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HP Care Pack Services Next Day Onsite Response

If you need onsite support, you'll get it in a day.

For fast problem resolution and reliable printer availability, HP offers Next Day Onsite Services. This service includes a visit from an HP authorized representative to resolve the problem the next business day* after a call is received. This service is available in Canada, Latin America and the United States. Actual service specifications and availability may vary by product and country. For more information, contact your local HP authorized reseller.

Benefits of HP Next Day Onsite Response

Features of HP Next Day Onsite Response

• Next Day* support at your location • Easy four-step resolution process • Toll-free status by telephone (not available in all countries) • Broad geographic coverage • Available as a support upgrade or extension

The four-step resolution process

Once you've registered your HP Care Pack Services with HP, it's easy to obtain hardware support. Here's how: 1.   Visit the HP Customer Care website at http://www.hp.com/go/support. Available 24 hours a day, this site provides convenient troubleshooting and moderated discussion forums. 2.   If the problem cannot be resolved at the web site, call HP Support at (800) 474-6836. Service calls are initially routed to HP's Customer Care Center. Please be ready to provide your product model number and serial number. 3.   The HP Care Pack Services Representative will ask you for information that will help us accurately diagnose the problem and fix it as quickly as possible. Customer will be required to run system self-test programs or to correct reported faults upon telephone advice. 4.   Based on this discussion, the HP Care Pack Services Representative will help you fix the problem over the phone or determine whether to ship a customer-replaceable part, arrange for an off-site repair or exchange, or schedule an onsite repair or exchange. Onsite services are provided only if the fault or problem cannot be corrected remotely. For onsite services, customer is responsible for providing access to products and for ensuring that an adult representative is present while service is being performed. If an onsite repair is required, an HP authorized representative will call to set up an appointment by 9:30 am on the day the service is due.

Hardware service description

An HP Authorized Representative will arrive at the customer's site to begin hardware maintenance service between 8:00 am and 5:00 pm local time, Monday through Friday, excluding HP holidays, during the next working day after a call is received. This applies to sites within 100 miles (160 KM) of the HP Support Responsible Offices listed in the HP Care Pack Services Office Guide.

Enhancing support coverage

Warranty: Many HP products include HP Next Day Onsite Response as part of the standard warranty. Enhancement of support may be purchased via HP Care Pack Services, HP Contracts and HP Service Agreements or on a per-incident basis. HP Care Pack Services?: HP Care Pack Services enhances a standard product warranty for up to 5 years. Most HP Care Pack Services must be purchased within 180 days of product purchase and are available from HP or your local HP authorized reseller. Convenient electronic versions of the packaged HP Care Pack Services offer greater flexibility by providing more service options and offering purchase and registration via the web, e-mail or fax. HP Contracts and HP Service Agreements: HP Next Day Onsite Response support extensions may be purchased directly from HP by calling at (800) 474-6836. In other countries, contact your local HP customer Care Center**. Per-Incident Repairs?: If your product is not covered by an HP Care Pack Services, HP Contract or HP Service Agreement, Next Day Onsite Response is still available on an as-needed, best-effort basis by calling the HP Customer Care Center**.

What's covered

• Select HP hardware products • HP-supplied internal components, such as HP Jetdirect cards, memory and CD-ROMs

What's not

• Consumables, such as ink cartridges and batteries • User-preventative maintenance and preventive maintenance kits • Non-HP devices • Accessories purchased in addition to the base unit, such as HP Omnibook docking stations and port replicators • Any product previously repaired by an unauthorized technician or user

Service hours

In the U.S., HP Customer Care telephone support ** is available Monday through Friday from 8:00 am to 5:00 pm local time, excluding HP holidays. In other countries, hours may vary. Extended telephone support is available for select products. The need for onsite repair must be determined by 6:00pm Eastern Time Zone, Monday through Friday, for next-business-day service. Calls received after 6:00pm on Friday will be logged on Monday and serviced on Tuesday.

Geographic coverage

Next Day Onsite Response is available as described within a 100-mile (160 KM) radius of HP support offices. A travel fee is charged for service outside the 100-mile (160 KM) radius. Service radius may vary in some countries. Most areas within the continental United States can be serviced the next business day. (Does not include Canada.) Add 1 to 3 days for service in Hawaii (only available for island of Oahu), Alaska and remote locations.

Obtaining HP Care Pack Services

This service is available through your HP authorized reseller or from HP directly. To find resellers in the U.S., visit our Service Locator at www.hp.com/service_locator. To purchase from HP directly in the U.S., visit www.bstore.hp.com or call 866-625-1176. To contact HP direct, visit http://www.hp.com/. To find resellers in Canada, visit our Service locator at http://hp.infonow.net/bin/findNow?CLIENT_ID=HP_LOC_CAN_SLS.