HP ProLiant Server Warranty Reference Guide
Contents
1. HP Parts Warranty covers free replacement of defective parts only Targeted response time for parts is between 1 and 5 business days These options have a maximum warranty period of one 1 year regardless of the warranty period for the system in which they are installed Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j Table 3 Software Products Technical Support HP Branded Software 90 days Software Telephone Support Standard office hours Third Party Branded Software installed 90 days Software Telephone Support Standard office hours by or purchased from HP Software Delivery Media 90 days replacement of defective media 5 business days Response times are based on local standard business days and working hours Unless otherwise noted all responses are measured from the time the customer calls until HP has either established a mutually acceptable time for support to be performed or HP has begun to provide support or remote diagnostics In some countries and under certain supplier constraints response time may vary If your location is outside the customary service zone response time may be longer or there may be an additional charge Contact your local HP service organization for response time availability in your area Software Delivery Media The material used to deliver HP branded software or third party software installed by or purchased from HP i e CD diskette or tape2. HP warrants that the HP Hardware Products that you have purchased or leased from HP are free from defects in materials or workmanship under normal use during the Limited Warranty Period The Limited Warranty Period starts on the date of purchase or lease from HP or from the date HP completes installation Your dated sales or delivery receipt showing the date of purchase or lease of the product is your proof of the purchase or lease date You may be required to provide proof of purchase or lease as a condition of receiving warranty service You are entitled to hardware warranty service according to the terms and conditions of this document if a repair to your HP Hardware Product is required within the Limited Warranty Period Unless otherwise stated and to the extent permitted by local law new HP Hardware Products may be manufactured using new materials or new and used materials equivalent to new in performance and reliability HP may repair or replace HP Hardware Products a with new or previously used products or parts equivalent to new in performance and reliability or b with equivalent products to an original product that has been discontinued Replacement parts are warranted to be free from defects in material or workmanship for ninety 90 days or for the remainder of the Limited Warranty Period of the HP Hardware Product they are replacing or in which they are installed whichever is longer Global Limited Warranty and Technical Support Jap
3. but not to exceed three 3 years from the date you purchased the HP option The HP Option Limited Warranty Period starts from the date of purchase from HP or an HP authorized reseller Your dated sales or delivery receipt showing the date of purchase of the HP Option is your warranty start date See your HP Option Limited Warranty for more details Non HP options are provided AS IS However non HP manufacturers and suppliers may provide warranties directly to you EXCEPT AS PROVIDED IN THE APPLICABLE SOFTWARE END USER LICENSE OR PROGRAM LICENSE AGREEMENT OR IF OTHERWISE PROVIDED UNDER LOCAL LAW SOFTWARE PRODUCTS INCLUDING ANY SOFTWARE PRODUCTS OR THE OPERATING SYSTEM PREINSTALLED BY HP ARE PROVIDED AS IS HP s only warranty obligations with respect to software distributed by HP under the HP brand name are set forth in the applicable end user license or program license agreement provided with that software Ifthe removable media on which HP distributes the software proves to be defective in materials or workmanship within ninety 90 days of purchase your sole remedy shall be to return the removable media to HP for replacement For blank tape removable media please refer to the following website http h20000 www2 hp com bizsupport TechSupport Document jsp objectID lpg50101 It is your responsibility to contact non HP manufacturers or suppliers for their warranty support Software Technical Support Software Technical Support f
4. transferred Contact HP your local HP authorized reseller or refer to the website at http www hp com support to begin the HP Global Warranty Notification process prior to transferring HP Products to another country HP is not responsible for any tariffs or duties that may be incurred in transferring the products Transfer of the products may be covered by export controls issued by the United States or other governments Service Upgrades HP has a range of additional support and service coverage for your product that can be purchased locally However some support and related products may not be available in all countries For information on availability of service upgrades and the cost for these service upgrades refer to the HP website at http www hp com support Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j Options and Software Limited Warranties The Limited Warranty terms and conditions for most HP branded options HP Options are as set forth in the Limited Warranty applicable to the HP Option and are included in the HP Option product packaging If your HP Option is installed in an HP Hardware Product HP may provide warranty service for either the period specified in the warranty documents HP Option Limited Warranty Period that shipped with the HP Option or for the remaining warranty period of the HP Hardware Product in which the HP Option is being installed whichever period is the longer
