HP Active Care Data sheet

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.

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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.

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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.

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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.

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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.