|Defective Media Retention||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 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.|
|Defective Material Retention||In addition to defective media retention, this service feature option allows the customer to retain additional components that have been designated by HP as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in the comprehensive defective material retention.|
In addition to defective media retention, this service feature option allows the customer to retain additional components that have been designated by HP as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in the comprehensive defective material retention.
|Compatibility||HP Business Desktops|
HP ProDesk 600 Desktop PC series
HP ProDesk 600 G1 Desktop Mini PC
HP Z200 Workstation series
HP Z220 Small Form Factor Workstation
HP Z230 Small Form Factor Workstation
HP Z400 Workstation series
HP Z400 Workstation
HP Z420 Workstation
HP Z600 Workstation series
HP Z600 Workstation
HP Z600 Workstation (ENERGY STAR)
HP Z600 Workstation Bundle
HP Z620 Workstation
HP Z620 Workstation (ENERGY STAR)
HP Z800 Workstation series
HP Z800 Workstation
HP Z820 Workstation
HP Z820 Workstation (ENERGY STAR)
|Service Feature||Call-To-Repair Time Commitment for Hardware Support: A call-to-repair time commitment may be selected for eligible products, in lieu of an onsite response time. For critical incidents (severity 1 or 2) with covered 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 schedule 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. 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 necessary to verify that the hardware is repaired. Also, 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 Management (Included with Call-To-Repair Time Commitment):|
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 authorized representatives responding to eligible support requests.
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 options and accessories:
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 the HP Care Pack service was purchased, but is not covered outside the country of purchase.
|Service Feature||Page Allowance: |
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 services 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.
Service-Level Option: 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.
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.
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 thirty (30) days' notice, if HP reasonably believes that the customer is overusing the defective media retention service feature option (such as when replacement of defective Disk or SSD/Flash Drives materially exceeds the standard failure rates for the system involved).
|Travel Zones||All response times apply only to sites located within 100 miles or 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 100-mile (160 km) radius of an HP designated support hub, response times will be adjusted and additional travel charges will be applied.
Travel zones will also apply for any site that requires overnight lodging, a non-automobile mode of transportation (i.e., airplane), or extraordinary travel circumstances.
Travel zones and charges may vary in some geographic locations.
|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 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.
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
Start self-tests and install and run other diagnostic tools and programs
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 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.
The customer is responsible for registering to use HP's electronic facility, and for maintaining the registration information in order to gain access to restricted product information, and to receive proactive notification or other services available to the customer.
If the customer chooses to retain repair parts covered under the defective media retention and or comprehensive defective material retention service feature options, it is the customer's responsibility to:
Retain physical control of the covered data retentive components, at all times during support delivery by HP. HP is not responsible for data contained on the covered data retentive component
Ensure that any customer sensitive data on the retained component is destroyed or remains secure
Have an authorized representative present to retain the defective data retentive component, accept the replacement component, provide HP with identification information for each component retained hereunder, and, upon HP request, execute a document provided by HP acknowledging the retention of the data retentive component
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 environmental laws and regulations
|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 courier of customer replaceable parts, such as a keyboard, mouse, other parts classified as CSR, or an entire replacement unit. 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, HP practice is to express ship customer self repair parts that are critical to the product operation, to the customer location.
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 CSR or installation by the technical courier delivering the part or product.
The following activities or situations will suspend the call to repair time calculation (if applicable) until they are completed or resolved: |
Any customer or third party actions or inaction impacting the repair process
Any automated or manual recovery processes triggered by the hardware malfunction, such as disk mechanism rebuild, sparing procedures, or data integrity protection measures
Any other activities not specific to the hardware repair but required to verify that the hardware malfunction has been corrected, such as rebooting the operating system
HP reserves the right to modify the call to repair time commitment as it applies to the customer's specific product configuration, location, and environment. This is established at the time of support agreement order and is subject to resource availability.
Call-to-repair 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:
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
Troubleshooting for interconnectivity or compatibility problems
Support for network related problems
Services required due to failure of the customer to incorporate any system fix, repair, patch, or modification provided to the customer by HP
Services required due to failure of the customer to take avoidance action previously advised by HP
Services that, in the opinion of HP, are required due to improper treatment or use of the product
Services that, in the opinion of HP, are required due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify hardware, firmware, or software.