HP Hardware Support Onsite Service - datasheet - UK

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For HP Care Pack services that include the accidental damage from handling service feature,
it is the Customer’s responsibility to report the accidental damage to HP within 30 days of
the incident date so that HP can expedite system repair. HP reserves the right to deny repair
under this coverage program for damages to systems on which the incident 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 the
Customer’s responsibility to continually use these product accessories for protection against
damage to the covered product.
The Customer is responsible for the security of the Customer’s proprietary and condential
information. The Customer is responsible for properly sanitising 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. For more information on Customer responsibilities,
including those outlined in the HP Media Sanitisation 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
service feature options, it is the Customer’s responsibility to:
• Retain covered data retentive components that are replaced during support delivery by HP
• Ensure that any Customer sensitive data on the retained component is destroyed or
remains secure
• Have an authorised representative present to retain the defective data retentive
component, accept the replacement component, provide HP with identication information
such as the serial number for each 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.
Service limitations
At the discretion of HP, 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 CSR
parts, or an entire replacement product. HP will determine the appropriate delivery method
required to provide eective and timely Customer support and meet the call-to-repair time
commitment, if applicable.
If the Customer agrees to the recommended CSR and a CSR part is provided to return
the system to operating condition, the onsite service level shall not apply. In those cases,
it is HP’s practice to express ship CSR parts that are critical to the product operation to
the Customer location. For more details on the CSR 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 earlier.
For HP 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 CSR or
installation by the technical courier delivering the part or product.
Data sheet | HP Hardware Support Onsite Service