HP 4 year Next business day + Defective Media Retention Laserjet Managed M525 MFP HW Support
Contents
1. Exclusions to the accidental damage from handling service feature option Eligibility for purchase of the accidental damage from handling 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 The accidental damage from handling service feature provides protection for operational or mechanical failure caused by an accident from handling which occurs in the course of the normal intended use of the product Except for products where such damage is specifically identified as being covered under the HP limited warranty the HP limited warranty does not cover the following situations and damage due to e Normal wear and tear change in color texture or finish gradual deterioration rust dust or corrosion e Vandalism fire a vehicular or homeowner s accident act of God such as flood natural disaster or any other peril originating from outside the product Damage due to police action undeclared or declared war nuclear incident or terrorism Exposure to weather conditions or environmental conditions that are outside of HP specifications exposure to hazardous including bio hazardous or human or animal bodily fluids materials animal or insect damage or infestation Operator negligence misuse mishandling Improper electrical power supply unauthorized repairs or attempts to2. optional call to repair time commitments To support HP call to repair time commi replacemen is stored at an parts is mai ntained for call HP designated faci for increased inventory availability and a representatives respond ing to eligible su ity These parts are managed ments an inventory of crit to repair Customers This i e accessible to HP au pport requests ical nventory to allow horized Desktop workstation thin client notebook only coverage For eligible PC products thin client no contrary in thi services with accessories External mo Any externa nitor he Customer m ay choose desktop works ation ebook only coverage Notwithstanding anything to the s document or HP s curren his coverage limitation do accessory packaging o product not cover the following op standard sales terms HP Care Pack ions and hat is not purchased and included in the original the main desktop workstation thin client or notebook The docking station or port replicator is covered within the country where the HP Care Pack service was purchased but is not covered outside the country of purchase Page allowance Some prin Page coun er products may be available with a maximum page allowance for any given printer is defined as the number of standard pages printed or plain that have passed through the printer s
3. HP Hardware Support Onsite Return Services Call to repair 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 Products that cannot be resolved remo reasonable efforts to return the Covered within the spe severity 3 or 4 or at the Cus to schedule an agreed upon the call to repair time commitment will then s evels are defined in severity Call to initial ca Genera the hardware explana epair lhas only and window Call to repair time options available for eligible produc able All call to repair times are subject the Service le availability Contact a local HP sales office for more info s considered complete upon HP verification that the ected or that the hardware has been replaced HP is or implementing HP may be accomplished by Repair malfunc not liab app he completio verification of ionh discretion HP o mee 4 hour onsite provisions Call to r ion that HP has dete intervention Call to repair times are measured may be carried over evel of testing unctionally eq he property o will take 30 days f perform necessary audi ime commitment is in effect During this 5 additional business days a cified call to repair time commitment Fo omer s req ime for the vel options as been cor e fo
4. Please contact a local HP representative for further details on requirements specifications and exclusions If the Customer does not deploy the appropriate HP remote support solution HP may not be able to provide he service as defined and is not obligated to do so Additional charges will be applied for onsite installation of non customer installable firmware if the Customer does not deploy the appropriate HP remote support solution in cases where recommended and available Installation of customer installable firmware is the responsibility of the Customer Additional charges will apply if the Customer requests that HP install customer installable firmware and software updates Any additional charges to the Customer will be on a time and materials basis unless otherwise previously agreed in writing by HP and the Customer For Customers with licenses to firmware based software products features implemented in firmware activated by the purchase of a separate software license product or licensed firmware he Customer must also have if available an active HP Software support agreement to receive download install and use related firmware updates HP will provide install or assist the Customer with the installation of firmware updates as previously described in this document only if the Customer has the license to use the related software updates for each system socket processor processor core or end user software license as allo
