City of Palo Alto
(ID # 2002)
City Council Staff Report
Report Type: Consent Calendar
Meeting Date: 10/17/2011
Summary Title: Hewlett-Packard Support Services
Title: Approval of Contract for Hewlett-Packard Software Maintenance Support
Services for the City of Palo Alto Hewlett-Packard Computer Systems.
From: City Manager
Lead Department: IT Department
Recommendation
Staff recommends that the City Council:
1. Approve and Authorize the City Manager or his designee to execute the attached
contract with Hewlett-Packard Company in the amount of $455,173.80, for software
maintenance services in support of the UNIX and MPE computer servers.
2. Authorize the City Manager to extend the contracts annually, subject to the Council’s
annual appropriations.
Executive Summary
Approval of a contract and several exhibits with Hewlett-Packard Company in the amount of
$455,173.80, payable over a five-year period at $91,034.76 per year, for software maintenance
support.
Background
The City’s computer systems, using the UNIX and MPE operating systems, are based on the
Hewlett-Packard (HP) platform and are maintained by HP. HP applies software updates to those
systems. This is so that all relevant patches are installed to keep the servers operating systems
current. There are 11 HP systems that the support contract covers.
Discussion
The City’s IT staff has received software maintenance services from HP for over 34 years and, as
the City has added more servers, the cost of the maintenance has increased. Staff has
consolidated multiple HP maintenance and support agreements under one contract. This
simplifies the contract renewal process. To further realize cost savings the City has attached
itself to the Western States Contracting Alliance Master Pricing Agreement (Attachment A)
which was competitively bid in accordance with City Policy. The pricing quote from HP
(Attachments C and H) contains all pricing by piece of equipment. Attachments B, D-F contain
October 17, 2011
(ID # 2002)
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the Terms and Conditions, and Support Levels. Attachment G is the Sole Source Justification for
this contract.
Resource Impact
The funding is covered within the I.T. Department’s operating budget.
Policy Implications
Approval of the agreements is consistent with existing City policies.
Environmental Review (If Applicable)
These services do not constitute a project for the purposes of the California Environmental
Quality Act.
Attachments:
•
Attachment A - HP WSCA Master Agreement
•
Attachment B - HP Single Order Terms for Support
•
Attachment C - HP Pricing - 5 year Quote
•
Attachment D - HP Service Agreement Terms and Conditions (PDF)
•
Attachment E - HP Software Support 24x7
(PDF)
•
Attachment F - HP Proactive 24 Data Sheet
(PDF)
•
Attachment G - HP Sole Source (PDF)
•
Attachment H - HP Pricing - 5 year Quote Data Protector
(PDF)
(PDF)
(PDF)
Prepared By:
Ron Fong, Manager, IT
Department Head:
Rob Braulik, Project Manager
City Manager Approval:
James Keene, City Manager
October 17, 2011
(ID # 2002)
(PDF)
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HP SINGLE ORDER TERMS FOR SUPPORT
A.
HP BASE TERMS
1.
2.
DEFINITIONS
a.
Affiliate of a party means an entity controlling by, or under common control with, that party.
b.
Deliverable means the tangible work product resulting from the performance of Support excluding Products and Custom Products.
c.
Hardware means computer and related devices and equipment, related documentation, accessories, parts, and upgrades.
d.
HP Branded means Products and Support bearing a trademark or service mark of Hewlett-Packard Company or any Hewlett-Packard
Company Affiliate, and embedded HP selected third party Software that is not offered under a third party license agreement.
e.
Product means Hardware and Software listed in HP's standard price list at the time of HP's acceptance of Customer order, and
including products that are modified, altered, or customized to meet Customer requirements “Custom Products”.
f.
Software means machine-readable instructions and data (and copies thereof) including middleware and firmware and related updates
and upgrades, licensed materials, user documentation, user manuals, and operating procedures.
g.
Specification means technical information about Products published in HP Product manuals, user documentation, and technical data
sheets in effect on the date HP delivers Products to Customer.
h.
Statement of Work means an executed document so titled, that describes the Custom Support to be performed by HP under the
Support Terms section.
i.
Support means Hardware maintenance and repair, Software maintenance, training, installation and configuration, and other standard
support services provided by HP and includes “Custom Support” which is any agreed non-standard Support as described in a
Statement of Work.
j.
Transaction Document(s) means an accepted Customer order (excluding pre-printed terms) and in relation to that order valid HP
quotations, license terms delivered or otherwise made available to Customer with Software, HP published technical data sheets or
service descriptions, HP limited warranty statements delivered with or otherwise made available to Customer with Products, and
mutually executed Statement of Work, all as provided by HP, or other mutually executed documents that reference these HP Single
Order Terms for Support (“Terms”).
k.
Version means a release of Software that contains new features, enhancements, and/or maintenance updates, or for certain Software,
a collection of revisions packaged into a single entity and, as such, made available by HP to its customers (also called a “Release”).
PRICES AND TAXES
a.
Prices. Product and Support prices are specified in the current local published HP price list at the time HP receives Customer's order,
or in a valid Transaction Document. Prices are subject to change at any time prior to HP's acceptance of Customer's order, unless
stated otherwise in a Transaction Document.
b.
Price Validity. Unless prices are changed by HP in accordance with these Terms, prices are valid for the period set forth in a
Transaction Document. Product prices for an order remain valid for ninety (90) days from original order date unless otherwise quoted
by HP.
c.
Taxes. Prices are exclusive of, and Customer shall pay, all taxes, duties, levies or fees, or other similar charges imposed on HP or on
the Customer by any taxing authority (other than taxes imposed on HP's income) related to Customer's order, unless Customer has
provided HP with an appropriate resale or exemption certificate for the delivery location. “Delivery location” means the location where
HP transfers title or possession of Products to Customer or its designate or the location where Support is performed or, in the case of
remote or intangible Support, where the Products being serviced are located.
d.
Withholding Tax. If Customer is required by law to withhold and remit tax relating to Customer's order, Customer shall:
e.
3.
1.
be entitled to reduce the payment by the amount of such tax;
2.
withhold and remit such tax to the applicable tax jurisdiction;
3.
assist HP to obtain the benefit of any reduced withholding tax under applicable tax treaties; and
4.
furnish to HP a tax certificate or other acceptable evidence of payment of such tax as required by the relevant taxing authorities.
Financing. Third party financing transactions require advance notice to HP for appropriate tax treatment.
CUSTOMER ORDERS
a.
Orders. Orders will be governed by these Terms and are subject to acceptance by HP. Orders must specify a “ship to” address and
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have a delivery date within ninety (90) days from the order date unless otherwise provided in a Transaction Document.
4.
5.
6.
b.
Cancellation. Customer may cancel an order for Products (but not Custom Products) at no charge up to five (5) business days prior to
the scheduled shipment date.
c.
Extended Delivery Dates. Changes to orders that extend delivery dates beyond ninety (90) days from the order date shall be
considered new orders at the prices in effect when HP receives the changed order.
DELIVERY
a.
Delivery. HP will deliver Products by arranging shipping to the receiving area at the “ship to” address specified in Customer's order
within the country in which HP accepted the order. HP may elect in its sole discretion to deliver Software, Deliverables, Specifications,
or Product documentation by enabling electronic transmission to, or electronic access or download by Customer in the country where
HP accepted the order.
b.
Delivery Charges. Transportation and handling charges are payable by Customer and will be specified in an HP invoice unless
otherwise specified in a Transaction Document. Special packing or shipping arrangements will be charged separately to Customer.
c.
Delivery Requirements. If HP is unable to meet Customer's Product delivery requirements, Customer may cancel that order, and such
cancellation is Customer's sole remedy.
PAYMENT
a.
Payment Terms. Customer agrees to pay, without offset, all invoiced amounts within thirty (30) days of HP's invoice date. HP may
change credit or payment terms for unfulfilled orders if, in HP's reasonable opinion, Customer's financial condition, previous payment
record, or relationship with HP merits such change.
b.
Customer Default. HP may discontinue performance if Customer fails to pay any sum due, or if after ten (10) days written notice
Customer has not cured any other failure to perform under these Terms.
c.
Security Interest. HP retains a security interest in Products until payment. Customer shall execute any paperwork required by HP to
effectuate any such security interest.
WARRANTY PROVISIONS
a.
Warranty Statements. HP limited warranty statements for Hardware, Software and Support, as applicable, are contained in their
respective sections of these Terms. The limited warranties in these Terms are subject to the terms, limitations, and exclusions
contained in the limited warranty statement provided for the Product in the country where that Product is located when the warranty
claim is made. A different limited warranty statement may apply and be quoted if the Product is purchased as part of a system.
b.
Transfer. Warranties are transferable to another party for the remainder of the warranty period subject to HP license transfer policies
and any assignment restrictions.
c.
Delivery Date. Warranties begin on the date of delivery, or on the date of installation if installed by HP. If Customer schedules or
delays such installation by HP more than thirty (30) days after delivery, Customer's warranty period will begin on the 31st day after
delivery.
d.
Exclusions. HP is not obligated to provide warranty services or Support for any claims resulting from:
1.
improper site preparation, or site or environmental conditions that do not conform to HP’s site specifications;
2.
Customer’s non-compliance with Specifications or Transaction Documents;
3.
improper or inadequate maintenance or calibration;
4.
Customer or third-party media, software, interfacing, supplies, or other products;
5.
modifications not performed or authorized by HP;
6.
virus, infection, worm or similar malicious code not introduced by HP; or
7.
abuse, negligence, accident, loss or damage in transit, fire or water damage, electrical disturbances, transportation by Customer,
or other causes beyond HP’s control.
e.
Non-HP Branded Products and Support. HP provides third-party products, software, and services that are not HP Branded “AS IS”
without warranties of any kind, although the original manufacturers or third party suppliers of such products, software and services
may provide their own warranties.
f.
Disclaimer. THE WARRANTIES AND ANY ASSOCIATED REMEDIES EXPRESSED OR REFERENCED IN THESE TERMS ARE
EXCLUSIVE. NO OTHER WARRANTY, WRITTEN OR ORAL, IS EXPRESSED OR IMPLIED BY HP OR MAY BE INFERRED FROM
A COURSE OF DEALING OR USAGE OF TRADE. TO THE EXTENT ALLOWED BY LOCAL LAW HP DISCLAIMS ALL IMPLIED
WARRANTIES OR CONDITIONS INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
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PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT.
7.
INTELLECTUAL PROPERTY INFRINGEMENT
a.
Third-Party Claims. HP will defend or settle any claim against Customer alleging that HP Branded Products or Support (excluding
Custom Products and Custom Support) provided under these Terms infringes intellectual property rights in the country where they
were sold, if Customer:
1.
promptly notifies HP of the claim in writing;
2.
cooperates with HP in the defense of the claim; and
3.
grants HP sole control of the defense or settlement of the claim.
HP will pay infringement claim defense costs, HP–negotiated settlement amounts, and court-awarded damages.
b.
c.
d.
8.
Remedies. If such a claim appears likely, then HP may modify the HP Branded Products or Support, procure any necessary license,
or replace the affected item with one that is at least functionally equivalent. If HP determines that none of these alternatives is
reasonably available, then HP will issue Customer a refund equal to:
1.
the purchase price paid for the affected item if within one year of delivery, or the Customer’s net book value thereafter; or
2.
if the claim relates to infringing Support, the lesser of twelve (12) months charges for the claimed infringing Support or the amount
paid by Customer for that Support.
Exclusions. HP has no obligation for any claim of infringement arising from:
1.
HP’s compliance with Customer or third party designs, specifications, instructions, or technical information;
2.
modifications made by Customer or a third party;
3.
Customer non-compliance with the Specifications or the Transaction Documents; or
4.
Customer use with products, software, or services that are not HP Branded.
Sole and Exclusive. This sub-section A.7 states HP's entire liability for claims of intellectual property infringement.
INTELLECTUAL PROPERTY RIGHTS
No rights in copyright, patents, trademarks, trade secrets, or other intellectual property are granted by either party to the other except as
expressly provided under these Terms. Customer will not register or use any mark or internet domain name that contains HP's trademarks
(e.g., “HP”, “hp”, or “Hewlett-Packard”).
9.
RESTRICTED USE
Products, Support, and Deliverables are not specifically designed, manufactured, or intended for use as parts, components, or assemblies
for the planning, construction, maintenance, or direct operation of a nuclear facility. Customer is solely liable if Products, Support, or
Deliverables purchased by Customer are used for these applications and will indemnify and hold HP harmless from all loss, damage,
expense, or liability in connection with such use.
10. LIMITATION OF LIABILITY AND REMEDIES
a.
Limitation of Liability. Except for the amounts in sub-section A.7 above and damages for bodily injury (including death) HP's total
aggregate liability is limited to the amount paid by Customer for:
1.
the Product; or
2.
Support during the period of a material breach up to a maximum of twelve (12) months;
that in each case is the subject of the claim.
b.
