| Coverage |
HP Hardware Support Onsite Service provides coverage for HP or Compaq branded hardware products and all HP-supplied internal components (such as HP Jetdirect cards, memory, and CD-ROMs), as well as attached HP or Compaq branded accessories purchased together with the main product, such as mouse, keyboard, docking station, and external monitors of 22'' or less. For some servers and storage products, CPUs, disks, and other major internal and external components will be covered if support has been configured accordingly and they are listed in the contract's equipment list (if applicable). For HP Care Pack Services with ''desktop/workstation/thin client/notebook-only'' coverage, external monitors and docking stations will not be covered under the service. Coverage for eligible multivendor systems includes all standard vendor-supplied internal components and the external monitor, keyboard, and mouse. Consumable items including, but not limited to, 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. |
| Service Features |
Once the Customer has placed and HP has acknowledged the receipt of a call as described in 'General provisions', 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 customer-installable 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 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. For hardware incidents that cannot, in HP's judgment, be resolved remotely, an HP authorized representative will provide onsite technical support on covered hardware products to return them to operating condition. For certain printers, PCs, ProLiant servers, Intel Pentium and Xeon processor-based servers, HP point-of-sale (POS) system peripherals, 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. Replacement products are subject to availability; HP cannot guarantee specific replacement products. Replaced products become the property of HP. Work to completion may not apply to onsite support provided for desktop, mobile, and consumer products. Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced. 'Fix-on-Failure': In addition, at time of onsite technical support delivery, HP may: Install available engineering improvements to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP-supplied hardware replacement parts Install available firmware updates defined by HP as non-customer-installable that, in the opinion of HP, are required to return the covered product to operating condition or to maintain supportability by HP and for which the Customer has the required license to use, if applicable 'Fix-on-Request': In addition, HP will install during coverage hours critical firmware updates defined by HP as non-customer-installable at the Customer's request. Critical firmware updates are firmware updates recommended by the HP product division for immediate installation. Notwithstanding anything to the contrary in this document or HPs current standard sales terms, HP will, for select enterprise storage arrays and enterprise tape products, cover and replace defective or depleted batteries that are critical to the proper operation of the covered product. |
| Shelf life |
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 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 For the nc/nx/nw/TC11xx/TC4xxx product families, major parts replacement is limited to three each per year; for all other products, major parts replacement is limited to one each per year. For accidental damage protection coverage, major parts include but are not limited to the screen (LCD), DVD/CD-ROM, motherboard, processor, hard disk drive, and memory. Once the specified limit is reached, the cost of repair for a major part will be charged on a time-and-materials basis. 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 |
| Travel Zone |
All response times apply only to sites located within 100 miles or 160km of an HP designated support hub. Travel to U.S. 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, response times will be adjusted and additional travel charges may apply. For travel to Canadian sites outside the 160 km radius of an HP designated support hub, response times will be adjusted and additional travel charges will be applied. Travel charges will also apply for any site that requires overnight lodging, non-automobile mode of transportation (i.e., airplane), or extraordinary travel circumstances. |
| Optional Service Features - Accidental damage protection |
For eligible products, specific service levels may be offered with protection against accidental damage from handling. When accidental damage protection 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 occurs in the course of regular use. Covered perils include non-intentional liquid spills in or on the unit, drops, falls, and electrical surge, as well as 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. |
| Optional Service Features - Call-to-repair (CTR) time commitment for hardware support |
A call-to-repair time commitment may be selected for eligible products in lieu of an onsite response time. For critical incidents (severity 1 or 2) with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to return the covered hardware to operating condition within the specified call-to-repair time commitment. For noncritical incidents (severity 3 or 4), or at the Customers request, HP will work with the Customer to schedule an agreed-upon time for the remedial action to commence, and the call-to-repair time commitment will then start at that time. Incident severity levels are defined in General Provisions. Call-to-repair time refers to the period of time that begins when the initial call has been received and acknowledged by HP, as specified in General Provisions." Call-to-repair time ends with HP's determination that the hardware is repaired or when the reported event is closed with the explanation that HP has determined it does not currently require onsite intervention. Call-to-repair times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window. Call-to-repair time options available for eligible products are specified in the service-level options table. All CTR times are subject to local availability. Contact a local HP sales office for more info. Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced. HP is not liable for any lost data, and the Customer is responsible for implementing appropriate backup procedures. Verification by HP may be accomplished by the completion of a power-on self-test, standalone diagnostic or visual verification of proper operation. |
| Optional Service Features - Comprehensive defective material retention |
In addition to defective media retention, this service feature option allows the Customer to retain additional components that have been designated by HP as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in the comprehensive defective material retention. The components that can be retained under this service feature are outlined in the document located at www.hp.com/services/cdmr. |
| Optional Service Features - Defective media retention |
For eligible products, this service feature option allows the Customer to retain defective hard disk or eligible 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 eligible SSD/Flash Drives on a covered system must participate in the defective media retention. Notwithstanding anything to the contrary in this document or HPs current standard sales terms, 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 product is delivered by HP to the Customer. The Customer will retain all defective Disk or SSD/Flash Drives supported by HP under the HP support agreement and the Customer remains fully responsible for the protection and privacy of the data residing on the defective Disk or SSD/Flash Drive. |
| Optional Service Features - Enhanced parts inventory management (included with call-to-repair time commitment) |
To support HP call-to-repair time commitments, an inventory of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an HP designated facility. These parts are managed to allow for increased inventory availability and are accessible to HP authorized representatives responding to eligible support requests. |
| Service Level Options - 4-hour response, extended business hours (13x5) |
Service is available 13 hrs per day between 8:00am and 9:00pm local time, Monday-Friday, excl. HP holidays. An HP authorized 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 5:00pm local time, the response time may be carried over to the next coverage window. |
| Service Level Options - 4-hour response, standard business hours (9x5) |
Service is available 9 hours per day between 8:00am and 5:00pm local time, Monday-Friday, excl. HP holidays. An HP authorized 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 1:00p.m. local time, the response time may be carried over to the next coverage day. |
| Service Level Options - 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. An HP authorized 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. |
| Service Level Options - 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 - Friday, excluding HP holidays. An HP authorized 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 on 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. |
| Service Level Options - 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. An HP authorized 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 3 coverage days. |
| Service Limitations |
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 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 For the nc/nx/nw/TC11xx/TC4xxx product families, major parts replacement is limited to three each per year; for all other products, major parts replacement is limited to one each per year. For accidental damage protection coverage, major parts include but are not limited to the screen (LCD), DVD/CD-ROM, motherboard, processor, hard disk drive, and memory. Once the specified limit is reached, the cost of repair for a major part will be charged on a time-and-materials basis. 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 |
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