Data Sheet

4
Specications (optional)
Table 2. Optional service features
Feature Delivery specications
Accidental damage
protection
For eligible products, specic service levels may be oered with
protection against accidental damage from handling. Where accidental
damage protection applies, the Customer receives protection against
accidental damage from handling to the covered hardware product as
part of this service.
Accidental damage is dened 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 service feature are detailed in the ‘Service limitations’ section.
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.
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 eorts to return the covered hardware to
operating condition within the specied 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 dened in the ‘General provisions/
Other exclusions’ section.
Call-to-repair time refers to the period of time that begins when the initial
call has been received and acknowledged by HP, as specied in the ‘General
provisions/Other exclusions’ section. 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 specied
in the Service-level options table. All call-to-repair times are subject to
local availability. Contact a local HP sales oice for more information.
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced.
HP is not liable for any lost data, and the Customer is responsible for
implementing appropriate backup procedures. Verication by HP may
be accomplished by the completion of a power-on self-test, standalone
diagnostic, or visual verication of proper operation. At its sole discretion,
HP will determine the level of testing necessary to verify that the hardware
is repaired. At its sole discretion, 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. 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 eect. 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.
Data sheet | HP Hardware Support Onsite Service