HP Care Pack Datasheet

Datasheet

HP Hardware Support
Onsite Service

HP Care Pack services

Service feature highlights

• Coverage begins on original hardware
purchase date (even if prior to the date of
purchase of the HP Care Pack Services)

• Remote problem diagnosis and support

• Onsite hardware support

• Replacement parts and materials included

• Service-level options with dierent

coverage windows

• Service-level options with dierent onsite

response time for hardware support

• Escalation management

• Access to electronic support information
and services

• HP electronic remote support solution (for
eligible products only)

• Accidental damage protection (AUD$55
(plus GST) service fee per claim) (optional:
for eligible products only)

• Accidental damage protection (nil service
fee) (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/

notebook-only coverage (optional; for
eligible products only)

This HP Care Pack, together with the ‘HP Support Service Agreement Terms & Conditions’

(“Terms & Conditions”) and the service specications stated in the HP Care Pack Product Name

or Description form the basis of your agreement with HP for Hardware Support Onsite Service
(“Agreement”) and the Accidental Damage cover provided by AIG Australia Limited (“AIG”). The
Terms & Conditions can be located at hp.com/go/cpc

Service overview

HP Hardware Support Onsite Service provides high-quality remote assistance and onsite
support for your covered hardware, helping you to improve product uptime.

You have the exibility to choose between multiple predened 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. In addition, you may choose to purchase Accidental

damage protection for your covered hardware. This cover has been arranged by HP with AIG
Australia Limited (‘AIG”) Details of the Accidental damage protection and the terms and

conditions governing this coverage are set out in the Product Disclosure statement (Appendix

A) and this HP Care Pack. Accidental damage protection is available as either Accidental
damage protection (AUD$55 (plus GST)) service fee per claim) or Accidental damage

protection (nil service fee). Full details of both options including coverage and exclusions are

set out in Table 2 below.

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 may deny the claim if this information
is not provided, or if the incident is reported more than thirty days after the incident date.

Specications

Table 1. Service features

Feature Delivery specications

Remote problem
diagnosis and support

Once the Customer has placed and HP has acknowledged the receipt
of a call as described in ‘General provisions’, 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 for the installation of customer-

installable rmware and Customer Self Repair parts during the

service coverage window.

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 support solutions 24 hours a day,
7 days a week. HP will acknowledge the receipt by logging the call,
assigning a case ID, and communicating that case ID to the Customer.
Save for any condition, warranty, guarantee, right or remedy the

Customer may have at law which cannot be excluded, limited or
modied (including a consumer guarantee under the Australian

Consumer Law), HP will determine the resolution of all reported
incidents.

Data sheet | HP Hardware Support Onsite Service

Onsite hardware
support

For hardware incidents that cannot, in HP’s judgment, be resolved
remotely, an HP authorized representative will provide onsite
technical support on covered hardware products to return them to
operating condition. Save for any condition, warranty, guarantee,
right or remedy the Customer may have at law which cannot be

excluded, limited or modied (including a consumer guarantee under

the Australian Consumer Law), for certain products, HP may elect
to replace such products in lieu of repairing them. Replacement
products are new or functionally equivalent to new in performance.
Goods presented for repair may be replaced by refurbished goods of
the same type rather than being repaired. Refurbished parts may be
used to repair the goods. Replaced products become the property of
H P.

Once an HP authorized 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.

Save for any condition, warranty, guarantee, right or remedy the

Customer may have at law which cannot be excluded, limited or
modied (including a consumer guarantee under the Australian
Consumer Law), repair is considered complete upon HP verication

that the hardware malfunction has been corrected or that the
hardware has been replaced.

‘Fix-on-Failure’: In addition at time of onsite technical support

delivery, HP may:

• Install available engineering improvements 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 that, in the opinion of HP, are required to
return the covered product to operating condition or to maintain
supportability by HP and for which the Customer has the
required license to use, if applicable.

‘Fix-on-Request’: In addition, at customer request HP will install
during coverage hours critical rmware updates dened by HP as

non-customer- installable and for which the Customer has the

required license to use, if applicable. Critical rmware updates are
rmware updates recommended by the HP product division for

immediate installation.

Replacement parts
and materials

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. Goods presented for repair may be replaced by
refurbished goods of the same type rather than being repaired.
Refurbished parts may be used to repair the goods. 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
less any applicable discounts 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 and your rights (if any) under the Australian Consumer
Law apply to supplies and consumable parts.

Maximum supported lifetime/maximum usage:

Parts and components that have exceeded an acceptable maximum
usage rate or duty cycle (including as specied 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.

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Data sheet | HP Hardware Support Onsite Service

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 ‘General provisions’ 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 availability. Contact a local

HP sales oce for detailed information on service availability.

Onsite response time
for hardware support

Escalation
management

Access to electronic
support information
and services

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 ‘General provisions’. The onsite response time ends
when the HP authorized 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 Service-level options table. All response times are
subject to local availability. Contact a local HP sales oce for detailed

information on service availability.

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.

As part of this service, HP provides 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 downloading selected HP rmware or patches

which may require additional entitlement through HP Software
Support agreements, subscribing to hardware-related proactive

service notications, 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. 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.

• Search of HP and third-party hosted knowledge databases
for certain third-party products in order to retrieve product
information, get answers to support questions, and participate
in support forums. This service may be limited by third-party
access restrictions.

HP electronic 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

3

Data sheet | HP Hardware Support Onsite Service

access with the Customer’s authorization.The remote system access

may enable the HP support specialist to provide more ecient

troubleshooting and faster problem resolution.

Specications (optional)

Table 2. Optional service features

Feature Delivery specications

Accidental damage
protection: (nil service
fee)

This Accidental damage protection coverage is provided to you
pursuant to a group insurance policy that HP has purchased from
AIG. HP on behalf of AIG has previously provided you with a Product
Disclosure Statement (“PDS”) a copy of the PDS can be accessed at
hp.com.au/carepack/pds and form part of this Accidental damage
protection cover. Coverage is therefore subject to the terms found in
this section and in the PDS.

HP operates as a Group Purchasing Body under ASIC Class Order
CO/081. As a group purchasing entity, HP is obliged to provide you
with a Product disclosure statement (PDS) which can be accessed
at hp.com.au/carepack/pds. HP is not authorised to provide any

nancial advice in respect of this Accidental damage protection. The
covered hardware is specied in hp.com.au/carepack/

Please also note that this section is subject to cooling o rights
under the Corporations Act (2001) Cth. The details of such cooling o

rights are set out in the PDS.

You are also entitled to cancel this Accidental damage protection
cover at any time. However such cancellation (or cancellation under

your cooling o rights) will automatically result in cancellation of the

entire HP Care Pack Services found in this document.

You are a beneciary under the group policy purchased by HP. This

means that, your claim for Accidental Damage will be covered and
paid by AIG. AIG has appointed HP to handle any AD Claims.

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 are

detailed in the ‘Service limitations’ section (including “Coverage

and Exclusions applicable to accidental damage protection service

feature options”).

Accidental damage
Protection (AUD$55
(plus GST) service fee
per claim)

All of the Delivery Specications listed in Accidental damage

protection (nil service fee per claim) above apply. Additional details

and exclusions pertaining to this accidental damage protection

(AUD$55 (plus GST) service fee) are detailed in the “Service

limitations” section (including “Coverage and Exclusions applicable

to accidental damage protection service feature options”). This
Accidental Damage protection is provided on the basis of a AUD$55
(plus GST) service fee per claim

Defective media
retention

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 service. All Disk or eligible SSD/Flash Drives on a covered system
must participate in the defective media retention.

