Product Support Strategy Document Clause Samples

Product Support Strategy Document. 2.1 Prior to shipment of HP Branded Products, LICENSEE and HP will prepare, and HP will approve a written Product Support Strategy Document. LICENSEE may from time-to-time suggest changes to Product Support Strategy Document to meet changing market or product needs. HP may, at its sole discretion, from time-to-time, require changes to the Product Support Strategy Document to maintain consistency of HP customer support experience, to meet local law requirements, or to improve customer support experience. Product Support Strategy Document changes must be approved by HP prior to their implementation. For each new category of product added to this Agreement, prior to shipment of such new category products, the Product Support Strategy Document may be amended or as appropriate, an additional Product Support Strategy Document will be drafted by LICENSEE and HP and approved by HP. The Product Support Strategy Document shall include, but not be limited to the following: 2.1.1 Scope of and processes for: (a) E-mail support (b) Phone support (c) Web support 2.1.2 Reporting to be provided for base measurements of support quality 2.1.3 Support process communication procedures including templates and process flows for all methods of communication 2.1.4 Metrics of support quality and ongoing quality reporting requirements 2.1.5 Generic templates for each method of support 2.1.6 Support escalation paths to LICENSEE and to HP 2.1.7 Regional specific information including: (a) Definition of regions (b) Localized templates (c) Specific alterations to worldwide support models