HP 2 year Next business day + Defective Media Retention Latex370-64 Viking 1 Kit SMK3 Hardware Support
Contents
1. Fo eceived after 1 00 p m local time the response time may be ca indow p m local An HP authorised representative will arrive at the Customer s site during he coverage window to begin hardware maintenance service wi hin 4 hours hour onsite calls ried over 4 hour response extended business hours 13x5 ime Monday through after the call has been o the next coverage w Friday excluding HP holidays eceived and acknowledged by HP The 4 esponse time is measured during the coverage window only Fo eceived after 5 00 p m local time the response time may be ca indow Service is available 13 hours per day between 8 00 a m and 9 00 p m local An HP authorised representative will arrive at the Customer s site during he coverage window to begin hardware maintenance service wi hin 4 hours hour onsite calls ried over 4 hour response standard business hours 9x7 o the next coverage w An HP authorised representative wi he coverage window to begin hardware maintenance service wi after the call has been received and acknowledged by HP The 4 esponse time is measured during the coverage window only Fo eceived after 1 00 p m local time the response time may be carried over Service is available 9 hours per day between 8 00 a m and 5 00 ime Monday through Sunday including HP holidays indow p m local arrive at the Customer s site during hin 4 hours hour onsite2. acknowledged the next coverage day and serviced within the following coverage day Except in certain African Eastern European and Middle Eastern Countries where onsite response time can vary from several business days up to several weeks and are dependent on local service delivery capabilities For information about standard onsite response time applicable to specific countries please contact a HP local sales office or HP authorised representative Next business day onsite response time is not available in all countries Data sheet HP Hardware Support Onsite Service Next day response standard business Hours 9x7 Service is available 9 hours per day between 8 00 a m and 5 00 time Monday through Sunday including HP holidays p m local An HP authorised 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 4 hour response standard business hours 9x5 Service is available 9 hours per day between 8 00 a m and 5 00 ime Monday through after the call has been o the next coverage w Friday excluding HP holidays eceived and acknowledged by HP The 4 esponse time is measured during the coverage window only
3. and consumable parts The repair or replacement of any supplies or consumables is the responsibility of the Customer Some exceptions may apply contact HP for more information If a consumable part is eligible for coverage as determined by HP call to repair time commitments and onsite response times do not apply to repair or replacement of the covered consumable part Maximum supported lifetime maximum usage Parts and components hat have reached their maximum supported lifetime and or the maximum usage limit as set forth in the manufacturer s operating manual product QuickSpecs or the technical product data sheet will not be provided epaired or replaced as part of this service Firmwareupdatesfor As HP releases entitled firmware updates to HP hardware products these selected products updates are only made available to Customers with an active agreement hat entitles them to access these updates As part of this service Customers will have the right to download install and use firmware updates for hardware products covered by this service subject o all applicable license restrictions in HP s current standard sales terms HP will verify entitlement to updates by reasonable means such as an access code or other identifier and the Customer is responsible for using any such access tools in accordance with the terms of this data sheet and other applicable agreements with HP HP m
4. calls 4 hour response extended business hours 13x7 Service is available 13 hours per day between 8 00 a m and 9 00 p m local ime Monday through Sunday including HP holidays An HP authorised representative will arrive at the Customer s site during he coverage window to begin hardware maintenance service within 4 hours after the call has been received and ack esponse time is measured during the coverage window only Fo eceived after 5 00 p m local time the response time may be carried over to he next coverage window nowledged by HP The 4 hour r calls 4 hour response 24x7 HP holidays Service is available 24 hours per day Monday through Sunday including An HP authorised 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 call has been received and acknowledged by HP 6 hour call to repair time For critical incidents with covered hardware HP will use commer reasonable efforts to return the covered hardware to operating condi cially on within 6 hours of the initial call to HP if this time falls within the coverage window 24 hour call to repair 24x7 Service is available 24 hours per day Monday through Sunday including HP holidays For critical incidents with covered hardware HP will use commercially reasonable efforts to return the covered hardware to operating
5. condition within 24 hours after the call has been received and acknowledged by HP Data sheet HP Hardware Support Onsite Service Coverage This service provides coverage for eligible HP or Compag branded hardware 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 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 co
6. local availability Contact a local HP sales office for detailed information on service availability Onsite response time for hardware support For incidents with covered hardware 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 acknowle Response time options available for service availability provisions Other exclusions section he HP authorised representative arrives at the Customer s site or when the eported event is closed with explanation that HP has determined it does not currently require an onsite intervention dged by HP as described in the General The onsite response time ends when 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 eligible products are specified in he Service level options table All response times are subject to local availability Contact a local HP sales off ice for detailed information on Escalation HP has established formal escalation procedures to facilitate the resolution management of complex inciden escalation enlistin S gt hird parties to ass ist Local HP manageme nes ills of appropria wit