Disclaimer of Consequential Damages. EXCEPT FOR CLAIMS BY A PARTY FOR INFRINGEMENT OF THEIR INTELLECTUAL
PROPERTY RIGHTS AGAINST THE OTHER PARTY, IN NO EVENT WILL EITHER PARTY BE LIABLE FOR ANY INCIDENTAL,
INDIRECT, SPECIAL, OR CONSEQUENTIAL COSTS OR DAMAGES INCLUDING, WITHOUT LIMITATION, DOWNTIME COSTS;
LOST BUSINESS, REVENUES, OR PROFITS; FAILURE TO REALIZE EXPECTED SAVINGS; LOSS OR UNAVAILABILITY OF OR
DAMAGE TO DATA; OR SOFTWARE RESTORATION.
c.
Legal Theory. TO THE EXTENT ALLOWED BY LOCAL LAW, THESE LIMITATIONS WILL APPLY REGARDLESS OF THE BASIS
OF LIABILITY, INCLUDING NEGLIGENCE, MISREPRESENTATION, BREACH OF ANY KIND, OR ANY OTHER CLAIMS IN
CONTRACT, TORT OR OTHERWISE.
11. GENERAL
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a.
Electronic Orders and EDI. Where facilitated under local law, the parties may do business electronically, including order placement
and acceptance. Once accepted, such orders will create fully enforceable obligations subject to these Terms. Such orders and
acceptances will be deemed for all purposes to be an original signed writing. Customer and HP will adopt commercially reasonable
security measures for password and access protection.
b.
Internal Use. Products and Support acquired by Customer under these Terms are solely for Customer's own internal use and not for
resale or sub-licensing.
c.
Force Majeure. Neither party will be liable for performance delays nor for non-performance due to causes beyond its reasonable
control; however, this provision will not apply to Customer's payment obligations.
d.
Assignment. Customer may not assign, delegate or otherwise transfer all or any part of its rights or obligations under these Terms
without prior written consent from HP. Any such attempted assignment, delegation, or transfer will be null and void. Assignments of
HP Software licenses are subject to compliance with HP's Software license transfer policies.
e.
Export and Import. Customer who exports, re-exports, or imports Products, technology, or technical data purchased hereunder,
assumes responsibility for complying with applicable laws and regulations and for obtaining required export and import authorizations.
HP may suspend performance if Customer is in violation of any applicable laws or regulations.
f.
Governing Law. Disputes arising from these Terms will be governed by the law of the jurisdiction of the principal place of business of
the HP Affiliate accepting the order to which the dispute relates and the courts of that locale will have jurisdiction, except that HP may,
at its option, bring suit for collection in the country where the Customer Affiliate that placed the order is located. Customer and HP
agree that the United Nations Convention on Contracts for the International Sale of Goods will not apply to these Terms. Claims
arising or raised in the United States will be governed by the laws of the State of California, excluding rules as to choice and conflict of
law.
g.
Bankruptcy. If either party becomes insolvent, is unable to pay its debts when due, files for bankruptcy, is subject of involuntary
bankruptcy, has a receiver appointed, or has its assets assigned, the other party may cancel any unfulfilled obligations.
h.
Survival. Any provisions in these Terms which by their nature extend beyond the termination or expiration of any sale or license of
Products or Support will remain in effect until fulfilled and will apply to both parties' respective successors and permitted assigns.
i.
Notices. All notices that are required under these Terms will be in writing and will be considered effective upon receipt.
j.
Entire Agreement. These Terms represent the entire agreement between HP and Customer regarding Customer's purchase of
Products and Support, and supersedes and replaces any previous communications, representations, or agreements, or Customer's
additional or inconsistent terms, whether oral or written. In the event any provision of these Terms is held invalid or unenforceable the
remainder of the Terms will remain enforceable and unaffected thereby.
k.
Waiver. Neither party's failure to exercise or delay in exercising any of its rights under these Terms will constitute or be deemed a
waiver or forfeiture of those rights.
l.
Order of Precedence. Unless otherwise agreed or provided herein, documents will apply in the following descending order of
precedence:
m.
1.
Transaction Documents consisting of license terms or limited warranty statements delivered or otherwise made available to
Customer with Products;
2.
the sections of these Terms;
3.
all other Transaction Documents.
Independent Contractor. HP is an independent contractor in the performance under these Terms and neither HP nor any HP
personnel are employees or agents of Customer. Nothing in these Terms will be construed as creating a joint venture, partnership or
employment relationship between the parties, nor will either party have the right, power or authority to create any obligation or duty,
express or implied, on behalf of the other.
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B.
HP SUPPORT TERMS
1.
2.
3.
SUPPORT SERVICES
a.
Description of Support. HP will deliver Support according to the description of the offering, eligibility requirements, service limitations,
and Customer responsibilities described in the relevant Transaction Documents.
b.
Ordering Support. Customer may order Support:
1.
at the time of Product purchase, or prior to installation of Products for which Support is being purchased, for a fixed term (may be
referred to as “HP Care Pack”);
2.
after the time of Product purchase, for either a fixed term or an initial term that may be renewed (may be referred to as “HP
Contractual Services”);
3.
on a per-event basis; or
4.
at any time, when agreed non-standard Support has been offered by HP for the Customer according to a Statement of Work (also
known as “Custom Support”) or as otherwise offered by HP.
c.
Cancellation. Customer may cancel Support orders or delete Products from Support upon thirty (30) days written notice, unless
otherwise stated in a Transaction Document. HP may discontinue Support for Products and specific Support services no longer
included in HP's Support offering upon sixty (60) days written notice, unless otherwise agreed. If Customer cancels prepaid Support,
HP will refund Customer a pro-rata amount for the unused prepaid Support, less any early termination fees or subject to any
restrictions set forth in a Transaction Document.
d.
Return to Support. If Customer allows Support to lapse, HP may charge Customer additional fees to resume Support or require
Customer to perform certain hardware or software upgrades. HP will review and assess whether such fees are required, and explain
these to Customer at the time of the request to return to Support.
e.
Local Availability. Customer may order Support from HP's current Support offerings. Some offerings, features, and coverage (and
related Products) may not be available in all countries or areas.
f.
Support Warranty. HP warrants that it will perform Support using generally recognized commercial practices and standards.
g.
Exclusive Remedies. HP will re-perform Support not performed in accordance with the warranty herein. This sub-section B.1.g states
HP's entire liability for Support warranty claims.
PRICING, SERVICES, AVAILABILITY, AND INVOICING
a.
Pricing. Except for prepaid Support or as otherwise stated in a Transaction Document, HP may change Support prices upon sixty (60)
days written notice.
b.
Additional Services. Additional services performed by HP at Customer's request that are not included in Customer's purchased
Support will be chargeable at the applicable published service rates for the country where the service is performed. Such additional
services include but are not limited to:
1.
Customer requests for Support after HP’s local standard business hours (unless Customer has specifically purchased after-hours
coverage for the requested Support);
2.
Customer requests for repair for damage or failure attributable to the causes specified in sub-section A.6.d of the HP Base Terms
(“Warranty Exclusions”); and
3.
Customer requests for Support where Customer does not, in HP’s reasonable determination, meet the applicable prerequisites
and eligibility requirements for Support.
c.
Local Availability. Support outside of the applicable HP coverage areas may be subject to travel charges, longer response times,
reduced restoration or repair commitments, and reduced coverage hours.
d.
Invoicing. Invoices for Support will be issued in advance of the Support period. HP Support invoices and related documentation will be
produced in accordance with HP system standards. Additional levels of detail requested by Customer may be chargeable.
SITE AND PRODUCT ACCESS
Customer shall provide HP access to the Products covered under Support; adequate working space and facilities within a reasonable
distance of the Products; access to and use of information, customer resources, and facilities as reasonably determined necessary by HP
to service the Products; and other access requirements described in the relevant Transaction Document. If Customer fails to provide such
access, resulting in HP's inability to provide Support, HP shall be entitled to charge Customer for the Support call at HP's published service
rates. Customer is responsible for removing any Products ineligible for Support to allow HP to perform Support. If delivery of Support is
made more difficult because of ineligible Products, HP will charge Customer for the extra work at HP's published service rates.
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4.
5.
STANDARD SUPPORT PRODUCT ELIGIBILITY
a.
Minimum Configuration for Support. Customer must purchase the same level of Support and for the same coverage period for: all
Products within a minimum supportable system unit (i.e. all components within a server, storage, or network device) to allow for proper
execution of standalone and operating system diagnostics for the configuration.
b.
Eligibility. For initial and on-going Support eligibility Customer must maintain all Products and associated hardware and software at the
latest HP-specified configuration and revision levels and in HP's reasonable opinion, in good operating condition.
c.
Modifications. Customer will allow HP, at HP's request and at no additional charge, to modify Products to improve operation,
supportability, and reliability, or to meet legal requirements.
d.
Loaner Units. HP maintains title and Customer shall have risk of loss or damage for loaner units if provided at HP's discretion as part
of Support or warranty services and such units will be returned to HP without lien or encumbrance at the end of the loaner period.
e.
Relocation. Customer is responsible for moving Products. If Customer moves the Products to a new location, HP may charge
additional Support fees and modify the response times, and Customer may be required to execute amended or new Transaction
Documents. If Customer moves Products to another country, Support shall be subject to availability in the destination country.
Reasonable advanced notice to HP may be required to begin Support for some Products after relocation.
f.
Maximum Use Limitations. Certain Products have a maximum usage limit, which is set forth in the manufacturer's operating manual or
the technical data sheet. Customer must operate such Products within the maximum usage limit.
g.
Multi-Vendor Support. HP provides Support for certain non-HP Branded Products. The relevant Transaction Document will specify
availability and coverage levels, and govern delivery of multi-vendor Support, whether or not the non-HP Branded Products are under
warranty. HP may discontinue Support of non-HP Branded Products if the manufacturer or licensor ceases to provide support for such
Products.
PROPRIETARY SERVICE TOOLS
HP will require Customer's use of certain system and network diagnostic and maintenance programs (“Proprietary Service Tools”) for
delivery of Support under certain coverage levels. Proprietary Service Tools are and remain the sole and exclusive property of HP, are
provided “as is,” and include, but are not limited to: remote fault management software, network Support tools, Insight Manager, Instant
Support, and Instant Support Enterprise Edition (known as “ISEE”). Proprietary Service Tools may reside on the Customer's systems or
sites. Customer may only use the Proprietary Service Tools during the applicable Support coverage period and only as allowed by HP.
Customer may not sell, transfer, assign, pledge, or in any way encumber or convey the Proprietary Service Tools. Upon termination of
Support, Customer will return the Proprietary Service Tools or allow HP to remove these Proprietary Service Tools. Customer will also be
required to:
6.
7.
a.
allow HP to keep the Proprietary Service Tools resident on Customer’s systems or sites, and assist HP in running them;
b.
install Proprietary Service Tools, including installation of any required updates and patches;
c.
use the electronic data transfer capability to inform HP of events identified by the software;
d.
if required, purchase HP-specified remote connection hardware for systems with remote diagnosis service; and
e.
provide remote connectivity through an HP approved communications line.
CUSTOMER RESPONSIBILITIES
a.
Data Backup. To reconstruct lost or altered Customer files, data, or programs, Customer must maintain a separate backup system or
procedure that is not dependent on the Products under Support.
b.
Temporary Workarounds. Customer will implement temporary procedures or workarounds provided by HP while HP works on
permanent solutions.
c.
Hazardous Environment. Customer will notify HP if Customer uses Products in an environment that poses a potential health or safety
hazard to HP employees or subcontractors. HP may require Customer to maintain such Products under HP supervision and may
postpone service until Customer remedies such hazards.
d.
Authorized Representative. Customer will have a representative present when HP provides Support at Customer's site.
e.
Product List. Customer will create and maintain a list of all Products under Support including: the location of the Products, serial
numbers, the HP-designated system identifiers, and coverage levels. Customer shall keep the list updated during the applicable
Support period.
f.
Documentation. If Customer purchases a Support offering that includes documentation updates, Customer may copy such updates
only for systems under such coverage. Copies must include appropriate HP Trademark and copyright notices.
SUPPORTED SOFTWARE
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Customer may purchase available Support for HP Branded Software only if Customer can provide evidence it has rightfully acquired an
appropriate HP license for such Software. HP will be under no obligation to provide Support due to any alterations or modifications to the
Software not authorized by HP or for Software for which Customer cannot provide a sufficient proof of a valid license. Unless otherwise
agreed by HP, HP only provides Support for the current Version and the immediately preceding Version of HP Branded Software, and then
only when HP Branded Software is used with Hardware or Software included in HP-specified configurations at the specified Version level.
8.
9.
ACCESSORIES AND PARTS AND MISCELLANEOUS
a.
Compatible Cables and Connectors. Customer will connect Products covered under Support with cables or connectors (including fiber
optics if applicable) that are compatible with the system, according to the manufacturer's operating manual.
b.
Support for Accessories. HP may provide Support for cables, connectors, interfaces, and other accessories if Customer purchases
Support for such accessories at the same Hardware service level purchased for the Products with which they are used.
c.
Consumables. Support does not include the delivery, return, replacement, or installation of supplies or other consumable items
(including, but not limited to, operating supplies, magnetic media, print heads, ribbons, toner, and batteries) unless otherwise stated in
a Transaction Document.
d.
