Data sheet
HP Hardware Support
Onsite Service
HP Contractual Care Services
Service feature highlights
• Remote problem diagnosis and support
• Onsite hardware support
• Replacement parts and materials
• Firmware updates for selected products
• Choice of coverage windows
• Choice of onsite response times for
hardware support
• Periodic maintenance (included for certain
eligible products only)
Service overview
HP Hardware Support Onsite Service provides remote assistance and onsite support for your
eligible covered hardware, helping you to improve product uptime.
You have the flexibility to choose between different service packages with predefined service
levels or to address your specific support needs by configuring optional service features and
choosing from additional response time and coverage window alternatives.
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 specified time period.
• Escalation management
• Access to electronic support information
and services
• HP electronic remote support solution
(for eligible products only)
• Preventive maintenance (optional for eligible
products only)
Specifications
Table 1. Service features
Feature
Delivery specifications
Remote problem
diagnosis and support
Once the Customer has placed and HP has acknowledged the receipt of
a call as described in the ‘General provisions/Other exclusions’ section,
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.
• Defective media retention (optional for eligible
products only)
• Choice of call-to-repair time commitments
for hardware support (optional for eligible
products only)
• Enhanced parts inventory management
(included with select optional call-to-repair
time commitment)
HP will provide telephone assistance during the service coverage window
for installation of customer-installable firmware and Customer Self
Repair parts.
• Accidental damage protection (optional for
eligible products only in selected countries)
Regardless of the Customer’s coverage window, incidents with covered
hardware 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 retains the right to determine the final resolution of all reported
incidents.
• Global coverage (optional for eligible products
only in selected countries)
Onsite hardware
support
For hardware incidents that cannot, in HP’s judgment, be resolved remotely,
an HP authorised representative will provide onsite technical support on
covered hardware products to return them to operating condition. For
certain 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 authorised 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.
Work to completion may not apply to onsite support provided for desktop,
mobile and consumer products.
Repair is considered complete upon HP verification that the hardware
malfunction has been corrected or that the hardware has been replaced.
Data sheet | HP Hardware Support Onsite Service
Onsite hardware
support, continued
‘Fix-on-Failure’: In addition, at the time of onsite technical support delivery,
HP may:
•Install available engineering improvements for covered hardware products
to help the Customer ensure proper operation of the hardware products
and maintain compatibility with HP-supplied hardware replacement parts
•Install available firmware updates defined by HP as non-customer
installable
for covered hardware products that, in the opinion of HP, are required
to return the covered product to operating condition or to maintain
supportability by HP
‘Fix-on-Request’: In addition, at the Customer’s request, HP will install
during coverage hours critical firmware updates defined by HP as noncustomer installable for covered hardware products. Critical firmware
updates are firmware updates recommended by the HP product division
for immediate installation.
Replacement parts
and materials
HP will provide HP-supported replacement parts and materials necessary
to maintain the covered hardware product in operating condition, including
parts and materials for available and recommended engineering
improvements. Replacement parts provided by HP shall be new or
functionally equivalent to new in performance. Replaced parts become
the property of HP. Customers who wish to retain, degauss or otherwise
physically destroy replaced parts will be billed and required to pay the list
price for the replacement part.
Supplies and consumable parts are not supported and will not be provided
as part of this service; standard warranty terms and conditions apply to
supplies and consumable parts. The repair or replacement of any supplies
or consumables is the responsibility of the Customer. Some exceptions
may apply; contact HP for more information. If a consumable part is eligible
for coverage, as determined by HP, call to repair time commitments and
onsite response times do not apply to repair or replacement of the covered
consumable part.
Maximum supported lifetime/maximum usage: Parts and components
that have reached their maximum supported lifetime and/or the maximum
usage limit as set forth in the manufacturer’s operating manual, product
QuickSpecs, or the technical product data sheet will not be provided,
repaired or replaced as part of this service.
Firmware updates for
selected products
As HP releases entitled firmware updates to HP hardware products, these
updates are only made available to Customers with an active agreement
that entitles them to access these updates.
