Hardware Support Services

Technology Services

Services information

Productivity-enhancing services with flexible coverage and response-time options

Increase equipment availability and productivity with quality remote and Onsite support for your HP-branded hardware, as well as selected multivendor equipment. HP Hardware Support Onsite covers desktops, workstations, servers, storage systems, notebooks and laptops, handhelds, network equipment, and printing and imaging devices.

This flexible service lets you choose the response times, coverage windows, and service periods that meet your specific requirements, while delivering consistently high value for your support dollars.

Choose HP Hardware Support Onsite when you need to:

• Improve hardware performance and uptime
• Enhance the return on your HP and multivendor hardware investments
• Enjoy consistent service coverage for key systems and devices across geographically dispersed sites

Service highlights

• Remote problem diagnosis and support - HP Services uses electronic remote support tools to isolate your problem and facilitate resolution.

• Onsite hardware support - For issues that cannot be resolved remotely, HP Services delivers Onsite technical support to return your covered hardware to operational condition, repairing or replacing components or entire units as necessary. Your coverage includes all required parts and materials.

• Coverage window options

  • Standard business hours, standard business days: Service is available 8:00 am - 5:00 pm, Monday through Friday, excluding holidays.
  • Extended business hours, standard business days: Service is available 8:00 am - 9:00 pm, Monday through Friday, excluding holidays.
  • 24x7: Service is available round-the-clock, including all holidays.
     

• Onsite response-time options

  • Next business day response: An authorized HP Services representative arrives at your site the next day after your call has been logged and for which you have a contracted service window.
  • 4-hour response: An authorized HP Services representative arrives at your site within 4 hours after your call has been logged, if this time falls within your contracted service window.
     

• Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties.
  
  

• Optional Defective Media Retention Service - A standard hardware warranty or service contract requires payment for a replacement part if a defective one is not returned to HP. This option lets you protect sensitive data by keeping your defective disk, without paying for the replacement.

Mature product support

HP Mature Hardware Onsite Support Service (PDF) provides problem diagnosis and onsite hardware support for selected products that have reached HP’s end-of-supportability status. Flexible response-time and coverage-window options help you address your specific mature product support needs.

Available for*:

• PA-RISC-based servers
• Itanium-based servers
• AlphaServer systems
• ProLiant & IA-32 servers
• Networked storage
• Switches and hubs
• UNIX server connectivity

* Please note: Not all service-level options are available for all products.