| Optional Service Features - 4-hour response, 24x7 |
Service is available during the coverage window, 24 hours per day, Monday through Sunday including HP holidays. An HP authorized representative will arrive at the Customer's site any time and day of the year to begin hardware maintenance service within 4 hours of the service request being logged. |
| Optional Service Features - 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 fire, non-intentional liquid spills in or on the unit, drops, falls, collisions, and electrical surge. This includes damaged or broken liquid crystal displays (LCDs), or broken parts. Accidental damage protection does not cover theft, loss, normal wear, consumables, intentional acts of damage, or other exclusions, as detailed in the ''Service limitations'' section. Major parts replacement is subject to certain limitations as detailed in the ''Service limitations'' section. The unit may need to be repaired or replaced at an HP designated location, since not all replacement parts may be available locally. Major parts replacement, as detailed in the ''Service limitations'' section, is limited to one each per year. The unit may need to be repaired or replaced at an HP designated location, since not all replacement parts may be available locally. |
| Optional Service Features - Defective media retention |
For eligible products, this service feature option allows the Customer to retain defective hard disk drive components that the Customer does not want to relinquish due to sensitive data contained within the disk (''Disk Drive'') covered under this service. All Disk 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 Drive covered by the defective media retention service feature option in the event a replacement product is delivered by HP to the Customer. The Customer will retain all defective Disk Drives supported by HP under the HP support agreement. |
| Optional Service Features - Desktop/Workstation/ Thin client/Notebook- only coverage |
For eligible PC products, the Customer may choose desktop/workstation/thin client/notebook-only coverage. HP Care Pack Services with this coverage do not extend the specified service level to the external monitor or docking station. |
| Optional Service Features - Page allowance |
Some printer products may be available with a maximum page allowance. Page count for any given printer is defined as the number of standard pages (printed or plain) that have passed through such printers print engine, as recorded on the test page. Different paper sizes and print options may be associated with different standard page equivalent values in order to calculate the page count. For printers that require HP installation, the contract term begins on the date of installation of such printers at the Customer site. Where page allowances apply, the support coverage ends when either the end of the contract term has been reached or the page count has exceeded the maximum page allowance, whichever occurs first. Where the Customer has exceeded the maximum page allowance before the end of the contract term and unless another agreement term is purchased at that time, any services will be provided at HPs then-current time and materials rate. |
| Service Level Options - 4-hour response, 24x7 |
Service is available during the coverage window, 24 hours per day, Monday through Sunday including HP holidays.An HP authorized representative will arrive at the Customer's site any time and day of the year to begin hardware maintenance service within 4 hours of the service request being logged. Service is available during the coverage window, 24 hours per day, Monday through Sunday including HP holidays.An HP authorized representative will arrive at the Customer's site any time and day of the year to begin hardware maintenance service within 4 hours of the service request being logged. |
| 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 courier of customer-replaceable parts, such as a keyboard, mouse, other parts classified as Customer Self Repair Parts, or an entire replacement unit. HP will determine the appropriate delivery method required to provide effective and timely Customer support. 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. For fully redundant storage technologies (e.g., the XP storage array), the onsite response time applies to critical issues, as reasonably determined by HP, that affect business. Response times for non-critical service requests may vary. Services such as, but not limited to, the following are excluded from this service: 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 Exclusions to the accidental damage protection service feature option Accidental damage protection does not cover the following: Damage caused by failure to provide manufacturer's recommended maintenance or operating specifications Damage due to war or nuclear incident, terrorism, unauthorized attempts to repair the product, use of damaged or defective media Data loss or corruption; business interruptions; obsolescence; cosmetic damage; rust; change in color, texture, or finish; wear and tear; gradual deterioration Error in design, construction, product programming, or instructions to the product Fraud, theft, unexplained or mysterious disappearance, misuse, abuse, or willful act Alteration or modification of the product in any way |
| Customer Responsibilities |
If applicable, the Customer must register the covered hardware and HP Care Pack immediately, using the registration instructions within each package or e-mail document or as otherwise directed by HP. At the sole discretion of HP, service levels with an onsite response time of 4 hours may require installation of remote connectivity tools and equipment. If remote support is available and required on the covered product, the Customer must provide and allow HP remote access in order to receive an onsite response time of 4 hours. The Customer will be required, upon HP request, 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. In cases where Customer Self Repair parts are shipped to resolve a problem, the Customer is responsible for returning the defective part within a time period designated by HP. In the event HP does not receive the defective part within the designated time period or if the part is physically damaged upon receipt, the Customer will be required to pay a fee for the defective part, as determined by HP. The Customer is responsible for registering to use HP's electronic facility in order to gain access to restricted product information and to receive proactive notification or other services available to the Customer. With defective media retention service option, it is the Customer's responsibility to: Retain physical control of Disk Drives at all times during support delivery by HP; HP is not responsible for data contained on Disk Drives Ensure that any Customer sensitive data on the retained Disk Drive is destroyed or remains secure Have an authorized representative present to retain defective Disk Drives, accept replacement Disk Drives, provide HP with identification information for each Disk Drive retained hereunder, and upon HP request, execute a document provided by HP acknowledging the retention of the Disk Drives Destroy the retained Disk Drive and/or ensure that the Disk Drive is not put into use again Dispose of all retained Disk Drives in compliance with applicable environmental laws and regulations For Disk Drives supplied by HP to the Customer as a loaner, rental or lease product, the Customer will promptly return the replacement Disk 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 Drive to HP. |
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Computer Systems
