4
HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Specifications
Table 1. Service features (continued)
Feature
Delivery specifications
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 that are made available to registered users, such as downloading
selected HP rmware or patches which may require additional entitlement through
HP Software Support agreements, subscribing to hardware-related proactive service
notications, and participating in support forums for solving problems and sharing best
practices with other registered users
• Expanded Web-based searches of entitled technical support documents, to facilitate faster
problem-solving
• Certain HP proprietary service diagnostic tools with password access
• A Web-based tool for submitting questions directly to HP. The tool helps to resolve problems
quickly with a pre-qualication process that routes the support or service request to the
resource qualied to answer the question. The tool also allows the status of each support or
service request submitted to be viewed, including cases submitted by telephone.
• Search of HP and third-party hosted knowledge databases for certain third-party products
in order to retrieve product information, get answers to support questions, and participate
in support forums. This service may be limited by third-party access restrictions.
HP electronic remote
support solution
For eligible products, the HP electronic remote support solution provides robust
troubleshooting and repair capabilities. It can include remote system access solutions and may
offer a convenient central point of administration and an enterprise view of open incidents and
history. An HP support specialist will only use the remote system access with the Customer’s
authorization. The remote system access may enable the HP support specialist to provide
more efficient troubleshooting and faster problem resolution.
Specifications (optional)
Table 2. Optional service features
Feature
Delivery specifications
Accidental damage
protection
For eligible products, specific service levels may be offered with protection against accidental
damage from handling. Where accidental damage protection applies, the Customer receives
protection against accidental damage from handling to the covered hardware product as part
of this service.
Accidental damage is defined as physical damage to a product caused by or resulting from a
sudden and unforeseen incident, provided such damage occurs in the course of regular use.
Covered perils include non-intentional liquid spills in or on the unit, drops, falls, and electrical
surge, as well as damaged or broken liquid crystal displays (LCDs) and broken parts. Additional
details and exclusions pertaining to the accidental damage protection service feature are
detailed in the ‘Service limitations’ section.
Defective media retention
For eligible products, this service feature option allows the Customer to retain defective hard
disk or eligible SSD/Flash drive components that the Customer does not want to relinquish
due to sensitive data contained within the disk (‘Disk or SSD/Flash Drive’) covered under this
service. All Disk or eligible SSD/Flash Drives on a covered system must participate in the
defective media retention.
