HP Graphics Solutions Services
HP Graphics
Solutions Services
Large Format Production and Industrial Solutions
Brochure | HP Graphics Solutions Services
HP Graphics Solutions Services
Welcome
HP understands when it comes to the business of printing, the equipment and technology is just part of
the story. That is why HP provides industry-leading service and support that addresses multiple aspects
of a company’s HP printing- related operations and business. Our unique services fully support your
digital printing business by enhancing the productivity of your printers and your people, helping keep
downtime to a minimum and enabling your business to be more profitable. With HP Support Services,
you will decrease your time-to-repair, reduce overall cost of ownership, and optimize your return on your
investment.
Following are the services we offer that can help keep your printing operation performing at an optimal level.
Ramp-up
Operator L2 Training
Engineer Training
RIP - ONYX & Caldera
Operator L1 Training
Preventive
Maintenance
Installation
Uptime &
Maintenance Kits
Peak Production
Support
Equipment
Recertification
Site Assessment
Service & Support
Color Management
Equipment
Relocation
Manage
Printing
Get
Started
Support Service
2
Training Service
Productivity Service
Optimize
Production
Customized Service
Manage
Change
Brochure | HP Graphics Solutions Services
Table of Contents
Service & Support programs
HP Large Format Production and Industrial Products Serviced Portfolio . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
HP Large Format Production and Industrial Products Service & Support Matrix . . . . . . . . . . . . . . . . . . . . . 5
Full Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Shared Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Parts and Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
HP Latex Serviced Portfolio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
HP Latex Service & Support Matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Full Coverage & Care Packs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Onsite Uptime Kits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Preventive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Peak Production Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Training
Training Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Productivity Optimization Services
Ramp-up Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Color Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Customized Services
Equipment Recertification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-19
Equipment Relocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-21
HP Scitex Print Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-23
Contact us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
3
Brochure | HP Graphics Solutions Services
HP Large Format Production and
Industrial Products Serviced Portfolio1
Large Format Production
HP Scitex FB550
Industrial Printer
HP Scitex FB750
Industrial Printer
HP Latex 3100 Printer
HP Latex 850 Printer
HP Latex 3500 Printer
HP Latex 1500
Printer
HP Scitex XP5500
Printer
HP Scitex TJ8350
Press
HP Scitex TJ8600
Press
HP Scitex FB7600
Press
HP Scitex 11000
Press
HP Scitex 15500
Press
HP Scitex 17000
Press
HP Scitex 9000
Industrial Press
Large Format Industrial
1. HP may offer services on legacy Scitex, Nur, and Colorspan equipment.
Please contact your HP representative for more details.
4
Brochure | HP Graphics Solutions Services
HP Large Format Production and Industrial Products
Service & Support Coverage Matrix1
Service Coverage
Full Coverage
Shared Maintenance
(Number of allotment visits
vary per product)
Parts & Remote
Telephone & Remote
Support
Included
Included
Included
Covered Services
Onsite Support2
Included
Limited number of visits;
based on printer/press
Not included
Labor and travel costs
(per hour)
Included
20% discount
beyond allotment
Not included
10% discount
Covered parts
Included
Included
Included
Shipping & freight
Included
Included
Included
Printhead allotment
Optional
Optional
Optional
(Limited number based on platform)
Support outside of
standard business hours
25% discount
20% discount
10% discount
Printheads **
25% discount
20% discount
10% discount
Parts beyond service
contract coverage
25% discount
20% discount
10% discount
Uptime Kit*
25% discount
20% discount
10% discount
Productivity Services *
25% discount
20% discount
10% discount
Training courses *
25% discount
20% discount
10% discount
Basic Operator Training
Required
Required
Required
Advanced Operator
Training
Optional
Required
Required
1. These coverage options do not apply to the Latex 110, 260, 280, 310, 330, 360, 370, 560, and 570 printers.
2. Service agreement coverage for onsite service is M-F 8am to 5pm customer local time. Outside of this time frame, additional charges
may apply.
* Discounts for these items commence upon the signature date of the Transaction Document, which may precede the service start date.
Discounts granted during the warranty period on these items are strictly promotional and should not be deemed as a component of
warranty.
** Excluded for the printer types categorized by HP Latex Printers, including but not limited to the Latex 1500, Latex 3000,
Latex 3100, Latex 3500, LX600, LX800, LX820 and LX850.
