Datasheet

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Service overview

HP Hardware Support Onsite Service provides high-quality remote assistance and onsite

support for your Covered Product, helping you to improve product uptime. The “Covered

Product” is your notebook, all-in-one, desktop, or tablet computer identied on your invoice or

order conrmation that is the subject of this HP Care Pack Service.

You have the exibility to choose between multiple predened 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

Service benets

• Remote problem diagnosis and support

• Onsite hardware support

• Replacement parts and materials included

• Service-level options with dierent

coverage windows

• Service-level options with dierent onsite

response time 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

only)

• Page allowance (optional; for eligible

products only)

Data sheet

HP Hardware Support Onsite

Return Services

HP Care Pack Services

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 ‘General provisions,’ 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 for the installation of customer-

installable rmware and Customer Self Repair parts during the service

coverage window.

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

Products 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

will acknowledge the receipt by logging the call, assigning a case ID,

and communicating that case ID to the Customer. HP retains the right to

determine the nal resolution of all reported incidents.

Onsite hardware

support

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

an HP authorized representative will provide onsite technical support on

Covered Products to return them to operating condition. For certain Covered

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 authorized 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.

To ensure high service quality and quick turnaround time is provided, the

level of damage will determine whether the unit can be repaired onsite

Summary of content (14 pages)

PAGE 1
Data sheet HP Hardware Support Onsite Return Services HP Care Pack Services Service benefits • Remote problem diagnosis and support Service overview • Onsite hardware support HP Hardware Support Onsite Service provides high-quality remote assistance and onsite support for your Covered Product, helping you to improve product uptime.
PAGE 2
Data sheet | HP Hardware Support Onsite Return Services Feature Delivery specifications (if onsite offering is included in coverage) or should be returned to the HP repair depot for service. Onsite repairs may occasionally necessitate the Service Provider to bring the unit back to their shop for repairs. Work to completion may not apply to onsite support provided for desktop, mobile, and consumer products.
PAGE 3
Data sheet | HP Hardware Support Onsite Return Services Escalation management HP has established formal escalation procedures to facilitate the resolution of complex incidents. Local HP management coordinates incident escalation, enlisting the skills of appropriate HP resources and/or selected third parties to assist with problem-solving. Access to electronic As part of this service, HP provides access to certain commercially available support information and electronic and Web-based tools.
PAGE 4
Data sheet | HP Hardware Support Onsite Return Services 4 Call-to-repair time commitment for hardware support A call-to-repair time commitment may be selected for eligible products in lieu of an onsite response time. For critical incidents (severity 1 or 2) with Covered Products that cannot be resolved remotely, HP will use commercially reasonable efforts to return the Covered Product to operating condition within the specified call-to-repair time commitment.
PAGE 5
Data sheet | HP Hardware Support Onsite Return Services Specifications (optional) Table 3. Optional service features Option Delivery specifications Standard response time, 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.
PAGE 6
Data sheet | HP Hardware Support Onsite Return Services 6-hour call-to-repair, 24x7 Service is available 24 hours per day, Monday through Sunday including HP holidays. For critical incidents with Covered Products, HP will use commercially reasonable efforts to return the Covered Products to operating condition within 6 hours after the call has been received and acknowledged by HP. 24-hour call-to-repair, 24x7 Service is available 24 hours per day, Monday through Sunday including HP holidays.
PAGE 7
Data sheet | HP Hardware Support Onsite Return Services Prerequisites HP, at its sole discretion, may require an audit on the Covered Products. If such an audit is required, an HP authorized representative will contact the Customer, and the Customer will agree to arrange for an audit to be performed within the initial 30-day timeframe. During the audit, key system configuration information is collected and an inventory of the Covered Products is performed.
PAGE 8
Data sheet | HP Hardware Support Onsite Return Services call-to-repair time period begins at the agreed-upon scheduled time. For hardware onsite response time options HP strongly recommends and for hardware callto-repair time commitments the Customer must install the appropriate HP remote support solution, with a secure connection to HP, and provide all necessary resources according to the HP remote support solution release notes, in order to enable the delivery of the service and options.
PAGE 9
Data sheet | HP Hardware Support Onsite Return Services • Destroy the retained Disk or SSD/Flash Drive and/or ensure that the Disk or SSD/Flash Drive is not put into use again. • Dispose of all retained Disk or SSD/Flash Drives in compliance with applicable environmental laws and regulations.
PAGE 10
Data sheet | HP Hardware Support Onsite Return Services If the Customer requests scheduled service, the call-to-repair time period begins at the agreedupon scheduled time. The following activities are excluded from this service: • Backup, recovery, and support of the operating system, other software, and data. • Operational testing of applications, or additional tests requested or required by the Customer. • Troubleshooting for interconnectivity or compatibility problems.
PAGE 11
Data sheet | HP Hardware Support Onsite Return Services • Computer monitor screen imperfections including, but not limited to, ‘burn-in’ and missing pixels, caused by normal use and operation of the product. • Damage to product(s) whose serial numbers are removed or altered. • Damage or equipment failure that is covered by manufacturer’s warranty, recall, or factory bulletins. • Damage caused during the Customer’s shipment of the Covered Product to or from another location.
PAGE 12
Data sheet | HP Hardware Support Onsite Return Services HP reserves the right to physically audit your product and/or collaborate with the Customer to validate a claim submitted for accidental damage from handling. HP may, at its sole discretion, elect to replace HP products in lieu of repairing them. The Covered Product becomes the property of HP and must be returned to HP (or HP designee) at HP expense. HP reserves the right to replace the product with a remanufactured or refurbished product.
PAGE 13
Data sheet | HP Hardware Support Onsite Return Services Travel zones 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. Travel zones and charges, if applicable, may vary in some geographic locations.
PAGE 14
Data sheet | HP Hardware Support Onsite Return Services 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.