Datasheet

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
support information and
services
As part of this service, HP provides access to certain commercially available
electronic and Web-based tools. The Customer has access to:
• Certain capabilities that are made available to registered users, such as
downloading selected HP rmware or patches which may require additional
entitlement through HP Software support agreements, subscribing to
hardware-related proactive service notications, and participating in
support forums for solving problems and sharing best practices with other
registered users.
• Expanded Web-based searches of entitled technical support documents, to
facilitate faster problem-solving.
• Certain HP proprietary service diagnostic tools with password access.
• A Web-based tool for submitting questions directly to HP. The tool helps to
resolve problems quickly with a pre-qualication process that routes the
support or service request to the resource qualied to answer the question.
The tool also allows the status of each support or service request submitted
to be viewed, including cases submitted by telephone.
• Search of HP and third-party hosted knowledge databases for certain
third-party products in order to retrieve product information, get answers
to support questions, and participate in support forums. This service may be
limited by third-party access restrictions.
HP electronic remote
support solution
For eligible products, the HP electronic remote support solution provides
robust troubleshooting and repair capabilities. It can include remote system
access solutions and may oer a convenient central point of administration
and an enterprise view of open incidents and history. An HP support specialist
will only use the remote system access with the Customer’s authorization.
The remote system access may enable the HP support specialist to provide
more eicient troubleshooting and faster problem resolution.
Specications (optional)
Table 2. Optional service features
Feature Delivery specications
Accidental damage
protection
For eligible Covered Products, specic service levels may be oered with
protection against accidental damage from handling. If accidental damage
protection was purchased, the Customer receives protection against
accidental damage from handling for the Covered Product as part of this
service.
Accidental damage is dened as operational or mechanical failure caused by
an accident from handling which occurs in the course of the normal intended
use of the Covered Product. Coverage for accidental damage from handling
includes non-intentional liquid spills in or on the unit, accidental drops or falls
during the handling of the unit from not more than fteen feet or ve meters,
and electrical surge that damages the Covered Product’s circuitry.
Additional details and exclusions pertaining to the accidental damage
protection service feature are detailed in the “Service limitations”
section.
Defective media
retention
For eligible products, this service feature option allows the Customer to
retain defective hard disk or eligible SSD/Flash Drive components that
the Customer does not want to relinquish due to sensitive data contained
within the disk (‘Disk or SSD/Flash Drive’) covered under this service. All Disk
or eligible SSD/Flash Drives on a covered system must participate in the
defective media retention. Notwithstanding anything to the contrary in this
document or HP’s current standard sales terms, HP waives the right to take
possession and title of a defective Disk or SSD/Flash Drive covered by the
defective media retention service feature option in the event a replacement
product is delivered by HP to the Customer. The Customer will retain all
defective Disk or SSD/Flash Drives supported by HP under the HP support
agreement, and the Customer remains fully responsible for the protection
and privacy of the data residing on the defective Disk or SSD/Flash Drive.