Remote Support - HP Print Care Software, remote diagnostic tool, must be operational /installed for HP access, for all customers under
HP Scitex Support Maintenance, in all printer models supporting the Print Care. Remote Support— From 08:00 to 17:00 (Mon-Fri) Customer
Local Time.
Prices and discounts are subject to change without notice. Please contact your HP representative for more information.
For service contract requests, please email gsbsupportoptions@hp.com
5
Brochure | HP Graphics Solutions Services
Service & Support programs
Support Services
HP Graphics Solutions Services offers a full line of hardware and software support
service agreements. These are divided into three main programs: Full Maintenance
Support, Shared Maintenance Support and Parts & Remote. Each program includes
a combination of Remote Support and Onsite Support.
Full Coverage Service Agreement
Standard Full Coverage
An all-inclusive program providing outstanding coverage to give the highest level of
uptime. This program includes:
Manage Printing
Service & Support
“I need a predictable
business operation
and to reduce the
risk of unplanned
downtime”
6
•
•
•
•
•
•
•
•
Unlimited Remote Support
Second business day Onsite Support response
Onsite labor and travel included
All covered service parts required to make repairs
Discount on Uptime Kits
Discount on consumable service parts
Discount on Productivity Services
Discount on Training courses
Extended Full Coverage
Extended Coverage adds an optional printhead replacement service ensuring more
predictable costs. This program includes:
•
•
•
•
•
•
•
•
•
Unlimited Remote Support
Next business day Onsite Support response
Onsite labor and travel included
All covered service parts
Discount on Uptime Kits
Discount on consumable service parts
Discount on Productivity Services
Discount on Training courses
Annual printhead allotment
Brochure | HP Graphics Solutions Services
Shared Maintenance Service Agreement
Standard Shared Maintenance
Standard Shared Maintenance is a balanced program that requires a medium level of
self-maintenance by operators. HP Customer Engineers are available to help resolve
more complex issues.
Manage Printing
Service & Support
“I need a predictable
business operation
and to reduce the
risk of unplanned
downtime”
• Required: Level 2 operator training courses
• Unlimited Remote Support
• Second business day onsite support response
• Annual allowance of onsite visits
• Discount on onsite service labor and travel over allotment
• All covered service parts required
• Discount on Uptime Kits
• Discount on consumable service parts
• Discount on Productivity Services
• Discount on Training courses
Extended Shared Maintenance
Extended Coverage adds an optional printhead replacement service ensuring
more predictable costs.
• Required: Level 2 operator training courses
• Unlimited Remote Support
• Second business day onsite support response
• Annual allowance of onsite visits
• Discount on onsite service labor and travel over allotment
• All covered service parts required to make repairs
• Discount on Uptime Kits
• Discount on consumable service parts
• Discount on Productivity Services
• Discount on Training courses
• Annual printhead allotment
7
Brochure | HP Graphics Solutions Services
Parts and Remote Service Agreement
Standard Parts and Remote
An entry-level service program for print service providers.
Manage Printing
Service & Support
“I need a predictable
business operation
and to reduce the
risk of unplanned
downtime”
• Required: Level 2 operator training courses
• Unlimited Remote Support
• All covered service parts required
• Discount on onsite service labor and travel (when applicable)
• Discount on Uptime Kits
• Discount on consumable service parts
• Discount on Productivity Services
• Discount on Training courses
Extended Parts and Remote
Extended Coverage adds an optional printhead replacement service ensuring
more predictable costs.
•Required: Level 2 operator training courses
• Unlimited Remote Support
• All covered service parts required to make repairs
• Discount on onsite service labor and travel (when applicable)
• Discount on Uptime Kits
• Discount on consumable service parts
• Discount on Productivity Services
• Discount on Training courses
• Annual printhead allotment
8
Brochure | HP Graphics Solutions Services
HP Latex Serviced Portfolio1
HP Latex Products
HP Latex 110 Printer
HP Latex 360 Printer
HP Latex 260 Printer
HP Latex 370 Printer
HP Latex 280 Printer
HP Latex 560 Printer
HP Latex 310 Printer
HP Latex 570 Printer
HP Latex 330 Printer
1. HP may offer services on legacy equipment.Please contact your HP representative for more details.
9
Brochure | HP Graphics Solutions Services
HP Latex Service & Support Matrix1
Service Coverage
Full Coverage
Care Packs**
Telephone & Remote Support
Included
Included
Covered Services Onsite Support2
Included
Included
Included
Included
Covered parts
Included
Included
Support outside of standard business hours
25% discount
25% discount
Travel expenses
3
Next Business Day Onsite Response***
Included
Included
Shipping & freight
Included
Included
Service Maintenance Kits
20% discount
20% discount
Productivity Services *
20% discount
20% discount
Basic Operator Training
Required
Required
1. These coverage options are only applicable to the Latex 110, 260, 280, 310, 330, 360, 370, 560, and 570 printers.
2. Service agreement coverage for onsite service is M-F 8am to 5pm customer local time. Outside of this time frame, additional charges
may apply.
