Datasheet
14 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Hardware on-site support
At the discretion of HP, service will be provided using a combination of remote diagnosis
and support, services delivered onsite and other service delivery methods. Other service
delivery methods may include the delivery via a courier of customer-replaceable parts
such as a keyboard, a mouse, other parts classied as CSR parts, or an entire replacement
product. HP will determine the appropriate delivery method required to provide eective and
timely Customer support.
An on-site response time will not apply if the service can be delivered using remote diagnosis,
remote support, or other service delivery methods previously described.
Response times are dependent on the location of your site in relation to a designated
HP support oice. To check service availability, please contact your local HP Services
representative.
For technical hardware issues that cannot, in HP’s judgment, 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 on-site support provided for desktop, mobile and consumer products. Repair is
considered complete upon HP verication that the hardware malfunction has been corrected
or that the hardware has been replaced.
Notwithstanding anything to the contrary in this document or HP’s current standard sales
terms, HP will, for selected enterprise storage arrays and enterprise tape products, cover
and replace defective or depleted batteries that are critical to the proper operation of the
covered product.
For incidents with covered hardware that cannot be resolved remotely, HP will use commercially
reasonable eorts to respond on-site in accordance with the purchased hardware on-site
reactive coverage level of the aected device.
On-site response time species the period of time that begins when the initial call has been
received and acknowledged by HP, as described in the ‘General provisions’ section. The on-
site response time ends when the HP authorised representative arrives at the Customer’s
site, or when the reported event is closed with explanation that HP has determined it does
not currently require on-site intervention.
Response times are measured during the coverage window only and may be carried over to
the next day with an available coverage window. Response time options available for eligible
products are specied in the Service-level options table. All response times are subject to local
availability. Contact a local HP sales oice for detailed information on service availability.
In the event that a CSR part is provided to return the system to operating condition, the on-
site response time, if any, shall not apply. In such cases, HP practice is to express ship to the
Customer location the CSR parts that are critical to the product’s operation. For more details
on the CSR process and parts, please refer to: hp.com/go/selfrepair.