| Optional Service Features - Defective media retention |
For eligible products, this service feature option allows the customer to retain defective hard disk drive components that the customer does not want to relinquish due to sensitive data contained within the disk (''Disk Drive'') covered under this service. All Disk Drives on a covered system must participate in the defective media retention. Notwithstanding anything to the contrary in this document or the HP Single Order Terms for Support, HP waives the right to take possession and title of a defective Disk Drive covered by the defective media retention service feature option in the event a replacement Disk Drive is provided by HP to the customer. The customer will retain all defective Disk Drives supported by HP under the HP support agreement. |
| Service Level Options - Covers all parts and labor needed to repair your HP product or replacement if it cannot be repaired |
HP provides a return service that includes repair or replacement and return of the defective product, including all parts, labor, and freight. By selecting the HP Return Service option, the Customer assumes responsibility for packaging and shipping or delivering the defective product to an HP designated repair center.HP will return the repaired or replaced product to the customer's site, if it is within the geographic location where the service is provided. Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failure, which may require additional repair time.Turnaround time is measured in elapsed business days from the time the product is received at an HP designated repair center until the time the repaired or replaced product is ready to be returned to the customer. Turnaround time does not include the time required to return-ship the repaired or replaced product. The customer may request expedited return shipment for an additional charge, which will be billed to the customer.The customer may call the HP Customer Support Center between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Extended telephone support may be available for selected products (times may vary by geographic location). |
| Service Limitations |
Activities such as, but not limited to, the following are excluded from this service: Backup, recovery and support of the operating system, other software, and data Troubleshooting for interconnectivity or compatibility problems Services required due to failure of the customer to incorporate any system fix, repair, patch, or modification provided to the customer by HP Services required due to failure of the customer to take avoidance action previously advised by HP Services that, in the opinion of HP, are required due to unauthorized attempts by non HP personnel to install, repair, maintain, or modify hardware, firmware, or software Services that, in the opinion of HP, are required due to improper treatment or use of the product User preventive maintenance Limitations to the defective media retention service feature option The defective media retention service feature option applies only to Disk Drives diagnosed by HP as defective during the remote problem diagnosis. It does not apply to any exchange of Disk Drives that have not failed. Failure rates on hard drives are constantly monitored, and HP reserves the right to cancel this service with 30 days' notice if HP reasonably believes that the customer is overusing the defective media retention service feature option (such as when replacement of defective hard drives materially exceeds the standard failure rates for the system involved). HP SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE CONTENTS OF OR THE DESTRUCTION OF ANY DISK DRIVE RETAINED BY THE CUSTOMER. NOTWITHSTANDING ANYTHING IN THE HP SINGLE ORDER TERMS FOR SUPPORT OR THE TECHNICAL DATA SHEET TO THE CONTRARY, IN NO EVENT WILL HP OR ITS AFFILIATES, SUBCONTRACTORS, OR SUPPLIERS BE LIABLE FOR ANY INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOSS OF OR MISUSE OF DATA UNDER THIS DEFECTIVE MEDIA RETENTION SERVICE. Exclusions to the accidental damage protection service feature option Accidental damage protection does not cover the following: Damage caused by failure to adhere to manufacturer's recommended maintenance or operating specifications Damage due to war or nuclear incident, terrorism, vehicle accident, or act of God, unauthorized attempts to repair the product, or use of damaged or defective media Data loss or corruption; business interruptions; obsolescence; cosmetic damage; rust; change in color, texture, or finish; wear and tear; gradual deterioration Error in product design, construction, programming, or instructions Fraud, theft, unexplained or mysterious disappearance, misuse, abuse, or willful act Alteration or modification of the product in any way |
| General Provisions |
Service is limited to eligible U.S. major metropolitan areas, including parts of Alaska. Add one (1) to two (2) days to the turnaround time for service in Alaska. Please check with a local HP authorized representative to find out whether a specific location is eligible for this service. HP Pickup & Return service level is not available in Hawaii or Puerto Rico. |
| Customer Responsibilities |
If required by HP, the customer or HP Authorized Representative must register the hardware product to be supported within ten (10) days of purchase of this service, using the registration instructions within the Care Pack or the e-mail document provided by HP, or as otherwise directed by HP. In the event a covered product changes location, registration (or a proper adjustment to existing HP registration) is to occur within ten days of the change. Upon HP request, the Customer will be required to support the HP remote problem resolution efforts. The Customer will: Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility Start self-tests and install and run other diagnostic tools and programs Perform other reasonable activities to help HP identify or resolve problems, as requested by HP The customer must ensure that the product is appropriately packaged and prepared for pickup or the chosen method of delivery or shipment to the HP designated repair center. HP may require the customer to include a print-out of any previously conducted self-test results together with the defective product. It is the customer's responsibility to remove all personal and/or confidential data from the defective product before it is returned to an HP designated location for repair or replacement; HP is not responsible for data stored on the returned product. With the defective media retention service feature option, in addition to the above customer responsibilities, customer must: Remove all Disk Drives before the defective product is returned to an HP designated location for repair or replacement; HP is not responsible for data contained on Disk Drives Ensure that any customer sensitive data on the retained Disk Drive is destroyed or remains secure Provide HP with identification information for each Disk Drive retained hereunder and execute and return to HP a document provided by HP acknowledging customer's retention of the Disk Drives Destroy the retained Disk Drive and/or ensure that the Disk Drive is not put into use again Dispose of all retained Disk Drives in compliance with applicable environmental laws and regulations For Disk Drives supplied by HP to the customer as loaner, rental, or lease products, the customer will promptly return the replacement Disk Drives at the expiration or termination of support with HP. The customer will be solely responsible for removing all sensitive data before returning any such loaned, rented, or leased Disk Drive to HP. |
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Computer Systems
