HP Hardware Support Onsite Service for Consumers

Data sheet
HP Hardware Support Onsite
Service for Consumers
HP Care Pack Services
Service feature highlights
• Remote problem diagnosis and support
• Onsite hardware support
• Replacement parts and materials included
• Service-level options with different coverage
windows
• Service-level options with different onsite
response times
• Service-level options with accidental damage
protection (for eligible products only)
Service overview
HP Hardware Support Onsite Service for Consumers 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 predefined service-level options featuring
several onsite response and coverage window combinations in various durations to address
your specific service needs.
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, 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.
HP will provide telephone assistance for the installation of customerinstallable firmware and Customer Self Repair parts during the service
coverage window.
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 will
acknowledge the receipt of the service request by logging the call, assigning
a case ID, and communicating that case ID to the Customer. HP retains the
right to determine the final resolution of all reported incidents.
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 printers, PCs, 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.
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.
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.
Maximum supported lifetime/maximum usage:
Parts and components that have exceeded their maximum supported
lifetime and/or the maximum usage limitations as set forth in the
manufacturer’s operating manual or the technical product data sheet will
not be provided, repaired, or replaced as part of this service.
Data sheet | HP Hardware Support Onsite Service for
Consumers
Table 1. Service features, continued
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 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 For incidents with covered hardware that cannot be resolved remotely,
hardware support
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. The onsite response
time ends when the HP authorised representative arrives at the Customer’s
site, or when the reported event is closed with 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.
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 nonintentional liquid spills in or on the unit, drops, falls, and electrical
surge. This includes damaged or broken liquid crystal displays (LCDs), or
broken parts. Major parts replacement is subject to certain limitations as
detailed in the “Service limitations” section below.
Accidental damage protection does not provide protection against
normal wear and tear; theft; loss; fires; damage caused by a vehicle
accident; acts of nature (including, without limitation, floods);
mysterious disappearance; misplacement; viruses; reckless, abusive,
willful, or intentional conduct associated with handling and use of the
product; cosmetic damage and/or other damage that does not affect
unit functionality; or damage caused during Customer shipment of
the covered product to or from another location. Other exclusions to
Accidental Damage Protection (ADP)program coverage are detailed
in the “Service limitations” section below. If protective items such as
covers, carrying cases or pouches, etc., were provided or made available
for use with the covered product, it is expected that the Customer
will continually use these product accessories for protection against
damage to the covered product. Abuse is defined as the intentional
non-utilisation of protective items during product use, or the treatment
of the product(s) that have been purchased for use in a harmful, injurious
or offensive manner that may result in its damage. Any resultant damage
from this type of treatment is NOT covered by this ADP program.
Eligibility for purchase of ADP requires that the product be covered by
a factory warranty or a warranty extension service with a coverage
duration equal to or longer than the ADP service.
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Data sheet | HP Hardware Support Onsite Service for
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Table 2. Optional service features, continued
Feature
Delivery specifications
Desktop/Notebookonly coverage
For eligible PC products, the Customer may choose desktop/notebook-only
coverage. Notwithstanding anything to the contrary in this document or the
HP Single Order Terms for Support HP Care Pack, services with this coverage
limitation do not cover the following options and accessories:
•External monitor
•Docking station, cradle, or port replicator
•Any external accessory that is not purchased and included in the original
packaging of the main desktop or notebook product
How-to
A dedicated team of highly trained sprout specialists will provide over the
phone assistance, to make sure everything is running smoothly.
Phone assistance
Monday through Friday, between 08:00 am to 6:00 pm, excluding bank
holidays.
For Sprout by HP
If you need help troubleshooting problems, visit sprout.hp.co.uk/support
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
Standard response
time, standard
business hours (9x5)
Service is available 9 hours per day between 8 a.m. and 5 p.m. local time,
Monday through Friday, excluding HP holidays.
Third-day response,
standard business
hours (9x5)
Service is available 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 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
Service is available 9 hours per day between 8:00 a.m. and 5 p.m. local time,
Monday through Sunday, excluding HP holidays.
Next-day response,
extended business
hours (12x7)
Service is available 12 hours per day between 8:00 a.m. and 8:00 p.m. local
time, Monday through Sunday, including HP holidays.
