Data sheet
HP Active Care
HP Care Pack Services
Service benefits
• Mitigate downtime with fast responses
• Quickly resolve issues for users
• Keep PCs up and running everywhere
• Secure data and media
• Prepare for the unexpected
• Meet specific service needs
• Receive convenient onsite support from
qualified experts
Service highlights
• HP TechPulse-enabled analytics, including:
– Inventory and health monitoring
– Dashboard with Analytics
– Predictive analytics
• Remote problem diagnosis and support
• Onsite hardware support
• Replacement parts and materials
• Access to highly skilled HP remote
support agents
• Travel services available in more than
90 countries
• Defective media retention
• Protection against accidents
Service overview
HP Active Care is world-class PC service and support for office and mobile workers. Active Care
helps IT achieve optimal uptime and fast resolution support on HP devices.
technical support, predictive device health analytics, remediation services, and Next Business
Day Onsite Response, Active Care keeps employees up and running in the office or on the go.
Active Care also brings with it accelerated problem diagnosis and remediation, helping users
get up and running quickly. Automatic Case Generation minimizes disruption by opening a
case as soon as an issue is detected, enabling IT decision makers to schedule repairs at their
convenience. Optimize PC uptime with predictive, proactive analytics that let IT know the
condition of every PC in their fleet. HP quickly identifies issues when and where they occur,
orders replacement parts, and installs them as needed.
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With remote
Features and specifications
HP TechPulse-enabled support features
HP Active Care provides predictive and proactive alerts to customers powered by HP TechPulse,
a powerful AI-based analytics platform. Your IT teams can monitor the health status of devices
and receive alerts about devices that need attention, repair, or updates—all from a unified,
one-stop dashboard.
2 | HP Active Care I Data sheet
Features and specifications (continued)
Category Features
HP TechPulse predictive and
proactive alerts and notifications
Auto-ticketing Hard disk drive replacement
Remote diagnosis and support 24 x 7 support
Onsite hardware support Representative deliver support onsite
Hardware inventory (including hardware models, type,
serial numbers, and basic warranty information)
New critical incidents for hard disk drive device issues,
thermal grading, and health and battery health
Hardware health, provides updated fast health checks on
devices in your fleet
Thermal grading and health
Battery health
BIOS and firmware updates
Hard disk drive health
Battery replacement
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Summary of key HP TechPulse-enabled support features
• Devices connected to your dashboard
– Hardware inventory: Provides detailed hardware information on enrolled devices
(i.e., hardware models, type, serial numbers, and basic warranty information) and device
enrollment history.
• Devices in need of intervention
– Hardware health: Identifies devices failing to meet individual performance metrics
(i.e., battery health, disk health, thermal health, critical BIOS updates required).
• Devices experiencing thermal issues
– Thermal grading: Provides detailed information of thermal characteristics of
enrolled devices.
• Devices needing battery or hard disk replacement
– Battery replacement: Provides information on battery replacement recommendation
timeframes for enrolled devices.
• Devices requiring BIOS and firmware updates
– BIOS updates: With HP TechPulse-enabled features, BIOS update notifications will be
provided on the portal to identify which devices can be proactively updated.
3 | HP Active Care I Data sheet
Features and specifications (continued)
Remote problem diagnosis and support
Hard drive failures and battery replacement issues can be resolved by creating an automatic
support case. For all other issues, contact HP Customer Support for remediation.
After receiving and acknowledging your call, HP will begin to isolate, troubleshoot, remedy, and
resolve the hardware incident. Prior to onsite assistance, HP may perform remote diagnostics using
electronic remote support to access covered products or use other means available to facilitate
remote resolution. Regardless of your coverage window, incidents with covered hardware can be
reported to HP by phone or website, as locally available, or as an automated equipment reporting
event via HP electronic remote support solutions 24 x 7.
case ID, and communicate that case ID to you. HP retains the right to determine the final resolution
of all reported incidents.
Next-business-day onsite hardware support
For hardware incidents that cannot be resolved remotely, an authorized representative will arrive
onsite the next business day to provide onsite technical support on HP Active Care hardware
products to return them to operating condition. HP may elect to replace certain products in lieu
of repairing them. Replacement products will be new or functionally equivalent to new. Replaced
products become the property of HP.
remotely, at their discretion, until the products are repaired. Work may be suspended temporarily if
parts or additional resources are required, but it will resume when they become available.
