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Data sheet
Next Business Day Hardware
Support for Travelers
Care Pack, part of HP Care
Service benets
• HP hardware support during your travel
• Convenient onsite support, where available
• Reliable response times
• Multinational geographic coverage
Service feature highlights
• Remote problem diagnosis and support
• Onsite hardware support
• Replacement parts and materials
• Coverage window: standard business hours,
standard business days
• Onsite response time: next business day, as
locally available
• Commercial Notebook and Tablet coverage
• Defective Media retention service (optional; for
eligible products only)
• Accidental damage protection service
(optional)
Service overview
Next Business Day Hardware Support for Travelers provides mobile computer users with
a hardware support solution for their new HP portable product. This easy and convenient
solution is available in all the countries/geographic locations listed here. This service is
available for Select HP branded products and includes, as locally available, a next-businessday onsite response time (with local-language remote problem diagnosis in participating
countries) in support of hardware problem resolution. Support is provided during the
standard business hours and days of the local country/geographic location.
Specications
Table 1. Service features
Feature Delivery specications
Travel coverage
Remote problem
diagnosis and support
Travel coverage is available in major geographies of the world, with a list of
countries/geographic locations that is extensive and expanding. A detailed
list is maintained can be found here. This list provides information on the
specic geographic availability of Next Business Day Hardware Support
for Travelers, including accidental damage protection and defective media
retention options. The listing of countries/geographic locations is subject to
change without notice.
It is recommended that the Customer validate travel coverage through this
website prior to any departure.
When the Customer is traveling in any of these locations and outside the
country of original product purchase, HP will:
• Provide the Customer with the HP Global Solution Center telephone
number for the pertinent country/geographic location, which can be found
here
• Accept calls in the country/geographic location of travel from the Customer
or the internal help desk of the Customer’s company
• Diagnose to the hardware failure level
• Arrange for next-business-day response service at the Customer’s
location in the participating country/geographic location, or delivery of a
replacement part, as needed
• Provide the parts required for repair according to the hardware
specication, provided the localised parts are available in the location of
travel
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. Prior to any onsite assistance, HP may
initiate and perform remote diagnostics using electronic remote support
tools (where available) to access covered products. Alternatively, HP may
use other means available to facilitate remote problem resolution.
Upon experiencing a hardware problem outside the country of purchase, the
Customer must rst call HP for assistance during local business hours and
business days at the local phone numbers, which can be found here
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Data sheet | Nex t Business Day Hardware Sup port for Travelers
Feature Delivery specications
Onsite hardware support For technical hardware issues that cannot, in HP’s judgment, be resolved
Replacement parts and
materials
Coverage window The coverage window species the time during which the described ser vices
Onsite response time Onsite response time species the period of time that coverage begins as
remotely, an HP authorised representative will provide onsite technical
support on covered hardware products to return them to operating
condition. HP may, at its sole discretion, elect to replace the products in lieu
of repairing them. Replacement products are new or functionally equivalent
to new products in performance. Replaced products become the property
of HP.
In addition, HP may install available engineering improvements to help
the Customer experience proper operation of the hardware products and
maintain compatibility with HP-supplied hardware replacement parts. At its
sole discretion, HP may install any rmware updates that, in the opinion of
HP, are required to return the covered product to operating condition or to
maintain supportability by HP.
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 replaced parts will be
billed and required to pay the list price less any applicable discounts 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.
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 technical product
data sheet will not be provided, repaired, or replaced as part of this service.
are delivered onsite or remotely.
Service requests received outside this coverage window will be logged the
next day for which the Customer has a service coverage window.
The following coverage window is available for this service:
• Standard business hours, standard business days (9x5)—Service is
available between 8:00 a.m. and 5:00 p.m. local time, Monday through
Friday excluding HP holidays (may vary by country and geographic
location), or the applicable standard business hours and standard business
days of the participating country/geographic location where the service is
requested.
All coverage windows are subject to local availability. Contact a local sales
oice for detailed information on service availability.
when the initial service request is received and logged with HP and ends
when the HP authorised representative arrives at the Customer’s site, if
this time falls within the specied coverage window. 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.
The following onsite response time is available for this service:
• Next-business-day onsite response—An HP authorised 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.
Local restrictions, such as service travel areas with adjusted response
times, may apply depending on the geographic location where the hardware
support is requested.
All response times are subject to local availability. Contact a local HP sales
oice for detailed information on service availability.
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Specications (optional)
Table 2. Optional service features
Feature Delivery specications
Notebook-only coverage For eligible PC products, the Customer may choose notebook-only coverage.
