The U0A86E 3-Year Next Business Day Onsite Accidental Damage Protection from HP for your HP workstations provides high quality remote assistance and onsite support for your covered hardware, helping you improve product uptime. You have the flexibility to choose between different service features and service-level options to address your specific 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 time-frame.
Remote Problem Diagnosis and Support
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 (CSR) parts during the service coverage window. Incidents with covered hardware can be reported to HP via telephone or Web portal 24 hours a day, 7 days a week.
Onsite Hardware Support
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.
Replacement Parts and Materials
HP will provide HP-supported replacement parts and materials necessary to maintain the covered hardware product in operating condition.
Coverage Window
The coverage window specifies the time during which the described services are delivered onsite or remotely.
Note:
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.
Note:
Contact a local HP sales office for detailed information on service availability.
Access to Electronic Support Information and Services
As part of this service, HP provides access to certain commercially available electronic and Web-based tools. A Web-based tool is used 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.
Note:
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.
HP Electronic Remote Support Solution
For eligible products, the HP electronic remote support solution provides robust troubleshooting and repair capabilities. It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history.
