Carepack 2012

HP Hardware Support Next Day Exchange Service
HP Care Pack Services
Technical data

HP Hardware Support Next Day Exchange Service offers a reliable and fast exchange service for eligible HP products. Specifically targeted at products that can easily be shipped and for which customers may easily restore data from their backup files, HP Next Day Exchange Service is a cost-efficient but stillconvenient alternative to onsite support. HP Hardware Support Next Day Exchange Service provides a replacement product or part to be delivered free of freight charges to your location within the next business day. Replacement products or parts are new or functionally equivalent to new in performance.

Service feature highlights
• Remote problem diagnosis and technical telephone support •Next-business-day hardware exchange • Standard coverage window • Access to electronic support information and services
Specifications Table 1. Service features Feature
Remote problem diagnosis and support

Delivery specifications
When experiencing a problem, the Customer must first place a call to a designated support telephone number. HP will provide basic telephone technical assistance withinstallation, product configuration, setup, and problem resolution. Prior to scheduling a unit exchange, HP may ask the Customer to provide relevant information, start diagnostic tools, and perform other supporting activities, at the request of HP.

This data sheet is governed by HP’s current standard sales terms or, if applicable, the Customer’s purchase agreement with HP.

Next-business-dayhardware exchange

If, in the judgment of HP, the problem cannot be resolved remotely, HP will replace the defective product or the customer-replaceable part with a product or part that is new or equivalent to new in performance, but may have minor cosmetic defects. The replaced product or part must be returned within the specified timeframe and becomes the property of HP. For calls received before2:00 p.m. local time, HP standard business days, excluding HP holidays, HP will ship a replacement product to the Customer’s site for delivery on the next business day after the service request has been logged. Service requests received after 2:00 p.m. or outside the coverage window will be logged the next business day and serviced within the following business day. A replacement product will bedelivered by 10:30 a.m. local time in most areas. Delivery time may vary based on geographic location. The replacement product or part is shipped via a carrier or courier to the Customer’s location free of freight charges. The Customer’s requested ship-to location must not require HP to ship the replacement product or part through international customs.

Prepaid shipping label, materials andinstructions for defective unit return

HP will ship the replacement product in a container suitable for returning the defective product to HP. Instructions and a prepaid shipping label for the return of the failed product will be included in the replacement product’s shipping container. The location from which the defective product is returned must not require the defective product to ship throughinternational customs. At HP’s discretion, HP may elect to collect failed product at your location (may vary by geographic location). The coverage window specifies the time during which the described services are delivered. Service is available between 8:00 a.m. and 5:00 p.m. local time, HP standard business days, excluding HP holidays. Service requests received after 2:00 p.m. or outside thecoverage window will be logged the next business day. Extended telephone support may be available for select products. Coverage windows may vary by geographic location. Contact a local HP sales office for detailed information.

Coverage window

Access to electronic support information and services

As part of this service, HP provides access to certain commercially available electronic and...