HP Care Pack Services Part of the HP Smart Office Portfolio. Making IT easier to own

Transcription

1 HP Care Pack Services Part of the HP Smart Office Portfolio Making IT easier to own

2 HP Care Pack Services Technology should be easy to buy and it should be easy to own. With HP Care Pack Services, part of the HP Smart Office Portfolio, you can simply choose how to extend or upgrade your product warranty with a wide range of cost-saving support packages at fixed prices. Smarter, simpler, safer Today in business, there is huge reliance on technology investments. That s why it s so important to purchase dependable technology, and it s equally important to ensure your technology remains available and operating at peak performance. HP Care Pack Services allow you to extend or upgrade your standard product warranties so that in the event of fault or failure your PCs, printing and imaging products, servers and storage products will be back up and running when you need them. It s a smarter, simpler and safer way to take full advantage of business technology. Plan, use, protect With HP Care Pack Services, you can plan for easier IT ownership, make full use of our support expertise, and protect your business and IT investments. These fixed-price service packages let you select service levels, hours of coverage and response times to suit your business and technology requirements. You can choose a product exchange service, pick-up and return services, or on-site support available through and backed by our trained and certified network of talented and local partners. Focus on business Every step of the way, HP and our partners are dedicated to simplifying your IT ownership experience; so you can stay focused on getting great business results. The HP Smart Office Portfolio delivers: Smart advice Access HP s and our partners expertise, as well as local resources that understand your needs. Smart technology Choose from the broadest range of reliable products and solutions, ideal for your business needs. Smart services Cut complexity with ongoing, dependable service and support. 2

3 It s easy to choose support for any HP product We are guided by your need to focus on your business. That s why the HP Care Pack Services portfolio is so simply structured*. Choose from five categories of service: Startup implementation services With these services, you can save yourself the time and trouble of performing your own installation, education, integration, startup and implementation. Also ask us to create server racks and clusters. Hardware support services First we ll try to resolve a hardware problem by remote diagnosis, and we may send a replacement part. In many cases, remote diagnosis achieves an immediate solution. If not, we can come to your site to repair the hardware. Software support services Similarly, we offer software support by telephone and, if the problem can t be solved remotely, we send an expert. Premium hardware/software support services These services are designed to protect your entire server, software and storage environment, maximising utilisation and uptime while minimising your cost of ownership. Mission-critical support services For systems and data that are critical to your business, choose the support services that deliver true collaboration between your experts and our own. Education services Choose between two different HP Education Services. The HP Care Pack Total Education Service is a flexible, economical way to buy training, as it provides credits you can use for any HP courses. The HP Care Pack Technology-Specific Service provides training on technology refreshes and migration. Learn more at and Why choose HP Care Pack Services? Ensure maximum uptime and availability Cut the cost of downtime Achieve highest return on your IT investments Maintain the lowest total cost of ownership Stay focused on your business * HP Care Pack Services are globally consistent support offerings, and from time to time are subject to availability. 3

4 Frequently asked questions Which HP Care Pack do I choose? It s easy. HP Care Pack Services are linked to different HP products. Simply find the table in this brochure that refers to your HP product, and see at a glance the HP Care Pack choices for that particular product. Then visit for all the details. I bought my HP product a few weeks ago. So can I buy an HP Care Pack now? Yes. You can buy an HP Care Pack as long as your HP product is still under standard warranty. Your product will be covered from its day of purchase, even if you buy the HP Care Pack a few weeks later. Can I buy an HP Care Pack that lasts several years? * Yes, you can get up to five years of cover from day one. Simply buy a 1-year or 2-year post-warranty HP Care Pack** at the same time as you buy your HP product giving you cover for the standard warranty period (vary from 1 or 3 years) plus an extra 1 or 2 years. Or you can buy a post-warranty HP Care Pack when your standard warranty ends. Can I extend the HP standard warranty cover?* Certainly. Take a look in this brochure at the different types of HP Care Pack Services available for your HP product. Decide which one meets your specific needs. If your HP product is still under standard warranty, buy a 3-year HP Care Pack. If your HP standard warranty has expired, buy a 1-year or 2-year post-warranty HP Care Pack**. Can someone install and configure my HP product? Of course. From the tables inside this brochure, simply choose the installation and configuration HP Care Pack that s designed for your particular HP product. Are HP Care Pack Services easy to buy? Yes. You can buy HP Care Pack Services online at or contact your local HP Preferred Partner. Are HP Care Pack Services easy to use? Yes. You ll receive an electronic or actual booklet, which explains how to obtain your chosen repair and maintenance service, and explains how to register. Service cover is initiated once you have registered your HP Care Pack. Is it easy to register? Yes, registration is easy to complete on the web. If you have purchased an electronic pack (E-version), you will receive an with your secure web link unless your HP preferred partner has already completed the registration for you. If you have purchased a printed booklet (A-version), go to to register and activate your HP Care Pack. * May not apply to BCS Servers. Please ask your local HP Preferred Partner for more information. ** The product must be defect-free and supported by HP. 4

