Once the Customer has placed a service request via a designated HP
support telephone number, HP will work with the Customer during the
coverage window to isolate the hardware problem and to remotely
troubleshoot, remedy, and resolve the problem with the Customer.
Prior to any onsite assistance, HP may initiate and perform remote
diagnostics using electronic remote support tools (where avail.) to
access covered products, or HP may use other means available to
facilitate remote problem resolution.
Regardless of the Customer's coverage window, problems with covered hardware can be reported to the HP Response Center via telephone or electronically, as locally available, 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request and notify the local office at the next coverage window. HP retains the right to determine the final resolution of all reported problems.Onsite response times or call-to-repair times, as applicable, for service requests submitted electronically or outside of the coverage window may vary.
For technical hardware issues that cannot, in the HP judgment, be resolved remotely, an HP authorized representative will provide onsite technical support on covered hardware products to return them to operating condition. For certain printers, PCs, ProLiant servers, Intel Pentium- and Xeon processor-based servers, and networking and storage products, HP may, at its sole discretion, elect to replace such products in lieu of repairing them.