Defective media
retention
Accidental damage
protection
Care Pack oerings with this coverage do not extend the specied service
level to the external monitor and external or other external accessories.
The docking station or port replicator is eligible for coverage within the
host country where the Care Pack was purchased, but does not qualify for
coverage when travel is outside the country of purchase.
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.
For eligible products, specic service levels may be oered 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 dened 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. 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.
Coverage
This service provides coverage for eligible HP branded hardware products and all HPsupported and supplied internal components (such as memory and DVD-ROM drives), as
well as attached HP branded accessories purchased together with the main product, such as
mouse, keyboard, docking station, AC power adapter.
External HP Monitors are not covered. All-in-One devices do include coverage of 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 service.
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. HP Notebook and Tablet
long-life batteries are covered for up to 3 years.
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.
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Customer responsibilities
In cases where the Customer does not act upon the Customer responsibilities as stated
below, HP or an HP authorised service provider will not be obligated to deliver the services as
described.
If applicable, the Customer or HP authorised representative must register the hardware
product to be supported within 10 days of purchasing this service, using the registration
instructions within each package, an email document, or another method as directed by
HP. In the event a covered product changes location permanently, registration (or a proper
adjustment to existing HP registration) must occur within 10 days of the change.
Upon HP request, the Customer will be required to support HP’s remote problem resolution
eorts. The Customer will:
• Run any applicable customer-executable diagnostics prior to notifying HP of a malfunction
• Promptly notify HP of a malfunction in the hardware product
• Provide the serial number of the covered product
• Provide the local address and phone number
• Be present for the onsite service engineer or to receive the courier delivery of the parts
• Allow HP full and unrestricted access to all locations where the service is to be performed
• Provide all information necessary for HP to deliver timely and professional remote support
• Start self-tests and install and run other diagnostic tools and programs
• Install customer-installable rmware updates and patches
• Perform other reasonable activities to help HP identify or resolve problems, as requested
in the hardware product
and to enable HP to determine the level of support eligibility
by HP
The Customer is responsible for installing, in a timely manner, critical customer-installable
rmware updates, as well as Customer Self Repair parts and replacement products delivered
to the Customer.
In cases where Customer Self Repair parts are shipped to resolve a problem, the Customer
is responsible for returning the defective part within a time period designated by HP. In the
event HP does not receive the defective part within the designated time period or if the
part is physically damaged upon receipt, the Customer will be required to pay a fee for the
defective part, as determined by HP.
With the defective media retention service feature option, it is the Customer’s
responsibility to:
• 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
• Ensure that any Customer sensitive data on the retained Disk or SSD/Flash Drive is
destroyed or remains secure
• Have an authorised representative present to retain defective Disk or SSD/Flash Drives,
accept replacement Disk or SSD/Flash Drives, provide HP with identication 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
• Destroy the retained Disk or SSD/Flash Drive and/or ensure that the Disk or SSD/Flash Drive
is not put into use again
• 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, rented, or leased Disk or
SSD/Flash Drive to HP and HP shall not be responsible for maintaining the condentiality or
privacy of any sensitive data that remains on such Disk or SSD/Flash Drive.
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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, other parts classied as Customer Self Repair parts, or an entire
replacement product. HP will determine the appropriate delivery method required to provide
eective and timely Customer support.
HP reserves the right to remove the covered product from the Customer’s location to make
the repair.
HP requires that the Customer return the failed unit to the original country of purchase if
any repair event, including accidental damage protection, would require replacement of the
device. Whole unit replacement is not available outside the original country of purchase for
this service. Travel coverage is limited to onsite and osite repair of the original unit.
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.
The following activities are excluded from this service:
• Backup, recovery, and support of the operating system, other software, and data
• Troubleshooting for interconnectivity or compatibility problems
• Services required due to failure of the Customer to incorporate any system x, repair, patch,
• Services required due to failure of the Customer to take avoidance action previously
• User-preventive maintenance
or modication provided to the Customer by HP
advised by HP
When the Customer is traveling outside the country of purchase, the described support
services will be provided only if the country/geographic location where the service is
requested and delivered is listed as a participating country/geographic location on a table
accessible here. Services are not available under this agreement in countries/geographic
locations other than those listed in that table. Service may, however, be provided at a lower
service level at some additional locations not listed in that table.
If parts needed for the repair, especially specialised language-specic or country-specic
parts, are not available, the Customer has the following options:
• Postpone the request for the service until the Customer has returned to the country where
the product was originally purchased
• Accept the replacement of a defective foreign part with a local part (for example, English/
American keyboard)
Specialised language-specic or country-specic parts such as non-international English
keyboards, non-local-language keyboards, or certain localised power supply parts are not
generally available when traveling internationally and are not covered under the terms of
this agreement, except within the boundaries of the country of origin.
