HP Care Pack Services

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Brief

HP Care Pack Services HP Care Pack Services for Printing and Imaging Choose the services you need to help increase printer uptime and decrease costs

HP knows printing and services

Supporting your business when you need it

When it comes to keeping your business competitive, your printing and imaging environment needs to be available and running at peak performance. You need expert advice, and personal, reliable, and cost-effective support. And that is what HP Services delivers.

Help reduce downtime for better productivity

HP Care Pack Services provides an easy-tobuy, easy-to-use portfolio of high-quality, packaged services that extend and enhance the standard warranty coverage on HP hardware-at a price you can afford. We can help you fix problems quickly, improve printer uptime, and avoid unbudgeted repair costs-so you can achieve better business outcomes. Count on proven expertise to provide you with everything from supplemental service to a virtual IT staff. With our support, you can gain peace of mind and help lower your cost of technology ownership. That frees you to do what really matters: manage your business. Because when technology works, business works.

HP Care Pack Services for printing and imaging help you standardize and can improve your entire printing and imaging network to help drive better results for your business. Enhance ROI and decrease costs HP helps you enhance the way you manage your printing and imaging environment, which can reduce your costs and save time. Leverage a wide range of support options HP Care Pack Services for printing and imaging lets you choose the precise level of service of support you need.

Priority Technical Phone Support Service Included with every HP Care Pack and Contractual Service, receive technical support via a toll free phone number with access to HP’s expert support technicians. HP care pack customers will receive unlimited access to assistance with troubleshooting and diagnostics during their service term. Rely on HP Printing and Imaging Services HP Care Pack Services are predictable and professionally delivered-from technical phone support to installation and service support that can be as fast as same-day onsite repair. Our services are more cost-effective than forecasting, storing, and maintaining inventory spares, and it can reduce the risk of investing in technologies that may become obsolete. You can benefit from less printer downtime, greater employee productivity, lower printing costs, and a worry-free printing experience.

Brief | Care Pack Services for Printing and Imaging

Initial Troubleshooting Process

Standard service offering and levels

Once you log a case with HP, our support technicians will work to get your printer up and running as quickly as possible. Our qualified support agents will work with you to remotely troubleshoot the problem. The following actions will be taken based on their findings.

Call-to-Repair with Defective Media Retention

• In the event the issue can be fixed remotely, the support technicians will provide stepby-step instructions on how to resolve the problem. • In the event a customer installable replacement part is required (e.g. new paper tray); HP will expedite a shipment of the necessary part(s) to you. You will be required to ship the defective part(s) back to HP in the provided packaging materials. • If the problem cannot be resolved by one of the troubleshooting and resolution methods above, the care pack service level will determine the next steps. See the descriptions below to learn about what will be done next based on the care pack that has been purchased.

• Call-to-Repair support instantly promotes you to the highest level of support service and priority beginning with the troubleshooting process listed above. You will rest assured knowing that HP will make best effort to return your printer to operating condition within the committed next business day or 2nd business day windows.5 • During the Initial Troubleshooting Process (outlined above) you will automatically gain access to priority call escalation, speedy problem diagnosis (with the support of local field engineers when necessary), along with priority parts availability and dispatch. • Service includes all parts, materials, and labor, along with technical phone support, troubleshooting, and diagnostics1. • To help ensure your printer will be up and running as quickly as possible, HP will proactively stock your printer parts (within 30-days of the care pack registration2) to help reduce any obstacles that may hinder the HP employed service technician3 to quickly fix the printer. • The service call must be received by 1 p.m. local time in order for the dispatch to occur within the service window. Calls received after 1 p.m. local time may be pushed out to next business day.4 • Perfect for customers who have mission critical devices, who have an IT staff that needs to focus on more strategic business initiatives, and who need limited repair time.

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Same Day Onsite Service • If the Initial Troubleshooting Process (outlined above) does not resolve the device error, an HP employed service technician3 will make best effort to arrive at your site to begin hardware service within four hours after the support agent escalates the case for dispatch. • Service includes all parts, material, and labor, along with technical phone support, troubleshooting, and diagnostics1. • The service call must be received by 1 p.m. local time in order for the dispatch to occur the same business day. Calls received after 1 p.m. local time may be pushed out to the next business day. • Perfect for customers who have mission critical devices, who cannot afford printer downtime, and who want an HP employed and authorized service technician onsite to provide expert support.

