Hewlett Packard U3477E, H5478A, U4QB3E Data Sheet
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
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