5 Service levels glossary Startup implementation services Installation Only Basic hardware installation service. Installation on Startup Basic hardware and on-site installation service on product startup. Installation and Network Configuration An HP-authorised representative installs and configures products on-site during service hours. Hardware support services Return Service to HP Provides remote telephone support and off-site repair/ replacement at an HP-designated repair centre. Choice of shipment options. Pick-up and Return Value-priced, door-to-door hardware service, including telephone support, hardware pick-up, repair/replacement at an HP-designated repair centre, and return. Can also include Accidental Damage Protection. Next Business Day Exchange Replacement hardware is a cost-efficient alternative to on-site repair. Shipping costs are included. Ideal for non-critical products, and when data is easily restored from back-up devices. Next Business Day On-site Similarly, if the problem cannot be resolved by remote diagnosis, an HP-authorised representative comes to your site. On-site hardware maintenance is provided only in standard weekday business hours (8am to 5pm, 5 days per week), excluding holidays. 4-Hour, 13x5, Same Business Day On-site If remote diagnosis does not solve the problem, we begin on-site hardware maintenance within 4 hours of your logged call, but only during extended weekday business hours. Your call must be logged between 8am and 5pm; service is provided between 8am and 9pm, 5 days per week. 4-Hour, 24x7, Same Business Day On-site If a problem can t be resolved by remote diagnosis, an HP-authorised representative begins on-site hardware maintenance service within 4 hours of your logged call, even during weekends and public holidays. 6-Hour, 24x7, Call-to-Repair Make a call-to-repair phone call at any time. In 6 hours or less from your logged call, an HP-certified resolution engineer solves the problem remotely or on-site. Travel Next Business Day On-site If you travel the globe, this HP Care Pack delivers services in over 52 countries, with local country, local language telephone support and on-site problem resolution within local business hours. Accidental Damage Protection Extends the 1-year HP standard warranty to 3 years, and adds cover for unintentional damage (eg, liquid spills). Smart Desktop Management Service This service provides 24x7 client data security and protection integrating anti-virus, firewall, spyware detection and removal, worm and trojan prevention, critical Microsoft patches, and secure remote backupand-restore capability for critical data files. Post-Warranty, 1 Year Extend cover for one more year at the end of your HP standard product warranty or the end of your 3-year HP Care Pack (product must be in good working condition). Different service levels are available. Software support services Software Product Updates Provides new versions of HP and selected HP-supported third-party software products, patches and technical manuals; includes licensing to use and copy new versions. Software Technical Support Direct access to HP IT Response Centres for trustworthy advice on software features and use, problem diagnosis and resolution, software defect identification, etc, during standard weekday business hours (8am to 5pm, 5 days per week). Includes software updates at substantial subscription savings. Software Technical Support, 24x7 As above, but with 24x7 cover. Premium hardware/software support services Support Plus Working with your IT team, HP Services engineers deliver on-site hardware support and over-the-phone software support for HP products and selected multivendor hardware and software, during extended weekday business hours (8am and 9pm, 5 days per week). Support Plus 24 As above, but with 24x7 cover. Mission-critical support services Proactive 24 Service Improves the effectiveness of technologies across your IT infrastructure, and establishes a collaborative relationship between you and HP. Includes an assigned HP account manager and comprehensive 24x7 assistance: 2-hour response time for software issues and 4-hour onsite response commitment for hardware issue resolution. Critical Service Expert proactive services to keep your mission-critical, multi-vendor hardware and software available 24x7, plus a call-to-repair commitment to resolve your hardware problems within 6 hours. Understand and avoid downtime; meet availability-level commitments and enjoy collaboration with a true IT support partner. * Time commitment applies to sites within 160 km of an HP service office. Service levels and times may vary from country to country. 5

