Data sheet
Get back up and running fast
HP Hardware Support Exchange Service
Service feature highlights
• Convenient door-to-door service
• Lower-cost alternative to onsite repair
• Freight costs paid by HP
Service feature highlights
• Remote problem diagnosis and technical
telephone support
• Hardware exchange
• Prepaid shipping label, materials and
instructions for returning the defective
product
• Flexible coverage options
Service overview
Don’t lose time to unexpected hardware defects or issues. HP Hardware Support Exchange
Service gets you back up and running quickly by delivering replacement products or parts
within a specied period of time. A convenient and cost-eective alternative to on-site
support, HP Hardware Support Exchange Service provides a fast and reliable service
exchange for eligible products – specically products that ship easily and enable simple
restoration of data from your backup les. HP provides packaging materials for shipment of
the defective product and pays for shipping costs. Replacement products or parts that you
receive are new – or equivalent to new – in performance.
Specications
Table 1. Service features
Feature Delivery specications
Remote problem
diagnosis and support
Hardware exchange If the problem cannot be resolved remotely, HP will replace the defective
Prepaid shipping
label, materials and
instructions for
defective unit return
Prior to scheduling a unit exchange, HP will provide basic telephone
technical assistance with installation, product conguration, setup and
problem resolution.
product or the customer-replaceable part with a product or part that is new
or equivalent to new in performance. The replaced product or part must be
returned within the specied time and becomes the property of HP.
HP will provide a container suitable for returning the defective product to
HP. Instructions and a prepaid shipping label for the return of the failed
product will be included in the shipping container.
Table 2. Service-level options
Feature Delivery specications
Next-business-day
hardware exchange
Advance exchange HP will ship a replacement product to the Customer’s site for delivery
Receipt unit exchange Upon receipt by HP of the defective product and validation that
For all service-level options, the replacement product or part is shipped via a carrier or courier to the
Customer’s location free of freight charges. Shipping through international customs is prohibited.
For calls received before 2:00 p.m. local time, HP standard business
days, excluding HP holidays, HP will ship a replacement product to the
Customer’s site for deliver y on the next business day. Service requests
received after 2:00 p.m. or outside the coverage window will be logged
the next business day and serviced within the following business day.
generally within 4–7 business days after the service request has been
logged. Delivery time may vary based on geographic location.
the product is defective, HP will ship a replacement product to the
Customer’s site for deliver y generally within 4–7 business days after
the ser vice request has been logged. Deliver y time may vary based on
geographic location.
Data sheet | HP Hardwa re Support Exchange Service
Table 3. Optional service features
Option Delivery specications
Accidental damage
from handling
Defective media
retention
For eligible products, specic service levels may be oered with the
accidental damage from handling service feature. Where accidental damage
from handling applies, the Customer receives protection against accidental
damage to the covered hardware product as part of this ser vice.
See ‘Service limitations’ section for additional details.
For eligible products, this ser vice 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. All Disk
or eligible SSD/Flash Drives on a covered system must participate in the
defective media retention.
See ‘Service limitations’ section for additional details.
Coverage
This service provides coverage for all standard accessories included with the HP base
product part number and all HP-supplied internal components (such as HP Jetdirect cards,
memory and CD-ROM drives). Not covered under this service are items such as but not
limited to:
• Consumables, including but not limited to customer-replaceable batteries and tablet PC
pens
• Maintenance kits, carrying cases and other supplies
• Non-HP devices
• Accessories purchased in addition to the base unit, such as cradles, docking stations and
port replicators
Customers may check with a local HP authorized representative to determine whether their
product or location is eligible for this service.
Customer responsibilities
The Customer must register the covered hardware and HP Care Pack immediately, as set
forth in the HP Care Pack support service agreement. The Customer will be required, upon
HP request, to support HP’s remote problem resolution eorts. The Customer will:
• Provide all information necessary for HP to deliver timely and professional remote support
and to enable HP to determine the level of support eligibility
• Start self-tests and install and run other diagnostic tools and programs
• Perform other reasonable activities to help HP identify or resolve problems, as requested
by HP
For selected products, the Customer must inform HP of all conguration requirements
for the replacement product prior to commencement of service and must document such
conguration requirements on each service request order form.