5. applicable For HP point of sale POS systems and bundled product solutions such as retail solutions kiosks or carts this service covers the base unit as well as attached HP branded peripherals such as cash drawers printers pole displays for monitors and barcode readers or handheld scanners that have been sold as part of the POS or bundled product solution 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 removable media customer replaceable 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 HP Notebook and Tablet long life batteries are covered for up to 3 years For replacement parts and components that are discontinued an upgrade path may be required Upgrades for discontinued parts or components may in some cases result in additional charges to the Customer HP will work with the Customer to recommend a replacement Not all components will have available replacements in all countries due to local support capabilities For ProLiant servers and storage systems the service on the main product covers HP branded hardware options not designated by HP as requiring separate coverage that are qualified for the server purchased at the same time or afterward and internal to the enclosure The serv
6. been received and acknowledged by HP Locally defined onsite response times can vary from several business days u p to several weeks and are dependent on local capabilities Calls received ou side the coverage window will be acknowledged 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 Third day response standard business hours 9x5 Service is available 9 hours per day be ween 8 00 a m and 5 00 p m local time Monday through Friday excluding HP holidays An HP authorized representative will a the coverage window to begin hardwa locally defined onsite response time a rrive at the Customer s site during e maintenance services within a ter the service request has been received and acknowledged by HP Locally defined onsite response times can vary from several business days u on local capabilities Calls received ou p to several weeks and are dependent side the coverage window will be acknowledged 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 specifi contact a local HP sales office c country or geographic region please Next day response standard business hours 9x5
7. condition within 6 hours after the call has been received and acknowledged by HP 24 hour call to repair Service is available 24 hours per day Monday through Sunday including HP 24x7 holidays For critical incidents with Covered Products HP will use commercially reasonable efforts to return the Covered Product to operating condition within 24 hours after the call has been received and acknowledged by HP 5 h Coverage This service provides coverage for eligible HP or Compaq branded Covered Products and HP supported and supplied internal components such as memory and DVD ROM drives as well as attached HP or Compaq branded accessories purchased together with the main product such as mouse keyboard docking station AC power adapter and external monitor up to 22 inches or less in size Notwithstanding anything in this document service purchased on the main product does not extend to all options Service coverage for certain options must be configured and purchased separately otherwise standard warranty terms apply For a complete list of the HP ProLiant and BladeSystem options that require separate service coverage please visit hp com go excludedoptions For some servers and storage products CPUs disks options 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
8. effect unless specifically documented otherwise in the country of purchase The cost of repair for any additional ADP claims will be charged on a time and materials basis WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES INCLUDING BUT NOT LIMITED TO PROPERTY DAMAGE LOST TIME OR LOST DATA RESULTING FROM THE FAILURE OF ANY PRODUCT OR EQUIPMENT OR FROM DELAYS IN SERVICE OR THE INABILITY TO RENDER SERVICE 11 12 Data sheet HP Hardware Support Onsite Return Services HP reserves the right to physically audit your product and or collaborate with the Customer to validate a claim submitted for accidental damage from handling HP may at its sole discretion elect to replace HP products in lieu of repairing them The Covered Product becomes the property of HP and must be returned to HP or HP designee at HP expense HP reserves the right to replace the product with a remanufactured or refurbished product Technological advances may result in a replacement product with a lower selling price than the original product HP reserves the right to deny acceptance of requests to purchase the accidental damage from handling service feature at its sole discretion Limitations to the defective media retention service feature option The defective media retention service feature option applies only to Disk or eligible SSD Flash Drives replaced by HP due to malfunction It does not apply to any exchange of Disk
9. for next day response standard business hours 9x5 e HA103Ax for 4 hour response extended business hours 13x5 HA104Ax for 4 hour response 24x7 HA105Ax for 6 hour call to repair 24x7 Depending on the point of purchase and the requested service level option other product numbers may apply Please consult a local HP representative or HP reseller regarding which product number will best meet your specific needs For more information For more information on HP Services contact any of our worldwide sales offices or resellers or visit one of the following websites HP support services hp com services support HP Care Pack services hp com services carepack Hon Share with colleagues Rate this document HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 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 your HP Product 2014 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 t