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After they arrive, representatives will deliver service onsite or
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HP will acknowledge the receipt of the
• Fix on failure: At the time of onsite technical support delivery, HP may install available
engineering improvements and non-customer-installable firmware updates for covered
hardware products required to return the covered product to operating condition or to maintain
supportability by HP.
• Fix on request: For hard drive and battery replacement repair requests, customers may select
an option on the TechPulse portal to have these items replaced at a time that is convenient for
them, prior to the device actually failing.
Replacement parts and materials
HP will provide HP-supported replacement parts and materials necessary to maintain the covered
product in operating condition, including those for available and recommended engineering
improvements. Replacement parts will be new or functionally equivalent to new in performance.
Replaced parts become the property of HP. If you wish to retain, degauss, or otherwise physically
destroy replaced parts, you 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. Repair or
replacement of any supplies or consumables is your responsibility. Some exceptions may apply;
contact HP for more information. See the “Coverage” section on page 6 for more details.
Firmware updates for selected products
HP firmware updates are available to customers with an active agreement that entitles them
to access these updates. As part of this service, you have the right to download, install, and use
firmware updates for covered products, subject to license restrictions in current HP standard sales
terms. HP may provide, install, or assist with installation of firmware updates in conjunction with
onsite hardware support if you have a valid license to use the related software updates.
4 | HP Active Care I Data sheet
Features and specifications (continued)
Optional service features
• Accidental Damage Protection: Specific service levels may include protection against accidental
damage from handling eligible, covered hardware products. 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. Examples include non-intentional
liquid spills in or on the unit, drops, falls, and electrical surges, as well as damaged or broken
liquid crystal displays (LCDs) and broken parts. Country restrictions may apply; check with your
local HP representative.
• Defective Media Retention: This option allows you to retain defective hard drives or SSD/flash
drive components that you do not want to relinquish due to sensitive data they might contain.
All eligible drives on a covered system must participate in the defective media retention.
• Next Business Day Hardware Support for Travelers: This service provides mobile computer
users with a hardware support solution for their new HP portable product. This easy and
convenient solution is available in various countries/geographic locations throughout the
world. Next Business Day Hardware Support for Travelers is available for select HP branded
products and includes, as locally available, a next-business-day onsite response time (with
local-language 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.
Delivery specifications
Devices managed by HP will have a software client installed either manually or at the factory to
collect information related to the device. User-sensitive data including credentials, files, content,
and personal data will not be captured. Collected data will be stored in a secure cloud repository.
Coverage window
The coverage window specifies the time during which the described services are delivered onsite
or remotely. An HP authorized representative will arrive onsite during the coverage window
to begin hardware maintenance service within the appropriate response interval after the call
has been received and acknowledged by HP. Calls received outside the coverage window will
be logged at the time of the call, acknowledged the next coverage day, and serviced within the
appropriate response interval.
All coverage windows are subject to local availability. Contact a local HP sales office for detailed
information on service availability.
Service-level options
Contact a local HP sales office for detailed information on service availability and coverage.
Onsite response time
For incidents with covered hardware that cannot be resolved remotely, HP will use commercially
reasonable efforts to respond onsite within the specified onsite response time. Onsite response
time begins when the initial call has been received and acknowledged by HP, and it ends when
the HP authorized representative arrives at your site, or when HP determines that the reported
event does not currently require an onsite intervention. Response times are measured during the
coverage window only and may carry over to the next day with a coverage window.
5 | HP Active Care I Data sheet
Delivery specifications (continued)
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 electronic support information and services
As part of this service, HP provides access to certain commercially available electronic and
web-based tools. You have access to:
• Certain capabilities that are made available to registered users, such as subscribing to
hardware-related proactive service notifications and participating in support forums for solving
problems and sharing best practices 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. This tool helps to resolve problems
quickly with a prequalification process that routes the support or service request to the
resource qualified to answer the question. It also allows the status of each support or service
request submitted to be viewed, including cases submitted by phone.
