Datasheet

India Only

HP Hardware Support Onsite Service

HP Care Pack Services

Service benefits Service overview

• Improved product uptime
HP Hardware Support Onsite Service provides remote assistance and onsite support for
• Flexibility to meet specific service needs
your covered hardware, helping you improve product uptime. Choose between multiple
• Convenient onsite support from qualified service-level options featuring several onsite response coverage window combinations in
experts various durations to address your specific service needs. Service-level options with Call to
Repair provide access to support specialists who quickly begin troubleshooting the system
Service highlights to help return your hardware to operating condition within a specified timeframe.
• Remote problem diagnosis and support
• Onsite hardware support Features and specifications
• Replacement parts and materials Remote problem diagnosis and support
• Firmware updates for selected products After receiving and acknowledging your call, HP will begin to isolate, troubleshoot, remedy, and
resolve the hardware incident. Prior to onsite assistance, HP may perform remote diagnostics
• Choice of coverage windows and
using electronic remote support to access covered products or use other means available to
response times
facilitate remote resolution. HP will provide telephone assistance during the service-coverage
• Access to electronic support information window for customer-installable firmware and Customer Self Repair (CSR) parts. Regardless
and services of your coverage window, incidents with covered hardware can be reported to HP by phone or
website, as locally available, or as an automated equipment reporting event via HP electronic
remote support solutions 24 x 7. HP will acknowledge the receipt of the service request by
logging the call, assigning a case ID, and communicating that case ID to you. HP retains the
right to determine the final resolution of all reported incidents.
Data sheet | HP Hardware Support Onsite Service

Onsite hardware support

For hardware incidents that cannot be resolved remotely, an authorized representative will
provide onsite technical support on covered hardware products to return them to operating
condition. HP may elect to replace certain products in lieu of repairing them. Replacement
products will be new or functionally equivalent to new. Replaced products become the
property of HP. After they arrive, representatives will deliver service onsite or remotely, at their
discretion, until the products are repaired. Work may be suspended temporarily if parts
or additional resources are required, but it will resume when they become available.
• Fix on failure: At the time of onsite technical support delivery, HP may install available
engineering improvements and non-customer-installable firmware updates for covered
hardware products required to return the covered product to operating condition or to
maintain supportability by HP.
• Fix on request: At your request, HP may install critical, non-customer-installable firmware
updates that are recommended by the HP product division for immediate installation on
covered hardware products.

Replacement parts and materials

HP will provide HP-supported replacement parts and materials necessary to maintain the
covered product in operating condition, including those for available and recommended
engineering improvements. Replacement parts will be new or functionally equivalent to new
in performance. Replaced parts become the property of HP. If you wish to retain, degauss, or
otherwise physically destroy replaced parts, you 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 and consumable parts.
Repair or replacement of any supplies or consumables is your responsibility. Some exceptions
may apply; contact HP for more information. See the “Coverage” section on page 5 for more
details.

Firmware updates for selected products

HP firmware updates are available to customers with an active agreement that entitles them
to access these updates. As part of this service, you have the right to download, install, and
use firmware updates for covered products, subject to license restrictions in HP’s current
standard sales terms. HP may provide, install, or assist with installation of firmware updates
in conjunction with onsite hardware support if you have a valid license to use the related
software updates.