10. o Uplift Zone 5 201 300 miles 321 480km 2 additional business days Custom Quoted based on actual ravel charges Zone 6 Beyond 300 miles 480km Not Available Custom Quoted based on actual ravel charges Zone Distance from 4 hour Onsite 6 hour Hardware Travel Zone HP Support Response Time Call to Repair Charges Responsible Time Office Commitment Zones 0 to2 0 50 miles 4 hours 6 hours No Uplift 0 80 km Zone 3 51 100 miles 4 hours 8 hours No Uplift 81 160km Zone 4 101 200 miles 8 hours Not Available No Uplift 161 320km Zone 5 201 300 miles Not Available Not Available Custom Quoted 321 480km based on actual travel charges Zone 6 Beyond Not Available Not Available Custom Quoted 300 miles based on actual 480km travel charges 13 Data sheet HP Hardware Support Onsite Return Services Sign up for updates hp com go getupdated Ordering information All units and options with individually sold HP Care Pack services must be ordered with the same service level as the product they are contained in if that service level is available for those units and options 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 Hardware Support Onsite Service contact a local HP sales representative and reference the following product numbers x denotes the service length in years e HA101Ax
11. repair improper and unauthorized equipment modifications attachments or installation defective batteries battery leakage lack of manufacturer specified maintenance including the use of inappropriate cleansers e Error in product design construction programming or instructions e 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 manufacturer s specifications and owner s manual e Theft loss mysterious disappearance or misplacement Data loss or corruption business interruptions e 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 e Accidental or other damage to the product that is cosmetic in nature meaning damage that does not impact operation and functioning of the computer including damage to case or cabinetry or other non operating parts or components which does not affect the functionality of the Covered Product Data sheet HP Hardware Support Onsite Return Services 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 manufacturer s w
12. 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 Onsite hardware For hardware incidents that cannot in HP s judgment be resolved remotely support an HP authorized representative will provide onsite technical support on Covered Products to return them to operating condition For certain Covered 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 Replaced products become the property of HP Once an HP authorized representative arrives at the Customer s site the representative will continue to deliver the service either onsite or remotely at the discretion of HP until the products are repaired Work may be temporarily suspended if parts or additional resources are required but work will resume when they become available To ensure high service quality and quick turnaround time is provided the level of damage will determine whether the unit can be repaired onsite Data sheet HP Hardware Support Onsite Return Services Feature Delivery specifications if onsite offering is included in coverage or should be returned to the HP repair depot for service Onsite repairs may occasionally nece
13. Data sheet HP Hardware Support Onsite Return Services HP Care Pack Services servicebenents eee Service overview Remote problem diagnosis and support Onsite hardware support HP Hardware Support Onsite Service provides high quality remote assistance and onsite Replacement parts and materials included support for your Covered Product helping you to improve product uptime The Covered Product is your notebook all in one desktop or tablet computer identified on your invoice or order confirmation that is the subject of this HP Care Pack Service Service level options with different coverage windows Service level options with different onsite f You have the flexibility to choose between multiple predefined service level options featuring response time for hardware support several onsite response or call to repair time and coverage window combinations in various Escalation management durations to address your specific service needs Access to electronic support information a and services Service level options with call to repair times provide IT managers with support specialists who will quickly begin troubleshooting the system to help return the hardware to operating condition within a specified timeframe e HP electronic remote support solution for eligible products only Accidental damage protection optional Specifications for eligible products only Defective m
14. Service is available 9 hours per day be time Monday through Friday excluding HP holidays An HP authorized representative will a coverage window to begin hardware maintenance service tween 8 00 a m and 5 00 p m local rrive at the Customer s site during the he next coverage day after the call has been received and acknowledged by HP Calls received outside the coverage window will be a and serviced within the following cove cknowledged the next coverage day rage day 4 hour response standard business hours 9x5 Service is available 9 hours per day be time Monday through Friday excluding HP holidays An HP authorized representative will a tween 8 00 a m and 5 00 p m local rrive 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 00 p m local time the response time may be carried over to the next coverage window 4 hour response extended business hours 13x5 Service is available 13 hours per day b time Monday through Friday excluding HP holidays etween 8 00 a m and 9 00 p m local 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 h