Brief | Care Pack Services for Printing and Imaging

Next Day Onsite Service

Next Day Onsite Exchange Service

Next Business Day Exchange Service

• If the Initial Troubleshooting Process (outlined above) does not resolve the device error, an HP employed service technician3 will make best effort to arrive at your site the next business day after the support agent escalates the case for dispatch.

• If the Initial Troubleshooting Process (outlined above) does not resolve the device error, the support technician will arrange for shipment of a replacement device along with a visit from an HP employed service technician3 to exchange the device at your site the next business day. 5

• If the Initial Troubleshooting Process (outlined above) does not resolve the device error, the support technician will arrange for shipment of a replacement device to arrive by 10:30 a.m. next business day. 5

• Service includes all parts, material, and labor, along with technical phone support, troubleshooting, and diagnostics1. • The service call must be received by 1 p.m. local time in order for the dispatch to occur the next business day. Calls received after 1 p.m. local time may be pushed out one additional business day.5 • Perfect for customers who need reliability and consistency without interruption, who want an HP employed and authorized service technician onsite to provide expert support, and who are interested in budget predictability (a great fit for remote offices, and telecommuters).

• You will be required to pack the defective unit in the provided packaging materials and ship back to HP. • All shipping charges are included in the price of the care pack. • The service call must be received by 2 p.m. local time in order for the shipment and the HP employed Service Technician to arrive next business day. Calls received after 2 p.m. local time may be pushed out one additional business day. • Collateral, in the form of a credit card number or PO, will be required to ship the exchange unit. This information will be kept on file in the event the defective unit is not returned to HP. • Perfect for customers who want to maintain their investment and help reduce environmental impact, who don’t have an in-house IT staff and who need expert advice and personal, reliable support (a great fit for remote offices, and telecommuters).

• You will be required to pack the defective unit in the provided packaging materials and ship back to HP. • All shipping charges are included in the price of the care pack. • The service call must be received by 2 p.m. Pacific time for next business day arrival. Calls received after 2 p.m. Pacific time may be pushed out one additional business day. • Collateral, in the form of a credit card number or PO, will be required to ship the exchange unit. This information will be kept on file in the event the defective unit is not returned to HP. • HP will expedite and ship a replacement printer overnight via premium airfreight to arrive by 10:30 a.m. • Perfect for customers who want to maintain their investment and help reduce environmental impact, who don’t have an in-house IT staff and who need expert advice and personal, reliable support (a great fit for remote offices, and telecommuters).

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Brief | Care Pack Services for Printing and Imaging

Business Priority Support with Onsite Exchange

Business Priority Support with Next Business Day Exchange

• If the Initial Troubleshooting Process (outlined above) does not resolve the device error, the support technicians will arrange the shipment of a replacement printer along with a visit from an HP Authorized Representative to exchange the device at your business site.

• If the Initial Troubleshooting Process (outlined above) does not resolve the device error, the support technician will arrange the shipment of a replacement printer to your business site to arrive the next business day.

• The onsite technician will unpack and install the replacement printer, ensure functionality and connectivity, and handle the return of the defective product.

• You will be required to ship the defective printer back to HP in the provided packaging materials. • All shipping charges are included in the price of the care pack.

• All shipping charges are included in the price of the care pack.

• The service call must be received by 2:30 p.m. Central time in order for the shipment to arrive next business day. Calls received after • The service call must be received by 2:30 p.m. 2:30 p.m. Central time may be pushed out Central time in order for the shipment and the one additional business day. 5 HP Authorized Representative1 to arrive the next business day. Calls received after 2:30 • Collateral, in the form of a credit card number p.m. Central time may be pushed out one or PO, will be required to ship the exchange 5 additional business day. unit. This information will be kept on file in the event the defective unit is not returned • Collateral is not required because the HP to HP. Authorized Representative will pack up and ship the defective unit back to HP. • Business Priority Support is a service offering • Business Priority Support is a service offering for commercial customers who rely on Officejet, Officejet Pro, and/or Personal Class LaserJet devices to manage their business printing needs. • Perfect for customers who want to maintain their investment and help reduce environmental impact, who don’t have an in-house IT staff and who need expert advice and personal, reliable support (a great fit for remote offices, and telecommuters).

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for commercial customers who rely on Officejet, Officejet Pro, and/or Personal Class LaserJet devices to manage their business printing needs. • Perfect for customers who want to maintain their investment and help reduce environmental impact, who don’t have an in-house IT staff and who need expert advice and personal, reliable support (a great fit for remote offices, and telecommuters).

