Datasheet

Data sheet | HP Hardware Support Onsite Return Services
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HP reserves the right to physically audit your product and/or collaborate with the Customer to
validate a claim submitted for accidental damage from handling.
HP may, at its sole discretion, elect to replace HP products in lieu of repairing them. The Covered
Product becomes the property of HP and must be returned to HP (or HP designee) at HP expense.
HP reserves the right to replace the product with a remanufactured or refurbished product.
Technological advances may result in a replacement product with a lower selling price than the
original product.
HP reserves the right to deny acceptance of requests to purchase the accidental damage from
handling service feature at its sole discretion.
Limitations to the defective media retention service
feature option
The defective media retention service feature option applies only to Disk or eligible SSD/ Flash
Drives replaced by HP due to malfunction. It does not apply to any exchange of Disk or SSD/Flash
Drives that have not failed.
SSD/Flash Drives that are specied by HP as consumable parts and/or that have exceeded the
maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer’s
operating manual, the product QuickSpecs, or the technical data sheet are not eligible for the
defective media retention service feature option.
Defective media retention service coverage for options designated by HP as requiring separate
coverage, if available, must be congured and purchased separately.
Failure rates on Disk or SSD/Flash Drives are constantly monitored and HP reserves the right to
cancel this service with 30 days’ notice if HP reasonably believes that the Customer is overusing
the defective media retention service feature option (such as when replacement of defective Disk
or SSD/Flash Drives materially exceeds the standard failure rates for the system involved).
HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE CONTENTS OF
OR THE DESTRUCTION OF ANY DISK OR SSD/FLASH DRIVE RETAINED BY THE CUSTOMER.
NOTWITHSTANDING ANYTHING IN HP’S CURRENT STANDARD SALES TERMS 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.
General provisions / Other exclusions
HP will acknowledge a call by logging a case, communicating the case ID to the Customer, and
conrming the Customer’s incident severity and time requirements for commencement of
remedial action. Note: For events received via the HP electronic remote support solutions, HP is
required to contact the Customer, determine the incident severity with the Customer, and arrange
access to the system before the hardware call-to-repair time or hardware onsite response time
period can start.
Incident severity is dened as:
• Severity 1—Critical Down: for example, production environment down: production system
or production application down/at severe risk; data corruption/loss or risk; business severely
aected; safety issues.
• Severity 2—Critically Degraded: for example, production environment severely impaired;
production system or production application interrupted/compromised; risk of recurrence;
signicant impact on business.
• Severity 3—Normal: for example, non-production system (e.g., test system) down or
degraded; production system or production application degraded with workaround in place;
non-critical functionality lost; limited impact on the business.
• Severity 4—Low: for example, no business or user impact.