HP 3 year Next business day Channel Remote Part Laserjet Managed M525 MFP Service
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1. hp com services support Bons Share with colleagues Rate this document Service levels and response times for HP Care Packs may vary depending on your geographic location Service starts on the date of hardware purchase Restrictions and limitations apply For details visit hp com go cpc HP Services are governed by the applicable HP terms and conditions of service provided or indicated to the Customer at the time of purchase The Customer may have additional statutory rights according to applicable local laws and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with an HP product Copyright 2015 Hewlett Packard Development Company L P The information contained herein is subject to change without notice The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein 4AA5 7985EEW April 20152. at the ship to address listed on the contract or an alternate location agreed to by HP during the following Option Delivery specifications Standard parts Replacement parts will arrive based on local standard product lead time delivery time typically between 5 to 7 business days Parts delivery time Replacement parts will arrive during the next business day next business day Parts delivery time Replacement parts will arrive during the second business day second business day Data sheet HP Parts and Remote Service Customer responsibilities If the Customer does not act upon the specified Customer responsibilities at HP s discretion HP or the HP authorised service provider will i not be obligated to deliver the services as described or ii perform such service at the Customer s expense at the prevailing time and material rates The Customer will e Properly package parts sent to HP all packages must reference the HP Parts Exchange Service return account number packages without the appropriate account number may be subject to delay in receipt and acceptance and may be subject to applicable late return fees e Return eligible parts to HP within 30 days of shipment of replacement parts by HP for any advance exchange or pay full country list price for the item s e Issue HP a funding authorisation purchase order for per event charges or prepay per event fees by way of credit card the funding authorisatio
3. Data sheet Boost uptime with fast hardware resolution HP Parts and Remote Service Service feature highlights Service overview Rely on experienced HP service technicians for You re back up and running quickly with a support plan that addresses and resolves remote problem diagnosis and support hardware related issues in a timely manner HP Parts and Remote Service offers access to e Work with HP to replace defective hardware high quality remote assistance and replacement parts for hardware components that are parts eligible and covered We ll ship replacement parts to your specified location before you Expedite access to replacement parts with even return the defective parts to HP Shipping charges are included for standard delivery Advance exchange Choose from a range of different remote support coverage windows and parts delivery times and additional options are available for predetermined time and place delivery You can choose flexibly between several service packages with pre defined service levels or configure additional services to help meet your specific business needs Specifications Table 1 Service features Feature Delivery specifications Remote problem Prior to any parts dispatch HP will work with the Customer to isolate the diagnosis and support hardware incident and to remotely troubleshoot remedy and resolve the incident Regardless of the Customer s coverage window problems with covered hardwar
4. SPECT TO THE CONTENTS OF OR THE DESTRUCTION OF ANY DISK OR SSD FLASH DRIVE RETAINED BY THE CUSTOMER NOTWITHSTANDING ANYTHING IN THE HP SINGLE ORDER TERMS FOR SUPPORT OR THE TECHNICAL DATA SHEET TO THE CONTRARY IN NO EVENT WILL HP ORITS AFFILIATES SUCONTRACTORS OR SUPPLIERS BE LIABLE FOR ANY INCIDENTAL SPECIAL OR CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOSS OF OR MISUSE OF DATA UNDER THIS DEFECTIVE MEDIA RETENTION SERVICE Service eligibility Please check with a local HP authorised representative to find out whether a specific location is eligible for this service Data sheet HP Parts and Remote Service Sign up for updates hp com go getupdated General provisions Other exclusions HP will acknowledge a call by logging a case communicating the case ID to the Customer and confirming the Customer s incident severity the ship to location the parts arrival time requirements and potential additional costs associated with expedited shipping or alternate ship to locations Ordering information Availability of service features and service levels may vary according to local resources and may be restricted to eligible products and geographic locations To obtain further information or to order HP Parts and Remote Service contact a local HP sales representative and reference the following product number HK707AC For more information For more information on HP Services contact any of our worldwide sales offices or visit
5. e can be reported to HP by telephone or via the Web portal as ocally available 24 hours a day 7 days a week Parts exchange Defective parts will be exchanged for replacement parts Replacement parts provided by HP shall be new or functionality equivalent to new in performance Advance exchange HP will confirm prior to the close of standard business hours that the eplacement part will be shipped in advance of HP s receipt of the defective part to meet the selected parts delivery time Choice of parts The parts delivery time is measured from the time HP receives and delivery times acknowledges the call until the time the part is delivered to the Customer at the specified location Orders must be received during standard business days Monday through Friday excluding HP holidays and accepted prior to 5 00 p m local time Orders received after hours will be accepted the next business day Time and Material As part of this service for eligible products only the Customer is entitled Uptime Kit discount o receive a specified fixed percentage discount on the current HP list price for uptime kits ordered by placing a support call to HP The applicable discount percentage is specified in the Customer s contract documentation Uptime kit parts are replacement parts that are not required to resolve a eported incident Uptime parts or parts kits are ordered to establish or increase a Customer owned inventory