Replacement Parts. Parts provided under Support may be whole unit replacements or be new or functionally equivalent to new in
performance and reliability and warranted as new. Replaced parts become the property of HP, unless HP agrees otherwise and
Customer pays any applicable charges.
e.
Service Providers. HP reserves the right and Customer agrees to HP's use of HP-authorized service providers to assist in the
provision of Support.
ACCESS TO HP SOLUTION CENTER AND IT RESOURCE CENTER
a.
Designated Callers. Customer will identify a reasonable number of callers, as determined by HP and Customer (“Designated Callers”),
who may access HP's customer Support call centers (“Solution Centers”).
b.
Qualifications. Designated Callers must be generally knowledgeable and demonstrate technical aptitude in system administration,
system management, and, if applicable, network administration and management and diagnostic testing. HP may review and discuss
with Customer any Designated Caller's experience to determine initial eligibility. If issues arise during a call to the Solution Center that,
in HP's reasonable opinion, may be a result of a Designated Caller's lack of general experience and training, the Customer may be
required to replace that Designated Caller. All Designated Callers must have the proper system identifier as provided in the
Transaction Documents or by HP when Support is initiated. HP Solution Centers may provide support in English or local language(s),
or both.
c.
HP IT Resource Center. HP IT Resource Center is available via the worldwide web for certain types of Support. Customer may access
specified areas of the HP IT Resource Center. File Transfer Protocol access is required for some electronic services. Customer
employees who submit HP Solution Center service requests via the HP IT Resource Center must meet the qualifications set forth in
sub-section B.9.b above.
d.
Telecommunication Charges. Customer will pay for all telecommunication charges associated with using HP IT Resource Center,
installing and maintaining ISDN links and Internet connections (or HP-approved alternatives) to the HP Solution Center, or using the
Proprietary Service Tools.
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Patsy Wallace
HEWLETT-PACKARD COMPANY
8000 Foothills Blvd MS 5538
ROSEVILLE CA 95747-5636
09/23/2011
Lisa Bolger
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Support Account Reference: CITYOFPALOVMWARE
HP Reference Number: 44125871
Dear Lisa Bolger:
Enclosed you will find a Hewlett-Packard support service quote for your products. Review the services, support
items, coverage dates, addresses, and company contacts for accuracy. Please advise HP of any changes prior to
submitting your purchase order.
To order support services detailed in this package, please return billing authorization by choosing one of the
following convenient options. Subject to HP Single Order Terms for Support or purchase agreement with HP and if
applicable, Exhibit E24.
Option 1: Provide an open-ended purchase order. An open-ended purchase order allows HP to add products to your
agreement as necessary, as well as renew your support from year to year. Cancellation of the support service
agreement requires a 30-day written notice.
Option 2: Provide a purchase order for the coverage dates specified in the enclosed referenced proposal.
Option 3: Sign and return the attached Signature Authorization Method (SAM) form.
Purchase orders must reference the HP Reference Number and the Support Account Reference. Applicable tax will
be added to all products. If your organization is tax-exempt, please send a copy of the tax exemption certificate.
Hewlett-Packard values your business and looks forward to providing you with continued support. If you have any
questions or require further assistance, please contact your Contract Admin. at 1-800-386-1115 X56479 FAX
1-800-307-0361
Sincerely,
Patsy Wallace
Contract Admin.
SIGNATURE AUTHORIZATION METHOD (SAM)
The Signature Authorization Method (SAM) may be used to order Hewlett-Packard Company (HP) Support Services ONLY IF A
PURCHASE ORDER IS NOT REQUIRED TO AUTHORIZE SERVICE DELIVERY AND REMIT PAYMENT. This Signature
Authorization Method form, including the quotation(s) and governing terms referenced herein shall be referred to collectively as the
"Support Agreement."
(1) Customer Information
Company Name
CITY OF PALO ALTO
Equipment Location Address
250 HAMILTON AVE
PALO ALTO CA 94301-2531
(2) Contract Information - Check the HP Reference number to accept one quote, or the AMP ID to accept all quotes attached:
[ ] HP Reference Number: 44125871
[ ]** AMP ID: ML 130132937
Support Account Reference: CITYOFPALOVMWARE
Coverage Period: 10/01/2011 - 09/30/2016
**The enclosed Support Account Overview dated 09/23/2011 summarizes the quotes contained within the above AMP ID.
Please check if applicable:
[ ] This Support Agreement is accepted with no revisions. If revisions are required, please contact your Contract Administrator. A quote
will be re-issued to reflect your changes and associated pricing, if any. A new SAM form will be provided for your authorization.
[ ] Authorization is open-ended. This Support Agreement is for the period stated on HP's quote. It will be extended without modification
by consecutive terms of 12 months unless one of the parties gives written notice in accordance with the Support Agreement prior to the
end of the 12 month term. If HP requires modification of this Support Agreement, HP will notify Customer in writing 60 days before the
modifications are effective. Within 30 days' of Customer receipt of such notice, Customer may terminate this Support Agreement by
written notice to HP, and such termination shall be effective on the effective date of the proposed modifications. Absent such notice by
Customer, the Support Agreement will continue to the end of the current term with the modifications, and extended by consecutive
12-month terms. Re-pricing will occur automatically without further authorization. Any other termination of this Support Agreement by
Customer shall be subject to the Support Agreement.
(3) Tax Information
[ ] Taxable [ ] Tax Exempt
Exemption #________________ (Attach copy of exemption certificate)
(4) Payment Method: Do not enclose Payment. Please select one of the following:
[ ] Use my signature below as billing authorization. [ ] Purchase Order attached
[ ] Charge my credit card. Check one: [ ] Visa [ ] Mastercard [ ] American Express
For your protection, please call your Contract Admin with the credit card number.
Cardholder Name (Print) ____________________________________Cardholder's Signature__________________________________
Credit Card Invoice-To Address ___________________________________________________________________________________
(5) Billing Frequency:
[ ] Annually* [ ] Quarterly (must exceed $2400 annually*) [ ] Semi-Annually (must exceed $2400 annually*) [ ] Monthly (must
exceed $2400 annually*) * Annual billing not available for Federal Government customers.
(6) Service Authorization and Terms and Conditions
Customer's signature on this form authorizes HP to invoice Customer for the HP Support Services represented in this Support Agreement.
This Support Agreement will be governed by the following: i) the purchase agreement currently in effect between Customer and HP that
includes the delivery of Support Services, or if none, the HP Single Order Terms Support; and ii) any applicable Transaction Documents
thereto.
_________________________________
________________________________________________
Authorized Signature
Date
Invoice-To Address (if different from Equipment Location)
_________________________________
________________________________________________
Printed Name
Title
E-mail Address
Phone/Fax
(7) Completed form should be returned to:
Hewlett-Packard Company
Patsy Wallace
8000 Foothills Blvd MS 5538
1-800-386-1115 X56479
ROSEVILLE, CA 95747-5636
1-800-307-0361 (FAX)
Revised : 4/2/2009
Support Account Overview
AMP ID: ML 130132937
Special Terms and Conditions No: B27164
Customer Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hewlett-Packard Address:
HEWLETT-PACKARD COMPANY
8000 Foothills Blvd MS 5538
ROSEVILLE CA 95747-5636
Customer Contact:
HP Contact:
Lisa Bolger
Tel: (650) 329-2654
Fax:
E-mail Lisa.Bolger@cityofpaloalto.org
Patsy Wallace
Tel: 1-800-386-1115 X56479
Fax: 1-800-307-0361
E-mail pat.wallace@hp.com
This quote is valid until 09/30/2011
Order acceptance is subject to HP Single Order Terms for Support or purchase agreement with HP, which is
referenced as "S" above in "Special Terms and Conditions". Multi-year support renewals are also governed by
the Exhibit E24. Additional terms and conditions for HP Software support are available at
http://support.openview.hp.com/support_options.jsp.
For more information on the format of this document HP Terms and Conditions, and Service Data Sheets, visit www.hp.com/services/custdocs
For additional HP Software Terms and Conditions and Service Data Sheets, visit http://support.openview.hp.com/support_options.jsp
Your Support Access Options for Service Agreement Customers:
. Support Contract Assistant (SCA) - manage your service agreement online, visit www.esca.hp.com
. HP Software Support Online - http://support.openview.hp.com/
. Please have your Service Agreement ID and Product#/Serial# available to expedite your support experience.
Support Account Reference
Service
Agreement ID
Coverage Period
From:
To:
Description
CITYOFPALOVMWARE
PALOALTO20
PALOALTO22
PALOALTO24
PALOALTO25
PALOALTO26
PALOALTO27
PALOALTO28
PALOALTO4
PALOALTO1
PALOALTO10
1034 5388 3748
1032 6291 2096
1032 6291 6237
1032 1897 6630
1037 5210 1384
1037 5210 1444
1037 5210 1504
1037 5210 1674
1032 6291 1903
1032 6556 8506
1032 6561 5832
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
10/01/2011 09/30/2016
ITYOFPALOVMWARE
HA111AC SRVR CORE
HA111AC SRVR EXT
HA107AC - USR41141CF
3-7595791578
3-7595791578
3-7595791578
3-7595791578
SW HP3000
HA111AC SRVR EXT
HA111AC SRVR EXT
Total Excluding Taxes City Of Palo Alto
Contract Total/USD
5,605.20
137,472.60
27,595.80
6,294.00
45,565.20
36,072.00
35,475.60
23,511.00
3,655.80
38,609.40
41,473.20
401,329.80
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Print Date 09/23/2011
Page 1 / 27
Support Account Overview
AMP ID: ML 130132937
Customer Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hewlett-Packard Address:
HEWLETT-PACKARD COMPANY
8000 Foothills Blvd MS 5538
ROSEVILLE CA 95747-5636
For additional HP Software Terms and Conditions and Service Data Sheets, visit http://support.openview.hp.com/support_options.jsp
Support Account Reference
Coverage Period
From: To:
Description
Summary of Charges
Mission Critical Advisory Service
Software Support-Labor
Software Support-Materials
Total Excluding Taxes
Contract Total/USD
104,270.40
161,863.80
135,195.60
401,329.80
Total excludes all taxes. If applicable, taxes will be added at the time of invoicing at the current tax rate.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Refer to the detail document for any applicable state & local tax
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Print Date 09/23/2011
Page 2 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0345388373
Support Account Reference:
CITYOFPALOVMWARE
HP Reference Number: 44125871
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1034 5388 3748
Product No.
For Support, please call: 800-633-3600
Description
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
Comment:
As per Config Notes product 430343-B21has been rejected and product 467936-B21loaded in the renewal, it has been replaced with products 571775-B21 and
571772-B21and aagain it has been replaced with QK170A and TD411A.
HA106AC
HP Software Support
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
Std Office Hrs Std Office Days
Standard Response
QK170A
TD411A
VMw vSphere Std 1P IC 1yr24x7 Nm SW
VMw vSphere Std 1P 1yr9x5 Nm Lic
3
3
24.36
22.35
3
3
24.36
22.35
HP Software Updates Service
License to Use & SW Updates
HP Recommended SW Upd Method
HP Recommended Doc Upd Method
QK170A
TD411A
VMw vSphere Std 1P IC 1yr24x7 Nm SW
VMw vSphere Std 1P 1yr9x5 Nm Lic
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
11.048.2821.363.90-
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 3 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0345388373
Product No.
Description
Serial No.
Coverage Period
from:
to:
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
Qty
Price/USD
46.71
0.00
46.71
3.86
97.28
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 4 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326291209
Support Account Reference: PALOALTO20
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 43995720
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1032 6291 2096
Product No.
Description
HA111AC
HP Proactive 24 Service
For Support, please call: 800-633-3600
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
*** Environmental Services ***
HP Mission Critical Service
Environment Services
Server Services
1,508.34
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
178.24133.68344.8962.85-
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
A6144B
A6805A
A6805A
A6805A
HP server rp5470 Enterprise Solution
PA8700 750MHz CPU for HP srvr rp54X0
PA8700 750MHz CPU for HP srvr rp54X0
PA8700 750MHz CPU for HP srvr rp54X0
USR42373EA
6F20246896
6F20246898
6F20263706
1
1
1
1
18.28
10.83
10.83
10.83
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 5 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326291209
Product No.
Description
Serial No.
