Shape your future in 2012

Shape your future in 2012

Shape your future in 2012

ServiceONE Sales
ServiceONE SalesSales
HP ServiceONE
Operations Guide
Operations
OperationsGuide
Guide

Version Date Comment

1.0 31-August 2011 Valid as of 1 November 2011
1.1 10-January 2012 Valid as of 1 February 2012
Updated sections 5.2; 6.1; 6.2; 7.2; 7.3
STRICTLY HP ServiceONE accredited Partner Confidential

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General Disclaimer:

This Program can be modified or withdrawn at the discretion of HP Technology Services.

Privacy Policy:

© 2011 Hewlett-Packard Development Company, L.P

The information contained herein is subject to change without notice. The only warranties for
HP products and services are set forth in the express warranty statements accompanying such
products and services. Nothing herein should be construed as constituting an additional
warranty. HP shall not be liable for technical or editorial errors or omissions contained
herein.

For more information regarding HP's privacy policy or to obtain contact information, please
visit our privacy statement.

January 2012

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Table of Content
HP ServiceONE – Sales Operations Guide ..................................................................................4
1. Introduction .......................................................................................................................4
2. HP ServiceONE Partner Program .........................................................................................5
3. Lifecycle Service Sales ........................................................................................................6
4. ―More for More‖ Benefits ....................................................................................................7
4.1. Benefits – ServiceONE Specialist ......................................................................................7
4.2. Benefits – ServiceONE Expert ...........................................................................................7
4.3. Benefits – Overview ........................................................................................................8
4.4. Benefit for ServiceONE partners: M4M sales compensation .................................................9
4.5. Benefit for ServiceONE partners: Intellectual Capital Management (ICM) ........................... 10
4.6. Benefit for ServiceONE partners: Insight Remote Support (Insight RS) ................................. 10
5. Rewarding More-for-More: TOP ........................................................................................ 11
5.1. FY 2012 Country Penetration Rate Percentage (%age) averages - Your country average ...... 11
5.2. HP Product Lines considered in 2012 TOP market baseline and measurement ..................... 12
6. ServiceONE Program requirements ................................................................................... 14
6.1. ServiceONE Program requirement details ....................................................................... 14
6.2. ServiceONE sales training & certification........................................................................ 16
7. HP ServiceONE accreditation management........................................................................ 18
7.1. FY2012 ServiceONE sales compensation eligibility timelines ............................................ 18
7.2. ServiceONE compliance management ........................................................................... 18
7.3. Reapplication period .................................................................................................... 19
8. HP Services Types/Definitions ........................................................................................... 20
8.1. HP Care Pack Services ................................................................................................. 21
8.2. HP Contractual Services ................................................................................................ 21
8.3. HP Technology Consulting Services ................................................................................ 22
9. HP Care Pack Terms & Conditions ..................................................................................... 23
10. Registration of HP Care Pack Services ............................................................................ 24

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HP ServiceONE – Sales Operations Guide

1. Introduction

Welcome to the HP ServiceONE Program Sales Operations Guide. The purpose of this Guide is to
document the sales requirements between HP and your company to maintain ServiceONE program
participation and to supplement the Partner Agreement you have with HP.

This guide is exclusive for our ServiceONE accredited partners‘ usage in EMEA as a reference of all
2012 ServiceONE relevant information.

This module of the Guide refers to ServiceONE sales relevant information. Further ServiceONE
Operations Guides cover

 HP ServiceONE Service Contract Specialist (SCS) Operations Guide.

HP Contractual Services Terms and Conditions related to the Services Contract Specialist
(SCS) relationship and are made available to partners with the associated additional
addendum.

 HP ServiceONE Expert and Specialist Delivery Operations Guides:

ServiceONE Expert and Specialist Delivery programs, which are made available to partners
with the associated additional addendum.

We look forward to working with you in mutually profitable business relationship, selling and
delivering service offerings -- to our customers.

