This data sheet is governed by HP’s current standard sales terms or, if applicable, the
Customer’s purchase agreement with HP.
4
•
Certain capabilities made available to registered users, such as downloading selected HP firmware, subscribing to hardware-related proactive
service notifications, and participating in support forums for solving problems and sharing best practices with other registered users
•
Expanded Web-based searches of 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-qualification process that routes
the support or service request to the resource qualified to answer the question, and also allows the status of each support or service request
submitted to be viewed, including cases submitted by telephone
•
Search of HP or third-party hosted knowledge databases for certain third-party products in order to retrieve product information, find answers to
support questions, participate in support forums, and download software patches (this service may be limited by third-party access restrictions)
Specifications
Table 2. Optional service features
Feature Delivery specifications
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. Notwithstanding anything to the contrary in this
document or the HP Single Order Terms for Support, HP waives the right to take possession and title of a defective Disk or SSD/Flash Drive covered by
the defective media retention service feature option in the event a replacement product is delivered by HP to the Customer. The Customer will retain
all defective Disk or SSD/Flash Drives supported by HP under the HP support agreement, and the Customer remains fully responsible for the
protection and privacy of the data residing on the defective Disk or SSD/Flash Drive.
Defective media retention
In addition to defective media retention, this service feature option allows the Customer to retain additional components that have been designated
by HP as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in
the comprehensive defective material retention. The components that can be retained under this service feature are outlined in the document located
at www.hp.com/services/cdmr.
Comprehensive defective
material retention
HP presents the Customer with a report of findings and recommendations, which is shared during an interactive question-and-answer session with
key members of the Customer’s IT staff.
Report presentation
Service limitations
Basic software support and collaborative call management are provided exclusively for those selected third-party products and vendors listed on
the HP Collaborative Support supported products list at www.hp.com/go/collaborativesupport.
The Customer must have appropriate, active support agreements in place with selected vendors and take any steps necessary to ensure that HP
can submit calls on the Customer’s behalf for the purpose of placing a support call with them. HP will not be able to transfer the existing HP case
number to the vendors and assumes no responsibility for failure to do so. HP is not liable for the performance or non-performance of third-party
vendors, their products, or their support services. HP’s obligations are limited to the placement of support calls only, and the purchase of this
service does not assign the support agreement between the Customer and vendor to HP. The Customer is still responsible for the performance of
its obligations under such agreements, including payment of all applicable fees and any fees that may apply as a result of logging calls with the
vendor.
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, other parts classified by HP as Customer Self Repair parts, or an entire replacement product. HP will determine the appropriate delivery
method required to provide effective and timely Customer support and meet the call-to-repair time commitment, if applicable.
In the event that a Customer Self Repair 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.
