HP Server Support by Terix

Terix is the natural choice for high availability support for your HP servers.  Unlike the decisions made by many manufacturers to discontinue support for second and third generation configurations, Terix will continue to offer support through the entire useful life of your hardware. 

We offer the following standard service offerings on HP products including the HP 3000 and 9000 product families. We deliver innovative and creative service solutions with a commitment to customer service, second to none, for the UNIX server and workstation marketplace.

Critical Plus (High Availability Support): for systems and applications that are critical to your company's business. This program provides an on-site engineer within 4 hours, 7 days a week, 24 hours a day to ensure a quick recovery in case of system failure.

Elite (Business Week Support): for systems and applications in need of standard 8 x 5 Monday through Friday support.

Standard (Standard System Support): for system service throughout the business week. This program provides next day on site support, Monday through Friday.

Shared (Self-Maintenance): -  for sophisticated users who can perform the on-site tasks on their own. This program provides technical support and training, with guaranteed next day parts delivery (if required, on-site spares can be provided).

 

Service Delivery	Service Levels
Systems	Critical Plus	Elite	Standard	Shared
HP3000 and 9000 Manufactured Systems
Account Support Features
On-site technical support
Telephone technical support
Customized Consulting Services/ Software release planning
On-site account reviews	Monthly	Yearly	Semi-annual	Yearly
Training
Site activity log
MPE/HPUX Software Support
Help Desk
Spares on-site	(optional)	(optional)	(optional)	(optional)
Post incident follow-up
Coverage Hours and Response Times
Help Desk coverage hours	7 x 24	8am-5pm,M-F	5 x 24	8am-5pm,M-F
Telephone Technical Support coverage	7 x 24	8am-5pm,M-F	5 x 24	8am-5pm, M-F
On-site Technical Support Response	7 x 24	8am-5pm,M-F	Next day	Not Applicable
Customer-defined priority setting Response Times				Optional
Urgent (telephone/on-site)	Live Answer/4 hrs	Live Answer/4 hrs	Live Answer/4 hrs	4 hrs/NA
Not-critical (telephone/on-site)	Live Answer/Cust. Convenience	4hrs/Customer Convenience	4hrs/Customer Convenience	4 hrs/NA
2-hour on-site response	Optional	Optional	Optional	N/A

General Notes: Not all service levels are available in all cities. Up charges may apply for "out of service area" coverage.  For details and pricing call Terix sales.