Paramount Computer Corporation



	Products
	New arrivals
	Part No. Info.



	Find it fast
	Search tips



	Laptop Specials
	Plotter Specials
	Ink Cartridges
	Printer Specials
	Network Specials
	Server Specials
	PC Specials



	Service Overview
	Plotter Support Paks



	HP Netserver Parts
	Compaq Proliant Parts
	HP OmniBook Parts
	HP Printer & Plotter Parts



	Call/Email Us
	Address!
	Email Problems ??
	Feedback
	Fax your order

Jobs

	Texas CMBL/CISV
	Product Returns



	About Paramount
	HP/CPQ Authorized
	Fun & Images

Paramount Computer Corporation (PCC)
Onsite - Hardware Support

Service Overview	This PCC service provides high-quality remote and onsite support for your HP and Compaq branded hardware that enables you to increase equipment uptime and productivity. It gives you the flexibility to choose response times, coverage windows and periods that meet your specific service needs while providing superior value for your money.
Benefits	Increased system uptime Increased return on your IT investment Convenient onsite support High quality support backed by PCC
Highlights	Remote problem diagnosis and support Onsite hardware support Materials and parts included Flexible coverage windows and response times Work to completion Escalation management
Service Features & Specifications
Remote Diagnostics & Support	After placing a call, PCC will work with you during coverage hours to isolate the hardware problem. Prior to any onsite assistance, PCC may initiate and perform remote diagnostics using electronic remote support tools where available to access your equipment or other means available to facilitate remote problem resolution.
Onsite Hardware Support	For technical issues that cannot be resolved remotely a PCC authorized representative will provide technical support on your covered hardware products to return them to operating condition. For certain printers PCC may, at its sole discretion, in lieu of repairing the product, elect to replace such products. Replacement products are new or equivalent to new in performance; replaced products become the property of PCC. In addition, PCC may install available engineering improvements on your system to ensure proper operation of the hardware products and maintain compatibility with PCC supplied hardware replacement parts. PCC may install any firmware updates, which are required to ensure supportability of your covered equipment.
Materials Support	PCC provides all supported parts and materials necessary to maintain your hardware equipment in operating condition including parts and materials for available and recommended engineering improvements. Replacement parts are new or equivalent to new in performance; replaced parts become the property of PCC.
Coverage Window	The coverage window specifies the time during which services are delivered onsite or remotely. Calls received outside this window will be logged the next day for which you have a coverage window. The following coverage windows are available for select products: Standard business hours, standard business days: Service is available between 8:00 am and 5:00 pm local time, Monday through Friday excluding PCC holidays. 4 hour response standard business hours, standard business days: Service is available between 8:00 am and 5:00 pm local time, Monday through Friday excluding PCC holidays.
Onsite Response Time	The response time specifies the time from when your service request is received and logged with PCC until the PCC representative arrives at your site if this time lies within the specified coverage window. The following onsite response times are available for eligible products: Next business day response: A PCC authorized representative will arrive at your site to begin hardware maintenance service the next day after your call has been logged and for which you have a contracted coverage window. 4 hours response: A PCC authorized representative will arrive at your site to begin hardware maintenance service within 4 hours after your call has been logged, if this time falls within the specified call window.
Work to Completion	Work to completion is available for same day (9x5) 4-hour response Care Pack Services. Once a PCC representative arrives at customer’s site the engineer continues to deliver the service (either onsite or remotely at PCC’s discretion), until your products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but resumes when they become available. For next business response, the engineer continues to deliver the service (either onsite or remotely at PCC’s discretion), within the contracted coverage window. Work may be temporarily suspended at the end of the contracted coverage window and continue the next business day.
Escalation Management	PCC has established formal escalation procedures to solve very complex hardware problems. PCC management coordinates problem escalation, rapidly enlisting the skills of key problem solving experts throughout PCC.
service level options	Not all service level options are available on all products. The service level option you have chosen will be specified in your Care Pack Contract documentation.
Service Level Options Note: Not all service level options are available on all products. The service level option you have chosen will be specified in your Care Pack Contract documentation.
Next Day Response (Standard Business Hours)	A PCC authorized representative will arrive at your site between 8:00 am and 5:00 pm local time to begin hardware maintenance service during the next working day after your service request is logged. Your service request must be received between 8:00 am and 5:00 pm local time, Monday through Friday, excluding PCC holidays. Service requests received after 5:00pm will be logged the next business day and serviced on the following business day.
4 hours Response (Standard Business Hours)	A PCC Authorized Representative will arrive at your site between 8:00 am and 5:00 pm local time, Monday through Friday, excluding PCC holidays, to begin hardware maintenance service within four hours of your call being logged. In order to ensure an onsite response the same day, your service request must be received between 8:00 am and 1:00 pm local time, excluding PCC holidays. Example: A service request received after 1:00 pm may be serviced the same business day or the next business day.
Service Eligibility	Any existing system in which a support contract is to be considered under the terms of this service must be covered by a current service contract. If no current service contract is in place for that system, a pre-installation inspection, plus additional work as needed to return the system to a supported configuration, may need to be carried out at an additional cost before the contract may be purchased.
Travel Zones	All standard response times apply only if your site is located within 30 miles of Paramount Computer Corporations Office. Travel to sites located within that 30 miles is provided at no additional charge. Beyond 31 miles, response times are modified per the table below. If your site is more than 31 miles from Paramount Computer Corporation's Office, there will be an additional travel charge. Response times to sites located more than 31 miles from Paramount Computer Corporation will have the following modified response times for extended travel:
Service Limitations	At PCC’s discretion service will be provided using a combination of remote diagnosis, services delivered onsite or other service delivery methods. PCC will determine the appropriate delivery method required in order to provide effective and timely customer support. An onsite response time commitment will not apply if the service can be delivered via the use of remote diagnosis or remote support or other service delivery methods as described above. Services such as, but not limited to, the following are excluded from this service: Recovery of the operating system, other software, applications, and data Troubleshooting for interconnectivity or compatibility problems Services required due to failure of customer to incorporate any system fix, repair, patch, or modification provided to the customer by PCC Services required due to failure of the customer to take avoidance action previously advised by PCC
Customer responsibilities	The customer will be required, upon PCC’s request, to support PCC in resolving the problem remotely by: Providing all information necessary for PCC to deliver timely and professional remote support and/or to enable PCC to determine the level of support eligibility Starting self tests and/or other diagnostic tools and programs Performing other reasonable activities to help PCC identify or resolve the problem
Distance from Paramount	31-60 miles subject to resource availability
Response time 4 hours	8 hours Established at time of order and subject to resource availability
Response time next day	1 additional coverage day Established at time of order and
Coverage	PCC Hardware Support Onsite provides coverage for HP or Compaq branded hardware products, all HP-supplied internal components (such as HP Jetdirect cards, memory, and disk drives). Consumable items including, but not limited to, media, cartridges, maintenance Kits and other supplies, user maintenance and non-HP devices are not covered. For components that are discontinued, an upgrade path may be required. PCC will work with the customer to recommend a replacement part. Not all components will be covered in all countries due to local support capabilities. Technical information contained in this document is subject to change without notice.