Hewlett Packard UC296E, H7700E, UV210E, U5Z60E, UG206E Getting Started Guide
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Data sheet
HP Hardware Support
Onsite Service
HP Care Pack services
Service feature highlights
• Remote problem diagnosis and support
• Onsite hardware support
• Replacement parts and materials included
• Firmware updates for selected products
• Choice of coverage windows
• Choice of onsite response times for
hardware support
• Escalation management
• Access to electronic support information
and services
• HP electronic remote support solution
(for eligible products only)
• Accidental damage protection (optional for
eligible products only)
• Defective media retention (optional for eligible
products only)
• Call-to-repair time commitment in lieu of
onsite response time for hardware support
(optional for eligible products only)
• Enhanced parts inventory management
(included with select, optional call-to-repair
time commitments)
• Desktop-/workstation-/thin client-/notebookonly coverage (optional for eligible products)
• Maintenance kit replacement
Service overview
HP Hardware Support Onsite Service provides remote assistance and onsite support for your
covered hardware, helping you to improve product uptime.
You have the exibility to choose between multiple service-level options featuring several
onsite response or call-to-repair time and coverage window combinations in various
durations to address your specic service needs.
Service-level options with call-to-repair times provide IT managers with support specialists
who will quickly begin troubleshooting the system to help return the hardware to operating
condition within a specied timeframe.
Specications
Table 1. Service features
Feature Delivery specications
Remote problem
diagnosis and support
Onsite hardware
support
Once the Customer has placed and HP has acknowledged the receipt of a
call as described in the ‘General provisions/Other exclusions’ section,
HP will work during the coverage window to isolate the hardware incident
and to remotely troubleshoot, remedy, and resolve the incident with the
Customer. Prior to any onsite assistance, HP may initiate and perform
remote diagnostics using electronic remote support solutions to access
covered products, or HP may use other means available to facilitate remote
incident resolution.
HP will provide telephone assistance during the service coverage window
for installation of customer-installable rmware and Customer Self Repair
(CSR) parts.
Regardless of the Customer’s coverage window, incidents with covered
hardware can be reported to HP via telephone or Web portal, as locally
available, or as an automated equipment reporting event via the HP electronic
remote suppor t solutions 24 hours a day, 7 days a week. HP retains the right
to determine the nal resolution of all reported incidents.
For hardware incidents that cannot, in HP’s judgement, be resolved
remotely, an HP authorised representative will provide onsite technical
support on covered hardware products to return them to operating
condition. For certain products, HP may, at its sole discretion, elect to
replace such products in lieu of repairing them. Replacement products are
new or functionally equivalent to new in performance. Replaced products
become the property of HP.
Once an HP authorised representative arrives at the Customer’s site, the
representative will continue to deliver the service, either onsite or remotely,
at the discretion of HP, until the products are repaired. Work may be
temporarily suspended if parts or additional resources are required, but work
will resume when they become available. Work to completion may not apply
to onsite support provided for desktop, mobile, and consumer products.
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced.
Data sheet | HP Hardware Suppor t Onsite Ser vice
Onsite hardware
support, continued
Replacement parts
and materials
Firmware updates for
selected products
Fix-on-Failure: In addition, at the time of onsite technical support delivery,
HP may:
• Install available engineering improvements for covered hardware products
to help the Customer ensure proper operation of the hardware products
and maintain compatibility with HP-supplied hardware replacement parts
• Install available rmware updates dened by HP as non-customer
installable
for covered hardware products, that, in the opinion of HP, are required
to return the covered product to operating condition or to maintain
supportability by HP
Fix-on-Request: In addition, at the Customer’s request, HP will install
during coverage hours critical rmware updates dened by HP as noncustomer installable for covered hardware products. Critical rmware
updates are rmware updates recommended by the HP product division
for immediate installation.
Notwithstanding anything to the contrary in this document or HP’s current
standard sales terms, HP will, for select enterprise storage arrays and
enterprise tape products, cover and replace defective or depleted batteries
that are critical to the proper operation of the covered product.
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, degauss, or otherwise
physically destroy replaced parts will be billed and required to pay the list
price 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. The repair or replacement of any supplies
or consumables is the responsibility of the Customer. Some exceptions may
apply; contact HP for more information. If a consumable part is eligible
for coverage, as determined by HP, call-to-repair time commitments and
onsite response times do not apply to repair or replacement of the covered
consumable part.