Optional service features

• Accidental damage protection: Specific service levels may include protection against
accidental damage from handling eligible, covered hardware products. Accidental damage is
defined as physical damage to a product caused by or resulting from a sudden and
unforeseen incident, provided such damage occurs in the course of regular use. Examples
include non-intentional liquid spills in or on the unit, drops, falls, and electrical surges, as well
as damaged or broken liquid crystal displays (LCDs) and broken parts. Country restrictions
may apply; check with your local HP representative.
There are 2 available Care Pack options. Please see section titled ‘Limitations to the
accidental damage from handling service feature option’ on page 12 for full descriptions
of both ADP options. Additional details and exclusions pertaining to the accidental damage
protection service feature are detailed in the “Service limitations” section
• Defective media retention: This option allows you to retain defective hard disk drives or
SSD/flash drive components that you do not want to relinquish due to sensitive data they
might contain. All eligible drives on a covered system must participate in the defective
media retention.
• One-time Battery Replacement: The One Time Battery Replacement Service offers onsite
replacement of out-of-warranty batteries. One replacement battery will be provided if the
originally purchased battery drops below 50% charge capacity during normal use or if a call
failure has occurred before the 50% limit is reached.
This service terminates after you receive a battery replacement or when the service period
expires on the supported product, whichever event occurs first.
• Call to Repair: A Call-to-Repair time commitment may be selected for eligible products in lieu
of an onsite response time. For critical problems with covered products that cannot be
resolved remotely in a timely manner, HP will use commercially reasonable efforts to return
the covered hardware to operating condition within a specified time period after the initial
service request to the HP Solution Center. Call to Repair is not available in all regions. Contact
a local HP sales office for more details.
Data sheet | HP Hardware Support Onsite Service

• Enhanced parts inventory management: To support Call-to-Repair time commitments,

HP maintains an inventory of critical replacement parts to be stored at an HP designated
facility. These parts are managed to enable increased inventory availability and are accessible
to HP authorized representatives responding to eligible support requests. Enhanced parts
inventory management is included with select, optional Call-to-Repair time commitments.
• Desktop-/workstation-/mobile workstation-/thin client-/notebook-only coverage:
For eligible PC products, you may choose coverage for desktops, workstations, mobile
workstations, thin clients, or notebooks only. HP Care Packs with this coverage limitation
do not cover external monitors or accessories that are not purchased and included in the
original packaging of the product.

• Maintenance kit replacement: An HP trained technician travels to your site and provides all
labor, parts, and materials necessary to replace the maintenance kit and clean the printer.
The printer must be operating properly before the kit can be installed. HP may use
remanufactured parts that are equivalent to new in performance; replaced parts become
the property of HP. The repair commitment is complete when the technician replaces the
maintenance kit and successfully prints a test page.

Delivery specifications
Coverage window
The coverage window specifies the time during which the described services are delivered
onsite or remotely. An HP authorized representative will arrive on site during the coverage
window to begin hardware maintenance service within the appropriate response interval
after the call has been received and acknowledged by HP. Calls received outside the coverage
window will be logged at the time of the call, acknowledged the next coverage day, and
serviced within the appropriate response interval.
All coverage windows are subject to local availability. Contact a local HP sales office for detailed
information on service availability.

Onsite response time

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
(i.e., on the third coverage day, on the next coverage day, or within four hours). Onsite response
time begins when the initial call has been received and acknowledged by HP, and ends when
the HP authorized representative arrives at your site, or when HP determines that the reported
event does not currently require an onsite intervention. Response times are measured during
the coverage window only and may carry over to the next day with a coverage window.

Call to Repair
Call-to-Repair time refers to the period of time that begins when the initial service request is
logged at the HP Solution Center and ends when HP determines that the hardware is repaired.
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. Contact your HP representative
for available Call-to-Repair times in your region. All Call-to-Repair times are subject to local
availability.
Repair is considered complete upon HP verification that the hardware malfunction has been
corrected or that the hardware has been replaced. 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. 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
equivalent to new in performance. Replaced products become the property of HP.
It may take up to 60 days from the time this service is purchased and registered to set up and
perform any service-level analyses deemed necessary by HP and any associated processes and
parts planning before the hardware Call-to-Repair time commitment is in effect. During this
initial 60-day period, if a service-level analysis is performed, HP will provide onsite service with
the shortest onsite response time possible based on parts and resource availability. Response
times may vary by geography and site.
Coverage will not be supported outside the country for which the HP Call to Repair Care Pack
was sold.
Data sheet | HP Hardware Support Onsite Service

Service-level options
Contact a local HP sales office for detailed information on service availability and coverage.

