U7882E - HP 5y PickupRtn Notebook 1ywty CPU SVC

U7882E

 
 
Coverage
Coverage
All standard accessories included with the HP base unit part number and all HP supplied internal components, such as HP Jetdirect cards, memory, and CD-ROM drives, are covered under this service.
Not covered under this service are items such as, but not limited to:
Consumables including, but not limited to, batteries and Tablet PC pens Maintenance kits and other supplies Non HP devices
Accessories purchased in addition to the base unit, such as docking stations and port replicators.
Any product previously repaired by an unauthorized technician or user.
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 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.
Service feature highlights
Service feature highlights, header
Remote problem diagnosis and telephone support
Repair at HP designated repair center (materials and parts included)
Return shipment of functional unit back to your location
Flexible shipment options to HP designated repair center
Three business days standard turnaround time (may vary by geographic location)
Standard business hours, standard business days coverage window
Service features
Optional service features
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.
Optional service features, header
Defective media retention
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 any remote or offsite assistance, HP may ask the customer to provide relevant information, start diagnostic tools, and perform other supporting activities at the request of HP. HP will then work with the customer remotely to isolate the hardware problem.
If HP determines that the problem cannot be resolved remotely, HP will direct the Customer to return the defective hardware product to an HP designated repair center, where HP will provide technical support. HP will provide HP supported parts and materials necessary to return the hardware product to operating condition. HP may, at its sole discretion, elect to replace such hardware products in lieu of repairing them.
Replacement parts and products are new or functionally equivalent to new in performance. Replaced parts and products become the property of HP.
In addition, HP may install commercially available engineering improvements on the covered hardware product to enable proper operation of the hardware products and maintain compatibility with HP supplied hardware replacement parts. At its sole discretion, HP may install any firmware updates that, in the opinion of HP, are required to return the covered product to operating condition or to maintain supportability by HP.
An HP authorized courier will return the repaired or replaced product to the customer's location, if it is within the geographic location where the service was provided. Return shipment will be by ground transportation and usually takes between 3 and 7 business days. The customer may request accelerated delivery at an additional charge.
Depending on the purchased service level, HP offers different shipment options for delivering the defective product to the HP designated repair center:
Delivery by the Customer: With this option, the customer is responsible for delivering the defective product to the HP designated repair center. The customer must ensure that the product is appropriately packaged for the chosen method of delivery. Delivery can be in person or by a locally available commercial delivery service.
Pickup by HP: An HP authorized courier will pick up the defective product at the customer's location if the pick-up location is within the geographic location where the service will be provided, and deliver it to the HP designated repair center. It is the customer's responsibility to appropriately package and prepare the product for courier pickup. Service requests must be received before 12:00 p.m. local time to activate same-day pickup. All other service requests will be scheduled for next-business-day pickup.
Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failures and non-availability of parts, which may require additional repair time. Turnaround time is measured in elapsed business days from the time the defective product is received by HP until the time the repaired or replaced product is ready to be shipped back to the Customer. Received by HP means (depending on shipment option used) either:
(1) picked up at the customer's site by an HP authorized courier or (2) received during HP business hours at the HP designated repair center, if delivered or shipped by the customer. Turnaround time does not include the time the repaired or replaced product is in transit back to the customer. If the defective product is received at the HP designated repair center after 5:00 p.m. local time, the three-business-day turnaround time starts with the next business day.
The coverage window specifies the time during which the described services are delivered offsite or remotely. Service is available between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays (may vary by geographic location).
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 a fortuitous incident. Covered perils include non-intentional liquid spills in or on the unit, drops, falls, and electrical surge. This includes damaged or broken liquid crystal displays (LCDs), or broken parts.
Accidental damage protection does not cover theft, loss, damage caused by a vehicle accident or act of God, normal wear, consumables, intentional acts of damage, or other exclusions, as detailed in the ''Service limitations'' section. Major parts replacement is subject to certain limitations as detailed in the ''Service limitations'' section.
Service features, header
Remote problem diagnosis and support
Offsite support and materials
Return shipment
Shipment to the HP designated repair center
Turnaround time
Coverage window
Accidental damage protection
Service limitation
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
For HP business notebook products, major parts replacement is limited to three major parts per product per 12-month period commencing from the Care Pack start date; for all other products, major parts replacement is limited to one major part per product per 12-month period commencing from the Care Pack start date.
For accidental damage protection coverage, major parts include but are not limited to the screen (LCD), DVD/CD-ROM drive, 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.
Service options
Service level options
HP provides a door-to-door service that includes pickup, repair, or replacement of the defective product, and return of the operational product. Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failures, which may require additional repair time.
Turnaround time is measured in elapsed business days from the time the product is picked up at the customer's site, if it is within the geographic location where the service is provided, until the time the repaired 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. Service requests must be received before 12:00 p.m. local time to activate same-day pickup. All other calls will be scheduled for next-business-day pickup. Extended telephone support may be available for selected products (times may vary by geographic location).
Service level options, header
HP Pickup and Return Service
Travel zones
Travel zones
All response times apply only to sites located within 100 miles or 160km of an HP designated support hub.
Travel to U.S. sites located within 200 miles (320 km) of an HP designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP designated support hub, response times will be adjusted and additional travel charges may apply.
For travel to Canadian sites outside the 160 km radius of an HP designated support hub, response times will be adjusted and additional travel charges will be applied.
Travel charges will also apply for any site that requires overnight lodging, non-automobile mode of transportation (i.e., airplane), or extraordinary travel circumstances.
Travel zones and charges may vary in some geographic locations.
 
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.