Datasheet

This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
8
Travel zones
All hardware onsite response times apply only to sites located within 25 miles (40 km) of an HP-designated support hub. Travel to sites located
within 200 miles (320 km) of an HP-designated support hub is provided at no additional charge. If the site is located more than 200 miles (320
km) from the HP-designated support hub, there will be an additional travel charge. Travel zones and charges may vary in some geographic
locations. Response times to sites located more than 100 miles (160 km) from an HP-designated support hub will be modified for extended
travel, as shown in the table that follows.
Travel zones and charges, if applicable, may vary in some geographic locations.
Distance from HP-designated support hub 4-hour hardware onsite response time Next-day hardware onsite response time
0–50 miles (0–80 km) 4 hours Next coverage day
51–100 miles (81–160 km) 4 hours Next coverage day
101–200 miles (161–320 km) 8 hours 1 additional coverage day
201–300 miles (321–480 km) Established at time of order and subject to
availability
2 additional coverage days
More than 300 miles (480+ km) Established at time of order and subject to
availability
Established at time of order and subject to
availability
A hardware call-to-repair time is available for sites located within 50 miles (80 km) of an HP-designated support hub. Travel zones and charges
may vary in some geographic locations. The hardware call-to-repair time is not available for sites located more than 100 miles (160 km) from an
HP-designated support hub. For sites that are located from 51 to 100 miles (81 to 160 km) of an HP-designated support hub, an adjusted
hardware call-to-repair time applies, as shown in the table that follows.
Distance from HP-designated support hub 6-hour hardware call-to-repair time
0–50 miles (0–80 km) 6 hours
51–100 miles (81–160 km) 8 hours
More than 100 miles (160+ km) Not available
Prerequisites
HP, at its sole discretion, may require an audit on the covered products. If such an audit is required, an HP authorized representative will contact
the Customer, and the Customer will agree to arrange for an audit to be performed within the initial 30-day timeframe. During the audit, key
system configuration information is collected and an inventory of the covered products is performed. The information gathered in the audit
enables HP to plan and maintain replacement part inventories at the appropriate level and location, and allows HP to survey and troubleshoot
possible future hardware incidents so that repairs can be completed as quickly and efficiently as possible. At the sole discretion of HP, the audit
may be performed onsite, via remote system access, via remote audit tools, or over the phone.
If an audit is required by HP, it will take 30 days from the time this service is purchased to set up and perform the audits and processes that must
be completed before the hardware call-to-repair time can be put into effect. The hardware call-to-repair time will not take effect until five (5)
business days after the audit has been completed. Until such time, service for the covered hardware will be delivered at a 4-hour onsite response
time service level.
In addition, HP reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are
not followed or the audit is not performed within the specified timeframe, unless the delay is caused by HP.