HP Hardware Support Onsite Service
HP Care Pack Services
Technical data
HP Hardware Support Onsite Service provides high-quality remote assistance and onsite support for
your covered hardware, helping you to improve product uptime.
You have the flexibility to choose between different service-level options featuring different response
times and coverage windows, as well as between several coverage periods to address your specific
service needs.
Service benefits
• Help improve system uptime
• Convenient onsite support
• Reliable response times
Service feature highlights
• Remote problem diagnosis and support
• Onsite hardware support
• Materials included
• Service-level options with different coverage windows and response times
• Work to completion
• Escalation management
• Access to electronic support information and services
• Electronic remote monitoring and support, standard configuration (for eligible products only)
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
Specifications
Table 1. Service features
Feature
Delivery specifications
Remote problem
diagnosis and support
Once the Customer has placed a service request via a designated HP support telephone
number, HP will work with the Customer during the coverage window to isolate the hardware
problem and to remotely troubleshoot, remedy, and resolve the problem with the Customer.
Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic
remote support tools (where available) to access covered products, or HP may use other means
available to facilitate remote problem resolution. Where necessary, onsite assistance will be
provided by an authorized HP representative.
Regardless of the Customer's coverage window, problems with covered hardware can be
reported to the HP Response Center via telephone or electronically, as locally available, 24
hours a day, 7 days a week. HP will acknowledge the receipt of the service request and notify
the local HP field office at the next coverage window. HP retains the right to determine the final
resolution of all reported problems. Onsite response times or call-to-repair times, as applicable,
for service requests submitted electronically or outside of the coverage window may vary.
Onsite hardware support
For technical hardware issues that cannot, in HP's judgment, be resolved remotely, an HP
authorized representative will provide onsite technical support on covered hardware products
to return them to operating condition. For certain printers, PCs, ProLiant servers, Intel®
Pentium®- and Xeon™ processor-based servers, and networking and storage 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.
In addition, HP may install available engineering improvements to help the Customer ensure
proper operation of the hardware products and maintain compatibility with HP-supplied
hardware replacement parts. At its sole discretion, HP may install any firmware updates that,
in the opinion of HP, are required to return the covered product to operating condition or to
maintain supportability by HP.
Parts and materials
HP will provide HP-supported 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 are new or functionally equivalent to new in
performance. Replaced parts become the property of HP.
Coverage window
The coverage window specifies the time during which the described services are delivered
onsite or remotely.
Service requests received outside this coverage window will be logged the next day for which
the Customer has a service 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
Onsite response time specifies the period of time that begins when the initial service request is
received and logged with HP and ends when the HP authorized representative arrives at the
Customer's site within the coverage window. 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.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
2
Work to completion
Once an HP authorized 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 operational or as long as reasonable progress is being made. Work may be
temporarily suspended if additional parts or 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.
Escalation management
HP has established formal escalation procedures to facilitate the resolution of complex
problems. Local HP management coordinates problem 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 software and firmware patches, 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 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 the HP Solution Center. The tool helps to
resolve problems quickly with a pre-qualification process that routes the support or service
request to the engineer 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 Live" functionality for communicating directly with an online HP support engineer during
standard HP business hours, 8:00 a.m. to 5:00 p.m. local time, Monday through Friday
excluding HP holidays. Through sharing browser content, the HP support engineer will help
navigate to the appropriate online content that may help resolve the problem. This real-time
online help can be accessed via the "HP Live" button on selected Web pages.
• 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
Electronic remote
monitoring and support,
standard configuration
For Customers who meet minimum requirements, electronic remote monitoring and support,
standard configuration with real-time remote hardware event management provides diagnostic
software for eligible products. This software monitors hardware status and generates
notification events when certain predetermined conditions are detected. Notification events are
received and forwarded to HP for review and possible support action. With the Customer's
authorization and at the sole discretion of HP, remote network access by an HP support
engineer may be used for troubleshooting and faster problem resolution.
