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Service overview

HP Hardware Support Onsite Service provides remote assistance and onsite support for your

covered hardware, helping you to improve product uptime.

You have the exibility to choose between multiple service-level options featuring several

onsite response or call-to-repair time and coverage window combinations in various

durations to address your specic service needs.

Service-level options with call-to-repair times provide IT managers with support specialists

who will quickly begin troubleshooting the system to help return the hardware to operating

condition within a specied timeframe.

Specications

Table 1. Service features

Feature Delivery specications

Remote problem

diagnosis and support

Once the Customer has placed and HP has acknowledged the receipt of a

call as described in the ‘General provisions/Other exclusions’ section,

HP will work during the coverage window to isolate the hardware incident

and to remotely troubleshoot, remedy, and resolve the incident with the

Customer. Prior to any onsite assistance, HP may initiate and perform

remote diagnostics using electronic remote support solutions to access

covered products, or HP may use other means available to facilitate remote

incident resolution.

HP will provide telephone assistance during the service coverage window

for installation of customer-installable rmware and Customer Self Repair

(CSR) parts.

Regardless of the Customer’s coverage window, incidents with covered

hardware can be reported to HP via telephone or Web portal, as locally

available, or as an automated equipment reporting event via the HP electronic

remote support solutions 24 hours a day, 7 days a week. HP retains the right

to determine the nal resolution of all reported incidents.

Onsite hardware

support

For hardware incidents that cannot, in HP’s judgement, be resolved

remotely, an HP authorised representative will provide onsite technical

support on covered hardware products to return them to operating

condition. For certain products, HP may, at its sole discretion, elect to

replace such products in lieu of repairing them. Replacement products are

new or functionally equivalent to new in performance. Replaced products

become the property of HP.

Once an HP authorised representative arrives at the Customer’s site, the

representative will continue to deliver the service, either onsite or remotely,

at the discretion of HP, until the products are repaired. Work may be

temporarily suspended if parts or additional resources are required, but work

will resume when they become available. Work to completion may not apply

to onsite support provided for desktop, mobile, and consumer products.

Repair is considered complete upon HP verication that the hardware

malfunction has been corrected or that the hardware has been replaced.

Service feature highlights

• Remote problem diagnosis and support

• Onsite hardware support

• Replacement parts and materials included

• Firmware updates for selected products

• Choice of coverage windows

• Choice of onsite response times for

hardware support

• Escalation management

• Access to electronic support information

and services

• HP electronic remote support solution

(for eligible products only)

• Accidental damage protection (optional for

eligible products only)

• Defective media retention (optional for eligible

products only)

• Call-to-repair time commitment in lieu of

onsite response time for hardware support

(optional for eligible products only)

• Enhanced parts inventory management

(included with select, optional call-to-repair

time commitments)

• Desktop-/workstation-/thin client-/notebook-

only coverage (optional for eligible products)

• Maintenance kit replacement

Data sheet

HP Hardware Support

Onsite Service

HP Care Pack services

Summary of content (14 pages)

PAGE 1
Data sheet HP Hardware Support Onsite Service HP Care Pack services Service feature highlights • Remote problem diagnosis and support • Onsite hardware support • Replacement parts and materials included • Firmware updates for selected products • Choice of coverage windows • C hoice of onsite response times for hardware support • Escalation management Service overview HP Hardware Support Onsite Service provides remote assistance and onsite support for your covered hardware, helping you to improve produ
PAGE 2
Data sheet | HP Hardware Support Onsite Service Onsite hardware support, continued Fix-on-Failure: In addition, at the time of onsite technical support delivery, HP may: • Install available engineering improvements for covered hardware products to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP-supplied hardware replacement parts • Install available firmware updates defined by HP as non-customer installable for covered hardware products, that, in the o
PAGE 3
Data sheet | HP Hardware Support Onsite Service Coverage window The coverage window specifies the time during which the described services are delivered onsite or remotely. Calls received outside this coverage window will be logged at the time the call is placed to HP, but will not be acknowledged as described in the ‘General provisions/Other exclusions’ section until the next day for which the Customer has a coverage window.
PAGE 4
Data sheet | HP Hardware Support Onsite Service Specifications (optional) Table 2. Optional service features Feature Delivery specifications Accidental damage protection For eligible products, specific service levels may be offered with protection against accidental damage from handling. Where accidental damage protection applies, the Customer receives protection against accidental damage from handling to the covered hardware product as part of this service.
PAGE 5
Data sheet | HP Hardware Support Onsite Service Enhanced parts inventory management To support HP call-to-repair time commitments, an inventory of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an HP designated facility. These parts are managed to allow for increased inventory availability and are accessible to HP authorised representatives responding to eligible support requests.
PAGE 6
Data sheet | HP Hardware Support Onsite Service Next-day response, standard business Hours (9x7) Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Sunday, including HP holidays. 4-hour response, standard business hours (9x5) Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding HP holidays. 4-hour response, extended business hours (13x5) Service is available 13 hours per day between 8:00 a.m.
PAGE 7
Data sheet | HP Hardware Support Onsite Service Coverage This service provides coverage for eligible HP- or Compaq-branded hardware products and HP-supported and -supplied internal components such as memory and DVD-ROM drives, as well as attached HP- or Compaq-branded accessories purchased together with the main product, such as mouse, keyboard, docking station, AC power adapter, and external monitor up to 22 inches or less in size.
PAGE 8
Data sheet | HP Hardware Support Onsite Service Customer responsibilities If the Customer does not act upon the specified Customer responsibilities, at HP’s discretion, HP or the HP authorised service provider will i) not be obligated to deliver the services as described, or ii) perform such service at the Customer’s expense at the prevailing time and material rates.
PAGE 9
Data sheet | HP Hardware Support Onsite Service For HP Care Pack services that include the accidental damage from handling service feature, it is the Customer’s responsibility to report the accidental damage to HP within 30 days of the incident date so that HP can expedite system repair. HP reserves the right to deny repair under this coverage program for damages to systems on which the incident has been reported more than 30 days after the incident date.
PAGE 10
Data sheet | HP Hardware Support Onsite Service If an upfront audit is required by HP, the hardware call-to-repair time commitment will not take effect until five (5) business days after the audit has been completed. In addition, HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe.
PAGE 11
Data sheet | HP Hardware Support Onsite Service • Exposure to weather conditions or environmental conditions that are outside of HP specifications, exposure to hazardous (including biohazardous) materials, operator negligence, misuse, mishandling, improper electrical power supply, unauthorised repairs or attempts to repair, improper and unauthorised equipment modifications, attachments or installation, vandalism, animal or insect damage or infestation, defective batteries, battery leakage, lack of manufact
PAGE 12
Data sheet | HP Hardware Support Onsite Service Once the specified limit is reached, the cost of repair for any additional claims will be charged on a time-and-materials basis, but all other aspects of the HP Care Pack service purchased will remain in effect unless specifically documented otherwise in the country of purchase.
PAGE 13
Data sheet | HP Hardware Support Onsite Service Travel zones All hardware onsite response times apply only to sites located within 100 miles (160 km) of an HP designated support hub. Travel to sites located within 200 miles (320 km) of an HP designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP designated support hub, there will be an additional travel charge.
PAGE 14
Data sheet | HP Hardware Support Onsite Service Ordering information All units and options with individually sold HP Care Pack services must be ordered with the same service level as the product they are contained in if that service level is available for those units and options. Availability of service features and service levels may vary according to local resources and may be restricted to eligible products and geographic locations.