HP Travel Support
HP Travel Support provides mobile users with a hardware support solution for their new HP mobile devices. This service is available in participating countries and geographic locations, offering next-business-day response time for hardware problem resolution, including remote diagnosis and onsite support where available.
Service Overview
Travel Support offers convenient and easy hardware support for HP mobile devices. It is available in listed countries and geographic locations, providing next-business-day response time with local-language remote problem diagnosis in participating countries for hardware issue resolution. Support is provided during local standard business hours.
Service Highlights
- Remote problem diagnosis and support
- Onsite hardware support
- Replacement parts and materials
- Coverage during standard business hours
- Next-business-day response
- Commercial notebook and tablet coverage
Service Benefits
- HP hardware support during travel
- Convenient onsite support, where available
- Reliable response times
- Multinational geographic coverage
Service Features and Delivery Specifications
Travel Coverage
Travel coverage is available globally, with an expanding list of countries and locations detailed in a reference guide. HP recommends validating coverage via their website before travel. When traveling outside the country of purchase, HP will provide the HP Global Solution Center telephone number, accept calls from the travel location or company help desk, diagnose hardware failures, arrange for next-business-day response service or part delivery, and provide necessary parts if available locally.
Response Time
Response time is the period between service request submission and HP acknowledgement. It includes remote or onsite scheduling for diagnosis and repair. Response times are measured within the coverage window and may extend to the next business day. Local restrictions may apply, and all response times are subject to local availability.
Remote Problem Diagnosis and Support
Upon service request, HP will work to isolate and troubleshoot hardware problems remotely using electronic tools or other available means. Before onsite assistance, remote diagnostics may be performed. For issues outside the country of purchase, customers must call HP during local business hours.
Onsite Hardware Support
For issues not resolvable remotely, an HP-authorized representative will provide onsite technical support to restore hardware to operating condition. HP may replace products instead of repairing them. HP may also install engineering improvements or firmware updates at its discretion.
Replacement Parts and Materials
HP will provide new or functionally equivalent replacement parts and materials for covered products. Replaced parts become HP property. Customers wishing to retain or destroy replaced parts will be billed the list price. Supplies and consumable parts are not covered. Parts at their maximum supported lifetime or usage limit will not be provided, repaired, or replaced. Discontinued parts may require upgrades, potentially incurring additional charges. Local support capabilities may affect part availability.
Coverage
This service covers eligible HP PCs and attached HP-branded accessories. For HP point of sale (POS) systems, only the base unit is covered. Batteries for mobile HP commercial PCs are covered for up to three years.
Coverage Window
The coverage window defines the service delivery period. Requests received outside this window are logged for the next business day with coverage. Service is available during standard business hours, Monday through Friday, excluding HP holidays. Coverage windows are subject to local availability.
Customer Responsibilities
Failure to meet specified customer responsibilities may result in HP not being obligated to deliver services or performing them at the customer's expense. Customers must register hardware within ten days of purchase and update registration if the product location changes. Customers are expected to support HP's remote problem resolution efforts by running diagnostics, promptly notifying HP of malfunctions, providing serial numbers, addresses, and phone numbers, being present for service or part delivery, allowing HP access, providing necessary information, and performing reasonable activities to aid in problem resolution. Customers are also responsible for installing critical firmware updates and Customer Self Repair (CSR) parts. Defective CSR parts must be returned within a designated period, or the customer will be billed for the part.
Service Limitations
HP may use a combination of remote diagnosis, offsite services, and CSR part delivery or whole unit replacement. HP determines the appropriate delivery method. HP reserves the right to remove the covered product for repair. If replacement is necessary, the defective unit must be returned to the country of purchase; whole unit replacement is not available outside the original country of purchase. Travel coverage is limited to onsite and offsite repair of the original unit. Onsite response time does not apply if service can be delivered via remote methods.
Exclusions
- Backup, recovery, and support of operating system, other software, and data.
- Troubleshooting for interconnectivity or compatibility problems.
- Services due to failure to incorporate HP-provided system fixes, repairs, patches, or modifications.
- Services due to failure to take avoidance action advised by HP.
- Services due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify hardware, firmware, or software.
- Services due to improper treatment or use of the product.
- User-preventive maintenance.
Services outside the country of purchase are provided only if the country/geographic location is listed in the reference guide. Consumable items, user-maintenance items, and non-HP devices are not covered. If specialized language-specific or country-specific parts are unavailable, customers may postpone service until return to the country of purchase or accept a local part replacement (e.g., English/American keyboard). International travel coverage is limited to the base unit. External monitor services are only provided in the original country of purchase if additional coverage was purchased. Docking stations and port replicators are covered in the country where the HP Care Pack was purchased, but not when traveling outside that country. Non-HP-branded options are excluded.
Service Eligibility
Travel coverage in countries/geographic locations other than the original country of purchase is restricted to travel periods and is not valid for permanent deployment in another region.
Travel Zones
Onsite response times apply to sites within 100 miles (160 km) of an HP-designated support hub. Travel to sites within 200 miles (320 km) is at no additional charge. Sites located more than 200 miles (320 km) from a hub will incur additional travel charges. Travel zones and charges may vary.
Response times for sites located more than 100 miles (160 km) from an HP-designated support hub will have modified response times for extended travel, as shown in the table below:
| Distance from HP-designated support hub | Onsite response time |
|---|---|
| 0-100 miles (0-160 km) | Next business day* |
| 107-200 miles (167-320 km) | 1 additional business day* |
| 201-300 miles (321-480 km) | 2 additional business days* |
| Beyond 300 miles (480 km) | Established at time of order and subject to resource availability* |
*Travel zone definitions and corresponding response times vary in participating countries/geographic locations. Contact the local sales office for details.
Optional Add-On Features for Extra Coverage
Accidental Damage Protection
Provides repair or replacement for unforeseen damage from events like drops, spills, and electrical surges during normal use. Details and exclusions are in the Accidental Damage Protection datasheet.
Battery Replacement Service
Offers onsite or offsite replacement for failing batteries. One replacement battery is provided if the original battery fails due to defects or has a charging capacity below 50%. Details and exclusions are in the Battery Replacement Service datasheet.
Defective Media Retention
Allows companies to retain control of defective hard drives or SSD/flash drive components containing sensitive data, reducing the risk of data compromise. All eligible drives on a covered system must participate. Details and exclusions are in the Defective Media Retention datasheet.
Device Life Extension
Optimizes IT investments and reduces carbon impact by maximizing the life of existing devices. Enhances performance and addresses issues with aging PCs. Details and exclusions are in the Device Life Extension datasheet.
Solution Care Pack
Adds coverage for up to 6 accessories attached to a PC. If the HP Solution Care Pack was purchased, these services cover the base unit and 6 HP-supported peripherals, including up to 2 external monitors, docking stations, wireless mouse, wireless keyboard, and HP headsets. Peripherals must be purchased with the base computer.
Terms and Conditions
See complete HP Care Pack terms and conditions.
For More Information
Contact your local HP sales representative or channel partner for details or visit hp.com/go/pcandprintservices.