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2. HP ServiceONE Partner Program

HP ServiceONE represents a new, innovative approach to partnership and collaboration that makes
working with HP Technology Services simpler, easier and more profitable than ever before.

HP ServiceONE partner can extend their portfolio by offering innovative HP Services that span the
entire IT solution lifecycle. This means, partners can not only offer comprehensive services options,
ranging from basic maintenance and support to strategic consulting services, but partners will also
profit by selling larger, more complex solutions incorporating HP services that have associated to it
additional delivery annuity revenue schemes over the lifecycle of the solution.

HP ServiceONE program is designed to provide two tiers of relationship, depending upon your HP
Services sales performance and capability, and can be expanded to delivery opportunities based on
partner capabilities.
HP ServiceONE
Specialisations
HP ServiceONE Specialist (entry level):
The HP ServiceONE Specialist relationship is Investment/Benefits/Rewards
designed to help eligible partners grow faster
and offer more. You can take advantage of Expert
extensive HP resources available only to
Expanded business opportunity

Collaborative relationship

accredited ServiceONE partners.

HP ServiceONE Expert:
Specialist
The HP ServiceONE Expert specialisation
is HP‘s premiere level of service partnership,
accessible only to top performing
partners.

HP ServiceONE forms a core element of HP‘s Channel Management Framework, specifically the
EMEA the Preferred Partner Program.

HP ServiceONE is designed for HP resellers, those that purchase directly from HP and also those who
purchase through Distributors. The sales of most HP Technology Services are covered by the HP
Partner Agreement that Preferred Partners sign with HP.

HP ServiceONE is part of HP‘s industry leading HP Preferred Partner Program. The objective of
ServiceONE is to provide an enhanced program to partners focused on selling HP Technology
Services. With ServiceONE, HP is enhancing ―more for more‖ benefits, encouraging Channel
Partners to expand into lifecycle service sales, and broaden sales of the HP Services portfolio as well
as enable eligible partners to deliver across the entire services lifecycle.

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3. Lifecycle Service Sales

The ServiceONE Program is designed to enable partners to take advantage of all the opportunities to
sell Services throughout the technology lifecycle, from the upfront purchase to conversion to renewal.
This approach enables Partners to have an ongoing presence in the account which provides long term
support in line with end user customer business requirements. This translates to opportunities for
mutually profitable growth for HP and its‘ Partners.

HP ServiceONE is structured to deliver a predictable and profitable revenue stream for both the
partner and HP. The partner plays a key role as they sell HP‘s Branded Services Portfolio and are
closer to the end user customer than HP is, thereby providing the geographic coverage. This structure
makes it easier and more efficient for HP‘s partners to respond to their end user customers‘ service
business needs, and realize the following benefits:

 Grow partners installed base business by leveraging the breadth of HP services portfolio

 Build an annuity stream for a sustained and predictable growth

 Enhance customer satisfaction and strengthen relationship with customers for future growth

 Identify opportunities to renew and convert expired care pack services into annual
maintenance contracts

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4. ―More for More‖ Benefits

Partners will be measured and rewarded based on their Total Operating Performance (TOP) score.
The TOP measurement takes into account the complete life cycle of HP Service sales of the partner
and compares with local country average performance. Further details on TOP calculation can be
found in section 5.

4.1. Benefits – ServiceONE Specialist

HP ServiceONE Specialist partners have access to exclusive benefits. In section 4.3., you find the
reference to the key benefits for ServiceONE Specialist and Expert partners. In addition, partners who
have invested into the delivery accreditation have access to additional service delivery benefits.
Details for these delivery benefits can be found in the ServiceONE Specialist Delivery Operations
Guide.

4.2. Benefits – ServiceONE Expert

HP ServiceONE Expert partners have access to a host of enhanced exclusive benefits. In section 4.3.,
you will find the reference to the key benefits for ServiceONE Experts. In addition, partners who have
invested into the delivery accreditation have access to additional service delivery benefits. Details for
these ServiceONE Expert delivery benefits can be found in the ServiceONE Expert Delivery
Operations Guides.