One-time Battery
Replacement

The One Time Battery Replacement Service oers onsite

replacement of out-of-warranty batteries. One replacement battery
will be provided if the originally purchased battery drops below 50%
charge capacity during normal use or if a cell failure has occurred
before the 50% limit is reached.

4

Data sheet | HP Hardware Support Onsite Service

This service terminates after you receive a battery replacement

or when the service period expires on the supported product,
whichever event occurs rst.

Call-to-repair time
commitment for
hardware support

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 ‘General provisions’.

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

‘General provisions’. 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 intervention.

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. Contact a local HP sales
oce for more information.

Save for any condition, warranty, guarantee, right or remedy the

Customer may have at law which cannot be excluded, limited or
modied (including a consumer guarantee under the Australian
Consumer Law), repair is considered complete upon HP verication

that the hardware malfunction has been corrected or that the
hardware has been replaced. Repair of hardware may result in
loss of data. 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. HP will determine the level of testing necessary
to verify that the hardware is repaired. 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. Goods presented for repair may
be replaced by refurbished goods of the same type rather than
being repaired. Refurbished parts may be used to repair the goods.
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.

Nothing in this section is intended to exclude or limit any condition,

warranty, guarantee, right or remedy the Customer may have at law

which cannot be excluded, limited or modied (including a consumer

guarantee under the Australian Consumer Law).

Enhanced parts
inventory management
(included with select,
optional call-to-repair
time commitments)

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 inventory availability and are
accessible to HP authorized representatives responding to eligible
support requests.

Nothing in this section is intended to exclude or limit any condition,

warranty, guarantee, right or remedy the Customer may have at law

which cannot be excluded, limited or modied (including a consumer

guarantee under the Australian Consumer Law).

5

Data sheet | HP Hardware Support Onsite Service

Desktop/workstation/
thin client/ notebook
only coverage

For eligible PC products, the Customer may choose desktop/

workstation/ thin client/notebook-only coverage. Not withstanding

anything to the contrary in this Agreement, 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.

Specications

Table 3. Service-level options

Not all service-level options are available on all products. The service-level options are chosen

by the Customer at the time of purchase

Feature Delivery specications

Standard response
time, 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 public holidays in the

relevant Australian state or territory.

An HP authorized 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 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 country or geographic region, please contact a local HP
sales oce.

Third-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 public holidays in the

relevant Australian state or territory.

An HP authorized 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.

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 public holidays in the

relevant Australian state or territory.

An HP authorized representative will arrive at the Customer’s
site during the coverage window to begin hardware maintenance

service the next 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 coverage day.

4-hour 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 public holidays in the

relevant Australian state or territory.

An HP authorized representative will arrive at the Customer’s site
during the coverage window to begin hardware maintenance service
within 4 hours after the call has been received and acknowledged
by HP. The 4-hour onsite response time is measured during the
coverage window only. For calls received after 1:00 p.m. local time,

the response time may be carried over to the next coverage window.

6

Data sheet | HP Hardware Support Onsite Service

4-hour response,

extended business
hours (13x5)

4-hour response,

extended business
hours (13x7)

4-hour response,

24x7

Service is available 13 hours per day between 8:00 a.m. and 9:00

p.m. local time, Monday through Friday excluding public holidays in

the relevant Australian state or territory.

An HP authorized representative will arrive at the Customer’s site
during the coverage window to begin hardware maintenance service
within 4 hours after the call has been received and acknowledged
by HP. The 4-hour onsite response time is measured during the
coverage window only. For calls received after 5:00 p.m. local time,

the response time may be carried over to the next coverage window.

Service is available 13 hours per day between 8:00 a.m. and 9:00
p.m. local time, Monday through Sunday including public holidays in
the relevant Australian state or territory.

An HP authorized representative will arrive at the Customer’s site
during the coverage window to begin hardware maintenance service
within 4 hours after the call has been received and acknowledged
by HP. The 4-hour response time is measured during the coverage
window only.

For calls received after 5:00 p.m. local time, the response time may

be carried over to the next coverage window.

Service is available 24 hours per day, Monday through Sunday
including public holidays in the relevant Australian state or territory.
An HP authorized representative will arrive at the Customer’s site
any time and day of the year to begin hardware maintenance service
within 4 hours after the call has been received and acknowledged
by HP.

6-hour call-to-repair For critical incidents with covered hardware, HP will use commercially

reasonable eorts to return the covered hardware to operating

condition within 6 hours of the initial call to HP, if this time falls within
the coverage window.

24-hour call-to-repair,

24x7

Service is available 24 hours per day, Monday through Sunday
including public holidays in the relevant Australian state or territory.

For critical incidents with covered hardware, HP will use

commercially reasonable eorts to return the covered hardware to

operating condition within 24 hours after the call has been received
and acknowledged by HP.

Coverage

This service provides coverage for eligible HP- or Compaq-branded hardware products and HP­supported and -supplied internal components such as memory and DVD-ROM drives, as well as
attached HP- or Compaq-branded accessories purchased together with the main product, such
as mouse, keyboard, docking station and AC power adapter.

For HP point-of-sale (POS) systems and bundled product solutions such as retail solutions,
kiosks, or carts, this service covers the base unit as well as attached HP-branded peripherals
such as cash drawers, printers, pole displays for monitors, and bar-code readers or handheld
scanners that have been sold as part of the POS or bundled product solution.

Coverage for eligible multivendor systems includes all standard vendor-supplied internal

components and the external monitor, keyboard, and mouse.

Subject to any warranty, guarantee, right or remedy that cannot be excluded, limited or
modied (including a consumer guarantee under the Australian Consumer Law), consumable

items including, but not limited to, removable media, customer-replaceable batteries and
tablet PC pens, maintenance kits, and other supplies, as well as user maintenance and non-HP
devices, are not covered by this service.

For replacement parts and components that are discontinued, an upgrade path may be
required. HP will work with the Customer to recommend a replacement. Subject to any

warranty, guarantee, right or remedy that cannot be excluded, limited or modied (including

a consumer guarantee under the Australian Consumer Law), not all components will have
available replacements in all countries due to local support capabilities.

7

Data sheet | HP Hardware Support Onsite Service

Prerequisites

For hardware onsite response time options, HP strongly recommends that the Customer install
and operate the appropriate HP remote support solution, with a secure connection to HP, in
order to enable the delivery of the service. For hardware call-to-repair time commitments, HP
requires that the Customer install and operate the appropriate HP remote support solution,
with a secure connection to HP, in order to enable the delivery of the service. Please contact a

local HP representative for further details on requirements, specications, and exclusions. If

the Customer does not deploy the appropriate HP remote support solution, HP may not deliver
the services described in this Agreement. However, non-compliance with the obligations does

not aect any right or remedy the Customer may have at law (including a consumer guarantee
under the Australian Consumer Law). Installation of customer-installable rmware is the

responsibility of the Customer and is not included in the service.

For Customers with licenses to rmware-based software products (features implemented
in rmware activated by the purchase of a separate software license product) or licensed
rmware, 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 the installation of rmware updates as previously described in this

Agreement 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.

