Absolute U7ZJ5E Product Data Sheet
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
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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Data sheet | Nex t Business Day Hardware Sup port for Travelers
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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