Maximum supported lifetime/maximum usage: Parts and components
that have reached their maximum supported lifetime and/or the maximum
usage limit as set forth in the manufacturer’s operating manual, product
QuickSpecs, or the technical product data sheet will not be provided,
repaired, or replaced as part of this ser vice.
As HP releases entitled rmware updates to HP hardware products, these
updates are only made available to Customers with an active agreement
that entitles them to access these updates.
As par t of this service, Customers will have the right to download, install, and
use rmware updates for hardware products covered by this service, subject
to all applicable license restrictions in HP’s current standard sales terms.
HP will verif y entitlement to updates by reasonable means (such as an
access code or other identier), and the Customer is responsible for using
any such access tools in accordance with the terms of this data sheet and
other applicable agreements with HP.
HP may take additional reasonable steps, including audits, to verify the
Customer’s adherence to the terms of their agreements with HP, including
this data sheet.
For Customers with licenses to rmware-based sof tware products (features
implemented in rmware activated by the purchase of a separate software
license product), the Customer must also have, if available, an active HP
Software Support agreement to receive, download, install, and use related
rmware updates. HP will provide, install, or assist the Customer with
installation of rmware updates as previously described in this document
only if the Customer has the license to use the related software updates
for each system, socket, processor, processor core, or end-user software
license as allowed by the original HP or original manufacturer software
license terms.
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Data sheet | HP Hardware Suppor t Onsite Ser vice
Coverage window The coverage window species the time during which the described services
are delivered onsite or remotely.
Calls received outside this coverage window will be logged at the time
the call is placed to HP, but will not be acknowledged as described in the
‘General provisions/Other exclusions’ section until the next day for which
the Customer has a coverage window.
Coverage window options available for eligible products are specied in the
Service-level options table.
All coverage windows are subject to local availabilit y. Contact a local HP
sales oice for detailed information on service availability.
Onsite response time
for hardware support
For incidents with covered hardware that cannot be resolved remotely,
HP will use commercially reasonable eorts to respond onsite within the
specied onsite response time.
Onsite response time species the period of time that begins when the initial
call has been received and acknowledged by HP, as described in the ‘General
provisions/Other exclusions’ section. The onsite response time ends when
the HP authorised representative arrives at the Customer’s site, or when the
reported event is closed with explanation that HP has determined it does
not currently require an onsite intervention.
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.
Response time options available for eligible products are specied in
the Ser vice-level options table. All response times are subject to local
availability. Contact a local HP sales oice for detailed information on
service availability.
Escalation
management
HP has established formal escalation procedures to facilitate the resolution
of complex incidents. Local HP management coordinates incident
escalation, enlisting the skills of appropriate HP resources and/or selected
third parties to assist with problem-solving.
Access to elec tronic
support information
and ser vices
As par t of this service, HP provides the Customer with access to certain
commercially available electronic and Web-based tools. The Customer
has access to:
• Certain capabilities that are made available to registered users, such
as subscribing to hardware-related proactive service notications and
participating in support forums for solving problems and sharing best
practises with other registered users
• Expanded Web-based searches of entitled technical support documents
to facilitate faster problem-solving
• Certain HP proprietary service diagnostic tools with password access
• A Web-based tool for submitting questions directly to HP; the tool helps
to resolve problems quickly with a pre-qualication process that routes
the support or service request to the resource qualied to answer the
question; the tool also allows the status of each support or service request
submitted
to be viewed, including cases submitted by telephone
• HP and third-party hosted knowledge databases for certain third-
party products, where Customers can search for and retrieve product
information, nd answers to support questions, and participate in support
forums; this service may be limited by third-par ty access restrictions
HP elec tronic remote
support solution
For eligible products, the HP electronic remote support solution provides
robust troubleshooting and repair capabilities. It can include remote
system access solutions and may oer a convenient central point of
administration and an enterprise view of open incidents and history. An
HP support specialist will only use the remote system access with the
Customer’s authorisation. The remote system access may enable the
HP support specialist to provide more eicient troubleshooting and faster
problem resolution.
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Data sheet | HP Hardware Suppor t Onsite Ser vice
Specications (optional)
Table 2. Optional service features
Feature Delivery specications
Accidental damage
protection
Defec tive media
retention
Call-to-repair time
commitment for
hardware support
For eligible products, specic service levels may be oered 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 dened 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.
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 ser vice. All Disk
or eligible SSD/Flash Drives on a covered system must participate in the
defective media retention.
