Data Sheet

5
Enhanced parts
inventory
management
To support HP call-to-repair time commitments, an inventory of
critical replacement parts is maintained for call-to-repair Customers.
This inventory is stored at an HP designated facility. These parts are
managed to allow for increased inventory availability and are accessible
to HP authorised representatives responding to eligible support requests.
Enhanced parts inventory management is included with select, optional
call-to-repair time commitments.
Desktop-/
workstation-/
thin client-/
notebook-only
coverage
For eligible PC products, the Customer may choose desktop-/workstation-/
thin client-/notebook-only coverage. Notwithstanding anything to the
contrary in this document or HP’s current standard sales terms, 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.
Maintenance kit
replacement
An HP trained technician travels to the Customer’s site and provides all
labour, parts, and materials necessary to replace the maintenance kit and
clean the printer. HP may use remanufactured parts that are equivalent
to new in performance; replaced parts become the property of HP.
The repair commitment is complete on the Customer’s printer when
the technician replaces the maintenance kit and successfully prints a
test page. Note: the printer must be operating properly before the kit
can be installed (see the ‘Service limitations’ section).
Specications
Table 3. Service-level options
Option Delivery specications
Standard response
time, standard
business hours (9x5)
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday, excluding HP holidays.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance services within a locally
dened onsite response time after the service request has been received
and acknowledged by HP. Locally dened onsite response times can vary
from several business days up to several weeks 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
dened onsite response time. For information on the standard onsite
response time that applies to a specic country or geographic region, please
contact a local HP sales oice.
Third-day response,
standard business
hours (9x5)
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday, excluding HP holidays.
An HP authorised 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,
standard business
hours (9x5)*
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local
time, Monday through Friday, excluding HP holidays.
An HP authorised representative will arrive at the Customer’s site during the
coverage window to begin hardware maintenance service the next business
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.
Except in certain African, Eastern European and Middle Eastern Countries
where onsite response time can vary from several business days up to
several weeks and are dependent on local service delivery capabilities.
For information about standard onsite response time applicable to
specic countries please contact a HP local sales oice or HP authorised
representative
Data sheet | HP Hardware Support Onsite Service
*Next business day onsite response time is not
available in all countries.