Datasheet
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.
For Disk or SSD/Flash Drives supplied by HP to the Customer as loaner, rental, or lease products,
the Customer will promptly return the replacement Disk or SSD/Flash Drives at the expiration
or termination of support with HP. The Customer will be solely responsible for removing all
sensitive data before returning any such loaned, rented, or leased Disk or SSD/Flash Drive to HP,
and HP shall not be responsible for maintaining the condentiality or privacy of any sensitive
data that remains on such Disk or SSD/Flash Drive.
Service limitations
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, or, if agreed by the Customer, other parts classied by HP as Customer Self Repair parts,
or an entire replacement product. HP will determine the appropriate delivery method required to
provide eective and timely Customer support and meet the call-to-repair time commitment, if
applicable.
If the Customer agrees to the recommended Customer Self Repair (CSR) and a CSR part is provided
to return the system to operating condition, the onsite service level shall not apply. In those cases,
HP practice is to express ship Customer Self Repair parts that are critical to the product operation
to the Customer location. For more details on the Customer Self Repair process and parts, please
refer to hp.com/go/selfrepair.
An onsite response time will not apply if the service can be delivered using remote diagnosis,
remote support, or other service delivery methods described above.
For HP POS systems and bundled product solutions such as retail solutions, kiosks, or carts,
service may be provided onsite for the base unit only. Service for attached peripherals will be
provided by shipping replacement parts or entire replacement products for Customer Self Repair
or installation by the technical courier delivering the part or product.
If an upfront audit is required by HP, the hardware call-to-repair time commitment will not take
eect until ve (5) business days after the audit has been completed. In addition, HP reserves the
right to downgrade service to an onsite response time or cancel the service contract if critical audit
suggestions are not followed or the audit is not performed within the specied timeframe.
The following activities or situations will suspend the call-to-repair time calculation (if applicable)
until they are completed or resolved:
• Any Customer or third-party actions or inaction impacting the repair process.
• Any automated or manual recovery processes triggered by the hardware malfunction, such as
disk mechanism rebuild, sparing procedures, or data integrity protection measures.
• Any other activities not specic to the hardware repair but required to verify that the hardware
malfunction has been corrected, such as rebooting the operating system.
HP reserves the right to modify the call-to-repair time commitment as it applies to the Customer’s
specic product conguration, location, and environment. This is established at the time of the
support agreement order and is subject to resource availability.
Call-to-repair time commitments and onsite response times do not apply to the repair or
replacement of defective or depleted batteries for selected enterprise storage arrays and
enterprise tape products.
A call-to-repair time commitment does not apply when the Customer chooses to have HP prolong
diagnosis rather than execute recommended recovery procedures.