| Coverage |
This service provides coverage for all standard accessories included with the HP base product part number and all HP-supplied internal components (such as HP Jetdirect cards, memory, and CD-ROM drives). Consumable items including, but not limited to, batteries and Tablet PC pens, maintenance kits and other supplies, non-HP devices, and accessories purchased in addition to the base product, such as docking stations and port replicators, are not covered by this service. Service is limited to the continental United States and selected areas of Alaska and Hawaii. Most areas within the continental United States can be serviced the next day. Add 1 to 2 days for service in Alaska and Hawaii. Customers may check with a local HP authorized representative to find out whether their product or location is eligible for this service. Coverage limitations One-time Hardware Replacement: For selected Care Packs, service coverage is limited both by a length of time as well as by a usage limit of the hardware exchange service feature. For one-time hardware replacement, all service coverage (including remote support) will terminate when the covered hardware is exchanged or when the term expires, whichever occurs first. |
| Service Features |
When experiencing a problem, the Customer must first place a call to a designated support telephone number. HP will provide basic telephone technical assistance with installation, product configuration, setup, and problem resolution. Prior to scheduling a unit exchange, HP may ask the Customer to provide relevant information, start diagnostic tools, and perform other supporting activities, at the request of HP. If, in the judgment of HP, the problem cannot be resolved remotely, HP will replace the defective product or the customer-replaceable part with a product or part that is new or equivalent to new in performance, but may have minor cosmetic defects. HP will ship the replacement product in a container suitable for returning the defective product to HP. Instructions and a prepaid shipping label for the return of the failed product will be included in the replacement products shipping container. The location from which the defective product is returned must not require the defective product to ship through international customs. At HPs discretion, HP may elect to collect failed product at the Customer's location (may vary by geographic location). The coverage window specifies the time during which the described services are delivered. Service is available between 8:00 a.m. and 5:00 p.m. local time, HP standard business days, excluding HP holidays. As part of this service, HP provides access to certain commercially available electronic and Web-based tools. The Customer has access to: |
| Shelf life |
At the discretion of HP, service will be provided using a combination of remote diagnosis and support, shipment of a replacement product, or other service delivery methods. Other service delivery methods may include the shipment of customer-replaceable parts, such as a keyboard, mouse, or other parts classified as Customer Self Repair parts. HP will determine the appropriate delivery method required in order to provide effective and timely Customer support. |
|
