Datasheet

Data sheet | HP Hardware Support Onsite Return Services
2
Feature Delivery specications
(if onsite oering is included in coverage) or should be returned to the HP
repair depot for service. Onsite repairs may occasionally necessitate the
Service Provider to bring the unit back to their shop for repairs.
Work to completion may not apply to onsite support provided for desktop,
mobile, and consumer products.
Repair is considered complete upon HP verication that the hardware
malfunction has been corrected or that the hardware has been replaced.
‘Fix-on-Failure’: In addition, at the time of onsite technical support delivery,
HP may:
• Install available engineering improvements to help the Customer ensure
proper operation of the hardware products and maintain compatibility with
HP-supplied hardware replacement parts.
• Install available rmware updates dened by HP as non-customer-
installable that, in the opinion of HP, are required to return the Covered
Product to operating condition or to maintain supportability by HP and for
which the Customer has the required license to use, if applicable.
‘Fix-on-Request’: In addition, at the Customer’s request, HP will install during
coverage hours critical rmware updates dened by HP as non-customer-
installable and for which the Customer has the required license to use, if
applicable. Critical rmware updates are rmware updates recommended by
the HP product division for immediate installation.
Notwithstanding anything to the contrary in this document or HP’s current
standard sales terms, HP will, for select enterprise storage arrays and enterprise
tape products, cover and replace defective or depleted batteries that are critical
to the proper operation of the Covered Product.
Replacement parts and
materials
HP will provide HP-supported replacement parts and materials necessary
to maintain the Covered Product in operating condition, including parts
and materials for available and recommended engineering improvements.
Replacement parts provided by HP shall be new or functionally equivalent to
new in performance.
Replaced parts become the property of HP. Customers who wish to retain,
degauss, or otherwise physically destroy replaced parts will be billed
and required to pay the list price less any applicable discounts for the
replacement part.
Supplies and consumable parts are not supported and will not be provided as
part of this service; standard warranty terms and conditions apply to supplies
and consumable parts.
Maximum supported lifetime/maximum usage:
Parts and components that have exceeded their maximum supported lifetime
and/or the maximum usage limitations as set forth in the manufacturer’s
operating manual, product QuickSpecs, or the technical product data sheet
will not be provided, repaired, or replaced as part of this service.
Coverage window The coverage window species the time during which the described services
are delivered onsite or remotely.
Calls received outside this coverage window will be logged at the time the
call is placed to HP, but will not be acknowledged as described in ‘General
provisions’ until the next day for which the Customer has a coverage window.
Coverage window options available for eligible products are specied in the
Service-level options table.
All coverage windows are subject to local availability. Contact a local HP sales
oice for detailed information on service availability.
Onsite response time for
hardware support
For incidents with Covered Products that cannot be resolved remotely, HP will
use commercially reasonable eorts to respond onsite within the specied
onsite response time.
Onsite response time species the period of time that begins when the
initial call has been received and acknowledged by HP, as described in
‘General provisions.’ The onsite response time ends when the HP authorized
representative arrives at the Customer’s site, or when the reported event is
closed with explanation that HP has determined it does not currently require
an onsite intervention.
Response times are measured during the coverage window only and may
be carried over to the next day for which there exists a coverage window.
Response time options available for eligible products are specied in the
Service-level options table. All response times are subject to local availability.
Contact a local HP sales oice for detailed information on service availability.