Datasheet
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 eorts to return the Covered Product to operating condition
within the specied call-to-repair time commitment. For noncritical incidents
(severity 3 or 4), or at the Customer’s request, HP will work with the Customer
to schedule an agreed-upon time for the remedial action to commence, and
the call-to-repair time commitment will then start at that time. Incident
severity levels are dened in ‘General provisions.’
Call-to-repair time refers to the period of time that begins when the
initial call has been received and acknowledged by HP, as specied in
‘General provisions.’ Call-to-repair time ends with HP’s determination that
the hardware is repaired or when the reported event is closed with the
explanation that HP has determined it does not currently require onsite
intervention. Call-to-repair times are measured during the coverage window
only and may be carried over to the next day for which there exists a coverage
window.
Call-to-repair time options available for eligible products are specied in
the Service-level options table. All call-to-repair times are subject to local
availability. Contact a local HP sales oice for more information.
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced. HP is
not liable for any lost data and the Customer is responsible for implementing
appropriate backup procedures. Verication by HP may be accomplished by
the completion of a power-on self-test, stand-alone diagnostic, or visual
verication of proper operation. At its sole discretion, HP will determine the
level of testing necessary to verify that the hardware is repaired. At its sole
discretion, HP may temporarily or permanently replace the product in order
to meet the repair time commitment. Replacement products are new or
functionally equivalent to new in performance. Replaced products become
the property of HP.
It will take 30 days from the time this service is purchased to set up and
perform necessary audits and processes before the hardware call-to-repair
time commitment is in eect. During this initial 30-day period and for up to
5 additional business days after the audit is completed, HP will provide a
4-hour onsite response time.
Enhanced parts
inventory management
(included with select,
optional call-to-repair
time commitments)
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 authorized
representatives responding to eligible support requests.
Desktop/workstation/
thin client/notebook-
only coverage
For eligible PC products, the Customer may choose desktop/workstation/
thin client/notebook-only coverage. Notwithstanding anything to the
contrary in this document or HP’s current standard sales terms, HP Care Pack
services with this coverage limitation do not cover the following options and
accessories:
• External monitor.
• Any external accessory that is not purchased and included in the original
packaging of the main desktop, workstation, thin client, or notebook
product.
The docking station or port replicator is covered within the country where the
HP Care Pack service was purchased, but is not covered outside the country
of purchase.
Page allowance Some printer products may be available with a maximum page allowance.
Page count for any given printer is dened as the number of standard pages
(printed or plain) that have passed through the printer’s print engine, as
recorded on the test page. Dierent paper sizes and print options may be
associated with dierent standard page equivalent values for purposes of
calculating the page count.
For printers that require HP installation, the contract term begins on the date
of installation of such printers at the Customer site.
Where page allowances apply, the support coverage ends when either the
end of the contract term has been reached or the page count has exceeded
the maximum page allowance, whichever occurs rst. Should the Customer
exceed the maximum page allowance before the end of the contract term,
any further services provided during the contract term will be billed at HP’s
then-current time-and-materials rate, unless the Customer purchases
another HP Care Pack service by the time the services are provided.