When time is money, you can't wait for your device to be repaired next week – or even the next day. You need quick access to remote technical assistance — and if required, 4-Hour Onsite Service 1. This service is available 9 hours per day during standard local business hours, and the standard local work week, excluding HP holidays.

Features

4-Hour Onsite Hardware Support provides remote assistance and 4-hour onsite response 1 for your covered hardware, helping you to improve product uptime.

Specifications

• Care Pack type

  Electronic

• Coverage period (month)

  36

• UNSPSC code

  81111812

Coverage:

HP Hardware Support Onsite Service provides coverage for HP or Compaq branded hardware products and all HP-supplied internal components (such as HP Jetdirect cards, memory, and CD-ROMs), as well as attached HP or Compaq branded accessories purchased together with the main product, such as mouse, keyboard, docking station, and external monitors of 22'' or less.

For some servers and storage products, CPUs, disks, and other major internal and external components will be covered if support has been configured accordingly and they are listed in the contract's equipment list (if applicable).

For HP Care Pack Services with ''desktop/workstation/thin client/notebook-only'' coverage, external monitors and docking stations will not be covered under the service.

Coverage for eligible multivendor systems includes all standard vendor-supplied internal components and the external monitor, keyboard, and mouse.

Consumable items including, but not limited to, batteries and Tablet PC pens, maintenance kits, and other supplies, as well as user maintenance and non-HP devices, are not covered by this service.

For components that are discontinued, an upgrade path may be required. HP will work with the Customer to recommend a replacement. Not all components will be covered in all countries due to local support capabilities.

For ProLiant servers and storage systems, this service covers HP branded hardware options qualified for the server, purchased at the same time or afterward, internal to the enclosure, as well as 22" and smaller external monitors and tower UPS options up to 3kVA; these items will be covered at the same service level and for the same coverage period as the server. Coverage of UPS battery is not included; standard warranty terms and conditions apply.

For servers or storage systems installed within a rack, service also covers all HP qualified rack options installed within the same rack.

HP Care Pack Services for the HP BladeSystem enclosure include coverage for its patch panels, HP supported Ethernet interconnects, power enclosure with power supplies, and power distribution.

Customer responsibilities

If applicable, the Customer must register the covered hardware and HP Care Pack immediately, using the registration instructions within each package or e-mail document or as otherwise directed by HP.

At the sole discretion of HP, service levels with an onsite response time of 4 hours may require installation of remote connectivity tools and equipment. If remote support is available and required on the covered product, the Customer must provide and allow HP remote access in order to receive an onsite response time of 4 hours.

The Customer will be required, upon HP request, to support HP's remote problem resolution efforts. 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 firmware 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 firmware 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.

• The Customer is responsible for registering to use HP's electronic facility in order to gain access to restricted product information and to receive proactive notification or other services available to the Customer.

• With defective media retention service option, it is the Customer's responsibility to:

• Retain physical control of Disk Drives at all times during support delivery by HP; HP is not responsible for data contained on Disk Drives

• Ensure that any Customer sensitive data on the retained Disk Drive is destroyed or remains secure

• Have an authorized representative present to retain defective Disk Drives, accept replacement Disk Drives, provide HP with identification information for each Disk Drive retained hereunder, and upon HP request, execute a document provided by HP acknowledging the retention of the Disk Drives

• Destroy the retained Disk Drive and/or ensure that the Disk Drive is not put into use again

• Dispose of all retained Disk Drives in compliance with applicable environmental laws and regulations