HP Travel Support

Overview of the Service

Travel Support is a service that provides hardware support for mobile HP devices. This convenient and easy-to-use service is available in the countries and locations mentioned in the guide. Travel Support is available for specific HP products and includes, where locally available, a next business day response (with remote problem diagnosis in the local language in participating countries)¹ for resolving hardware issues. Support is provided during regular local business hours.

Service Features

• Remote problem diagnosis and support
• On-site hardware support
• Replacement parts and materials
• Coverage during regular business hours
• Next business day response
• Coverage for business laptops and tablets

Benefits of the Service

• HP hardware support for travel
• Convenient on-site support where available
• Reliable response times
• Coverage in a large number of countries

Service Functions and Delivery Specifications

Travel Coverage

Travel coverage is available in most regions worldwide, with an extensive list of countries and locations that will be further expanded. A detailed, up-to-date list is available in the guide. This list provides information about the specific countries and locations where Travel Support is available. The list of countries and locations may change without notice. HP recommends validating your travel coverage before departure via this website.

When you are in one of these locations, outside the country where the product was originally purchased, HP will:

• Provide the HP Global Solution Center phone number for the relevant country or location. This information can be found on the HP website.
• Accept calls from you or your company's internal helpdesk in the country or location where you are traveling.
• Diagnose the severity of the hardware failure.
• Arrange for next business day service at your location in the participating country or location. If necessary, a replacement part will be provided.
• Deliver the parts required for repair according to the applicable hardware specifications, provided that the relevant parts are available in the travel area.

Response Time

Response time is the time between the submission of the service request and its confirmation by HP. This time begins when the first service request is received and registered by HP and ends when the authorized HP representative is scheduled for the repair appointment. Remote or on-site diagnostics and repairs will be performed. The response time is measured only during coverage hours and may extend to the next business day for which coverage hours are available.

Local restrictions, such as travel areas where the service has an adjusted response time, may apply depending on the location where hardware support is requested. Response times may vary by location. Contact a local HP sales office for more information on service availability.

Remote Problem Diagnosis and Support

Once you have submitted a service request via an HP-designated support phone number, HP will, together with you during coverage hours, isolate, analyze, and resolve the hardware problem remotely. Prior to any on-site support, HP may perform an external diagnosis using remotely controlled electronic support tools (where available) to access covered products. HP may also use other available resources to facilitate remote problem resolution.

If a hardware problem occurs outside the country of purchase, you must first call HP's local support phone number during local business hours. You can find this number on the HP website.

On-Site Hardware Support

For hardware problems that HP cannot resolve remotely, an authorized HP representative will provide on-site technical support to restore the covered hardware products to a usable condition. HP may, at its discretion, choose to replace the affected products instead of repairing them.

Additionally, HP may install available technical enhancements to ensure the covered hardware products function correctly and are compatible with replacement hardware provided by HP. HP may, at its discretion, install firmware updates that HP deems necessary to restore the covered product to proper working order or to enable further support by HP.

Replacement Parts and Materials

HP provides HP-supported replacement parts and materials necessary to keep the covered product operational, including parts and materials for available and recommended technical enhancements. Replacement parts are new or equivalent in performance to new parts. Replaced parts become HP's property. If you wish to retain replaced parts, render them magnetically unusable, or physically destroy them, you will be billed the catalog price for the replacement parts.

Supplies and consumables are not supported and are not provided under this service; supplies and consumables are covered by the standard warranty terms. Parts and components that have reached their maximum supported lifespan and/or maximum limit as described in the manufacturer's documentation, the product's QuickSpecs, or the product's technical data sheet will not be provided, repaired, or replaced as part of this service.

Refer to the “Coverage” section of this information sheet for more details.

For replacement parts or components that are no longer available, an upgrade path may be required. For upgrades of parts or components that are no longer available, additional charges may apply in certain cases. HP will work with you to recommend a replacement product. Not all components can be replaced in all countries (this depends on local support capabilities).

Coverage

This service provides coverage for eligible HP PCs and includes HP-supported and provided internal components such as memory and optical drives. This includes connected HP accessories purchased with the product and included in the original packaging of the desktop, workstation, thin client, laptop, or tablet, such as a mouse, keyboard, docking station, jacket, port replicator, or power adapter.

For HP POS systems and bundled solutions, such as retail or mobile point-of-sale solutions, this service covers only the base unit.

