Leaflet

HP Technology Services are governed by the HP Single Order Terms for Support or the HP Care Pack
Support Service Agreement, or applicable HP Customer Agreement, or Customer's purchase agreement
with HP.
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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, other
parts classified as Customer Self Repair parts, or an entire replacement product. HP will determine the
appropriate delivery method required to provide effective and timely Customer support.
An onsite response time will not apply if the service can be delivered using remote diagnosis, remote
support, or other service delivery methods described above.
Activities such as, but not limited to, the following are excluded from this service:
•
Backup, recovery, and support of the operating system, other software, and data
•
Operational testing of applications, or additional tests requested or required by the Customer
•
Troubleshooting for interconnectivity or compatibility problems
•
Support for network-related problems
•
Services required due to failure of the Customer to incorporate any system fix, repair, patch, or
modification provided to the Customer by HP
•
Services required due to failure of the Customer to take avoidance action previously advised by HP
Exclusions to the accidental damage protection service feature option
Accidental damage protection does not cover the following:
•
Damage caused by failure to adhere to manufacturer's recommended maintenance or operating
specifications
•
Damage due to war or nuclear incident, terrorism, vehicle accident, or act of God, unauthorized
attempts to repair the product, or use of damaged or defective media
•
Data loss or corruption; business interruptions; obsolescence; cosmetic damage; rust; change in color,
texture, or finish; wear and tear; gradual deterioration
•
Error in product design, construction, programming, or instructions
•
Fraud, theft, unexplained or mysterious disappearance, misuse, abuse, or willful act
•
Alteration or modification of the product in any way
For HP business notebook products, HP does not limit the number of qualified claims for the duration of
the Care Pack agreement; for all other products, major parts replacement is limited to one major part
per product per 12-month period commencing from the Care Pack start date.
For accidental damage protection coverage, major parts include but are not limited to the screen (LCD),
DVD/CD-ROM drive, motherboard, processor, hard disk drive, and memory. Once the specified limit is
reached, the cost of repair for a major part will be charged on a time-and-materials basis.
HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE CONTENTS OF OR THE
DESTRUCTION OF ANY DISK DRIVE RETAINED BY THE CUSTOMER. NOTWITHSTANDING
ANYTHING IN THE HP SINGLE ORDER TERMS FOR SUPPORT OR THE TECHNICAL DATA SHEET TO
THE CONTRARY, IN NO EVENT WILL HP OR ITS AFFILIATES, SUBCONTRACTORS, OR SUPPLIERS BE
LIABLE FOR ANY INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES OR DAMAGES FOR
LOSS OF OR MISUSE OF DATA UNDER THIS DEFECTIVE MEDIA RETENTION SERVICE.