HP Hardware Exchange and Software Support Care Pack Service combine popular hardware and software services that enable you to increase the availability of your IT infrastructure. HP technical resources work with your IT team to help you to resolve hardware and software problems. The HP Care Pack service is offered on HP networking products that have a limited lifetime warranty and HP visual collaboration products.
Software support provides access to the HP response centers. HP response center engineers work with your IT team to provide advice on software features and use, problem diagnosis and resolution, software defect identification, and access to patches. The service also provides electronic access to firmware update releases to help extend the lifecycle of your technology investment.
Hardware exchange offers a reliable and fast exchange service for eligible HP networking and HP visual collaboration products. Specifically targeted at products that can easily be shipped and on which you can easily restore data from backup files, HP Hardware Exchange and Software Support is a cost-efficient yet convenient alternative to onsite support.
Hardware exchange provides a replacement product or part to be delivered free of freight charges to your location within a specified period of time of logging a call with HP. Replacement products or parts are new or equivalent to new in performance.
Access to electronic support information and services
As part of this service, HP provides access to certain commercially available electronic and web-based tools. The customer has access to certain capabilities that are made available to registered users, such as downloading selected HP firmware, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users. Expanded web-based searches of technical support documents to facilitate faster problem solving and search of HP and third-party hosted knowledge databases for certain third-party products in order to retrieve product information, get answers to support questions, and participate in support forums; this service may be limited by third-party access restrictions.
HP has established formal escalation procedures to facilitate the resolution of complex problems. Local HP management coordinates problem escalation, enlisting the skills of appropriate HP resources and/or selected third parties to assist with problem-solving.
Problem analysis and resolution
HP provides corrective support to resolve identifiable and customer-reproducible software and hardware product problems. HP also provides support to help the customer identify problems that are difficult to reproduce. In addition, the customer receives assistance in troubleshooting problems and determining configuration parameters for supported configurations.
Access to technical resources
The customer can access HP technical resources via telephone, electronic communication, or fax (where locally available) for assistance in resolving software implementation or operations problems.
Problem isolation for the software and hardware product is provided. If it is determined that the hardware has failed, a service request will be logged on the customer's behalf.
At the option of HP and with customer approval, selected remote access tools may be used to facilitate problem-solving. The use of these tools allows HP to work interactively with the customer and facilitates remote diagnosis of problems with the customer's system. The customer can choose to use any of these remote access tools to assist in the resolution of service requests.
Software features and operational supportProduct Highlights
HP provides information, as commercially available, on the latest product features, known problems and available solutions, and operational advice and assistance.
- Access to HP technical resources for problem resolution
- May contribute to improved system performance and reduced downtime
- Allows your IT resources to stay focused on their core tasks and priorities
- Convenient package of hardware and software services
- Flexible coverage window
- Remote problem diagnosis and supported
- Software features and operational supported
- Prepaid shipping label, materials, and instructions for return of defective unit
- Parts exchange