HP Hardware Exchange with webOS Support Service
HP Care Pack Services
Technical data
Every HP webOS device comes with complimentary telephone technical support for 90 days and a
1-year limited warranty once the device is activated (‘Warranty Start Date’). With the purchase of the
HP Hardware Exchange with webOS Support Service, you can extend or enhance your service
coverage.
Service benefits
During the selected coverage duration period (shown in table 2), this service:
Provides access to webOS technical support experts as often as you like and helps you get your
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questions answered
Offers convenient next-business-day(1) exchange service provided by webOS authorised technicians in
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case your device needs to be repaired
Provides extended support for one year or more based on the available selected service package
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Offers protection for accidental damage when this service is included in the purchased package
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(optional)
Service feature highlights
Telephone support
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Advance exchange for hardware
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Coverage duration (optional)
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Accidental damage protection (optional)
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HP Technology Services are governed by the HP Single Order Terms for Support or the HP Care Pack
Support Service Agreement, or Customer's purchase agreement with HP.
Specifications
Table 1. Service features
Feature Delivery specifications
Telephone support Only HP Care Pack services provide one-stop service and support from webOS device and
operating system experts, so most issues can be resolved in a single call, helping Customers to
get the most from their webOS devices.
In the United Kingdom, telephone support is available from 8 a.m. to 8 p.m. local time
Monday through Friday (closed Saturday and Sunday). These hours are subject to change at
HP’s sole discretion.
Advance exchange for
hardware
HP provides advance exchange as the standard shipping option as a benefit of this HP Care
Pack service. Should HP determine during troubleshooting that the Customer’s webOS device is
defective, a replacement will be shipped to the Customer, along with a prepaid box for
shipping the defective device back to HP.
Service orders are processed during standard business days Monday through Friday,
excluding HP holidays. The replacement product will be delivered the next business day(1) if
the service order is received before 3:00 p.m. local time. Otherwise, the replacement will be
shipped the next business day(1). Coverage windows may vary by geographic location. With
respect to advance exchange, the Customer has certain responsibilities, which are set forth in
the ‘Customer responsibilities’ section of this document.
Specifications
Table 2. Service-level options
Not all service-level options are available on all products. The service-level options the Customer has chosen will be specified in
the Customer's contract documentation.
Option Delivery specifications
Coverage duration This service extends or enhances the webOS device’s manufacturer's warranty beyond the
1-year limited warranty. HP Care Pack services are available with a choice of coverage
durations for webOS products, such as 1-year or 2-year coverage. Total coverage duration is
indicated in the description of the selected package. Coverage of the HP Care Pack service
begins on the same day as the hardware ‘Warranty Start Date’ for the device, regardless of
the day on which the HP Care Pack service is purchased. For example, if a 2-year HP Care
Pack service is bought three months after the device activation, enhanced coverage applies to
the remaining nine months of the standard 1-year warranty, plus one additional year.
Accidental damage
protection
Where the accidental damage protection service feature applies, the Customer receives
protection against accidental damage from handling the covered hardware product as part of
this service.
Accidental damage from handling is defined as physical damage to a product caused by or
resulting from a sudden and unforeseen incident, provided such damage occurred in the
course of regular use. Covered perils include unintentional liquid spills in or on the unit, as well
as drops, falls and electrical surges. This includes damaged or broken liquid crystal displays
(LCDs) and broken parts.
Additional details and exclusions to the accidental damage protection service feature are
detailed in the 'Service limitations’ section below.
Coverage
All standard accessories included with the HP base unit part number and all HP-supplied internal
components, such as the non-removable battery, are covered under this service.
Items including but not limited to the following are not covered under this service:
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Non-HP devices
HP Technology Services are governed by the HP Single Order Terms for Support or the HP Care Pack
Support Service Agreement, or Customer's purchase agreement with HP.
2
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HP-branded accessories purchased in addition to the device, such as Touchstone, case and keyboard
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Removable or customer-replaceable batteries
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Any product previously repaired by an unauthorised technician or user
Customer responsibilities
The Customer or an HP authorised representative must register the hardware product to be supported
within 10 days of purchase of this service, using the registration instructions within the email document
provided by HP or as otherwise directed by HP.
During a support incident, the Customer must:
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Provide all information necessary for HP to deliver timely and professional support and to enable HP to
determine the level of support eligibility
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Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
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Provide a credit card number to HP for surety purposes at the time of the service request, if so requested
by HP
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Ship the defective product or parts to HP within five business days of receipt of the replacement
product; if the defective product or part is not received by HP within 15 business days of the Customer’s
receipt of the replacement product, the Customer will be charged the replacement product’s list price
It is the Customer's responsibility to:
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Ensure that all necessary webOS profile data is backed up via the backup application on the device
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Maintain a current backup copy of the on-device data (located in the USB storage drive), including
pictures, videos, and music
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Restore webOS profile data and add other data and files to the replacement device
Service limitations
At HP’s discretion, service will be provided using telephone support or other service delivery methods.
HP will determine the appropriate delivery method required in order to provide effective and timely
customer support.
Services do not include:
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Diagnosis or maintenance at the Customer site
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Recovery of software or media stored on the USB storage drive or otherwise not backed up by the HP
webOS Account services
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Troubleshooting for interconnectivity or compatibility problems
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Services required due to failure of the Customer to incorporate any system fix, repair, patch or
modification provided to the Customer by HP
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Services required due to failure of the Customer to take avoidance action previously advised by HP
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User preventive maintenance
Accidental damage protection details and exclusions
Accidental damage protection from handling does not cover the following:
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Intentional acts of damage, which are defined as damage caused by failure to adhere to the
manufacturer's recommended maintenance or operating specifications
HP Technology Services are governed by the HP Single Order Terms for Support or the HP Care Pack
Support Service Agreement, or Customer's purchase agreement with HP.
3
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Damage due to war or nuclear incident, terrorism, vehicular accident or act of God; unauthorised
attempts to repair the product; or use of damaged or defective media
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Damage that does not affect unit functionality, including but not limited to cosmetic damage; rust;
change in colour, texture or finish
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Damage due to normal wear and tear or gradual deterioration
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Data loss or corruption, business interruptions or obsolescence
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Fraud, theft, unexplained or mysterious disappearance, misuse, abuse or wilful act
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Alteration or modification of the product in any way
For HP webOS products, device replacement is limited to one replacement per 12-month period
commencing from the Care Pack service start date.
Once the specified limit is reached, the cost of repair for a device will be charged based on the
standard repair fee schedule.
Service eligibility
This service must be purchased and registered for each webOS product that will require support.
This service is available only in the country where the HP Care Pack service is purchased.
(1)Available service levels, durations and response times for HP Care Pack services may vary
depending on the Customer’s geographic location. Service start date aligns with the original device
manufacturer’s ‘Warranty Start Date’. Restrictions and limitations apply. To check for compatible HP
Care Pack services or for more details, visit HP Care Pack Central at www.hp.com/go/cpc.
General provisions/Other exclusions
Travel charges may apply in some geographic locations. Please contact a local HP representative for
details.
© Copyright 2011 Hewlett-Packard 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 or condition, express or implied, in fact
or in law. HP shall not be liable for technical or editorial errors or omissions contained herein.
HP Technology Services are governed by the HP Single Order Terms for Support or the HP Care
Pack Support Service Agreement, or Customer's purchase agreement with HP.
4AA3-4481EEW Rev. 1, August 2011
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