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4.3. Benefits – Overview
ServiceONE Benefits
Sales Benefits ServiceONE Specialist ServiceONE Expert
Gold Preferred Partner status and associated benefits  
HP ServiceONE Pay for Results (PfR) compensation  Highest level
Preferential Market awareness activities, including exclusive
ServiceONE Specialist ServiceONE Expert
use of GOLD ServiceONE logo
HP Service Account Management  
Market development funds (MDF)  
Reference on HP Partner Locator  Priority reference
Delivery Benefits

Service delivery accreditation

HP Care Pack Services for Commercial Products  
HP Care Pack Services for Enterprise solutions n/a 
HP Contractual Services for Commercial and Enterprise
n/a 
products
Exclusive access to HP Intellectual Property for Service delivery,
Standard access Highest access
training + spare parts
Priority access to HP technical support  
Exclusive access to HP delivery compensation
Non-event-based payments  
Parts and labor reimbursement

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4.4. Benefit for ServiceONE partners: M4M sales compensation
The ServiceONE partner sales compensation scheme is designed to reward our top performing
partners with higher benefits – following the ‗More for More‘ principle.

ServiceONE accredited partners‘ performance will be reviewed and aligned to the appropriate ‗More
for More‘ band.

The key performance indicator is the Total Operating Performance (TOP) metric, as well as the
partner‘s ServiceONE program status, eg ServiceONE Specialist or Expert.

The below visualization illustrates the ServiceONE More for More sales compensation curve.

Further details will be made available in the ―HP Partner Compensation Program Terms for Resellers‖.

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4.5. Benefit for ServiceONE partners: Intellectual Capital
Management (ICM)
Access to Intellectual Capital will be granted to accredited partners based on their contractual
relationship with HP and on the partner program which they qualify for. This access to HP
infrastructure should be used to perform HP approved activities only. Partners accepts all responsibility
for ensuring that access rights to infrastructure (including, without limitation, HP Partner Portal, Global
Channel Services Network (GCSN) and HP Support Center (HPSC) is granted only to those
individuals in the partner‘s organization who require such access to support their business. Removing
access for users who no longer have a reasonable business need should occur within 10 days of such
user‘s change in status. HP reserves the right to revoke access at partner, or at individual user level at
it‘s discretion.

4.6. Benefit for ServiceONE partners: Insight Remote Support

(Insight RS)
HP Insight RS is a proven remote monitoring software solution that is used by thousands of companies
around the world. With customer approval, Insight RS also provides ServiceONE accredited partners
opportunities for achieving a better understanding of their customer‘s future needs on a regular basis.
In addition Insight RS can allow HP ServiceONE delivery accredited partners to automatically receive
highly pre-qualified break-fix alerts for HP products from their customers‘ environments.

Insight RS is an integral element of ServiceONE, for details on how you can maximize the opportunity
provided by Insight RS and for information on Data Privacy Regulations, please visit the HP Smart
Portal Insight RS dedicated page at http://www.hp.com/partners/EMEA/remotesupport.

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5. Rewarding More-for-More: TOP

TOP – Total Operating Performance - is a measure of partners‘ HP Service (HP Care Pack and HP
Contractual Services) performance relative to their market ‗benchmark‘.
Market ‗benchmark‘ is defined at a country level and is calculated by HP Product Business Unit
Group.

Total Operating Performance (TOP) considers:

 The local market place the partners are competing in

 The HP product portfolio the partners are selling.

Key characteristics of the TOP:

 The country averages are measured considering the FY2011 Gold Preferred Partner
Candidates community

 Includes Partner‘s that sell services and partners that do not sell services

 Comprises the sales that included services and the sales that did not include services

 Measured on12 month period and set for one year

 Set at a country level, annually.