A6805A
B9093AC
B3901BA
J4240AA
J4240AA#2A1
T1005A
T1086A
165989-B25
PA8700 750MHz CPU for HP srvr rp54X0
HP-UX HP9000 MCOE w/o Sys PCL LTU
HP C/ANSI C Developer Bundle Server LTU
HP Auto-Port Aggregation Media
Server license
Secure Manager Virtual Array 1 TB LTU
SW Command View SDM LTU
SP WIN 1 LIC/CD 4.0C ALL
Coverage Period
from:
to:
Qty
Price/USD
6F20264063
1
4
2
1
1
1
2
1
10.83
164.92
6.08
0.00
4.88
31.81
78.52
27.08
USR42373EA
6F20246896
6F20246898
6F20263706
6F20264063
1
1
1
1
1
2
2
4
2
1
1
1
1
2
1
14.22
9.48
9.48
9.48
9.48
0.00
0.00
238.84
15.84
0.00
4.88
4.88
20.99
52.80
17.61
HP Software Updates Service
License to Use & SW Updates
SW Updates on CD
Doc Updates on CD
A6144B
A6805A
A6805A
A6805A
A6805A
B7994AA
B7994AA#ABA
B9093AC
B3901BA
J4240AA
J4240AA#2A1
B6237AA
T1005A
T1086A
165989-B25
HP server rp5470 Enterprise Solution
PA8700 750MHz CPU for HP srvr rp54X0
PA8700 750MHz CPU for HP srvr rp54X0
PA8700 750MHz CPU for HP srvr rp54X0
PA8700 750MHz CPU for HP srvr rp54X0
HP-UX 11i v1 HP9000 MCOE Media
HP-UX Mission Critical OE Comm U.S. - En
HP-UX HP9000 MCOE w/o Sys PCL LTU
HP C/ANSI C Developer Bundle Server LTU
HP Auto-Port Aggregation Media
Server license
HP C/ANSI C Developers Bundle Manuals
Secure Manager Virtual Array 1 TB LTU
SW Command View SDM LTU
SP WIN 1 LIC/CD 4.0C ALL
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
92.5469.35179.0332.61-
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 6 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326291209
Product No.
Description
Serial No.
Coverage Period
from:
to:
Summary of Charges
Mission Critical Advisory Service
Mission Critical Advisory Service Tax CA
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
Qty
Price/USD
1,508.34
0.00
374.89
0.00
407.98
33.66
2,324.87
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 7 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326291629
Support Account Reference: PALOALTO22
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 43995765
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1032 6291 6237
Product No.
Description
HA111AC
HP Proactive 24 Service
For Support, please call: 800-633-3600
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
*** Environmental Services ***
HP Mission Critical Service
Proactive Server Extensions
76.50
1
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
9.046.7817.493.19-
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
A5522A
A5522A
A5522A
A5522A
A5576A
rp54 PA8500 CPU 1.5MB cache, 440 MHz
rp54 PA8500 CPU 1.5MB cache, 440 MHz
rp54 PA8500 CPU 1.5MB cache, 440 MHz
rp54 PA8500 CPU 1.5MB cache, 440 MHz
HP 9000 L1000 Enterprise Server Solution
1
1
1
1
1
9.48
9.48
9.48
9.48
15.57
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 8 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326291629
Product No.
Description
Serial No.
B9091AC
B3901BA
HP-UX HP9000 EOE w/o Sys PCL LTU
HP C/ANSI C Developer Bundle Server LTU
Coverage Period
from:
to:
Qty
Price/USD
4
2
98.56
6.08
1
1
1
1
1
4
2
2
2
9.48
9.48
9.48
9.48
14.22
157.32
0.00
0.00
15.84
HP Software Updates Service
License to Use & SW Updates
SW Updates on CD
Doc Updates on CD
A5522A
A5522A
A5522A
A5522A
A5576A
B9091AC
B7993AA
B7993AA#ABA
B3901BA
rp54 PA8500 CPU 1.5MB cache, 440 MHz
rp54 PA8500 CPU 1.5MB cache, 440 MHz
rp54 PA8500 CPU 1.5MB cache, 440 MHz
rp54 PA8500 CPU 1.5MB cache, 440 MHz
HP 9000 L1000 Enterprise Server Solution
HP-UX HP9000 EOE w/o Sys PCL LTU
HP-UX 11i v1 HP9000 EOE Media
HP-UX Ent. OE Svr Media, U.S. local
HP C/ANSI C Developer Bundle Server LTU
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
45.3233.9887.7115.96-
Summary of Charges
Mission Critical Advisory Service
Mission Critical Advisory Service Tax CA
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
76.50
0.00
158.13
0.00
225.30
18.58
478.51
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 9 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0321897666
Support Account Reference: PALOALTO24
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 43995719
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1032 1897 6630
For Support, please call: (888) 761-7437
Product No.
Description
HA107AC
HP Software 24x7 Support
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
USR41141CF
1
2
1
2
2
18.28
21.66
0.00
6.08
10.42
USR41141CF
1
2
1
2
1
1
14.22
18.96
0.00
4.86
0.00
0.00
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
A6144BR
A6152AR
B2491BA
B2491BA#2AH
B9089AC
Rmkt HP Serv rp5470 Enterprise Solution
Rmkt PA8700+ 875MHz CPU f HP serv rp54X0
MirrorDisk/UX License for Servers
Per processor core license
HP-UX HP9000 FOE w/o Sys PCL LTU
HP Software Updates Service
License to Use & SW Updates
SW Updates on CD
Doc Updates on CD
A6144BR
A6152AR
B2491BA
B2491BA#2AH
B3920EA
B3920EA#ABA
Rmkt HP Serv rp5470 Enterprise Solution
Rmkt PA8700+ 875MHz CPU f HP serv rp54X0
MirrorDisk/UX License for Servers
Per processor core license
HP-UX 11i v1 HP9000 FOE Media
HP-UX OE Media for Servers U.S. - Eng
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 10 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0321897666
Product No.
Description
B9089AC
HP-UX HP9000 FOE w/o Sys PCL LTU
Serial No.
Coverage Period
from:
to:
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
Qty
Price/USD
2
10.42
12.429.3024.014.37-
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
56.44
0.00
48.46
3.99
108.89
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 11 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210131
Support Account Reference: PALOALTO25
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 43994881
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1037 5210 1384
For Support, please call: 800-633-3600
Product No.
Description
HA107AC
HP Software 24x7 Support
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
2
1
2
97.48
0.00
314.40
1
1
1
2
1
2
1
1
0.00
0.00
0.00
75.82
0.00
241.26
0.00
0.00
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
BA509AC
T2803BA
T2803BA#003
HP-UX Integrity MCOE w/Sys 4 Proc LTU
HP Serviceguard Extension for SAP LTU
LTU-2nd & 3rd SAP Sys Sgl Cluster
HP Software Updates Service
License to Use & SW Updates
HP Recommended SW Upd Method
HP Recommended Doc Upd Method
A7173A
B8483AA
B8483AA#ABA
BA509AC
T2803BA
T2803BA#003
A7012A
B3921KA
HP Dual Channel Ultra320 SCSI Adapter
HP-UX 11i v2 HP9000/Integrity MCOE Media
HP-UX MC Itanium OE Media, U.S.-English
HP-UX Integrity MCOE w/Sys 4 Proc LTU
HP Serviceguard Extension for SAP LTU
LTU-2nd & 3rd SAP Sys Sgl Cluster
PCI-X 2 port 1000Base-T Gigabit Adptr
English hardcopy manual for 11i V2
P074694107
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 12 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210131
Product No.
Description
B3921KA#0BE
English 11i V2, sys admin mnls
Serial No.
Coverage Period
from:
to:
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
Qty
Price/USD
1
30.46
89.7667.30173.6731.65-
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
411.88
0.00
347.54
28.68
788.10
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 13 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210141
Support Account Reference: PALOALTO26
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 43994828
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1037 5210 1444
For Support, please call: 800-633-3600
Product No.
Description
HA107AC
HP Software 24x7 Support
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
8
341.20
1
1
2
2
8
0.00
0.00
0.00
0.00
260.00
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
BA531AC
HP-UX Integrity EOE w/Sys 2 Proc PCL LTU
HP Software Updates Service
License to Use & SW Updates
HP Recommended SW Upd Method
HP Recommended Doc Upd Method
A7173A
A7173A
B8482AA
B8482AA#ABA
BA531AC
HP Dual Channel Ultra320 SCSI Adapter
HP Dual Channel Ultra320 SCSI Adapter
HP-UX 11i v2 HP9000/Integrity EOE Media
HP-UX Ent. Itanium OE Media, U.S.-Eng.
HP-UX Integrity EOE w/Sys 2 Proc PCL LTU
P057224107
P051794107
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 14 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210141
Product No.
Description
Serial No.
Coverage Period
from:
to:
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
Qty
Price/USD
71.0453.28137.4425.04-
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
341.20
0.00
260.00
21.45
622.65
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 15 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210151
Support Account Reference: PALOALTO27
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 44125875
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1037 5210 1504
For Support, please call: 800-633-3600
Product No.
Description
HA107AC
HP Software 24x7 Support
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
2
1
1
97.48
0.00
236.40
1
1
1
2
1
1
1
0.00
0.00
0.00
75.82
0.00
181.56
0.00
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
BA509AC
T2803BA
T2803BA#001
HP-UX Integrity MCOE w/Sys 4 Proc LTU
HP Serviceguard Extension for SAP LTU
LTU-1st SAP System on Single Cluster
HP Software Updates Service
License to Use & SW Updates
HP Recommended SW Upd Method
HP Recommended Doc Upd Method
A7173A
B8483AA
B8483AA#ABA
BA509AC
T2803BA
T2803BA#001
A7012A
HP Dual Channel Ultra320 SCSI Adapter
HP-UX 11i v2 HP9000/Integrity MCOE Media
HP-UX MC Itanium OE Media, U.S.-English
HP-UX Integrity MCOE w/Sys 4 Proc LTU
HP Serviceguard Extension for SAP LTU
LTU-1st SAP System on Single Cluster
PCI-X 2 port 1000Base-T Gigabit Adptr
P062034107
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 16 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210151
Product No.
Description
Serial No.
Coverage Period
from:
to:
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
Qty
Price/USD
69.8852.40135.2224.64-
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
333.88
0.00
257.38
21.23
612.49
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 17 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210161
Support Account Reference: PALOALTO28
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 43994876
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1037 5210 1674
For Support, please call: 800-633-3600
Product No.
Description
HA107AC
HP Software 24x7 Support
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
1
1
1
1
83.94
53.48
50.84
45.10
1
1
1
1
1
1
1
0.00
0.00
0.00
56.19
35.88
0.00
35.26
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
T5175A
T5335A
B6951AA
B6953AA
HP CV EVA 4k Series Unlimited Lic
HP Bus Copy EVA4K Series 1TB LTU
HP Data Prot Start Pk for HP-UX DVD LTU
HP Data Prot One Drv UNIX/NAS/SAN LTU
HP Software Updates Service
License to Use & SW Updates
HP Recommended SW Upd Method
HP Recommended Doc Upd Method
AD525C
T3680E
T3724E
T5175A
T5335A
T4256D
B6951AA
HP EVA4100/6100 Cont Assembly
HP Replication Sol Mgr Media v3.0 SW
HP Command View EVA v7.0 Media Kit
HP CV EVA 4k Series Unlimited Lic
HP Bus Copy EVA4K Series 1TB LTU
HP EVA4K/6K/8K 6.0 Controller Media Kit
HP Data Prot Start Pk for HP-UX DVD LTU
2S1744136T
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 18 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0375210161
Product No.
Description
Serial No.
B6953AA
HP Data Prot One Drv UNIX/NAS/SAN LTU
Coverage Period
from:
to:
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
Qty
Price/USD
1
31.16
27.1220.3488.129.57-
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
233.36
0.00
158.49
13.07
404.92
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 19 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326291199
Support Account Reference: PALOALTO4
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 43995722
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1032 6291 1903
For Support, please call: 800-633-3600
Product No.
Description
HA107AC
HP Software 24x7 Support
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
1
34.53
1
26.40
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
A2938AW
HP 9000 Model E35 Server
HP Software Updates Service
License to Use & SW Updates
HP Recommended SW Upd Method
HP Recommended Doc Upd Method
A2938AW
HP 9000 Model E35 Server
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
7.205.4013.932.54-
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 20 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326291199
Product No.
Description
Serial No.
Coverage Period
from:
to:
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
Qty
Price/USD
34.53
0.00
26.40
2.17
63.10
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 21 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326556855
Support Account Reference: PALOALTO1
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 44125872
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1032 6556 8506
Product No.
Description
HA111AC
HP Proactive 24 Service
For Support, please call: 800-633-3600
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
*** Environmental Services ***
HP Mission Critical Service
Proactive Server Extensions
76.50
1
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
9.046.7817.493.19-
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
A3284A
A4872A
B3919EA
B3919EA#AGS
B3901BA
HP 9000 K460 Server w/128 MB ECC memory
240MHz PA-RISC 8200 CPU with 4 MB cache
HP-UX Operating System License, Servers
HP-UX Unlimited user/upgrade from 2 user
HP C/ANSI C Developer Bundle Server LTU
1
1
1
1
1
203.78
12.18
0.00
98.84
3.04
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 22 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326556855
Product No.
Description
Serial No.
