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 different coverage windows

•Service-level options with different 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 specifications 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 flexibility to choose between multiple predefined service-level options featuring several onsite response or call-to-repair time and coverage window combinations in various durations to address your specific 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 specified 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.

Specifications

Table 1. Service features

Feature	Deliveryspecifications
Remote problem	Once the Customer has placed and HP has acknowledged the receipt
diagnosis and support	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 firmware 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
	modified (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	For hardware incidents that cannot, in HP’s judgment, be resolved
support	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 modified (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
	HP.
	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
	modified (including a consumer guarantee under the Australian
	Consumer Law), repair is considered complete upon HP verification
	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 firmware updates defined by HP as non-
		customerinstallable 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 firmware updates defined by HP as
	non-customer- installable and for which the Customer has the
	required license to use, if applicable. Critical firmware updates are
	firmware updates recommended by the HP product division for
	immediate installation.
Replacement parts	HP will provide HP-supported replacement parts and materials
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 specified 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 specifies 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 specified
	in the Service-level options table.
	All coverage windows are subject to local availability. Contact a local
	HP sales office for detailed information on service availability.
Onsite response time	For incidents with covered hardware that cannot be resolved
for hardware support	remotely, HP will use commercially reasonable efforts to respond
	onsite within the specified onsite response time.
	Onsite response time specifies 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
	specified in the Service-level options table. All response times are
	subject to local availability. Contact a local HP sales office for detailed
	information on service availability.
Escalation	HP has established formal escalation procedures to facilitate the
management	resolution of complex incidents. Local HP management coordinates
	incident escalation, enlisting the skills of appropriate HP resources
	and/or selected third parties to assist with problem-solving.
Access to electronic	As part of this service, HP provides access to certain commercially
support information	available electronic and Web-based tools. The Customer has access
and services	to:
	•	Certain capabilities that are made available to registered
		users, such as downloading selected HP firmware or patches
		which may require additional entitlement through HP Software
		Support agreements, subscribing to hardware-related proactive
		service notifications, and participating in support forums
		for solving problems and sharing best practices with other
		registered users.
	•	Expanded Web-based searches of entitled technical support
		documents, to facilitate faster problem-solving.
	•	Certain HP proprietary service diagnostic tools with password
		access.
	•	A Web-based tool for submitting questions directly to HP. The
		tool helps to resolve problems quickly with a pre-qualification
		process that routes the support or service request to the
		resource qualified 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	For eligible products, the HP electronic remote support solution
support solution	provides robust troubleshooting and repair capabilities. It can include
	remote system access solutions and may offer a convenient central
	point of administration and an enterprise view of open incidents and
	history. 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 efficient troubleshooting and faster problem resolution.

Specifications(optional)

Table 2. Optional service features

Feature	Deliveryspecifications
Accidental damage	This Accidental damage protection coverage is provided to you
protection: (nil service	pursuant to a group insurance policy that HP has purchased from
fee)	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
	financial advice in respect of this Accidental damage protection. The
	covered hardware is specified in hp.com.au/carepack/
	Please also note that this section is subject to cooling off rights
	under the Corporations Act (2001) Cth. The details of such cooling off
	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 off rights) will automatically result in cancellation of the
	entire HP Care Pack Services found in this document.
	You are a beneficiary 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 defined as physical damage to a product
	caused by or resulting from a sudden and unforeseen incident,
	provided such damage occurs in the course of regular use.
	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	All of the Delivery Specifications listed in Accidental damage
Protection (AUD$55	protection (nil service fee per claim) above apply. Additional details
(plus GST) service fee	and exclusions pertaining to this accidental damage protection
per claim)	(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	For eligible products, this service feature option allows the Customer
retention	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	The One Time Battery Replacement Service offers onsite
Replacement	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 first.
Call-to-repair time	A call-to-repair time commitment may be selected for eligible
commitment for	products in lieu of an onsite response time. For critical incidents
hardware support	(severity 1 or 2) with covered hardware that cannot be resolved
	remotely, HP will use commercially reasonable efforts to return the
	covered hardware to operating condition within the specified 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 defined 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 specified 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
	specified in the Service-level options table. Contact a local HP sales
	office for more information.
	Save for any condition, warranty, guarantee, right or remedy the
	Customer may have at law which cannot be excluded, limited or
	modified (including a consumer guarantee under the Australian
	Consumer Law), repair is considered complete upon HP verification
	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.
	Verification by HP may be accomplished by the completion of a
	power-on self-test, standalone diagnostic or visual verification 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 effect. 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 modified (including a consumer
	guarantee under the Australian Consumer Law).
Enhanced parts	To support HP call-to-repair time commitments, an inventory of
inventory management	critical replacement parts is maintained for call-to-repair Customers.
(included with select,	This inventory is stored at an HP designated facility. These parts
optional call-to-repair	are managed to allow for increased inventory availability and are
time commitments)	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 modified (including a consumer
	guarantee under the Australian Consumer Law).

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Data sheet | HP Hardware Support Onsite Service

Desktop/workstation/	For eligible PC products, the Customer may choose desktop/
thin client/ notebook	workstation/ thin client/notebook-only coverage. Not withstanding
only coverage	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.

Specifications

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	Deliveryspecifications
Standard response	Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m.
time, standard	local time, Monday through Friday excluding public holidays in the
business hours (9x5)	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 defined onsite response time after the
	service request has been received and acknowledged by HP. Locally
	defined 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 defined onsite response time.
	For information on the standard onsite response time that applies
	to a specific country or geographic region, please contact a local HP
	sales office.
Third-day response,	Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m.
standard business	local time, Monday through Friday excluding public holidays in the
hours (9x5)	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,	Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m.
standard business	local time, Monday through Friday excluding public holidays in the
hours (9x5)	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,	Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m.
standard business	local time, Monday through Friday excluding public holidays in the
hours (9x5)	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,	Service is available 13 hours per day between 8:00 a.m. and 9:00
extended business	p.m. local time, Monday through Friday excluding public holidays in
hours (13x5)	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.
4-hour response,	Service is available 13 hours per day between 8:00 a.m. and 9:00
extended business	p.m. local time, Monday through Sunday including public holidays in
hours (13x7)	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.
4-hour response,	Service is available 24 hours per day, Monday through Sunday
24x7	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 efforts 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,	Service is available 24 hours per day, Monday through Sunday
24x7	including public holidays in the relevant Australian state or territory.
	For critical incidents with covered hardware, HP will use
	commercially reasonable efforts 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 HPor Compaq-branded hardware products and HPsupported and -supplied internal components such as memory and DVD-ROM drives, as well as attached HPor 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 modified (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 modified (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, specifications, 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 affect any right or remedy the Customer may have at law (including a consumer guarantee under the Australian Consumer Law). Installation of customer-installable firmware is the responsibility of the Customer and is not included in the service.

For Customers with licenses to firmware-based software products (features implemented in firmware activated by the purchase of a separate software license product) or licensed

firmware, the Customer must also have, if available, an active HP Software Support agreement to receive, download, install, and use related firmware updates. HP will provide, install, or assist the Customer with the installation of firmware 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 specified 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 affect 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 call- to-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 configured in the remote support solution that HP will use in responding to a device failure. Please contact a local HP representative for further details on requirements, specifications, and exclusions.

Upon HP request, the Customer will be required to support HP’s remote problem resolution efforts. 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 firmware 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 firmware updates, as well as Customer Self Repair parts and replacement products delivered to the Customer.

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