Customer responsibilities

If the Customer does not act upon the specied Customer responsibilities, HP or the HP

authorized service provider may not deliver the services as described in this Agreement.

However, non-compliance with the obligations does not aect any right or remedy the

Customer may have at law (including a consumer guarantee under the Australian Consumer
Law).

If required by HP, the Customer or HP authorized representative must activate the hardware
product to be supported within 10 days of purchase of this service, using the registration
instructions within the Care Pack or the email document provided by HP, or as otherwise
directed by HP. In the event that a covered product changes location (subject to HP consent),

activation and registration (or a proper adjustment to existing HP registration) is to occur within

10 days of the change.

The call-to-repair time commitment is subject to the Customer providing immediate and
unrestricted access to the system (including physical, remote troubleshooting and hardware
diagnostic assessments), as requested by HP. If the Customer does not provide such access, HP
may not comply with the call-to-repair time commitment. If the Customer requests scheduled
service, the call-to-repair time period begins at the agreed-upon scheduled time.

For hardware onsite response time options HP strongly recommends and for hardware call­to-repair time commitments the Customer must install the appropriate HP remote support
solution, with a secure connection to HP, and 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, the Customer must also maintain

the contact details congured 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,

specications, and exclusions.

Upon HP request, the Customer will be required to support HP’s remote problem resolution

eorts. The Customer will:

• Provide all information necessary for HP to deliver timely and professional remote support
and to enable HP to determine the level of support eligibility

• Start self-tests and install and run other diagnostic tools and programs

• Install customer-installable rmware updates and patches

• Perform other reasonable activities to help HP identify or resolve problems, as requested
by HP

The Customer is responsible for installing, in a timely manner, critical customer-installable

rmware updates, as well as Customer Self Repair parts and replacement products delivered to

the Customer.

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Data sheet | HP Hardware Support Onsite Service

The Customer agrees to pay additional charges if the Customer requests that HP install

customer-installable rmware updates or patches. Any additional charges to the Customer will

be on a time-and-materials basis, unless otherwise previously agreed in writing by HP and the
Customer.

In cases where Customer Self Repair parts or replacement products are shipped to resolve
a problem, the Customer is responsible for returning the defective part or product within a
time period designated by HP. In the event 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, the Customer will be required to pay the HP list price less any applicable
discounts for the defective part or product, as determined by HP. The Customer may have

additional rights at law which cannot be excluded, limited or modied (including a consumer

guarantee under the Australian Consumer Law).

The Customer is responsible for the security of the Customer’s proprietary and condential

information. The Customer is responsible for properly sanitizing or removing data from
products that may be replaced and returned to HP as part of the repair process to ensure the
safeguarding of the Customer’s data. The repair of goods may result in loss of data. For more
information on Customer responsibilities, including those outlined in HP’s Media Sanitization
Policy and Media Handling Policy for Healthcare Customers, go to hp.com/go/mediahandling.

If the Customer chooses to retain repair parts covered under the defective media retention
and/or comprehensive defective material retention service feature options, it is the Customer’s
responsibility to:

• Retain physical control of the covered data retentive components at all times during
support delivery by HP; HP is not responsible for data contained on the covered data
retentive component

• Ensure that any Customer sensitive data on the retained the covered data retentive
component is destroyed or remains secure

• Have an authorized representative present to retain the defective data retentive

component, accept the replacement component, provide HP with identication

information for each data retentive component retained hereunder, and, upon HP request,

execute a document provided by HP acknowledging the retention of the data retentive

component

• Destroy the retained data retentive component and/or ensure that it is not put into use
again

• Dispose of all retained data retentive components in compliance with applicable
environmental laws and regulations

For data retentive components supplied by HP to the Customer as loaner, rental, or lease

products, the Customer will promptly return the replacement components at the expiration

or termination of support with HP. The Customer will be solely responsible for removing all
sensitive data before returning any such loaned, rented, or leased components or products

to HP, and HP shall not be responsible for maintaining the condentiality or privacy of any

sensitive data that remains on such components.

Accidental damage protection (optional feature)

For HP Care Pack oerings 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 may
deny the claim if this information is not provided, or if the incident is reported more than thirty
days after the incident date.

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/ash drives at all times; HP is not responsible for

data contained on disks or SSD/ash drives.

• Ensure that any sensitive data on the retained disks or SSD/ash drives is destroyed or
remains secure.

• Provide HP with identication information for each disk or SSD/ash drive retained

hereunder, and execute a document provided by HP acknowledging your retention of the
disks or SSD/ash drives.

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Data sheet | HP Hardware Support Onsite Service

• Destroy the retained disk or SSD/ash drives and/or ensure that the disk or SSD/ash
drive is not put into use again.

• Dispose of all retained disks or SSD/ash drives in compliance with applicable
environmental laws and regulations.

For disks or SSD/ash drives supplied to you by HP as loaner, rental, or lease products, you
will promptly return the replacement disks or SSD/ash 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/ash drives to HP, and HP shall
not be responsible for maintaining the condentiality or privacy of any sensitive data that
remains on such disk or SSD/ash drive.

One time Battery Replacement service feature (optional feature)

Customers who did not previously register their One Time Battery Service Replacement should
note that it is necessary to register the purchase before the battery replacement order can
be completed. You will be required to provide “proof of purchase” at the time of the claim.
You should be prepared to provide data from the purchase documentation to the Call Centre

representative and to fax or mail a copy of the proof of purchase to HP. If you want HP to

take care of the battery disposal and destruction of the hazardous battery in compliance to
environmental standards and local regulations, please reach out to your HP representative.
Additional charges may apply.

Service limitations

Nothing in this Agreement excludes, restricts or modies any condition, warranty, guarantee,

right or remedy you may have at law (including a consumer guarantee under the Australian

Consumer Law) which cannot be lawfully excluded or limited.

Service will be provided using a combination of remote diagnosis and support, services
delivered onsite, and other service delivery methods. Other service delivery methods may
include the delivery, via a courier, of customer-replaceable parts such as a keyboard, a mouse,

or if agreed by the Customer, other parts classied by HP as Customer Self Repair parts, or an

entire replacement product. The Customer may have additional rights at law which cannot be

excluded, limited or modied (including a consumer guarantee under the Australian Consumer

Law).

If the Customer agrees to the recommended Customer Self Repair (CSR) and a CSR part is
provided to return the system to operating condition, the onsite service level shall not apply.

In those cases, HP practice is to express ship Customer Self Repair parts that are critical to

the product operation to the Customer location. For more details on the Customer Self Repair
process and parts, please refer to hp.com/go/selfrepair

An onsite response time will not apply if the service can be delivered using remote diagnosis,
remote support, or other service delivery methods described above.

For HP point-of-sale (POS) systems and bundled product solutions such as retail solutions,
kiosks, or carts, service may be provided onsite for the base unit only. Service for attached
peripherals will be provided by shipping replacement parts or entire replacement products
for Customer Self Repair or installation by the technical courier delivering the part or product.

The Customer may have additional rights at law which cannot be excluded, limited or modied

(including a consumer guarantee under the Australian Consumer Law).

