HP Hardware Support Onsite Call-to-Repair Service provides an IT manager with a team of support specialists who will quickly begin troubleshooting the system to help return the hardware to operating condition within a specified timeframe from the initial service request. You have the flexibility to choose between service-level options featuring different call-to-repair times, with or without defective media retention, to address your specific service needs.

- Remote problem diagnosis and support
- Onsite hardware support
- Choice of call-to-repair time commitment
- Parts and materials included
- Enhanced parts inventory management
- 24x7 coverage window
- Work to completion
- Escalation management
- Access to electronic support information and services
- HP electronic remote support solution (for eligible products only)
- Defective media retention (optional, for eligible products only)
- Remote problem diagnosis and support

When the Customer experiences a system problem and reports it to the HP Global Solution Center via a designated HP support telephone number, the Customer is connected to an HP-certified resolution engineer. The engineer first attempts to remotely troubleshoot, remedy, and resolve the problem with the Customer. Prior to any onsite assistance, an HP engineer may initiate and perform remote diagnostics to facilitate remote problem resolution.

Problems with covered hardware can be reported to the HP Global Solution Center either via telephone or electronically, as locally available, 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request and notify the local office at the next coverage window. HP retains the right to determine the final resolution of all reported problems. Call-to-repair times for service requests submitted electronically may vary.

For technical hardware issues that cannot, in HP's judgment, be quickly resolved remotely, an HP customer support engineer is quickly engaged and, if necessary, sent to the Customer's site to provide onsite technical support on covered hardware products to return them to operating condition. For certain printers, PCs, ProLiant servers, Intel Pentium and Xeon processor-based servers, and networking and storage products, HP may, at its sole discretion, elect to replace such products in lieu of repairing them. Replacement products are new or equivalent to new in performance. Replaced products become the property of HP.

In addition, HP may install available engineering improvements to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP-supplied hardware replacement parts. At its sole discretion, HP may install any firmware updates that, in the opinion of HP, are required to return the covered product to operating condition or to maintain supportability by HP. The installation of engineering improvements or firmware updates is not part of the call-to-repair time commitment, if applicable.

For critical problems with covered products that cannot be quickly resolved remotely, HP will use commercially reasonable efforts to return the covered hardware to operating condition within a specified time period from the initial service request to the HP Global Solution Center. Call-to-repair time refers to the period of time that begins when the initial service request is received and acknowledged by HP and ends with HP's determination that the hardware is repaired.

Call-to-repair time options available for eligible products are specified in the service-level options table. All call-to-repair times are subject to local availability. Contact a local HP sales office for detailed information on availability.

Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced or, for eligible storage products, that access to the Customer's data has been restored. Verification by HP may be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verification of proper operation. At its sole discretion, HP will determine the level of testing necessary to verify that the hardware is repaired. At its sole discretion, HP may temporarily or permanently replace the product in order to meet the repair time commitment. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HP.

It will take 30 days from the time this service is purchased to set up and perform necessary audits and processes before the hardware call-to-repair time commitment is in effect. During this initial 30-day period and for up to 5 additional business days after the audit is completed, HP will provide a 4-hour onsite response time.

HP will provide HP-supported 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 are new or functionally equivalent to new in performance. Replaced parts become the property of HP.

To support HP call-to-repair time commitments, an inventory of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an HP-designated facility. These parts are managed to allow for increased inventory availability and are accessible to HP support engineers responding to eligible service requests.

Service is available 24 hours a day, Monday through Sunday including HP holidays.
Once an HP authorized representative arrives at the Customer's site, the representative will continue to deliver the service, either onsite or remotely, at the discretion of HP, until the products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available. Work to completion may not apply to onsite support provided for desktop, mobile, and consumer products.

HP has established formal escalation procedures to facilitate the resolution of complex problems. Local HP management coordinates problem escalation, enlisting the skills of appropriate HP resources and/or selected third parties to assist with problem-solving.
As part of this service, HP provides access to certain commercially available electronic and Web-based tools. The Customer has access to:
Certain capabilities that are made available to registered users, such as downloading selected HP software and firmware patches, 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 the HP Global Solution Center. The tool helps to resolve problems quickly with a pre-qualification process that routes the support or service request to the engineer qualified to answer the question. The tool also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone.
Search of HP and third-party hosted knowledge databases for certain third-party products in order to retrieve product information, get answers to support questions, and participate in support forums

The HP electronic remote support solution provides robust troubleshooting and repair capabilities. It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history. An HP engineer will only use the remote system access with the customer's authorization. The remote system access may enable the HP support engineer to provide more efficient troubleshooting and faster problem resolution.