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HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
For hardware onsite response time options, HP strongly recommends that the Customer install and operate
the appropriate HP remote support solution, with a secure connection to HP, in order to enable the delivery of
the service. For hardware call-to-repair time commitments, HP requires that the Customer install and operate
the appropriate HP remote support solution, with a secure connection to HP, in order to enable the delivery of
the service. Please contact a local HP representative for further details on requirements, specications, and
exclusions. If the Customer does not deploy the appropriate HP remote support solution, HP may not be able
to provide the service as dened and is not obligated to do so. Additional charges will be applied for onsite
installation of non-customer-installable rmware if the Customer does not deploy the appropriate HP remote
support solution in cases where recommended and available. Installation of customer-installable rmware is the
responsibility of the Customer. Additional charges will apply if the Customer requests that HP install customer-
installable rmware and software updates. Any additional charges to the Customer will be on a time-and-
materials basis, unless otherwise previously agreed in writing by HP and the Customer.
For Customers with licenses to rmware-based software products (features implemented in rmware activated
by the purchase of a separate software license product) or licensed rmware, the Customer must also have,
if available, an active HP Software Support agreement to receive, download, install, and use related rmware
updates. HP will provide, install, or assist the Customer with the installation of rmware updates as previously
described in this document only if the Customer has the license to use the related software updates for each
system, socket, processor, processor core, or end-user software license as allowed by the original HP or original
manufacturer software license terms.
Customer responsibilities
If the Customer does not act upon the specied Customer responsibilities, at HP’s discretion, HP or the HP
authorized 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.
If required by HP, the Customer or HP authorized representative must activate the hardware product to be
supported within 10 days of purchase of this service, using the registration instructions within the Care Pack or
the email document provided by HP, or as otherwise directed by HP. In the event that a covered product changes
location, activation and registration (or a proper adjustment to existing HP registration) is to occur within 10 days
of the change.
The call-to-repair time commitment is subject to the Customer providing immediate and unrestricted access
to the system, as requested by HP. The call-to-repair time commitment does not apply when system access,
including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If the
Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time.
For hardware onsite response time options HP strongly recommends and for hardware call-to-repair time
commitments the Customer must install the appropriate HP remote support solution, with a secure connection
to HP, and provide all necessary resources according to the HP remote support solution release notes, in order
to enable the delivery of the service and options. When an HP remote support solution is installed, the Customer
must also maintain the contact details congured in the remote support solution that HP will use in responding to
a device failure. Please contact a local HP representative for further details on requirements, specications, and
exclusions.
Upon HP request, the Customer will be required to support HP’s remote problem resolution eorts. The Customer
will:
• Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to
determine the level of support eligibility
• Start self-tests and install and run other diagnostic tools and programs
• Install customer-installable rmware updates and patches
• Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
