Datasheet

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Service overview

You’re back up and running quickly with a support plan that addresses and resolves

hardware-related issues in a timely manner. HP Parts and Remote Service oers access to

high-quality remote assistance and replacement parts for hardware components that are

eligible and covered. We’ll ship replacement parts to your specied location – before you

even return the defective parts to HP. Shipping charges are included for standard delivery,

and additional options are available for predetermined time-and-place delivery. You

can choose exibly between several service packages with pre-dened service levels or

congure additional services to help meet your specic business needs.

Service feature highlights

• Rely on experienced HP service technicians for

remote problem diagnosis and support

• Work with HP to replace defective hardware

parts

• Expedite access to replacement parts with

Advance exchange

• Choose from a range of dierent remote

support coverage windows and parts delivery

times

Data sheet

Boost uptime with fast

hardware resolution

HP Parts and Remote Service

Specications

Table 1. Service features

Feature Delivery specications

Remote problem

diagnosis and support

Prior to any parts dispatch, HP will work with the Customer to isolate the

hardware incident and to remotely troubleshoot, remedy and resolve the

incident.

Regardless of the Customer’s coverage window, problems with covered

hardware can be reported to HP by telephone or via the Web portal, as

locally available, 24 hours a day, 7 days a week.

Parts exchange Defective parts will be exchanged for replacement parts. Replacement

parts provided by HP shall be new or functionality equivalent to new in

performance.

Advance exchange HP will conrm, prior to the close of standard business hours, that the

replacement part will be shipped in advance of HP’s receipt of the defective

part to meet the selected parts delivery time.

Choice of parts

delivery times

The parts delivery time is measured from the time HP receives and

acknowledges the call, until the time the part is delivered to the Customer

at the specied location. Orders must be received during standard business

days, Monday through Friday, excluding HP holidays, and accepted prior to

5:00 p.m. local time. Orders received after hours will be accepted the next

business day.

Time and Material

Uptime Kit discount

As part of this service, for eligible products only, the Customer is entitled

to receive a specied, xed-percentage discount on the current HP list

price for uptime kits ordered by placing a support call to HP. The applicable

discount percentage is specied in the Customer’s contract documentation.

Uptime kit parts are replacement parts that are not required to resolve a

reported incident. Uptime parts or parts kits are ordered to establish or

increase a Customer-owned inventory of replacement parts.

Time and Material

Printhead discount

As part of this service, for eligible products only, the Customer is entitled to

receive a specied, xed-percentage discount on the current HP list price

for printhead items that are not covered by this service and are ordered by

placing a support call to HP. The applicable discount percentage is specied

in the Customer’s contract documentation.

Summary of content (5 pages)

PAGE 1
Data sheet Boost uptime with fast hardware resolution HP Parts and Remote Service Service feature highlights Service overview • R ely on experienced HP service technicians for remote problem diagnosis and support • Work with HP to replace defective hardware parts • E xpedite access to replacement parts with Advance exchange • Choose from a range of different remote support coverage windows and parts delivery times You’re back up and running quickly with a support plan that addresses and resolves h
PAGE 2
Data sheet | HP Parts and Remote Service Table 1.
PAGE 3
Data sheet | HP Parts and Remote Service Customer responsibilities If the Customer does not act upon the specified Customer responsibilities, at HP’s discretion HP or the HP authorised service provider will i) not be obligated to deliver the services as described, or ii) perform such service at the Customer’s expense at the prevailing time and material rates.
PAGE 4
Data sheet | HP Parts and Remote Service Service limitations This service does not include onsite service. If the Customer requests onsite service to replace the defective part, the Customer must request an HP Time and Material service at the prevailing time and material rates or contact an HP authorised service partner. Preventive maintenance parts are excluded from this service. Other consumable parts and items or supplies such as – but not limited to – ink are not covered by this service.
PAGE 5
Data sheet | HP Parts and Remote Service General provisions/Other exclusions HP will acknowledge a call by logging a case; communicating the case ID to the Customer; and confirming the Customer’s incident severity, the ship-to location, the parts arrival time requirements and potential additional costs associated with expedited shipping or alternate ship-to locations.