Technical information in this document
is Subject to change without notice.
0 Copyright Hewlett- Packard Company
1992. All Rights Reserved. Reproduction.
adaptation, or translation without onor
written permission is prohibited, except
as allowed under the copyright laws.
Printed in USA 1OK08/92
Support
5091.6043E
Customer Support
Services Agreement
Exhibit 28P
HP Software Support Services
Hewlett - Packard (HP) software support services are
governed by the terms and conditions of this exhibit
and the HP Customer Support Services Agreement
(CSSA). This exhibit covers all HP TeamLine.
HP ResponseLine. and HP BasicLine software
support services. as well as their derivative services.
including HP Software Update Materiais service.
1. Services
HP provides comprehensive and optional support
services for HP software on HP and non -HP
Table 1. Service Features
Smite Features
HP support consultant
Support management or technical reviews
Applications reviews
Software release planning
Telephone assistance
Remote support
Critical Phase assistance
Software problem reporting
HP SupportLine database access
HP SupportLine call submittal
Software license for updates
Software update installation
Coverage of additional systems
Patches
Software. firmware, and manual update material
[hf3HEWLETT
`, PACKARD
systems. according to the specifications set out in
the applicable HP service data sheet for specific
computer systems. Not all features are available
for every service level or supported system. Some
service features and coverage ieveis have prereq-
uisites.
a. HP Systems. Table 1 summarizes the
service features included for HP software
on HP systems.
Coverage Levels
HP TeamLine- HP ResponseLine HP BasicLine
•
•
•
• a
Optional Optional
Optional Optional
Support update materials must be purchased for at least one supported system
• - Included with service
' HP TeamLine upgrade requires HP ResponseLine or HP Network ResponseLine service as a prerequisite.
b-
Non -HP Systems. HP Application Software
Support service for non -HP systems provides
service. The additional system must be
the following features for specified HP soft-
supported by the same system manager
ware products on specified non -HP systems:
as the system covered HP TeamLine
telephone assistance. software problem
or HP ResponseLine soft ft support
reporting, HP SupportLine support access
sware
service.
and call submittal, software license for
updates. and patches.
2) An HP original equipment manufacturer
(OEM) or value -added reselier (VAR)
2. Limitations of Service
may extend support only to systems
covered by HP BasicLine software sup-
a-
Hardware Support. Anv maintenance
port service that are owned or leased by
an end -user customer who has purchased
services involving hardware problems will be
subject to HP's standard service
the system from the HP OEM or VAR
rates unless
the products are covered by an applicable
The HP OEM or VAR must have a cur.
rent OEM computer
contractual hardware or network support
products purchase
agreement or VAR purchase agreement,
service.
respectively. in effect and must purchase
b.
Supported Software Versions. HP
HP TeamLine or HP ResponseLine
software support service.
provides contractual support only for the
current and immediately preceding version
g. Critical. Onsite Assistance
of software. If support coverage lapses,
additional fees may be required to resume
1) Critical onsite assistance is limited to
support coverage,
systems that are supported by one (1)
c.
Personal Computers. HP provides con -
system manager and that are situated
within a one -half (112) mile radius of
tractual support only for software that is
each other. At least one (1) system
specifically documented as supported on a
particular personal computer
must be supported with HP TeamLine
model.
or HP ResponseLine software support
d.
Non -HP Systems. HP provides contrac.
service. Systems situated beyond this
limit requiring critical onsite assistance
tual support only for HP software that is
will be subject to additional charges at
specifically documented as supported on a
HP's standard service rates.
Particular non -HP system.
e.
Non -HP Software. Support
2) Onsite assistance is available only upon
for non -HP
software covered by HP contractual
HP's determination that further resolu-
support
services is limited to telephone assistance.
tion of a problem cannot be performed
remotely.
HP will not be responsible for design flaws in
non -HP software.
h. Exclusions. HP software support does not
f.
Coverage of Additional HP BasicLine
include assistance that involves program
development; coding; isolation of coding
Systems
problems; implementation assistance;
performance consulting, data recovery,
1) Support may be extended only to
regardless of the cause of data loss: hardware
systems of the same HP product line
malfunctions; or problems and investigation
covered by HP BasicLine software sup-
time relating to the use of privileged -mode
Port service that are owned or leased
by the purchaser of HP TeamLine or
code on the HP 3000 system. HP contractual
software support is not a substitute for any
HP ResponseLine software support
formal customer education course.
i. Access to the HP Response Center.
HP Response Center use is limited to the
3) Product Class Options. For sup.
system manager or extended -hours callers
for the operating system and related
ported HP software applications on
non -HP systems. Customer must pur.
software: network manager, if network
chase the appropriate product class
support services are purchased: the
option for the HP software product,
application software manager(s) for each
family of HP application software. if
b. Support Update Materials
applicable: and additional HP Response
Center callers, if that option is purchased. In
1) Materials Usage. Customer
the absence of any of these managers, the
must purchase HP BasicLine,
HP Response Center is available to their
HP ResponseLine. or HP TeamLine
designated alternates.
software support service or a derived
service for each system for which Cus-
j. Call Submittal. HP Response Center
tomer purchases HP Software Product
Update Materials service to which they
calls submitted through HP SupportLine
electronic support are limited to the same
are copied.
authorized customer contacts identified
above.