Services requested outside the original country of purchase are limited to the base unit only.
Services for external monitors are provided only in the original country of purchase, if this
additional coverage has been purchased. The docking station or port replicator is eligible for
coverage within the host country where the Care Pack was purchased, but does not provide
coverage when traveling outside the country of purchase.
Non-HP-branded options are excluded from this service.
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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 specied 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 quick specs, or the technical data sheet are
not eligible for the defective media retention service feature option.
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 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 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.
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 following situations and damage due to:
• Normal wear and tear; change in color, texture, or nish; gradual deterioration; rust; dust;
or corrosion
• Fire, 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,
oods), or any other peril originating from outside the product
• Exposure to weather conditions or environmental conditions that are outside of HP
specications; exposure to hazardous (including bio-hazardous) materials; operator
negligence; misuse; mishandling; improper electrical power supply; unauthorised repairs or
attempts to repair; improper and unauthorised equipment modications, attachments, or
installation; vandalism; animal or insect damage or infestation; defective batteries; battery
leakage; or lack of manufacturer-specied 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 specications and owner’s manual
• Theft, loss, unexplained or 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 to the Customer’s adjudicator, the servicer,
or HP)
• Accidental or other damage to the product that is cosmetic in nature, meaning damage that
does not impact operation and functioning of the product
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• Computer monitor screen imperfections including, but not limited to, ‘burn-in’ and missing
• Damage to product(s) whose serial numbers are removed or altered
• Damage or equipment failure that is covered by manufacturer’s warranty, recall, or factory
• Damage caused during the Customer’s shipment of the covered product to or from another
• Damage to hardware, software, media, data, etc., stemming from causes including, but not
• Any and all pre-existing conditions that occurred (i.e., took place) prior to the purchase date
• Product obsolescence
• Any equipment relocated outside the country of purchase and not covered by a Travel +
• Damaged or defective LCD screens when the failure is caused by abuse or is otherwise
• Intentional damage that results in a cracked or damaged computer display screen or
• Damage due to police action, undeclared or declared war, nuclear incident, or terrorism
• Alteration or modication 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 (If protective
pixels, caused by normal use and operation of the product
bulletins
location
limited to, viruses; application programs; network programs; upgrades; formatting of any
kind; databases; les; drivers; source code; object code or proprietary data; any support,
conguration, installation, or reinstallation of any software or data; or use of damaged or
defective media
of the Care Pack
Accidental Damage Protection Care Pack
excluded herein
damaged monitor
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 oensive manner that may result
in its damage, and any willful or intentional damage to the product. Any damage resulting
from such acts is 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 Care Pack start date. Once
the specied limit is reached, the cost of repair for any additional claims will be charged on
a time-and-materials basis, but all other aspects of the Care Pack purchased will remain
in eect unless specically documented otherwise in the country of purchase. For those
Customers with a history of signicantly high claims, HP also reserves the right to deny
acceptance of requests to purchase the accidental damage from handling service feature.)
Service eligibility
Travel coverage, as specied in table 1, in countries/geographic locations other than the
original country of purchase is restricted to travel periods and is not valid for permanent
deployment in another region.
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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 modied response times for extended travel, as shown in the table below.
Distance from HP designated support hub Onsite response time
0–100 miles (0 –160 km) Next business day*
101–200 miles (161–320 km) 1 additional business day*
201–300 miles (321–480 km) 2 additional business days*
Beyond 300 miles (480 km) Established at time of order and subject to resource
availability*
* Travel zone denitions and corresponding
response times vary in participating countries/
geographic locations. Contact the local sales
oice for details on travel zones and modied
response times.
For more information
hp.com/go/pcandprintservices
To contact the HP Global Solution Centers for technical support, please visit
http://welcome.hp.com/country/us/en/wwcontact_us.html
Sign up for updates
hp.com/go/getupdated
HP Ser vices are governed by the applicable HP terms and conditions of ser vice provided or indicated to Customer at the t ime of purcha se. Customer may
have additio nal statuto ry rights according to appl icable local laws, and such right s are not in any way aected by the HP terms an d condition s of service
or the HP Limited Warra nty provid ed with your HP Product.
© Copyr ight 2017 HP Development Company, L.P. The information contained herein is subject to change without notice. The only warra nties for
HP prod ucts and services are set forth in the exp ress warranty statement s accompany ing such products and ser vices. Nothing herein sho uld be
construed as constit uting an add itional warrant y. HP shall not be liable for technical or editorial errors or omissions contained herein.
5981-6650 EEE, July 2017, Rev. 10
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