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 dierent
coverage windows
• Service-level options with dierent 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 specications 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 predened service-level options featuring
several onsite response or call-to-repair time and coverage window combinations in various
durations to address your specic 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 specied 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.
Specications
Table 1. Service features
Feature Delivery specications
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
modied (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 modied (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
modied (including a consumer guarantee under the Australian
Consumer Law), repair is considered complete upon HP verication
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 dened 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 dened 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 specied 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 species 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 specied
in the Service-level options table.
All coverage windows are subject to local availability. Contact a local
HP sales oce 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 eorts to respond
onsite within the specied onsite response time.
Onsite response time species 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
specied in the Service-level options table. All response times are
subject to local availability. Contact a local HP sales oce 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 notications, 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-qualication
process that routes the support or service request to the
resource qualied 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 oer 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
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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 ecient
troubleshooting and faster problem resolution.
Specications (optional)
Table 2. Optional service features
Feature Delivery specications
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 specied 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 beneciary 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 dened 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 Specications 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 oers 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.
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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 eorts to return the
covered hardware to operating condition within the specied 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 dened 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 specied 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
specied in the Service-level options table. Contact a local HP sales
oce for more information.
Save for any condition, warranty, guarantee, right or remedy the
Customer may have at law which cannot be excluded, limited or
modied (including a consumer guarantee under the Australian
Consumer Law), repair is considered complete upon HP verication
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.
Verication by HP may be accomplished by the completion of a
power-on self-test, standalone diagnostic or visual verication 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 eect. 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 modied (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 modied (including a consumer
guarantee under the Australian Consumer Law).
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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.
Specications
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 specications
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 dened onsite response time after the
service request has been received and acknowledged by HP. Locally
dened 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 dened onsite response time.
For information on the standard onsite response time that applies
to a specic country or geographic region, please contact a local HP
sales oce.
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.
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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 eorts 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 eorts 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
modied (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 modied (including
a consumer guarantee under the Australian Consumer Law), not all components will have
available replacements in all countries due to local support capabilities.
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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, specications, 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 aect 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 specied 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 aect 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 congured 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,
specications, and exclusions.
Upon HP request, the Customer will be required to support HP’s remote problem resolution
eorts. 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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