At the time of the service request, the Customer must provide a credit card number or
purchase order number to HP. If the ‘Pickup by HP’ option has not been chosen, the Customer
must ship the defective product to HP within 3 business days of receipt of the replacement
product and must obtain a prepaid insurance receipt, to be retained by the Customer as
proof of shipment to HP. If the defective product is not received by HP within 10 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:
• Maintain a current backup copy of the operating system, development program, and all
other applicable software programs and data
• Restore software and data on the unit after the repair or replacement
• Install the user application software and ensure that all software is appropriately licensed
• Install, in a timely manner, critical customer-installable rmware updates, as well as
customer-replaceable parts and replacement units delivered to the Customer
2
Data sheet | HP Hardwa re Support Exchange Service
• Register to use HP’s electronic facility in order to gain access to restricted product
information and to receive proactive notication or other services available to the Customer
For Care Pack services that include the accidental damage from handling service feature, it
is the Customer’s responsibility to report the accidental damage to HP within 30 days of the
incident date so that HP can expedite system repair.
Service limitations
At the discretion of HP, service will be provided using a combination of remote diagnosis
and support, shipment of a replacement product or other service delivery methods. Other
service delivery methods may include the shipment of customer-replaceable parts, such as
a keyboard, mouse or other parts classied as Customer Self Repair parts. HP will determine
the appropriate delivery method required in order to provide eective and timely Customer
support.
Activities such as but not limited to the following are excluded from this service:
• Diagnosis or maintenance at the Customer site (if on-site diagnosis or maintenance is
required and requested, the Customer will be billed at standard HP service rates)
• Setup and installation of the replacement product at the Customer site
• Recovery and support of the operating system, other software and data
• Troubleshooting for interconnectivity or compatibility problems
• Support for network-related problems
• Services required due to failure of the Customer to incorporate any system x, repair, patch
or modication provided to the Customer by HP
• Services required due to failure of the Customer to take avoidance action previously
advised by HP
• Services that, in the opinion of HP, are required due to improper treatment or use of the
product
• Services that, in the opinion of HP, are required due to unauthorised attempts by non-HP
personnel to install, repair, maintain or modify hardware, rmware or software
• User preventive maintenance
The Customer’s requested ship-to or pickup location must not require HP to ship
replacement or replaced products or parts through international customs.
Geographic coverage may vary.
Exclusions to the accidental damage from handling 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 colour, texture or nish; 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,
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, lack of manufacturer-specied maintenance (including the use of inappropriate
cleansers)
• Error in product design, construction, programming or instructions
3
Data sheet | HP Hardwa re Support Exchange Service
• 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, 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 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 product(s) 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 the Customer’s shipment of the covered product to or from another
location
• 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; 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
• Any and all pre-existing conditions that occurred (i.e., took place) prior to the purchase date
of the HP Care Pack service
• Product obsolescence
• Any equipment relocated outside the country of purchase and not covered by a Travel +
Accidental Damage Protection HP 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 modication of the covered product in any way
• Unexplained or mysterious disappearance and any wilful act to cause damage to the
covered product
• Reckless, negligent or abusive conduct while handling or using the product. If protective
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
feature. 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 wilful 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 HP Care Pack service
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 HP Care Pack service
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.
4
Data sheet | HP Hardwa re Support Exchange Service
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
QuickSpecs or the technical data sheet are not eligible for the defective media retention
service feature option.
Defective media retention service coverage for options designated by HP as requiring
separate coverage, if available, must be congured and purchased separately. Failure rates
on Disk or SSD/Flash Drives are constantly monitored, and HP reserves the right to cancel
this service with thirty (30) days’ notice if HP reasonably believes that the Customer is
overusing the defective media retention service feature option (such as when replacement
of defective Disk or SSD/Flash Drives materially exceeds the standard failure rates for the
system involved).
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 that
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.
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 aliates, 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.
Ordering information
Availability of service features may vary according to local resources and may be restricted
to eligible products and geographic locations. To obtain further information or to order
HP Hardware Support Exchange Service, contact a local HP representative or HP reseller.
For more information
For more information on HP Services, contact any of our worldwide sales oces or visit:
hp.com/go/cpc
Sign up for updates
hp.com/go/getupdated
Service levels and response times for HP Care Pac ks may vary depen ding on your geographic location. Service starts on the date of hard ware
purchase. Restrictions and limitations apply. For details, visit hp.com/go/cpc
HP Ser vices are governed by the applicable HP terms and co nditions of s ervice provided or indicated to the Customer at the t ime of purcha se. The
Customer may have additi onal statutory rights according to applicable local laws, and such rights are not in any way aected by the HP terms and
condi tions of service or the HP Limite d Warranty p rovided with an HP product.
© Copyr ight 2015 Hewlett-Packard Development Company, L.P. The information contai ned herein is subject to change without notice. The only
warranties for HP p roducts and ser vices are set forth in the express warrant y statements accom panying such product s and services. Nothing herein
should be construed as constituting an additional warranty. HP shall not be liable for technical or editor ial errors o r omissions contained herein.
4AA5-7508EE W, March 2015
.
Rate this documentShare with colleagues
Loading...