Hardware Support Services

HP Services portfolio

Services information

Door-to-door service - plus cost-saving accidental damage protection

This convenient service includes telephone support; pick-up of your failed HP-branded hardware unit; repair or replacement at an HP-designated repair center; and return of the operational unit to you.

In addition, the service's Accidental Damage Protection helps you avoid repair or replacement costs due to mishaps that occur during normal operation of your mobile and desktop devices.

Choose HP Hardware Support Onsite - Pick-Up and Return Service when you need to:

• Quickly access remote problem diagnosis and technical support
• Improve uptime and productivity with prompt pick-up and repair services
• Obtain consistent, expert hardware support backed by HP

Service highlights

• Remote problem diagnosis and support - HP Services works with you to isolate hardware problems and help with product installation, configuration, setup, and problem resolution.

• Repair center support - For issues that cannot be resolved remotely, an HP-authorized representative at an HP-designated repair center provides technical support on the failed hardware product, repairing or replacing components or the entire unit as necessary. Your coverage includes all required parts and materials. Normal repair time is 3 HP working days; this does not include the time required to return-ship the repaired or replaced product.

• Pick-up by HP - An HP-authorized courier picks up your failed equipment at your site and delivers it to the HP-designated repair facility.

• Return shipment - An HP-authorized courier returns the repaired or replaced equipment to your location. Return shipment is by first-class ground transportation and usually takes between 3 and 7 days. You may request accelerated delivery for the actual additional cost of the shipment.

• Standard business hours coverage - Service is available 9:00 am - 5:30 pm Monday through Friday, excluding holidays.

• Accidental damage protection - Examples of accidental damage against which you are protected include: liquid spills, drops, falls, collisions, electrical surges, damaged or broken LCD, or any accidental breakage. Your unit may have to be repaired or replaced at an HP-designated location, as not all replacement parts may be available locally.