HP Care Pack Service Level Descriptions for Commercial Products
HP Care Pack Warranty Enhancements
HP care pack provides support services to extend the standard product warranty offered on HP products Australia wide. Warranty includes parts, labour within warranty zones. The standard warranty does not always suit all customers, so HP provides customers the opportunity to increase their warranty coverage through HP care pack/s. Please note standard warranty covers products globally whereas care packs only cover Australia wide.
Benefits of using HP Care Pack
Customers who purchase HP care pack are able to enjoy the following benefits;
peace of mind
maximum uptime and productivity
first class quality support
fixed support budget
HP Care Pack purchase requirements
As coverage starts from the date of product purchase customers must buy a HP care packs warranty enhancement within 90 days of purchasing their HP product (excluding the HP Post Warranty Care Pack). HP care packs (excluding the HP Post Warranty Care Pack) cannot be purchased after the 90 day period. HP Support can either be arranged after the 90 day period either through the purchase of a HP Post Warranty HP care pack or by calling HP to arrange a support contract.
HP Care Pack general terms and conditions
Please download from the HP Care Pack page on POL:
www.hp.com.au/pol
Contact Details;
Information on HP care pack pricing and service levels- 13 23 93b
elp with Care Pack ordering- 1800 500 255
HP Care Pack service level descriptions- short format.
For full details for each service level description please visit the HP Care Pack page on POL
UEx- Unit Exchange (faulty unit is replaced with a permanent replacement product).
Life Parts- Lifetime parts replacement (HP will supply the customer with a replacement part in exchange for a defective part throughout the support life of the products, some part restrictions apply).
HP Next Day Exchange- provides a permanent replacement unit at the customer’s site within the next business day metropolitan areas.
Replacement- The item is warranted against manufacturing defects in material or workmanship only.
Return to Depot- This package includes offsite hardware support at a authorised Repair Centre during business hours of 8.30am to 5.30pm Monday to Friday excluding public holidays with a standard Turn-Around-Time of 3 full business days on receipt of the equipment from the customer. After remote diagnosis and support the customer will deliver the faulty unit to the Repair Centre. Hp will return the repaired or replaced unit to the customer. Turn-Around-Time is measured when the unit arrives at the repair centre until it is ready for return-shipment to the customer.
Pick Up and Return- This package includes offsite hardware support at a HP authorised Repair Centre during business hours of 8.30am to 5.30pm Monday to Friday excluding public holidays with a standard Turn-Around-Time of 3 full business days on receipt of the equipment from the customer. After the remote diagnosis and support HP will pick up the faulty unit at the customer site. HP will return the repaired or replaced unit to the customer.
Next Day Exchange- After remote diagnosis and support HP will if necessary ship a replacement unit to the customer by the next contracted business day. The customer will return the faulty unit using the pre-paid shipment label and container provided by HP together with the replacement unit. Please note that calls must be logged by 2.30pm for next day service.
Next Day Onsite- This package includes on-site hardware support with a 4-hour response time and a delivery window of 9 hours during business hours of 8.30am to 5.30pm Monday to Friday excluding public holidays. An engineer will be scheduled to attend customer site if necessary by 5pm of the next day after the calls was logged Monday to Friday, business hours. Call must be logged before 15:00 on the previous day.
4hr 9 x 5 Onsite- This package includes on-site hardware support with a 4-hour response time and a delivery window of 9 hours during business hours of 8.30am to 5.30pm Monday to Friday excluding public holidays. His service is available to customers located within 80km of the GPO in Melbourne, Sydney, Adelaide, Perth, Brisbane, Darwin, Canberra, Hobart and Newcastle, however if this service is required outside this distance or in regional locations, please contact HP Customer Support for a contract service quotation
4hr 24 x 7 Onsite- This package includes on-site hardware support with a 4-hour response time and a 24x7 delivery window including public holidays. This service is available within 80km of the GPO in Melbourne, Sydney, Adelaide, Perth, Brisbane, Darwin, Canberra, Hobart and Newcastle.
