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4-hour response onsite hardware support - For issues that
cannot be resolved remotely, HP Services delivers onsite
technical support to return your covered hardware products to
operational condition, repairing or replacing components or
entire units as necessary. An HP authorized representative
arrives at your site within 4 hours after your call is logged.
Your coverage includes all required parts and materials.
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Extended business hours coverage - Onsite and remote services are available 8:00 am - 9:00 pm,
Monday through Friday, excluding holidays. Calls received outside this service window will be logged
on the next standard business day.
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Travel zones - All response times apply only if your site is located within 100 miles (160 km) of your primary HP Support Responsible Office. Travel to sites located within 200 miles (320 km) of your primary HP Support Responsible Office is provided at no additional charge. If your site is more than 200 miles (320 km) from the primary HP Support Responsible Office, you will be charged for travel based on the distance to your location.
Travel zones and charges may vary in some geographic locations.
Response times to sites located more than 100 miles (160 km) from a primary HP Support Responsible Office will have the following modified response times for extended travel:
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| Distance from HP support office | Response time 4h | Response time next day |
| 101-200 miles (161-320 km) | 8 hours | 1 additional coverage day |
| 201-300 miles (321-480 km) | Established at time of order
subject to resource availability | 2 additional coverage days |
| Beyond 300 miles (480 km) | Established at time of order and subject to resource
availability |
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Escalation management - Established escalation procedures enlist specialized expertise from HP.
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Electronic support - Access HP's electronic support facility for software patches, a symptom-solution
database, product descriptions, specifications, technical literature, and more.
If you require round-the-clock hardware and software coverage, HP Support Plus 24 brings you the same
service features on a 24x7x365 basis.
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