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- remote problem diagnosis and support - HP Services uses electronic remote support tools to isolate your problem and facilitate resolution.
- 4-hour onsite response - For issues that cannot be resolved remotely, an authorized HP Services representative arrives at your site within 4 hours after your call has been logged, if this time falls within your contracted service window. HP Services returns your covered hardware to operational condition, repairing or replacing components or entire units as necessary. Your coverage includes all required parts and materials.
- coverage window options
- Standard business hours, standard business days: Service is available 8:00 am - 5:00 pm, Monday through Friday, excluding holidays
- Extended business hours, standard business days: Service is available 8:00 am - 9:00 pm, Monday through Friday, excluding holidays
- escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties.
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