3. Includes cost of labor and travel.
* Discounts for these items commence upon the signature date of the Transaction Document, which may precede the service start date.
Discounts granted during the warranty period on these items are strictly promotional and should not be deemed as a component of
warranty.
** Care Packs are available in warranty or post warranty. In warranty care packs include the standard warranty on the printer. HP 2 year
NBD includes 12 month warranty and 12 month care pack= 2 years. For more information on Care Packs visit the Care Pack Central
website at http://h20558.www2.hp.com/portal/site/cpc
*** Next Business Day may not be available in remote areas and additional travel charges may apply
Remote Support - HP Print Care Software, remote diagnostic tool, must be operational /installed for HP access, for all customers under HP
Scitex Support Maintenance, in all printer models supporting the Print Care. Remote Support— rom 08:00 to 17:00 (Mon-Fri) Customer
Local Time.
Prices and discounts are subject to change without notice. Please contact your HP representative for more information.
For service contract requests, please email gsbsupportoptions@hp.com
10
Brochure | HP Graphics Solutions Services
Full Coverage Service Agreement or Care Pack*
Standard Full Service Coverage – Monthly Service Plan
An all-inclusive program providing outstanding coverage to give the highest level
of uptime. This program includes:
Manage Printing
Service & Support
“I need a predictable
business operation
and to reduce the
risk of unplanned
downtime”
• Unlimited remote support
• Second business day onsite support response
• Onsite labor and travel cost included
• All covered service parts required to make repairs
• Discount on productivity services
• Discount on preventive maintenance
Care Pack Coverage – Annual Service Plan
An all-inclusive program providing outstanding coverage to give the highest level
of uptime. This program includes:
• Unlimited remote support
• Second business day onsite support response
• Onsite labor and travel cost included
• All covered service parts required to make repairs
• Discount on productivity services
• Discount on preventive maintenance
* In warranty care packs include the standard warranty on the printer. Example: HP 2 Year Next
Business Day + Defective Media Retention Care Pack includes 12 months of warranty and 12 months
of care pack = 2 years.
11
Brochure | HP Graphics Solutions Services
Onsite Uptime Spare Parts Kits
Benefit
Manage Printing
Uptime &
Maintenance Kits
“I need a predictable
business operation
and to reduce the
risk of unplanned
downtime”
The Onsite Uptime Parts Kit was designed to help you significantly save time and
increase productivity. These kits contain the most frequently needed replacement
parts. Having these kits on-hand enables a qualified onsite operator to install the
new parts without delay. This decreases your time-to-repair 24x7, getting you
back to production quickly.
Any spare parts from the Uptime Spare Parts Kit to support equipment under
Warranty or under a Scitex Service Agreement, can be replenished through the
regular Service Contract process, without any additional costs.
Using the Uptime Kit
When an HP equipment needs repair, simply:
• Call the customer Call Center support phone line
• Provide the serial number
• Provide details of the error and related diagnostic information
The remote support engineer then:
• Opens a case
• Provides you with a reference number
• Confirms any spare parts to be used and places an order to replenish these parts for your Onsite Uptime Kit
You then perform the repair and notify the Remote Support Center.
The remote support follow-up to a repair could be:
• Further troubleshooting advice
• A request for alternative repairs
• An onsite engineer visit
• A successfully closed case
Only the appropriate replacement parts are used for a repair and the Onsite
Uptime Kit remains fully stocked.
12
Brochure | HP Graphics Solutions Services
Preventive Maintenance or SMK1
Benefit
Manage Printing
Preventive
Maintenance
“I need a predictable
business operation
and to reduce the
risk of unplanned
downtime”
The HP Preventive Maintenance service is designed for both new and existing
platforms. Regular preventive maintenance minimizes unpredictable downtime
while maximizing product performance. This service allows your staff to focus on
your business, while an HP expert replaces any needed parts and
fine-tunes your equipment.
