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 Hardware Support Onsite Service provides high-quality remote assistance and onsite support for your covered hardware, helping you to improve product uptime.
In addition to defective media retention, Comprehensive Defective Material Retention service feature option allows the customer to retain additional components that have been designated by HP as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in the Comprehensive Defective Material Retention.
Remote problem diagnosis and support
Once the customer has placed and HP has acknowledged the receipt of a call as described in 'general provisions', HP will work during the 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 products, 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.
The coverage window specifies 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.
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.
HP has established formal escalation procedures to facilitate the resolution of complex incidents. Local HP management coordinates incident escalation, enlisting the skills of appropriate HP resources and/or selected third parties to assist with problem-solving.