An HP authorised representative will arrive at the Customer’s site during
the coverage window to begin hardware maintenance services within a
locally defined onsite response time after the service request has been
received and acknowledged by HP. Locally defined onsite response times
can vary from several business days up to several weeks and are dependent
on local capabilities. Calls received outside the coverage window will be
acknowledged the next coverage day and then serviced within the locally
defined onsite response time. For information on the standard onsite
response time that applies to a specific country or geographic region, please
contact a local HP sales office.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service the third coverage
day after the call has been received and acknowledged by HP. Calls received
outside the coverage window will be acknowledged the next coverage day
and serviced within the following three (3) coverage days.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service the next coverage
day after the call has been received and acknowledged by HP. Calls received
outside the coverage window will be acknowledged the next coverage day
and serviced within the following coverage day.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service the next coverage
day after the call has been received and acknowledged by HP. Calls received
outside the coverage window will be acknowledged the next coverage day
and serviced within the following coverage day.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service the next coverage
day after the call has been received and acknowledged by HP. Calls received
outside the coverage window will be acknowledged the next coverage day
and serviced within the following coverage day.
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Data sheet | HP Hardware Support Onsite Service for
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Table 3. Service-level options, continued
Option
Delivery specifications
4-hour response,
standard business
hours (9x5)
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday, excluding HP holidays.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service within 4 hours
after the call has been received and acknowledged by HP. The 4-hour onsite
response time is measured during the coverage window only. For calls
received after 1:00 p.m. local time, the response time may be carried over to
the next coverage window.
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 onsite
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, AC power adapter, and external monitor
screen size of up to 22 inches.
Consumable items including, but not limited to, removable media, customer-replaceable
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.
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.
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Data sheet | HP Hardware Support Onsite Service for
Consumers
The Customer or HP authorised representative must activate the hardware product to be
supported within 10 days of purchase of this service, using the registration instructions
within the Care Pack or the email document provided by HP, or as otherwise directed by HP.
In the event that a covered product changes location, activation and registration (or a proper
adjustment to existing HP registration) is to occur within 10 days of the change.
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.
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 Customer Self Repair parts or replacement products are shipped to resolve
a problem, the Customer is responsible for returning the defective part or product within
a time period designated by HP. In the event that HP does not receive the defective part or
product within the designated time period or if the part or product is physically damaged
upon receipt, the Customer will be required to pay a fee for the defective part or product,
as determined by 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 by HP 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 and meet the call-to-repair time
commitment, if applicable.
In the event that a Customer Self Repair part is provided to return the system to operating
condition, the onsite service level shall not apply. In those cases, HP practice is to express
ship Customer Self Repair parts that are critical to the product operation to the Customer
location. For more detail on the Customer Self Repair process and parts, please refer to:
hp.com/go/selfrepair
An onsite response time will not apply if the service can be delivered using remote diagnosis,
remote support, or other service delivery methods described above.
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
• 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
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Data sheet | HP Hardware Support Onsite Service for
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•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
Exclusions to the accidental damage from handling service feature option
Eligibility for purchase of the accidental damage from handling service feature requires the
product to be covered by a factory warranty or a warranty extension service with a coverage
duration equal to or longer than the accidental damage protection service. The accidental
damage from handling service feature provides protection for operational or mechanical
failure caused by an accident from handling that occurs in the course of the normal intended
use of the product. 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, act of nature (natural disasters such as flooding),
or any other peril originating from outside the product
•Exposure to weather conditions or environmental conditions that are outside of HP
specifications, exposure to hazardous (including biohazardous) materials, biological fluids,
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, 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 reinstallation 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 Care Pack service
•Product obsolescence
•Any equipment relocated outside the country of purchase and not covered by a
Travel + Accidental Damage Protection HP Care Pack
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Data sheet | HP Hardware Support Onsite Service for
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•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 and any willful act to cause damage to the
covered product
Reckless, negligent, abusive, willful, or intentional 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, abusive, willful, or intentional 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 willful or intentional damage to
the product. Any damage resulting from such acts is NOT covered by this accidental damage
from handling service feature.
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HP Services are governed by the applicable HP terms and conditions of service provided or indicated to the Customer at the time of purchase. The
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 an HP product.
© Copyright 2015 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. HP shall not be liable for technical or editorial errors or omissions contained herein.
4AA3-8282EEE, April 2015
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