• HP and third-party hosted knowledge databases for certain third-party products, where
you can search for and retrieve product information, find answers to support questions, and
participate in support forums. This service may be limited by third-party access restrictions.
Electronic remote support solution
For eligible products, the electronic remote support solution provides robust troubleshooting
and repair capabilities. It can include remote system access solutions and may offer a convenient
central point of administration and an enterprise view of open incidents and history. Remote
system access may enable the HP support specialist to provide more efficient troubleshooting
and faster problem resolution. HP support specialists will only use remote system access with
your authorization.
Work completion
Repairs are considered complete upon HP verification that the hardware malfunction has
been corrected or that the hardware has been replaced. HP is not liable for any lost data; you
are responsible for implementing appropriate backup procedures. Verification by HP may
be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual
verification 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. Work to completion may not apply to onsite support provided for desktop,
mobile, and consumer products. HP determines the final resolution of all reported incidents.
6 | HP Active Care I Data sheet
Delivery specifications (continued)
Coverage
This service provides coverage for eligible HP PCs, including HP-supported and -supplied internal
components such as memory and optical drives. This includes attached HP-branded accessories
purchased together and included in the original packaging of the PC, such as a mouse, keyboard,
docking station, jacket, port replicator, or AC power adapter.
HP Care Pack Services with this coverage limitation do not cover external HP monitors. All-in-one
devices do include the display, which is not considered a separate, external monitor. However, a
second monitor attached to an all-in-one device, for example, would not be covered by this
HP Care Pack.
HP docking stations or port replicators are covered within the country where the HP Care Pack
was purchased, but not outside the country of purchase.
Consumable items including but not limited to removable media, customer-replaceable
batteries, tablet PC pens, and other supplies, as well as user maintenance and non-HP devices,
are not covered by this service. Batteries for mobile HP commercial PCs are covered for up to
three years. Search for “understanding battery warranties for business notebooks” on hp.com
for more details.
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.
HP will work with you to recommend replacements. Not all components will have available
replacements in all countries due to local support capabilities.
Device requirements
HP Active Care devices must be HP-manufactured PCs that meet the following device
requirements:
• Shipped on or after January 1, 2018.
• Running Windows 10 1703 or higher, Pro, Enterprise, or Education editions only; Windows 10
Home editions are not supported by this feature.
HP TechPulse portal prerequisites
This feature is only supported on HP TechPulse Windows Application (Setup.exe) version
3.20.495 and above.
• For instructions on how to use and set up the TechPulse portal, please refer to the onboarding
guide at hp.com/active-care.
• If device does not have TechPulse Persistence embedded, TechPulse software can be
downloaded at hpdaas.com/software.
HP reserves the right to downgrade service to an onsite response time or cancel the service
contract if critical audit suggestions are not followed or the audit is not performed within the
specified timeframe, unless the delay is caused by HP.
7 | HP Active Care I Data sheet
Delivery specifications (continued)
HP Care Pack registration
This service is contingent upon proper HP Care Pack registration. Information on how to access
the TechPulse portal will be provided in the email you receive during your Care Pack registration
process. If you do not provide a proper email address for the person who will be accessing this
service, it may not be made available, or it may be delayed.
For hardware onsite response time options, HP strongly recommends that you install and operate
the appropriate HP remote support solution with a secure connection to HP in order to enable the
delivery of the service.
Customer responsibilities
TechPulse portal access and onboarding requirements as follows:
• Use TechPulse Persistence on devices that have this feature enabled from the factory.
• Accept terms and conditions to have software client on your devices.
• Automatically or manually enroll devices using the instructions provided by HP.
• Submit a request for the addition or removal of managed devices and users.
• Ensure compliance with software application licensing requirements.
• Troubleshoot common end-user support issues before escalating to HP support.
• Roll back OS updates in case of failure.
• Authorize partners to access or manage the account, if applicable.
Devices managed by HP will have a software client installed to collect information related to
the device. User-sensitive data including credentials, files, content, and personal data will not
be captured. Collected data will be stored in a secure cloud repository. You accept that HP will
collect this information as part of the delivery of this service. If you are not willing to provide this
information to HP, the service will not be delivered as intended.
