HP Active Care User Manual

October 2020

HP Active Care

Frequently Asked Questions (FAQ)

For Customers

This document answers the most commonly asked questions about
the HP Active Care service offering for HP notebooks, HP workstations, and HP desktops.

October 2020 1

HP Active Care FAQ for Customers

Q: What is HP Active Care?

A: HP Active Care is a world-class PC service and support for office and mobile workers. HP Active Care

helps IT achieve optimal uptime and fast resolution support on HP devices.

1, 2

With remote technical
support, predictive device health analytics, remediation services, and Next Business Day Onsite
Response, HP Active Care keeps employees up and running in the office or on the go.

HP 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.

Q: What services are included in HP Active Care?

A: HP Active Care includes the following services:

•

HP TechPulse-enabled support features – HP Active Care enables IT Decision Makers or Partners
to receive alerts and notifications related to the health of their HP devices to be visible via a
dashboard in the HP TechPulse analytics platform. HP TechPulse provides alerts and
notifications for things such as Thermal Grading, Hard Disk Drive, Battery Alerts, and critical BIOS
Updates. In addition, this service also allows for Auto-Ticket generation capability for HDD and

Battery Failure notifications into HP’s Support Case System.

•

Remote Problem Diagnosis and Support – After receiving and acknowledging the ITDM/Partner
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 the devices or use other means available to facilitate remote resolution. The
ITDM/Partner is also able to remotely create tickets via the HP TechPulse dashboard on specific
high level incidents such as Hard Disk Drive Issues or Battery Issues, and that alerts for Thermal
and BIOS updates are provide to help troubleshoot faster and provide remediation the first time.

•

Onsite Hardware Support – For hardware incidents that cannot be resolved remotely, an
authorized representative will provide onsite technical support on covered hardware products to
return them to operating condition. In addition, this service includes Next Business Day Onsite
Support with HP TechPulse enabled support, allowing HP to more precisely identify and resolve
issues with your device without any delays.

•

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.

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 www.hp.com/go/cpc. HP services are governed by the applicable HP terms and conditions of service
provided or indicated to Customer at the time of purchase. Customer 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 Tech Pulse portal is required. For full system requirements, please visit http://www.hpdaas.com/requirements.