15. arranty recal bulletins ocation kind databases files drivers source code object code or proprietary data any L or factory e Damage caused during the Customer s shipment of the Covered Product to or from another Damage to hardware software media data etc stemming from causes including but not imited to viruses application programs network programs upgrades formatting of any support configuration installation or reinstallation of any software or data or use of damaged or defective media e Any and all pre existing conditions that occurred i e took place the HP Care Pac prior to the purchase date of service in addition a 30 day waiting period must be observed for Care Packs purchased more than 30 days after the HW purchase before a claim can be filed with HP Product obsolescence e Any equipment relocated outside the country of purchase and not covered by a Accidental Damage Protection HP Care Pack Travel e Damaged or defective LCD screens when the failure is caused by abuse or is otherwise excluded herein e Intentional damage that results in a cracked or damaged computer display screen or damaged monitor e Alteration or modification of the Covered Product in any way e Unexplained or mysterious disappearance and any willful act to cause damage Product Reckless negligent abusive willful or intentional conduct while handling or us o the Cover
16. as been received and acknowledged by HP The 4 hour onsite response time is measured during the coverage window only For calls received after 5 00 p m local time the response time may be carried over to the next coverage window 4 hour response extended business hours 13x7 Service is available 13 hours per day b time Monday through Sunday including HP holidays etween 8 00 a m and 9 00 p m local 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 response time is measured during the coverage 5 00 p m local time the response tim coverage window window only For calls received after e may be carried over to the next 4 hour response 24x7 Service is available 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 after the callhas been received and acknowledged by HP Data sheet HP Hardware Support Onsite Return Services 6 hour call to repair Service is available 24 hours per day Monday through Sunday including HP 24x7 holidays For critical incidents with Covered Products HP will use commercially reasonable efforts to return the Covered Products to operating
17. d as described in General provisions until the next day for which the Customer has a coverage window Coverage window options available for eligible products are specified in the Service level options table All coverage windows are subject to local availability Contact a local HP sales office for detailed information on service availability Onsite response time for hardware support For incidents with Covered Products that cannot be resolved remotely HP will use commercially reasonable efforts to respond onsite within the specified onsite response time Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP as described in General provisions The onsite response time ends when the HP authorized representative arrives at the Customer s site or when the reported event is closed with explanation that HP has determined it does not currently require an onsite intervention Response times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window Response time options available for eligible products are specified in the Service level options table All response times are subject to local availability Contact a local HP sales office for detailed information on service availability Data sheet HP Hardware Support Onsite Return Services Escalation manage
18. dge a call by logging a case communicating the case ID to the Customer and confirming the Customer s incident severity and time requirements for commencement of remedial action Note For events received via the HP electronic remote support solutions HP is required to contact the Customer determine the incident severity with the Customer and arrange access to the system before the hardware call to repair time or hardware onsite response time period can start Incident severity is defined as e Severity 1 Critical Down for example production environment down production system or production application down at severe risk data corruption loss or risk business severely affected safety issues e Severity 2 Critically Degraded for example production environment severely impaired production system or production application interrupted compromised risk of recurrence significant impact on business e Severity 3 Normal for example non production system e g test system down or degraded production system or production application degraded with workaround in place non critical functionality lost limited impact on the business e Severity 4 Low for example no business or user impact Data sheet HP Hardware Support Onsite Return Services Travel zones Travel to 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 mi
19. e commitments the Customer must install the appropriate HP remote suppor solution with a secure connection to HP and provide all necessary resources according to the HP remote support solution release notes in order to enable the delivery of the service and options When an HP remote support solution is installed the Customer must also maintain the contact details configured in the remote support solution that HP will use in responding to a device failure Please contact a local HP representative for further details on requirements specifications and exclusions Upon HP s request the Customer will be required 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 e Start self tests and install and run other diagnostic tools and programs e Install customer installable firmware updates and patches e 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 The Customer agrees to pay additional charges if the Customer requests that HP install customer installable firmware updates or patches Any additional charges to
20. echnical or editorial errors or omissions contained herein 5982 6547ENUS April 2015 Rev 13