For details on the minimum requirements, the Customer may contact the local HP sales office.
Specifications
Table 2. Optional service features
Feature
Delivery specifications
Accidental damage
protection
For eligible products, specific service levels may be offered with accidental damage
protection. Where accidental damage protection applies, the Customer receives protection
against accidental damage 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
fortuitous incident. Covered perils include non-intentional liquid spills in or on the unit, drops,
falls, and electrical surge. This includes damaged or broken liquid crystal displays (LCDs), or
broken parts.
Accidental damage protection does not cover theft, loss, fires, damage caused by a vehicle
accident or act of God, normal wear, consumables, intentional acts of damage, or other
exclusions, as detailed in the "Service limitations" section. Major parts replacement is subject
to certain limitations as detailed in the "Service limitations" section.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
3
Defective media retention
For eligible products, this service feature option allows the Customer to retain defective hard
disk drive components that the Customer does not want to relinquish due to sensitive data
contained within the disk ("Disk Drive") covered under this service. All Disk Drives on a
covered system must participate in the defective media retention. Notwithstanding anything to
the contrary in this document or the HP Single Order Terms for Support, HP waives the right to
take possession and title of a defective Disk 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 Drives supported by HP under the HP support
agreement.
Desktop/Workstation/
Thin
client/Notebook-only
coverage
For eligible PC products, the Customer may choose desktop/workstation/thin
client/notebook-only coverage. HP Care Pack services with this coverage do not extend the
specified service level to the external monitor or docking station.
Page allowance
Some printer products may be available with a maximum page allowance. Page count for any
given printer is defined as the number of standard pages (printed or plain) that have passed
through such printer’s print engine, as recorded on the test page. Different paper sizes and
print options may be associated with different standard page equivalent values in order to
calculate 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 first. 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 another Care Pack has been purchased by the
time the services are provided.
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
Third-day onsite
response, standard
business hours (9x5)
Service is available during the coverage window, 9 hours per day, between 8:00 a.m. and
5:00 p.m. local time, Monday through Friday excluding HP holidays.
Next-day response,
standard business hours
(9x5)
Service is available during the coverage window, 9 hours per day, between 8:00 a.m. and
5:00 p.m. local time, Monday through Friday excluding HP holidays.
4-hour response,
standard business hours
(9x5)
Service is available during the coverage window, 9 hours per day, between 8:00 a.m. and
5:00 p.m. local time, Monday through Friday excluding HP holidays.
An HP authorized representative will arrive at the Customer's site during the coverage window
to begin hardware maintenance service the third coverage day after the service request has
been logged. Service requests received outside the coverage window will be logged the next
coverage day and serviced within the following 3 coverage days.
An HP authorized representative will arrive at the Customer's site during the coverage window
to begin hardware maintenance service the next coverage day after the service request has
been logged. Service requests received outside the coverage window will be logged the next
coverage day and serviced within the following coverage day.
An HP authorized representative will arrive at the Customer's site during the coverage window
to begin hardware maintenance service within 4 hours of the service request being logged.
The 4-hour response time is measured during the coverage window only. For service requests
received after 1:00 p.m. local time, the response time may be carried over to the next
coverage window.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
4
4-hour response,
extended business hours
(13x5)
Service is available during the coverage window, 13 hours per day, between 8:00 a.m. and
9:00 p.m. local time, Monday through Friday excluding HP holidays.
4-hour response, 24x7
Service is available during the coverage window, 24 hours per day, Monday through Sunday
including HP holidays.
An HP authorized representative will arrive at the Customer's site during the coverage window
to begin hardware maintenance service within 4 hours of the service request being logged.
The 4-hour response time is measured during the coverage window only. For service requests
received after 5:00 p.m. local time, the response time may be carried over to the next
coverage window.
An HP authorized representative will arrive at the Customer's site any time and day of the year
to begin hardware maintenance service within 4 hours of the service request being logged.
