HP Hardware Support Onsite Service
Contents
1. For hardware incidents that cannot in HP s judgment be resolved remotely an HP authorized representative will provide onsite technical support on covered hardware products to return them to operating condition For certain 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 Work to completion may not apply to onsite support provided for desktop mobile and consumer products Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced Fix on Failure In addition at time of onsite technical support delivery HP may Install available engineering improvements to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP supplied hardware replacement parts 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 operating2. are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Specifications Table 3 Service level options continued Not all service level options are available on all products The service level options the Customer has chosen will be specified in the Customer s contract documentation Option 4 hour response extended business hours 13x5 4 hour response extended business hours 13x7 4 hour response 24x7 6 hour call to repair 24x7 24 hour call to repair 24x7 Delivery specifications Service is available 13 hours per day between 8 00 a m and 9 00 p m local time Monday through Friday excluding HP holidays An HP authorized representative will arrive at the Customer s site during the coverage window to begin hardware maintenance service within 4 hours after the call has been received and acknowledged by HP The 4 hour onsite response time is measured during the coverage window only For calls received after 5 00 p m local time the response time may be carried over to the next coverage window Service is available 13 hours per day between 8 00 a m and 9 00 p m local time Monday through Sunday including HP holidays An HP authorized representative will arrive at the Customer s site during the coverage window to begin hardware maintenance service within 4 hours after the call has been received and acknowledged by HP The 4 hour response time
3. 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 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 call has been received and acknowledged by HP 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 condition within 6 hours after the call has been received and acknowledged by HP 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 condition within 24 hours after the call has been received and acknowledged by HP 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
4. per day between 8 00 a m and 5 00 p m local time Monday through Friday excluding HP holidays An HP authorized representative will arrive at the Customer s site during the coverage window to begin hardware maintenance service the third coverage day after the call has been received and acknowledged by HP Calls received outside the coverage window will be acknowledged the next coverage day and serviced within the following 3 coverage days Service is available 9 hours per day between 8 00 a m and 5 00 p m local time Monday through Friday excluding HP holidays An HP authorized representative will arrive at the Customer s site during the coverage window to begin hardware maintenance service the next coverage day after the call has been received and acknowledged by HP Calls received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage day Service is available 9 hours per day between 8 00 a m and 5 00 p m local time Monday through Friday excluding HP holidays An HP authorized representative will arrive at the Customer s site during the coverage window to begin hardware maintenance service 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 6 HP Technology Services
5. service covers the base unit as well as attached HP branded peripherals such as cash drawers printers pole displays for monitors and bar code 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 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 service also covers external monitors up to 22 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 t
6. 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 e 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 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 unauthorized 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 follow
7. use with the covered product it is the Customer s responsibility to continually use these product accessories for protection against damage to the covered product 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 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 e Dispose of all retained Disk or SSD Flash Drives in compliance with applicable environmental laws and regulations For Disk or SSD Flash Drives supplied by HP to the Customer as loaner rental or lease products the Customer will promptly return the replacement Disk or SSD Flash Drives at the expiration or termination of support with HP The Customer will be solely responsible for removing all sensitive data before returning any such loaned rente
8. within the disk Disk or SSD Flash Drive covered under this service All Disk or eligible SSD Flash Drives on a covered system must participate in the defective media retention Notwithstanding anything to the contrary in this document or HP s current standard sales terms HP waives the right to take possession and title of a defective Disk or SSD Flash Drive covered by the defective media retention service feature option in the event a replacement product is delivered by HP to the Customer The Customer will retain all defective Disk or SSD Flash Drives supported by HP under the HP support agreement and the Customer remains fully responsible for the protection and privacy of the data residing on the defective Disk or SSD Flash Drive HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Specifications Table 2 Optional service features continued Feature Delivery specifications A call to repair time commitment may be selected for eligible products in lieu of an onsite response time For critical incidents severity 1 or 2 with covered hardware that cannot be resolved remotely HP will use commercially reasonable efforts to return the covered hardware to operating condition within the specified call to repair time commitment For noncritical incidents severity 3 or 4 or at the Customer s request HP will work with the Customer to schedu
