12
HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase.
Service limitations
At the discretion of HP, service will be provided using a combination of remote diagnosis and support, services
delivered onsite, and other service delivery methods. Other service delivery methods may include the delivery,
via a courier, of customer-replaceable parts such as a keyboard, a mouse, or if agreed by the Customer, other
parts classied by HP as Customer Self Repair parts, or an entire replacement product. HP will determine the
appropriate delivery method required to provide eective and timely Customer support and meet the call-to-
repair time commitment, if applicable.
If the Customer agrees to the recommended Customer Self Repair (CSR) and a CSR part is provided to return the
system to operating condition, the onsite service level shall not apply. In those cases, HP practice is to express
ship Customer Self Repair parts that are critical to the product operation to the Customer location. For more
details on the Customer Self Repair process and parts, please refer to www.hp.com/go/selfrepair.
An onsite response time will not apply if the service can be delivered using remote diagnosis, remote support, or
other service delivery methods described above.
For HP point-of-sale (POS) systems and bundled product solutions such as retail solutions, kiosks, or carts,
service may be provided onsite for the base unit only. Service for attached peripherals will be provided by shipping
replacement parts or entire replacement products for Customer Self Repair or installation by the technical courier
delivering the part or product.
If an upfront audit is required by HP, the hardware call-to-repair time commitment will not take eect until ve (5)
business days after the audit has been completed. In addition, HP reserves the right to downgrade service to an
onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not
performed within the specied timeframe.
The following activities or situations will suspend the call-to-repair time calculation (if applicable) until they are
completed or resolved:
• Any Customer or third party actions or inaction impacting the repair process
• Any automated or manual recovery processes triggered by the hardware malfunction, such as disk mechanism
rebuild, sparing procedures, or data integrity protection measures
• Any other activities not specic to the hardware repair but required to verify that the hardware malfunction has
been corrected, such as rebooting the operating system
HP reserves the right to modify the call-to-repair time commitment as it applies to the Customer’s specic
product conguration, location, and environment. This is established at the time of support agreement order and
is subject to resource availability.
Call-to-repair time commitments and onsite response times do not apply to the repair or replacement of defective
or depleted batteries for selected enterprise storage arrays and enterprise tape products.
A call-to-repair time commitment does not apply when the Customer chooses to have HP prolong diagnosis rather
than execute recommended recovery procedures.
If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled
time.
