HP Next Business Day Hardware Support for Travellers
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HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Customer responsibilities
In cases where the Customer does not act upon the Customer responsibilities as stated below, HP or an HP
authorized service provider will not be obligated to deliver the services as described.
If applicable, the Customer or HP authorized representative must register the hardware product to be supported
within ten days of purchasing this service, using the registration instructions within each package, an e-mail
document, or another method as directed by HP. In the event a covered product changes location permanently,
registration (or a proper adjustment to existing HP registration) must occur within ten days of the change.
Upon HP request, the Customer will be required to support HP’s remote problem resolution eorts. The Customer
will:
• Run any applicable customer-executable diagnostics prior to notifying HP of a malfunction in the hardware
product
• Promptly notify HP of a malfunction in the hardware product
• Provide the serial number of the covered product
• Provide the local address and phone number
• Be present for the onsite service engineer or to receive the courier delivery of the parts
• Allow HP full and unrestricted access to all locations where the service is to be performed
• Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to
determine the level of support eligibility
• Start self-tests and install and run other diagnostic tools and programs
• Install customer-installable rmware updates and patches
• Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
The Customer is responsible for installing, in a timely manner, critical customer-installable rmware updates, as
well as Customer Self Repair parts and replacement products delivered to the Customer.
In cases where Customer Self Repair parts are shipped to resolve a problem, the Customer is responsible for
returning the defective part within a time period designated by HP. In the event HP does not receive the defective
part within the designated time period or if the part is physically damaged upon receipt, the Customer will be
required to pay a fee for the defective part, as determined by HP.
With the Defective Media Retention service feature option, it is the Customer’s responsibility to:
• Retain physical control of Disk or SSD/Flash Drives at all times during support delivery by HP; HP is not
responsible for data contained on Disk or SSD/Flash Drives
• Ensure that any Customer sensitive data on the retained Disk or SSD/Flash Drive is destroyed or remains secure
• Have an authorized representative present to retain defective Disk or SSD/Flash Drives, accept replacement
Disk or SSD/Flash Drives, provide HP with identication information for each Disk or SSD/Flash Drive retained
hereunder, and, upon HP request, execute a document provided by HP acknowledging the retention of the Disk
or SSD/Flash Drives
• Destroy the retained Disk or SSD/Flash Drive and/or ensure that the Disk or SSD/Flash Drive is not put into use
again
• Dispose of all retained Disk or SSD/Flash Drives in compliance with applicable environmental laws and
regulations
For Disk or SSD/Flash Drives supplied by HP to the Customer as loaner, rental or lease products the Customer will
promptly return the replacement Disk or SSD/Flash Drives 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 Disk or SSD/Flash Drive to HP and HP shall not be responsible for maintaining the condentiality or privacy
of any sensitive data that remains on such Disk or SSD/Flash Drive.