5. CABLE STATE OR COUNTRY LAWS FOR A FULL DETERMINATION OF YOUR RIGHTS Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j Limited Warranty Period The Limited Warranty Period for an HP Hardware Product is a specified fixed period commencing on the date of purchase The date on your sales receipt is the date of purchase unless HP or your reseller informs you otherwise in writing Table 1 ProLiant and IA 32 Server Products Service Delivery Method enclosures interconnect trays Year parts and on site labor Parts 1 to 5 business days Years 2 3 parts only Labor Next business day ProLiant BL p Class 3 years parts and on site labor Next business day server blades excluding BL30p BL35p server blade enclosures interconnects power enclosures power distribution diagnostic stations ProLiant DL320 servers Year parts and on site labor Parts 1 to 5 business days All other ProLiant models 3 years parts and on site labor Next business day Warranty Service indicated in this table reflects base level warranty offerings Enhancements to base warranty may be included with your HP Hardware Product for current warranty information contact the nearest HP Sales office HP may at its sole discretion determine that on site warranty service is not necessary on a case by case basis HP will provide telephone support for any required BIOS and Firmware upgrades such upgrades will not be covered by
6. HP s onsite warranty service Response times are based on local standard business days and working hours Unless otherwise noted all responses are measured from the time the customer calls until HP has either established a mutually acceptable time for support to be performed or HP has begun to provide support or remote diagnostics Next business day warranty service is based on commercially reasonable effort In some countries and under certain supplier constraints response time may vary If your location is outside the customary service zone response time may be longer or there may be an additional charge Contact your local HP service organization for response time availability in your area gt HP Parts Warranty covers free replacement of defective parts only shipping costs included ProLiant BL e Class server blades do not take on the warranty attributes of the server blade enclosure Targeted response time for parts is between 1 and 5 business days ATA and SATA hard drives have a maximum warranty period of one 1 year regardless of the warranty period for the system in which they are installed Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j Table 2 ProLiant and IA 32 Server Options Service Delivery Method Power Protection and Management Year 1 parts and onsite labor Parts 1 to 5 business days Remote Insight Lights Out Edition II 1 to 5 business days boards Smart Array Shared Sto
7. HP ProLiant and A 32 Servers and Options Global Limited Warranty and Technical Support 370967 023a j December 10 2010 Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j Hardware Limited Warranty General Terms This HP Hardware Limited Warranty gives you the customer express limited warranty rights from HP the manufacturer Please refer to HP s website for an extensive description of your limited warranty entitlements In addition you may also have other legal rights under applicable local law or special written agreement with HP EXCEPT AS EXPRESSLY SET FORTH IN THIS LIMITED WARRANTY HP MAKES NO OTHER WARRANTIES OR CONDITIONS EXPRESS OR IMPLIED INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE HP EXPRESSLY DISCLAIMS ALL WARRANTIES AND CONDITIONS NOT STATED IN THIS LIMITED WARRANTY ANY IMPLIED WARRANTIES THAT MAY BE IMPOSED BY LAW ARE LIMITED IN DURATION TO THE LIMITED WARRANTY PERIOD SOME STATES OR COUNTRIES DO NOT ALLOW A LIMITATION ON HOW LONG AN IMPLIED WARRANTY LASTS OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES FOR CONSUMER PRODUCTS IN SUCH STATES OR COUNTRIES SOME EXCLUSIONS OR LIMITATIONS OF THIS LIMITED WARRANTY MAY NOT APPLY TO YOU THE LIMITED WARRANTY TERMS CONTAINED IN THIS STATEMENT EXCEPT TO THE EXTENT LAWFULLY PERMITTED DO NOT EXCLUDE RESTRICT OR MODIFY BUT ARE IN ADDITION TO THE MANDATORY STATUTORY RIGHTS AP