As part of this service, the Customer will have the right to download,
install and use firmware updates for hardware products covered by
this service, subject to all applicable licence restrictions in HP’s current
standard sales terms.
HP will verify entitlement to updates by reasonable means (such as an
access code or other identifier), and the Customer is responsible for using
any such access tools in accordance with the terms of this data sheet and
other applicable agreements with HP.
HP may take additional reasonable steps, including audits, to verify the
Customer’s adherence to the terms of the Customer’s agreements with
HP, including this data sheet.
For Customers with licences to firmware-based software products (features
implemented in firmware activated by the purchase of a separate software
licence product), the Customer must also have, if available, an active
HP Software Support agreement to receive, download, install and use
related firmware updates. HP will provide, install or assist the Customer
with installation of firmware updates as previously described in this
document only if the Customer has the licence to use the related software
updates for each system, socket, processor, processor core or end-user
software licence as allowed by the original HP or original manufacturer
software licence terms.
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Data sheet | HP Hardware Support Onsite Service
Coverage window
The coverage window specifies the time during which the described services
are delivered onsite or remotely.
Calls received outside this coverage window will be logged at the time
the call is placed to HP, but will not be acknowledged as described in the
‘General provisions/Other exclusions’ section until the next day for which
the Customer has a coverage window.
Coverage window options available for eligible products are specified in the
Service-level options table.
All coverage windows are subject to local availability. Contact a local
HP sales office for detailed information on service availability.
Onsite response time
for hardware support
For incidents with covered hardware that cannot be resolved remotely,
HP will use commercially reasonable efforts to respond onsite within the
specified onsite response time.
Onsite response time specifies the period of time that begins when the initial
call has been received and acknowledged by HP, as described in the ‘General
provisions/Other exclusions’ section. The onsite response time ends when
the HP authorised representative arrives at the Customer’s site, or when
the reported event is closed with the explanation that HP has determined it
does not currently require an onsite intervention.
Response times are measured during the coverage window only and may
be carried over to the next day for which there exists a coverage window.
Response time options available for eligible products are specified in
the Service-level options table. All response times are subject to local
availability. Contact a local HP sales office for detailed information on
service availability.
Periodic maintenance
For certain eligible water-cooled products, HP will provide periodic
maintenance; the frequency and scope of these periodic maintenance
services will be as defined by the product maintenance schedule
documented in the product documentation.
If periodic maintenance is included, an HP authorised representative will
contact the Customer, and the Customer will agree to arrange for the
periodic maintenance to be performed at a mutually agreed-upon time
during local HP standard business hours, excluding HP holidays, and within
the required scheduled interval as defined in the product maintenance
schedule, unless otherwise agreed by HP in writing. Any services provided
outside of HP standard business hours may be subject to additional charges.
HP will plan the necessary periodic maintenance activities and identify
and communicate any prerequisites to the Customer when contacting the
Customer to schedule the service. The Customer must provide access to
the product, ensure that the prerequisites have been met and supply any
consumables such as filters and chemicals required at the time of product
maintenance.
For more information on eligible products that will receive periodic
maintenance services as part of this service, please contact your
HP sales representative.
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 the Customer with 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 subscribing to hardware-related proactive service notifications 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
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Data sheet | HP Hardware Support Onsite Service
Access to electronic
•Certain HP proprietary service diagnostic tools with password access
support information
•A Web-based tool for submitting questions directly to HP; the tool helps
and services, continued to resolve problems quickly with a pre-qualification process that routes
the support or service request to the resource qualified 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
•HP and third-party hosted knowledge databases for certain third-party
products, where Customers can search for and retrieve product information,
find 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 offer 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 authorisation. The remote system access may enable
the HP support specialist to provide more efficient troubleshooting and
faster problem resolution.
