HP Hardware Support Onsite Call-To-Repair service provides an IT manager access to a team of HP support specialists who can quickly begin troubleshooting the system to help return the hardware to operating condition within a specified time frame from the initial service request.
You have the flexibility to choose between service level options featuring different Call-To-Repair times, with Defective Media Retention, to address your specific service needs.
Hardware Support with Defective Media Retention (DMR) is a disk retention service that lets you keep malfunctioning drives after a service event without paying a penalty.
The HP Defective Media Retention option lets you keep, and control, your disk and your data. The process closely resembles what happens in a standard service call. If a disk is covered by the retention option malfunctions, you call HP for support. An HP support agent will diagnose your system problem, dispatch personnel (if needed) and provide a replacement disk.
Remote problem diagnosis and support
Problems with covered hardware can be reported to the HP global solution center via telephone or electronically, as locally available, 24 hours per day, seven days per week. HP will acknowledge the receipt of the service request and notify the local office at coverage window. HP retains the right to determine the final resolution of all reported problems. Call-To-Repair times for service requests submitted electronically may vary.
Onsite hardware support
For technical hardware issues that cannot, in HP's judgment, be quickly resolved remotely, HP is quickly engaged and, if necessary, sent to the customer site to provide onsite technical support for covered hardware products to return them to operating condition. For certain printers, PCs, ProLiant servers, Intel Pentium and Xeon processor-based servers, and networking and storage products, HP may, at its sole discretion, elect to replace such products in lieu of repairing them. Replaced products become the property of HP.
Call-To-Repair time commitment for hardware support
For critical problems with covered hardware that cannot be quickly resolved remotely, HP uses commercially reasonable efforts to return the covered hardware to operating condition within a specified time period from the initial service request to the HP global solution center. Call-To-Repair time refers to the period of time that begins when the initial service request is received and logged with HP and ends with HP's determination that the hardware is repaired. Call-To-Repair time options available for eligible products are specified in the service-level options table. All Call-To-Repair times are subject to local availability. Contact a local HP sales office for detailed information on availability.
Enhanced parts inventory management
To support HP Call-To-Repair time commitments, an inventory of critical replacement parts is maintained for Call-To-Repair customers. This inventory is stored at an HP-designated facility. These parts are managed to allow for increased inventory availability and are accessible to HP support engineers responding to an eligible service requests.
Work to completion
Once an HP-authorized representative arrives at the customer's site, the representative continues to deliver the service, either onsite or remotely, at the discretion of HP, until the products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available.
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.
Keep your disk stay in control
You could solve the problem by keeping your drive component, but a standard hardware agreement would require you to purchase and manage the disk yourself. That's why more and more security-conscious companies are adding the HP Defective Media Retention option to their HP hardware support agreement.
Select the coverage that's right for youProduct Highlights
HP Defective Media Retention is available as a component of hardware support in convenient HP Care Pack Services with a variety of response and coverage options. This makes it easy to select the right match for the requirements and realties of your business.
- Help improve or maintain system uptime
- More predictable repair times
- Help plan IT resources more effectively
- 24 x 7 coverage window
- Access to electronic support information and services
- HP electronic remote support solution
- Greatly reducing the risk that it will ever be compromised
- Defective Media Retention allows you to meet the requirements of data privacy regulations
- Proper control and disposition of sensitive data mitigate the risk of expensive regulatory or civil liability
- Simplify activities related to keeping your malfunctioning drive