| Optional Service Features |
In addition to defective media retention, this service feature option allows the Customer to retain additional components that have been designated by HP as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in the comprehensive defective material retention. The components that can be retained under this service feature are outlined in the document located at www.hp.com/services/cdmr. A call-to-repair time commitment may be selected for eligible products in lieu of an onsite response time. For critical incidents (severity 1 or 2) with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to return the covered hardware to operating condition within the specified call-to-repair time commitment. For noncritical incidents (severity 3 or 4), or at the Customer's request, HP will work with the Customer to schedule an agreed-upon time for the remedial action to commence, and the call-to-repair time commitment will then start at that time. Incident severity levels are defined in General Provisions.' Call-to-repair time refers to the period of time that begins when the initial call has been received and acknowledged by HP, as specified in General Provisions."Call-to-repair time ends with HP's determination that the hardware is repaired or when the reported event is closed with the explanation that HP has determined it does not currently require onsite intervention. Call-to-repair times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window. Call-to-repair time options available for eligible products are specified in the service-level options table.All CTR times are subject to local availability. Contact a local HP sales office for more info. Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced. HP is not liable for any lost data, and the Customer is responsible for implementing appropriate backup procedures. Verification by HP may be accomplished by the completion of a power-on self-test, standalone diagnostic or visual verification of proper operation. To support HP call-to-repair time commitments, an inventory of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an HP designated facility. These parts are managed to allow for increased inventory availability and are accessible to HP authorized representatives responding to eligible support requests. |
| Service Limitations |
Data loss or corruption; business interruptions; obsolescence; cosmetic damage; rust; change in color, texture, or finish; wear and tear; gradual deterioration Services required due to failure of the Customer to take avoidance action previously advised by HP Damage due to war or nuclear incident, terrorism, unauthorized attempts to repair the product, use of damaged or defective media For the nc/nx/nw/TC11xx/TC4xxx product families, major parts replacement is limited to three each per year; for all other products, major parts replacement is limited to one each per year. Error in design, construction, product programming, or instructions to the product Damage caused by failure to provide manufacturer's recommended maintenance or operating specifications Fraud, theft, unexplained or mysterious disappearance, misuse, abuse, or willful act Accidental damage protection does not cover the following: Support for network-related problems For accidental damage protection coverage, major parts include but are not limited to the screen (LCD), DVD/CD-ROM, motherboard, processor, hard disk drive, and memory. Once the specified limit is reached, the cost of repair for a major part will be charged on a time-and-materials basis. Alteration or modification of the product in any way Exclusions to the accidental damage protection service feature option Services required due to failure of the Customer to take avoidance action previously advised by HP Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP Exclusions to the accidental damage protection service feature option |
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Computer Systems