Our goal is to keep your printing equipment in the highest level of operational
performance. This allows you to increase your productivity and extend the
longevity of your equipment. By using an HP engineer we guarantee our
workmanship.
What do you get?
• An HP Field Expert trained and skilled on your specific HP equipment type
• Replacement of all specified maintenance parts based upon your equipment
• Installed in less than one shift (8 hours)
• Full system diagnostics performed (where applicable)
• Full system inspection to alert you of any potential issues not related to
routine maintenance
• Evaluate your equipment specific quality tests:
– Printhead nozzle tests
– Calibration tests – (may require additional time or expertise)
1. SMK= Service Maintenance Kit
13
Brochure | HP Graphics Solutions Services
Peak Production Support
Benefit
The Peak Production support was designed to help you during your peak
production or peak season. When your production falls outside of standard
business hours, HP offers services to dedicate an HP engineer to your location,
or on standby, in the event your machine requires repair.
Manage Printing
Peak Production
Support
“I need a predictable
business operation
and to reduce the
risk of unplanned
downtime”
This allows you to pre-schedule what you need based upon your production and
ensures the fastest form of weekend response service.
Prior to acquiring this service, it is highly recommend that you have an Onsite
Uptime Parts Kit. This will ensure you will have both an HP expert and
the most frequently needed replacement parts readily available.
*This service requires at least 30 days advanced notice to ensure HP Engineer availability
and is subject to availability. This service can be customized to fit your needs. Talk to your HP
representative for more details.
What do you get?
Package 1: Weekend Stand-by support
• Valid only in areas where a local HP engineer exists within 100 Miles/Km
of customer site
• Dedicated HP Field Engineer for Remote Stand-by support
• Onsite only if requested from 9am – 5pm both Saturday and Sunday
(minimum of 4 hours each day) and invoiced at ‘after-hours’ rates
Package 2: Dedicated Onsite support
Valid in most locations in continental U.S., Canada and Mexico
• Dedicated HP Field Engineer onsite for a complete weekend
• HP Engineer is onsite from 9am – 5pm both Saturday and Sunday
• Also available - Remote Stand-by from 5pm – 12am both Saturday and Sunday
Package 3: Customized to fit your needs
• Valid in most locations in continental U.S., Canada and Mexico
14
Brochure | HP Graphics Solutions Services
Training Center course list1
Training Services
HP offers a comprehensive training curriculum that provides the knowledge and skills necessary to utilize
the full capabilities of HP Scitex equipment. Our training programs emphasize hands-on practice in a
professional learning environment. Courses taught at our HP Scitex Training Center are also available
onsite at your location. Courses offered include:
• Operator Level 1 Training—This training program is designed for new HP Scitex operators, to enable
them to use the equipment safely and to independently perform routine maintenance. Operator Level 1 Training includes certification CSR2 level 1
• Engineer Training­—This training program is designed for experienced operators and engineers, to train
them on diagnostics, and service & repair routines of HP Scitex equipment
• Operator Level 2 Training3—This trainings program provides advanced training and knowledge to
experienced operators on the principals of production optimization. The main goal is to optimize usage of the press, such as how to perform diagnostics, utilize advanced printing methods, optimize use of media and ink, and perform basic troubleshooting
• RIP– ONYX and Caldera Training—This program is intended for field engineers, as well as print operators with some application knowledge, to enable them to install, maintain and solve issues
For more information on the current training course options and availability,
visit www8.hp.com/us/en/graphicstraining/portfolio/sign_display.html
1. Courses may be offered at your facility. Contact your local representative for additional details.
hp.com/education/sections/scitex_courselist.html
2. C SR = Customer Self Repair
3. Operator Level 2 Training is required for all Shared Maintenance and Part & Remote service contracts
15
Brochure | HP Graphics Solutions Services
Productivity Optimization Services
Productivity Optimization Services are provided during a customized onsite visit by
a Production Specialist, who works closely with both operators and management
to optimize best practices for press operation, maintenance, and press consumables
optimization.
Ramp-up
Benefit
Get Started
Ramp-up
“I have just invested
in an HP press/
printer, and need
to start printing as
quickly as possible”
The HP Production Ramp-up program is a mentoring and training program,
specially designed for new printing businesses or those with expanding production
capacity. To help you quickly start using your newly installed HP equipment, our
experts will work through the printing workflow together with your team.
