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HP warranty - support levels |
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HP has established targeted warranty service levels for delivering warranty service on HP products. HP does not guarantee a response or fix within the stated target service levels. Warranty service is provided during normal business hours, excluding local holidays, and is based on commercially reasonable efforts by HP or a HP Service Provider. The definitions of HP's targeted service levels are detailed below:  On site Same Business Day:HP aims to ensure that a customer problem will be responded to (Onsite visit if required) within 4 hours, following the end users first notification of equipment failure. The response time starts when diagnosis is complete and it is ascertained by HP that an engineer requires to be dispatched. This is available on a 24 hour x 7 day basis with a work through until resolution of the problem. On site One Business Day:HP aims to ensure that the product will be operational by the end of the next business day following the end users first notification of equipment failure. For example: Customer reports the failure of a Systems product at any time during business hours on Monday, the product will be fixed by the end of business day on Tuesday. On site Two Business Day:HP aims to ensure that the product will be operational by the end of the second business day following the end users first notification of equipment failure. For example: Customer reports the failure of a Business Desktop product at any time during business hours on Monday, the product will be fixed by the end of business day on Wednesday. Carry-in Two Business Day:HP aims to ensure that the product will be operational and available to the end user within two business days following arrival of the faulty equipment at the service providers workshop location. For example: Customer delivers a faulty Portable product to a carry-in repair centre at any time during business hours on Monday, the product will be available for collection by the end of business day on Wednesday. Carry-in Five Business Day:HP aims to ensure that the product will be operational and available to the end user within five business days following arrival of the faulty equipment at the service provider's workshop location. For example: Customer delivers a faulty Consumer product to a carry-in repair centre at any time during business hours on Monday, the product will be available for collection by the end of business day on the following Monday. Mail-in Five Business Day:HP aims to ensure that the product will be operational and returned to the end user within five business days following arrival of the faulty equipment at a HP Service Centre for repair. For example: Customer delivers a faulty product to a Mail-in centre at any time during business hours on Monday, the product will be returned to the customer by the end of business day on Tuesday of the following week. Pick Up & Return Two Business Day:HP aims to ensure that the product will be operational and returned to the end user within two business days following the pick up of the faulty equipment from the customer. For example: HP or an HP Service Provider pick up the defective unit from the customer any time during business hours on Monday, the product will be delivered back to the customer by the end of business day on Wednesday. Pick Up & Return Five Business Day:HP aims to ensure that the product will be operational and returned to the end user within two business days following the pick up of the faulty equipment from the customer. For example: HP or an HP Service Provider pick up the defective unit from the customer any time during business hours on Monday, the product will be delivered back to the customer by the end of business day on Friday. |
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