5.1. FY 2012 Country Penetration Rate Percentage (%age) averages

- Your country average
Country average PR %age logic

HP evaluates on a yearly basis, at a country level, the market average penetration rate for HP
services. This market average is based on the performance of all Gold Preferred Partner Candidates.
TOP is an evolution of the PRI metrics, and has been enhanced based on feedback that we have
received from our partners. TOP considers the full lifecycle services that partners are selling, eg HP
Care Pack Services and HP Contractual Service. However the market average is set ONLY using the
sales of HP Care Pack Services and does not include HP Contractual Service sales.

Local country averages apply

SWD SWD BCS HP

Sub-region Country PSG PR% IPG PR% ISS PR%
volume PR% value PR% PR% Networking

xxx

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5.2. HP Product Lines considered in 2012 TOP market baseline
and measurement
The below list contain all the HP Product Lines (PL) that are considered in the 2012 TOP
market baselines, as well as the monthly TOP calculation. Subject to change.

IPG (27) 9H Workstations Branded Options

2B Consumer Mono Laser 9J Handheld Branded Options
2D Technology & Industry Solutions AN Mobile Computing Prod
2N AiO - DeskJet BO Commercial Displays
KV Retail Notebooks
2Q Consumer AiO Mono Lasers
MP Commercial NB Accessories & Options
30 DesignJet HW
TA Mobile Workstations
3Y DE IJ Printers
TB Workstation Monitors
4X Scanners US RPOS
5M AiO - Photosmart UT Digital Signage
6A Commercial Attach UV Mobile Thin Clients
7T OJ Pro Printers
8A Personal Mono Laser
AK Shared Color Laser ESSN (31)
C5 Printer Based Mono MFP's BCS (6)
DL SFP - DeskJet 1X HP IntegritySolution
DU OJ Printers 23 BCS Software
K5 Consumer AiO Color Laser 2M HP 9000 Solutions
HA Alpha Systems Divisi
KP Consumer Scanners
TQ BCS Blades
LY Personal Color Laser
TR BCS x-86 Servers
MA AiO Mono Laser
MC MFP Other HPSD VOLUME (7)
PQ Shared Mono Laser 1Y Storage Networking
SB Consumer Color Laser 3C Commercial Tape & SW
ST Printer Based Color MFP's 3S D2D StoreOnce
3V Converged Infrastructure Appliances
T2 AiO Color Laser
J2 Scale-Out SAN Disk & Software
T5 IITO
LI Commercial Disk & SW
TW Scitex LE HW
LL Bladed Storage
UD Document Solutions
HP Networking (5)
PSG (20) 1U Telephony Products
21 Handheld Info Products 6H Networking Products EV
2C Thin Clients I5 Networking Products EV C
2G Consumer Displays I6 Networking Restricted Products A-C
5U Commercial Transactional Desktop I7 Networking Products A-C
5X Workstation Systems
6J Consumer Desktops HPSD VALUE (5)
6U Commercial Transactional Notebook 3Z 3PAR Disk and SW
7F Commercial Desktop PCs LJ Enterprise Nearline
9F Commercial Desktop Branded Options LK Scale Out NAS

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 LM EVA Disk & SW 6C Storage and data management consulting
LN XP Disk and SW 6W 3PAR Support Services
72 BCS Server Support
ISS (8) 7G Network Services
4U Volume Software EA HP Critical Facilities Services
J3 3rd Party Software X86 G4 Data Center Transformation
LA Entry Level Systems & Accessories JN Mission Critical and Technical Services
MV Blades Units & Enclosures K2 Graphic Support Services
SI Server Storage & Inf K3 HP Technology Software Services
SY Systems Division MG Commercial Support Services
TN Scale-out Computing and HPC MN Consumer Warranty Extensions
UZ Converged Infrastructure Solutions R4 IPG Support
R6 Consumer Service & Support
R7 PSG Support
Services (21)
R8 Storage Support
06 Industry Standard Servers Support
UW Integration and Deployment Services
1Z TS Network Consulting
UY TS Multivendor Services
4J Education Services
5V Client infrastructure

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6. ServiceONE Program requirements

The HP ServiceONE Program offers two tiers of partnership —Specialist and Expert.