With the HP Production Ramp-up program, you can enjoy the benefits of an
expedited production process and a faster learning process, enabling immediate
improvements in production efficiencies and machine operation performance.
What do you get?
HP Application Specialists will deliver this service at your site over a period of
three days. The service will include:
• A press/printer overview and general question and answers
• A step-by-step demonstration and instruction includes fine-tuning media, workflow, machine operation, and real-time support assisting with operator maintenance activities
• Learn how to perform basic print troubleshooting using HP Scitex Print Care tools (for models that support Print Care)
• Improve operator’s self-confidence to operate the printer during a real production run
16
Brochure | HP Graphics Solutions Services
Color Management
Benefit
Optimize Production
Color
Management
“My press/printer
runs well, but I need
more productivity,
and to reduce the
total operating costs
per print.”
HP Color Management services are designed to help you optimize the color
quality and consistency within your print environment. This program provides you
with services appropriate to your color management needs. It will enhance your
expertise so you can develop effective color management processes using your
HP equipment. You will be able to seamlessly match colors to achieve the
consistency your customers expect from a printing press to your HP Digital
printing equipment and across multiple print production runs.
HP will guide you to manage production with higher efficiency and reduced
wastage costs by reducing or eliminating unnecessary media and supplies
consumption due to inconsistent color output and minimizing ink consumption
(when applicable) to optimize print quality. This service is designed for customers
who want to optimize media calibrations by a comprehensive color matching
process using ICC profiling.
What do you get?
An Application Specialist will deliver this service at your site over a period of three
days. The service will include:
• A phone consultation from an HP Application Engineer
• Color science overview and general questions and answers session
• Site assessment to understand your environment and specific color management needs
• Design of a color management solution, including recommendations on hardware and software, calibration and workflow processes
• Implementation and testing of ICC profiling and workflow processes
• Creation of up to three customized ICC profiles
• Recommendations on how to maintain color quality and consistency
• HP’s color expert will teach you to use ICC profiles for color matching
17
Brochure | HP Graphics Solutions Services
Customized Services
Manage Change
Equipment
Recertification
While regular Sign and Display service agreements consistently deliver the highest
standards, enhanced service coverage during business-critical production periods
is sometimes required. To meet such needs, we offer customized services.
Equipment Recertification
“My production needs
have changed and
I need to reposition
or relocate and get
my press ready for
production.”
Benefit
Get peace of mind and predictable cost of ownership
The HP Recertification program allows you to obtain a support agreement if
you do not have an active agreement on your existing HP equipment.
Whether you are trying to sell your existing HP equipment, buying a new
one in the open market or would like to achieve predictable operating costs on
your existing unit, the HP Recertification program proves that your equipment is
eligible for an HP Service Agreement. Recertification is required if the equipment
has been out of warranty or service coverage for 30 days or more.
Service description
The service consists of two main components:
• The Initial Assessment by HP
• Quote on any needed printer repairs
Initial Assessment and quote by HP
The purpose of this visit is to have the equipment inspected by HP to determine
whether upgrades or repairs are required before the equipment can be issued
a Service Agreement. At the completion of the inspection, you will receive a
repair quote. If you have several different systems, each one requires a separate
inspection. An inspection fee may apply.
18
Brochure | HP Graphics Solutions Services
Equipment Recertification
Repair Visit
Manage Change
Equipment
Recertification
“My production needs
have changed and
I need to reposition
or relocate and get
my press ready for
production.”
After an initial assessment, an inspection report identifies all services that need
to be performed, before the system can receive an effective service agreement.
Following an inspection report, a Repair Visit can be scheduled.
The Repair Visit includes the following:
• Cleaning of equipment
• Replacement or repair of damaged/defective components
• Incorporation of all mandatory safety Field Change Orders (FCO’s)
• Installation of latest software/firmware updates
• Calibration of print quality
Upon completion of the Repair Visit, you will receive a Recertification document
indicating that the equipment is eligible for an HP Service Agreement.
This Certificate is valid for 30 days after completion of required Repair Visit.
A service agreement needs to be implemented during this 30-day period.
If a service agreement is activated within these 30 days, you will receive
a credit for a portion of the recertification cost.