If specified responsibilities are not met, HP will (a) not be obligated to deliver the services as
described, or (b) perform such services at your expense at the prevailing time and material rates.
8 | HP Active Care I Data sheet
Delivery specifications (continued)
If required by HP, you or an HP-authorized representative must activate the hardware product to
be supported within 10 days of purchasing this service, using the registration instructions within
the HP Care Pack or the email document provided by HP, or as otherwise directed by HP. If a
covered product changes location, activation and registration (or a proper adjustment to existing
HP registration) must occur within 10 days of the change.
An appropriate HP remote support solution, with a secure connection to HP, is strongly
recommended for hardware onsite response time. You must provide all necessary resources,
according to the HP remote support solution release notes, in order to enable the delivery of the
service and options. When an HP remote support solution is installed, you must also maintain
the contact details configured in the remote support solution that HP will use in responding to
a device failure. Please contact a local HP representative for further details on requirements,
specifications, and exclusions.
Upon request, you must support HP remote problem resolution efforts with the following actions:
• Provide all information necessary for HP to deliver timely and professional remote support, and
for HP to determine the level of support eligibility.
• Start self-tests and install and run other diagnostic tools and programs.
• Install customer-installable firmware updates and patches.
• Perform other reasonable activities to help HP identify or resolve problems, as requested by HP.
You are responsible for installing, in a timely manner, critical customer-installable firmware
updates, as well as Customer Self Repair (CSR) parts and replacement products delivered to you.
You agree to pay additional charges if you request that HP install customer-installable firmware
updates or patches. Any additional charges to you will be on a time-and-materials basis unless
otherwise previously agreed in writing.
In cases where CSR parts or replacement products are shipped to resolve a problem, you are
responsible for returning the defective part or product within a time period designated by HP. If
HP does not receive the defective part or product within the designated time period, or if the part
or product is degaussed or otherwise physically damaged upon receipt, you will be required to pay
the HP list price for the defective part or product, as determined by HP.
You are responsible for the security of your own proprietary and confidential information, and for
properly sanitizing or removing data from products that may be replaced and returned to HP as
part of the repair process. For more information on these responsibilities, including those outlined
in the HP Media Sanitization Policy and Media Handling Policy for Healthcare Customers, see
hp.com/go/mediahandling.
Accidental Damage Protection (optional feature)
For HP Care Pack offerings that include the accidental damage protection optional service feature,
you must report accidental damage to HP within thirty days of the incident date so that HP can
expedite system repair. The report must have a detailed explanation of the accident, including
when, where, and how it occurred, and a description of damage to the unit. HP will deny the
claim if this information is not provided, or if the incident is reported more than 30 days after the
incident date.
9 | HP Active Care I Data sheet
Delivery specifications (continued)
Defective Media Retention (optional feature)
With the defective media retention service feature option, it is your responsibility to:
• Retain physical control of disks or SSD/flash drives at all times; HP is not responsible for data
contained on disks or SSD/flash drives.
• Ensure that any sensitive data on the retained disks or SSD/flash drives is destroyed or
remains secure.
• Provide HP with identification information for each disk or SSD/flash drive retained hereunder,
and execute a document provided by HP acknowledging your retention of the disks or SSD/
flash drives.
• Destroy the retained disks or SSD/flash drives and/or ensure that they are not put into
use again.
• Dispose of all retained disks or SSD/flash drives in compliance with applicable environmental
laws and regulations.
For disks or SSD/flash drives supplied to you by HP as loaner, rental, or lease products, you
will promptly return the replacement disks or SSD/flash drives at the expiration or termination
of support with HP. You will be solely responsible for removing all sensitive data before
returning any such loaned, rented, or leased disks or SSD/flash drives to HP, and HP shall not be
responsible for maintaining the confidentiality or privacy of any sensitive data that remains on
such disk or SSD/flash drive.
Next Business Day Onsite Support for Travelers (optional feature)
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 can be found here. 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.
HP recommends that you validate travel coverage through this website prior to any departure.
When you travel in any of these locations and outside the country of original product purchase,
HP will:
• Provide you with the HP Global Solution Center telephone number for the pertinent country/
geographic location, which can be found here.