7. of HP are required due to improper treatment or use of the product e Services that in the opinion of HP are required due to unauthorised attempts by non HP personnel to install repair maintain or modify hardware firmware or software Exclusions to the accidental damage protection service feature option Eligibility for purchase of the accidental damage protection 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 protection service feature provides protection against sudden and unforeseen accidental damage from handling provided such damage occurs in the course of regular use It does not cover the following situations and damage due to e Normal wear and tear change in colour texture or finish gradual deterioration rust dust or corrosion e Fire a vehicular or homeowner s accident in cases in which said accident is covered by an insurance policy or other product warranty act of nature including without limitation floods or any other peril originating from outside the product Data sheet HP Hardware Support Onsite Service Exposure to weather conditions or environmental conditions that are outside of HP specifications exposure to hazardous including biohazardous materials operator negligence misuse mishandling improper electrical po
8. than 100 miles 160 km from an HP designated support hub Distance from HP designated support hub 4 hour onsite response time Next day onsite response time 0 100 miles 0 160 km 4 hours Next day onsite response time 101 200 miles 161 320 km 8 hours 1 additional coverage day 201 300 miles 321 480 km Established at time of order and subject to resource availability 2 additional coverage days Beyond 300 miles 480 km Established at time of order and subject to resource availability Established at time of order and subject to resource availability Distance from HP designated 6 hour hardware call to 24 hour hardware call to support hub repair time commitment repair time commitment 0 50 miles 0 80 km 6 hours 24 hours 51 100 miles 81 160 km 8 hours 24 hours Beyond 100 miles 160 km Not available Not available 13 Data sheet HP Hardware Support Onsite Service 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 On
9. the hardware has been replaced d the Customer is responsible for procedures Verification by HP may ion of a power on self test standalone fication of proper operation At it testing necessary to verify ion HP may temporarily o order to meet the repair time com unctionally equivalent to new in s sole discretion that the hardware permanently mitment f HP t will take 30 days from the time this service is purchased to set up and e the hardware call to repair eriod and for up to ter the audit is completed HP will provide a Data sheet HP Hardware Support Onsite Service Enhanced parts inventory management 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 authorised representatives responding to eligible support requests Enhanced parts inventory management is included with select optional call to repair time commitments Desktop workstation thin client notebook only coverage For eligible PC products the Customer may choose desktop workstation thin client notebook only coverage Notwithstanding anything to the contrary in this document or HP s current standard sales terms HP Care Pack services with this coverage limitation do not cover the following opt
10. Data sheet HP Hardware Support Onsite Service HP Care Pack services Service feature highlights Service overview Remote problem diagnosis and support HP Hardware Support Onsite Service provides remote assistance and onsite support for your Onsite hardware support covered hardware helping you to improve product uptime Replacement paftsandifnateralsincluded You have the flexibility to choose between multiple service level options featuring several Firmware updates for selected products onsite response or call to repair time and coverage window combinations in various Choice of coverage windows durations to address your specific service needs Choice of onsite response times for hardware support 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 Escalation management condition within a specified timeframe Access to electronic support information and services HP electronic remote support solution Specifications for eligible products only Table 1 Service features Accidental damage protection optional for eligible products only Feature Delivery specifications Defective media retention optional for eligible Remote problem Once the Customer has placed and HP has acknowledged the receipt of a products only diagnosis and support callas described in the General provisions Other excl
11. HP are required to return the covered product to operating condition or to maintain supportability by HP 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 for covered hardware products Critical firmware updates are firmware updates recommended by the HP product division or immediate installation otwithstanding 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 defective or depleted batteries hat are critical to the proper operation of the covered product Replacement parts HP will provide HP supported replacement parts and materials necessary and materials o maintain the covered hardware product in operating condition including parts and materials for available and recommended engineering improvements Replacement parts provided by HP shall be new or unctionally equivalent to new in performance Replaced parts become he 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 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
12. accessories for protection against damage to the covered product The Customer is responsible for the security of the Customer s proprietary and confidential information The Customer is responsible for properly sanitising or removing data from products that may be replaced and returned to HP as part of the repair process to ensure the safeguarding of the Customer s data For more information on Customer responsibilities including those outlined in the HP Media Sanitisation Policy and Media Handling Policy for Healthcare Customers go to hp com go mediahandling If the Customer chooses to retain repair parts covered under the defective media retention service feature options it is the Customer s responsibility to e Retain covered data retentive components that are replaced during support delivery by HP e Ensure that any Customer sensitive data on the retained component is destroyed or remains secure Have an authorised representative present to retain the defective data retentive component accept the replacement component provide HP with identification information such as the serial number for each component retained hereunder and upon HP request execute a document provided by HP acknowledging the retention of the data retentive componen e Destroy the retained data retentive component and or ensure that it is not put into use again Dispose of all retained data retentive components in compliance with applicable environment