Service-level option Coverage window

Second-business-day 9 hours per day (8:00 a.m. to 5:00 p.m. local time),
onsite response, standard 5 days per week (Monday through Friday, excluding
business hours (9 x 5) HP holidays)

Next-day onsite response, 9 hours per day (8:00 a.m. to 5:00 p.m. local time),
standard business hours 7 days per week (including HP holidays)
(9 x 7)

4-hour onsite response, 13 hours per day (8:00 a.m. to 9:00 p.m. local time),
extended business hours 5 days per week (Monday through Friday, excluding
(13 x 5) HP holidays)

4-hour onsite response, 13 hours per day (8:00 a.m. to 9:00 p.m. local time),
extended business hours 7 days per week (including HP holidays)
(13 x 7)

4-hour onsite response, 24 hours per day, 7 days per week (including HP holidays)
24 x 7

6-hour Call to Repair 24 hours per day, 7 days per week (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 of
the initial call to HP, if this time falls within the coverage
window.

24-hour Call to Repair, 24 hours per day, 7 days per week (including HP holidays)
24 x 7 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.

Escalation management
HP has established formal escalation procedures to facilitate the resolution of complex
incidents. Local HP management coordinates incident escalation, enlisting the skills of
appropriate HP resources and/or selected third parties to assist with problem-solving.

Access to electronic support information and services

As part of this service, HP provides access to certain commercially available electronic and
web- based tools. You have access to:
• Certain capabilities that are made available to registered users, such as subscribing to
hardware-related proactive service notifications and participating in support forums for
solving problems and sharing best practices with other registered users.
• Expanded Web-based searches of entitled technical support documents to facilitate faster
problem-solving.
• Certain HP proprietary service diagnostic tools with password access.
• A Web-based tool for submitting questions directly to HP. This tool helps to resolve problems
quickly with a prequalification process that routes the support or service request to the
resource qualified to answer the question. It also allows the status of each support or service
request submitted to be viewed, including cases submitted by phone.
• HP and third-party hosted knowledge databases for certain third-party products, where
you can search for and retrieve product information, find answers to support questions, and
participate in support forums. This service may be limited by third-party access restrictions.

Electronic remote support solution

For eligible products, the 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. Remote system access may enable the HP support specialist to provide more efficient
troubleshooting and faster problem resolution. HP support specialists will only use remote
system access with your authorization.

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Data sheet | HP Hardware Support Onsite Service

Work completion
Repairs are 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; you
are 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. 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. Work to completion may not apply to onsite support provided for desktop,
mobile, and consumer products. HP determines the final resolution of all reported incidents.

Coverage
This service provides coverage for eligible HP PCs, printers, multifunction printers (MFPs),
and other HP-branded hardware products, including HP-supported and supplied internal
components such as memory and optical drives. This includes attached HP-branded
accessories purchased together and included in the original packaging of the main desktop,
workstation, thin client, notebook, tablet, or POS printer or MFP product, such as a mouse,
keyboard, docking station, jacket, port replicator, AC power adapter, finishing accessory, or
paper tray.
HP Care Pack Services with this coverage limitation do not cover external HP monitors.
All- in-one devices do include the display, which is not considered a separate, external monitor.
However, a second monitor attached to an all-in-one device, for example, would not be covered
by this HP Care Pack.
HP docking stations or port replicators are covered within the country where the HP Care Pack
was purchased, but not outside the country of purchase.
For HP point of sale (POS) systems and bundled product solutions such as retail or mobile point
of sale solutions, this service covers the base unit only, unless the service states it is a POS
solution service, which provides coverage for the base unit as well as up to six 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, tablet PC pens, maintenance kits, and other supplies, as well as user maintenance
and non-HP devices, are not covered by this service. Batteries for mobile HP commercial PCs
are covered for up to three years. Search for “Understanding Battery Warranties for Business
Notebooks” on hp.com for more details.
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. HP will work with you to recommend replacements. Not all components
will have available replacements in all countries due to local support capabilities.

Prerequisites
You must have appropriate licenses for any underlying firmware that will be covered under
these services. HP may require a service-level analysis on covered products. If so, an
HP authorized representative will contact you to arrange for the service-level analysis to be
performed.
During this analysis, HP will gather key system configuration information, which will enable
HP resolution engineers to survey and troubleshoot possible future hardware problems and
complete repairs as quickly and efficiently as possible. Service-level analysis may be performed
onsite, via remote system access, remote tools, or over the phone, at the sole discretion of HP.
It may take up to sixty days to perform audits and processes that must be completed for Call to
Repair before the hardware Call-to-Repair time commitment can be put into effect.
There will be a review for eligibility for Call to Repair. You must provide to HP all the required
coverage locations prior to the review.

