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HP 5-Year Next Business Day Service with Computrace by Absolute Software provides computer theft recovery, data protection, and secure IT asset management for notebooks and tablet computers. You have the flexibility to choose between different service features and service-level options to address your specific needs. Hardware service is available Monday through Friday during business hours, excluding holidays.
HP Hardware Support Onsite Service
This service feature provides high-quality remote assistance and onsite support for your covered hardware, helping you to improve product uptime.
HP Hardware Support Offsite Pick Up and Return Service
This service feature offers high-quality return-to-HP service levels with remote telephone support and offsite repair for eligible products at an HP designated repair center. The service includes offsite repair or replacement, materials and parts, labor, and the cost of the return shipment.
Accidental Damage Protection
With this optional service feature, you will receive protection against accidental damage to the covered hardware product. Accidental damage is defined as physical damage to a product caused by or resulting from a fortuitous incident. Please contact the manufacturer for service details.
Disk Retention (Defective Media Retention)
This service feature option allows you to retain defective hard disk drive components that you do not want to relinquish due to sensitive data contained within the disk covered under this service.
When a computer is reported stolen, the Recovery Team gathers evidence and works with local law enforcement to help track and recover it. A $1,000 Service Guarantee claim is available directly from Absolute Software Corporation if the computer is not recovered within 60 days of receiving the theft report, or if a data delete cannot be performed. Computrace offers the ability to remotely delete data on stolen or missing computers to keep it from falling into the wrong hands. An audit log of deleted files can then be produced to prove regulatory compliance. If the data delete service is utilized, the recovery reimbursement is null and void. In order to use the data delete service, customers must first sign a pre-authorization agreement and choose a data delete authorization method, which is either by an email token or an RSA token purchased from Absolute. Computrace helps organizations meet the data security and reporting requirements of SOX, HIPAA, California Senate Bill 1386, and Gramm-Leach-Bliley by facilitating tighter internal controls and providing asset tracking tools that act as a historical record of a computer's assets and how they are being used. This IT asset tracking and inventory management is designed to track mobile computers with any type of Internet connection. With secure IT asset management, the Computrace Agent software reports changes in asset information on a daily basis regardless of its location, allowing IT departments to centrally manage their entire computer population, including remote and mobile assets, on or off the network. Computrace provides detailed reports on every computer with an Internet connection, adding visibility to the computers that go unseen by traditional asset management systems. Once the customer has placed a service request via a designated HP support telephone number, HP will work with the customer during the coverage window to isolate the hardware problem and to remotely troubleshoot, remedy, and resolve the problem with the customer. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote support tools (where available) to access covered products, or HP may use other means available to facilitate remote problem resolution.
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Accidental Damage Protection
For eligible products, specific service levels may be offered with accidental damage protection. Where accidental damage protection applies, the customer receives protection against accidental damage to the covered hardware product as a part of this service. Accidental damage is defined as physical damage to a product caused by or resulting from a fortuitous incident. Covered perils include non-intentional liquid spills in or on the unit, drops, falls, and electrical surge. This includes damaged or broken liquid crystal displays (LCDs), or broken parts. Accidental damage protection does not cover theft, loss, damage caused by a vehicle accident or act of God, normal wear, consumables, intentional acts of damage, or other exclusions, as detailed in the ''Service limitations'' section. Major parts replacement is subject to certain limitations as detailed in the ''Service limitations'' section. The unit may need to be repaired or replaced at an HP designated location, since not all replacements part may be available locally.
Defective Media Retention
For eligible products, this service feature option allows the customer to retain defective hard disk drive components that the customer does not want to relinquish due to sensitive data contained within the disk ("Disk Drive") covered under this service. All Disk Drives on a covered system must participate in the defective media retention. Notwithstanding anything to the contrary in this document or the HP Single Order Terms for Support, HP waives the right to take possession and title of a defective Disk Drive covered by the defective media retention service feature option in the event a replacement Disk Drive is provided by HP to the customer. The customer will retain all defective Disk Drives supported by HP under the HP support agreement.
Hardware Support Offsite Option Only HP provides a door-to-door service that includes pickup, repair, or replacement of the defective product, and return of the operational product. Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failures, which may require additional repair time. Turnaround time is measured in elapsed business days from the time the product is picked up at the customer's site, if it is within the geographic location where the service is provided, until the time the repaired product is ready to be returned to the customer. Turnaround time does not include the time required to return-ship the repaired or replaced product. The customer may request expedited return shipment for an additional charge, which will be billed to the customer. The customer may call the HP Customer Support Center between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Service requests must be received before 12:00 p.m. local time to activate same-day pickup. All other calls will be scheduled for next-business-day pickup. Extended telephone support may be available for selected products (times may vary by geographic location).
Hardware Support Onsite Option Only Service is available during the coverage window, 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 service request has been logged. Service requests received outside the coverage window will be logged the next coverage day and serviced within the following coverage day.
Hardware Support Onsite Option Only All response times apply only to sites located within 100 miles (160 km) of an HP designated support hub. Travel to U.S. sites located within 200 miles (320 km) of an HP designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP designated support hub, response times will be adjusted and additional travel charges may apply. For travel to Canadian sites outside the 160 km radius of an HP designated support hub, response times will be adjusted and additional travel charges will be applied.
Next business days support excludes HP holidays.
HP 5-Year Next Business Day Service with Computrace Review