9. 200 miles 8 hours 1 additional coverage day 321 480 km 201 300 miles Established at time of order and 2 additional coverage days subject to resource availability Beyond 480 km 300 miles Established at time of order and Established at time of order and subject to resource availability subject to resource availability 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 than 100 miles 160 km from an HP designated support hub Distance from HP designated support 6 hour hardware call to repair time 24 hour hardware call to repair time hub commitment commitment 0 80 km 0 50 miles 6 hours 24 hours 81 160 km 51 100 miles 8 hours 24 hours Beyond 160 km 100 miles Not available Not available 1 0 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 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 initia
10. HP Hardware Support Onsite Service HP Care Pack Services Technical data HP Hardware Support Onsite Service provides high quality remote assistance and onsite support for your covered hardware helping you to improve product uptime You have the flexibility to choose between multiple predefined service level options featuring several onsite response or call to repair time and coverage window combinations in various durations to address your specific service needs 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 Service feature highlights e Remote problem diagnosis and support e Onsite hardware support e Replacement parts and materials included e Service level options with different coverage windows e Service level options with different onsite response time for hardware support e Escalation management e Access to electronic support information and services e HP electronic remote support solution for eligible products only e Accidental damage protection optional for eligible products only e Defective media retention optional for eligible products only e Call to repair time commitment in lieu of onsite response time for hardware support optional for eligible products only e Enhanced parts inventory management included with select optional cal
11. P 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 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 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 t
12. cessary to verify that the hardware is repaired At its sole discretion HP may temporarily or permanently replace the product in order to meet the repair time commitment Replacement products are new or functionally equivalent to new in performance Replaced products become the property of HP It will take 30 days from the time this service is purchased to set up and perform necessary audits and processes before the hardware call to repair time commitment is in effect During this initial 30 day period and for up to 5 additional business days after the audit is completed HP will provide a 4 hour onsite response time Enhanced parts inventory To support HP call to repair time commitments an inventory of critical replacement parts is management included maintained for call to repair Customers This inventory is stored at an HP designated facility with select optional These parts are managed to allow for increased inventory availability and are accessible to HP call to repair time authorized representatives responding to eligible support requests commitments 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 Desktop workstation following options and accessories thin client notebook only External monitor coverage Any e
13. 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 customer 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 defective or depleted batteries that are critical to the proper operation of the covered product HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Specifications Table 1 Service features continued Feature Delivery specifications HP will provide HP supported replacement parts and materials necessary to 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 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 r
14. d 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 1 2 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Coverage This service provides coverage for eligible HP or Compaq 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 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 www 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 applicable For HP point of sale POS systems and bundled product solutions such as retail solutions kiosks or carts this
15. e 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 Damage due to police action undeclared or declared war nuclear incident or terrorism e Alteration or modification of the covered product in any way e Unexplained or mysterious disappearance and any willful act to cause damage to the covered product e Reckless negligent or abusive conduct while handling or using the product 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 product accessories to be eligible for protection under this accidental damage coverage service Reckless negligent or abusive conduct includes but is not limited to 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 the product Any damage resulting from such acts are NOT covered by this accidental damage protection service feature For HP commercial and consumer products accidental damage from handling is limited to one incident per product per 12 month period commencing from the HP Care Pack service start date Once the specified limit is reached the cost of repair for any additional claims will be charged on a time and materials basis but all other asp
16. ects 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 Disk or eligible SSD Flash Drives replaced by HP due to malfunction It does not apply to any exchange of Disk or SSD Flash Drives that have not failed HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 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
17. 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 www 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 point of sale 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 Customer Self Repair or installation by the technical courier delivering the part or product HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 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 com
18. equired to pay the list price less any applicable discounts for the replacement part Replacement parts and materials 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 quick specs or the technical product data sheet will not be provided repaired or replaced as part of this service 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 General provisions until the next day for which Coverage window 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 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 begi