2) Materials Delive rY• Customer must
purchase HP Software Product Update
Ic Source Code Support. For HP source code
Materials service for each software prod-
uct on each system or
software covered under HP software support,
personal computer
for which Customer desires HP to de-
assistance is limited to problems that can be
duplicated on the current version of the
liver software product update materials,
object code of the particular software
unless Customer has already Purchased
product. Any other assistance required by
the update material for another sup -
Customer will be charged at HP's standard
ported system in Customer's company.
service rates.
3) Materials Recipient. For each system
1. Availability. Some HP service features and
with HP Software Update Materials
coverage levels for some products are subject
service, Customer must identify a recipi-
to local availability. All systems supported by
ent for the materials.
one (1) system manager must be located
within the same country.
c. Customer Contact and Training.
Customer must identify a system manager,
anager,
3. Prerequisites
designated alternate, and any of the following
additional alternates• as applicable, as
a. Ordering Options
contacts for HP software support services:
extended -hours caller, network manager, or
application manager. All these contacts and
1) Processor Options. Customer must
any other callers must be identified by name
purchase the processor support option
at the HP Response Center and must be
that corresponds to Customer's proces-
trained through completion of -the
sor, and number of maximum users for
appropriate HP training course(s).
the supported HP system.
2) Application Options. Customer also
d. Remote Support. For HP to provide
remote support, Customer must provide
must purchase the software application
access to one (1) qualified modem and access
support option(s), when available• for
to one (1) voice -grade telephone and one (1)
software products being supported on a
data- quality telephone line or network with
specific HP system.
terminations near the system. If HP cannot
access a system remotely, HP may charge
standard service rates if onsite service is
needed.
e. Electronic Database Access. To access
HP SupportLine electronic support.
Customer must provide one M data - quality
telephone line, one (1) locally compatible
modem, or must have access to a qualified
network. Customer also must provide an
HP- compatible terminal or terminal
emulator, in addition to the equipment or
network required for remote support, as
indicated above. Callers to HP SupportLine
electronic support must meet the same
training requirements as the system manager
f. HP Software License. HP software
support can be purchased only for software
for which Customer has rightfully acquired
an appropriate HP software license.
g. General Coverage. All systems, except
personal computers supported by the system
manager, must be covered by HP BasicLine,
HP ResponseLine, or HP TeamLine software
support service, or a derived service from this
set. All software products on a system must
be at the same level of service coverage.
h. Coverage of Additional Systems.
If any portion of HP TeamLine or
HP ResponseLine coverage are extended
to additional HP BasicLine systems. Custo-
mer must purchase the HP TeamLine or
HP ResponseLine software support service
for the system with the fastest processor
speed and largest number of users.
HP reserves the right to make the final
judgment as to whether Customer adequately
meets the prerequisites for the services
outlined herein.
4. Customer's Responsibilities
a. Hardware Configuration and Revision
Levels. Customer must maintain all of the
associated system hardware and firmware at
the latest HP- specified configuration and
revision code level. For personal computers.
Customer must maintain all associated
system hardware and firmware at a revision
level specified by HP.
b. Diagnostic /Maintenance Software
(select systems). Customer must allow
HP to keep system and network diagnostic
and maintenance programs resident on
Customer's system or site for the exclusive
purpose of performing diagnostics and
maintenance. Prior to submitting a software
problem report to HP. Customer may be
required to assist HP in running these
HP- supplied programs. Customer acknow-
ledges Customer has no ownership interest
in this software and that HP may remove
these programs upon termination of support.
c. Remote Support. For remote access to
a supported system, diagnostics will be
performed only upon receipt of Customer's
authorization. Customer is responsible for
implementing any temporary procedures
requested by HP during remote assistance.
d. Operating Procedures. Customer must
follow routine operating procedures as
specified in the HP operating manual for the
products.
e. Telecommunications Charges. Customer
is responsible for all telecommunications
charges associated with HP SupportLine
electronic support use.
f. Temporary Procedures. Customer is
responsible for implementing temporary
procedures or workarounds while permanent
solutions are being sought.
5. Software License and Copyrights
a. Updates
1) HP grants Customer a License to Use
the updates for software updates pro-
vided by HP under an HP support
contract;
2) HP grants Customer an additional
License to Copy and Use one (1) copy
of the updates for each software pro-
duct license for which Customer has pur-
chased an HP support service; and.
3) Customer agrees that the License to Use
and License to Copy the updates are
governed by the HP Software License
Terms (Exhibit E30) that are in effect on
the date HP ships the update to Cus-
tomer. Said Software License Terms are
hereby made a part of this exhibit.
b. HP Ownership of Updates. Customer
acknowledges that it does not own and has no
right to. title to, or interest in the updates
except as set forth in HP's Software License
Terms.
C. Copyright and Trademark Notices.
Customer agrees to reproduce and conspic-
uously affix copyright and trademark notices
from the original software on each copy of
an update that Customer makes or obtains
from an electronic data source, such as
HP SupportLine support.
The Customer Credit Approval/Authorized Personnel (CARP) form included with this exhibit enables HP
to more quickly respond to a request for assistance beyond the terms of this contractual service. Without a
signed CAAP form on file at the local HP office (or similar arrangement), an HP support representative
cannot go to Customer's site until a purchase order from Customer is received and credit clearance is
approved by an HP credit representative. Although not required, we strongly encourage you to sign the
CAAP form to allow us to serve you better.
HEWLETT Printed in USA 4OK07191
PACKARD Support
501.1964EUS