Specifications
Table 2. Optional service features
Feature
Delivery specifications
Preventive maintenance An HP authorised representative will visit the Customer’s site at
regularly scheduled intervals. For all products other than printers
that require preventive maintenance service, the Customer shall call
HP to request and schedule a preventive maintenance visit at the agreedupon intervals. For all printers that require preventive maintenance service,
the Customer will call HP to schedule the preventive maintenance visits
when the printer displays the respective alert or when the page count is
close to the kit’s yield.
During the visit, the HP authorised representative will determine the level
of checking that will be performed for preventive maintenance services such
as diagnostics, checking error logs on covered systems to find potential
hardware problems and, if necessary, addressing mechanical or electronic
system complaints and cleaning or replacing worn or defective parts or
maintenance items.
The representative may also check for potential problems by inspecting
cables and cable connections or visual status indicators of covered
hardware, checking temperature and humidity levels and comparing
them to vendors’ recommendations, and installing applicable engineering
improvements and firmware updates as required, in the opinion of
HP, to maintain the hardware product. The representative may provide a
final report on the hardware’s condition.
Preventive maintenance services will be delivered between 8:00 a.m. and
5:00 p.m. local time, Monday through Friday, excluding HP holidays,
regardless of the selected coverage window.
Availability and deliverables may vary by region.
Defective media
retention
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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 service feature.
Data sheet | HP Hardware Support Onsite Service
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 hardware that cannot be resolved remotely, HP will use commercially
reasonable efforts to return the covered hardware to operating condition
within the specified 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 defined in the ‘General provisions/Other
exclusions’ section.
Call-to-repair time refers to the period of time that begins when the initial
call has been received and acknowledged by HP, as specified in the ‘General
provisions/Other exclusions’ section. 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 specified in
the Service-level options table. All call-to-repair times are subject to local
availability. Contact a local HP sales office for more information.
Repair is considered complete upon HP verification 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. Verification by HP may
be accomplished by the completion of a power-on self-test, standalone
diagnostic, or visual verification 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 effect. 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
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 authorised
representatives responding to eligible support requests. Enhanced parts
inventory management is included with selected optional call-to-repair
time commitments.
Accidental damage
protection
For eligible products, specific service levels may be offered with
protection against accidental damage from handling. Where accidental
damage protection applies, the Customer receives protection against
accidental damage from handling to the covered hardware product as
part of this service.
Accidental damage is defined as physical damage to a product caused by or
resulting from a sudden and unforeseen incident, provided such damage
occurs in the course of regular use. Covered perils include non-intentional
liquid spills in or on the unit, drops, falls and electrical surge, as well
as damaged or broken liquid crystal displays (LCDs) and broken parts.
Additional details and exclusions pertaining to the accidental damage
protection service feature are detailed in the ‘Service limitations’ section.
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Data sheet | HP Hardware Support Onsite Service
Global coverage
Global coverage is available in selected countries/geographical regions.
A detailed list is maintained at hp.com/services/travel. This list provides
information on the specific geographic availability of Hardware Support
for Travelers, including accidental damage protection and defective media
retention options. The listing of countries/geographic locations is subject to
change without notice.
It is recommended that the Customer validate global coverage through this
website prior to any departure.
When the Customer is traveling in any of these locations and outside the
country where the product was originally purchased, HP will:
•Provide the Customer with the HP Global Solution Centre telephone
number for the pertinent country/geographic location under “Contact HP”
on hp.com
•Accept calls in the country/geographic location of travel from the Customer
or the internal help desk of the Customer’s company
•Diagnose to the hardware failure level
•Arrange for next-business-day response service at the Customer’s
location in the participating country/geographic location or delivery of a
replacement part, as needed
•Provide the parts required for repair according to the hardware specification,
provided that the localised parts are available in the location of travel
Specifications
Table 3. Service-level options
Not all service-level options are available on all products. The service-level options the Customer has
chosen will be specified in the Customer’s contract documentation.
Option
Delivery specifications
Coverage window
options:
Service is available during the specified coverage hours and days:
Standard business hours, 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday
standard business days through Friday, but may vary with local business practices.
(9x5)
13 hours, standard
business days (13x5)
13 hours per day between 8:00 a.m. and 9:00 p.m. local time, Monday
through Friday, but may vary with local business practices.