8. PLICABLE TO THE SALE OF THIS PRODUCT TO YOU This Limited Warranty is applicable in all countries and may be enforced in any country or region where HP or its authorized service providers offer warranty service subject to the terms and conditions set forth in this Limited Warranty However warranty service availability and response times may vary from country to country and may also be subject to registration requirements in the country of purchase If so your HP authorized service provider can provide you with details This Limited Warranty applies only to HP branded and Compagq branded hardware products collectively referred to in this Limited Warranty as HP Hardware Products sold by or leased from Hewlett Packard Company its worldwide subsidiaries affiliates authorized resellers or country distributors collectively referred to in this Limited Warranty as HP with this Limited Warranty The term HP Hardware Product is limited to the hardware components and required firmware The term HP Hardware Product DOES NOT include any software applications or programs non HP products or non HP branded peripherals All non HP products or non HP branded peripherals external to the HP Hardware Product such as external storage subsystems displays printers and other peripherals are provided AS IS without HP warranty However non HP manufacturers and suppliers or publishers may provide their own warranties directly to you
9. Response time for media replacement is based on commercially reasonable effort Types of Warranty Service To enable HP to provide the best possible support and service during the Limited Warranty Period you may be directed by HP to verify configurations load most recent firmware install software patches run HP diagnostics tests or use HP remote support solutions where applicable HP strongly encourages you to accept the use of or to employ available support technologies provided by HP If you choose not to deploy available remote support capabilities you may incur additional costs due to increased support resource requirements Listed below are the types of warranty support service that may be applicable to the HP Hardware Product you have purchased On site Warranty Service Your HP Limited Warranty service may include on site labor support to repair your hardware HP provides on site service during standard office hours Standard office hours are typically 08 00 to 17 00 Monday through Friday but may vary with local business practices If your location is outside the customary service zone typically 50km response times may be longer or there may be additional charges To locate the nearest HP authorized service provider refer to the HP website at http www hp com support HP may at its sole discretion determine if on site warranty service is required For example in many cases the defect can be fixed by the use of a Customer
10. Self Repair CSR part that you are required to replace yourself based on instructions and documentation provided by HP You are also required to co operate with HP in attempting to resolve the problem over the telephone This may involve performing routine diagnostic procedures installing software updates or patches removing third party options and or substituting options In order to receive onsite support you must a have a representative present when HP provides warranty services at your site b notify HP if products are being used in an environment which poses a potential health or safety hazard to HP employees or subcontractors c subject to its reasonable security requirements provide HP with sufficient free and safe access to and use of all facilities information and systems determined necessary by HP to provide timely support d ensure that all manufacturers labels such as serial numbers are in place accessible and legible e maintain an environment consistent with product specifications and supported configurations If you require an HP representative to handle all component replacements support uplift contracts are available at additional cost Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j Advanced Unit Replacement Warranty Service Your HP Limited Warranty may include an advanced unit replacement warranty service Under the terms of the advanced unit replacement warranty service if
11. a unit is diagnosed as defective HP will ship a replacement product directly to you On receiving the replacement unit you will be required to return the defective unit back to HP in the packaging that arrives with the replacement unit within a defined period of time normally fifteen 15 days HP will incur all shipping and insurance costs to return the defective unit to HP Failure to return the defective unit may result in HP billing you for the replacement product Customer Self Repair Warranty Service In countries where it is available your HP Limited Warranty may include a Customer Self Repair warranty service If applicable HP will determine in its sole discretion that customer self repair is the appropriate method of warranty service If so HP will ship approved replacement parts directly to you to fulfill your HP Hardware Product warranty service This will save considerable repair time After you contact the HP and the fault diagnosis identifies that the problem can be fixed using one of these parts a replaceable part can be sent directly to you Once the part arrives replace the defective part pursuant to the provided instructions and documentation If further assistance is required call the HP Technical Support Center and a technician will assist you over the phone In cases where the replacement part must be returned to HP you must ship the defective part back to HP within a defined period of time normally fifteen 15 days The defe