Please see below the detailed requirements. The ServiceONE sales investments are pre-
condition for all partners.

Partners who have invested into delivery and wish to become accredited for one or more of the Specialist or Expert delivery tracks
must comply with the ServiceONE sales investments.

6.1. ServiceONE Program requirement details

The requirements to participate in the ServiceONE programs are as follows:

 Sales orders. This represents the total value of HP hardware, software, and services
sales orders (as measured in a 12 month period). In order to qualify as a ServiceONE
Specialist or Expert, partners need to maintain their total HP sales revenue at the
minimum country level.

 Total Operating Performance (TOP). This performance metric is designed to

capture partner‘s past performance and potential to grow. It also helps determine
eligibility for the ServiceONE sales compensation scheme. This metric is explained in
section 5 of this Guide.

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  Sales certifications. Depending on your location and industry specialization, your
team must hold and maintain selected HP sales certifications. These ServiceONE
trainings and associated exams are available since the launch of the ServiceONE
program in November 2011.

Note: further country specific requirements might apply.

HP ServiceONE Specialist HP ServiceONE Expert

Total HP $ revenue
<insert local threshold> <insert local threshold>
threshold

TOP minimum ≥ 0.80 ≥ 1.30

 Min. 2 Sales Certified  Min. 2 Sales Certified ―Support

―Support Services‖ Level Services‖ Level One [2012] per
One [2012] per partner partner branch
branch
 Min. 2 Sales Certified ―Support
HP ExpertONE service
 Min. 2 Sales Certified Services‖ Level Two [2012] per
sales certifications
―Support Services‖ Level partner branch
Two [2012] per partner
 Min. 2 Advanced Sales
branch.
Certified ―Professional Services‖
[2012] per partner organization

Additional country
conditions

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 6.2. ServiceONE sales training & certification
HP Sales trainings and certifications can help Partner Sales reps dramatically increase services
attach rates, jump starting business growth through focus on services spanning the IT lifecycle.
The new HP service sales certifications are part of HP‘s ExpertONE learning program and a
mandatory business requirement of the HP ServiceONE program.

Certification Training Exam ID Course Coverage Benefits

Course ID

HP‘s Commercial products, Understand ServiceONE

including printing and program benefits
HP Sales imaging solutions, personal
Certified computing, Industry Know when and how to sell
Support Level I 00405781 HP2-E46 Standard Servers & selected HP Care Packs
HP education services
Available now! Create lifecycle services
opportunities

HP‘s Value & Enterprise class Service Solutions for HP‘s

HP Sales products—in particular HP value products
Certified Mission Critical Services &
Support Level II 00405421 HP2-E47 Services Portfolio for Maximise revenue and margin
Business Critical System
Available now! Servers, x86 servers, HP Create opportunities to up sell
Storage & HP Networking

Identifying and optimizing

Mission Critical sales
HP Advanced opportunities; comparing Identify and optimise Mission
00402962 customers‘ IT operations with
Sales Certified Critical opportunities
(exclusive for ITSM standards;
Professional
ServiceONE demonstrating how IT
Services * Link Mission Critical services
Expert performance affects with product sales
partners) customers‘ business results; sell complex solutions
linking Mission Critical
Services with product sales

*Available Q2/Q3 as face-to-face trainings – exclusive for ServiceONE Expert

partners

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 Requirements:

FY12 ServiceONE accredited partners:

 ServiceONE Specialist Partners must complete HP Sales Certified Support Level II.
(Level I is a pre-requisite of Level II).
• Min. 2 Sales Certified ―Support Services‖ Level One [2012] per partner
branch
• Min. 2 Sales Certified ―Support Services‖ Level Two [2012] per partner
branch.