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.
Data sheet | HP Hardware Support Onsite Service

For hardware onsite response time options, HP strongly recommends that you 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, the
HP remote support solution is required. If the appropriate HP remote support solution is not
deployed, 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 appropriate HP remote support solution is not deployed.

Customer responsibilities
If specified customer responsibilities are not met, HP will (i) not be obligated to deliver the
services as described, or (ii) perform such service at your expense at the prevailing time and
material rates.
If required by HP, you or an HP authorized representative must activate the hardware product
to be supported within ten days of purchase of this service, using the registration instructions
within the HP Care Pack or the email document provided by HP, or as otherwise directed by HP.
If a covered product changes location, activation and registration (or a proper adjustment to
existing HP registration) must occur within ten days of the change.
HP will conduct a review to determine whether the service can be covered in the new location.
If it is determined that HP cannot support Call to Repair in the new location, service will default
to Next Business Day Onsite terms and conditions.
The Call-to-Repair time commitment requires immediate and unrestricted access to your
system when 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 you request scheduled service, the Call-to-Repair time
period begins at the agreed-upon scheduled time.
An appropriate HP remote support solution, with a secure connection to HP, is strongly
recommended for hardware onsite response time options, and required for hardware
Call- to-Repair time commitments. You must 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, you 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 request, you must support HP remote problem resolution efforts with the following
actions:
• 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.
You are responsible for installing, in a timely manner, critical customer-installable firmware
updates, as well as CSR parts and replacement products delivered to you. You agree to pay
additional charges if you request that HP install customer-installable firmware updates or
patches. Any additional charges to you will be on a time-and-materials basis unless otherwise
previously agreed in writing.
In cases where CSR parts or replacement products are shipped to resolve a problem, you are
responsible for returning the defective part or product within a time period designated by HP.
If 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, you will be
required to pay the HP list price for the defective part or product, as determined by HP.
You are responsible for the security of your own proprietary and confidential information, and
for properly sanitizing or removing data from products that may be replaced and returned
to HP as part of the repair process. For more information on these responsibilities, including
those outlined in the HP Media Sanitization Policy and Media Handling Policy for Healthcare
Customers, see hp.com/go/mediahandling
Data sheet | HP Hardware Support Onsite Service

Accidental damage protection (optional feature)

For HP Care Pack offerings that include the accidental damage protection optional service
feature, you must report accidental damage to HP within thirty days of the incident date so that
HP can expedite system repair. The report must have a detailed explanation of the accident,
including when, where, and how it occurred, and a description of damage to the unit. HP will
deny the claim if this information is not provided, or if the incident is reported more than thirty
days after the incident date.

Defective media retention (optional feature)

With the defective media retention service feature option, it is your responsibility to:
• Retain physical control of disks or SSD/flash drives at all times; HP is not responsible for
data contained on disks or SSD/flash drives.
• Ensure that any sensitive data on the retained disks or SSD/flash drives is destroyed or
remains secure.
• Provide HP with identification information for each disk or SSD/flash drive retained hereunder,
and execute a document provided by HP acknowledging your retention of the disks or SSD/
flash drives.
• Destroy the retained disk or SSD/flash drives and/or ensure that the disk or SSD/flash drive is
not put into use again.
• Dispose of all retained disks or SSD/flash drives in compliance with applicable environmental
laws and regulations.
For disks or SSD/flash drives supplied to you by HP as loaner, rental, or lease products, you
will promptly return the replacement disks or SSD/flash drives at the expiration or termination
of support with HP. You will be solely responsible for removing all sensitive data before
returning any such loaned, rented, or leased disks or SSD/flash drives 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.