6 HP Care Pack Services for HP desktop, mobile and other products Protecting your desktops, notebooks and other devices with the right HP Care Pack achieves two important things. It saves you the inevitable disruption and cost of downtime, and it leaves you free to focus on far more important things. Smart answers Geographical coverage where am I covered? You re covered throughout Europe for HP desktops, thin clients, workstations, notebooks, tablets, handhelds and monitors*. For worldwide cover, choose one of the global HP Care Pack Services. Can I buy an HP Care Pack for my special edition desktop? Yes. If you have bought a special edition desktop, it may have a reduced standard warranty (eg, 1-year Next Business Day On-site) and you can add a 3-year HP Care Pack. PC accessories are they covered? Standard accessories delivered with the HP base unit part number are covered. Additional HP or HP Compaq branded accessories and options, whether purchased together with the hardware or separately, which are then installed with the hardware such as mouse, keyboard, docking station and monitor, are covered, with the exception of monitors greater than 22 inches. For HP Care Pack Services with Desktop only coverage, monitors, docking stations and other external options are only covered by the applicable standard product warranty. Consumables such as the notebook battery are not covered. Can an HP Care Pack also cover my desktop monitor? Yes, if you wish. Some HP Care Pack Services cover the desktop and the monitor (they must be purchased at the same time). If cover is described as desktop only, you can buy a separate HP Care Pack Service for your monitor. What if I break my notebook screen? You re covered for system faults but not accidental damage. If you need this level of cover, choose the HP Accidental Damage Protection Care Pack. Is my notebook battery covered? No, because HP Care Pack Services don t cover consumables, user maintenance, accessories and non-hp devices. The battery is a consumable, and comes with its own 1-year, next-day-replacement warranty as standard. * Registration for the HP Care Pack must have been made in the country where the product was purchased. 6

7 Spending less time on IT problems means you can spend more time focused on your business. Use these HP Care Pack Services to maximise PC performance and minimise hassle. HP Deskbased Family Series Installation Next Business Next Business 4-Hour, 13x5, 4-Hour, 24x7, Smart Desktop Post-Warranty, Day Exchange Day On-Site Same Business day Same Business day Management 1 Year Service HP Compaq Business 2000 series Desktop family 5000 series 7000 series HP Workstations xw4200, xw4300, xw6200, xw8200, xw9300 HP Compaq T series Thin Clients HP Business Monitors Mobile products Series Return Pick-up and Exchange Next Business Travel Next Accidental Smart Desktop Post-Warranty, family Service Return Service Day On-Site Business Day Damage Management 1 Year to HP On-Site Protection Service HP Business With 3-year Notebook PCs basic warranty With 1-year 1 basis warranty HP Tablet PCs tc1000, tc1100, tc4200 HP ipaq rx3700 series and Pocket PCs hx2100 series hx2400 series, hx2700 series and HP Converge ipaq Pocket PCs 1 nc6120 only hx4700 series hx6500 series h6300 For details and definitions of the services listed above, refer to page 5. Availability of services may vary by country. Choose the right level of service for each of your devices at For simple, affordable financing options, choose Smart Finance Services from HP Financial Services. Find out more about lower ownership costs, reduced risks and the best return on your investment at: 7

