| 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 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. |
| Service Eligibility |
Travel coverage, as specified in Table 1, in countries other than the country of original product purchase is restricted to travel periods and is not valid for permanent deployment in another region. |
| Service Features |
This service is available in the following countries/geographic locations: Africa: Morocco, Nigeria, South Africa Americas: Argentina, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, British Virgin Islands Tortola, Cayman Islands, Canada, Chile, Colombia, Costa Rica, Curacao, Dominican Republic, Ecuador, El Salvador, Guatemala, Guyana, Honduras, Jamaica, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Suriname, Trinidad/Tobago, Uruguay, USA, U.S. Virgin Islands, Venezuela Asia Pacific: Australia, China, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Philippines, Singapore , Taiwan, Thailand Europe: Austria , Albania, the Baltic states, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Kazakhstan, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Russia, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom |
| Shelf life |
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. HP reserves the right to remove the covered product from the Customers location to make the repair. 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" "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 User preventative maintenance" When the Customer is traveling outside the country of purchase, the described support services will be provided only if the country/geographic location where service is requested and delivered is listed as a participating country/geographic location (see the 'Travel coverage' section in Table 1). 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 on some additional locations not listed in that table Onsite support may not be available in all areas of the participating countries/geographic locations, and onsite response times may vary for different areas within these countries/geographic locations. Travel zones and charges may vary in some areas. Contact the local sales office for detailed information on coverage hours, response times, travel zones, and travel charges. If parts needed for the repair, especially specialized language-specific or country-specific parts, are not available, the Customer has the following options: "Postpone the request for service until the Customer has returned to the country where the product was originally purchased Accept the replacement of a defective foreign part with a local part (e.g., English/American keyboard)" Wait for the parts to be shipped from the country of original product purchase Specialized language-specific or country-specific parts such as non-international English keyboards, non-local-language keyboards, or certain localized power supply parts may take at least 3 weeks to ship and clear customs, depending on the country of origin and the country/geographic location of receipt. Services requested outside the country of original product purchase are limited to the base unit only. Services for accessories such as docking stations or port replicators and monitors are provided only in the country of original product purchase. Non-HP-branded options are excluded from this service. Consumable items including, but not limited to, batteries and Tablet PC pens, maintenance kits and other supplies, user maintenance, and non-HP devices are not covered under this service. 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. |
| Travel Zone |
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. |
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Computer Systems
