Datasheet

Data sheet | HP Hardware Support Onsite Return Services
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call-to-repair time period begins at the agreed-upon scheduled time.
For hardware onsite response time options HP strongly recommends and for hardware call-
to-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. When an HP remote support solution is installed, the Customer must also maintain
the contact details congured in the remote support solution that HP will use in responding to
a device failure. Please contact a local HP representative for further details on requirements,
specications, and exclusions.
Upon HP’s request, the Customer will be required to support HP’s remote problem resolution
eorts. The Customer will:
• Provide all information necessary for HP to deliver timely and professional remote support
and to enable HP to determine the level of support eligibility.
• Start self-tests and install and run other diagnostic tools and programs.
• Install customer-installable rmware updates and patches.
• Perform other reasonable activities to help HP identify or resolve problems, as requested by HP.
The Customer is responsible for installing, in a timely manner, critical customer-installable
rmware updates, as well as Customer Self Repair parts and replacement products delivered to
the Customer.
The Customer agrees to pay additional charges if the Customer requests that HP install
customer-installable rmware updates or patches. Any additional charges to the Customer will
be on a time-and-materials basis, unless otherwise previously agreed in writing by HP and the
Customer.
In cases where Customer Self Repair parts or replacement products are shipped to resolve
a problem, the Customer is responsible for returning the defective part or product within a
time period designated by HP. In the event HP does not receive the defective part or product
within the designated time period or if the part or product is degaussed or otherwise physically
damaged upon receipt, the Customer will be required to pay the HP list price less any applicable
discounts for the defective part or product, as determined by HP.
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.
- The use of this coverage requires an explanation of where and when the accident occurred as
well as a detailed description of the actual event. Failure to provide this information will result in
claim denial.
- If protective items such as covers, carrying cases, or pouches, etc., were provided or made
available for use with the Covered Product, the Customer must continually use these product
accessories to be eligible for protection under this accidental damage coverage service.
With the defective media retention service feature option, it is the Customer’s responsibility to:
• Retain physical control of Disk or SSD/Flash Drives at all times during support delivery by HP;
HP is not responsible for data contained on Disk or SSD/Flash Drives.
• Ensure that any Customer sensitive data on the retained Disk or SSD/Flash Drive is destroyed
or remains secure.
• Have an authorized representative present to retain defective Disk or SSD/Flash Drives, accept
replacement Disk or SSD/Flash Drives, provide HP with identication information for each Disk
or SSD/Flash Drive retained hereunder, and, upon HP request, execute a document provided
by HP acknowledging the retention of the Disk or SSD/Flash Drives.