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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.
Specifications
Table 1. Service features (continued)
Feature
Delivery specifications
Replacement parts and
materials
HP will provide HP-supported replacement parts and materials necessary to maintain the
covered hardware product in operating condition, including parts and materials for available
and recommended engineering improvements. Replacement parts provided by HP shall be new
or functionally equivalent to new in performance. Replaced parts become the property of HP.
Customers who wish to retain, degauss, or otherwise physically destroy replaced parts will be
billed and required to pay the list price less any applicable discounts for the replacement part.
Supplies and consumable parts are not supported and will not be provided as part of this
service; standard warranty terms and conditions apply to supplies and consumable parts.
Maximum supported lifetime/maximum usage:
Parts and components that have exceeded their maximum supported lifetime and/or the
maximum usage limitations as set forth in the manufacturer’s operating manual, product
QuickSpecs, or the technical product data sheet will not be provided, repaired, or replaced as
part of this service.
Coverage window
The coverage window specifies the time during which the described services are delivered
onsite or remotely.
Calls received outside this coverage window will be logged at the time the call is placed to HP,
but will not be acknowledged as described in ‘General provisions’ until the next day for which
the Customer has a coverage window.
Coverage window options available for eligible products are specified in the Service-level
options table.
All coverage windows are subject to local availability. Contact a local HP sales office for
detailed information on service availability.
Onsite response time for
hardware support
For incidents with covered hardware that cannot be resolved remotely, HP will use
commercially reasonable efforts to respond onsite within the specified onsite response time.
Onsite response time specifies the period of time that begins when the initial call has been
received and acknowledged by HP, as described in ‘General provisions’. The onsite response
time ends when the HP authorized representative arrives at the Customer’s site, or when the
reported event is closed with explanation that HP has determined it does not currently require
an onsite intervention.
Response times are measured during the coverage window only and may be carried over
to the next day for which there exists a coverage window. Response time options available
for eligible products are specified in the Service-level options table. All response times are
subject to local availability. Contact a local HP sales office for detailed information on service
availability.
Escalation management
HP has established formal escalation procedures to facilitate the resolution of complex
incidents. Local HP management coordinates incident escalation, enlisting the skills of
appropriate HP resources and/or selected third parties to assist with problem-solving.
