User manual
HP 3-Year Next Business Day Onsite

User Manual for HP 3-Year Next Business Day Onsite Hardware Support with Accidental Damage Protection G2 & Defective Media Retention for Notebooks

• Product category: Extended Warranties HP
• Brand: HP
• Description and content of package
• Technical information and basic settings
• Frequently asked questions – FAQ
• Troubleshooting (does not switch on, does not respond, error message, what do I do if...)
• Authorized service for HP Extended Warranties

Product description

General Features

• Remote problem diagnosis and support

• Next business day onsite hardware support

• Replacement parts and materials included

• Formal escalation procedures and management

• Access to electronic support information and tools

• HP remote system access and support

• Accidental Damage Protection

• Defective Media Retention

Support You Can Count On
• Know that your hardware will be good as new as soon as possible thanks to HP's knowledgeable expertise and efficient service and support.

Protect Against Accidents
• Accidents happen. In the event that peril finds your system, don't worry - accidental damage protection covers spills, drops, falls, and more.

Stay In Control of Your Data
• Gain security and control when dealing with defective storage disks. HP will diagnose the problem, provide a replacement disk, and let you keep the old one.

Remote Problem Diagnosis and Support

• Once the customer has placed and HP has acknowledged the receipt of a call, HP will work during the coverage window to isolate the hardware incident and to remotely troubleshoot, remedy, and resolve the incident with the customer. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote support solutions to access covered products, or HP may use other means available to facilitate remote incident resolution.

• HP will provide telephone assistance for the installation of customer-installable firmware and Customer Self Repair parts during the service coverage window.

• Regardless of the customer's coverage window, incidents with covered hardware can be reported to HP via telephone or web portal, as locally available, or as an automated equipment reporting event via the HP electronic remote support solutions 24 hours a day, 7 days a week. HP will acknowledge the receipt by logging the call, assigning a case ID, and communicating that case ID to the customer. HP retains the right to determine the final resolution of all reported incidents.

Onsite Hardware Support

• For hardware incidents that cannot, in HP's judgment, be resolved remotely, an HP-authorized representative will provide onsite technical support on covered hardware products to return them to operating condition. For certain products, HP may, at its sole discretion, elect to replace such products in lieu of repairing them. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HP.

• 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 repaired. Work may be suspended if parts or additional resources are required, but work will resume when they become available.

• To ensure high service quality and quick turnaround time is provided, the level of damage will determine whether the unit can be repaired onsite or should be returned to the HP repair depot for service. Onsite repairs may occasionally necessitate the Service Provider to bring the unit back to their shop for repairs.

• Work to completion may not apply to onsite support provided for desktop, mobile, and consumer products.

• Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced.

• Fix-on-Failure: In addition, at the time of onsite technical support delivery, 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.
• Install available firmware updates defined by HP as non-customer-installable that, in the opinion of HP, are required to return the covered product to operating condition or to maintain supportability by HP and for which the customer has the required license to use, if applicable.

• Fix-on-Request: In addition, at the customer's request, HP will install during coverage hours critical firmware updates defined by HP as non-customer-installable and for which the customer has the required license to use, if applicable. Critical firmware updates are firmware updates recommended by the HP product division for immediate installation.

Replacement Parts and Materials

• HP will provide HP-supported replacement parts and materials necessary to maintain the covered 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.

• Parts and components that have reached their maximum supported lifetime and/or the maximum usage limit 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.

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.

Access to Electronic Support Information and Services

• 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 firmware or patches which may require additional entitlement through HP Software support agreements, 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 entitled 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. 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. This service may be limited by third-party access restrictions.

HP Electronic Remote Support Solution

• For eligible products, 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 support specialist will only use the remote system access with the customer's authorization. The remote system access may enable the HP support specialist to provide more efficient troubleshooting and faster problem resolution.

Accidental Damage Protection

• For eligible covered products, specific service levels may be offered with protection against accidental damage from handling. If accidental damage protection was purchased, the customer receives protection against accidental damage from handling for the covered product as part of this service.

• Accidental damage is defined as operational or mechanical failure caused by an accident from handling which occurs in the course of the normal intended use of the covered product. Coverage for accidental damage from handling includes non-intentional liquid spills in or on the unit, accidental drops or falls during the handling of the unit from not more than 15', and electrical surges that damages the covered product's circuitry.

Defective Media Retention

• For eligible products, this service feature option allows the customer to retain defective hard disk or eligible SSDs/flash drive components that they do not want to relinquish due to sensitive data contained within the disk covered under this service. All drives on a covered system must participate in the defective media retention. Notwithstanding anything to the contrary in this document or HP's current standard sales terms, HP waives the right to take possession and title of a defective disk 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 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 drive.