6hrCTR- HP 6 Hour Call-to-Repair- This package includes on-site hardware support with a 6-hour committed repair time (Call-to-Repair) and a 24x7 delivery window including public holidays. Limited geography coverage (80kms for capital cities)
Assured printing Support- A HP Customer Engineer (CE) is immediately engaged and if necessary sent to the Customer site to begin the on-site repair within 2 hours of the call being logged with HP’s Customer Care Centre. HP will make all reasonable efforts to correct the fault (if any) within the 6-hour resolution commitment. Please note that HP reserves the right to provide an HP owned loaner unit to meet the resolution commitment. All calls for the above services in Australia must be received by 3.00pm for the same day service to be available. This service is available during coverage hours of 8.30am to 5.30pm, Monday through Friday, excluding HP holidays.
HP Somersault Phone in Assistance- Provides 1 yea, 7 x 24 phone assistance for Somersault SAP Windows 2000 application.
HP care pack plus maintenance Kit- This service includes 1 maintenance kit and 3yrs Next Day Onsite hardware response for monochrome HP laserjet, HP Colour Laserjet printers and HP Designjets. The HP care pack Plus Maintenance Kit is for customers who want the security that comes from maintenance and quick response for hardware repairs.
HP care pack Post Warranty- This service was created for customer where their HP warranty or HP care pack has expired. It provides 1 year support for selected.
Installation- The package will provide for the basic installation of either a product or technology. It will include a call from an HP service specialist to ensure any service prerequisites are met and to schedule the date of the delivery of the service, which consists of: the customer installation and/or software, configuration/reconfiguration activities and a knowledge transfer to the customer. The specific activities to be performed will be denoted in the Customer Service Description and/or data sheet documents and will be reflected in the associated Service Delivery Guide.
Installation and Startup- The package will provide for the customer installation and startup of either a product or technology. It will include a call from an HP Service Resources to ensure and pre-requisites are met and to schedule the date of the delivery of the service, which consist of: the custom installation of hardware and/or software, configuration/reconfiguration activities and a knowledge transfer to the customer. The specific activities to be performed will be denoted in the Customer Service Description and/or data sheet documents and will be reflected in the associated Service Delivery Guide.
Geographical Coverage Zones for HP Care Pack- For full details on Geographical Coverage and Zones please visit the HP Care Pack page on POL.
For Onsite Response:
4-hour response- The customer must be located within 80km of the nearest Authorised Service Provider.
2-hour response- The customer must be located with 20km of the CBD of a capital city.
Call to Repair (CTR)- The customer must be located within 80km of the CBD of a capital city.
If service is required outside these distance, or in regional locations, please contact HP Customer Support for a contract service quotation.
HP CARE PACK SERVICE LEVEL DESCRIPTIONS FOR CONSUMER PRODUCTS
HPCare Pack and Standard Warranty Definitions for Consumer Products
Return to Depot- The package include includes offsite hardware at a HP authorised Repair Centre during business hours of 8.30am to 5.30pm Monday to Friday excluding public holidays with a standard Turn-Around-Time of 3 full business days on receipt of the equipment from the customer. After remote diagnosis and support the customer will deliver the faulty unit to the Repair Centre. HP will return the repaired or replaced unit to the customer. Turn-Around-Time is measured from when the unit arrives at the Repair Centre until it is ready for return-shipment to the customer.
Next Day Exchange- After remote diagnosis and support HP will if necessary ship a replacement unit to the customer by the next contracted business day. The customer will return the faulty unit using the pre-paid shipment label and container provided by HP together with the replacement unit. Please note that calls must be logged by 2.30pm for next day service.
3 day onsite- Customer contacts HP customer care and HP will arrange for an authorised HP representative to arrive at the customer’s location and begin hardware repair service within 3 business days.
Installation- The package will provide for the basic installation of either product or technology. It will include a call from a HP service specialist to ensure any service prerequisites are met and to schedule the date of the delivery of the service, which consists of: the basic installation of hardware and/or software per the product documentation.
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