HP Hardware Support Onsite Service - datasheet - UK

8
Customer responsibilities
If the Customer does not act upon the specied Customer responsibilities, at HP’s discretion,
HP or the HP authorised service provider will i) not be obligated to deliver the services as
described, or ii) perform such service at the Customer’s expense at the prevailing time and
material rates.
If required by HP, the Customer or HP authorised representative must activate the hardware
product to be supported within 10 days of purchase of this service, using the registration
instructions within the Care Pack or the email document provided by HP, or as otherwise
directed by HP. In the event that a covered product changes location, activation and registration
(or a proper adjustment to existing HP registration) is to occur within 10 days of the change.
The call-to-repair time commitment is subject to the Customer providing immediate and
unrestricted access to the system, as requested by HP. The call-to-repair time commitment
does not apply when system access, including physical, remote troubleshooting, and
hardware diagnostic assessments, is delayed or denied. If the Customer requests scheduled
service, the call-to-repair time period begins at the agreed-upon scheduled time.
For hardware onsite response time options HP strongly recommends and for hardware call-
to-repair time commitments, the Customer must install the appropriate HP remote support
solution, with a secure connection to HP, and provide all necessary resources according to
the HP remote support solution release notes, in order to enable the delivery of the service
and options. When an HP remote support solution is installed, the Customer must also
maintain the contact details congured in the remote support solution that HP will use in
responding to a device failure. Please contact a local HP representative for further details on
requirements, specications, and exclusions.
Upon HP request, the Customer will be required to support HP’s remote problem resolution
eorts. The Customer will:
• 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 CSR parts and replacement products delivered to the Customer.
The Customer agrees to pay additional charges if the Customer requests that HP install
customer-installable rmware updates or patches. Any additional charges to the Customer
will be on a time-and-materials basis, unless otherwise previously agreed in writing by HP
and the Customer.
In cases where CSR parts or replacement products are shipped to resolve a problem, the
Customer is responsible for returning the defective part or product within a time period
designated by HP. In the event that HP does not receive the defective part or product within
the designated time period or if the part or product is degaussed or otherwise physically
damaged upon receipt, the Customer will be required to pay the HP list price for the
defective part or product, as determined by HP.
Data sheet | HP Hardware Support Onsite Service