B3901BA
B2491BA
B2491BA
B2491BA#AE5
B3913DB
HP C/ANSI C Developer Bundle Server LTU
MirrorDisk/UX License for Servers
MirrorDisk/UX License for Servers
System license for HP 9000 tier 2 SPUs
HP aC++ LTU for Servers
Coverage Period
from:
to:
Qty
Price/USD
1
1
1
2
1
3.04
0.00
0.00
28.04
6.71
1
1
1
1
1
1
1
1
1
1
1
2
1
153.68
10.16
0.00
0.00
0.00
0.00
4.88
7.92
7.92
0.00
0.00
21.92
4.88
HP Software Updates Service
License to Use & SW Updates
SW Updates on CD
Doc Updates on CD
A3284A
A4872A
B3919EA
B3919EA#AGS
B3920EA
B3920EA#ABA
B6237AA
B3901BA
B3901BA
B2491BA
B2491BA
B2491BA#AE5
B3913DB
HP 9000 K460 Server w/128 MB ECC memory
240MHz PA-RISC 8200 CPU with 4 MB cache
HP-UX Operating System License, Servers
HP-UX Unlimited user/upgrade from 2 user
HP-UX 11i v1 HP9000 FOE Media
HP-UX OE Media for Servers U.S. - Eng
HP C/ANSI C Developers Bundle Manuals
HP C/ANSI C Developer Bundle Server LTU
HP C/ANSI C Developer Bundle Server LTU
MirrorDisk/UX License for Servers
MirrorDisk/UX License for Servers
System license for HP 9000 tier 2 SPUs
HP aC++ LTU for Servers
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
67.0350.23129.6323.62-
Summary of Charges
Mission Critical Advisory Service
Mission Critical Advisory Service Tax CA
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
76.50
0.00
355.63
0.00
211.36
17.43
660.92
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 23 / 27
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326561585
Support Account Reference: PALOALTO10
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hardware Contact:
Software Contact:
NANCY STOUT
Tel: (650) 329-2673
Fax:
NANCY STOUT
Tel: (650) 329-2673
Fax:
HP Reference Number: 44125874
This quote is valid until 09/30/2011
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1032 6561 5832
Product No.
Description
HA111AC
HP Proactive 24 Service
For Support, please call: 800-633-3600
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
*** Environmental Services ***
HP Mission Critical Service
Proactive Server Extensions
76.50
1
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
9.046.7817.493.19-
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
B3919EA
B3919EA#UA1
B2491BA
B2491BA#AE5
B6132AA
HP-UX Operating System License, Servers
2 user license
MirrorDisk/UX License for Servers
System license for HP 9000 tier 2 SPUs
HP GlancePlus Pak Tier 2 Software LTU
1
1
1
1
1
0.00
10.83
0.00
14.02
54.84
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 24 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326561585
Product No.
Description
B3913DB
A3284A
A4872A
A4872A
A4872A
A4872A
A4872A
HP aC++ LTU for Servers
HP 9000 K460 Server w/128 MB ECC memory
240MHz PA-RISC 8200 CPU with 4 MB cache
240MHz PA-RISC 8200 CPU with 4 MB cache
240MHz PA-RISC 8200 CPU with 4 MB cache
240MHz PA-RISC 8200 CPU with 4 MB cache
240MHz PA-RISC 8200 CPU with 4 MB cache
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
1
1
1
1
1
1
1
6.71
203.78
12.18
12.18
12.18
12.18
12.18
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
0.00
0.00
0.00
0.00
0.00
5.41
0.00
10.96
37.91
0.00
4.88
153.68
10.16
10.16
10.16
0.00
10.16
10.16
HP Software Updates Service
License to Use & SW Updates
SW Updates on CD
Doc Updates on Paper
B3919EA
B3919EA#UA1
B3920EA
B3920EA#ABA
B3921EA
B3921EA#AVL
B2491BA
B2491BA#AE5
B6132AA
B3701AA
B3913DB
A3284A
A4872A
A4872A
A4872A
B3701AA#A53
A4872A
A4872A
HP-UX Operating System License, Servers
2 user license
HP-UX 11i v1 HP9000 FOE Media
HP-UX OE Media for Servers U.S. - Eng
HP-UX version 11.0 manuals
HP-UX version 11.0 manuals CDE genera
MirrorDisk/UX License for Servers
System license for HP 9000 tier 2 SPUs
HP GlancePlus Pak Tier 2 Software LTU
HP GlancePlus/UX Pak HP-UX 11 Media
HP aC++ LTU for Servers
HP 9000 K460 Server w/128 MB ECC memory
240MHz PA-RISC 8200 CPU with 4 MB cache
240MHz PA-RISC 8200 CPU with 4 MB cache
240MHz PA-RISC 8200 CPU with 4 MB cache
HP-UX 11i Version 3
240MHz PA-RISC 8200 CPU with 4 MB cache
240MHz PA-RISC 8200 CPU with 4 MB cache
Discounts
Multi-Year Hdr Disc% -8%
Acct Volume Hdr Dsc% -6%
Government Header Discount % -18%
Pre Payment HdrDisc% -4%
72.6554.47140.5625.60-
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 25 / 27
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0326561585
Product No.
Description
Serial No.
Coverage Period
from:
to:
Summary of Charges
Mission Critical Advisory Service
Mission Critical Advisory Service Tax CA
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
Qty
Price/USD
76.50
0.00
351.08
0.00
263.64
21.76
712.98
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 09/23/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 26 / 27
Payment Schedule as of 09/23/2011
AMP ID: ML 130132937
HP Invoice Group No: 60221907
Settlement Period from: From: 10/01/2011
Support Account Reference
CITYOFPALOVMWARE
to: 09/30/2016
10/01/2011
10/01/2012
10/01/2013
10/01/2014
10/01/2015
09/30/2012
09/30/2013
09/30/2014
09/30/2015
09/30/2016
1,121.04
1,121.04
1,121.04
1,121.04
1,121.04
PALOALTO20
27,494.52
27,494.52
27,494.52
27,494.52
27,494.52
PALOALTO22
5,519.16
5,519.16
5,519.16
5,519.16
5,519.16
PALOALTO24
1,258.80
1,258.80
1,258.80
1,258.80
1,258.80
PALOALTO25
9,113.04
9,113.04
9,113.04
9,113.04
9,113.04
PALOALTO26
7,214.40
7,214.40
7,214.40
7,214.40
7,214.40
PALOALTO27
7,095.12
7,095.12
7,095.12
7,095.12
7,095.12
PALOALTO28
4,702.20
4,702.20
4,702.20
4,702.20
4,702.20
PALOALTO4
731.16
731.16
731.16
731.16
731.16
PALOALTO1
7,721.88
7,721.88
7,721.88
7,721.88
7,721.88
PALOALTO10
8,294.64
8,294.64
8,294.64
8,294.64
8,294.64
80,265.96
80,265.96
80,265.96
80,265.96
80,265.96
Total for the period
City Of Palo Alto
Applicable tax to be added to the invoice.
Print Date 09/23/2011
Please refer to the payment schedule for prices to be invoiced yearly in advance. Price in USD.
Page 27 / 27
HP Care Pack Support Service Agreement
Terms and Conditions for the United States
1.
Support Services: HP will provide the support services (“HP Care Pack Services”)
described in this Service Agreement (the “Agreement”) to Customer (as defined in Section
2 below) for products purchased in the United States, and as more fully described in the
applicable HP Data Sheet. If it is mutually agreed upon by HP and an HP Authorized
Representative, an HP Authorized Representative will provide the services on behalf of HP.
In the event of any conflict, the terms and conditions of this Agreement shall control.
2.
Customer: As used herein “Customer” refers to either (a) end-user HP customer who
purchases the HP Care Pack Services described in this Agreement directly from HP
or from an authorized HP reseller, wholesaler, or distributor, or (b) an HP Authorized
Representative who purchases HP Care Pack Services in order to obtain support for
hardware products at its own or its customer’s site.
3.
Charges: Customer will prepay for HP Care Pack Services at the time of support
purchase. Customer will pay all applicable taxes. Full refunds for prepaid services are
available from the place of purchase only if Customer cancels within thirty (30) days of
receipt of the Agreement, and provided no HP Care Pack Services have been provided
by HP at time of cancellation. An additional charge may be billed to Customer for
hardware products that are found not defective.
4.
Eligible Products:
(a) To be eligible for HP Care Pack Services, product must be at current specified
revision levels and, in HP’s reasonable opinion, in good operating condition.
5.
(b)
Customer can purchase HP Care Pack Services only for designated HP and
non-HP software for which Customer has rightfully acquired appropriate
software license(s).
(c)
Relocation of product is Customer’s responsibility and may result in additional
support charges and modified service response times.
(d)
Unless otherwise specified in the applicable HP Data Sheet, products moved
outside the country where this HP Care Pack Service is purchased will not
receive service under the terms of the Agreement.
(e)
Notwithstanding Section 4(a) of the Terms and Conditions, products which are in
good operating condition at the time HP Care Pack is purchased are eligible for
post warranty hardware support even if they are not at current specified revision
levels available.
HP warrants the HP Care Pack Services will be provided in a professional and
workmanlike manner. THE ABOVE WARRANTY IS EXCLUSIVE AND NO OTHER
WARRANTY, WHETHER WRITTEN OR ORAL, IS EXPRESSED OR IMPLIED. TO
THE EXTENT PERMITTED BY LAW, HP SPECIFICALLY DISCLAIMS THE IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE,
AND NONINFRINGEMENT.
6.
Limitations of Liability and Remedies: To the extent HP is held legally liable to Customer,
HP’s liability is limited to damages for bodily injury and direct damages to tangible
property up to the limit of $300,000 (U.S.) and other direct damages for any claim
based on a material breach of HP Care Pack Services, up to a maximum of the HP
Care Pack Service charges paid by Customer for this Agreement for the products at
issue. HP will not be liable for performance delays or for nonperformance due to
causes beyond its reasonable control. THE REMEDIES PROVIDED IN THIS AGREEMENT
ARE CUSTOMER’S SOLE AND EXCLUSIVE REMEDIES. EXCEPT AS INDICATED
ABOVE, IN NO EVENT WILL HP, ITS AFFILIATES, ITS SUBCONTRACTORS, OR
SUPPLIERS BE LIABLE FOR LOSS OF DATA OR FOR DIRECT, SPECIAL, INCIDENTAL,
CONSEQUENTIAL (INCLUDING DOWNTIME COSTS OR LOST PROFIT), OR OTHER
DAMAGE WHETHER BASED IN CONTRACT, TORT, OR OTHERWISE.
7.
Limitations of Service:
(a.) HP does not provide HP Care Pack Services for products not supplied by HP
unless approved by HP in writing, or for products that Customer does not allow HP
to incorporate modifications. Customer or an approved designated contact is
responsible for removing any products not eligible for HP Care Pack Services
to allow HP to perform service. If delivery of HP Care Pack Services is made
more difficult because of such products, HP will charge Customer for the extra
work at HP’s standard service rates.
(b.) Unless otherwise specified, this Agreement excludes the provision,
return/replacement, and nstallation by HP of consumables, user replacement
parts, maintenance kits, or other consumable items including, but not limited
to, accessories, operating supplies, magnetic media, paper, print heads,
ribbons, toner, a/c adapters, and batteries.
(c.) Unless otherwise specified in the applicable HP Data Sheet, and subject
to the limitations therein, HP Care Pack Services do not cover any damage
or failure caused by: (i) use of non-HP media, supplies and other products;
(ii) site conditions that do not conform to HP’s site specifications; (iii) neglect,
improper use, fire or water damage, electrical disturbances, transportation
by Customer (and in the case of HP Authorized Representatives, by owners
or users of the supported system), work or modification by people other than
HP employees or HP Authorized Representatives, or other causes beyond
HP’s control; or (iv) inability of products not manufactured by HP and non
compliant HP products in Customer’s supported environment to correctly
process, provide or receive date data (i.e., representations for month, day,
and year), or the inability of these products to properly exchange date data
with any products covered by HP support services. Complete resolution of some
problems may be beyond the control of HP and thus outside the scope of
these services.
(d.) Supported Software Versions: Unless otherwise agreed by HP, HP provides
HP Care Pack Services only for the current and immediately preceding versions
of HP software, and only when the software is used with hardware that is
included in HP-specified configurations. A version is defined as a release of a
software product that contains new features, enhancements, and maintenance
updates. If support coverage lapses, additional fees may be required to
resumem support coverage. HP will support specified versions of selected nonHP software, but will not support the software any longer than the vendor
supports it. For non-HP software, HP provides HP Care Pack Services only for
software versions that are documented as supported on specified configurations.
HP will be under no obligation to provide HP Care Pack Services should it be
required due to alterations or modifications to code.
(e.) Non-HP Products: HP is not liable for the performance or non-performance of
third party vendors, their products, or their support services. HP’s decision on
how long to offer HP support on selected non-HP products is final.
2
(f.) Some HP Care Pack Services features and coverage levels are subject to local
availability.
(g.) HP reserves the right and Customer consents to HP’s use of subcontractors to
assist in the provision of HP Care Pack Services as HP deems appropriate, without
notice to Customer.
8.
Customer Responsibilities:
(a.) Customer or HP Authorized Representative is responsible for registering the hardware
product to be supported within ten (10) days of purchase of the support service,
using the registration instructions within each package, email document, or as otherwise
directed by HP. In the event a covered product changes location or the support service
is transferred with the sale of a used hardware product, registration (or a proper
adjustment to existing HP registration) is to occur within ten days of purchase from
previous owner. HP IS NOT OBLIGATED TO PROVIDE SUPPORT SERVICES IF
CUSTOMER OR HP AUTHORIZED REPRESENTATIVE DOES NOT REGISTER
HARDWARE PRODUCT AS STATED HEREIN.