8 HP Care Pack Services for HP printing and imaging products If a printer fails, it threatens the productivity of multiple users. If there s a delay in producing sales and presentation materials, you could miss out on new opportunities. It makes good business sense to protect your printing and imaging products. Smart answers I am going to use my LaserJet 90XX printers/multifunction printers to print high and low volumes. Is there a cost-efficient way to provide support to these printers? Take your pick from two different types of suitable HP Care Pack Services* for these printers: one for customers who print high volumes; the other for those who print less. Choose the one that matches your usage, to achieve an optimum balance of peace of mind and cost-efficiency. What is covered under my HP Care Pack? All internal options and HP accessories are covered by the HP Care Pack. Unless specified, all consumables, fuser units, user-replaceable parts and maintenance kits are not covered. Is it really necessary to get HP to install our printers? By choosing our installation service, you are sure to minimise disruption to your IT and business operations. This HP Care Pack includes on-site installation by a highly trained service delivery specialist, post-installation testing and diagnostics, and orientation for your people. How can I extend or upgrade my printer standard warranty? Choose the 3-year, Next Business Day On-site HP Care Pack and you will receive an on-site unit replacement or repair the next working day following your call. If your printer is part of a business-critical system, you can upgrade to the 3-year, Same Business Day On-site HP Care Pack for an even quicker response. * The threshold between low and high volume is 600,000 copies per year. 8

9 As an increasing number of companies opt to bring high-quality printing tasks in-house, and embrace the latest digital imaging technologies, our printers, scanners, copiers and faxes are becoming more and more important to the business. HP protects your interests with a full range of HP Care Pack Services. Printing colour family Colour printers Mono low-mid range Mono high range DesignJet Other products Printers Color LaserJet 1500/2500/2550 series Color LaserJet 2820/40 series Color LaserJet 2600 Color LaserJet 3500/3700/3550 Color LaserJet 4600/4650 series Color LaserJet 5500/8550/5550 Color LaserJet 8550/9500MFP Color LaserJet 9500 Business InkJet 1100/1200 HP DeskJet 350/450/1220/1280 HP DeskJet 9300/9650/70/80/9800 cp 1160/1700 Business InkJet 2200/50/50n Business InkJet 2230/80/80tn/2300/2800 Business InkJet 3000 Business InkJet 2600 OfficeJet 9110/9120 /9130 aio LaserJet 1010/12/15-LJ1020/22 series LaserJet 1000w/1005w LaserJet 3015/20/30 LaserJet 1160/1320 series LaserJet 22/23/24xx series LaserJet 32/3300/3380 series LaserJet 41/42/4250 series LaserJet 5100/4300/4350 series LaserJet 4100/4345 MFP LaserJet 8150 series LaserJet 8000&81000/8150 MFP LaserJet 9000/9050/9040 series LaserJet 9000/9050/9040 MFP Digital Sender 9100C/9200C Print Server Appliance 4200/ , 5500UV-PS, 5500PS-60, 5500UV-PS , 5500UV-42 PS, 5500PS-42, 5500UV-42 PS 1050c/1055c plus/dj /800PS cc800ps/815mfp/5500mfp HP DesignJet Scanner /500PS ColorPro GA/450 series 430/A1/A0/ColorProCAD 70/90-100/100+/120/130/110+ series 10/20/50ps/30 series Personal DeskJet printers (exclude mobile DeskJet printers) ScanJet (all series) OfficeJet (excluding 91xx series) and PCS series Installation and Network Configuration Return Service to HP For details and definitions of the services listed above, refer to page 5. Availability of services may vary by country. Pick-up and Return Next Business Day Exchange Next Business Day On-Site 4-Hour response Same Business Day On-Site Choose the right level of service for each of your printing and imaging products at For simple, affordable financing options, choose Smart Finance Services from HP Financial Services. Find out more about lower ownership costs, reduced risks and the best return on your investment at: 9

