HP Support Plus Service is a comprehensive hardware and software service that enables you to increase the availability of your IT infrastructure. HP engineers work with your IT team to help you resolve hardware and software problems on your HP and selected third-party products.
In addition, this service provides electronic access to related product and support information, enabling any member of your IT staff to locate this commercially available essential information. For third-party products, access is subject to availability of information from the original manufacturer.
Onsite hardware support
For technical hardware issues 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 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.
Work to completion
Once an HP-authorized representative arrives at the customer's site, the representative will continue 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. Work to completion may not apply to onsite support provided for desktop, mobile, printing and consumer products.
Software technical support
Once a software problem is logged, an HP Response Center engineer will respond to the call within two hours. Calls received and answered outside this service coverage window will be logged the next day for which the customer has a service coverage window. HP provides corrective support to resolve identifiable and customer-reproducible software product problems. HP also provides support to help the customer identify problems that are difficult to reproduce. The customer receives assistance in troubleshooting problems and resolving configuration parameters.
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.
Onsite response time for hardware support
Onsite response time specifies the period of time that begins when the initial service request is received and logged with the HP Response Center and ends when the HP-authorized representative arrives at the customer's site, if this time falls within the specified coverage window. Support Plus has a 4 hour onsite response time. An HP-authorized representative will arrive at the customer's site to begin hardware maintenance service within four hours after the service request is logged, if this time falls within the contracted coverage window.
Software product and documentation updates
As HP releases updates to HP software, the latest revisions of the software and reference manuals are made available to the customer's system manager or designee. For selected third-party software, HP will provide software updates as such updates are made available from the third party, or HP may provide instructions on how to obtain any software updates directly from the third party. For certain software products, the customer may be able to select from a choice of media types.
Remote problem diagnosis and support
Once the customer has placed a service request with HP, HP will work with the customer during the coverage window to isolate the hardware problem and to remotely troubleshoot, remedy and resolve the problem with the customer. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote support tools (where available) to access covered products, or HP may use other means available to facilitate remote problem resolution.
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 made available to registered users such as downloading select HP software and firmware patches; subscribing to hardware related proactive service notifications; and participating in support forums for solving problems and sharing best practices with other registered users.