HP Travel Support Technical Service

General Service Overview

The Travel Support service provides mobile users with a hardware support solution for their new HP mobile devices. This easy and practical service is available in the countries and geographic locations listed in the reference guide. This service is available for certain HP brand products and includes, where locally available, next-business-day response time (with remote problem diagnosis in the local language in participating countries)¹ for hardware troubleshooting. Support is provided during local business hours.

Key Aspects of the Service

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

Benefits of the Service

• HP hardware support while you travel
• Practical on-site support, where available
• Reliable response times
• International geographic coverage

Service and Delivery Specifications

Travel Coverage

Travel coverage is available in most regions worldwide, with a list of countries and geographic locations that is extensive and expanding. A detailed and updated list can be found in the reference guide. This list provides information on the geographic availability of travel support. This list of countries and geographic locations is subject to change without notice. HP recommends that you validate travel coverage through this website before any departure.

If you travel to any of these destinations outside the country where the product was purchased, HP will:

• Provide the phone number of the HP Global Solutions Center for the corresponding country or geographic location, which can be found on the HP website.
• Accept calls in the country or geographic location you are traveling to from your company's internal support service.
• Diagnose the hardware failure level.
• Arrange for next-business-day response service at your location in the participating country or geographic location, or deliver a replacement part, as needed.
• Provide the necessary parts for repair according to the hardware specification, provided that the parts located are available at the travel location.

Response Time

Response time specifies the period between the submission of the service request and HP's acknowledgment of the service request. It begins when the initial service request is received and registered by HP and ends when the authorized HP representative is scheduled to perform the repair, with diagnostics and repairs performed remotely or on-site. Response times are measured only during the coverage period and may be extended to the next business day on which a coverage period applies.

Local restrictions may apply, such as service travel areas with adjusted response times, depending on the geographic location where hardware support is requested. All response times are subject to local availability. Contact a local sales office for detailed information on service availability.

Remote Problem Diagnosis and Support

Once you have initiated a service request through a designated HP support phone number, HP will work with you during the coverage period to identify, troubleshoot, correct, or resolve the hardware problem remotely. Before any on-site support, HP may initiate and perform remote diagnostics using electronic remote support tools (when available) to access covered products. Alternatively, HP may use other available means to facilitate remote problem resolution.

If you experience a hardware problem outside your country of purchase, you must first call HP for support during local business hours at the local phone numbers, which can be found on the HP website.

On-Site Hardware Support

In cases where hardware technical problems occur that cannot be resolved remotely, at HP's discretion, an authorized HP representative will provide on-site technical support for covered hardware products to restore them to operational status. HP may, at its sole discretion, opt to replace products instead of repairing them.

Additionally, HP may install available engineering enhancements to enable the proper functioning of hardware products and maintain compatibility with HP-supplied replacement hardware parts. HP may, at its discretion, install firmware updates it deems necessary to restore the product to operation or to maintain HP's support capability.

Spare Parts and Materials

HP will provide the necessary spare parts and materials to maintain the product under coverage in good working condition, including parts and materials to implement available and recommended engineering enhancements. Spare parts will be new or functionally new in terms of performance. Replaced parts will become the property of HP. If you wish to retain, degauss, or physically destroy spare parts, you will be invoiced and required to pay the list price of the spare part.

Consumables and supplies are not supported and will not be provided as part of this service; standard warranty terms and conditions apply to consumables and supplies. Parts and components that have reached their maximum supported useful life or the maximum limit established in the manufacturer's operating manual, product quick specifications, or product technical data sheet will not be supplied, repaired, or replaced as part of this service.

Consult the “Coverage” section of this data sheet for more information.

It may be necessary to know the upgrade path for spare parts or components that are no longer manufactured. In some cases, these component part upgrades for discontinued components may incur additional costs. HP will work with you to recommend spare parts. Some components may not have spare parts available in all countries due to local support capabilities.