The following activities or situations will suspend the call-to-repair time calculation (if
applicable) until they are completed or resolved:

• Any Customer or third party actions or inaction impacting the repair process

• Any automated or manual recovery processes triggered by the hardware malfunction,
such as disk mechanism rebuild, sparing procedures, or data integrity protection measures

• Any other activities not specic to the hardware repair but required to verify that the
hardware malfunction has been corrected, such as rebooting the operating system

Call-to-repair time commitments and onsite response times do not apply to the repair or
replacement of defective or depleted batteries for selected enterprise storage arrays and
enterprise tape products.

A call-to-repair time commitment does not apply when the Customer chooses to have HP

prolong diagnosis rather than execute recommended recovery procedures.

If the Customer requests scheduled service, the call-to-repair time period begins at the agreed­upon scheduled time.

The following activities are excluded from this Agreement:

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Data sheet | HP Hardware Support Onsite Service

• Backup, recovery, and support of the operating system, other software, and data

• Operational testing of applications, or additional tests requested or required by the
Customer

• Troubleshooting for interconnectivity or compatibility problems

• Support for network-related problems

• Services required due to failure of the Customer to incorporate any system x, repair,

patch, or modication provided to the Customer by HP

• Services required due to failure of the Customer to take avoidance action previously
advised by HP

• Services that, in the opinion of HP, are required due to improper treatment or use of the
product

• Services that, in the opinion of HP, are required due to unauthorized attempts by non-HP

personnel to install, repair, maintain, or modify hardware, rmware, or software

• Services that, in the opinion of HP, are required due to damage to products as a result of
the use of non-HP consumables.

The Customer may have additional rights at law which cannot be excluded, limited or modied

(including a consumer guarantee under the Australian Consumer Law).

Limitations to the One time Battery Replacement service feature option:

This Care Pack must be purchased within 90 days of the hardware purchase. Customers who do
not purchase the One-time Battery Replacement Service at time of hardware purchase have an
option to purchase an after-market battery option kit from HP.

This service is for one (1) battery replacement per product under contract within the terms
of service of the Care Pack. Coverage is limited to the primary battery that was originally

congured and purchased with the product.

Coverage and Exclusions applicable to the accidental damage

protection service feature options

Coverage and exclusions applicable to all accidental damage protection options:

Coverage for Accidental Damage protection is also subject to the applicable terms and
conditions found in the rest of this document.

If Your covered hardware suers Accidental Damage, subject to the terms of the PDS, the

Master Policy and this HP Care Pack Services Document, AIG will, at its discretion (through HP):

(i) repair the defect using new or refurbished parts that are equivalent to new in performance
and reliability, or

(ii) exchange the Product with a replacement product that is new or equivalent to new in

performance and reliability.

Provided You register your covered hardware and pay the premium (as detailed in the PDS and
this document), Accidental damage protection is for a 3, 4 or 5 year period commencing from
the date of purchase of your covered hardware (which may be earlier than the date of purchase
of this HP Care Pack Services). The recommended retail price of a replacement product will not

exceed the original purchase price of the replaced Product.

The 3 year period of cover consists of 3 consecutive one year period(s) of cover. The 4 year
period of cover consists of 4 consecutive one year period(s) of cover. The 5 year period of cover
consists of 5 consecutive one year period(s) of cover. The initial one year period of Cover shall
commence from the date of purchase of your covered hardware and with each subsequent
year(s) of cover commencing on the anniversary dates of the purchase of the covered
hardware.

Maximum benet- this varies subject to which Accidental damage protection option You have

purchased. Please see below for details.

In the event of the entire replacement of the covered hardware, this Accidental damage
protection cover ends and this HP Care Pack Services terminates. In such a case no further
claims for accidental damage will be permitted irrespective of the year(s) of cover still available
and irrespective of the number of claims made or not made. On termination no further HP Care
Pack Services may be purchased or registered in respect of the replacement of the covered
hardware.

11

Data sheet | HP Hardware Support Onsite Service

12

Your Accidental damage protection cover will terminate when any of the following occurs:

(i) the Accidental damage protection coverage is cancelled (see section ‘Cancellation’ in
the PDS);

(ii) the 3, 4 or 5 year period of cover expires;

(iii) You sell the covered hardware;

(iv) the “Maximum benet” - (as set out below) has been reached;

(v) AIG provides a refund as settlement of a claim; or

(vi) This HP Care Pack Service is terminated

The maximum amount payable by AIG will be the original purchase price (inclusive of GST) of

Your covered hardware.

No Accidental damage protection cover shall be provided in connection with the following

events and damage:

• Normal wear and tear; change in color, texture, or nish; 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,

oods), or any other peril originating from outside the product

• Exposure to weather conditions or environmental conditions that are outside of HP
specications, exposure to hazardous (including bio-hazardous) materials, operator

negligence, misuse, mishandling, improper electrical power supply, unauthorized repairs

or attempts to repair, improper and unauthorized equipment modications, attachments

or installation, vandalism, animal or insect damage or infestation, defective batteries,

battery leakage, lack of manufacturer-specied maintenance (including the use of

inappropriate cleansers)

• 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 specications 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 to the Customer’s adjudicator, the servicer,
or HP)

• Accidental or other damage to the product that is cosmetic in nature, meaning damage
that does not impact 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 product(s) 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 the Customer’s 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; les; drivers; source code; object code or proprietary data; any
support, conguration, installation or reinstallation of any software or data; or use of

damaged or defective media

• Any and all pre-existing conditions that occurred (i.e., took place) prior to the purchase
date of the HP Care Pack service

• Any equipment relocated outside the country of purchase

• 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 modication of the covered product in any way

• Unexplained or mysterious disappearance and any wilful act to cause damage to the
covered product

Data sheet | HP Hardware Support Onsite Service

• Losses or damage due to, or related to, a biological or chemical event(s)

• Losses or damage caused by Your or Your Customer’s illegal acts

• Any losses or damages due to the order of any government, public authority, or customs

ocial

• Reckless, negligent, or abusive conduct while handling or using the product. If protective
items such as covers, carrying cases or pouches, etc., were provided or made available
for use with the covered product, the Customer must continually use these product
accessories to be eligible for protection under this Accidental Damage Cover. Reckless,
negligent, or abusive conduct includes, but is not limited to, the treatment and use of

the covered product(s) in a harmful, injurious, or oensive manner that may result in its

damage and any wilful or intentional damage to the product. Any damage resulting from

such acts are NOT covered

• Any loss, damage or injury, or other contingency which is in any way due to:

a. War, invasion, act of foreign enemy, hostilities or warlike operations (whether war
be declared or not), civil war; and

b. Civil commotion assuming the proportions of or amounting to a popular uprising,
military rising, mutiny, insurrection, rebellion, revolution, military or usurped power,
martial law or state of siege or any of the events or causes which determine the
proclamation or maintenance of martial law or state of siege or any act of any person
acting on behalf of or in connection with any organisation with activities directed
towards the overthrow by force of the government de jure or de facto or to the

inuencing of it by terrorism or violence.

• Any legal liability of whatsoever nature directly or indirectly caused by or contributed to by
or arising from ionising radiations or contamination by radioactivity from any nuclear fuel
or from any nuclear waste from the combustion of nuclear fuel. Solely for the purpose of

this exclusion, combustion shall include any self-sustaining process of nuclear ssion and

• Any accident, loss, destruction, damage or legal liability directly or indirectly caused by or
contributed to by or arising from nuclear weapons material.

• Any loss (whether temporary or permanent) of Your property or any part thereof by

reason of conscation, requisition, detention or legal or illegal occupation of such property

or any premises, vehicle or thing containing the same by any government authorities.