Batteries in mobile business PCs from HP are covered for up to three years. Search for “Understanding Battery Warranties for Business Notebooks” on HP.com for more information.

Coverage Hours

Coverage hours are the times during which the described remote or on-site services are provided. Service requests received outside these coverage hours will be registered on the next business day that falls within the coverage hours.

The coverage hours for this service are during regular business hours on regular business days. Service is available between 8:00 AM and 5:00 PM local time, Monday through Friday, excluding HP holidays (which vary by country and location), or the applicable regular business hours and business days of the participating country or location where service is requested.

Coverage hours may vary by location. Please contact a local sales office for more information on service availability.

Customer Responsibilities

If the specified customer responsibilities are not met, HP will either not be obligated to provide the services as described, or will perform such services at your expense at the applicable time and materials rates. If required by HP, you or an HP-authorized representative must register the hardware product to be supported within ten days of purchasing the service using the registration instructions in the packaging, the HP-provided email document, or another method designated by HP. If a product to which this service applies permanently changes location, the product must be registered within ten days of the location change (or the existing HP registration must be updated).

The customer must assist HP in resolving problems remotely when requested by HP. The customer must:

• Perform all applicable customer-performed diagnostics before contacting HP about hardware product issues.
• Inform HP directly about hardware product issues.
• Provide the serial number of the covered product.
• Provide a local address and phone number.
• Be present when the service engineer arrives or to receive parts delivery.
• Provide HP with full and unobstructed access to all locations where service is to be performed.
• Make available all information that HP requires to provide timely, professional remote support and that enables HP to determine the extent to which support may be relied upon.
• Initiate self-tests and install and run other diagnostic tools and programs.
• Install firmware updates and patches that can be installed by the customer.
• Upon HP's request, do everything reasonably possible to assist HP in identifying or resolving problems.

It is your responsibility to timely install essential firmware updates and Customer Self Repair (CSR) parts and replacement products provided to you.

When CSR parts are shipped to resolve an issue, you are responsible for returning the defective part within a timeframe designated by HP. If HP does not receive the defective part within the designated timeframe, or if the part is physically damaged upon receipt, you must pay a fee determined by HP for the defective part.

Service Limitations

HP may, at its discretion, provide services through remote diagnosis and support, on-site service, and other service methods or a combination thereof. This includes courier delivery of parts that the customer can install themselves (CSR) or a complete replacement product. HP will determine the applicable delivery method that provides effective and timely support to the customer.

HP reserves the right to transport the covered product to another location to perform the repair. HP requires that the defective device be returned to the country of purchase if the device needs to be replaced. Replacement of the entire device is not available outside the original country of purchase. Travel coverage is limited to repair of the original device on-site or elsewhere.

A response time for on-site support does not apply if the service can be provided through remote diagnosis or support or other methods described above.

Exclusions

• Back-up, recovery, and support for the operating system, other software, and data.
• Troubleshooting for connectivity or compatibility issues.
• Services required because you have not performed solutions, repairs, patches, or modifications provided by HP.
• Services required because you have not taken measures recommended by HP to prevent certain issues.
• Services that, in HP's opinion, are required as a result of unauthorized attempts by non-HP personnel to install, repair, maintain, or modify hardware, firmware, or software.
• Services that, in HP's opinion, are required as a result of incorrect handling or use of the product.
• Preventive user maintenance.

When you are outside the country of purchase, the described support is provided only if the country or location where service is requested and provided is listed as a participating country or location in the guide. Services covered by this agreement are only available in the countries or locations listed in that table. However, it is possible that in some additional locations not listed in that table, lower-level services may be offered.

Consumables such as, but not limited to, removable media, customer-replaceable batteries, pens for tablet PCs, maintenance kits, and other supplies, as well as user maintenance and non-HP equipment, are not covered by the service.

If parts required for a repair, particularly specialized language-specific or country-specific parts, are not available, you can do the following:

• Postpone the service request until you return to the country where the product was purchased.
• Accept the replacement of a defective foreign part with a local part (e.g., an English/American keyboard).

Specialized language or country-specific parts, such as non-international English keyboards, keyboards in a language other than the local language, or specific localized power adapters, are generally not available during international travel and are not covered by this agreement, unless within the borders of the country of origin.

