Service overview
Hardware Support Onsite Service provides remote assistance and onsite support for your
covered hardware, helping you to improve product uptime.
You have the flexibility to choose between multiple service-level options featuring several
onsite response or call-to-repair time and coverage window combinations in various
durations to address your specific service needs.
Service-level options with call-to-repair times provide IT managers with support specialists
who will quickly begin troubleshooting the system to help return the hardware to operating
condition within a specified timeframe.
Coverage
This service provides coverage for eligible HP- or Compaq-branded hardware products and
HP-supported and -supplied internal components such as memory and DVD-ROM drives,
as well as attached HP- or Compaq-branded accessories purchased together with the main
product, such as mouse, keyboard, docking station, AC power adapter, and external monitor
up to 22 inches or less in size.
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 barcode 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. HP Notebook and Tablet long-life batteries
are covered for up to 3 years.
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.