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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.
For HP point-of-sale (POS) systems and bundled product solutions such as retail solutions, kiosks, or carts, this
service covers the base unit as well as attached HP-branded peripherals such as cash drawers, printers, pole
displays for monitors, and bar-code readers or handheld scanners that have been sold as part of the POS or
bundled product solution.
Coverage for eligible multivendor systems includes all standard vendor-supplied internal components and the
external monitor, keyboard, and mouse.
Consumable items including, but not limited to, removable media, customer-replaceable batteries and tablet PC
pens, maintenance kits, and other supplies, as well as user maintenance and non-HP devices, are not covered by
this service.
For replacement parts and components that are discontinued, an upgrade path may be required. Upgrades for
discontinued parts or components may in some cases result in additional charges to the Customer. HP will work
with the Customer to recommend a replacement. Not all components will have available replacements in all
countries due to local support capabilities.
For ProLiant servers and storage systems, the service on the main product covers HP-branded hardware options
not designated by HP as requiring separate coverage, that are qualied for the server, purchased at the same
time or afterward and internal to the enclosure. The service also covers external monitors up to 22’ in size and
tower UPS products during their supported life of up to 5 years beyond sales discontinuance. These items will be
covered at the same service level as the main product.
For BladeSystem enclosures, this service covers the enclosure, power supplies, fans, enclosure devices, and
options not designated by HP as requiring separate coverage.
For Moonshot systems, this service covers the chassis, power supplies, fans, chassis devices and servers not
designated by HP as requiring separate coverage.
For ProLiant servers, storage or BladeSystem enclosures installed within a rack, the service also covers all HP
qualied rack options not designated by HP as requiring separate coverage. Coverage includes UPS products not
exceeding 12 kVA, KVM switch, console, and PDU, installed within the same rack, during their supported life of up
to 5 years beyond sales discontinuance. The UPS battery is covered separately under its own warranty terms and
conditions.
Prerequisites
HP, at its sole discretion, may require an audit on the covered products. If such an audit is required, an HP
authorized representative will contact the Customer, and the Customer will agree to arrange for an audit to
be performed within the initial 30-day timeframe. During the audit, key system conguration information is
collected and an inventory of the covered products is performed. The information gathered in the audit enables
HP to plan and maintain replacement part inventories at the appropriate level and location, and allows HP to
survey and troubleshoot possible future hardware incidents so that repairs can be completed as quickly and
eiciently as possible. At the sole discretion of HP, the audit may be performed onsite, via remote system access,
via remote audit tools, or over the phone.
If an audit is required by HP, it will take 30 days from the time this service is purchased to set up and perform the
audits and processes that must be completed before the hardware call-to-repair time commitment can be put
in eect. The hardware call-to-repair time commitment will not take eect until ve (5) business days after the
audit has been completed. Until such time, service for the covered hardware will be delivered at a 4-hour onsite
response time service level.
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, unless the
delay is caused by HP.