General terms
• Printer recertification does not include a warranty
• Recertification applies to a specific serial number and is non-transferrable
• Recertification is valid for 30 days following completion of the final Repair Visit
• During the 30-day recertification period, you will be eligible to purchase any
one of HP’s Service Agreements for the system that has been recertified
• The recertification document can be transferred to a new buyer in the event
of the equipment sale. The new owner will be eligible to purchase a Service
Agreement during the same recertification period. If the system is relocated during the recertification period, the relocation must be performed by HP
19
Brochure | HP Graphics Solutions Services
Equipment Relocation
Benefit
Manage Change
Equipment
Relocation
“My production needs
have changed and
I need to reposition
or relocate and get
my press ready for
production.”
HP Relocation service offers complete management of your equipment relocation
activities. It is specifically designed to coordinate the equipment relocation
activities and appropriate resources necessary to implement and conclude a
variety of moves:
• From a single printer system up to a complete set of printer systems
• Across the room, across the country or around the world
Whether within your current location or to a new site, you can maintain your service
coverage and assure that your relocation is handled quickly and safely by using the
HP Scitex Relocation service. In order to assure that your equipment is properly
prepared for a move, all relocations should be coordinated with the HP service
representatives. This will ensure that your equipment is properly de-installed and
securely prepared and packaged for shipment. This will also ensure that the new
site has been inspected and prepared for installation. Finally, this will assure that
the equipment is properly installed and calibrated at the new location.
What do you get?
Relocation service includes:
• Equipment Inspection to verify operation and condition
• De-installation
• Site readiness evaluation of new location
• Unpacking and installation at new location
Relocation service does not include:
• Packing and crating for shipment, any applicable packaging materials
• All rigging, shipping, and applicable insurance
• All preparation of the new site (power, air handling, build-out, etc.)
• Operator training
• Installation of upgrades, options or accessories
• Refurbishment or part required to repair machine
Pricing:
• Relocation services are quoted on a case-by-case basis, based on model, distance between locations, and the anticipated time between de-installation and re-installation
• Service labor and travel are fixed prices
• Pre-move repair services (if required) may be covered by the customer’s current
Service Agreement (if any). Any damages due to transporting the equipment would not be covered under Service Agreement
20
Brochure | HP Graphics Solutions Services
Equipment Relocation
Eligibility
All HP equipment which have not reached the end of their service life are eligible for relocation
Manage Change
Equipment
Relocation
“My production needs
have changed and
I need to reposition
or relocate and get
my press ready for
production”
General terms
• Relocation services are not covered by equipment warranty or service agreement
• Any damages that occur during a non-authorized move are not covered by
warranty or service agreement, and repairs of those damages will be invoiced
at current Time & Materials rates
• Relocation service does not have any effect on the duration or coverage of the
warranty or service agreement, if any, for the relocated equipment. The existing
location specified in the warranty or service agreement contract will be updated
in the HP entitlement database following an authorized HP relocation service
• Only genuine HP options and accessories will be re-installed following the
relocation move. The installation and re-calibration must be done using
genuine HP inks and supplies
• Relocation services are performed during normal working hours.
Customer must provide HP access to the equipment, existing location, and
new location
• Site preparation required on specific equipment, additional charges may
apply if site readiness causes delays with installation
• Long-term storage can cause ink system issues. HP will prepare your equipment for storage at your request, but printheads and ink system
are not covered during long-term storage
For full terms and conditions please refer to the relocation agreement
document HP will provide you prior to the move.
21
Brochure | HP Graphics Solutions Services
HP Scitex Print Care
Maximize uptime with a new level of service from HP
HP Scitex Print Care is the industry-leading set of tools and services that provide
fast, efficient assistance for effective, timely routine preventive maintenance.
• Remote assistance is like working side-by-side with an HP customer engineer, who can see the press/printer via live video and chat real-time with your operator,1
to reach a quick resolution using Call me@HP collaboration tools.
• From remote assistance to enhanced diagnostic tools1 and advanced
troubleshooting, maximize your uptime and maintain smooth operations.
• With enhanced diagnostics,2 you get step-by-step operator guidance for timely,
effective routine preventive maintenance and quick, easy resolution.
• The latest version of HP Scitex Print Care introduces new touch screen user
interface capabilities, for intuitive ease of use.
1. The remote
HP customer engineer may work
directly with your operator, or with
your HP Authorized Channel Partner.
2. This feature is
not available on
all printers. Please
contact your sales representative for
further information.