(b.)Customer will make all reasonable efforts to support and cooperate with HP in resolving
the problem remotely, for example, starting and executing self tests or diagnostic
programs, providing all necessary information, or performing basic remedial activities
upon HP’s request.
(c.) Customer will ensure that HP service personnel are provided with sufficient electrical
power to perform necessary hardware maintenance and operating supplies used
during normal operation.
(d.) Customer is responsible for the security of its proprietary and confidential information
and for maintaining a procedure external to the hardware products for reconstruction of
lost, or altered files, data, or programs.
(e.) Customer must notify HP if any hardware products serviced are being used in
an environment that poses a potential health or safety hazard to HP employees
or subcontractors; HP may require Customer to maintain such products under HP
supervision.
(f.) Customer must ensure that an adult representative is present when HP is providing
services at Customer’s designated location or by telephone.
(g.) If remote support is available, Customer will allow HP to keep system and network
diagnostic program resident on the covered product and provide HP login access for
the exclusive purpose of performing diagnostics.
(h.) Customer acknowledges that Customer has no ownership interest in diagnostic software
provided by HP and that HP will remove these diagnostic programs and any HP loaned
modems or other equipment upon termination of this Agreement. When capable, the
covered product must be configured to permit access to one voice-grade telephone
line and one data-quality telephone line; both must have terminations located near
the covered product. Upon HP’s request, Customer will run HP-supplied diagnostic
programs before having a hardware product serviced under this Agreement.
(i.) Off-Site Support and Exchange Services: Customer is responsible for performing the
following functions prior to return shipping a failed hardware product to HP: a) perform
all steps for self-test and trouble-shooting specified in the operating manual for the
product; b) provide, in writing, the model number, serial number, current failure
symptoms, pertinent failure history and ship-to address (if applicable); and c) unless
3
the product will be delivered and picked up in person by Customer, Customer is
responsible for packaging the failed product carefully in the original or HP provided
shipping container, or a shipping container that prevents the product from being
damaged while in transit to HP.
9.
On-Site Support for HP Network Connectivity Products: Configuration restoration
assistance will be offered after repairing or replacing an HP hub, bridge, switch or
router (or add-in HP module or transceiver). HP will work with the customer to restore
the configuration of the serviced device if the valid pre-service configuration is
immediately available. The valid configuration may be in the form of either an
electronically saved file or a clear and complete printed documentation of all required
device parameters. On-site support for HP Network Connectivity Products is a devicespecific service and not intended for interconnection troubleshooting.
10. Maximum Use Limitations: Products operated in excess of their maximum usage rate
or duty cycle (as specified in the technical data sheet, operating manual, or service
description) will be serviced at HP’s standard service rates.
11. Transfer of Service: This Agreement may only be assigned in connection with sale
of the covered product. Customer or HP Authorized Representative as assignor must
inform HP when the covered product is sold. The assignment must be in writing, signed
by the assignor and available for inspection by HP personnel. Assignment will not be
valid if in breach of local or U.S. export regulations.
12. Post Warranty HP Care Pack Services: Certain select products may be eligible for
the purchase of a Post Warranty HP Care Pack. Such Post Warranty Care Pack Services
may be purchased either (i) after expiration of the original product warranty period;
or (ii) for renewal of a previously purchased HP Care Pack Service to provide the
Customer with uninterrupted support services. The coverage period for the Post
Warranty HP Care Pack Service will begin at the time of purchase of the Post Warranty
Care Pack Service and continue for the period purchased.
13. Term:
(a.) For Hardware Support purchased during the product warranty period, this
Agreement will begin on the date of initial purchase of the new hardware product
to be supported and will terminate either at the end of the specified number of
years of service purchased; or for Hardware Support Services with page limits,
terminate once the specified page limit (or page count) has been exceeded or
at the end of the specified number of years of service purchased, whichever
comes first. Page count is defined as the number of pages (printed or plain) that
have passed through a printers print engine and recorded on the test page.
(b) For Hardware Support purchased after expiration of the warranty, this Agreement
will begin on the purchase date of this Agreement and will terminate at the end of
the specified number of years of service purchased.
(c) For Network Support or Software Support, this Agreement will begin on the
date of registration or thirty (30) days after purchase, whichever occurs first; and
will terminate either at the end of the specified number of years of service
purchased or, if applicable, upon closure of the last covered incident, whichever
occurs first.
(d) All HP Care Pack Service will continue until terminated by either party under
the provisions of this Agreement. This Agreement is not renewable; Customer may
for some eligible products, purchase another Agreement upon expiration or
termination of this Agreement. The cost of another Agreement will reflect the age
of the product and service costs at time of purchase.
4
14. Termination: Customer may terminate this Agreement by notifying the place of purchase
at any time within thirty (30) days of purchase to receive a full refund from the place
of purchase. HP may terminate at any time after the effective date of this Agreement
if Customer fails to perform or observe any condition of this Agreement with HP.
Notwithstanding the foregoing, FOR CALIFORNIA CONSUMERS (individuals who
purchase for home, family or personal use only), if Customer cancels after thirty (30)
days by sending a written notice of cancellation plus proof of purchase to HP, Customer
will receive a pro rata refund based on the time expired less a cancellation charge of
$25 or 10% of the purchase price of the Agreement, whichever is less. FOR FLORIDA
CONSUMERS (individuals who purchase for home, family or personal use only), if
Customer cancels after thirty (30) days by sending a written notice of cancellation plus
proof of purchase to HP, Customer will receive a pro rata refund equal to 90% of the
unearned pro rata purchase price less any claims that have been paid or less the cost
of repairs made on Customer’s behalf
15. Governing Laws: Any disputes arising in connection with this Agreement will be
governed by the laws of the State of California. The courts of the State of California
shall have jurisdiction. FOR NEVADA CONSUMERS, the laws of the State of
Nevada will govern any disputes arising in connection with this Agreement. FOR
WASHINGTON CONSUMERS, any civil action brought in connection with this
Agreement does not have to be brought in the courts of the State of California. FOR
WYOMING CONSUMERS, the laws of the State of Wyoming will govern any disputes
arising out of this Agreement and any civil action may be brought in the courts of the
State of Wyoming.
16. Entire Agreement: The terms and conditions of this Agreement (together with
the HP Authorized Contract Management Partner Addendum for HP Authorized
Representatives), and the applicable HP data sheet constitute the entire understanding
between the parties relating to the provision of services described herein and will
supersede any previous communication, representation or agreement whether oral
or written. Customer’s additional or different terms and conditions will not apply.
Customer’s acceptance of this Agreement is deemed to occur upon Customer’s
purchase of HP Care Pack Service. No change of any of the terms and conditions will
be valid unless in writing signed by an authorized representative of each party.
17. For products purchased in the United States (except in Florida), Hewlett-Packard
Company located at 3000 Hanover Street, Palo Alto, CA 94304, is legally and
financially obligated to provide the HP Care Pack Services described in this Agreement
and these obligations are backed by the full faith and credit of HP. For products
purchased in Florida, obligations of HP under this Agreement are guaranteed under a
service contract reimbursement policy. Should HP fail to pay or provide HP Care Pack
Services on any claims within 60 days after proof of loss has been filed, Customer is
entitled to make a claim directly against Technology Insurance Company. If HP fails
to perform under this Agreement, Technology Insurance Company shall pay on HP’s
behalf, any sums HP is legally obligated to pay or shall provide the HP Care Pack
Services which HP is legally obligated to perform under this Agreement. Technology
Insurance Company of New Hampshire, 59 Maiden Lane, New York, NY 10038., Toll
Free # 877.528.7878.
5
6
7
AV-RUF6B-TK
Revised 08/2005
5
HP Software Support Service
Technical data
HP Customer Support Contractual Services Package
Software services and fast, reliable support
for your IT staff
HP Software Support Service provides software services
for HP software and selected third-party software.
With HP Software Support, your IT staff has fast, reliable
access to HP Response Centers. HP Response Center
engineers work with your IT team to provide advice
on software features and use, problem diagnosis and
resolution, software defect identification, and access
to patches.
HP Support Services are governed by Exhibit SS5 and the HP Terms and Conditions of Sale and Service, HP Business
Terms or HP Global Agreement.
HP Software Support Service also provides new revisions
of HP and selected HP-supported third-party software
products, software patches, and reference manuals. This
includes the license to use and copy new revisions of
software products on all supported systems covered by
the original software license.
This service also provides electronic access to support
information, allowing any member of your IT staff to
locate essential product and support information. For
third-party products, this is subject to availability of such
information electronically from the vendor.
Service benefits
This service enables you to:
• Improve productivity of system
managers and operators
• Increase system performance and
reduce downtime due to software
defects
• Update HP software and
selected third-party software at
a predictable cost
• Reduce the cost of purchasing
individual software updates
through subscription savings
Service feature highlights
• Notify system managers when
new software releases are made
available
• Problem resolution through
trained technical resources
• License to use and copy software
product updates
• Software product and
documentation updates
• Electronic software support
• Access to technical resources
• Problem analysis and resolution
• Escalation management
• Software features and
operational support
• Problem isolation
• Remote access
• Installation advisory support
• Choice of coverage windows
• Additional named callers
(optional)
Specifications
Table 1. Service features
Feature
Delivery specifications
License to use and copy
software product updates
The Customer receives the license to use and copy the software product updates for all supported systems covered by the original software license. The
Customer may use and copy updates to HP or third-party software (subject to the third-party software license terms) on each system covered by this
service as described in Exhibit E16, HP Terms and Conditions of Sale and Service, and in Exhibit SS5, HP Support Services.
Software product and
documentation updates
As HP releases updates to HP software, the latest revisions of the software and reference manuals are made available to the Customer’s system manager
or designee. For selected third-party software, HP will provide software updates as such updates are made available from the third party, or HP may
provide instructions on how to obtain any software updates directly from the third party. For certain products, the Customer may be offered a choice of
media. An access code, license key, or instructions for obtaining an access code or license key will also be provided to the Customer when it is required
to install or run the latest software revision.
Electronic software support
As a part of this service, HP will provide access to software-related electronic and Web-based tools and services, as available.
As a Software Support Service contract holder, the Customer has access to services available to all registered software support users, plus additional
capabilities such as searching knowledge databases and downloading HP software patches. If software patches and updated information for HPsupported third-party products are made available to HP by the original software manufacturer, the Customer may also have access to these as part
of this service.
For some HP products, the Software Update Manager (SUM), an online service for software updates, is available at the Customer’s option. The SUM
allows the Customer to download software and documentation updates, order physical media, view order status and history, and receive software
update notifications via e-mail.
Access to technical resources
The Customer can access HP technical resources via telephone, electronic communication, or fax (where locally available) for assistance in resolving
software implementation or operations problems.
Problem analysis and resolution
HP provides corrective support to resolve identifiable and Customer-reproducible software product problems. HP also provides support to help the
Customer identify problems that are difficult to reproduce. The Customer receives assistance in troubleshooting problems and solving configuration
parameters.
Escalation management
HP has established formal escalation procedures to facilitate complex software problem resolution. Local HP management coordinates problem
escalation, enlisting the skills of key problem-solving specialists throughout HP and selected third parties.
Software features and
operational support
HP provides information on the latest product features, known problems and available solutions, and operational advice and assistance.
Problem isolation
Problem isolation to the software product is provided. The Customer is informed if the problem is perceived to be hardware related. If the Customer’s
hardware is covered under an HP Hardware Maintenance Onsite Service agreement, a service request will be logged to the diagnose-before-dispatch
desk on the Customer’s behalf. With Customer approval, a per-call service request will be logged on the Customer’s behalf for problems related to
hardware not covered under a Hardware Maintenance Onsite agreement.
HP Support Services are governed by Exhibit SS5 and the HP Terms and Conditions of Sale and Service, HP Business Terms or HP Global Agreement.
2
Specifications
Table 1. Service features, continued
Feature
Delivery specifications
Remote access
At the option of HP and with Customer approval, selected remote access tools, such as a telephone support tool, may be used to facilitate problemsolving. The use of these tools allows HP to work interactively with the Customer and facilitates remote diagnosis of problems with the Customer’s system.
The Customer can choose to use any of these remote access tools to assist in the resolution of service requests. Only HP-provided, HP-approved tools are
to be used as a part of this feature.
Installation advisory support
Advisory support is provided to the Customer who encounters difficulties while performing a product installation or who needs advice on proper
installation methods and updating of standalone applications. Advisory support for products that are installed in a network environment is also
provided.
This service feature does not include down-line loading of complete software packages or walking through an installation from start to finish. These
services are available for an additional charge and can be purchased separately from HP.
Coverage window
The coverage window specifies the time during which services are available.
• Standard business hours, standard business days: Service is available between 8:00 am and 5:00 pm Monday through Friday, excluding HP
holidays. This coverage applies when Software Support M-F is purchased. Calls received and answered outside this service window will be logged
the next day for which the Customer has a service window (may vary by geographic location).
• 24x7: Service is available 24 hours per day, Monday through Sunday, including all HP holidays. This coverage applies when Software Support 24x7
is purchased.
Specifications
Table 2. Optional service feature
Optional feature
Delivery specifications
Additional named callers
Support for three named Customer callers is included with HP Software Support Service. The Customer can optionally purchase support for additional
callers.