16 hours, standard
business days (16x5)
16 hours per day between 8:00 a.m. and 12:00 a.m. local time, Monday
through Friday, but may vary with local business practices.
24 hours, standard
business days
24 hours per day, Monday through Friday, excluding HP holidays.
Coverage extension for
additional hours
The coverage window is extended to define custom coverage hours
that include additional individual hours before or after the selected
coverage window.
Coverage extensions
for additional days
The coverage window is extended by applying the selected coverage hours
to additional days of the week, including the following:
•Saturdays, excluding HP holidays
•Sundays (requires Saturday and holiday coverage)
•HP holidays, should these fall on a weekday that would otherwise be
included in the selected coverage window
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Onsite response-time
options:
An HP authorised representative will arrive at the Customer’s site during
the coverage window to begin hardware maintenance service within the
specified time after the call has been received and acknowledged by HP:
1- hour onsite response
Onsite response within 1 hour
2-hour onsite response
Onsite response within 2 hours
4-hour onsite response
Onsite response within 4 hours
Next-day onsite
response
Onsite response within the next coverage day
Second-day onsite
response
Onsite response within the second coverage day
Third-day onsite
response
Onsite response within the third coverage day
Data sheet | HP Hardware Support Onsite Service
Fifth-day onsite
response
Onsite response within the fifth coverage day
Scheduled onsite
response
An HP authorised representative will arrive at the Customer’s site to begin
hardware maintenance service between 8:00 a.m. and 5:00 p.m. local time
during scheduled weekly visits on agreed-upon weekdays, Monday through
Friday, excluding HP holidays.
Call-to-repair time
commitment options
(in lieu of onsite response
time options):
For critical incidents with covered hardware, HP will use commercially
reasonable efforts to return the covered hardware to operating condition
and within the specified time after the call has been received and
acknowledged by HP:
4-hour call-to-repair
time
Repair completed within 4 coverage hours
6-hour call-to-repair
time
Repair completed within 6 coverage hours
8-hour call-to-repair
time
Repair completed within 8 coverage hours
24-hour call-to-repair
time
Repair completed within 24 hours, if this time falls within the
coverage hours
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 courier of customer-replaceable parts such as
a keyboard, a mouse or, if agreed by the Customer, other parts classified by HP as Customer
Self Repair (CSR) parts or an entire replacement product. HP will determine the appropriate
delivery method required to provide effective and timely Customer support and meet the
call-to-repair time commitment, if applicable.
If the Customer agrees to the recommended CSR and a CSR part is provided to return the
system to operating condition, the onsite service level shall not apply. In those cases, it
is HP’s practice to express ship CSR parts that are critical to the product operation to the
Customer location. For more details on the CSR 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 earlier.
If an upfront audit is required by HP, the hardware call-to-repair time commitment will not
take effect until five (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
specified time period.
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 action 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 specific 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 specific product configuration, location and environment. This is established at the
time of support agreement order and is subject to resource availability.
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Data sheet | HP Hardware Support Onsite Service
A call-to-repair time commitment does not apply when the Customer chooses to have
HP prolong diagnosis rather than execute recommended recovery procedures.
If the Customer requests scheduled service, the call-to-repair time period begins at the
agreed-upon 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
•Services required due to failure of the Customer to incorporate any system fix, repair,
patch or modification provided to the Customer by HP
•Services required due to failure of the Customer to take avoidance action previously
advised by HP
•Services that, in the opinion of HP, are required due to improper treatment or use of
the product
•Services that, in the opinion of HP, are required due to unauthorised attempts by non-HP
personnel to install, repair, maintain or modify hardware, firmware or software
For HP point-of-sale (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 CSR or installation by the technical courier delivering the part or product.
Limitations to the defective media retention service feature options
The defective media retention service feature option applies only to eligible data retentive
components replaced by HP due to malfunction. It does not apply to any exchange of data
retentive components that have not failed.