• Accept calls in the country/geographic location of travel from you or the internal help desk of
your company.
• Diagnose to the hardware failure level.
• Arrange for next-business-day response service at your 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 specification, provided the
localized parts are available in the location of travel.
10 | HP Active Care I Data sheet
Service limitations
HP Active Care was not designed to comply with HIPAA standards. Businesses subject to HIPAA
privacy rules should not rely on Active Care to meet those requirements.
HP TechPulse-enabled service limitations
Limitations to this service include Auto-ticketing feature for HDD and Battery only. All other service
features can be supported via phone, email, or chat as locally available.
System requirements
Computers running Windows 7 Service Pack 1 (SP1), Windows 8.1, or Windows 10.
Service delivery
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. These may include the
delivery, via courier, of CSR parts or an entire replacement product. An onsite response time will
not apply if the service can be delivered using remote diagnosis, remote support, or other service
delivery methods described earlier.
Exclusions from Active Care
• Backup, recovery, and support of the operating system, other software, and data.
• Operational testing of applications or additional tests requested or required by you.
• Troubleshooting for interconnectivity or compatibility problems.
• Support for network-related problems.
• Services required due to failure to incorporate any system fix, repair, patch, or modification
provided by HP.
• Services required due to failure to take avoidance action previously advised by HP.
• Services required due to improper treatment or use of the product.
• Services required due to unauthorized attempts to install, repair, maintain, or modify hardware,
firmware, or software.
Maximum supported lifetime/maximum usage
Parts and components that have reached their maximum supported lifetime 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 service.
11 | HP Active Care I Data sheet
Service limitations (continued)
Exclusions from accidental damage protection
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 finish; 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, floods),
or any other peril originating from outside the product.
• Exposure to weather conditions or environmental conditions that are outside of HP
specifications, exposure to hazardous (including biohazardous) materials, operator negligence,
misuse, mishandling, improper electrical power supply, unauthorized repairs or attempts
to repair, improper and unauthorized equipment modifications, attachments or installation,
vandalism, animal or insect damage or infestation, defective batteries, battery leakage, or lack of
manufacturer-specified 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 specifications 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).
• Accidental or other damage to the product that is cosmetic in nature, meaning damage that does
not affect 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 products 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 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; files; drivers; source code; object code or proprietary data; any support, configuration,
installation, or reinstallation of any software or data; or use of damaged or defective media.
• Any and all pre-existing conditions that occurred prior to the purchase date of the HP Care Pack.
• Product obsolescence.
• Any equipment relocated outside the country of purchase and not covered by an HP Travel +
Accidental Damage Protection Care Pack.
• Damaged or defective LCD screens when the failure is caused by abuse or is otherwise
excluded herein.
• Intentional damage that results in a cracked or damaged computer display screen or
damaged monitor.
• Damage due to police action, undeclared or declared war, nuclear incident, or terrorism.
• Alteration or modification of the covered product in any way.
• Any willful act to cause damage to the covered product.
• Reckless, negligent, or abusive conduct while handling or using the product.
• Unit cracks or holes when the damage does not penetrate the outer case and/or reveal internal
circuitry or sharp edges.
• Missing or broken keyboard caps not related to a covered accident (e.g., drop, liquid spill).
12 | HP Active Care I Data sheet
Service limitations (continued)
Limitations to Accidental Damage Protection
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.
If protective items such as covers, carrying cases, or pouches were provided or made available for
use with the covered product, you 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 products in a harmful, injurious, or offensive manner that may result in damage, as well
as any willful or intentional damage to the product. Any damage resulting from such acts is not
covered by this accidental damage protection service feature.
Once the specified 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 purchased will remain in effect
unless specifically documented otherwise in the country of purchase.
For customers with a history of significantly high claims, HP reserves the right to deny requests to
purchase the accidental damage protection feature.
Country restrictions may apply. Contact a local HP sales office for detailed information on service
availability for accidental damage protection.
Limitations to Defective Media Retention
The defective media retention service feature option applies only to disks or eligible SSD/flash
drives replaced by HP due to malfunction. It does not apply to any exchange of disks or SSD/ flash
drives that have not failed.