One time Battery Replacement service feature (optional feature)

Customers who did not previously register their One Time Battery Service Replacement should
note that it is necessary to register the purchase before the battery replacement order can
be completed. You will be required to provide “proof of purchase” at the time of the claim.
You should be prepared to provide data from the purchase documentation to the Call Centre
representative and to fax or mail a copy of the proof of purchase to HP. If you want HP to
take care of the battery disposal and destruction of the hazardous battery in compliance to
environmental standards and local regulations, please reach out to your HP representative.
Additional charges may apply.

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. These may include the
delivery, via courier, of Customer Self Repair (CSR) parts or an entire replacement product.
HP will determine the appropriate delivery method required to provide effective and timely
support and meet the Call-to-Repair time commitment, if applicable.
HP engineers its products to be customer repairable. CSR is a key component of HP warranty
terms. It allows HP to ship replacement parts, such as a keyboard, a mouse, or other parts
classified as CSR parts, directly to you once a failure has been confirmed. Parts are generally
shipped overnight so they can be received as quickly as possible. You can then replace the parts
at your convenience.
“Mandatory” CSR is part of the standard warranty associated with some products. CSR is
optional for customers with an HP Care Pack or a contractual support agreement. “Optional”
allows you to perform CSR or choose to have HP service personnel perform the replacement at
no additional charge during the product service coverage period.
HP Care Pack and contractual support agreements that include “onsite” terms would result
in CSR parts being shipped directly to you if you choose CSR. Conversely, an HP support
representative would arrive onsite to perform the repair if you decide not to utilize CSR.
HP Care Pack and contractual support agreements that include “offsite” terms such as “Pickup
and Return” or “Return to HP” would require you to deliver the product to an authorized HP
repair location or ship the product to HP (at the discretion of HP) if you decide not to utilize CSR.
If you agree to the recommended CSR and a CSR part is provided to return the system to
operating condition, the onsite service level will not apply. In those cases, it is HP practice to
express-ship CSR parts that are critical to the product operation to your location.
Data sheet | HP Hardware Support Onsite Service

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.

Exclusions from HP Hardware Support Onsite Service

• Backup, recovery, and support of the operating system, other software, and data.
• Operational testing of applications or additional tests requested or required by you.
• Troubleshooting for interconnectivity or compatibility problems.
• Support for network-related problems.
• Services required due to failure to incorporate any system fix, repair, patch, or modification
provided by HP.
• Services required due to failure to take avoidance action previously advised by HP.
• Services required due to improper treatment or use of the product.
• Services required due to unauthorized attempts to install, repair, maintain, or modify
hardware, firmware, or software.

Maximum supported lifetime/maximum usage

Parts and components that 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, repaired, or replaced as part of this
service.

Exclusions from accidental damage protection

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:
• Normal wear and tear; change in color, texture, or finish; gradual deterioration; rust; dust;
or corrosion.
• 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.
• 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 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, or lack of manufacturer-specified maintenance (including the use of inappropriate
cleansers).
• Error in product design, construction, programming, or instructions.
• 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.
• Theft, loss, mysterious disappearance, or misplacement.
• Data loss or corruption; business interruptions.
• Fraud (including but not limited to incorrect, misleading, erroneous, or incomplete disclosure
of how the equipment was damaged).
• Accidental or other damage to the product that is cosmetic in nature, meaning damage that
does not affect operation and functioning of the computer.
• Computer monitor screen imperfections—including but not limited to “burn-in” and missing
pixels—caused by normal use and operation of the product.
• Damage to products whose serial numbers are removed or altered.
• Damage or equipment failure that is covered by manufacturer’s warranty, recall, or factory
bulletins.
• Damage caused during shipment of the covered product to or from another location.
Data sheet | HP Hardware Support Onsite Service

• 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.
• Any and all pre-existing conditions that occurred prior to the purchase date of the
HP Care Pack.
• Product obsolescence.
• Any equipment relocated outside the country of purchase and not covered by an HP Travel +
Accidental Damage Protection Care Pack.
• Damaged or defective LCD screens when the failure is caused by abuse or is otherwise
excluded herein.
• Intentional damage that results in a cracked or damaged computer display screen or
damaged monitor.
• Damage due to police action, undeclared or declared war, nuclear incident, or terrorism.
• Alteration or modification of the covered product in any way.
• Any willful act to cause damage to the covered product.
• Reckless, negligent, or abusive conduct while handling or using the product.
• Unit cracks or holes when the damage does not penetrate the outer case and/or reveal
internal circuitry or sharp edges.
• Missing or broken keyboard caps not related to a covered accident (e.g., drop, liquid spill).