• Any loss, damage or other contingency happening during the existence of a state of
emergency as declared by the local authorities (whether physical or otherwise) which
is occasioned by or through or in consequence directly or indirectly of any of the said

occurrences except to the extent that You shall prove that such loss, damage or other
contingency happened independently of the existence of the state of emergency as

declared by the local authorities.

• Any loss, damage, cost or expense or consequential to the loss however caused by,
contributed by, resulting from or in connection with:

• any Act of Terrorism, notwithstanding any provision to the contrary within this Policy

or any endorsement thereto; and

• any action taken in controlling, preventing, suppressing or in any way relating to any

Act of Terrorism.

Where We decline any claim on this ground, You have the burden to show to the contrary that

the exclusion(s) do not apply.

If, by virtue of any law or regulation which is applicable to the Insurer, its parent company or
its ultimate controlling entity, at the inception of this Policy or at any time thereafter, providing
coverage to the Insured is or would be unlawful because it breaches an applicable embargo or
sanction, that Insurer shall provide no coverage and have no liability whatsoever nor provide
any defense to the Insured or make any payment of defense costs or provide any form of

security on behalf of the Insured, to the extent that it would be in breach of such embargo or

sanction. For the purposes of this clause, the Insurer is AIG Australia limited and the Insured is
the Customer.

For those Customers with a history of signicantly high claims, HP also reserves the right to

work with the customer to limit any subsequent claims.

The Customer has the responsibility to report any accidental damage to HP within 30 days of

the incident date so that HP can expedite repair. HP reserves the right to deny repair under

this coverage program for damages which have been reported more than 30 days after
the incident date. If protective items such as covers, carrying cases or pouches, etc., were
provided or made available for use with the covered product, it is the Customer’s responsibility
to continually use these product accessories for protection against damage to the covered
product.

13

Data sheet | HP Hardware Support Onsite Service

Accidental damage protection (A$55 (plus GST) service fee per claim

Additional details and exclusions for this Accidental damage protection cover:

Maximum benet - The maximum number of component parts that we will cover for the

Product is 3 parts per individual year of cover.

Accidental damage protection (nil service fee)

Additional details and exclusions pertaining to applicable 3, 4 or 5 year accidental damage
protection (excluding care pack part numbers listed above):

Service Fee- no service fee is payable for accidental damage protection.

Maximum benet – There is a maximum number of 3 claims throughout the total coverage

period (either 3 or 4 or 5 year coverage period).

Limitations to the defective media retention and
comprehensive defective material retention service feature
options

The defective media retention and comprehensive defective material retention service feature
options apply only to eligible data retentive components replaced by HP due to malfunction. It

does not apply to any exchange of data retentive components that have not failed.

Data Retentive components that are specied by HP as consumable parts and/or that have
exceeded an acceptable maximum usage rate or duty cycle (including as specied in the

manufacturer’s operating manual, the product QuickSpecs, or the technical data sheet) are not
eligible for the defective media retention or the comprehensive defective material retention
service feature option.

Defective media retention service and comprehensive defective material retention service
coverage for options designated by HP as requiring separate coverage, if available, must be

congured and purchased separately.

SUBJECT TO ANY RIGHTS CUSTOMER MAY HAVE AT LAW WHICH CANNOT BE EXCLUDED,
LIMITED OR MODIFIED, HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE

CONTENTS OF OR THE DESTRUCTION OF ANY DATA RETENTIVE COMPONENT RETAINED BY
THE CUSTOMER. NOTWITHSTANDING ANYTHING IN THIS AGREEMENT 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 OR COMPREHENSIVE DEFECTIVE MATERIAL
RETENTION SERVICE. NEITHER PARTY LIMITS THEIR LIABILITY FOR LIABILITY WHICH MAY NOT BE
EXCLUDED, MODIFIED OR LIMITED BY APPLICABLE LAW.

General provisions/Other exclusions

HP will acknowledge a call by logging a case, communicating the case ID to the Customer,

and conrming the Customer’s incident severity and time requirements for commencement
of remedial action. Note: For events received via the HP electronic remote support solutions,

HP is required to contact the Customer, determine the incident severity with the Customer,
and arrange access to the system before the hardware call-to-repair time or hardware onsite
response time period can start.

Incident severity is dened as:

• Severity 1—Critical Down: for example, production environment down: production system
or production application down/at severe risk; data corruption/loss or risk; business

severely aected; safety issues

• Severity 2—Critically Degraded: for example, production environment severely
impaired; production system or production application interrupted/compromised; risk of

reoccurrence; signicant impact on business

• Severity 3—Normal: for example, non-production system (e.g., test system) down or
degraded; production system or production application degraded with workaround in
place; non-critical functionality lost; limited impact on the business

• Severity 4—Low: for example, no business or user impact

Travel zones

All hardware onsite response times apply only to sites located within 80km of an HP designated
support hub.

14

Response times to sites located more than 80km from an HP designated support hub will have

Data sheet | HP Hardware Support Onsite Service

modied response times for extended travel, as shown in the table below.

A call-to-repair time commitment is available for sites located within 50 miles (80 km) of an HP
designated support hub.

For sites that are located within 51 to 100 miles (81 to 160 km) of an HP designated support
hub, an adjusted hardware call-to-repair time commitment applies, as shown in the table
below.

The hardware call-to-repair time commitment is not available for sites located more than 100
miles (160 km) from an HP designated support hub.

Distance from HP
designated support

4-hour onsite response
time

Next-/third-day onsite
response time

hub

0–80 km 4 hours Next/third coverage day

81–160 km 8 hours 1 additional coverage day

161–240 km Established at time of order and

subject to resource availability

Beyond 240 km Established at time of order and

subject to resource availability

Distance from HP
designated support
hub

0–80 km 6 hours 24 hours

Beyond 80 km Established at time of order and

6-hour hardware
call-to-repair time
commitment

subject to resource availability

2 additional coverage days

Established at time of order and
subject to resource availability

Next-/third-day onsite
response time

Established at time of order and
subject to resource availability

Ordering information

All units and options with individually sold HP Care Pack services must be ordered with the
same service level as the product they are contained in if that service level is available for those
units and options.

Save for any condition, warranty, guarantee, right or remedy the Customer may have at law

which cannot be excluded, limited or modied (including a consumer guarantee under the

Australian Consumer Law), availability of service features and service levels may vary according
to local resources and may be restricted to eligible products and geographic locations. To
obtain further information or to order HP Hardware Support Onsite Service, contact a local

HP sales representative and reference the following product numbers (‘x’ denotes the service

length in years):

• HA101Ax for next-day response, standard business hours (9x5)

• HA103Ax for 4-hour response, extended business hours (13x5)

• HA104Ax for 4-hour response, 24x7

• HA105Ax for 6-hour call-to-repair, 24x7

Depending on the point of purchase and the requested service-level option, other product
numbers may apply. Please consult a local HP representative or HP reseller regarding which

product number will best meet your specic needs.