Data retentive components that are specified by HP as consumable parts and/or have
reached the maximum supported lifetime and/or the maximum usage limit as set forth in
the manufacturer’s operating manual, the product QuickSpecs or the technical data sheet
are not covered by this service.
Defective media retention service coverage for options designated by HP as requiring
separate coverage, if available, must be configured and purchased separately.
Failure rates on these components are constantly monitored, and HP reserves the right to
cancel this service with 30 days’ notice if HP reasonably believes that the Customer is
over-using the defective media retention service feature option (such as when replacement
of defective data retentive components materially exceeds the standard failure rates for the
system involved).
Exclusions to the accidental damage protection service feature option
Eligibility for purchase of the accidental damage protection service feature requires the
product to be covered by a factory warranty or a warranty extension service with coverage
duration equal to or longer than the accidental damage protection service. The accidental
damage protection service feature provides protection against sudden and unforeseen
accidental damage from handling, provided such damage occurs in the course of regular
use. It does not cover the following situations and damage due to:
•Normal wear and tear; change in colour, texture or finish; gradual deterioration; rust;
dust; or corrosion
•Fire, a vehicular or homeowner’s accident (in cases in which said accident is covered by an
insurance policy or other product warranty), act of nature (including, without limitation,
floods) or any other peril originating from outside the product
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Data sheet | HP Hardware Support Onsite Service
•Exposure to weather conditions or environmental conditions that are outside of
HP specifications, exposure to hazardous (including biohazardous) materials, operator
negligence, misuse, mishandling, improper electrical power supply, unauthorised repairs
or attempts to repair, improper and unauthorised equipment modifications, attachments
or installation, vandalism, animal or insect damage or infestation, defective batteries,
battery leakage or lack of manufacturer-specified maintenance (including the use of
inappropriate cleansers)
•Error in product design, construction, programming or instructions
•Maintenance, repair or replacement necessitated by loss or damage resulting from any
cause other than normal use, storage and operation of the product in accordance with the
manufacturer’s specifications and owner’s manual
•Theft, loss, mysterious disappearance or misplacement
•Data loss or corruption; business interruptions
•Fraud (including, but not limited to, incorrect, misleading, erroneous or incomplete
disclosure of how the equipment was damaged to the Customer’s adjudicator, the
servicer or HP)
•Accidental or other damage to the product that is cosmetic in nature, meaning damage that
does not impact operation and functioning of the computer
•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
•Damage to hardware, software, media, data, etc., stemming from causes including, but not
limited to, viruses; application programs; network programs; upgrades; formatting of any
kind; databases; files; drivers; source code; object code or proprietary data; any support,
configuration, installation or re-installation of any software or data; or use of damaged or
defective media
•Any and all pre-existing conditions that occurred (i.e., took place) prior to the purchase date
of the HP service contract
•Product obsolescence
•Any equipment relocated outside the country of purchase and not covered by a Global +
Accidental Damage Protection service level
•Damaged or defective LCD screens, when the failure is caused by abuse or is otherwise
excluded herein
•Intentional damage that results in a cracked or damaged computer display screen or
damaged monitor
•Damage due to police action, undeclared or declared war, nuclear incident or terrorism
•Alteration or modification of the covered product in any way
•Unexplained or mysterious disappearance or any wilful act to cause damage to the
covered product
•Reckless, negligent, or abusive conduct while handling or using the product; 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;
reckless, negligent or abusive conduct includes, but is not limited to, the treatment and
use of the covered product(s) in a harmful, injurious or offensive manner that may result
in its damage, and any wilful or intentional damage to the product; any damage resulting
from such acts are NOT covered by this accidental damage protection service feature
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Data sheet | HP Hardware Support Onsite Service
For HP commercial and consumer products, accidental damage from handling is limited to
one incident per product per 12-month period commencing from the HP contract service
start date.
Once the specified limit is reached, the cost of repair for any additional claims will be charged
on a time-and-materials basis, but all other aspects of the HP contract service purchased
will remain in effect unless specifically documented otherwise in the country of purchase.