6. 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 Data sheet HP Parts and Remote Service Service limitations This service does not include onsite service If the Customer requests onsite service to replace the defective part the Customer must request an HP Time and Material service at the prevailing time and material rates or contact an HP authorised service partner Preventive maintenance parts are excluded from this service Other consumable parts and items or supplies such as but not limited to ink are not covered by this service Standard warranty terms and conditions apply Any services not clearly specified in this document or in an associated Statement of Work are excluded from this service The following activities are excluded from this service e Services that in the opinion of HP are required due to improper treatment or use of the produc e Services that in the opinion of HP are required due to unauthorised attempts by non HP personnel to in
7. n will cover all unreturned and non repairable exchanged parts at full country list price as well as any applicable expediting or restocking charges incurred by the Customer e Provide proof of purchase or import documentation for the part being submitted for exchange if required e Maintain an adequately trained and certified workforce Upon HP s request the Customer will be required to support HP s remote problem resolution efforts The Customer will e Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility e Start self tests and install and run other diagnostic tools and programs e Perform other reasonable activities to help HP identify or resolve problems as requested by HP With the defective media retention service feature option in addition to the above Customer responsibilities the Customer must Retain all Disks or SSD Flash Drives HP is not responsible for data contained on Disks or SSD Flash Drives Ensure that any Customer sensitive data on the retained Disk or DDS 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 the 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
8. of replacement parts Time and Material As part of this service for eligible products only the Customer is entitled to Printhead discount eceive a specified fixed percentage discount on the current HP list price or printhead items that are not covered by this service and are ordered by placing a support call to HP The applicable discount percentage is specified in the Customer s contract documentation Data sheet HP Parts and Remote Service Table 1 Service features continued Feature Delivery specifications Time and Material Onsite Labour discount As part of this service for eligible products only the Customer is entitled to receive a specified fixed percentage discount on the current HP list price for onsite labor provided to the Customer by HP or an authorised representative to perform repairs perform preventive maintenance tasks or perform other technical diagnosis support and maintenance activities Travel related charges are not eligible for the discount The applicable discount percentage is specified in the Customer s contract documentation Table 2 Optional service features Feature Delivery specifications Defective media For eligible products this service feature allows the Customer to retain retention defective Disk or eligible SSD Flash Drive components that the Customer does not want to relinquish due to sensitive data contained within the disk Disk
9. or SSD Flash Drive covered under this service Table 3 Service level options Not all service level options are available on all products The service level options the Customer has chosen will be specified in the Customer s contract documentation Remote support coverage window options Option Delivery specifications Standard business hours Service is available 9 hours per day between 8 00 a m and 5 00 p m local standard business days 9x5 ime Monday through Friday excluding HP holidays 12 hours standard business days 12x5 Service is avai ime Monday ble 12 hours per day between 8 00 a m and 8 00 p m local rough Friday excluding HP holidays oF 18 hours standard business days 18x5 Service is available 18 hours per day between 6 00 a m and midnight local ime Monday through Friday excluding HP holidays 24 hours standard Service is available 24 hours per day Monday through Friday excluding HP business days holidays Coverage extensions The coverage window is extended by applying the selected coverage hours for additional days o additional days of the week including the following e Saturdays excluding HP holidays e Sundays excluding HP holidays e HP holidays should these fall on a day that would otherwise be included in the selected coverage window Replacement parts replacement parts will arrive
10. stall repair maintain or modify hardware firmware or software e Services required due to failure of the Customer to incorporate any system fix repair patch or modification provided to the Customer by HP e Services required due to failure of the Customer to take avoidance action previously advised by HP e Backup recovery and support of the operating system other software and data e Operational testing of applications or additional tests requested or required by the Customer The following are limitations to the defective media retention service feature option e The defective media retention service feature option applies only to Disks or eligible SSD Flash Drives that have not failed e SSD Flash Drives that are not specified by HP as consumable parts and or that have exceeded the maximum supported lifetime and or the maximum usage limit as set forth in the manufacturer s operating manual or the technical data sheet are not eligible for the defective media retention service feature option e Failure rates on Disks or SSD Flash Drives are constantly monitored and HP reserves the right to cancel this service with 30 days notice if HP reasonably believes that the Customer is overusing the defective media retention service feature option such as when replacement of defective Disks or SSD Flash Drives materially exceeds the standard failure rates for the system involved HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH RE
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