21. ed ing the product Abuse is defined as the intentional non utilization of protective items during product use or the treatment and use of the Covered Product s in a harmful injurious or offensive manner that may result in its damage and any willful or intentional damage to he product e If protective items such as covers carrying cases or pouches etc were provided or made available for use with the Covered Product the Customer must continually use accessories to be eligible for protection under this accidental damage coverage hese product service Limitations to the accidental damage from handling service feature option The total amount tha accidenta HP will pay for repairs or replacement made in connection with all claims for damage from handling on any Covered Product shall not exceed the purchase price of that Covered Product excluding tax and shipping In the event that HP ITS AFFILIATES SUPPLIERS CONTRACTORS RESELLERS OR SERVICE PROVIDERS make repairs which in the aggregate are equal to the purchase price of the Covered Product or replace the Covered Product rebuilt or refurbished product of equal or similar features and functionality HP will with a new have no further obligations under this HP Care Pack Service agreement regarding claims for accidental damage from handling for such Covered Product but all other aspects of the HP Ca purchased will remain re Pack Service in
22. edia retention optional fo eligible products only Table 1 Service features Call to repair time commitment in lieu of Feature Delivery specifications onsite response time for hardware support optional for eligible products only Remote problem Once the Customer has placed and HP has acknowledged the receipt of a call diagnosis and support as described in General provisions HP will work during the coverage window Enhanced parts inventory management to isolate the hardware incident and to remotely troubleshoot remedy and included with select optional call to repair resolve the incident with the Customer Prior to any onsite assistance HP time commitments may initiate and perform remote diagnostics using electronic remote support Desktop workstation thin client notebook solutions to access Covered Products or HP may use other means available only coverage optional for eligible products to facilitate remote incident resolution only HP will provide telephone assistance for the installation of customer installable firmware and Customer Self Repair parts during the service Page allowance optional for eligible coverage window products only Regardless of the Customer s coverage window incidents with Covered Products 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
23. eement order and is subject to resource availability Call to repair time commitments and onsite response times do not apply to the repair or replacement of defective or depleted batteries for selected enterprise storage arrays and enterprise tape products A call to repair time commitment does not apply when the Customer chooses to have HP prolong diagnosis rather than execute recommended recovery procedures 10 Data sheet HP Hardware Support Onsite Return Services If the Customer requests scheduled service the call to repair time period begins at the agreed upon scheduled time The following activities are excluded from this service Backup recovery and support of the operating system other software and data Operational testing of applications or additional tests requested or required by the Customer e Troubleshooting for interconnectivity or compatibility problems e Support for network related problems e 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 e Services that in the opinion of HP are required due to improper treatment or use of the product 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
24. ge from handling includes non intentional liquid spills in or on the unit accidental drops or falls during the handling of the unit from not more than fifteen feet or five meters and electrical surge that damages the Covered Product s circuitry Additional details and exclusions pertaining to the accidental damage protection service feature are detailed in the Service limitations section Defective media retention For eligible products this service feature option allows the Customer to retain defective hard d the Customer does no within the disk Disk o or eligible SSD Flash Drives on a covered system must participate in the defective media reten possession and title o defective media reten document or HP s curr isk or eligible SSD Flash Drive components that want to relinquish due to sensitive data contained r SSD Flash Drive covered under this service All Disk ion Notwithstanding anything to the contrary in this ent standard sales terms HP waives the right to take a defective Disk or SSD Flash Drive covered by the ion 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 Data sheet
25. ice also covers external monitors up to 22 inches in size and tower UPS products during their supported life of up to 5 years beyond sales discontinuance These items will be covered at the same service level as the main product ioe For BladeSystem enclosures this service covers the enclosure power supplies fans enclosure devices and options not designated by HP as requiring separate coverage For ProLiant servers storage or BladeSystem enclosures installed within a rack the service also covers all HP qualified rack options not designated by HP as requiring separate coverage Coverage includes UPS products not exceeding 12 kVA KVM switch console and PDU installed within the same rack during their supported life of up to 5 years beyond sales discontinuance The UPS battery is covered separately under its own warranty terms and conditions Data sheet HP Hardware Support Onsite Return Services Prerequisites HP at its sole discretion may require an audit on the Covered Products If such an audit is required an HP authorized representative will contact the Customer and the Customer will agree to arrange for an audit to be performed within the initial 30 day timeframe During the audit key system configuration information is collected and an inventory of the Covered Products is performed The information gathered in the audit enables HP to plan and maintain replacement part inventories at the appropriate level and locatio
