Service overview

	Benefits to you

•	Extends HP's on-site hardware warranties and maintenance attributes to include natural and man-made disasters.
•	Comprehensive hardware asset protection service.
•	Predictable costs for service coordination, parts, labor and reimbursement for many disaster-related expenses.
•	Provides equipment repair or replacement on a "priority-one" basis when hardware is physically damaged.
•	No deductible and no value lost due to depreciation.
•	Provides the "get back home" strategy to Disaster Recovery or Business Continuity Plans.
•	Improves uptime and productivity.
•	High quality support backed by HP.
•	Easy to invoke.

	Service feature highlights

•	If a disaster strikes, your ProLiant Server is quickly restored to working order at no extra cost to you with no additional demands placed on your staff.
•	Priority response to repair or replace physically damaged contracted hardware.
•	HP coordinates an action plan to assess the damaged of the contracted hardware, procures, ships, integrates, installs and tests the hardware to insure working order.
•	Once onsite HP provides 7x24 continuous effort.
•	Guaranteed delivery for shipment of repair/replacement hardware within 72 hours of assessment.
•	Repair/replacement equipment of like functionality and performance.
•	Repair/replacement equipment shipped to the location the customer chooses.
•	PLUS Recover-All Service provides additional expense reimbursement, up to pre-defined limits, for many costs actually incurred as a result of the disaster.

	Specifications

Service coordination

•	Service engineers
•	Network specialists
•	Local and district service mangers
•	Environmental specialists
•	Installation specialists
•	Software specialists
•	Risk management personnel

Priority-one repair and replacement

Guaranteed shipment for hardware repair order

Replacement of HP equipment

•	Provide Customer with a comparable system
•	Prove an upgrade, i.e., a system or component of higher capacity, or
•	Procure the equipment from a third-party such as a HP Reseller

System restoration

To invoke a claim

No loss of computing capacity and no depreciation expense

Reimbursement for many disaster related expenses

•	Data and media -- Recover-All Service provides reimbursement, up to pre-defined limits, for the cost of reproducing from backup media, any data or media which is lost a the result of a covered peril, providing the data or media is mounted on covered property at time of the loss. Data is defined as the information stored on the media and includes facts, computer programs and software. However, data does not include customer-developed, modified, or unlicensed software or computer programs. If lost data is not replaced or reproduced, Recover-All Service will reimburse Customer for the cost of blank media of the same kind and quality as that damaged.
•	System intrusion -- Recover-All Service will provide reimbursement, up to pre-defined limits, for costs incurred as the result of direct physical loss or damage to covered property due to system intrusion. System intrusion is defined as maliciously designed programming intended to harm covered property by damaging or destroying it. Coverage includes costs incurred to: • Return the covered property (computer hardware) to working order, i.e., the condition that existed prior to the intrusion; • Retrieve data and software from media mounted on the covered property at time of the loss; • Reproduce data from duplicate records or media. • If the data is not replaced or reproduced, Recover-All Service will provide reimbursement, up to pre-defined limits, for the cost of replacing blank media of same kind and quality of that damaged.
•	Environmental consulting -- Recover-All Service provides reimbursement, up to predefined limits, for environmental consulting services required to evaluate the actual or potential environmental contamination to the covered property.
•	Relocation of undamaged equipment -- Recover-All Service provides reimbursement, up to pre-defined limits, for costs to relocated undamaged contracted computer equipment that is in imminent danger and to later return the equipment to it's original location. Covered costs, include de-installation, transportation, storage, re-installation and insurance.
•	Debris removal, fire protection system recharge -- Recover-All Service provides reimbursement, up to predefined limits, for the cost of removing the debris of the covered property and for recharging the fire protection system.
•	Data center design -- If Customer's covered property is contained in a data center that is destroyed due to a covered peril, Recover-All Service provides reimbursement, up to pre-defined limits, for fee incurred to design a replacement data center.
•	Alternate processing site -- When covered property is damaged or destroyed by a covered peril and the data center containing the property is rendered unsafe of inoperable, requiring the Customer to occupy an alternate processing site, Recover- All Service will provide reimbursement, up to predefined limits, for the disaster notification fee and hourly/daily usage fees while at alternate processing site.
•	Loss of facility access -- If the Customer is denied access to their facility-either by order of a civil authority or the facility is damaged by a covered peril and cannot be used for its intended purpose -- and that loss of access prevents Customer from utilizing covered systems, Recover-All Service will provide reimbursement up to pre-defined limits, for the cost of obtaining, installing and using temporary-use equipment at an alternate processing site.
•	Extra expense -- Recover-All Service provides reimbursement, up to predefined limits for reasonable expenses incurred to continue normal data processing operations for the period during which the Customer's equipment is being repaired or replaced. This would include costs incurred for transportation, meals and hotel accommodations while occupying an alternate processing site. Recover-All Service will not pay for expenses Customer would normally incur as part of routine data processing operations.