10 HP Care Pack Services for HP servers and storage products What happens to everyone s productivity when a server goes down? Can you quantify the value of your stored business data? What you would do if this information was under threat? As you know, it s essential to protect your server and storage products. Smart answers Internal Intel -based server accessories what s covered? These internal accessories include DIMMs, processors, hot-swap hard disk drives and PCI cards, which carry a system-matching warranty. This means that the accessory is serviced on-site along with the Intel-based server in which it is installed. External Intel-based server accessories what s covered? External accessories carry their own warranties and have separate warranty and HP Care Pack cover. External accessories include peripherals such as printers, monitors and mass storage devices such as HP rack storage and external HP StorageWorks products. What s not covered? Products purchased from anyone other than HP or an authorised HP reseller Customer-installed third-party software Routine cleaning or normal cosmetic and mechanical wear Damage caused by misuse, abuse or neglect Damage caused by parts not manufactured or sold by HP Damage caused when parts under warranty were repaired or replaced by an organisation other than HP or by a service provider not authorised by HP How will my server be restored if the hardware fails? If a technician is sent to your site, they will replace the defective part and reconnect the power and data cables. We recommend that you keep back-ups of your software and data, as you are responsible for restoring the software, applications and data. You are also responsible for system configurations, including hard-drive partitioning and setting RAID levels. HP will only restore the specified NOS and configuration provided by the customer on the HP Intel-based server upon which the hardware failure occurred. Service will be deemed complete when a login prompt appears on the server monitor. HP will not restore any customer data or applications. Choose the right level of service for each of your devices at For simple, affordable financing options, choose Smart Finance Services from HP Financial Services. Find out more about lower ownership costs, reduced risks and the best return on your investment at: 10

11 The server is at the heart of so many business activities. Companies cannot afford the disruption of server downtime because it will affect every user. HP has therefore devised a wide range of support services to keep your HP servers and storage products in peak condition. ISS Products ProLiant 100 series ProLiant 300 series ProLiant 500/700 series ProLiant Blades eclass/pclass MSA Packaged Cluster Microsoft/Linux VMWare HP ProLiant Essentials Installation Installation and startup Next Business Day 4-Hour, 13x5, Same Business Day On-site 4-Hour, 24x7, Same Business Day On-site 6-Hour Call-to- Repair Software Technical Support 24x7, Software Technical Support Support Support Plus Plus 24 Proactive Essential Proactive 24 Service Critical Service BCS Servers Installation Installation Next 4-Hour, 13x5, 4-Hour, 24x7, 6-Hour Software Software 24x7, Software Support Support Proactive Proactive Critical and startup Business Same Business Same Business Call-to- Product Technical Technical Plus Plus 24 Essential 24 Service Day Day On-site Day On-site Repair Support Support Service AlphaServers Bundled Entry level HP 9000 Bundled & Integrity rp 7400 series & Bundled Bundled rx 7600 series rp 8400 series & Bundled Bundled rx 8600 series Superdome Superdome Support available as solutions: Foundation, Proactive, Critical SWD Products Installation Installation Next 4-Hour, 13x5, 4-Hour, 24x7, 6-Hour Software 24x7, Software Support Support Proactive Proactive Critical and startup Business Same Business Same Business Call-to- Technical Support Technical Plus Plus 24 Essential 24 Service Day Day On-site Day On-site Repair Support Service SAN Switches: less than 32 ports SAN Switches: more than 32 ports Power Pack SAN Switches Midrange arrays (MSA series) Enterprise arrays Bundled (EVA & XP series) DAT & DDS Tape Drives SDLT & Ultrium Tape Drives Tape Arrays Tape Autoloaders Tape Libraries Optical jukeboxes NAS: low end NAS: high end Software: low end Software: high end Legend Available HP Care Pack Services For details and definitions of the services listed above, refer to page 5. Recommemnded Service Level Availability of services may vary by country. 11

12 It s easy to choose HP Care Pack Services. Visit: Copyright 2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Intel is a registered trademark of Intel Corporation or its subsidiaries in the United States and other countries. Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries. Linus is a U.S. registered trademark of Linus Torvalds EEE. September 2005