26. l solutions kiosks or carts service may be provided onsite for the base unit only Service for attached peripherals will be provided by shipping replacement parts or entire replacement products for Customer Self Repair or installation by the technical courier delivering the part or product If an upfront audit is required by HP the hardware call to repair time commitment will not take effect until five 5 business days after the audit has been completed In addition HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe The following activities or situations will suspend the call to repair time calculation if applicable until they are completed or resolved e Any Customer or third party actions or inaction impacting the repair process e Any automated or manual recovery processes triggered by the hardware malfunction such as disk mechanism rebuild sparing procedures or data integrity protection measures Any other activities not specific to the hardware repair but required to verify that the hardware malfunction has been corrected such as rebooting the operating system HP reserves the right to modify the call to repair time commitment as it applies to the Customer s specific product configuration location and environment This is established at the time of the support agr
27. les 320 km from the HP designated support hub there will be an ad ditional travel charge Travel zones and charges if applicable may vary in some geographic locations Response times to sites located more than 100 mi response times for extended travel as shown in the table below A 6 hour call to repair time con es 160 km from an HP designated support hub will have modified nmitment is available for sites located within 50 miles 80 km of an HP designated support hub For sites that are located within 51 to 100 miles 81 to 161 km of an HP designated support hub an shown in the table below adjusted hardware call to repair time commitment applies as The 6 hour hardware call to repair time commitment is not available for sites located more than 100 miles 160 km from an HP d Other call esignated support hub o repair times are subject to adjustment for sites located more than 100 miles from an HP designated support hub Travel zones and charges if applicable may vary in some geographic locations For more information on travel zones contact a local HP sales office Zone Distance from HP Support Next Business day Travel Zone Responsible Office Onsite Response Time Charges Zones 0 to 2 0 50 miles 0 80 km Next business day o Uplift Zone 3 51 100 miles 81 160km Next business day o Uplift Zone 4 101 200 miles 161 320km 1 additional business day
28. loaned rented or leased Disk or SSD Flash Drive to HP and HP shall not be responsible for maintaining the confidentiality or privacy of any sensitive data that remains on such Disk or SSD Flash Drive 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 a courier of customer replaceable parts such as a keyboard a mouse or if agreed by the Customer other parts classified by HP as Customer Self Repair parts or an entire replacement product HP will determine the appropriate delivery method required to provide effective and timely Customer support and meet the call to repair time commitment if applicable If the Customer agrees to the recommended Customer Self Repair CSR and a CSR part is provided to return the system to operating condition the onsite service level shall not apply In those cases HP practice is to express ship Customer Self Repair parts that are critical to the product operation to the Customer location For more details on the Customer Self Repair process and parts please refer to hp com go selfrepair 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 HP POS systems and bundled product solutions such as retai
29. ment HP has established formal escalation procedures to facilitate the resolution of complex incidents Local HP management coordinates incident escalation enlisting the skills of appropriate HP resources and or selected third parties to assist with problem solving Access to electronic support information and services As part of this service electronic and Web based tools The Customer has access to HP provides access to certain commercially available e Certain capabilities that are made available to registered users such as downloading selected HP firmware or patches which may require additional entitlement through egistered users e Certa HP Software support agreements subscribing to hardware related proactive service notifications and participating in support forums for solving problems and sharing best practices with other Expanded Web based searches of entitled technical support documents to acilitate faster problem solving n HP proprietary service diagnostic tools with password access A Web based tool for submitting questions directly to HP The tool helps to esolve problems quickly with a pre qualification process that routes the support or service request to the resource qualified to answer the question The tool also allows the status of each support or service request submitted o be viewed including cases submitted by telephone e Search of HP and third
30. n and allows HP to survey and troubleshoot possible future hardware incidents so that repairs can be completed as quickly and efficiently as possible At the sole discretion of HP the audit may be performed onsite via remote system access via remote audit tools or over the phone f an audit is required by HP it will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call to repair ime commitment can be put in effect The hardware call to repair time commitment will not take effect until five 5 business days after the audit has been completed Until such time service for he Covered Product will be delivered at a 4 hour onsite response time service level n addition HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within he specified timeframe unless the delay is caused by HP For hardware onsite response time options HP strongly recommends that the Customer install and operate the appropriate HP remote support solution with a secure connection to HP in order to enable the delivery of the service For hardware call to repair time commitments HP requires that the Customer install and operate the appropriate HP remote support solution with a secure connection to HP in order to enable the delivery of the service