Service eligibility
To be eligible to purchase software product support, the
Customer must be properly licensed to use the revision of
the software product that is current at the beginning of
the service agreement period; otherwise, an additional
charge may be applied to bring the Customer into service
eligibility
Customer responsibilities
The Customer must retain and provide to HP upon
request all original software licenses, upgrade license
agreements, and license keys.
licensing terms of the third-party software manufacturer, if
applicable, including any additional software licensing
terms that may accompany such software updates
provided under this service.
When the Customer receives hardcopy or e-mail
notification that a new update of software is available, it
is the Customer’s responsibility to reply to the notification
in order to receive the new software update.
The Customer is responsible for registering to use HP’s
electronic facility in order to obtain software product
information and download HP software patches.
The Customer will use all software products in
accordance with current HP software licensing terms
corresponding to the Customer’s prerequisite underlying
software license, or in accordance with the current
HP Support Services are governed by Exhibit SS5 and the HP Terms and Conditions of Sale and Service, HP Business Terms or HP Global Agreement.
3
HP Software Support Service
Service limitations
Software updates are not available for all software products. Upon the Customer’s request, HP will provide the
Customer with a list of software products that do not require software updates. When this service feature is not
available, it will not be included in HP Software Support Service.
For Customers with multiple systems at the same location, HP may limit the number of physical media sets containing
software updates provided as part of this service.
Software support must be purchased for each computer system in the Customer’s environment that will require support.
For some products, software updates include only minor improved features; new versions or revisions must be
purchased separately. Upon the Customer’s request, HP will provide the Customer with a list of software products that
do not include new versions or revisions in the software update price. The price for new versions or revisions of these
software products is not included in the HP Software Support Service.
General provisions/Other exclusions
Distribution of certain third-party software updates, license agreements, and license keys may be made directly from
the third-party vendor to the Customer.
For more information
For more information on HP Software Support Service, contact any of our worldwide sales offices or resellers or visit
our Web site at:
www.hp.com/hps/support
© 2003 Hewlett-Packard Development Company, L.P and its affiliate Hewlett Packard (Canada) Co. 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 or condition, express or implied, in fact or in law. HP shall not be liable for technical or editorial
errors or omissions contained herein.
Intel and Pentium are U.S. registered trademarks of Intel Corporation.
HP Support Services are governed by Exhibit SS5 and the HP Terms and Conditions of Sale and Service, HP Business
Terms or HP Global Agreement.
To learn more, visit www.hp.com
5981-8510ENUC Rev.1, 10/2003
HP Proactive 24 Service
Enhance the effectiveness of your IT infrastructure
Overview
• Improve IT infrastructure stability and performance
• Resolve problems quickly
• Increase IT operational efficiency
•Accelerate the adoption of new technology
Your company has demonstrated that it understands
the value of a well-managed IT environment. You have
diligently invested in the latest technology—including
servers, storage, storage area networks (SANs),
software, networking equipment—and in experienced
IT staff. The results have been satisfactory. Yet your
business users are demanding more stability and you
are facing pressure on your IT budget. What you need
is to find more effective ways to manage the many
challenges your organization faces.
Almost every enterprise IT infrastructure, no matter
how well managed, can still improve the services it
provides to the business. Companies that take the
initiative to pursue operational improvements are
likely to add substantial value to their businesses.
Integrated proactive and reactive
support for your IT environment
HP experts work with you, using the HP value-based
delivery methodology, to understand your existing IT
environment and goals. They identify improvements
that can be made to help you reach your goals
and provide technical and operational assistance
to augment your existing capabilities. In addition to
this personal consultation and analysis, HP employs
leading-edge remote support technologies to monitor
your systems electronically and identify potential
problems, so that they can be corrected before they
cause outages. These key diagnostic measures are
accompanied by 24x7 technical support with a
four-hour onsite hardware response to help reduce
the effects of unplanned downtime.
HP Proactive 24 Service complements
your internal IT resources with
proactive advice and assistance that
helps you improve the effectiveness of
your IT infrastructure.
HP recognizes that the key to improving IT operational
effectiveness is to coordinate activities across all the
components of your infrastructure. HP Proactive 24
Service includes consistent proactive and reactive
services across the whole infrastructure, including
software and hardware—servers, storage, SANs, and
networks—and specialized solution support for SAP
environments, IT Service Management improvements,
and IT security. In addition to leveraging HP expertise
on a variety of operating systems (including HP-UX,
Tru64 UNIX®, Windows®, Linux, MPE, OpenVMS, and
NonStop Kernel), HP Proactive 24 Service customers
receive help from HP experts on a range of technology
topics to improve IT knowledge and effectiveness.
Key Proactive 24 Service highlights
The strength of HP Proactive 24 Service lies in its
unique combination of an assigned support manager,
proactive services, and rapid response to problems that
occur. Alone, any one of these elements would make
a significant contribution to improving performance
across your IT environment. Together, however, they are
even more effective at helping you obtain better results
from your IT investments. The highlights of HP Proactive
24 Service include the following:
•Assigned customer support manager—An HP
account support manager works with you, as a
single point of contact, to identify your specific
support needs, develop a plan to address those
needs, and coordinate delivery of relevant services
•Account support plan—The account support plan
is a tool that documents your environment and
specifies the services HP can deliver so that you
meet your operational objectives. It is adjusted
periodically as your needs change
•Site environmental evaluation—HP employs a variety
of diagnostic tools to assess availability, supportability,
and environmental conditions at your site. Each
evaluation is followed up with specific recommendations
to improve performance in these critical areas
•Operating System patch analysis and
management—HP monitors all patches as they
are released, discusses recommended patches with
you, and simplifies the patch management process
•Firmware/software updates—HP monitors all
updates to your storage, SAN, and network
firmware and software, and recommends which
updates to pursue
•Data Center services—Specialized technical
consulting included with HP Proactive 24 Service
helps you focus on specific areas of improvement
for your operation. Technical consulting is available
on a variety of topics, including availability, capacity
and performance, change management, security,
and infrastructure management
•24x7 support—HP provides unlimited remote
assistance with critical and non-critical hardware
and software problems through the HP response
center—24 hours a day, 365 days a year, including
four-hour onsite response for hardware issues that
cannot be resolved remotely
•Education planning assistance—HP provides
customized course recommendations to improve the
technical and process knowledge of your IT staff
•Electronic information support—The HP IT Resource
Center (ITRC) website provides comprehensive
customized knowledge and service, including
self-solve tools, personalized assistance, online
training, and instant access to the most comprehensive
multi-vendor, multi-platform IT content available
2
Optional enhancements extend
the value
The HP Fundamental IT Service Management
Improvement Service enhancement is integrated
with HP Proactive 24 Service to assist customers with
continual improvements to their service management
programs. It includes an ITSM assessment, which
analyzes selected ITSM disciplines that commonly
cause the most problems for our customers, pinpointing
the gaps between current practices and those required
to meet your specific service management objectives. It
follows this up with a Service Improvement Plan (SIP),
containing recommendations to help close the gaps,
and implementation assistance. Combining Proactive
24 Service with this option helps you leverage the
HP expertise in people and process issues as well
as managing IT.
Proactive 24 Service enhancement for SAP provides
both proactive and reactive services to help enable
your SAP infrastructure to meet your availability
and performance objectives. Trained, certified SAP
professionals deliver proactive services such as patch
assistance, trend analysis, capacity planning, and
performance analysis—all designed to help you
fine-tune the performance of your mission-critical
SAP applications. Special, accelerated HP-SAP
troubleshooting and escalation processes enable
rapid resolution if problems arise.
The Security Service enhancement leverages the
proven service management processes, methodologies,
and best practices of HP. An HP security consultant
performs an ITIL-based assessment to identify gaps
against security standards and best practices. Based
on the assessment, actions for improvement are
recommended. Through this analysis, which includes
vulnerability scans and creating customized critical
security alerts, you can focus on maximizing IT security
and minimizing business risk.
Proactive Select additions augment Proactive 24
Service with additional technical expertise and
first-rate practices to fit your particular technology
challenges. Choose from a wide range of technology
and process services, including blades and
virtualization, to name a few.
Benefits of HP Proactive 24 Service
With HP Proactive 24 Service, you leverage the
expertise, knowledge, and capabilities of the HP services
personnel, worldwide support infrastructure, and
remote support technology to improve the effectiveness
of your IT infrastructure based on your specific needs.
•Simplified and consolidated support planning and
delivery—HP Proactive 24 Service provides a single
point of contact for planning and delivery of support
services as well as shared accountability
•Improved stability of your IT environment—By
increasing stability, you can enable your IT
infrastructure to be more resilient in the face of
the constant changes that are part of today’s
business environment
•Improved IT effectiveness—By improving the
effectiveness of your technology infrastructure, you
improve the customer service levels and performance
of your existing IT assets
•Rapid resolution of complex problems—HP Proactive
24 Service helps you resolve problems quickly so
that business disruptions are reduced and customer
satisfaction is increased
3
Why HP for support services?
For more information
When you work with HP, you are working with one
of the most trusted names in the IT industry. We
have more than 40 years’ experience delivering IT
infrastructure support, with a staff of 65,000 service
professionals and 12,000 ITIL-certified IT professionals
around the world. We are leaders in providing
mission-critical services for open environments,
enterprise-ready Microsoft ® integration and support,
and services for UNIX, Windows, Linux, MPE,
OpenVMS, and NonStop Kernel. We have created
the largest channel partner network in the world, with
more than 80 education centers and a global reach
that extends to more than 160 countries.
If you would like to learn more about the specific
features of HP Proactive 24 Service, please contact
your local HP sales representative or visit
www.hp.com/services/missioncritical
Technology for better business outcomes
To learn more, visit www.hp.com/hps/missioncritical
© Copyright 2009 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.
Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. UNIX is a registered trademark of
The Open Group.
5981-9842EN Rev. 5, January 2009
REQUEST FOR SOLE SOURCE OR EXEMPTION FROM COMPETITIVE SOLICITATION
(Purchases in excess of $5,000)
To: Greg Pustelnik
From:
Buyer or Contract Manager
KB Paige
ITS
(Requestor)
(Department/Division)
Request for the purchase of:
Hewlett-Packard Operating System Support Services
Requested supplier/vendor, if known:
Vendor Address:
Vendor Contact:
Hewlett-Packard Company Vendor # 102801
8000 Foothills BLVD, M/S 5512, Roseville, CA 95747-5636
Phone:
Patsy Wallace
Purchase Requisition:
Cost Estimate $:
Old Contract C07119658
1-800-286-1115
455,173.80No
Tax Include
JUSTIFICATION:
Justification must include the following:
1.
2.
3.
4.
A description of the unique need that necessitates a sole source purchase, a product standardization
request, or other type of exemption from competitive solicitation.
A statement describing the actions taken by the department during the search for the project or service.
Any reviews, reports, or specifications prepared by the department during the research for available
products or services.
Expected length of contract.
PROVIDE YOUR JUSTIFICATION HERE:
1. HP is the only provider of HP Operating System Support.
2. HP provides maintenance and support for the operating system for the HP servers the City uses. There are
no other providers of this maintenance or support since the operating system is proprietary.
3. No reviews were performed since HP is the only provider of HP Operating System Support.
4. This Contract shall be for the maximum allowed by the City of Palo Alto, (Three Years).
FOLLOW THESE INSTRUCTIONS FOR THE APPROVAL PROCESS:
After filling out your Request, please follow these instructions:
1. The departmental approval shall be obtained by sending this Request (filled out by requestor) as an
attachment via email to the Department Head, who approves by typing the words: “Request
Approved”. (Any approvals required prior to this step shall be obtained at the Department Head’s
discretion and are not required as an attachment to the email.)
2. The Department Head then forwards the same email directly to the Buyer or Contract Manager
assigned to the purchase requisition. (See name at top of form.)
3. The Buyer or Contract Manager will obtain Purchasing Manager and City Manager approvals prior to
processing the Request.
PURCHASING GUIDE – APPENDICX E
PAGE 1 OF 1
Yocksi Sing
HEWLETT-PACKARD COMPANY
8000 Foothills Blvd
ROSEVILLE CA 95747
10/07/2011
LISA BOLGER
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Support Account Reference: PALOALTO20HPSW
HP Reference Number: 44157736
Dear LISA BOLGER:
Enclosed you will find a Hewlett-Packard support service quote for your products. Review the services, support
items, coverage dates, addresses, and company contacts for accuracy. Please advise HP of any changes prior to
submitting your purchase order.
To order support services detailed in this package, please return billing authorization by choosing one of the
following convenient options. Subject to HP Single Order Terms for Support or purchase agreement with HP and
if applicable, Exhibit E24.
Option 1: Provide an open-ended purchase order. An open-ended purchase order allows HP to add products to
your agreement as necessary, as well as renew your support from year to year. Cancellation of the support service
agreement requires a 30-day written notice.
Option 2: Provide a purchase order for the coverage dates specified in the enclosed referenced proposal.
Option 3: Sign and return the attached Signature Authorization Method (SAM) form.
Purchase orders must reference the HP Reference Number and the Support Account Reference. Applicable tax
will be added to all products. If your organization is tax-exempt, please send a copy of the tax exemption
certificate.