 ServiceONE Expert Partners must complete HP Sales Certified Support Level II, as
well as HP Advanced Sales Certified Professional Services (Note: HP Advanced sales certified
Professional Services is expected to be available in Q2).
• Min. 2 Sales Certified ―Support Services‖ Level One [2012] per partner
branch
• Min. 2 Sales Certified ―Support Services‖ Level Two [2012] per partner
branch
• Min. 2 Advanced Sales Certified ―Professional Services‖ [2012] per
partner organization

Deadline for Level II Certifications is by 30 April 2012. Partners can track Certification
completions via Top Shape.

New partner applicants:

Before accreditation, partner must be fully certified with minimum certification criteria.

Consequence, in case of non-compliance (applies to existing partners) for

ServiceONE accredited partners
 Q3 compensation: existing partners that are not compliant by 30 April will be
downgraded by 1 band (eg partners @ 6% compensation band -> receive 4%
compensation, @ 4% compensation band -> receive 2% compensation, @ 2%
compensation band -> no eligibility
 Q4 compensation: existing partners not compliant by end May – not eligible for Q4
compensation

These courses are accessible through The Learning Centre (TLC) on Smart Portal.

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7. HP ServiceONE accreditation management

7.1. FY2012 ServiceONE sales compensation eligibility

timelines
The below table illustrates the key timelines on FY2012 ServiceONE sales compensation
validation timelines.

 Eligibility for HP Q112 ServiceONE compensation checkpoint is August 2011

(12 months timeframe: 1 August 2010 to 31 July 2011)

 Eligibility for HP Q212 ServiceONE sales compensation checkpoint is December 2011

(12 months timeframe: 1 December 2010 to 31 November 2011)

 Eligibility for HP Q312 ServiceONE sales compensation checkpoint is March 2012

(12 months timeframe: 1 March 2011 to 29 February 2012)

 Eligibility for HP Q412 ServiceONE sales compensation checkpoint is June 2012

(12 months timeframe: 1 June 2011 to 31 May 2012).

7.2. ServiceONE compliance management

Program performance will be measured monthly and HP will conduct a formal review with
each ServiceONE delivery partner every quarter. Upon partner‘s request, ServiceONE
Specialist partners who meet ≥ TOP 1.30 for 3 consecutive months of steady performance
would be considered for upgrading to ServiceONE Expert accreditation, subject to new
business agreement and delivery requirements.

ServiceONE delivery partners who do not meet sales and/or delivery performance
compliance will be subject to a follow-up by HP to initiate a “Recovery Plan.”

These partners will be requested to submit a recovery program to HP, detailing the activities
and projected growth in services within an agreed timeframe to achieve the minimum
stipulated performance criteria. Any partners who do not conform to program requirements
shall have their Delivery addendum terminated and their associated HP service delivery
entitlement.

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7.3. Reapplication period
Following de-accreditation from ServiceONE accreditation:

Re-application as ServiceONE delivery partner: if a partner wishes to re-apply for an HP

ServiceONE delivery accreditation, a waiting period of six (6) months will be observed before
the partner could be re-authorised as an HP ServiceONE delivery partner.

ServiceONE delivery tracks: If a ServiceONE delivery partner wishes to re-apply for a

ServiceONE delivery track, a waiting period of three (3) months will be observed.

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 8. HP Services Types/Definitions

The Table below highlights a List of Order Types/Descriptions:

Order Type Description

HP Care HP Care Pack Services are support services packaged for ease of sale with HP Products
Pack and sold through product ordering systems within 90 days of equipment purchase
Services

Day 1 New Services for ―New Equipment‖

contracts  Warranty start date or software purchase date is within the most recent 90 days

Renewal Installed Base Ongoing

 Contract Renewal (including Multivendor products supported in the last 180 days)
 Change in Service Level of existing supported hardware or software
 Service Deliverable increases (an increase in the quantity of an existing service
deliverables on a renewal or existing contract)
 Additional Service Deliverables (Newly added service deliverables to a renewal
or existing contract are considered ―expansion‖ of the customer contract, e.g.,
Patch Analysis)
Conversion Conversion from HP Care Pack services
 Applicable for conversion of Care Packs 180 days or less from expiration

