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.
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.
Access to electronic support information and services
As part of this service, HP provides access to certain commercially available electronic and Web-based tools.
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.
Access to technical resources
The customer can access HP technical resources via telephone, electronic communication, or fax for assistance in resolving software implementation or operations problems.
Problem isolationProduct Highlights
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.
- Access to HP technical resources for problem resolution
- 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 support
- Remote access
- Prepaid shipping label, materials, and instructions for return of defective unit
- Parts exchange