13. al laws and regulations For data retentive components supplied by HP to the Customer as loaner rental or lease products the Customer will promptly return the replacement components 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 components or products to HP and HP shall not be responsible for maintaining the confidentiality or privacy of any sensitive data that remains on such components 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 CSR 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 CSR and a CSR part is provided to return the system to operating condition the onsite service level shall not apply In those cases it is HP s practice to express ship CSR parts that are critical to the product operation to the Customer location For more details on the CSR process and parts please r
14. ay take additional reasonable steps including audits to verify the Customer s adherence to the terms of their agreements with HP including his data sheet For Customers with licenses to firmware based software products features implemented in firmware activated by the purchase of a separate software icense product the 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 installation of firmware updates as previously described in this document only if the Customer has the license to use the related software updates or each system socket processor processor core or end user software icense as allowed by the original HP or original manufacturer software icense terms Data sheet HP Hardware Support Onsite 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 call is placed to HP but will not be acknowledged as described in the General provisions Other exclusions section 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
15. been received and acknowledged by HP Locally defined onsite response times can vary om several business days up to several weeks and are dependent on ocal capabilities Calls received outside 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 esponse 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 between 8 00 a m and 5 00 p m local ime Monday through Friday excluding HP holidays An HP authorised 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 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 authorised representative will arrive at the Customer s site during the coverage window to begin hardware maintenance service the next business day after the call has been received and acknowledged by HP Calls received outside the coverage window will be
16. commitment will not take effect until five 5 business days after the audit has been completed Until such time service for the covered hardware will be delivered at a 4 hour onsite response time service level 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 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 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 the 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 they are recommended and available Installation of customer installable firmware is the responsibilit
17. 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 Hardware support onsite response time and call to repair time commitment may differ depending on incident severity The Customer determines the incident severity level 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 reoccurrence 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 Service Travel zones All hardware onsite respo
18. efer 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 earlier For HP POS systems and bundled product solutions such as retail 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 CSR or installation by the technical courier delivering the part or product Data sheet HP Hardware Support Onsite Service 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 e Any other activities not specific to the hardware repair but required to verify tha
19. emote support solution For eligible products the HP electro system access solutions and may off Customer s authorisation The remo problem resolution nic remote support solution provides obust troubleshooting and repair capabilities It can include remote fer aconvenient 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 te system access may enable the HP support specialist to provide more efficient troubleshooting and faster Data sheet HP Hardware Support Onsite Service Specifications optional Table 2 Optional service features Feature Delivery specifications Accidental damage protection damage p part of this service protection service fea For eligible products specific service levels may protection against accidental damage from hand otection applies the Customer receives protection against accidental damage from handling to the covered hardwa ure are deta iled in the Service lim be offered with ling Where accidental re product as Accidental damage is defined as physical damage to a product caused by or esulting from a sudden and unforeseen inciden occurs in the course of regular use Covered perils includ iquid spills in or on the unit drops falls and electrical surge as well as damaged or broken liquid crys
20. h problem solving nt coordinates incident e HP resources and or selected Access to electronic support information As part of this serv commercially availab ice SHP provides the Cus omer with access to certain e electronic and Web based tools The Customer and services has access to e Certain capabilities that are made available to registered users such as subscribing to hardware related participating in support forums for o facilitate faster problem solving question the tool also allows the s submitted to be viewed including cases submi HP and third party hosted knowled party products where Customers c information find answers to suppo forums this service may be limited practises with other registered users proactive service notifications and solving problems and sharing best Expanded Web based searches of entitled technical support documents e Certain HP proprietary service diagnostic tools with password access A Web based tool for submitting questions directly to HP the tool helps o resolve problems quickly with a pre qualification process that routes he support or service request to the resource qualified to answer the atus of each support or service request ted by telephone ge databases for certain third an search for and retrieve product questions and participate in support by third party access restrictions HP electronic r
21. h the covered product the Customer must continually use these product ccessories to be eligible for protection under this accidental damage coverage service a Reckless neglig o d F n oO or HP commercial and consumer products a ne incident per product per 12 month period art date ent or abusive conduct includes but is not limited to the treatment and use the covered product s in a harmful injurious or offensive manner that may result in its amage and any wilful or intentional damage to the product Any damage resulting from such acts are NOT covered by this accidental damage protection service feature ccidental damage from handling is limited to commencing from the HP Care Pack service Data sheet HP Hardware Support Onsite Service Once the specified limit is reached the cost of repair for any additional claims will be charged ona time and materials basis but all other aspects of the HP Care Pack service purchased will remain in effect unless specifically documented otherwise in the country of purchase For those Customers with a history of significantly high claims HP also reserves the right to deny acceptance of requests to purchase the accidental damage from handling service feature Limitations to the defective media retention service feature option The defective media retention service feature option applies only to eligible data retentive components replaced by HP due to malfunction The