For those Customers with a history of significantly high claims, HP also reserves the
right to deny acceptance of requests to purchase the accidental damage from handling
service feature.
Limitations to the global coverage service feature options:
When the Customer is travelling outside the country of purchase, the described support
services will be provided only if the country/geographic location where the service is
requested and delivered is listed as a participating country/geographic location on a table
accessible at hp.com/services/travel. Services are not available under this agreement in
countries/geographic locations other than those listed in that table. Service may, however,
be provided at a lower service level at some additional locations not listed in that table.
If parts needed for the repair, especially specialised language-specific or country-specific
parts, are not available, the Customer has the following options:
•Postpone the request for the service until the Customer has returned to the country where
the product was originally purchased
Specialised language-specific or country-specific parts such as non-international English
keyboards, non-local-language keyboards or certain localised power supply parts are not
generally available when traveling internationally and are not covered under the terms of
this agreement, except within the boundaries of the country of origin.
Services requested outside the original country of purchase are limited to the base unit only.
Services for external monitors are provided only in the original country of purchase, if this
additional coverage has been purchased. The docking station or port replicator is eligible for
coverage within the host country where the HP contract service was purchased but coverage
is not provided when travelling outside the country of purchase.
Non-HP-branded options are excluded from this service.
Travel zones
All hardware onsite response times apply only to sites located within 25 miles (40 km)
of an HP designated support hub. 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.
If the product is located or is to be installed outside of the specified travel zone or the site
location is not accessible by driving and thus requires special access (e.g., oil rigs, ships,
remote areas in deserts, etc.), service may be subject to additional support charges, longer
response time, reduced coverage hours, or pickup and return service delivery, as determined
by HP. Please check local support conditions with your HP sales representative.
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Data sheet | HP Hardware Support Onsite Service
Travel zones and charges may vary in some geographic locations. Response times to sites
located more than 25 miles (40 km) from an HP designated support hub will have modified
response times for extended travel, as shown in the table below.
Distance from
HP designated
support hub
1-hour onsite
response time
2-hour onsite
response time
4-hour onsite
response time
Next-day and
greater onsite
response time
0–25 miles
(0–40 km)
1 hour
2 hours
4 hours
Next/2nd/3rd/5th
coverage day
26–50 miles
(41–80 km)
Established at
time of order
and subject
to resource
availability
Established at
time of order
and subject
to resource
availability
4 hours
Next/2nd/3rd/5th
coverage day
51–100 miles
(81–160 km)
Not available
Not available
4 hours
Next/2nd/3rd/5th
coverage day
101–200 miles
(161–320 km)
Not available
Not available
8 hours
1 additional
coverage day
201–300 miles
(321–480 km)
Not available
Not available
Established at
time of order
and subject
to resource
availability
2 additional
coverage days
Beyond 300 miles
(480 km)
Not available
Not available
Established at
time of order
and subject
to resource
availability
Established at
time of order and
subject to resource
availability
A call-to-repair time commitment is available for sites located within 50 miles (80 km) of an
HP designated support hub.
For sites that are located within 51 to 100 miles (81 to 160 km) of an HP designated
support hub, an adjusted hardware call-to-repair time commitment applies, as shown
in the table below.
The hardware call-to-repair time commitment is not available for sites located more than
100 miles (160 km) from an HP designated support hub.
Distance from
HP designated
support hub
4-hour hardware 6-hour hardware 8-hour hardware 24-hour
call-to-repair
call-to-repair
call-to-repair
hardware
time commitment time commitment time commitment call-torepair time
commitment
0–50 miles
(0–80 km)
4 hours
6 hours
8 hours
24 hours
51–100 miles
(81–160 km)
6 hours
8 hours
10 hours
24 hours
Beyond 100 miles
(160 km)
Not available
Not available
Not available
Not available
11
Data sheet | HP Hardware Support Onsite Service
Prerequisites
The Customer must have rightfully acquired the licence for any underlying firmware that will
be covered under these services.
