HP Hardware Support Onsite Service - datasheet - UK

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Once the specied limit is reached, the cost of repair for any additional claims will be charged
on a time-and-materials basis, but all other aspects of the HP Care Pack service purchased
will remain in eect unless specically documented otherwise in the country of purchase.
For those Customers with a history of signicantly high claims, HP also reserves the right to
deny acceptance of requests to purchase the accidental damage from handling service feature.
Limitations to the defective media retention service feature option
The defective media retention service feature option applies only to eligible data retentive
components replaced by HP due to malfunction. They do 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 have
reached the maximum supported lifetime and/or the maximum usage limit as set forth in
the manufacturer’s operating manual, the product QuickSpecs, or the technical data sheet
are not covered by this service.
Defective media retention service coverage for options designated by HP as requiring
separate coverage, if available, must be congured and purchased separately.
Failure rates on these components are constantly monitored, and HP reserves the right
to cancel this service with 30 days’ notice if HP reasonably believes that the Customer is
overusing the defective media retention service feature option (such as when replacement
of defective data retentive components materially exceeds the standard failure rates for the
system involved).
Exclusions to the maintenance kit replacement
service feature
Excluded from the maintenance kit replacement optional service feature are activities such
as, but not limited to, the following:
• Any repair beyond the replacement of the maintenance kit; should the Customer’s printer
need any additional part replacements, there will be a separate charge for this service.
• Maintenance kits for HP printers can only be replaced by authorised HP technicians.
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.
Hardware support onsite response time and call-to-repair time commitment may dier
depending on incident severity. The Customer determines the incident severity level.
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
Data sheet | HP Hardware Support Onsite Service