12. an January 14 2011 370967 023a j During the Limited Warranty Period HP will at its discretion repair or replace any defective component All component parts or hardware products removed under this Limited Warranty become the property of HP In the unlikely event that your HP Hardware Product has recurring failures HP at its sole discretion may elect a to provide you with a replacement unit of HP s choosing that is the same or equivalent to your HP Hardware Product in performance or b to give you a refund of your purchase price or lease payments less interest instead of a replacement This is your exclusive remedy for defective products Exclusions HP DOES NOT WARRANT THAT THE OPERATION OF THIS PRODUCT WILL BE UNINTERRUPTED OR ERROR FREE HP IS NOT RESPONSIBLE FOR DAMAGE THAT OCCURS AS A RESULT OF YOUR FAILURE TO FOLLOW THE INSTRUCTIONS INTENDED FOR THE HP HARDWARE PRODUCT This Limited Warranty does not apply to expendable or consumable parts and does not extend to any product from which the serial number has been removed or that has been damaged or rendered defective a as a result of accident misuse abuse contamination improper or inadequate maintenance or calibration or other external causes b by operation outside the usage parameters stated in the user documentation that shipped with the product c by software interfacing parts or supplies not supplied by HP d by improper site preparation or maintenance e by virus
13. ctive part must be returned with the associated documentation in the provided shipping material Failure to return the defective product may result in HP billing you for the replacement With a customer self repair HP will pay all shipping and part return costs and determine the courier carrier to be used If customer self repair applies to you please refer to your specific HP Hardware Product announcement You can also obtain information on this warranty service on the HP website at http www hp com support Limited Warranty Transfer to Another Country Under the HP Global Limited Warranty program products may be purchased in one country and transferred to another country where HP has a service presence without voiding the warranty Warranty terms service availability and service response times may vary from country to country Also standard warranty service response time is subject to change due to local parts availability A customer may be required to provide product specific information in accordance with the HP Global Warranty Notification process prior to moving the products The required information ensures that HP is prepared to provide the required level of warranty service in the destination country and that the product is designed to work in the destination country When the product has been transferred to another country it will be entitled to the same warranty as if the product had been purchased in the country to which it has been
14. infection f by loss or damage in transit or g by modification or service by anyone other than 1 HP ii an HP authorized service provider or iii your own installation of end user replaceable HP or HP approved parts if available for your product in the servicing country or region YOU SHOULD MAKE PERIODIC BACKUP COPIES OF THE DATA STORED ON YOUR HARD DRIVE OR OTHER STORAGE DEVICES AS A PRECAUTION AGAINST POSSIBLE FAILURES ALTERATION OR LOSS OF THE DATA BEFORE RETURNING ANY UNIT FOR SERVICE BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL PROPRIETARY OR PERSONAL INFORMATION HP IS NOT RESPONSIBLE FOR DAMAGE TO OR LOSS OF ANY PROGRAMS DATA OR REMOVABLE STORAGE MEDIA HP IS NOT RESPONSIBLE FOR THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY HP WHEN THE PRODUCT IS MANUFACTURED Exclusive Remedy TO THE EXTENT ALLOWED BY APPLICABLE LOCAL LAW THESE TERMS AND CONDITIONS CONSTITUTE THE COMPLETE AND EXCLUSIVE WARRANTY AGREEMENT BETWEEN YOU AND HP REGARDING THE HP HARDWARE PRODUCT YOU HAVE PURCHASED OR LEASED THESE TERMS AND CONDITIONS SUPERSEDE ANY PRIOR AGREEMENTS OR REPRESENTATIONS INCLUDING REPRESENTATIONS MADE IN HP SALES LITERATURE OR ADVICE GIVEN TO YOU BY HP OR AN AGENT OR EMPLOYEE OF HP THAT MAY HAVE BEEN MADE IN CONNECTION WITH YOUR PURCHASE OR LEASE OF THE HP HARDWARE PRODUCT No change to the conditions of this Limited Warranty is valid unless it is made in writing and signed by a