Travel zones
All hardware onsite response times apply only to sites located within 100 miles (160 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.
Travel zones and charges, if applicable, may vary in some geographic locations.
Response times to sites located more than 100 miles (160 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
4-hour onsite response time
Next-/Third-day response time
0-100 miles (0-160 km)
4 hours
Next/Third coverage day
101-200 miles (161-320 km)
8 hours
1 additional coverage day
201-300 miles (321-480 km)
Established at time of order and
subject to resource availability
2 additional coverage days
Beyond 300 miles (480 km)
Established at time of order and
subject to resource availability
Established at time of order and
subject to resource availability
Coverage
This service provides coverage for HP or Compaq branded hardware products and all HP-supplied
internal components (such as HP Jetdirect cards, memory, and CD-ROM drives), as well as attached HP
or Compaq branded accessories purchased together with the main product, such as mouse, keyboard,
docking station, and external monitor of 22" or less.
For HP Care Pack Services with "desktop/workstation/thin-client/notebook-only" coverage, external
monitors and docking stations will not be covered under this service.
For some servers and storage products, CPUs, disks, and other major internal and external components
will be covered if support has been configured accordingly and they are listed in the contract's
equipment list (if applicable).
Coverage for eligible multivendor systems includes all standard vendor-supplied internal components
and the external monitor, keyboard, and mouse.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
5
Consumable items including, but not limited to, batteries and Tablet PC pens, maintenance kits, and
other supplies, as well as user maintenance and non-HP devices, are not covered by this service.
For components that are discontinued, an upgrade path may be required. HP will work with the
Customer to recommend a replacement. Not all components will have available replacements in all
countries due to local support capabilities.
For ProLiant servers and storage systems, this service covers HP branded hardware options qualified for
the server, purchased at the same time or afterward, internal to the enclosure, as well as external
monitors up to 22" and tower UPS products; these items will be covered at the same service level and
for the same coverage period as the server.
For the BladeSystem enclosures, this service covers the enclosure, power supplies, fans and enclosure
devices including pass thru, Ethernet interconnect and virtual connect modules.
For servers, storage or BladeSystem enclosures installed within a rack, service also covers all HP
qualified rack options including UPS products not exceeding 12kVA, KVM switch, console and PDU,
installed within the same rack. Coverage of the UPS battery is not included; standard warranty terms
and conditions apply.
Customer responsibilities
If required by HP, the Customer or HP Authorized Representative must register the hardware product to
be supported within ten (10) days of purchase of this service, using the registration instructions within
the Care Pack or the e-mail document provided by HP, or as otherwise directed by HP. In the event a
covered product changes location, registration (or a proper adjustment to existing HP registration) is to
occur within ten days of the change.
At the sole discretion of HP, service levels with an onsite response time of 4 hours may require
installation of remote connectivity tools and equipment. If remote support is available and required on
the covered product, the Customer must provide and allow HP remote access in order to receive an
onsite response time of 4 hours.
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 Customer Self Repair parts and replacement products delivered to the Customer.
In cases where Customer Self Repair parts are shipped to resolve a problem, the Customer is
responsible for returning the defective part within a time period designated by HP. In the event HP does
not receive the defective part within the designated time period or if the part is physically damaged
upon receipt, the Customer will be required to pay a fee for the defective part, as determined by HP.
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.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
6
With the defective media retention service feature option, it is the Customer's responsibility to:
• Retain physical control of Disk Drives at all times during support delivery by HP; HP is not responsible
for data contained on Disk Drives
• Ensure that any Customer sensitive data on the retained Disk Drive is destroyed or remains secure
• Have an authorized representative present to retain defective Disk Drives, accept replacement Disk
Drives, provide HP with identification information for each Disk Drive retained hereunder, and, upon
HP request, execute a document provided by HP acknowledging the retention of the Disk Drives
• Destroy the retained Disk Drive and/or ensure that the Disk Drive is not put into use again
• Dispose of all retained Disk Drives in compliance with applicable environmental laws and regulations
For Disk Drives supplied by HP to the Customer as a loaner, rental or lease product, the Customer will
promptly return the replacement Disk 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 Drive to HP.
