The Electronic HP Care Pack Services (e-Care Pack) capability allows you to order, receive, update, and activate a wide range of valuable HP Care Pack Services over the Internet. Administered through the HP Services Network (CSN), it is a fast and simple process that enables immediate registration and service activation.
HP Collaborative Support Service is designed for those who purchase HP hardware with HP and selected third party software products. HP Collaborative Support provides a first point of contact for your initial hardware and software support needs. HP brings the knowledge of its technical resources around the globe to help you to resolve your hardware and basic software support issues with a call to HP.
With HP Collaborative Support Service, you don't have to try and decide if you have a hardware or software issue. You can make the first call directly to HP, and the HP support professional will determine whether you have a hardware or software problem. If the reported incident is related to a selected third-party software product and cannot be resolved by applying known fixes, HP will contact the third-party vendor and create a problem incident on your behalf under your existing support agreement with the software vendor. HP will also provide the necessary problem documentation to help the vendor with quicker resolution of the problem. If the incident is with a covered HP hardware product, HP will provide technical hardware support, remotely or onsite, to resolve the reported issue.
24 x 7 coverage window with 2-hour remote response
Customers can call HP 24 hours per day, Monday through Sunday including HP holidays, to log a covered incident with HP. Once the customer has placed and HP has acknowledged the receipt of a call as described in 'general provisions', HP will respond to the call within two hours to start remote diagnosis and basic software support. This coverage window is subject to local availability.
Remote problem diagnosis and support
Once the customer has placed and HP has acknowledged the receipt of a call as described in 'general provisions' and the issue has been diagnosed to be with the hardware product, HP will work during the hardware support coverage window to isolate the hardware incident and to remotely troubleshoot, remedy, and resolve the incident with the customer. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote support solutions to access covered products, or HP may use other means available to facilitate remote incident resolution.
Onsite hardware support
For hardware incidents that cannot, in HP's judgment, be resolved remotely, an HP authorized representative will provide onsite technical support on covered hardware products to return them to operating condition. For certain ProLiant servers, HP may, at its sole discretion, elect to replace such products in lieu of repairing them. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HP.
Onsite response time for hardware support
For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite within the specified onsite response time. Onsite response time specifies 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.