Limitations to accidental damage protection

For ADP Care Packs that include Gen 2 in the description
The total amount that HP will pay for repairs or replacement made in connection with all
claims for accidental damage from handling on any Covered Product shall not exceed the
purchase price of that Covered Product excluding tax and shipping. In the event that HP, ITS
AFFILIATES,SUPPLIERS, CONTRACTORS, RESELLERS, OR SERVICE PROVIDERS make repairs,
which in the aggregate are equal to the purchase price of the Covered Product, or replace the
Covered Product with a new, rebuilt, or refurbished product of equal or similar features and
functionality, HP will have no further obligations under this Care Pack agreement regarding
claims for accidental damage from handling for such Covered Product, but all other aspects of
the Care Pack purchasedwill remain in effect unless specifically documented otherwise in the
country of purchase. The cost of repair for any additional ADP claims will be charged on a time-
and- materials basis.
For ADP Care Packs that include 1 ADP CLAIM in the description
For ‘1 ADP CLAIM Care Packs, claims for ADP repair is limited to one claim per product serial
number commencing from the HP service start date. Once the one claim limit is reached, the
Limit of Liability for ADP under this HP Service agreement will have been reached. In the event
that HP, ITS AFFILIATES, SUPPLIERS, CONTRACTORS, RESELLERS, OR SERVICE PROVIDERS make
ADP repairs, replace the Covered Product with a new, rebuilt, or refurbished product of equal or
similar features and functionality, HP will have no further obligations under this HP Care Pack
service agreement regarding claims for accidental damage from handling for such Covered
Product, but all other aspects of the HP Care Pack service purchased will remain in effect
unless specifically documented otherwise in the country of purchase. The cost of repair for any
additional ADP claims will be charged on a time-and-materials basis.
For ADP Care Packs that include 2 ADP CLAIMS in the description
For 2 ADP CLAIMS Care Packs, claims for ADP repair is limited to Two claims per product serial
number commencing from the HP service start date. Once the two claims limit is reached, the
Limit of Liability for ADP under this HP Service agreement will have been reached. In the event
that HP, ITS AFFILIATES, SUPPLIERS, CONTRACTORS,RESELLERS, OR SERVICE PROVIDERS make
ADP repairs, replace the Covered Product with a new, rebuilt, or refurbished product of equal
or similar features and functionality, HP will have no further obligations under this HP Care
Pack service agreement regarding claims for accidental damage from handling for such
Covered Product, but all other aspects of the HP Care Pack service purchased will remain in
effect unless specifically documented otherwise in the country of purchase. The cost of repair
for any additional ADP claims will be charged on a time-and-materials basis.
Data sheet | HP Hardware Support Onsite Service

Limitations to the One time Battery Replacement service feature option:

This Care Pack must be purchased within 90 days of the hardware purchase. Customers who do
not purchase the One-time Battery Replacement Service at time of hardware purchase have an
option to purchase an after-market battery option kit from HP.
This service is for one (1) battery replacement per product under contract within the terms
of service of the Care Pack. Coverage is limited to the primary battery that was originally
configured and purchased with the product.

Excluded from this service are activities such as, but not limited to, the following:
• Any repair beyond replacement of the battery, should the product need any such repairs
• Additional part replacements, as there will be a separate charge for this service
• Replacement of secondary or accessory batteries purchased after purchase of the original
configuration, which includes long-life and travel batteries
• Coverage beyond the terms of the service, as indicated in the Care Pack description
Requests for multiple batteries for multiple systems (batching) may only be made by
self-servicing HP commercial or educational customers or their agents and may result in a
delay of parts delivery.
This service is not available in all countries or regions. Please contact your HP Sales
Representative for service availability.