For more information

For more information on HP Services, contact any of our worldwide sales oces or resellers or

visit one of the following websites:

HP Care Pack Services: hp.com.au/carepack

Get connected hp.com/go/getconnected

© 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 (subject to a customer’s additional rights under the
Australian Consumer law). Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

4AA6-2845EEAU, June 2020

Data sheet | HP Hardware Support Onsite Service

Appendix A

Accidental Damage
Product Disclosure Statement and

HP Disclosure Notice

Prepared by:

AIG Australia Limited

ABN 93 004 727 753 AFSL 381686

Level 12, 717 Bourke Street, Docklands VIC 3008

Date prepared: 10 April 2018

16

Data sheet | HP Hardware Support Onsite Service

Important information

As a purchaser of eligible HP computing products, You are eligible for the benet of Accidental Damage insurance cover (AD Coverage) under
your Hardware Support Onsite Service benets (HP Care Pack Services) provided you (i) pay a premium to receive the AD Coverage and (ii) you

have registered your Product in accordance with the conditions found in the HP Care Pack Services document.

The AD Coverage is underwritten by AIG Australia Limited.

Please note while you may be eligible for coverage from the date of purchase of the AD Coverage/HP Care Pack Services, without such
registration, AIG Australia Limited (We, Us, Our) and HP will not be able to meet or process your potential claim in the absence of such
registration.

Please also note that any cooling o period (detailed below) commences from the date of your purchase of the AD Coverage and not from the

date of registration.

This Product Disclosure Statement (PDS) contains information about the key benets and signicant features of the AD Coverage and

important information about Your rights and obligations including information about the Cooling O Period, Privacy, General Insurance Code

of Practice and Dispute Resolution. The purpose of this PDS is to give You information You may require to make an informed decision about

whether to obtain the benet of the AD Coverage. Any information contained in this PDS is general information only and is not intended to
constitute advice, nor is it a recommendation or an opinion that the AD Coverage is suitable for or takes into account, Your specic objectives,
nancial situation or particular needs.

Some of the words and phrases frequently used in this PDS and the Notice from HP (see below) have special meanings. Their meanings are
explained in the section headed “Denitions” of this PDS.

How the Accidental Damage insurance cover works

The AD Coverage is issued/insured by:

AIG Australia Limited

ABN 93 004 727 753 AFSL 381686

Level 12, 717 Bourke Street, Docklands VIC 3008

We issue/insure the AD Coverage pursuant to an Australian Financial Services Licence granted to Us by the Australian Securities and
Investments Commission. We prepared this Product Disclosure Statement.

17

Data sheet | HP Hardware Support Onsite Service

NOTICE FROM HP

For the purposes of the Accidental Damage cover (AD Coverage), HP PPS Australia Pty Ltd (“HP”) is a
group purchasing body and has arranged this AD Coverage through a group insurance policy (Master
Policy) issued to HP by AIG Australia Limited (AIG). General factual information about the AD Coverage
is set out in the Accidental Damage Product Disclosure Statement (PDS). Please read this information
carefully. Should you require it, HP will provide you with a printed copy of this notice free of charge
(contact details on page 6).

HP is not the issuer of the AD Coverage and does not guarantee any benets under the Master Policy.

AIG reimburses HP for any administrative costs necessarily incurred by HP to ensure AD Coverage is

issued to you. You, however, are a beneciary under the Master Policy. This means that, your claim for

accidental damage (AD Claim) will be covered and paid by AIG. AIG has appointed HP to handle any AD
Claims.

HP is not authorised to provide any nancial advice in respect of the AD Coverage and does not hold an
Australian Financial Services Licence. You may consider obtaining Your own nancial product advice

about AD Coverage from a person who is able to give such advice under an Australian Financial Services
Licence.

If the Master Policy is terminated, AIG will continue to meet claims for the AD Coverage specied in the

PDS and Terms provided that You have accepted Your AD Coverage prior to termination of the Master
Policy and Your AD Claim is made within the duration of Your AD Coverage.

HP will give You prior written notice if the Master Policy ends but does not need to notify You if
substantially similar cover applies or will apply for such period (or remainder of such period). If You are

not provided with such notice, HP is liable to compensate You for any loss or damage You may suer as

a result of HP’s failure to notify You. You can verify the status of Your AD Coverage by contacting HP
(contact details on page 6).

Product Disclosure Statement

Cover available

Your purchase of the HP Care Pack Services includes this AD Coverage. AD Coverage applies to an operational or mechanical failure

caused by Accidental Damage that is the result of an unexpected and unintentional external event, subject to the limits of liability,
general exclusions and the terms of this PDS and the Master Policy and the terms found in the HP Care Pack Services Document in

relation to AD Coverage. The Care Pack Services document will be provided simultaneously with this PDS.

Benets

If Your Product suers Accidental Damage, subject to the terms of this PDS, the Master Policy and the HP Care Pack Services Document,

we will (through HP):

(i) repair the defect using new or refurbished parts that are equivalent to new in performance and reliability, or

(ii) exchange the Product with a replacement product that is new or equivalent to new in performance and reliability.

Limits of Cover

Notwithstanding anything else in this PDS, the following limits of liability apply to this AD Coverage:

18

Data sheet | HP Hardware Support Onsite Service

Depending on the level of cover purchased, AD Coverage is either for a three, four or ve year period commencing from the date of purchase

of the Product.

The 3, 4 or 5 year period of cover consists of three (3) or four (4) or ve (5)Year(s) of Cover (as dened below). The initial Year of Cover shall

commence from the date of purchase of Your Product and with each subsequent Year(s) of Cover commencing on the anniversary dates of the
purchase of Your Product.

The maximum number of component parts that we will cover for the Product is (a) for AD Coverage with a service fee, 3 parts per Year of

Cover; and (b) for AD Coverage with no service fee, 3 claims per total, aggregate Years of Cover.

However in the event of the entire replacement of the Product, this AD Cover and HP Care Pack Services terminates and no further claims for
AD Cover will be permitted irrespective of the Year(s) of Cover still available and irrespective of the number of claim made or not made. In such
an event no further HP Care Pack Service may be purchased or registered for the replacement Product.

The maximum amount payable by Us will be the original purchase price (inclusive of GST) of Your covered Product.

We will not accept any liability to You, or any subsequent owner or other user of the Product, for any incidental or consequential damages,
including, but not limited to, liability or damages for the Product not being available for use, loss or corruption of data or software, personal
injury, death, other indirect loss due to product failure, or any and all incidental, indirect, special or consequential damages arising out of or in
connection with the use or performance of the Product, even if You have advised Us of the possibility of such damages.

Service Fee

A service fee of A$55.00 (plus GST) applies to each and every claim and is payable to HP. If you have multiple covered Products damaged in
a single event of Accidental Damage, you will only pay one service fee. Your damaged Product will not be returned until the Service Fee has
been paid. For certain eligible Products, you may be able to purchase from HP, HP Care Pack Services with nil service fee.

Period of cover

Your AD Coverage will commence on the date of purchase of Your Product and provided You register your product and pay the premium.

Your cover will terminate when any of the following occurs:

i. the AD Coverage is cancelled (see section ‘Cancellation’ in this PDS);

ii. the 3, 4 or 5 year period of cover expires;

iii. You sell the Product;

iv. the maximum benet (as set out under “Limits of Cover”) has been reached;

v. We provide a refund as settlement of a claim; or

vi. Your HP Care Pack Service is terminated.

For purposes of clarication, your AD Coverage will expire 3, 4 or 5 years after commencement of cover.

