H5465A - HP 3y Nbd Exch LsrJet 11/13xx/P2015 SVC


Related products
Service feature highlights
Service feature highlights, header
Remote problem diagnosis and technical telephone support
Hardware exchange
Prepaid shipping label, materials, and instructions for return
Standard coverage window
Access to electronic support information and services
Service features
Service features, header
Remote problem diagnosis and support
Hardware exchange
Prepaid shipping label, materials, and instructions for defective unit return
Coverage window
Access to electronic support information and services
Service features
When experiencing a problem, the Customer must first place a call to a designated support telephone number. HP will provide basic telephone technical assistance with installation, 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.
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.
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.
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 through international customs. At HP’s discretion, HP may elect to collect failed product at the Customer's location (may vary by geographic location).
At HP’s discretion, HP may elect to collect failed product at the Customer's 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 the coverage 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.
As part of this service, HP provides access to certain commercially available electronic and Web-based tools. The Customer has access to:
Certain capabilities that are made available to registered users, such as downloading selected HP software and firmware patches, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users
Expanded Web-based searches of technical support documents, to facilitate faster problem-solving
Certain HP proprietary service diagnostic tools with password access
Support Case Manager, a tool for submitting questions directly to the HP Solution Center. Support Case Manager helps to resolve problems quickly with a pre-qualification process that routes the support or service request to the engineer qualified to answer the question. The tool also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone.
''HP Live'' functionality for communicating directly with an online HP support engineer during standard HP business hours, 8:00 a.m. to 5:00 p.m. local time, Monday through Friday excluding HP holidays. Through sharing browser content, the HP support engineer will help navigate to the appropriate online content that may help resolve the problem. This real-time online help can be accessed via the ''HP Live'' button on selected Web pages.
Search of HP and third-party hosted knowledge databases for certain third-party products in order to retrieve product information, get answers to support questions, and participate in support forums
Optional service features, header
Accidental damage protection
Optional service features
For eligible products, specific service levels may be offered with accidental damage protection. Where accidental damage protection applies, the Customer receives protection against accidental damage to the covered hardware product as part of this service.
Accidental damage is defined as physical damage to a product caused by or resulting from an accidental incident. Covered perils include fire, non-intentional liquid spills in or on the unit, drops, falls, collisions, and electrical surge. This includes damaged or broken LCDs (liquid crystal displays) or broken parts.
Accidental damage protection does not cover theft, loss, normal wear, consumables, intentional acts of damage, or other exclusions, as detailed in the ''Service limitations'' section.
Major parts replacement, as detailed in the ''Service limitations'' section, is limited to one each per year. The unit may need to be repaired or replaced at an HP designated location, since not all replacement parts may be available locally.
Service options
Service level options, header
Next-business-day onsite shipment, standard business hours (9x5)
Normal product lead time onsite shipment, standard business hours (9x5)
Service level options
For calls received before 2:00 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 coverage 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 coverage day and serviced within the following coverage day.
A replacement product will be delivered by 10:30 a.m. local time in most areas.
Delivery time may vary based on geographic location.
For calls received before 2:00 p.m., HP will ship a replacement product within the normal product lead time to the Customer’s site for delivery within 3 to 5 coverage days 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 coverage day and serviced within the following 3 to 5 coverage days.
Service limitation
Service limitations
At the discretion of HP, service will be provided using a combination of remote diagnosis and support, shipment of a replacement product, or other service delivery methods. Other service delivery methods may include the shipment of customer-replaceable parts, such as a keyboard, mouse, or other parts classified as Customer Self Repair parts. HP will determine the appropriate delivery method required in order to provide effective and timely Customer support.
Activities such as, but not limited to, the following are excluded from this service:
Diagnosis or maintenance at the Customer site (if onsite diagnosis or maintenance is required and requested, the Customer will be billed at standard HP service rates)
Setup and installation of the replacement product at the Customer site
Recovery and support of the operating system, other software, and data
Troubleshooting for interconnectivity or compatibility problems
Support for network-related 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 improper treatment or use of the product
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 User preventive maintenance
The Customer's requested ship-to or pickup location must not require HP to ship replacement or replaced products or parts through international customs.
Geographic coverage may vary.
Exclusions to accidental damage coverage
Accidental damage protection does not provide coverage for:
Damage caused by failure to provide manufacturer's recommended maintenance or operating specifications Damage due to war or nuclear incident, terrorism, unauthorized attempts to repair the product, 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 design, construction, product programming, or instructions to the product. Fraud, theft, unexplained or mysterious disappearance, misuse, abuse, or willful act.
Alteration or modification of the product in any way
Major parts replacement is limited to one each per year. 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.
The cost to repair a major part after the limit of one event per year has been reached will be charged on a time-and-materials basis
Customer responsibilities
Customer responsibility
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 each package or e-mail document, 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.
The Customer will be required, upon HP request, to support HP's 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
For selected products, the Customer must inform HP of all configuration requirements for the replacement product prior to commencement of service and must document such configuration requirements on each service request order form.
At the time of the service request, the Customer must provide a credit card number or purchase order number to HP.
The Customer must ship the defective product or parts to HP within 3 business days of receipt of the replacement product/parts and must obtain a prepaid insurance receipt, to be retained by the Customer as proof of shipment to HP. If the defective product or part is not received by HP within 10 business days of the Customer’s receipt of the replacement product, the Customer will be charged the replacement product’s list price.
Replacement products will usually be delivered to and defective products will be picked up from the Customer’s reception desk or goods reception area if the specified Customer address is a business address. The Customer must acknowledge the receipt of the replacement product by signing the freight carrier air bill at the time of delivery.
It is the Customer’s responsibility to:
Maintain a current backup copy of the operating system, development program, and all other applicable software programs and data
Restore software and data on the unit after the repair or replacement
Install the user application software and ensure that all software is appropriately licensed
The Customer is responsible for installing, in a timely manner, critical customer-installable firmware updates, as well as customer-replaceable parts and replacement units delivered to the Customer.
The Customer is responsible for registering to use HP's electronic facility in order to gain access to restricted product information and to receive proactive notification or other services available to the Customer.
This service provides coverage for all standard accessories included with the HP base product part number and all HP-supplied internal components (such as HP Jetdirect cards, memory, and CD-ROM drives).
Consumable items including, but not limited to, batteries and Tablet PC pens, maintenance kits and other supplies, non-HP devices, and accessories purchased in addition to the base product, such as docking stations and port replicators, are not covered by this service.
Service is limited to the continental United States and selected areas of Alaska and Hawaii. Most areas within the continental United States can be serviced the next day. Add 1 to 2 days for service in Alaska and Hawaii.
Customers may check with a local HP authorized representative to find out whether their product or location is eligible for this service.
Coverage limitations One-time Hardware Replacement: For selected Care Packs, service coverage is limited both by a length of time as well as by a usage limit of the hardware exchange service feature. For one-time hardware replacement, all service coverage (including remote support) will terminate when the covered hardware is exchanged or when the term expires, whichever occurs first.
Legal Disclaimer

The information contained in this document is subject to change with or without notice. Hewlett Packard makes no warranty of any kind with respect to this information. Hewlett Packard specifically disclaims the implied warranty of merchantability and fitness for a particular purpose. Hewlett Packard shall not be liable for any direct, indirect, incidental, consequential, or other damage alleged in connection with the furnishing or use of this information.