Services requested outside the original country of purchase are limited to the base unit only. Services for external monitors are only provided in the original country of purchase, provided that this additional coverage has been purchased. For all-in-one devices, the screen is included; this is not considered a separate, external monitor. A second monitor, for example, connected to an all-in-one device, is not covered.

Docking stations or port replicators are eligible for coverage in the country where the HP Care Pack was purchased, but there is no coverage when traveling outside the country of purchase.

Options not bearing the HP brand name are excluded from this service.

Service Requirements

Travel coverage in countries or locations outside the original country of purchase is limited to travel periods and is not valid for permanent use in another region.

Travel Zones

All on-site hardware support response times apply only to locations within 160 km of an HP-designated support facility. For travel to locations within 320 km of an HP-designated support facility, no additional charges will apply. For travel to locations more than 320 km from an HP-designated support facility, additional travel charges will apply. For some locations, different travel zones and charges may apply, if applicable.

For response times to locations more than 160 km from an HP-designated support facility, different response times for additional travel time apply, as indicated in the following table.

*Definitions of travel zones and associated response times vary by participating country or location. Contact your local sales office for more information on travel zones and adjusted response times.

Optional Features for Extended Coverage

Ensure your employees are deployable anywhere and extend your support with customized options.

Battery Replacement Service

The Battery Replacement Service offers two convenient methods for replacing a defective battery: on-site replacement and remote replacement. In both options, a new battery is provided if the originally purchased battery has become defective due to a material or manufacturing defect, or if its charging capacity has fallen below 50%. Additional information and exclusions related to the Battery Replacement Service are described in the information sheet for Battery Replacement Service.

Defective Media Retention

Add Defective Media Retention so your company maintains control over defective hard drives to prevent confidential data from falling into the wrong hands.1,2,3 With this service, your defective hard drives or SSD/USB storage media are retained if you do not wish to release them, as they may contain sensitive information. All eligible drives in a covered system must be registered for the Defective Media Retention service.

Additional information and exclusions related to the Defective Media Retention service are described in the information sheet for Defective Media Retention.

Device Life Extension

Optimize your IT investments and reduce your CO2 impact by maximizing the lifespan of existing devices with HP Device Life Extension.2,4 With this service, you can safely upgrade the performance of older PCs and resolve issues that may adversely affect the productivity of your employees and IT teams. Additional information and exclusions related to the HP Device Life Extension service are described in the information sheet for Device Life Extension.

Solution Care Pack

For complete support of your productivity tools, you can add coverage for up to 6 accessories connected to your PC.1,2 If you have purchased the HP Solution Care Pack, the Solution Services provide coverage not only for the base unit, but also for 6 HP-supported peripherals connected to the base unit, such as up to 2 external monitors, docking stations, a wireless mouse, a wireless keyboard, and HP headsets. The peripherals must have been purchased at the same time as the base computer to be covered under the Solution Care Pack.

General Terms

See the full general terms and conditions for HP Care Packs.

More Information

Contact your local HP account manager or channel partner for more information, or visit hp.com/go/pcandprintservices

1. Service levels and response times may vary depending on your country or region.

2. Sold separately or as an additional option. Accidental Damage Protection must be purchased at the time of device purchase. Other Care Packs must be purchased within 30 days of device purchase. HP Services are subject to HP's applicable terms and conditions, which are provided to or displayed for the customer at the time of purchase. The customer may have additional rights under applicable local law. HP's terms and conditions and HP's warranty on your HP product do not supersede these statutory rights.

3. With the purchase of Defective Media Retention, the customer retains the defective drives.

4. The HP Device Life Extension service is intended for business HP PCs. HP-certified partners perform functional diagnostics, data erasure, internal and external cleaning, device performance enhancement, and re-imaging and platform updates. This service is available as a Care Pack if purchased with new hardware or within 120 days of the original Care Pack expiration date. See the information sheet for more details.

HP Services are subject to HP's applicable terms and conditions, which are provided to or displayed for the customer at the time of purchase. The customer may have additional rights under applicable local law. HP's terms and conditions and HP's warranty on your HP product do not supersede these statutory rights.

Copyright 2024 HP Development Company, L.P. The information in this document is subject to change without notice. The applicable warranties for HP products and services are set forth in the express warranty statements that are physically and/or electronically provided or published on HP's website(s) with such products and services. Nothing in this document should be construed as an additional warranty. HP is not liable for technical and/or editorial errors or omissions in this document.

5981-6650NLE, May 2024