15. n authorized representative of HP Limitation of Liability IF YOUR HP HARDWARE PRODUCT FAILS TO WORK AS WARRANTED ABOVE HP S MAXIMUM LIABILITY UNDER THIS LIMITED WARRANTY IS EXPRESSLY LIMITED TO THE LESSER OF THE PRICE YOU HAVE PAID FOR THE PRODUCT OR THE COST OF REPAIR OR REPLACEMENT OF ANY HARDWARE COMPONENTS THAT MALFUNCTION IN CONDITIONS OF NORMAL USE EXCEPT AS INDICATED ABOVE IN NO EVENT WILL HP BE LIABLE FOR ANY DAMAGES CAUSED BY THE PRODUCT OR THE FAILURE OF THE PRODUCT TO PERFORM INCLUDING ANY LOST PROFITS OR SAVINGS OR SPECIAL INCIDENTAL OR CONSEQUENTIAL DAMAGES HP IS NOT LIABLE FOR ANY CLAIM MADE BY A THIRD PARTY OR MADE BY YOU FOR A THIRD PARTY Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j THIS LIMITATION OF LIABILITY APPLIES WHETHER DAMAGES ARE SOUGHT OR A CLAIM MADE UNDER THIS LIMITED WARRANTY OR AS A TORT CLAIM INCLUDING NEGLIGENCE AND STRICT PRODUCT LIABILITY A CONTRACT CLAIM OR ANY OTHER CLAIM THIS LIMITATION OF LIABILITY CANNOT BE WAIVED OR AMENDED BY ANY PERSON THIS LIMITATION OF LIABILITY WILL BE EFFECTIVE EVEN IF YOU HAVE ADVISED HP OR AN AUTHORIZED REPRESENTATIVE OF HP OF THE POSSIBILITY OF ANY SUCH DAMAGES THIS LIMITATION OF LIABILITY HOWEVER WILL NOT APPLY TO CLAIMS FOR PERSONAL INJURY THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS YOU MAY ALSO HAVE OTHER RIGHTS THAT MAY VARY FROM STATE TO STATE OR FROM COUNTRY TO COUNTRY YOU ARE ADVISED TO CONSULT APPLI
16. or your HP Software HP pre installed third party software and third party software purchased from HP is available from HP via multiple contact methods including electronic media and telephone for ninety 90 days from date of purchase See Contacting HP for online resources and telephone support Any exceptions to this will be specified in your End User License Agreement EULA Software Technical Support includes assistance with e Answering your installation questions how to first steps and prerequisites e Setting up and configuring the software how to and first steps Excludes system optimization customization and network configuration e Interpreting system error messages e Isolating system problems to software usage problems e Obtaining support pack information or updates Software technical support does NOT include assistance with e Generating or diagnosing user generated programs or source codes e Installation of non HP products Global Limited Warranty and Technical Support Japan January 14 2011 370967 023a j Contacting HP If your product fails during the Limited Warranty Period and the suggestions in the product documentation do not solve the problem you can receive support by doing the following e For online support resources refer to http www hp com jp support e If any parts or documents are missing when you purchase the HP product or if there is a problem with the product call the HP Rescue Center
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18. rage 3 years parts Next business day 3 years on site 3 years labor Storage Array Controllers 1 to 5 business days Table 2 describes ProLiant and IA 32 server option products only The warranty terms for other options available from HP are set forth in the limited warranty provided with those options Warranty Service indicated in this table reflects base level warranty offerings Enhancements to base warranty may be included with your HP Hardware Product for current warranty information contact the nearest HP Sales office 3HP may at its sole discretion determine that on site warranty service is not necessary on a case by case basis HP will provide telephone support for any required BIOS and Firmware upgrades such upgrades will not be covered by HP s onsite warranty service Response times are based on local standard business days and working hours Unless otherwise noted all responses are measured from the time the customer calls until HP has either established a mutually acceptable time for support to be performed or HP has begun to provide support or remote diagnostics Next business day warranty service is based on commercially reasonable effort In some countries and under certain supplier constraints response time may vary If your location is outside the customary service zone response time may be longer or there may be an additional charge Contact your local HP service organization for response time availability in your area
19. within seven 7 days of purchase 0120 572589 available only in Japan 9 00 17 00 from Monday to Friday excluding national holiday the year end and new year holiday and May 1 e For warranty upgrade information refer to http www hp com jp carepack e For telephone support services in Japan call HP Customer Care Center Technical Support 0120 101589 available only in Japan or 0570 064235 available only in Japan 9 00 21 00 from Monday to Friday 9 00 1700 Saturday excluding national holiday the year end and new year holiday and May Ist You may be charged for the telephone support service e For repair services call HP Customer Support Repair Center 0120 220119 available only in Japan 9 00 1700 from Monday to Friday excluding national holiday the year end and new year holiday and May 1 e For worldwide technical support information refer to http welcome hp com country us eng wwcontact html Please prepare the following information before you contact HP Your product serial number model name and model number Your hardware structure Name and version of the software you installed on your system Error messages displayed and your operations performed Your questions to be clarified Warranty or any written statement or document that proves purchase and or possession of the product 2004 2011 Hewlett Packard Development Company L P Global Limited Warranty and Technical Support Ja
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