Coverage

This service provides coverage for eligible HP equipment, including internal components supplied and compatible with HP, such as memory and optical drives. This includes HP brand accessories purchased together and included in the original packaging of the desktop, workstation, thin client, laptop, or primary tablet, such as a mouse, keyboard, docking station, power adapter, port replicator, or AC power adapter.

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

HP mobile commercial equipment batteries have coverage for up to three years. Search “How to understand warranties for professional laptops batteries” on HP.com for more information.

Coverage Period

The coverage period specifies the time during which the described services are provided on-site or remotely. Service requests received outside this coverage period will be registered on the next business day for which you have a service coverage period.

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

All coverage periods are subject to local availability. Contact a local sales office for detailed information on service availability.

Customer Responsibilities

If the specified customer responsibilities are not met, HP (i) will not be obligated to provide the services as described, or (ii) will provide such service, you will be responsible for payment and current time and materials rates will apply.

If requested by HP, you or the authorized HP representative must register the hardware product for support within ten days of purchasing this service. To do so, you must use the registration instructions included in the package or the email document supplied by HP, or another method provided by HP. In the event that a product location is permanently changed, registration (or the appropriate adjustment to the existing HP registration) must be performed within ten days of the change.

Upon request, the customer must support HP's remote problem-solving efforts. The customer must do the following:

• Perform any applicable customer-executable diagnostics before notifying HP of a hardware product malfunction.
• Notify HP immediately of any hardware product malfunction.
• Provide the serial number of the covered product.
• Provide a local address and phone number.
• Be present with the service engineer or to receive parts delivery by courier.
• Allow HP full and unrestricted access to all locations where service will be performed.
• Provide all necessary information for HP to provide timely and professional remote support and determine the level of support eligibility.
• Initiate automated tests, as well as install and run other diagnostic programs and tools.
• Install customer-installable firmware updates and patches.
• Perform other reasonable activities to assist HP in identifying or resolving problems, as requested by HP.

You are responsible for timely installation of critical firmware updates that the customer can install, as well as customer self-repair (CSR) parts and replacement products delivered to you.

In cases where CSR parts are shipped to resolve a problem, you are responsible for returning the defective part within a period designated by HP. If HP does not receive the defective part within the stipulated period or if that part is physically damaged upon receipt, you will be charged a fee for the defective part, as determined by HP.

Service Limitations

At HP's discretion, service will be provided through a combination of remote diagnostics and support, third-party services, and other service delivery methods. These may include delivery, via courier, of customer self-repair (CSR) parts or a complete replacement product. HP will determine the appropriate delivery method required to provide effective and timely support.

HP reserves the right to remove the covered product from your location for repair.

HP requires you to return the defective unit to the original country of purchase if any repair event requires the replacement of the device. Complete device replacement is not available for this service outside the original country of purchase. Travel coverage is limited to on-site and off-site repair of the original unit.

An on-site response time will not apply if service can be provided through remote diagnostics, remote support, or other service delivery methods described above.

Exclusions

• Backup, recovery, and support for the operating system, other software products, and data.
• Troubleshooting of interconnection or compatibility issues.
• Services necessary in case you have failed to incorporate system corrections, repairs, modifications, or patches provided by HP.
• Services necessary in case you have failed to adopt a recommended measure previously provided by HP.
• Services that, in HP's opinion, are necessary due to unauthorized attempts at installation, repair, maintenance, or modification of hardware, firmware, or software by non-HP personnel.
• Services that, in HP's opinion, are necessary due to incorrect use or manipulation of the product.
• User preventive maintenance.

If you travel outside the country where you purchased the product, the support services described will be provided only if the country or geographic location where service is requested is included in the list of supported countries or geographic locations found in the reference guide. This contract does not include the provision of services in countries or geographic locations not listed in that table. However, a lower level of service may be provided in some areas not included in the table.

Consumable items, including but not limited to, removable media, customer-replaceable batteries, tablet pens, maintenance kits, and other supplies, as well as user maintenance and non-HP devices, are not covered by this service.

If parts necessary for repair, especially specialized parts specific to the language or country, are not available, you have the following options:

• You must postpone the service request until you return to the country where the product was originally purchased.
• You must accept the replacement of a defective foreign part with a local part (e.g., English/American keyboard).

