| Optional Service Features - Accidental damage protection |
For eligible products, specific service levels may be offered with accidental damage from handling protection. Where the accidental damage protection service feature applies, the Customer receives protection against accidental damage from handling to the covered hardware product as part of this service. Accidental damage from handling is defined as physical damage to a product caused by or resulting from a sudden and unforeseen incident, provided such damage occurred in the course of regular use. Covered perils include non-intentional liquid spills in or on the unit, drops, falls, and electrical surge. Covered damage also includes damaged or broken liquid crystal displays (LCDs), and broken parts Additional details and exclusions to the accidental damage protection service feature are detailed in the Service limitations section below. |
| Optional Service Features - Defective media retention |
For eligible products, this service feature option allows the Customer to retain defective hard disk or SSD/Flash drive components that the Customer does not want to relinquish due to sensitive data contained within the disk ('Disk or SSD/Flash Drive') covered under this service. All Disk or SSD/Flash 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 or SSD/Flash Drive covered by the defective media retention service feature option in the event a replacement Disk or SSD/Flash Drive is provided by HP to the Customer. The Customer will retain all defective Disk or SSD/Flash Drives supported by HP under the HP support agreement. |
| Service Level Options - Covers all parts and labor needed to repair your HP product or replacement if it cannot be repaired |
HP provides a return service that includes repair or replacement and return of the defective product, including all parts, labor, and freight. By selecting the HP Return Service option, the Customer assumes responsibility for packaging and shipping or delivering the defective product to an HP designated repair center.HP will return the repaired or replaced product to the Customer's site if it is within the geographic location where the service is provided. Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failure, which may require additional repair time.Turnaround time is measured in elapsed business days from the time the product is received at an HP designated repair center until the time the repaired or replaced product is ready to be returned to the Customer. Turnaround time does not include the time required to return-ship the repaired or replaced product. The Customer may request expedited return shipment for an additional charge, which will be billed to the Customer.The Customer may call the HP Customer Support Center between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Extended telephone support may be available for selected products (times may vary by geographic location). |
| Service Level Options - HP Pickup and Return Service |
HP provides a door-to-door service that includes pickup, repair, or replacement of the defective product, and return of the operational product. Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failures, which may require additional repair time.Turnaround time is measured in elapsed business days from the time the product is picked up at the Customer's site if it is within the geographic location where the service is provided, until the time the repaired product is ready to be returned to the Customer. Turnaround time does not include the time required to return-ship the repaired or replaced product. The Customer may request expedited return shipment for an additional charge, which will be billed to the Customer.The Customer may call the HP Customer Support Center between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Service requests must be received before 12:00 p.m. local time to activate same-day pickup. All other calls will be scheduled for next-business-day pickup. Extended telephone support may be available for selected products (times may vary by geographic location). |
| Service Limitations |
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 that, in the opinion of HP, are required due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify hardware, firmware, or software Services that, in the opinion of HP, are required due to improper treatment or use of the product User preventive maintenance Exclusions to the accidental damage protection service feature option The accidental damage protection service feature provides protection for sudden and unforeseen accidental damage from handling, provided such damage occurred in the course of regular use. It does not provide protection against damage due to: Normal wear and tear, change in color, texture, or finish; gradual deterioration, rust, dust, or corrosion Fire, a vehicular or homeowners accident (in cases in which said accident is covered by an insurance policy or other product warranty), act of nature (including, without limitation, floods), or any other peril originating from outside the product Police action, undeclared or declared war, nuclear incident, or terrorism Reckless, abusive, willful, or intentional conduct associated with handling and use of the product. 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-utilization of protective items during product use, or the treatment of the product(s) that has 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 accidental damage protection service feature Exposure to weather conditions or environmental conditions that are outside of HP specifications; exposure to hazardous (including bio-hazardous) materials; operator negligence; misuse; mishandling; improper electrical power supply; unauthorized repairs or attempts to repair; improper and unauthorized equipment modifications, attachments, or installation. Vandalism; animal or insect damage or infestation; defective batteries; battery leakage; lack of manufacturer-specified maintenance; or improper maintenance (including the use of inappropriate cleansers) Error in product design, construction, programming, or instructions The accidental damage protection service feature does not cover the following: 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 manufacturers specifications and owners manual Any equipment relocated outside the country of purchase and not covered by an HP Care Pack service that includes travel accidental damage protection 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 manufacturers 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, 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 date of purchase of the HP Care Pack service Product obsolescence Eligibility for purchase of the accidental damage protection (ADP) service feature requires the product to be covered by a factory warranty or a warranty extension service with coverage duration equal to or longer than the accidental damage protection service. |
| 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. 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 Perform other reasonable activities to help HP identify or resolve problems, as requested by HP The Customer must ensure that the product is appropriately packaged and prepared for pickup or the chosen method of delivery or shipment to the HP designated repair center. HP may require the Customer to include a print-out of any previously conducted self-test results together with the defective product. It is the Customer's responsibility to back up and remove all personal and/or confidential data from the defective product before it is returned to an HP designated location for repair or replacement; HP is not responsible for data stored on the returned product. For HP Care Pack services that include the accidental damage protection service feature, it is the Customers responsibility to report the accidental damage to HP within thirty (30) days of the incident date so that HP can expedite system repair. HP reserves the right to deny repair for systems under this coverage program for damages on which the incident has been reported more than thirty (30) days after the incident date. With the defective media retention service feature option, in addition to the above Customer responsibilities, Customer must: Remove all Disk or SSD/Flash Drives before the defective product is returned to an HP designated location for repair or replacement; HP is not responsible for data contained on Disk or SSD/Flash Drives Ensure that any Customer sensitive data on the retained Disk or SSD/Flash Drive is destroyed or remains secure Provide HP with identification information for each Disk or SSD/Flash Drive retained hereunder and execute and return to HP a document provided by HP acknowledging Customer's retention of the Disk or SSD/Flash Drives Destroy the retained Disk or SSD/Flash Drive and/or ensure that the Disk Drive is not put into use again Dispose of all retained Disk or SSD/Flash Drives in compliance with applicable environmental laws and regulations For Disk or SSD/Flash Drives supplied by HP to the Customer as loaner, rental, or lease products, the Customer will promptly return the replacement Disk or SSD/Flash 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 or SSD/Flash Drive to HP. |
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Computer Systems