31. or SSD Flash Drives that have not failed SSD Flash Drives that are 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 the product QuickSpecs or the technical data sheet are not eligible for the defective media retention service feature option Defective media retention service coverage for options designated by HP as requiring separate coverage if available must be configured and purchased separately Failure rates on Disk 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 Disk or SSD Flash Drives materially exceeds the standard failure rates for the system involved HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE CONTENTS OF OR THE DESTRUCTION OF ANY DISK OR SSD FLASH DRIVE RETAINED BY THE CUSTOMER NOTWITHSTANDING ANYTHING IN HP S CURRENT STANDARD SALES TERMS OR THE TECHNICAL DATA SHEET TO THE CONTRARY IN NO EVENT WILL HP OR ITS AFFILIATES SUBCONTRACTORS 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 General provisions Other exclusions HP will acknowle
32. party hosted knowledge databases for certain hird party products in order to retrieve product information get answers o support questions and participate in support forums This service may be imited by third party access restrictions HP electronic remote support solution For eligible products the HP electronic remote support solution provides robust troubleshooting and repair capabilities It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history An HP support specialist will only use the remote system access with the Customer s authorization The remote system access may enable the HP support specialist to provide more efficient troubleshooting and faster problem resolution Specifications optional Table 2 Optional service features Feature Delivery specifications Accidental damage For eligible Covered Products specific service levels may be offered with protection protection against accidental damage from handling If accidental damage protection was purchased the Customer receives protection against accidental damage from handling for the Covered Product as part of this service Accidental damage is defined as operational or mechanical failure caused by an accident from handling which occurs in the course of the normal intended use of the Covered Product Coverage for accidental dama
33. print engine as recorded on the tes associated calculating the page count For printers that require HP insta ion of such printers at the Customer site of installa Where page allowances apply the support coverage ends whe end of the contract term has been reached or the page count has exceeded the maximum page allowance whicheve exceed any further services provided du rent time and materials rate unless the Customer pu he time the services are provided then cu another HP Care Pack service by lation the contract term begi page Different paper sizes and print options may be with different standard page equivalent values for purposes of ns on the date n either the r occurs first Should the Customer he maximum page allowance before the end of the contract term ing the contract term will be billed at HP s rchases Data sheet HP Hardware Support Onsite Return Services Specifications optional Table 3 Optional service features Option Delivery specifications Standard response time standard business hours 9x5 Service is available 9 hours per day be ween 8 00 a m and 5 00 p m local time Monday through Friday excluding HP holidays An HP authorized representative will a the coverage window to begin hardwa locally defined onsite response time a rrive at the Customer s site during e maintenance services within a ter the service request has
34. product accessories to be eligible for protection under this accidental damage coverage service With the defective media retention service feature option it is the Customer s responsibility to e Retain physical control of Disk or SSD Flash Drives at all times during support delivery by HP HP is not responsible for data contained on Disk or SSD Flash Drives e Ensure that any Customer sensitive data on the retained Disk or SSD Flash Drive is destroyed or remains secure e Have an authorized representative present to retain defective Disk or SSD Flash Drives accept replacement Disk or SSD Flash Drives provide HP with identification information for each Disk or SSD Flash Drive retained hereunder and upon HP request execute a document provided by HP acknowledging the retention of the Disk or SSD Flash Drives Data sheet HP Hardware Support Onsite Return Services e Destroy the retained Disk or SSD Flash Drive and or ensure that the Disk or SSD Flash 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