Service limitations

•	Damage to equipment that does not have a valid HP on-site hardware warranty, extended warranty or maintenance agreement;
•	Damage caused by failure to provide manufacturer's recommended maintenance or site specifications;
•	Recovery of custom developed, modified or unlicensed software, data or computer programs;
•	Damage due to war or nuclear incident, unauthorized attempts to require equipment, use of damaged or defective media, or fraud;
•	Business interruptions, obsolescence, cosmetic damage, or programming errors;
•	Standard maintenance, services already covered under an HP onsite service agreement or warranty;
•	Damage to underground cables, or cables located in floors, walls, or ceilings
•	Damage caused during relocation of hardware. The Recover-All Service agreement is temporarily suspended during the time the equipment is de-installed, re-installed and verified. However, HP Relocation Service includes insurance coverage for equipment damaged during hardware relocation.
•	Damage to covered property caused by terrorist acts is subject to the terms, conditions and limitations provided by the Federal Terrorism Risk Insurance Act of 2002, (TRIA), an any subsequent ruling made by the U.S. Government and its agencies that my impact TRIA.

Customer responsibilities

•	Ensure HP ProLiant Server is under warranty or have an active HP on-site hardware maintenance agreement, with a minimum of next business day service level response, to be Recover-All Service eligible;
•	Notify HP immediately of equipment malfunction or damage to contracted hardware;
•	When placing a call, have the Care Pack certification number, system serial number, contact name and telephone number and/or contracted equipment location available for HP representative;
•	Customer must identify the call as Recover-All Service when calling Failure to specify Recover-All Service claim may result in routine service response and repair procedures;
•	Allow HP, or its authorized representative, full and unrestricted access to all equipment and communication facilities;
•	Ensure that their Company representative is present during service;
•	As a prerequisite to processing reimbursement claims, provide proof of loss if requested by HP;
•	Maintain site conditions within the specified environmental range of all systems devices and media as specified by the equipment manufacturer. Failure to maintain or correct non-compliant conditions may result in HP terminating the Recover-All Service Agreement;
•	Be responsible for preventative maintenance of contracted equipment;
•	Be responsible for the security of its proprietary and confidential information and for maintaining a procedural reconstruction of lost or altered files. This includes, but is not limited to creating back-up copies of the software provided with the system;
•	Ensure all software is properly licensed; Take all steps necessary to protect contracted equipment from damage.

Service coverage

General provisions:

•	Due to State and Federal insurance regulations no discounts or waivers apply to Recover-All Service.
•	HP's maintenance on non-HP hardware products neither implies nor warrants compatibility with HP's hardware products or any software.
•	HP has no responsibility for deficiencies or adverse performance where non-current revisions of software are affected by hardware products upgraded to or replaced at latest hardware revisions levels.
•	HP reserves the right to subcontract the services and to assign the contract to which the services relate.

Recover-all service policy

Agreement

Geographic coverage

Ordering information

For more information
	For more information on HP Services, contact any of our worldwide sales offices or visit our worldwide Web site on the internet at: http://h20219.www2.hp.com/services/cache/9323-0-0-225-121.aspx

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