For hardware onsite response time options, HP strongly recommends that the Customer
install and operate the appropriate HP remote support solution, with a secure connection
to HP, in order to enable the delivery of the service. For hardware call-to-repair time
commitments, HP requires that the Customer install and operate the appropriate HP
remote support solution, with a secure connection to HP, in order to enable the delivery
of the service. Please contact a local HP representative for further details on requirements,
specifications and exclusions. If the Customer does not deploy the appropriate HP remote
support solution, HP may not be able to provide the service as defined and is not obligated to
do so. Additional charges will be applied for onsite installation of non-customer-installable
firmware if the Customer does not deploy the appropriate HP remote support solution in
cases where recommended and available. Installation of customer-installable firmware is
the responsibility of the Customer. Additional charges will apply if the Customer requests
that HP install customer-installable firmware and software updates. 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.
HP, at its sole discretion, may require an audit on the covered products. If such an audit is
required, an HP authorised representative will contact the Customer, and the Customer
will agree to arrange for an audit to be performed within the initial 30-day time period.
During the audit, key system configuration information is collected and an inventory of the
covered products is performed. The information gathered in the audit enables HP to plan
and maintain replacement part inventories at the appropriate level and location, and allows
HP to survey and troubleshoot possible future hardware incidents so that repairs can be
completed as quickly and efficiently as possible. At the sole discretion of HP, the audit may
be performed onsite, via remote system access, via remote audit tools or over the phone.
If an audit is required by HP, it will take 30 days from the time this service is purchased to
set up and perform the audits and processes that must be completed before the hardware
call-to-repair time commitment can be put into effect. The hardware call-to-repair time
commitment will not take effect until five (5) business days after the audit has been
completed. Until such time, service for the covered hardware will be delivered at a
4-hour onsite response time service level.
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 specified time period, unless the delay is caused by HP.
Customer responsibilities
If the Customer does not act upon the specified Customer responsibilities, at HP’s discretion
HP or the HP authorised service provider will i) not be obligated to deliver the services as
described, or ii) perform such service at the Customer’s expense at the prevailing time and
material rates.
The call-to-repair time commitment is subject to the Customer providing immediate and
unrestricted access to the system, as requested by HP. The call-to-repair time commitment
does not apply when system access, including physical, remote troubleshooting and hardware
diagnostic assessments, is delayed or denied. If the Customer requests scheduled service,
the call-to-repair time period begins at the agreed-upon scheduled time.
For hardware onsite response time options that 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 configured 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, specifications and exclusions.
12
Data sheet | HP Hardware Support Onsite Service
The Customer is responsible for registering to use HP’s electronic facility in order to gain
access to restricted product information and to receive proactive notification or other
services available to the Customer.
Upon HP request, the Customer will be required to support HP’s remote problem resolution
efforts. 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 firmware 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
firmware updates, as well as CSR parts and replacement products delivered to the Customer.
The Customer agrees to pay additional charges if the Customer requests that HP install
customer-installable firmware 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 CSR 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 that 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 for the
defective part or product, as determined by HP.
The Customer is responsible for the security of the Customer’s proprietary and confidential
information. The Customer is responsible for properly sanitising or removing data from
products that may be replaced and returned to HP as part of the repair process to ensure
the safeguarding of the Customer’s data. For more information on Customer responsibilities,
including those outlined in HP’s Media Sanitisation Policy and Media Handling Policy for
Healthcare Customers, go to hp.com/go/mediahandling.
If the Customer chooses to retain repair parts covered under the defective media retention
service feature option, it is the Customer’s responsibility to:
•Retain covered data retentive components that are replaced during support delivery by HP
•Ensure that any Customer sensitive data on the retained component is destroyed or
remains secure
•Have an authorised representative present to retain the defective data retentive component,
accept the replacement component, provide HP with identification information such as the
serial number for each component retained hereunder and, upon HP request, execute a
document provided by HP acknowledging the retention of the data retentive component
•Destroy the retained data retentive component and/or ensure that it is not put into use again
•Dispose of all retained data retentive components in compliance with applicable
environmental laws and regulations
For data retentive components supplied by HP to the Customer as loaner, rental or lease
products, the Customer will promptly return the replacement components 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 components or products
to HP, and HP shall not be responsible for maintaining the confidentiality or privacy of any
sensitive data that remains on such components.