35. r any lost data and the Customer is opriate backup procedures Verificat n of a power on self test s proper operation At its so may temporarily or perma the repair time commitment Replacem uivalent to new in performance HP om the time this ser s and processes ter the audi response time General provisions time refers to the period of time been received and acknowledged epair time ends with is repaired or when the reported even mined it does not cu o the next day for which t necessary to verify that the hardware is Produc noncritical uest HP will work with the ely HP will use commercially to operating condition incidents Customer remedial action to commence and arta hat begins when the SC during s are specifi mation esponsible ion by that time Incident by HP as specified in HP s determination that osed with the ently require onsite he coverage window here exists a coverage edin o local hardware tand alone diagnostic or visual e discretion HP wi epaired A he produc nently replace Replaced products b vice is purchased to se before the hardware call t initial 30 day period and is completed HP will prov l determine the its sole in order ent products are new or ecome up and o repair or up to idea Enhanced parts inventory management included with select
36. ssitate the Service Provider to bring the unit back to their shop for repairs 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 the time of onsite technical support delivery HP may e Install available engineering improvements to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP supplied hardware replacement parts 5 e 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 at the Customer s request HP will install during coverage hours critical firmware updates defined by HP as non customer installable and for which the Customer has the required license to use if applicable Critical firmware updates are firmware updates recommended by the HP product division for immediate installation Notwithstanding anything to the contrary in this document or HP s current standard sales terms HP will for select enterprise storage arrays and enterprise tape products cover and replace defecti
37. the Customer will be ona time and materials basis unless otherwise previously agreed in writing by HP and the Customer n cases where Customer Self Repair parts or replacement products are shipped to resolve a problem the Customer is responsible for returning the defective part or product within a time period designated by HP In the event HP does not receive the defective part or product within the designated time period or if the part or product is degaussed or otherwise physically damaged upon receipt the Customer will be required to pay the HP list price less any applicable discounts for the defective part or product as determined by HP For HP Care Pack services that include the accidental damage from handling service feature It is the Customer s responsibility to report the accidental damage to HP within 30 days of the incident date so that HP can expedite system repair HP reserves the right to deny repair under this coverage program for damages to systems on which the incident has been reported more than 30 days after the incident date The use of this coverage requires an explanation of where and when the accident occurred as well as a detailed description of the actual event Failure to provide this information will result in claim denial If protective items such as covers carrying cases or pouches etc were provided or made available for use with the Covered Product the Customer must continually use these
38. ve or depleted batteries that are critical to the proper operation of the Covered Product Replacement parts and materials HP will provide HP supported replacement parts and materials necessary to maintain the Covered Product in operating condition including parts and materials for available and recommended engineering improvements Replacement parts provided by HP shall be new or functionally equivalent to new in performance Replaced parts become the property of HP Customers who wish to retain degauss or otherwise physically destroy replaced parts will be billed and required to pay the list price less any applicable discounts for the replacement part Supplies and consumable parts are not supported and will not be provided as part of this service standard warranty terms and conditions apply to supplies and consumable parts Maximum supported lifetime maximum usage Parts and components that have exceeded their maximum supported lifetime and or the maximum usage limitations as set forth in the manufacturer s operating manual product QuickSpecs or the technical product data sheet will not be provided repaired or replaced as part of this service Coverage window The coverage window specifies the time during which the described services are delivered onsite or remotely Calls received outside this coverage window will be logged at the time the callis placed to HP but will not be acknowledge
39. wed by the original HP or original manufacturer software license terms Customer responsibilities If the Customer does not act upon the specified Customer responsibilities at HP s discretion HP or the HP authorized service provider will i not be obligated to deliver the services as described or ii perform such services at the Customer s expense at the prevailing time and materia rates If required by HP the Customer or HP authorized representative must activate the hardware product to be supported within 10 days of purchase of this service using the registration instructions within the Care Pack or the email document provided by HP or as otherwise directed by HP In the event that a Covered Product changes location activation and registration or a proper adjustment to existing HP registration is to occur within 10 days of the change The call to repair time commitment is subject to the Customer providing immediate and unrestricted access to the system as requested by HP The call to repair time commitment does not apply when system access including physical remote troubleshooting and hardware diagnostic assessments is delayed or denied If the Customer requests scheduled service the Data sheet HP Hardware Support Onsite Return Services call to repair time period begins at the agreed upon scheduled time For hardware onsite response time options HP strongly recommends and for hardware call to repair tim
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