Hewlett Packard UC296E, H7700E, UV210E, U5Z60E, UG206E Data Sheet

...

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 specic 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 specied timeframe.

Specications

Table 1. Service features

Feature Delivery specications

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 verication 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 dened 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 dened 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 identier), 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.

Data sheet | HP Hardware Suppor t Onsite Ser vice

Coverage window The coverage window species 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 specied in the Service-level options table.

All coverage windows are subject to local availabilit y. Contact a local HP sales oice 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 eorts to respond onsite within the specied onsite response time.

Onsite response time species 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 specied in the Ser vice-level options table. All response times are subject to local availability. Contact a local HP sales oice 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 notications 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-qualication process that routes the support or service request to the resource qualied 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 oer 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 eicient troubleshooting and faster problem resolution.

Data sheet | HP Hardware Suppor t Onsite Ser vice

Specications (optional)

Table 2. Optional service features

Feature Delivery specications

Accidental damage protection

Defec tive media retention

Call-to-repair time commitment for hardware support

For eligible products, specic service levels may be oered 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 dened 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 eorts to return the covered hardware to operating condition within the specied 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 dened 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 specied 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 specied in the Service-level options table. All call-to-repair times are subject to local availability. Contact a local HP sales oice for more information.

Repair is considered complete upon HP verication 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. Verication by HP may be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verication 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 eect. 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.

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).

Specications

Table 3. Service-level options

Option Delivery specications

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 dened onsite response time after the service request has been received and acknowledged by HP. Locally dened 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 dened onsite response time. For information on the standard onsite response time that applies to a specic countr y or geographic region, please contact a local HP sales oice.

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 specic countries please contact a HP local sales oice or HP authorised

representative

*Next business day onsite response time is not available in all countries.

+ 9 hidden pages