13
Data sheet | HP Hardware Support Onsite Service
For HP Contractual Care 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 programme for damages to systems on which the incident has
been reported more than 30 days after the incident date. If protective items such as covers,
carrying cases or pouches, etc., were provided or made available for use with the covered
product, it is the Customer’s responsibility to continually use these product accessories for
protection against damage to the covered product.
General provisions/Other exclusions
HP will acknowledge a call by logging a case, communicating the case ID to the Customer and
confirming the Customer’s incident severity and time requirements for commencement of
remedial action. Note: For events received via the HP electronic remote support solutions,
HP is required to contact the Customer, determine the incident severity with the Customer
and arrange access to the system before the hardware call-to-repair time or hardware
onsite response time period can start.
Hardware support onsite response time and call-to-repair time commitment may differ
depending on incident severity. The Customer determines the incident severity level.
Incident severity is defined as:
•Severity 1 – Critical Down: for example, production environment down; production system
or production application down/at severe risk; data corruption/loss or risk; business
severely affected; safety issues
•Severity 2 – Critically Degraded: for example, production environment severely impaired;
production system or production application interrupted/compromised; risk of reoccurrence;
significant impact on business
•Severity 3 – Normal: for example, non-production system (e.g., test system) down or
degraded; production system or production application degraded with workaround in place;
non-critical functionality lost; limited impact on the business
•Severity 4 – Low: for example, no business or user impact
Ordering information
For products containing individually sold and supported units or options, all individually sold
and supported units or options must be on contract and at the same service level as the base
product if that service level is available on the units or options.
To qualify for the scheduled onsite response service level, monthly charges for products
covered with this service level at a specific Customer site must exceed a minimum amount.
Scheduled onsite response is available only with a standard-business-hours, standardbusiness-days coverage window; coverage window extensions do not apply.
Coverage windows must be contiguous and must include standard business hours and
standard business days. If coverage is extended to include additional coverage hours or
days, the same coverage hours must be selected for all covered days.
Call-to-repair time commitments are selected in lieu of onsite response times. The Customer
cannot select both an onsite response time and a call-to-repair time commitment for the
same product.
Enhanced parts inventory management is included with selected call-to-repair time
commitments and may not be ordered separately.
HP Hardware Support Onsite is available as a fully configurable service (certain configuration
rules apply, as noted earlier) or can be purchased as a service package with preconfigured
service levels and limited optional choices.
14
Data sheet | HP Hardware Support Onsite Service
Availability of service features and service levels may vary according to local resources and
may be restricted to eligible products, minimum commitments and selected geographic
locations. To obtain further information or to order HP Hardware Support Onsite, contact a
local HP sales representative and reference the following product numbers:
•HA151AC: fully configurable HP Hardware Support Onsite
•HA101PC: HP PC Print Hardware Support Onsite with next day onsite response, standard
business hours (9x5)
•HA116PC: HP PC Print Hardware Support Onsite with 4-hour onsite response, standard
business hours (9x5)
•HA103PC: HP PC Print Hardware Support Onsite with 4-hour onsite response, extended
business hours (13x5)
•HA104PC: HP PC Print Hardware Support Onsite with 4-hour onsite response, 24x7
•HA105PC: HP PC Print Hardware Support Onsite with 6-hour call-to-repair time
commitment, 24x7
For more information
For more information on HP Services, contact any of our worldwide sales offices or visit the
following website:
hp.com/go/pcandprintservices
Sign up for updates
hp.com/go/getupdated
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HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer
may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of
service or the HP Limited Warranty provided with your HP Product.
© Copyright 2015 HP Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for
HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be
construed as constituting an additional warranty or condition, express or implied, in fact or in law. HP shall not be liable for technical or editorial
errors or omissions contained herein.
4AA5-7718EEE, December 2015
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