6
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 (optional)
Table 2. Optional service features (continued)
Feature
Delivery specifications
Desktop/workstation/
thin client/notebook-only
coverage
For eligible PC products, the Customer may choose desktop/workstation/thin client/notebook-
only coverage. Notwithstanding anything to the contrary in this document or HP’s current
standard sales terms, HP Care Pack services with this coverage limitation do not cover the
following options and accessories:
• External monitor
• Any external accessory that is not purchased and included in the original packaging of the
main desktop, workstation, thin client, or notebook product
The docking station or port replicator is covered within the country where the HP Care Pack
service was purchased, but is not covered outside the country of purchase.
Page allowance
Some printer products may be available with a maximum page allowance. Page count for any
given printer is defined as the number of standard pages (printed or plain) that have passed
through the printer’s print engine, as recorded on the test page. Different paper sizes and print
options may be associated with different standard page equivalent values for purposes of
calculating the page count.
For printers that require HP installation, the contract term begins on the date of installation of
such printers at the Customer site. Where page allowances apply, the support coverage ends
when either the end of the contract term has been reached or the page count has exceeded the
maximum page allowance, whichever occurs first. Should the Customer exceed the maximum
page allowance before the end of the contract term, any further services provided during the
contract term will be billed at HP’s then-current time-and-materials rate, unless the Customer
purchases another HP Care Pack service by the time the services are provided.
Specifications
Table 3. Service-level options
Option
Delivery specifications
Standard response time,
standard business hours
(9x5)
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday
through Friday excluding HP holidays.
An HP authorized representative will arrive at the Customer’s site during the coverage
window to begin hardware maintenance services within a locally defined onsite response time
after the service request has been received and acknowledged by HP. Locally defined onsite
response times can vary from several business days up to several weeks and are dependent
on local capabilities. Calls received outside the coverage window will be acknowledged
the next coverage day and then serviced within the locally defined onsite response time.
For information on the standard onsite response time that applies to a specific country or
geographic region, please contact a local HP sales office.
Third-day response,
standard business hours
(9x5)
Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday
through Friday excluding HP holidays.
An HP authorized representative will arrive at the Customer’s site during the coverage window
to begin hardware maintenance service the third coverage day after the call has been received
and acknowledged by HP. Calls received outside the coverage window will be acknowledged
the next coverage day and serviced within the following 3 coverage days.