What’s not covered

Items not covered

This AD Coverage does not cover items such as docking stations, external modems, external speakers, game devices, secondary monitors,
external mouse, external keyboard on notebooks, externally-attached devices, components, cases, monitor, wall mounts or wiring classied

as ‘accessories’ or ‘consumables’ and not built in or on the base unit, such as light bulbs, ceiling mount kit, memory disks or disk, disposable
memory devices, carrying cases or stylus pens, or any other parts/components requiring regular maintenance.

General Exclusions

AD Coverage does not include:

1. normal wear and tear; change in colour, texture, or nish; gradual deterioration; rust; dust; or corrosion;

2. re, 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, oods), or any other peril originating from outside the Product;

3. exposure to weather conditions or environmental conditions that are outside of HP specications, exposure to hazardous (including
bio-hazardous) materials, operator negligence, misuse, mishandling, improper electrical power supply, unauthorized repairs or attempts

to repair, improper and unauthorized equipment modications, attachments or installation, vandalism, animal or insect damage
or infestation, defective batteries, battery leakage, lack of manufacturer-specied maintenance (including the use of inappropriate

cleansers);

4. 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 specications and owner’s manual;

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5. theft, loss, mysterious disappearance, or misplacement;

6. data loss or corruption; business interruptions;

7. fraud (including, but not limited to, incorrect, misleading, erroneous or incomplete disclosure of how the Product was damaged to the
customer’s adjudicator, the servicer, or HP);

8. accidental or other damage to the Product that is cosmetic in nature, meaning damage that does not impact operation and functioning of
the computer;

9. computer monitor screen imperfections including, but not limited to, ‘burn-in’ and missing pixels, caused by normal use and operation of
the Product;

10. damage to Product(s) whose serial numbers are removed or altered;

11. damage or equipment failure that is covered by manufacturer’s warranty, recall, or factory bulletins;

12. damage caused during the shipment of the covered Product to or from another location;

13. 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; les; drivers; source code; object code or proprietary data; any support,
conguration, installation or reinstallation of any software or data; or use of damaged or defective media;

14. any and all pre-existing conditions that occurred prior to the purchase date of the AD Coverage;

15. any Product relocated outside the country of purchase;

16. damaged or defective LCD screens when the failure is caused by abuse or is otherwise excluded herein;

17. intentional damage that results in a cracked or damaged computer display screen or damaged monitor;

18. damage due to police action, undeclared or declared war, nuclear incident, or terrorism;

19. alteration or modication of the covered Product in any way;

20. unexplained or mysterious disappearance and any wilful act to cause damage to the covered Product;

21. losses or damage due to, or related to, a biological or chemical event(s);

22. losses or damage caused by Your illegal acts;

23. any losses or damages due to the order of any government, public authority, or customs ocial; and

24. reckless, negligent, or abusive conduct while handling or using the Product. If protective items such as covers, carrying cases or pouches,
etc., were provided or made available for use with the covered Product, the customer must continually use these product accessories to
be eligible for protection under this AD Coverage. Reckless, negligent, or abusive conduct includes, but is not limited to, the treatment

and use of the covered Product(s) in a harmful, injurious, or oensive manner that may result in its damage and any wilful or intentional
damage to the Product. Any damage resulting from such acts are NOT covered.

25. any loss, damage or injury, or other contingency which is in any way due to:

a. War, invasion, act of foreign enemy, hostilities or warlike operations (whether war be declared or not), civil war; and

b. Civil commotion assuming the proportions of or amounting to a popular uprising, military rising, mutiny, insurrection, rebellion,
revolution, military or usurped power, martial law or state of siege or any of the events or causes which determine the proclamation
or maintenance of martial law or state of siege or any act of any person acting on behalf of or in connection with any organisation

with activities directed towards the overthrow by force of the government de jure or de facto or to the inuencing of it by terrorism

or violence.

26. any legal liability of whatsoever nature directly or indirectly caused by or contributed to by or arising from ionising radiations or
contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel. Solely for the

purpose of this exclusion, combustion shall include any self-sustaining process of nuclear ssion; and

27. any accident, loss, destruction, damage or legal liability directly or indirectly caused by or contributed to by or arising from nuclear
weapons material.

28. any loss (whether temporary or permanent) of Your property or any part thereof by reason of conscation, requisition, detention or legal
or illegal occupation of such property or any premises, vehicle or thing containing the same by any government authorities.

29. any loss, damage or other contingency happening during the existence of a state of emergency as declared by the local authorities
(whether physical or otherwise) which is occasioned by or through or in consequence directly or indirectly of any of the said occurrences

except to the extent that You shall prove that such loss, damage or other contingency happened independently of the existence of the

state of emergency as declared by the local authorities.

30. any loss, damage, cost or expense or consequential to the loss however caused by, contributed by, resulting from or in connection with:

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a. any act of terrorism, notwithstanding any provision to the contrary within this Policy or any endorsement thereto; and

b. any action taken in controlling, preventing, suppressing or in any way relating to any act of terrorism.

Where We decline any claim on this ground, You have the burden to show to the contrary that the exclusion(s) do not apply.

Cancellation

Cancellation by You

You may cancel this AD Coverage at any time by advising HP in writing:
Email: [e-mail]

HP on behalf of AIG will respond to You within seven (7) days of receiving Your request. If the AD Coverage is cancelled after the Cooling O

Period, We will retain the proportionate premium for the time that Cover has been provided. Please note cancellation of the AD Cover will
automatically result in termination of the HP Care Pack Services.

Cancellation by Us

We may cancel this AD Coverage by giving You notice for reasons including:

(i) failure to comply with the conditions of this AD Coverage;

(ii) misrepresentation prior to obtaining this AD Coverage;

(iii) non-payment of premium.

If We cancel Your cover We will retain the proportionate premium for the time that cover has been provided.

If Your cover is cancelled by You or Us after the Cooling O Period, We will not refund Your premium if You have already made a claim. All

refunds for cancellations are calculated on a pro-rata basis. If we cancel the AD Coverage, the HP Care Pack Services will also terminate.

Costs

Premiums

You are the beneciary under the Master Policy and the cost of the AD Coverage ranges from 20% to 60% of the cost of the HP Care Pack

Services and is dependent on the actual cost of the product

How to make a claim

You have the responsibility to report any accidental damage to HP within 30 days of the incident date so that HP can expedite repair. HP on

behalf of AIG reserves the right to deny repair under this AD Cover for damages which has been reported more than 30 days after the incident
date. If protective items such as covers, carrying cases or pouches, etc., were provided or made available for use with the covered product, it is
Your responsibility to continually use these product accessories for protection against damage to the covered product.

When You make a claim, You may be required to provide an explanation of where and when the accident occurred with a detailed description

of the actual event.

You can make a claim by contacting HP at:

Telephone: 131 047

Cooling o period

Once Your AD Coverage has commenced You have a 15 day cooling o period within which You may cancel the AD Coverage. To cancel Your AD
Coverage during the cooling o period, please send HP Your written request to cancel Your AD Coverage. You will receive a full refund less the
value of any claims. No refund will be made if You have made a claim during the cooling o period. Cancellation within the cooling o period

will automatically result in termination of the HP Care Pack Services.

The Code of Practice

AIG Limited is signatory to the General Insurance Code of Practice (“Code”). The Code sets out the minimum standards of service that can be

expected from the insurance industry and requires insurers to be open, fair and honest in their dealings with customers.

We are committed to adhering to the objectives of the Code and to uphold these minimum standards when providing services covered by this
Code. The Code objectives will be followed having regards to the law and acknowledging that a contract of insurance is a contract based on
the utmost good faith.