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, other
parts classified as Customer Self Repair parts, or an entire replacement product. HP will determine the
appropriate delivery method required to provide effective and timely Customer support.
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.
Activities such as, but not limited to, the following 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
• Support for network-related 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
Exclusions to the accidental damage protection service feature option
Accidental damage protection does not cover the following:
• Damage caused by failure to adhere to manufacturer's recommended maintenance or operating
specifications
• Damage due to war or nuclear incident, fire, terrorism, vehicle accident, or act of God, unauthorized
attempts to repair the product, or use of damaged or defective media
• Data loss or corruption; business interruptions; obsolescence; cosmetic damage; rust; change in color,
texture, or finish; wear and tear; gradual deterioration
• Error in product design, construction, programming, or instructions
• Fraud, theft, unexplained or mysterious disappearance, misuse, abuse, or willful act
• Alteration or modification of the product in any way
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
7
For HP business notebook products, major parts replacement is limited to three major parts per product
per 12-month period commencing from the Care Pack start date; for all other products, major parts
replacement is limited to one major part per product per 12-month period commencing from the Care
Pack start date.
For accidental damage protection coverage, major parts include but are not limited to the screen (LCD),
DVD/CD-ROM drive, motherboard, processor, hard disk drive, and memory. Once the specified limit is
reached, the cost of repair for a major part will be charged on a time-and-materials basis.
Limitations to the defective media retention service feature option
The defective media retention service feature option applies only to Disk Drives replaced by HP due to
malfunction. It does not apply to any exchange of disk drives that have not failed.
Failure rates on hard drives are constantly monitored and HP reserves the right to cancel this service
with 30 days' notice if HP reasonably believes that the Customer is overusing the defective media
retention service feature option (such as when replacement of defective hard drives materially exceeds
the standard failure rates for the system involved).
HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE CONTENTS OF OR THE
DESTRUCTION OF ANY DISK DRIVE RETAINED BY THE CUSTOMER. NOTWITHSTANDING
ANYTHING IN THE HP SINGLE ORDER TERMS FOR SUPPORT OR THE TECHNICAL DATA SHEET TO
THE CONTRARY, IN NO EVENT WILL HP OR ITS AFFILIATES, SUBCONTRACTORS, OR SUPPLIERS BE
LIABLE FOR ANY INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES OR DAMAGES FOR
LOSS OF OR MISUSE OF DATA UNDER THIS DEFECTIVE MEDIA RETENTION SERVICE.
Ordering information
All components installed in the same BladeSystem enclosure (server blades, storage blades,
interconnects, SAN switches etc.) must be ordered with the same service level as the enclosure, if that
service level is available.
Availability of service features and service levels may vary according to local resources and may be
restricted to eligible products and geographic locations. To obtain further information or to order HP
Hardware Support Onsite Service, contact a local HP sales representative and reference the following
product numbers (x denotes the service length in years):
• HA101Ax for next-day response, standard business hours (9x5)
• HA103Ax for 4-hour response, extended business hours (13x5)
• HA104Ax for 4-hour response, 24x7
Depending on the point of purchase, other product numbers may apply. Please consult with a local HP
representative or HP reseller on which product number is appropriate for the Customer's specific needs.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
8
For more information
For more information on HP Care Pack services, contact any of our worldwide sales offices or resellers
or visit our Web site at:
www.hp.com/hps/carepack
www.hp.com/hps/support
© Copyright 2007, 2008 Hewlett-Packard 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.
HP Restricted. For HP Internal Use Only.
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
Intel, Pentium, and Xeon are trademarks or registered trademarks of Intel Corporation or its
subsidiaries in the United States and other countries.
5982-6547EN Rev. 4, March 2008
Download PDF