19. he 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 allowed 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 service at the Customer s expense at the prevailing time and material 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
20. he main product 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 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 13 General provisions Other exclusions HP will acknowledge a call by logging a case communicating the case ID to the Customer and confirming the Customer s incident severity 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 applicatio
21. ing situations and damage due to e Normal wear and tear change in color 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 e Exposure to weather conditions or environmental conditions that are outside of HP specifications exposure to hazardous including bio hazardous materials operator negligence misuse mishandling improper electrical power supply unauthorized repairs or attempts to repair improper and unauthorized equipment modifications attachments or installation vandalism animal or insect damage or infestation defective batteries battery leakage lack of manufacturer specified maintenance including the use of inappropriate cleansers 8 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 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 e Data loss or corruption bu
22. l 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 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 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 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 H
23. l to repair time commitments e Desktop workstation thin client notebook only coverage optional for eligible products only e Page allowance optional for eligible products only Specifications Table 1 Service features Feature Remote problem diagnosis and support Onsite hardware support Delivery specifications Once the Customer has placed and HP has acknowledged the receipt of a call as described in General provisions HP will work during the coverage window to isolate the hardware incident and to remotely troubleshoot remedy and resolve the incident with the Customer Prior to any onsite assistance HP may initiate and perform remote diagnostics using electronic remote support solutions to access covered products or HP may use other means available to facilitate remote incident resolution HP will provide telephone assistance for the installation of customer installable firmware and Customer Self Repair parts during the service coverage window Regardless of the Customer s coverage window incidents with covered hardware can be reported to HP via telephone or Web portal as locally available or as an automated equipment reporting event via the HP electronic remote support solutions 24 hours a day 7 days a week HP will acknowledge the receipt by logging the call assigning a case ID and communicating that case ID to the Customer HP retains the right to determine the final resolution of all reported incidents
24. le an agreed upon time for the remedial action to commence and the call to repair time commitment will then start at that time Incident severity levels are defined in General provisions Call to repair time refers to the period of time that begins when the initial call has been received and acknowledged by HP as specified in General provisions Call to repair time ends with HP s determination that the hardware is repaired or when the reported event is closed with the explanation that HP has determined it does not currently require onsite intervention Call to repair times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window Call to repair time commitment for hardware support Call to repair time options available for eligible products are specified in the Service level options table All call to repair times are subject to local availability Contact a local HP sales office for more information Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced HP is not liable for any lost data and the Customer is responsible for implementing appropriate backup procedures Verification by HP may be accomplished by the completion of a power on self test standalone diagnostic or visual verification of proper operation At its sole discretion HP will determine the level of testing ne
25. mmercially available electronic and Web based tools The Customer has access to e Certain capabilities that are made available to registered users such as downloading selected HP firmware or patches which may require additional entitlement through 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 registered users e Expanded Web based searches of entitled technical support documents to facilitate faster problem solving e Certain HP proprietary service diagnostic tools with password access e AWeb based tool for submitting questions directly to HP The tool helps to resolve 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 to be viewed including cases submitted by telephone e Search of HP and third party hosted knowledge databases for certain third party products in order to retrieve product information get answers to support questions and participate in support forums This service may be limited by third party access restrictions 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 poin
26. n 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 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 for next day response standard business hours 9x5 e HA103Ax for 4 hour response extended business hours 13x5 e HA104Ax for 4 hour response 24x7 e HA105Ax for 6 hour call to repair 24x7 Depending on the point of purchase and the requested
27. ner 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 the Customer will be on a time and materials basis unless otherwise previously agreed in writing by HP and the Customer In 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 If protective items such as covers Carrying cases or pouches etc were provided or made available for
28. ns 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 Onsite response time for reported event is closed with explanation that HP has determined it does not currently require hardware support 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 HP has established formal escalation procedures to facilitate the resolution of complex Escalation management incidents Local HP management coordinates incident escalation enlisting the skills of appropriate HP resources and or selected third parties to assist with problem solving HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Specifications Table 1 Service features continued Feature Access to electronic support information and services HP electronic remote support solution Specifications Delivery specifications As part of this service HP provides access to certain co