Brief | Care Pack Services for Printing and Imaging

Other services available

Contractual Services

HP Maintenance Kit Replacement Service

Post-warranty Service

HP also offers custom contracts with flexible options tailored to help meet special, unique, and critical business requirements. Contractual services for HP printing hardware can be purchased at any time—preferably when you purchase your printer(s). Service contracts can be purchased in oneyear increments for up to five years. They are renewed annually, and can be billed up front, monthly, quarterly, semi-annually, or annually. Equipment can be added or dropped from your services contract at any time with a simple phone call. Additionally you can count on expert service delivery by HP employed service technician3.

To properly maintain the printer and its print quality, the printer’s maintenance kit needs to be replaced when an alert appears on the display panel. HP Maintenance Kit Replacement Service (MKRS) includes the replacement of this consumable part plus expert onsite service by an HP employed service technician.3 When the display panel on your HP LaserJet or Designjet printer displays “maintenance advised” or “perform printer maintenance” or similar message, just call your preferred HP Authorized Reseller, or call HP at 1-866-776-2162 to place your MKRS order. (Printer model specifications and recommended frequency of replacement of consumable parts can be found in your printer manual.)

Fiscal and environmental responsibility is a priority and how better to protect your investment than with a Post-warranty care pack. Post-warranty Care Pack Services offer continued protection after your standard HP warranty expires, or after your up-front HP Care Pack Service expires. This service gives you access to all the benefits you can/ did receive when purchasing the care pack up front while extending the life of your printer investment. When money is tight, postwarranty services allow you to stretch your budget and address critical business needs while you continue to reap the benefits of the good choices you made with your HP printer purchase. Post-warranty services are offered in 1 & 2 year increments and in a variety of service levels, including exchange, onsite, and call to repair. Make sure to consider postwarranty services to maintain your investment and help reduce your environmental impact.

Installation Service with Network Setup Installation service includes onsite installation and network setup of printing products by an HP-employed service technician.3 Deliverables include assembly of all HP accessories, hardware verification, network setup, and basic orientation for your organization’s key operator.

Defective Media Retention Service

As part of the HP Next Business Day Onsite Service offering, you have the option to add Defective Media Retention Service (DMR). This additional feature allows you to keep the printer hard disk and the critical information it may contain without dealing with the hassle HP also offers flexibility in the ways you can and expense of ordering and paying for a new purchase HP Installation Services with Network drive. Setup—either as a prepaid HP Care Pack or as part of an HP Contractual Services agreement. This service offering is critical when multiple units are being deployed.

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Brief | Care Pack Services for Printing and Imaging

Deskjet, Photosmart

Officejet Pro

Officejet Pro X

LaserJet Pro

LaserJet and Color LaserJet & MFP

Designjet

Scanjet

Call –to- Repair

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Same Day Onsite

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Next Day Onsite

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Service level 5

Next Business Day Exchange

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Business Priority Support with Onsite Exchange Business Priority Support with Next Business Day Exchange

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Installation

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Maintenance Kit Replacement Service

HP onsite service does not include consumable items, such as print cartridges, batteries, maintenance kits, and other supplies; user maintenance; and non-HP devices. 2 Call to Repair customers will receive same day onsite support for the first 30-days to allow time to stock the priority parts. 3 Onsite service level may not be available in all geographies. In some instances, onsite services may be performed by an HP Authorized Service Technician. 4 Response times may vary for support cases logged using the online support tool for customers with Business Priority Care Pack Services. 5 Service level varies by printer model and geographies. Please check with HP representative on details.

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To log a support request

Complete solutions With an unrivaled portfolio of products, services, and end-to-end solutions, HP can work with you to identify and address your specific needs today and into the future.

To log a support request:

Financial strength HP has the resources to provide financing and procurement options that are right for your organization.

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• Call the HP Support Center at: 1-800-633-3600 (6 a.m. to 6 p.m. MST Monday-Friday). • Log a case using our full service website (24 hours a day, 7 days a week). To log a case online, go to the HP Support Center online tool at hp.com/go/hpsc. HP Support Center provides a one-stop shop for customers’ that contains a variety of information, including tips, tools and additional help to support HP business products. Customers can track case progress and history, including updates made by HP support agents, from the time a case is created until the time it is resolved and closed.

Get started To learn more about HP Care Pack Services and Contractual Services for printing and imaging, contact your HP sales representative or preferred reseller.

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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

4AA3-3714ENW, February 2013, Rev. 1

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Why HP?

Expertise Access to HP R&D engineers, and our massive knowledge base of experience make HP the ideal partner to assist you in elevating your printing and imaging environment.

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