A call-to-repair time commitment may be selected for eligible products
in lieu of an onsite response time. For critical incidents (severity 1 or 2)
with covered hardware that cannot be resolved remotely, HP will use
commercially reasonable eorts to return the covered hardware to
operating condition within the specied call-to-repair time commitment. For
non-critical incidents (severity 3 or 4), or at the Customer’s request, HP will
work with the Customer to schedule an agreed-upon time for the remedial
action to commence, and the call-to-repair time commitment will then start
at that time. Incident severity levels are dened in the ‘General provisions/
Other exclusions’ section.
Call-to-repair time refers to the period of time that begins when the initial
call has been received and acknowledged by HP, as specied in the ‘General
provisions/Other exclusions’ section. Call-to-repair time ends with HP’s
determination that the hardware is repaired or when the reported event is
closed with the explanation that HP has determined it does not currently
require onsite inter vention. Call-to-repair times are measured during the
coverage window only and may be carried over to the next day for which
there exists a coverage window.
Call-to-repair time options available for eligible products are specied
in the Service-level options table. All call-to-repair times are subject to
local availability. Contact a local HP sales oice for more information.
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced.
HP is not liable for any lost data, and the Customer is responsible for
implementing appropriate backup procedures. Verication by HP may
be accomplished by the completion of a power-on self-test, standalone
diagnostic, or visual verication of proper operation. At its sole discretion,
HP will determine the level of testing necessary to verify that the hardware
is repaired. At its sole discretion, HP may temporarily or permanently
replace the product in order to meet the repair time commitment.
Replacement products are new or functionally equivalent to new in
performance. Replaced products become the property of HP.
It will take 30 days from the time this service is purchased to set up and
perform necessary audits and processes before the hardware call-to-repair
time commitment is in eect. During this initial 30-day period and for up to
5 additional business days after the audit is completed, HP will provide a
4-hour onsite response time.
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Data sheet | HP Hardware Suppor t Onsite Ser vice
Enhanced par ts
inventory
management
Desktop-/
workstation-/
thin client-/
notebook-only
coverage
Maintenance kit
replacement
To support HP call-to-repair time commitments, an inventory of
critical replacement parts is maintained for call-to-repair Customers.
This inventory is stored at an HP designated facility. These parts are
managed to allow for increased inventor y availability and are accessible
to HP authorised representatives responding to eligible support requests.
Enhanced parts inventory management is included with select, optional
call-to-repair time commitments.
For eligible PC products, the Customer may choose desktop-/workstation-/
thin client-/notebook-only coverage. Notwithstanding anything to the
contrary in this document or HP’s current standard sales terms, HP Care
Pack services with this coverage limitation do not cover the following options
and accessories:
• External monitor
• Any external accessory that is not purchased and included in the original
packaging of the main desktop, workstation, thin client, or notebook
product
The docking station or port replicator is covered within the country where
the HP Care Pack service was purchased, but is not covered outside the
country of purchase.
An HP trained technician travels to the Customer’s site and provides all
labour, parts, and materials necessary to replace the maintenance kit and
clean the printer. HP may use remanufactured parts that are equivalent
to new in performance; replaced parts become the property of HP.
The repair commitment is complete on the Customer’s printer when
the technician replaces the maintenance kit and successfully prints a
test page. Note: the printer must be operating properly before the kit
can be installed (see the ‘Service limitations’ section).
Specications
Table 3. Service-level options
Option Delivery specications
Standard response
time, standard
business hours (9x5)
Third-day response,
standard business
hours (9x5)
Next- day response,
standard business
hours (9x5)*
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday, excluding HP holidays.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance services within a locally
dened onsite response time after the service request has been received
and acknowledged by HP. Locally dened onsite response times can vary
from several business days up to several week s and are dependent on
local capabilities. Calls received outside the coverage window will be
acknowledged the next coverage day and then serviced within the locally
dened onsite response time. For information on the standard onsite
response time that applies to a specic countr y or geographic region, please
contact a local HP sales oice.
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday, excluding HP holidays.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service the third coverage
day after the call has been received and acknowledged by HP. Calls received
outside the coverage window will be acknowledged the next coverage day
and serviced within the following 3 coverage days.
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday, excluding HP holidays.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service the next business
day after the call has been received and acknowledged by HP. Calls received
outside the coverage window will be acknowledged the next coverage day
and serviced within the following coverage day.
Except in certain African, Eastern European and Middle Eastern Countries
where onsite response time can vary from several business days up to
several weeks and are dependent on local service delivery capabilities.
For information about standard onsite response time applicable to
specic countries please contact a HP local sales oice or HP authorised
representative
*Next business day onsite response time is not
available in all countries.
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