29. pleted 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 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 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
30. 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 ORITS 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 Travel Zones All hardware onsite response 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 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 Distance from HP designated support 4 hour onsite response time Next third day onsite response time hub 0 160 km 0 100 miles 4 hours Next Third coverage day 161 320 km 101
31. 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 www hp com services support HP Care Pack services www hp com services carepack 1 4 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Get connected hp com go getconnected Current HP driver support and security alerts delivered directly to your desktop Copyright 2005 2006 2008 2009 2011 2013 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 HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 5982 6547EEE Created August 2005 Updated Mar 2013 Rev 8
32. siness 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 e Computer monitor screen imperfections including but not limited to burn in and missing pixels caused by normal use and operation of the product e Damage to product s whose serial numbers are removed or altered e Damage or equipment failure that is covered by manufacturer s warranty recall or factory bulletins e Damage caused during the Customer s shipment of the covered product to or from another location e Damage to hardware software media data etc stemming from causes including but not limited to viruses application programs network programs upgrades formatting of any kind databases files drivers source code object code or proprietary data 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 prior to the purchase date of the HP Care Pack service e Product obsolescence e Any equipment relocated outside the country of purchase and not covered by a Travel Accidental Damage Protection HP Care Pack e Damaged or defectiv
33. t 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 Table 2 Optional service features Feature Accidental damage protection Defective media retention Delivery specifications For eligible products specific service levels may be offered with protection against accidental damage from handling Where accidental damage protection applies the Customer receives protection against accidental damage from handling to the covered hardware product as part of this service Accidental damage is defined as physical damage to a product caused by or resulting froma sudden and unforeseen incident provided such damage occurs in the course of regular use Covered perils include non intentional liquid spills in or on the unit drops falls and electrical surge as well as damaged or broken liquid crystal displays LCDs and broken parts Additional details and exclusions pertaining to the accidental damage protection service feature are detailed in the Service limitations section For eligible products this service feature option allows the Customer to retain defective hard disk or eligible SSD Flash drive components that the Customer does not want to relinquish due to sensitive data contained
34. the call to repair time period begins at the agreed upon scheduled time HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase 1 1 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 e Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility e Start self tests and install and run other diagnostic tools and programs e 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 man
35. vices provided during the contract term will be billed at HP s then current time and materials rate unless the Customer purchases another HP Care Pack service by the time the services are provided Not all service level options are available on all products The service level options the Customer has chosen will be specified in the Customer s contract documentation Option Standard response time standard business hours 9x5 Third day response standard business hours 9x5 Next day response standard business hours 9x5 4 hour response standard business hours 9x5 Delivery specifications Service is available 9 hours per day between 8 00 a m and 5 00 p m local time Monday through Friday excluding HP holidays An HP authorized representative will arrive at the Customer s site during the coverage window to begin hardware maintenance services within a locally defined onsite response time after the service request has been received and acknowledged by HP Locally defined onsite response times can vary from several business days up to several weeks and are dependent on local capabilities Calls received outside the coverage window will be acknowledged the next coverage day and then serviced within the locally defined onsite response time For information on the standard onsite response time that applies to a specific country or geographic region please contact a local HP sales office Service is available 9 hours
36. xternal 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 the HP Care Pack service was purchased but is not covered outside the country of purchase HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase Specifications Table 2 Optional service features continued Feature Page allowance Specifications Table 3 Service level options Delivery specifications Some printer products may be available with a maximum page allowance Page count for any given printer is defined as the number of standard pages printed or plain that have passed through the printer s print engine as recorded on the test page Different paper sizes and print options may be associated with different standard page equivalent values for purposes of calculating the page count For printers that require HP installation the contract term begins on the date of installation of such printers at the Customer site Where page allowances apply the support coverage ends when either the end of the contract term has been reached or the page count has exceeded the maximum page allowance whichever occurs first Should the Customer exceed the maximum page allowance before the end of the contract term any further ser
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