• With the defective media retention service feature option, it is the customer's responsibility to:
  
• Retain physical control of disk or SSD/flash drive at all times during support delivery by HP; HP is not responsible for data contained on Disk or SSD/Flash Drives
• Ensure that any customer sensitive data on the retained drive is destroyed or remains secure
• Have an authorized representative present to retain defective drives, accept replacement drives, provide HP with identification information for each drive retained hereunder, and, upon HP request, execute a document provided by HP acknowledging the retention of the drives
• Destroy the retained drive and/or ensure that the drive is not put into use again
• Dispose of all retained drives in compliance with applicable environmental laws and regulations

Next-Day Response, Standard Business Hours

• 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 next 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 coverage day.

Accidental Damage Exclusions

• Eligibility for purchase of the accidental damage protection service feature requires the product to be covered by a factory warranty or a warranty extension service with coverage duration equal to or longer than the accidental damage protection service. The accidental damage protection service feature provides protection against sudden and unforeseen accidental damage from handling, provided such damage occurs in the course of regular use.

• Except for products where such damage is specifically identified as being covered under the HP limited warranty, the HP limited warranty does not cover the following situations and damage due to:
  
• Normal wear and tear; change in color, texture, or finish; gradual deterioration; rust; dust; or corrosion
• Vandalism, fire, a vehicular or homeowner's accident, act of God (such as flood, natural disaster), or any other peril originating from outside the product
• Exposure to weather conditions or environmental conditions that are outside of HP specifications, exposure to hazardous (including bio-hazardous or human or animal bodily fluids) materials, animal or insect damage or infestation.
• Operator negligence, misuse, or mishandling
• Improper electrical power supply, unauthorized repairs or attempts to repair, improper and unauthorized equipment modifications, attachments or installation, defective batteries, battery leakage, lack of manufacturer-specified maintenance (including the use of inappropriate cleansers)
• Error in product design, construction, programming, or instructions
• Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use, storage, and operation of the product in accordance with the manufacturer's specifications and owner's manual
• Theft, loss, mysterious disappearance, or misplacement
• Data loss or corruption; business interruptions
• Fraud (including, but not limited to, incorrect, misleading, erroneous or incomplete disclosure of how the equipment was damaged to the customer's adjudicator, the servicer, or HP)
• Accidental or other damage to the product that is cosmetic in nature, meaning damage that does not impact operation and functioning of the computer, including damage to case or cabinetry or other non-operating parts or components which does not affect the functionality of the covered product
• Computer monitor screen imperfections including, but not limited to, 'burn-in' and missing pixels, caused by normal use and operation of the product
• Damage to product(s) whose serial numbers are removed or altered
• Damage or equipment failure that is covered by manufacturer's warranty, recall, or factory bulletins
• Damage caused during the customer's shipment of the covered product to or from another location
• Damage to hardware, software, media, data, etc., stemming from causes including, but not limited to, viruses; application programs; network programs; upgrades; formatting of any kind; databases; files; drivers; source code; object code or proprietary data; any support, configuration, installation or reinstallation of any software or data; or use of damaged or defective media
• Any and all pre-existing conditions that occurred (i.e., took place) prior to the purchase date of the Care Pack; in addition, a 30-day waiting period must be observed for Care Packs purchased more than 30 days after the HW purchase before a claim can be filed with HP
• Product obsolescence
• Any equipment relocated outside the country of purchase and not covered by a Travel+ Accidental Damage Protection Care Pack
• Damaged or defective LCD screens when the failure is caused by abuse or is otherwise excluded herein
• Intentional damage that results in a cracked or damaged computer display screen or damaged monitor
• Alteration or modification of the covered product in any way
• Unexplained or mysterious disappearance and any willful act to cause damage to the covered product

• (continued)
  
• Reckless, negligent, abusive, willful, or intentional conduct while handling or using the product. Abuse is defined as the intentional non-utilization of protective items during product use, or the treatment and use of the covered product(s) in a harmful, injurious, or offensive manner that may result in its damage, and any willful or intentional damage to the product
• If protective items such as covers, carrying cases, or pouches, etc., were provided or made available for use with the covered product, the customer must continually use these product accessories to be eligible for protection under this accidental damage coverage service

Travel Zones

• Travel to sites located within 200 miles of an HP designated support hub is provided at no additional charge. If the site is located more than 200 miles from the HP designated support hub, there will be an additional travel charge.

• Travel zones and charges, if applicable, may vary in some geographic locations. Response times to sites located more than 101-300 miles from an HP-designated support hub will have modified response times of 1-2 additional business days for extended travel.

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Technical parameters

HP UL846E Specs

Rating

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