For more information on the Code, please visit codeofpractice.com.au

Your Duty of Disclosure

Before you enter into an insurance contract, you have a duty of disclosure under the Insurance Contracts Act 1984.If we ask you questions
that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the
circumstances would include in answering the questions.You have this duty until we agree to insure you.

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If you do not tell us something

If you do not tell us anything you are required to tell us, we may cancel your contract or reduce the amount we will pay you if you make a
claim, or both.

If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Privacy consent and disclosure

This notice sets out how AIG collects, uses and discloses personal information about:

• You, if an individual; and

• other individuals You provide information about.

Further information about our Privacy Policy is available at www.aig.com.au or by contacting Us at [e-mail] or on
1300 030 886.

How We collect Your personal information

AIG usually collects personal information from You or Your agents.

AIG may also collect personal information from:

• Our agents and service providers;

• other insurers;

• people who are involved in a claim or assist Us in investigating or processing claims, including third parties claiming under Your AD
Coverage, witnesses and medical practitioners;

• third parties who may be arranging insurance cover for a group that You are a part of;

• providers of marketing lists and industry databases; and

• publicly available sources.

Why We collect Your personal information

AIG collects information necessary to:

• underwrite and administer Your insurance cover;

• maintain and improve customer service; and

• advise You of Our and other products and services that may interest You.

• improve customer service and products and carry out research and analysis, including data analytics

You have a legal obligation under the Insurance Contracts Act 1984 to disclose certain information. Failure to disclose information required
may result in AIG declining cover, cancelling your insurance cover or reducing the level of cover, or declining claims

To whom We disclose Your personal information

In the course of underwriting and administering Your AD Coverage We may disclose Your information to:

• your or our agents entities to which AIG is related, reinsurers, contractors or third party providers providing services related to the
administration of Your AD Coverage (including HP);

• banks and nancial institutions for policy payments;

• your or our agents assessors, third party administrators, emergency providers, retailers, medical providers, travel carriers, in the event
of a claim;

• other entities to enable them to oer their products or services to You; and

• government, law enforcement, dispute resolution, statutory or regulatory bodies, or as required by law;

• entities to which AIG is related and third party providers for data analytics functions.

AIG is likely to disclose information to some of these entities located overseas, including in the following countries: United States of America,

United Kingdom, Singapore, Malaysia, the Philippines, India, Hong Kong, New Zealand, Canada, Bermuda, Ireland, Belgium, the Netherlands,
Germany, France, Singapore and Hong Kong as well as any country in which You have a claim and such other countries as may be notied in

Our Privacy Policy from time to time.

You may request not to receive direct marketing communications from AIG.

Access to Your personal information

Our Privacy Policy contains information about how You may access and seek correction of personal information We hold about You. In
summary, You may gain access to Your personal information by submitting a written request to AIG. In some circumstances permitted under
the Privacy Act 1988 (Cth), AIG may not permit access to Your personal information. Circumstances where access may be denied include
where it would have an unreasonable impact on the privacy of other individuals, or where it would be unlawful.

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Complaints

Our Privacy Policy also contains information about how You may complain about a breach of the applicable privacy principles and how We will
deal with such a complaint.

Consent Acknowledgment

Your application for the AD Coverage may include a consent that You, and any other individuals You provide information about, consent to the
collection, use and disclosure of personal information as set out in this notice.

Financial Claims Scheme

The protection provided under the Federal Government’s Financial Claims Scheme (the “Scheme”) applies to this Insurance. In the unlikely
event that we are unable to meet our obligations under this insurance, as a person entitled to make a claim under this insurance cover, you
may be entitled to payment under the Scheme (access to the Scheme is subject to eligibility criteria). Information about the Scheme can be
obtained from the APRA website at fcs.gov.au.

Dispute resolution

What should You do if You have a complaint?

HP and AIG are committed to handling any complaints about our products or services eciently and fairly. If You have a complaint, please
contact HP in the rst instances:

1. Contact HP on its dedicated complaints line – and/or in writing to:

1800 625 236 or [phone] 8:30am – 5:30pm AEST Mon. - Fri. (excluding Public Holidays)

In writing to:

Compliments and Complaints Ocer, HP PPS Australia Pty Ltd
Rhodes Corporate Park, Lvl 5, Bldg F
1 Homebush Bay Drive

Rhodes NSW 2138

Australia

If your complaint relates to AD Cover, HP will refer the complaint to AIG’s Head of Compliance to assist.

Alternatively if the complaint relates to AD Cover, you may also contact us directly on our dedicated complaints line 1800 339 669, and or in
writing to:

The Compliance Manager

AIG Australia Limited

Level 12, 717 Bourke Street

Docklands VIC 3008 Australia

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response to your
complaint within 15 working days, unless we agree a longer time-frame with you.

What should you do if you are not happy with our response to your complaint?

If you are not satised with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution
Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to

decide on matters brought to the Committee.

If you wish to have your complaint reviewed by this Committee, please telephone or write to the person who has signed the response letter
to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in
reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee
by contacting:

The Chairperson IDRC
AIG Australia Limited
Level 12, 717 Bourke Street
Docklands VIC 3008

Australia

A written response setting out the nal decision of the Committee and the reasons for this decision will be provided to you within 15 working

days of the date you advise us you wish to take your complaint to IDRC.

If we are unable to provide a written response setting out the nal decision, we will keep you informed of progress at least every 10 days.

If you are not satised with the nding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you
may be able to take your matter to an independent dispute resolution body, the Financial Ombudsman Service (“FOS”). This external dispute

resolution body can make decisions with which AIG are obliged to comply. Contact details are:

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Financial Ombudsman Service

GPO Box 3

Melbourne, VIC 3001

Tel: [phone] (local call fee applies)

Email: [e-mail]

Internet: fos.org.au

You should note that use of the FOS scheme does not preclude you from subsequently exercising any legal rights, which you may have if you

are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

If your complaint does not fall within the Financial Ombudsman Service’s terms of reference, we will advise you to seek independent legal

advice or give you information about any other external dispute resolution options (if any) that may be available to you.

Changes to this PDS

The information in this document is current as at the date of this PDS. We may change some of the information in the PDS that is not
materially adverse from time to time without needing to notify You. You may review the current version of the PDS at any time by visiting the
HP website at www.hp.com.au/carepack/pds.

Should You require it, We will provide You with a paper version of this PDS free of charge upon receipt of such request. If it becomes
necessary, We will issue a supplementary or replacement PDS.

Denitions

Accidental Damage means 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.

AD Coverage means the accidental damage cover that commences immediately upon Your acceptance of the AD Coverage and
payment of the premium.

HP means HP PPS Australia Pty Ltd ABN 16 603 480 628.

Master Policy means the group insurance policy issued to HP by Us.

Product means eligible HP or Compaq branded hardware products and HP supported and supplied internal components such

as memory and DVD-ROM drives, as well as attached HP or Compaq branded accessories purchased together with the main
product, such as mouse, keyboard, docking station and AC power adapter.

Year of Cover means each of the one year periods of cover within the three, four or ve year period of your AD Cover.

You, Your means the person who has obtained the benet of the AD Coverage and is a beneciary of the Master Policy.

We, Us, Our means AIG Australia Limited ABN 93 004 727 753 AFSL 381686

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