22
Brochure | HP Graphics Solutions Services
HP Scitex Print Care tools and services
Remote Assistance using Call me @ HP
Our remote assistant is ready and waiting to dialog in real-time using a chat tool to
provide remote assistance service and support.1 Through this service, the remote
HP customer engineer uses a camera to look at your press/ printer, sees diagnostic
results, and views historical data to help complete maintenance and reach a
resolution. This service is designed to be like virtually working side-by-side.
Production Information
See production information at a glance, including press utilization, and media and
ink consumption, to help you monitor and optimize your production.
Diagnostic Tool2
The diagnostic tool evaluates various press/printer components and pinpoints
potential problems. The operator or your HP customer engineer can initiate the
tool. Or it can be set up to automatically schedule or pre-schedule diagnostic
analysis.
Calibration Tool2
Complete accurate press/printer calibration with this set of procedures specific
to the press/printer platform.
Backup and Restore2
Backup and restore selected files, defined by the administrator on site, to enable
a quick recovery in case of a system failure.
Troubleshooting2
Once diagnosis is complete, this enhanced troubleshooting tool provides
instructions for resolution.
1.The remote
HP customer
engineer may work
directly with your
operator, or with
your HP Authorized
Channel Partner.
2.T his feature is
not available on
all printers. Please
contact your sales representative for
further information.
Maintenance Scheduler
Receive alerts when it’s time to initiate routine maintenance. When timely
maintenance is complete, the software indicator schedules the next maintenance
reminder. In addition, this tool keeps a maintenance history report and records
system events, errors, and messages in a local database.
Maintenance wizard2
This friendly wizard guides you through each maintenance task by describing the
relevant parts and providing instructions on how to perform the task using text,
images, illustrations, and video clips.
Messages log2
View a log of all messages and events that were generated or that occurred
during press/printer operation. The messages can be sorted by substrate type,
print mode, and subsystem. Predefined filters find trends based on when the
messages occurred. And, each message includes one-click access to instructions
for resolution.
23
Brochure | HP Graphics Solutions Services
HP Service contact information – Americas
Country
Toll-free numbers
Large Format Production and
Industrial Products
Latex 200/300 Series
Antigua/Barbuda
1-866-460-1086
1-800-711-2884
Argentina
0800-4443432
0-800-555-5000
Barbados
1-866-460-1086
1-800-711-2884
Bolivia
800-10-0550
800-100-193
Brazil
0-800-891-4808
Demais localidades: 0800 709-7751
Para Grande São Paulo: (11) 4004-7751
Chile
1-230-020-2877
800-360-999
Santiago: 562-2-436-2610
Colombia
01-800-9-156-561
01-8000-51-HP INVENT
(01-8000-51-474-68368)
Bogota: 571-602-9191
Costa Rica
0-800-012-1578
0-800-011-0524
Dominican Republic
1-888-751-2447
1-800-711-2884
El Salvador
800-6348
800 6160 or 800-711-2884
Guatemala
1-800-624-0066
1-800-999-5105
Jamaica
1-800-460-1086
1-800-711-2884
Mexico
01 55 5261-1733 / 01 55 52584381
001 800 759 1146
Ciudad de México (DF) 5258-9922
Interior de la República: 01-800-HP INVEN (4746836)
Nicaragua
18002202291
1-800-0164 or 1-800-711-2884
Panama
001-800-507-2159
001-800-711-2884
Paraguay
009-800-441-0136
(009) 800-541-0006
Peru
0-800-53-255
0-800-10111
Puerto Rico
1-866-460-1086
1-877 232 0589 Local:787-474-8570
Trinidad & Tobago
1-800-224-1186
Turks & Caicos
1-866-460-1086
1-800-711-2884
Uruguay
000-413-598-3533
0004-054-177
U.S./Canada
1-800-204-6344
1-(800)-334-5144
Venezuela
0-800-1-00-3791
0-800-HP INVENT (474-68368)
Caracas: 58-212-278-8666
Email For warranty/contract
hpscitex_contact@hp.com
Email For spare parts, remote
service and onsite service quotes
HPscitexTMsup@hp.com
hp.com/go/Scitex
hp.com/go/Latex
Sign up for updates
hp.com/go/getupdated
© Copyright 2015–2016 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. HP shall not be liable for technical or editorial errors or omissions contained herein.
4AA5-2158ENW, May 2016, Rev. 4
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertising