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.
2
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.
3
Travel zones
All hardware onsite response times apply only to sites located within 100 miles (160 km) of an HP designated
support hub. Travel to sites located within 200 miles (320 km) of an HP designated support hub is provided at no
additional charge. If the site is located more than 200 miles (320 km) from the HP designated support hub, there
will be an additional travel charge.
Travel zones and charges, if applicable, may vary in some geographic locations.
Response times to sites located more than 100 miles (160 km) from an HP designated support hub will have
modied response times for extended travel, as shown in the table below.
Distance from HP designated support hub
0–100 miles (0–160 km)
101–200 miles (161–320 km)
201–300 miles (321–480 km)
More than 300 miles (480 km)
Onsite response time
Next business day*
1 additional business day*
2 additional business days*
Established at time of order and subject to resource
availability*
* Travel zone denitions and corresponding response times vary in participating countries/geographic
locations. Contact the local sales oice for details on travel zones and modied response times.
Coverage
• This service provides coverage for eligible HP- or Compaq-branded hardware products and all HP-supported
and supplied internal components (such as memory and DVD-ROM drives), as well as attached HP- or Compaqbranded accessories purchased together with the main product, such as mouse, keyboard, docking station, AC
power adapter, and external monitor of 22 inches or less in size.
• Consumer 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.
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.
4
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.
Customer responsibilities
In cases where the Customer does not act upon the Customer responsibilities as stated below, HP or an HP
authorized service provider will not be obligated to deliver the services as described.
If applicable, the Customer or HP authorized representative must register the hardware product to be supported
within ten days of purchasing this service, using the registration instructions within each package, an e-mail
document, or another method as directed by HP. In the event a covered product changes location permanently,
registration (or a proper adjustment to existing HP registration) must occur within ten days of the change.
Upon HP request, the Customer will be required to support HP’s remote problem resolution eorts. The Customer
will:
• Run any applicable customer-executable diagnostics prior to notifying HP of a malfunction in the hardware
product
• Promptly notify HP of a malfunction in the hardware product
• Provide the serial number of the covered product
• Provide the local address and phone number
• Be present for the onsite service engineer or to receive the courier delivery of the parts
• Allow HP full and unrestricted access to all locations where the service is to be performed
• 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
• Install customer-installable rmware updates and patches
• Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
The Customer is responsible for installing, in a timely manner, critical customer-installable rmware updates, as
well as Customer Self Repair parts and replacement products delivered to the Customer.
In cases where Customer Self Repair parts are shipped to resolve a problem, the Customer is responsible for
returning the defective part within a time period designated by HP. In the event HP does not receive the defective
part within the designated time period or if the part is physically damaged upon receipt, the Customer will be
required to pay a fee for the defective part, as determined by HP.
With the Defective Media Retention service feature option, it is the Customer’s responsibility to:
• Retain physical control of Disk or SSD/Flash Drives at all times during support delivery by HP; HP is not
responsible for data contained on Disk or SSD/Flash Drives
• Ensure that any Customer sensitive data on the retained Disk or SSD/Flash Drive is destroyed or remains secure
• Have an authorized representative present to retain defective Disk or SSD/Flash Drives, accept replacement
Disk or SSD/Flash Drives, provide HP with identication information for each Disk or SSD/Flash Drive retained
hereunder, and, upon HP request, execute a document provided by HP acknowledging the retention of the Disk
or SSD/Flash Drives
• Destroy the retained Disk or SSD/Flash Drive and/or ensure that the Disk or SSD/Flash Drive is not put into use
again
• Dispose of all retained Disk or SSD/Flash Drives in compliance with applicable environmental laws and
regulations
For Disk or SSD/Flash Drives supplied by HP to the Customer as loaner, rental or lease products the Customer will
promptly return the replacement Disk or SSD/Flash Drives at the expiration or termination of support with HP. The
Customer will be solely responsible for removing all sensitive data before returning any such loaned, rented, or
leased Disk or SSD/Flash Drive to HP and HP shall not be responsible for maintaining the condentiality or privacy
of any sensitive data that remains on such Disk or SSD/Flash Drive.
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.
5
Service limitations
At the discretion of HP, service will be provided using a combination of remote diagnosis and support, services
delivered onsite, and other service delivery methods. Other service delivery methods may include the delivery
via a courier of customer-replaceable parts such as a keyboard, a mouse, other parts classied as Customer Self
Repair parts, or an entire replacement product. HP will determine the appropriate delivery method required to
provide eective and timely Customer support.
HP reserves the right to remove the covered product from the Customer’s location to make the repair.
HP requires that the Customer return the failed unit to the original country of purchase if any repair event,
including Accidental Damage Protection, would require replacement of the device. Whole unit replacement is not
available outside the original country of purchase for this service. Travel coverage is limited to onsite and osite
repair of the original unit.
An onsite response time will not apply if the service can be delivered using remote diagnosis, remote support, or
other service delivery methods described above.
The following activities are excluded from this service:
• Backup, recovery, and support of the operating system, other software, and data
• Troubleshooting for interconnectivity or compatibility 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
• User-preventive maintenance
When the Customer is traveling outside the country of purchase, the described support services will be provided
only if the country/geographic location where the service is requested and delivered is listed as a participating
country/geographic location on a table accessible at www.hp.com/services/travel. Services are not available
under this agreement in countries/geographic locations other than those listed in that table. Service may,
however, be provided at a lower service level at some additional locations not listed in that table.
If parts needed for the repair, especially specialized language-specic or country-specic parts, are not available,
the Customer has the following options:
• Postpone the request for the service until the Customer has returned to the country where the product was
originally purchased
• Accept the replacement of a defective foreign part with a local part (for example, English/American keyboard)
Specialized language-specic or country-specic parts such as non-international English keyboards, non-
local-language keyboards, or certain localized power supply parts are not generally available when traveling
internationally and are not covered under the terms of this agreement, except within the boundaries of the
country of origin.
Services requested outside the original country of purchase are limited to the base unit only. Services for external
monitors are provided only in the original country of purchase, if this additional coverage has been purchased. The
docking station or port replicator is eligible for coverage within the host country where the Care Pack service was
purchased, but does not provide coverage when travelling outside the country of purchase.
Non-HP branded options are excluded from this service.
Consumable items including, but not limited to, customer-replaceable batteries and tablet PC pens, maintenance
kits and other supplies, user maintenance, and non-HP devices are not covered under this service.
6
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.
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 quick
specs, or the technical data sheet are not eligible for the Defective Media Retention service feature option.
Failure rates on Disk or SSD/Flash Drives are constantly monitored and HP reserves the right to cancel this service
with 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).
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
AFFILIATES, 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.
Exclusions to the Accidental Damage Protection 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 color, 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, unauthorized repairs or attempts to repair, improper and unauthorized 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.
• 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.
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.
7
• 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 which results in 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 willful 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, Customer
must continually use these product accessories to be eligible for protection under this accidental damage
coverage service. 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 willful or intentional damage to the product. Any damage resulting from such acts are 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
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.
Service eligibility
Travel coverage, as specied in Table 1, in countries/geographic locations other than the original country of
purchase is restricted to travel periods and is not valid for permanent deployment in another region.
For more information
For more information on HP Services, contact any of our worldwide sales oices or resellers, or visit one of the
following websites:
www.hp.com/services/alwayson
www.hp.com/services/travel
Additional information URL
To contact the HP Global Solution Centers for technical support, please visit
http://welcome.hp.com/country/us/en/wwcontact_us.html.
Sign up for updates
hp.com/go/getupdated
Current HP driver, support, and security alerts
delivered directly to your desktop
© Copyr ight 2012 Hewlet t-Packard D evelopmen t Company, L. P. The informati on contained here in is subjec t to change wit hout notice . The only
warrantie s for HP produ cts and ser vices are se t forth in the express warrant y statemen ts accompanying s uch produc ts and services . Nothing
herei n should be construed as constit uting an add itional warranty or conditi on, express or implied , in fact or in l aw. HP shall not b e liable for
technical or editorial errors or omissions contained herein.
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
purchase.
5981-6650EE E, Rev. 6, March 2012
Loading...