SSD/flash drives that are specified 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 QuickSpecs, or the technical data sheet are not eligible for the
defective media retention service feature option.
Failure rates on disks and SSD/flash drives are constantly monitored, and HP reserves the right
to cancel this service with 30 days’ notice if HP reasonably believes that you are overusing the
defective media retention service feature option (such as when replacement of defective disks 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 you, or sent to HP by you. Notwithstanding anything in the
current HP 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.
13 | HP Active Care I Data sheet
Service limitations (continued)
Limitations to Travel Protection
HP requires that you 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 repair of the original unit.
When you travel 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 here. 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-specific or country-specific parts,
are not available, you have the following options:
• Postpone the request for the service until you have 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-specific or country-specific 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 was purchased, but does not provide coverage when
traveling outside the country of purchase.
Non-HP-branded options are excluded from this service.
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Service limitations (continued)
Incident severity level
HP will acknowledge a call by logging a case, communicating the case ID to you, and confirming the
incident severity and time requirements for commencement of remedial action.
Note: For events received via HP electronic remote support solutions, HP will contact you, ask
you to define the incident severity, and arrange access to the system before the hardware onsite
response time period can start. Hardware support onsite response time commitments may differ
depending on incident severity. You determine the incident severity level.
Production environment down; production system or
Severity 1 Critical down
Severity 2 Critically degraded
Severity 3 Normal
production application down/at severe risk; data corruption/
loss or risk; business severely affected; safety issues.
Production environment severely impaired; production
system or production application interrupted/compromised;
risk of reoccurrence; significant impact on business.
Non-production system (e.g., test system) down or
degraded; production system or production application
degraded with workaround in place; noncritical functionality
lost; limited impact on the business.
Severity 4 Low No business or user impact.
Travel zones
All hardware onsite response times apply only to sites located within 100 miles (160 km) of an
HP-designated support hub. Response times to sites located more than 100 miles (160 km) from
an HP-designated support hub will have modified response times for extended travel, as shown in
the table below. Distances indicated below are for guidance only. For more information on travel
zones, contact a local HP sales office.
0–100 miles (0–160 km) Next-coverage-day onsite response time
101–200 miles (161–320 km) 1 additional coverage day
201–300 miles (321–480 km) 2 additional coverage days
Beyond 300 miles (480 km) Established at time of order and subject to resource availability
15 | HP Active Care I Data sheet
Ordering information
All units and options with individually sold HP Care Pack offerings must be ordered with the same
service level as the product they are contained in for that service level to be available for those units
and options. Availability of service features and service levels may vary according to local resources
and may be restricted to eligible products and geographic locations. Contact your local HP sales
representative or channel partner to order HP Hardware Support Onsite Service, or to request
additional details.
Terms and conditions
See complete Care Pack terms and conditions.
HP TechPulse terms and conditions
See complete HP TechPulse terms and conditions.
The Service Level Agreement provide by your HP reseller or HP sales representative will include
the terms and conditions of that agreement. HP Active Care with TechPulse cannot be resold or
transferred to another company.
Sign up for updates
hp.com/go/getupdated
For more information on Active Care, please visit the HP Active Care site at hp.com/active-care.
For more information
Contact your local HP sales representative or channel partner for details, or
visit hp.com/go/pcandprintservices.
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1. Service levels and response times for HP Care Packs may vary depending on your geographic location. Service starts on date of hardware purchase. Restrictions
and limitations apply. For details, visit hp.com/go/cpc. HP services are governed by the applicable HP terms and conditions of service provided or indicated to the
customer at the time of purchase. Customers may have additional statutory rights according to applicable local laws, and such rights are not in any way affected
by the HP terms and conditions of service or the HP limited warranty provided with your HP product.
2. Internet access with connection to TechPulse portal is required. For full system requirements, please visit hpdaas.com/requirements.
3. Remote support availability varies by country and region.
4. If Defective Media Retention is purchased alongside HP Active Care, any hard drives replaced will be retained by the customer.
© Copyright 2020 HP Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products
and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an
additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
4AA7-8543ENW, October 2020
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