Brief
HP Onsite Services HP Care Pack Services for Printing and Imaging
Help reduce costs and minimize downtime with convenient, expert onsite hardware services More and more organizations are now looking for high-quality services that reach beyond the standard warranty—exactly what they get from HP onsite hardware services. Products such as HP LaserJet and multifunction printers, with their ability to provide network and color printing, plus fax, scan, copy, and print, have become central to today’s IT and business operations. And HP onsite services can help reduce the risk of unbudgeted repair costs and provide expert repair if a hardware problem does occur.
How it works If a problem occurs with an HP printer, you just call the HP Solution Center (1-800-633-3600) or log a case to initiate service. 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. • 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, an HP employed service technician1 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 diagnostics.2 • 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.
Brief | Onsite Services for Printing & Imaging
Features • Service delivery performed by an HP employed service technician1 Priority access to toll-free technical phone support • Comprehensive troubleshooting and diagnostics to accurately identify problems and make quick repairs • All necessary parts, materials, and labor2 • Your choice of service levels, terms, and coverage • Escalation management for complex problems • Work to completion—service continued until your printing products are operational • Onsite services cover all HP branded components including HP Jetdirect network components, memory components, and attached HP branded accessories such as paper trays, duplex units, and hard disks.2
Benefits • Can help reduce unbudgeted repair costs • Improved operations • Increased staff productivity • Convenient, responsive service delivered onsite at your location • Quick repairs and expert service delivery by HP authorized and trained technicians • Reliable and consistent service delivery across branch/remote office locations
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Flexible service levels to help meet your requirements HP understands that not all businesses and environments have identical requirements. HP offers an impressive level of flexibility that makes it easy to select a Care Pack Service package that’s right for you. With HP Care Pack Onsite Services for Printing and Imaging, you can choose: The right term • 1, 2, 3, 4, or up to 5 years The right hours • Standard: Monday—Friday, 8 a.m. to 5 p.m. local time, excluding HP holidays3 • Extended: Monday—Friday, 8 a.m. to 9 p.m. local time, excluding HP holidays3 The right response time • Call to Repair with Defective Media Retention Call to Repair support instantly promotes customers to the highest level of support service and priority. Customers will rest assured knowing that HP will make best effort to return your printer to operating condition within a committed next business day or 2nd business day window.4 In order to accomplish this 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.
The service includes all parts, materials, and labor, along with technical phone support, troubleshooting, and diagnostics.2 For more information, please refer to the HP Call to Repair Service Brief. • Same day 4-hour onsite response standard hours An HP employed service technician1 arrives at your site to begin hardware maintenance service within 4 hours after receiving your call. Service calls received after 1 p.m. local time may be carried over to the next coverage day. • Same day, 4-hour onsite response extended hours An HP employed service technician1 arrives at your site to begin hardware maintenance service within 4 hours after receiving your call. Service calls received after 5 p.m. local time may be carried over to the next coverage day. • Next business day onsite response standard hours An HP employed service technician1 arrives at your site to begin hardware maintenance service the next day after your call is received. Service calls received outside the coverage window may be carried over to the next coverage day.
Brief | Onsite Services for Printing & Imaging
Distance from HP designated support hub (Contact your HP Representative for support hub details)
Next-business-day call to repair
Second-business-day call to repair
0–50 miles (0–80 km)
Next Business Day
Second Business Day
50–100 miles (80–160 km)
Next Business Day
Second Business Day
Beyond 100 miles (160 km)
Not available
Not available
Parts and materials 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 equivalent to new in performance.2
Care Pack Service ordering process
Work to completion Once an HP employed service technician1 arrives onsite, the service 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.
When HP receives a Care Pack Service order via the Web, over the phone, or from your preferred HP reseller, HP will e-mail you a welcome letter that includes instructions on how to register your Care Pack Service for service entitlement, the service telephone number to call, terms and conditions, and other pertinent information.
Delivery specifications Remote problem diagnosis and support If a problem arises, HP Care Pack Service customers have the option to call the HP Support Center or log a case using our full service website. • Call the HP Support Center at 1-800-6333600 (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. The HP Support Center provides a one-stop shop for customers contain 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. Once a case has been opened, HP will work with you during the “coverage window” to isolate the hardware problem and to remotely troubleshoot, remedy, and try to resolve the problem. HP retains the right to determine the final resolution of all reported problems. Onsite hardware support For technical hardware issues that cannot, in HP’s judgment, be resolved remotely, an HP employed service technician1 will provide onsite technical support on covered hardware products to return them to operating condition. For certain printers 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.
Travel zones All hardware onsite response times apply only to sites located within 100 miles (160 km) of a primary HP support hub. Travel to sites located within 200 miles (320 km) of a primary HP support hub is provided at no additional charge. If a site is located more than 200 miles (320 km) from the primary HP support hub, there will be an additional travel charge. The call-to-repair time commitment is available for sites located within 100 miles (160 km) of a primary HP support hub however it is not available for sites located more than 100 miles (160 km) from an HP designated support hub.
To order an HP Care Pack Service, contact your preferred HP reseller, order via the Web using HP Care Pack Central at hp.com/go/cpc, or call 1-800-277-8988.
Care Pack Service registration HP Care Pack Services must be “registered” to be activated and to convey immediate entitlement of complete service when a service call is placed or when service is needed. To register a Care Pack Service, use any of the following methods: • Via the Web: hp.com/go/cpc • Assistance via phone: 1-800-407-6210 or email
[email protected] For a list of available service levels by specific printer product, visit Care Pack Central
hp.com/go/cpc
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Brief | Onsite Services for Printing & 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 4
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
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For more information
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 learn more about HP Installation Services for Printing and Imaging, as well as other related services from HP, contact your local HP preferred reseller or HP sales representative, visit our Web site at hp.com/services/printercarepack, or call 800-277-8988.
To identify the service availability for a specific HP printer, access the HP Care Pack Central at hp.com/go/cpc
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Financial strength HP has the resources to provide financing and procurement options that are right for your organization.
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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.
4AA4-5464ENW, February 2013
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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. Onsite service level may not be available in all geographies. In some instances, onsite services may be performed by an HP Authorized Service Technician. 2 HP onsite service does not include consumable items, such as printer cartridges, batteries, maintenance kits, and other supplies; user maintenance; and non-HP devices. 3 HP Holidays (US): New Year's Day, Martin Luther King Day, president's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday following Thanksgiving, Christmas 4 Service level varies by printer model and geographies. Please check with HP representative on details.
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