New New Services for ―Older Equipment‖

Contracts  Products that were not under Contract or Care Pack support in the last 180 days
 Warranty start date or software purchase date is greater than the most recent 90
days
Per Event Per event are discrete, planned services that do not require renewal and ongoing
contractual management

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8.1. HP Care Pack Services
HP Care Pack Services are a defined portfolio of services that:

 Uplift the standard warranties

 Provide additional support and levels of availability

 Are standardized across hardware technologies and geographies, offering consistent

support

 HP Care Pack Services are sold at the time of sale for specified products and solutions

 HP post warranty Care Pack Services are sold to extend annual maintenance services.

HP offers 2 types of Care Packs, Fixed and Flexible, and as the name implies, one have fixed
service levels while Flexible Care Packs have flexible service levels.
With both fixed and flexible Care Packs, partners have an easy method to approach the
service market and address customer‘s service needs.

8.2. HP Contractual Services

HP Contractual Services cover across the HP product lines. The benefits to sell HP Contractual
Services are amongst other:

 To be able to consolidate customer‘s IT maintenance requirements into a single

contract

 Expand existing customer relationship to generate incremental revenue

 Renew the contractual business to get profitable services revenue with minimal sales
effort.

The HP Contractual Services can be sold according to the following:

 New services on new HP branded products (Day 1 contract)

 New services on existing HP branded products

 Conversion of warranty and expiring HP Care Pack to service agreements

 Renewal of existing SCSP contracts or sold under the SCSP program

 HP Event Services – typically Integration and Technical Services (formerly Datacenter

Services) and Installation Services.

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8.3. HP Technology Consulting Services
HP Consulting Services portfolio includes a broad range of project services sold standalone or
with a solution sale (e.g. Cloud, Datacenter design, Implementation Services).

There are two types of HP Technology Consulting Services:

 Custom HP Technology Consulting Services - These services are tailored to customer

needs. They provide consulting and implementation services that support the
customer‘s business objectives. They usually feature a Statement of Work (SOW)
written in conjunction with the customer that addresses their specific needs. Custom
transactions can be simplified with ―Unit of Service‖ HP Care Pack Services part
number(s).

 Packaged HP Technology Consulting Services - This is a suite of short-duration, project-

based solutions that are packaged in an HP Care Pack at a pre-defined price. Their
deliverables can be summarized in a ―data sheet.‖ Examples can be found in HP
Critical Facilities Services, Infrastructure Consulting, Network Consulting and HP
Integration and Technical Services.

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9. HP Care Pack Terms & Conditions

Partners are required to provide HP Care Pack Terms & Conditions to end-user customers at
time of quote or when orders are placed; ideally, the HP Care Pack Terms & Conditions are
provided during both of these Partner/Customer engagement activities. Communication of the
HP Care Pack Terms and Conditions can either be provided by electronic or physical mail, or
made available for customers to access via an alternative method, such as a customer-facing
webpage that the partner manages. Please note that if the alternative for customers to access
the HP Care Pack Terms & Conditions is chosen, it must be explicitly highlighted and easily
accessible.

The HP Care Pack Terms & Conditions are accessible via the following URL:

http://h20559.www2.hp.com/portal/site/cpc?ac.admitted=1307736861890.204365742
3.175170253

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10. Registration of HP Care Pack Services

It is the Partners responsibility to notify their customers of the customer responsibility to register
and thereby activate the HP Care Pack Service Agreement within ten (10) days of the
purchase of the Service, as stated in the HP Care Pack Terms and conditions. Customer‘s
failure to activate the Service Agreement within this timeframe may result in a delayed delivery
of service.

For more information visit http://www.hp.com/go/hpcarepack/emea/activate.

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