Hewlett Packard UC296E, H7700E, UV210E, U5Z60E, UG206E Getting Started Guide
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HP Next Business Day Hardware Support
for Travelers
HP Care Pack Services
HP 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 on the website www.hp.com/services/travel . This service is available for selected HP and
Compaq branded products and includes, as locally available, a next-business-day onsite response time (with locallanguage 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.
Service benets
• HP hardware support during your travel
• Convenient onsite support, where available
• Reliable response times
• Multinational geographic coverage
Service feature highlights
• Travel coverage: service available in more than 80 countries
• 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
• Notebook-only coverage (optional)
• Media retention service (optional, for eligible products only)
• Accidental Damage Protection service (optional)
Specications
Table 1. Service features
Feature
Travel coverage
Remote problem
diagnosis and support
Onsite hardware support
Replacement part s and
materials
Delivery specifications
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 at
www.hp.com/services/travel. This list provides information on the specific 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 under “Contact HP” on www.hp.com
• 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
localized 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
first call HP for assistance during local business hours and business days at the local phone
numbers provided under “Contact HP” on www.hp.com.
For technical hardware issues that cannot, in HP’s judgment, be resolved remotely, an HP
authorized 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 firmware
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 the technical product data sheet will not be provided, repaired, or replaced as
part of this service.
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HP Techno logy Serv ices are gove rned by the applicable HP t erms and conditio ns of service provided or i ndicated to Custo mer at the time of purc hase.
Coverage window
Onsite response time
The coverage window specifies the time during which the described services 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 office for detailed
information on service availability.
Onsite response time specifies the period of time that coverage begins as when the initial
service request is received and logged with HP and ends when the HP authorized representative
arrives at the Customer’s site, if this time falls within the specified 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 authorized 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 office for detailed
information on service availability.
Specications
Table 2. Optional service features
Feature
Notebook-only coverage
Defec tive Media
Retention
Accidental Damage
Protection
Delivery specifications
For eligible PC products, the Customer may choose notebook-only coverage. HP Care Pack
services with this coverage do not extend the specified 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 service 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, specific service levels may be offered 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 defined 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.
HP Techno logy Serv ices are gove rned by the applicable HP t erms and conditio ns of service provided or i ndicated to Custo mer at the time of purc hase.
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