22. ions and accessories External monitor e Any external accessory that is not purchased and included in the original packaging of the main desktop workstation thin client or notebook product The docking station or port replicator is covered within the country where he HP Care Pack service was purchased but is not covered outside the country of purchase Maintenance kit replacement An HP trained technician travels to the Customer s site and provides all abour parts and materials necessary to replace the maintenance kit and clean the printer HP may use remanufactured parts that are equivalent o new in performance replaced parts become the property of HP The repair commitment is complete on the Customer s printer when he technician replaces the maintenance kit and successfully prints a est page Note the printer must be operating properly before the kit can be installed see the Service limitations section Specifications Table 3 Service level options Option Delivery specifications Standard response time 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 authorised 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
23. k service roduct obsolescence Any equipment relocated outside the countr of the product Damage to product s whose serial numbers are removed or altered Damage or equipment failure that is covered by manufacturer s warranty recall mage caused during the Customer s shipment of the covered product to or from etc stemming from causes including but not a mited to viruses application programs network programs upgrades formatting of any ind databases files drivers source code object code or proprietary data any support f any software or data or use of damaged or ny and all pre existing conditions that occurred i e took place prior to the purchase date y of purchase and not covered by a Travel Accidental Damage Protection HP Care Pack 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 Damage due to police action undeclared or Alteration or modification of the covered pro Unexplained or mysterious disappearance a covered product Reckless negligent or abusive conduct whil declared war nuclear incident or terrorism duct in any way nd any wilful act to cause damage to the e handling or using the product If protective items such as covers carrying cases or pouches etc were provided or made available for use wit
24. livered 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 the Customer will be on a time and materials basis unless otherwise previously agreed in writing by HP and the Customer In cases where CSR 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 that 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 for the defective part or product as determined by HP Data sheet HP Hardware Support Onsite Service 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 If protective items such as covers carrying cases or pouches etc were provided or made available for use with the covered product it is the Customer s responsibility to continually use these product
25. mponents 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 Prerequisites The Customer must have rightfully acquired the license for any underlying firmware that will be covered under these services HP at its sole discretion may require an audit on the covered products If such an audi required an HP authorised 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 location 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 5 If 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 time commitment can be put into effect The hardware call to repair time
26. nse times apply only to sites located within 100 miles 160 km of an HP designated support hub 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 miles 320 km from the HP designated support hub there will be an additional travel charge If the product is located or is to be installed outside of the specified travel zone or the site location is not accessible by driving and thus requires special access e g oil rigs ships remote areas in deserts etc service may be subject to additional support charges longer response times reduced coverage hours or pickup and return service delivery as determined by HP Please check local support conditions with your HP sales representative Travel zones and charges if applicable may vary in some geographic locations Response times to sites located more than 100 miles 160 km from an HP designated support hub will have modified response times for extended travel as shown in the table below A call to repair time commitment 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 160 km of an HP designated support hub an adjusted hardware call to repair time commitment applies as shown in the table below The hardware call to repair time commitment is not available for sites located more
27. r requests scheduled service the 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 time commitments the Customer must install the appropriate HP remote support 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 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 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 CSR parts and replacement products de
28. site Service contact a local HP sales representative 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 BONS 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 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 or condition express or implied in fact or in law HP shall not be liable for technical or editorial errors or omissions contained herein 4AA5 6385EEE June 2015
29. site technical support on covered hardware products to return them to operating condition For certain products HP may at its sole discretion elect to eplace 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 authorised representative arrives at the Customer s site the epresentative will continue to deliver the service either onsite or remotely at the discretion of HP until the products are repaired Work may be emporarily suspended if parts or additional resources are required but work will resume when they become available Work to completion may not apply o 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 Data sheet HP Hardware Support Onsite Service Onsite hardware Fix on Failure In addition at the time of onsite technical support delivery support continued HP may e Install available engineering improvements for covered hardware products to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP supplied hardware replacement parts e Install available firmware updates defined by HP as non customer installable for covered hardware products that in the opinion of