Limitations to defective media retention

The defective media retention service feature option applies only to disks or eligible SSD/flash
drives replaced by HP due to malfunction. It does not apply to any exchange of disks 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.
Failure rates on disks and SSD/flash drives are constantly monitored, and HP reserves the right
to cancel this service with thirty days’ notice if HP reasonably believes that you are overusing
the defective media retention service feature option (such as when replacement of defective
disks 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 you, or sent to HP by you. Notwithstanding anything
in the current HP standard sales terms or the technical data sheet to the contrary, in no event
will HP or its 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.
Failure rates on these components are constantly monitored, and HP reserves the right to
cancel this service with thirty days’ notice if HP reasonably believes that you are 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 from maintenance kit replacement

This feature does not include any repair beyond the replacement of the maintenance kit.
Should your printer need any additional part replacements, there will be a separate charge for
this service. Maintenance kits for HP printers can only be replaced by authorized HP technicians.

Severity level Examples

Severity 1: Critical Down Production environment down; production system
or production application down/at severe risk; data
corruption/loss or risk; business severely affected;
safety issues
Severity 2: Critically Degraded Production environment severely impaired; production
system or production application interrupted/compromised;
risk of reoccurrence; significant impact on business
Severity 3: Normal Non-production system (e.g., test system) down or
degraded; production system or production application
degraded with workaround in place; noncritical
functionality lost; limited impact on the business
Severity 4: Low No business or user impact
Data sheet | HP Hardware Support Onsite Service

Incident severity level

HP will acknowledge a call by logging a case, communicating the case ID to you, and confirming
the incident severity and time requirements for commencement of remedial action. Note:
For events received via HP electronic remote support solutions, HP will contact you, ask
you to define the incident severity, 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 commitments may differ depending on incident
severity. You determine the incident severity level.

Travel zones
All hardware onsite response times apply only to sites located within 100 miles (160km) of an
HP designated support hub. Response times to sites located more than 100 miles (160km)
from an HP designated support hub will have modified response times for extended travel,
as shown in the table below. Distances indicated below are for guidance only. For more
information on travel zones, contact a local HP sales office.

Distance from HP designated Next-coverage-day onsite response time

support hub

0–100 miles (0–160km) Next-coverage-day onsite response time

101–200 miles (161–320km) 1 additional coverage day

201–300 miles (321–480km) 2 additional coverage days

Beyond 300 miles (480km) Established at time of order and subject to resource
availability

Call to Repair is available only for sites located within 50 miles (80km) of an HP designated
support hub. For sites that are located within 51 to 100 miles (81 to 160km) of an HP
designated support hub, an adjusted hardware Call-to-Repair time commitment applies,
as shown in the next table. 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. Distances
indicated below are for guidance only. For more information on travel zones, contact a local
HP sales office.

Distance from HP designated Committed hardware Call-to-Repair time

support hub

0–50 miles (0–80km) Committed Call-to-Repair time applies

51–100 miles (81–160km) Committed Call-to-Repair time applies

Beyond 100 miles (160km) Check with your local HP representative

Travel to sites located within 200 miles (320km) of an HP designated support hub is provided
at no additional charge. If the site is located more than 200 miles (320km) 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,
or remote areas in deserts), 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 may vary in some geographic locations.
Coverage may not be supported outside the country for which the Call to Repair HP Care Pack
was sold. Please check your local HP representative for details.
Data sheet | HP Hardware Support Onsite Service

Ordering information
All units and options with individually sold HP Care Pack offerings must be ordered with the
same service level as the product they are contained in for that service level to be 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. Contact your local HP sales representative or channel partner to order HP Hardware
Support Onsite Service, or to request additional details.

Terms and conditions

See complete HP Care Pack terms and conditions.

For more information

Contact your local HP sales representative or channel partner for details or visit
hp.com/go/pcandprintservices

Sign up for updates

hp.com/go/getupdated

HP services are governed by the applicable HP terms and conditions of service provided or indicated to the customer at the time of purchase. Customers 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 2019 HP 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. HP shall not be
liable for technical or editorial errors or omissions contained herein.
4AA5-6385EEIN, April 2022