Parts specific to a language or country, such as non-international English keyboards, non-local language keyboards, or specific country or regional power adapters, are generally not available when traveling to another country and are not included in the terms of this contract, except when service is requested within the borders of the country of origin.

Services requested outside the country of origin where the product was purchased are limited to the base unit only. Services for external monitors are only available in the original country where the product was purchased, if this additional coverage has been contracted. All-in-one devices include the display, which is not considered a separate external monitor. However, a second monitor connected to an all-in-one device would not be covered, for example.

Docking stations or port replicators are covered in the country where the Care Pack was purchased, but do not have coverage outside the country of purchase.

Other non-HP brand options are excluded from this service.

Service Eligibility

Travel coverage in countries or geographic locations other than the country of original purchase is restricted to travel periods and is not valid for permanent implementation in another region.

Travel Zones

On-site hardware support response times apply only to locations within a maximum of 100 miles (160 km) of an HP designated support center. Travel to centers within 200 miles (320 km) of an HP designated support center is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP designated support center, an additional travel charge will apply. Travel charges and zones, if applicable, may vary in some locations.

For locations situated more than 100 miles (160 km) from an HP designated support center, modified response times for long-distance travel shown in the table below apply.

*Definitions of travel zones and corresponding response times vary by participating countries/geographic locations. Contact the local sales office for details on travel zones and modified response times.

Optional Complementary Functions for Additional Coverage

Complement your technical support service with personalized options that allow your workforce to work from anywhere.

Protection Against Accidental Damage

Repair or replace your devices when unforeseen damage from drops, liquid spills, and electrical surges occurs during normal computer use with optional Accidental Damage Protection.²,³ The Accidental Damage Protection Fact Sheet includes additional information and describes services not included in the Accidental Damage Protection service.

Battery Replacement Service

The battery replacement service offers two convenient methods for replacing defective batteries: on-site and off-site. Under each option, a replacement battery will be provided if the originally purchased battery is found to have a failure resulting from defects in materials or workmanship, or has a diminished charge capacity below 50 percent. Additional information and exclusions related to this battery replacement service are described in the Battery Replacement Service data sheet.

Defective Materials Retention

Add defective materials retention coverage for your company to maintain control of defective hard drives. This helps reduce the risk of confidential data being compromised. ¹,²,³ This option allows you to keep defective hard drives or solid-state/flash drive components that you do not wish to surrender because they may contain confidential data. All eligible disks from a covered system must be included in the defective materials retention. Additional information and exclusions related to this service are described in the Defective Materials Retention data sheet.

Solution Care Pack

Add coverage for up to 6 accessories connected to your computer to obtain complete support for your productivity tools. ¹,² If you purchased HP Solution Care Pack, the services cover the base unit for this service, as well as the 6 HP-compatible peripherals connected to the base unit, including, for example, a maximum of 2 external monitors, docking stations, wireless mouse, wireless keyboard, and HP headphones. To be covered by Solution Care Pack, peripherals must be purchased at the same time as the base computer.

Terms and Conditions

For more details, visit hp.com/go/cpc.

For More Information

Contact your local HP sales representative or channel partner for more information or visit hp.com/go/pcandprintservices

¹ Service levels and response times may vary depending on your geographic location.

² Sold separately or as an additional resource. 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 current service terms and conditions provided or indicated to the customer at the time of purchase. The customer may have additional legal rights in accordance with applicable local laws, and such rights are not affected by HP's terms and conditions of service or HP's limited warranty to its product.

³ If the Defective Materials Retention service is purchased, the customer will retain the defective units.

HP Services are subject to HP's current service terms and conditions provided or indicated to the customer at the time of purchase. The customer may have additional legal rights in accordance with applicable local laws, and such rights are not affected by HP's terms and conditions of service or HP's limited warranty to its product.

© Copyright 2025 HP Development Company, L.P. The information contained herein is subject to change without notice. HP's sole warranties for products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

5981-6650SPL, May 2025