30. t 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 support agreement 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 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 e 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 e Services required due to failure of the Customer to take avoidance action previously advised by HP e Services that in the opinion
31. tal displays LCDs and broken parts Additional details and exclusions pertaining to the accidental damage provided such damage e non intentional itations section Defective media retention he Customer does no within the disk Disk o etain defective hard d For eligible products this service feature option allows t isk or eligible SSD Flash drive c want to reli ion r SSD Flash Drive covered under or eligible SSD Flash Drives on a covered system mus defective media reten nquish due to sensitiv he Customer to omponents that e data contained his service All Disk participate in the Call to repair time commitment for hardware support wi work wi action t at that time cove non critical incidents provisi determination that the hardwa closed with the explanation that HP has determined it does not currently equire onsite intervention Call to age window only and may be carried over to the next day for which here exists a coverage window malfunction has been HP is not liable for any implementing appropriate backup be accomplished by the comple diagnostic or visual veri HP will determine the level o is repaired At its sole discret eplace the product in performance Replace ndition wi A call to repair time commitment may be selected for el in lieu of an onsite response time For critical incidents severit
32. usions section e Call to repair time commitment in lieu of HP will work during the coverage window to isolate the hardware incident onsite response time for hardware support and to remotely troubleshoot remedy and resolve the incident with the optional for eligible products only Customer Prior to any onsite assistance HP may initiate and perform emote diagnostics using electronic remote support solutions to access Enhanced parts inventory management ne i f i covered products or HP may use other means available to facilitate remote included with select optional call to repair incident resolution time commitments i ar HP will provide telephone assistance during the service coverage window i Desktop workstation th n client notebook or installation of customer installable firmware and Customer Self Repair only coverage optional for eligible products CSR parts Maintenance kit replacement 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 emote support solutions 24 hours a day 7 days a week HP retains the right o determine the final resolution of all reported incidents Onsite hardware For hardware incidents that cannot in HP s judgement be resolved support emotely an HP authorised representative will provide on
33. wer supply unauthorised repairs or attempts to repair improper and unauthorised equipment modifications attachments or installation vandalism animal or insect damage or infestation defective batteries battery leakage lack of including the use of inappropriate cleansers manufacturer specified maintenance Error in product design construction programming or instructions Maintenance repair or replacement necessi any cause other than normal use storage a tated by loss or damage resulting from nd operation of the product in accordance with the manufacturer s specifications and owner s manual Theft loss mysterious disappearance or m Data loss or corruption business interruptio isplacement ns 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 Accidental or other damage to the product that is cosmetic in nature meaning damage that does not impact operation and functioning of the computer Computer monitor screen imperfections including but not limited to burn in and missing O fet 2P aoagTrgzo9v U pixels caused by normal use and operation or factory bulletins nother location mage to hardware software media data nfiguration installation or reinstallation o ective media D he HP Care Pac
34. y 1 or 2 h covered hardware that cannot be resolved remote commercially reasona operating co perform necessary audi ime commitment is in effect During this initial 30 day p 5 additional business days a Call to repair time refers to the period of time that beg call has been received and acknowledged by HP as specified in the General ons Other exclusions section Call to repair time ends with HP s e is repaired or when the Call to repair time options availab in the Service level options table All call to ocal availability Contact a local HP sales office for more information Repair is considered complete upo corrected or lost data an repair times are mea Replacement products are new or d products b 4 hour onsite response time s and processes befo ecome the property o igible products y HP will use ble efforts to return the covered hardware to thin the specified call to repair ti severity 3 or 4 or at the Customer s request HP will th the Customer to schedule an agreed upon time for the remedial o commence and the call to repair time commi ncident severity levels are defined in the General provisions Other exclusions section me commitment For ment will then start ins when the initial reported event is sured during the e for eligible products are specified repair times are subject to n HP verification that the hardware that
35. y do not apply to any exchange of data retentive components that have not failed Data retentive components that are specified by HP as consumable parts and or have reached 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 covered by this service 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 these components 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 data retentive components materially exceeds the standard failure rates for the system involved Exclusions to the maintenance kit replacement service feature Excluded from the maintenance kit replacement optional service feature are activities such as but not limited to the following e Any repair beyond the replacement of the maintenance kit should the Customer s printer need any additional part replacements there will be a separate charge for this service e Maintenance kits for HP printers can only be replaced by authorised HP technicians General provisions Other exclusions HP will acknowledge a call by logging a case
36. y 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 Data sheet HP Hardware Support Onsite 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 escribed or ii perform such service at the Customer s expense at the prevailing time and d material rates f required by HP the Customer or HP authorised 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 Custome
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