Hewlett-Packard values your business and looks forward to providing you with continued support. If you have any
questions or require further assistance, please contact your Contract Admin. at FAX
Sincerely,
Yocksi Sing
Contract Admin.
SIGNATURE AUTHORIZATION METHOD (SAM)
The Signature Authorization Method (SAM) may be used to order Hewlett-Packard Company (HP) Support Services ONLY IF A
PURCHASE ORDER IS NOT REQUIRED TO AUTHORIZE SERVICE DELIVERY AND REMIT PAYMENT. This Signature
Authorization Method form, including the quotation(s) and governing terms referenced herein shall be referred to collectively as the
"Support Agreement."
(1) Customer Information
Company Name
CITY OF PALO ALTO
Equipment Location Address
250 HAMILTON AVE
PALO ALTO CA 94301-2531
(2) Contract Information - Check the HP Reference number to accept one quote, or the AMP ID to accept all quotes attached:
[ ] HP Reference Number: 44157736
[ ]** AMP ID: ML13013293HPSW
Support Account Reference: PALOALTO20HPSW
Coverage Period: 10/01/2011 - 09/30/2016
**The enclosed Support Account Overview dated 10/07/2011 summarizes the quotes contained within the above AMP ID.
Please check if applicable:
[ ] This Support Agreement is accepted with no revisions. If revisions are required, please contact your Contract Administrator. A
quote will be re-issued to reflect your changes and associated pricing, if any. A new SAM form will be provided for your
authorization.
[ ] Authorization is open-ended. This Support Agreement is for the period stated on HP's quote. It will be extended without
modification by consecutive terms of 12 months unless one of the parties gives written notice in accordance with the Support
Agreement prior to the end of the 12 month term. If HP requires modification of this Support Agreement, HP will notify Customer in
writing 60 days before the modifications are effective. Within 30 days' of Customer receipt of such notice, Customer may terminate
this Support Agreement by written notice to HP, and such termination shall be effective on the effective date of the proposed
modifications. Absent such notice by Customer, the Support Agreement will continue to the end of the current term with the
modifications, and extended by consecutive 12-month terms. Re-pricing will occur automatically without further authorization. Any
other termination of this Support Agreement by Customer shall be subject to the Support Agreement.
(3) Tax Information
[ ] Taxable [ ] Tax Exempt
Exemption #________________ (Attach copy of exemption certificate)
(4) Payment Method: Do not enclose Payment. Please select one of the following:
[ ] Use my signature below as billing authorization.
[ ] Purchase Order attached
[ ] Charge my credit card. Check one: [ ] Visa [ ] Mastercard [ ] American Express
For your protection, please call your Contract Admin with the credit card number.
Cardholder Name (Print) ____________________________________Cardholder's Signature__________________________________
Credit Card Invoice-To Address ___________________________________________________________________________________
(5) Billing Frequency:
[ ] Annually* [ ] Quarterly (must exceed $2400 annually*) [ ] Semi-Annually (must exceed $2400 annually*) [ ] Monthly (must
exceed $2400 annually*) * Annual billing not available for Federal Government customers.
(6) Service Authorization and Terms and Conditions
Customer's signature on this form authorizes HP to invoice Customer for the HP Support Services represented in this Support
Agreement. This Support Agreement will be governed by the following: i) the purchase agreement currently in effect between
Customer and HP that includes the delivery of Support Services, or if none, the HP Single Order Terms Support; and ii) any
applicable Transaction Documents thereto.
_________________________________
________________________________________________
Authorized Signature
Date
Invoice-To Address (if different from Equipment Location)
_________________________________
________________________________________________
Printed Name
Title
E-mail Address
Phone/Fax
(7) Completed form should be returned to:
Hewlett-Packard Company
Yocksi Sing
8000 Foothills Blvd
ROSEVILLE, CA 95747
(FAX)
Revised : 4/2/2009
Support Account Overview
AMP ID: ML13013293HPSW
Special Terms and Conditions No: B27164
Customer Address:
CITY OF PALO ALTO
250 HAMILTON AVE
PALO ALTO CA 94301
Hewlett-Packard Address:
HEWLETT-PACKARD COMPANY
8000 Foothills Blvd
ROSEVILLE CA 95747
Customer Contact:
HP Contact:
LISA BOLGER
Tel: (650) 329-2654
Fax:
E-mail Lisa.Bolger@cityofpaloalto.org
Yocksi Sing
E-mail yocksi@hp.com
This quote is valid until
Order acceptance is subject to HP Single Order Terms for Support or purchase agreement with HP, which is
referenced as "S" above in "Special Terms and Conditions". Multi-year support renewals are also governed by
the Exhibit E24. Additional terms and conditions for HP Software support are available at
http://support.openview.hp.com/support_options.jsp.
For more information on the format of this document HP Terms and Conditions, and Service Data Sheets, visit www.hp.com/services/custdocs
For additional HP Software Terms and Conditions and Service Data Sheets, visit http://support.openview.hp.com/support_options.jsp
Your Support Access Options for Service Agreement Customers:
. Support Contract Assistant (SCA) - manage your service agreement online, visit www.esca.hp.com
. HP Software Support Online - http://support.openview.hp.com/
. Please have your Service Agreement ID and Product#/Serial# available to expedite your support experience.
Support Account Reference
Service
Agreement ID
Coverage Period
From:
To:
PALOALTO20HPSW
1035 6334 9297 10/01/2011 09/30/2016
Description
Contract Total/USD
1032 6291 2096
Total Excluding Taxes
53,844.00
53,844.00
Summary of Charges
Software Support-Labor
Software Support-Materials
Total Excluding Taxes
31,878.00
21,966.00
53,844.00
Total excludes all taxes. If applicable, taxes will be added at the time of invoicing at the current tax rate.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Refer to the detail document for any applicable state & local tax
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Print Date 10/07/2011
Page 1 / 9
Support Account Detail
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0356334923
Support Account Reference:
PALOALTO20HPSW
HP Reference Number: 44157736
Equipment Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Software Update Address:
City Of Palo Alto
250 HAMILTON AVE
PALO ALTO CA 94301-2531
Hardware Contact:
Software Contact:
LISA BOLGER
Tel: (650) 329-2654
Fax:
LISA BOLGER
Tel: (650) 329-2654
Fax:
This quote is valid until
Coverage from: 10/01/2011 to: 09/30/2016
Service Agreement ID: 1035 6334 9297
Product No.
Description
HA107AC
HP Software 24x7 Support
For Support, please call: 800-633-3600
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
*** Software Support ***
HP Software Technical Unlimited Support
SW Technical Support
SW Electronic Support
24 Hrs Std Office Days
24 Hrs Day 6
24 Hrs Day 7
Holidays Covered
Standard Response
B6951AA
HP Data Prot Start Pk for HP-UX DVD LTU
SW Spec Neg DiscHdr% -30%
2
124.00
-37.20
86.80
B6953AA
HP Data Prot One Drv UNIX/NAS/SAN LTU
SW Spec Neg DiscHdr% -30%
4
220.00
-66.00
154.00
B6955BA
HP Data Prot On-line Backup for UNIX LTU
SW Spec Neg DiscHdr% -30%
5
415.00
-124.50
290.50
HP Software Updates Service
License to Use & SW Updates
HP Recommended SW Upd Method
HP Recommended Doc Upd Method
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 10/07/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 2 / 9
Special Terms and Conditions No: B27164
Your PO Reference:
CCRN Number: 0356334923
Product No.
Description
B6951AA
Serial No.
Coverage Period
from:
to:
Qty
Price/USD
HP Data Prot Start Pk for HP-UX DVD LTU
SW Spec Neg DiscHdr% -30%
2
86.00
-25.80
60.20
B6953AA
HP Data Prot One Drv UNIX/NAS/SAN LTU
SW Spec Neg DiscHdr% -30%
4
152.00
-45.60
106.40
B6955BA
HP Data Prot On-line Backup for UNIX LTU
SW Spec Neg DiscHdr% -30%
5
285.00
-85.50
199.50
Discounts
SW Spec Neg DiscHdr% -30%
384.60-
Summary of Charges
Software Support-Labor
Software Support-Labor Tax CA
Software Support-Materials
Software Support-Materials Tax CA
TOTAL INCLUDING TAX
531.30
0.00
366.10
0.00
897.40
Taxes have been added at current rate, however, tax rates will be those in effect at the time of invoicing.
Total price includes all additions, deletions, warranties, discounts and adjustments if applicable.
Please refer to the payment schedule for prices to be invoiced yearly in advance.
Printed on: 10/07/2011
For more information on the format of this document visit www.hp.com/go/hpsdocs
Page: 3 / 9
Payment Schedule as of 10/07/2011
AMP ID: ML13013293HPSW
Settlement Period from: From: 10/01/2011
Support Account Reference
PALOALTO20HPSW
to: 09/30/2016
10/01/2011
10/01/2012
10/01/2013
10/01/2014
10/01/2015
09/30/2012
09/30/2013
09/30/2014
09/30/2015
09/30/2016
10,768.80
10,768.80
10,768.80
10,768.80
10,768.80
Applicable tax to be added to the invoice.
Print Date 10/07/2011
Please refer to the payment schedule for prices to be invoiced yearly in advance. Price in USD.
Page 4 / 9
Monthly Cost Schedule as of 10/07/2011
AMP ID: ML13013293HPSW
Breakdown of charges for period: From:
Support Account Reference
10/01/2011
to: 09/30/2016
10/01/2011
11/01/2011
12/01/2011
01/01/2012
02/01/2012
03/01/2012
04/01/2012
05/01/2012
06/01/2012
07/01/2012
08/01/2012
09/01/2012
10/31/2011
11/30/2011
12/31/2011
01/31/2012
02/29/2012
03/31/2012
04/30/2012
05/31/2012
06/30/2012
07/31/2012
08/31/2012
09/30/2012
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
PALOALTO20HPSW
Total
Print Date 10/07/2011
Please refer to the payment schedule for prices to be invoiced yearly in advance. Price in USD.
Page 5 / 9
Monthly Cost Schedule as of 10/07/2011
AMP ID: ML13013293HPSW
Breakdown of charges for period: From:
Support Account Reference
10/01/2011
to: 09/30/2016
10/01/2012
11/01/2012
12/01/2012
01/01/2013
02/01/2013
03/01/2013
04/01/2013
05/01/2013
06/01/2013
07/01/2013
08/01/2013
09/01/2013
10/31/2012
11/30/2012
12/31/2012
01/31/2013
02/28/2013
03/31/2013
04/30/2013
05/31/2013
06/30/2013
07/31/2013
08/31/2013
09/30/2013
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
PALOALTO20HPSW
Total
Print Date 10/07/2011
Please refer to the payment schedule for prices to be invoiced yearly in advance. Price in USD.
Page 6 / 9
Monthly Cost Schedule as of 10/07/2011
AMP ID: ML13013293HPSW
Breakdown of charges for period: From:
Support Account Reference
10/01/2011
to: 09/30/2016
10/01/2013
11/01/2013
12/01/2013
01/01/2014
02/01/2014
03/01/2014
04/01/2014
05/01/2014
06/01/2014
07/01/2014
08/01/2014
09/01/2014
10/31/2013
11/30/2013
12/31/2013
01/31/2014
02/28/2014
03/31/2014
04/30/2014
05/31/2014
06/30/2014
07/31/2014
08/31/2014
09/30/2014
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
PALOALTO20HPSW
Total
Print Date 10/07/2011
Please refer to the payment schedule for prices to be invoiced yearly in advance. Price in USD.
Page 7 / 9
Monthly Cost Schedule as of 10/07/2011
AMP ID: ML13013293HPSW
Breakdown of charges for period: From:
Support Account Reference
10/01/2011
to: 09/30/2016
10/01/2014
11/01/2014
12/01/2014
01/01/2015
02/01/2015
03/01/2015
04/01/2015
05/01/2015
06/01/2015
07/01/2015
08/01/2015
09/01/2015
10/31/2014
11/30/2014
12/31/2014
01/31/2015
02/28/2015
03/31/2015
04/30/2015
05/31/2015
06/30/2015
07/31/2015
08/31/2015
09/30/2015
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
PALOALTO20HPSW
Total
Print Date 10/07/2011
Please refer to the payment schedule for prices to be invoiced yearly in advance. Price in USD.
Page 8 / 9
Monthly Cost Schedule as of 10/07/2011
AMP ID: ML13013293HPSW
Breakdown of charges for period: From:
Support Account Reference
10/01/2011
to: 09/30/2016
10/01/2015
11/01/2015
12/01/2015
01/01/2016
02/01/2016
03/01/2016
04/01/2016
05/01/2016
06/01/2016
07/01/2016
08/01/2016
09/01/2016
10/31/2015
11/30/2015
12/31/2015
01/31/2016
02/29/2016
03/31/2016
04/30/2016
05/31/2016
06/30/2016
07/31/2016
08/31/2016
09/30/2016
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
897.40
PALOALTO20HPSW
Total
Applicable tax to be added to the invoice.
Print Date 10/07/2011
Please refer to the payment schedule for prices to be invoiced yearly in advance. Price in USD.
Page 9 / 9