HP Premium Support Services

Keep your business moving with AI-powered, predictive issue detection and proactive expert support

Avoid disruptions with the predictive power of AI-driven PC health insights from the HP Workforce Experience Platform (WXP), paired with access to replacement parts and fast onsite response - wherever works happens.¹

Solution Brief

Data Sheet

Benefits
Solutions
Resources
FAQs

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Benefits of Premium Support Services

Minimize downtime in your blended work environment when you can identify, prevent, and resolve employee device issues from anywhere.²

Keep PCs healthy with the power of AI. Device health data is compared against billions of global HP data points using AI to predict potential issues and identify needed repairs that can help minimize future downtime.

Solve problems before they become your problem. Proactive alerts notify the employee of potential PC issues, and automated ticketing helps schedule repairs when convenient, before they cause frustration and disrupt productivity.

Get employees back to work quickly. For when the most rapid repair and support is needed, employees have 24/7 preferred access to online chat or phone support experts and replacement parts, with HP Premium+ Support.

Explore optional Premium Support Service add-ons

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Travel Support

Give employees access to the help they need—almost anywhere they are—with local language telephone and on-site support coverage in 90+ countries. Now available for new select HP Desktops and Workstations, in addition to HP Notebooks.7

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Accidental Damage Protection

Repair or replace your PC when accidental drops, spills, or electrical surges harm your device.⁸

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Defective Media Retention

When storage devices fail, maintain control of the defective media in a way that meets your security standards for protecting sensitive data.⁹

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Peripheral Support

Extend device protection to cover up to six connected accessories, helping keep your complete work environment supported wherever work happens.

Trust in HP Premium Support Services to keep your business and PCs running efficiently

See how to resolve issues before they happen with HP Premium+ Support.

Watch how

Resources

How it works

Learn how HP Premium+ Support works in a business like yours.

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Comparison table

See how HP Premium+ Support compares to our other services.

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White paper

Read a 3rd party technical validation white paper for HP Premium+ Support.

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Onboarding quick guide

Preview the HP Premium+ Support onboarding guide for a look at the set-up.

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Frequently asked questions

What are HP Premium Support Services?

What’s the difference between Premium Support and Premium+ Support?

What does “predictive issue detection and alerts” mean?

What analytics do I get with Premium Support Services?

How do alerts and automated ticketing work for employees and IT?

What is the role of WXP in Premium Support Services?

Can Premium Support Services work if we have strict privacy, security, or telemetry-sharing constraints?

How do Premium Support Services help hybrid work and “support anywhere” needs?

How do I decide if Premium (vs Premium+) is the right fit?

How do Premium Support Services extend PC lifetime during component shortages, and what’s included for parts?

HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product.

The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
1. HP Premium Support (onsite support with predictive issue detection and alerts for PCs only) and HP Premium+ Support (onsite support with predictive issue detection, alerts and preferred access for PCs only) require an HP Insights agent for Windows, Mac, & Android for predictive insights, available for download at https://workforceexperience.hp.com/software. The agent collects telemetry and analytics around devices and applications that integrate into the Workforce Experience Platform and is not sold as a standalone service. Internet access is required. HP follows stringent GDPR privacy regulations, and the platform is ISO27001, ISO27701, ISO27017 and SOC2 Type2 certified for Information Security.
2. The updated Hardware Support services portfolio is available for select HP commercial PCs (desktops, notebooks, workstations, mobile workstations, Chromebooks, and RPOS). The Hardware Support services are available at the time of device purchase. Service levels and response times for HP Care Packs may vary depending on your geographic location. Service starts on date of hardware purchase. Restrictions and limitations apply. For details, visit www.hp.com/go/cpc. Service package features may vary by geography or hardware platform.
3. Out-of-band diagnostics and remediation is available in North America (which includes the US and Canada), and the EU as an HP Care Pack for select HP commercial platforms that are Intel® vPro® and Intel® AMT enabled and are entitled to HP Essential Support, HP Premium Support or HP Premium+ Support. Service levels and response times for HP Care Packs may vary depending on your geographic location. Service starts on date of hardware purchase. Restrictions and limitations apply. For details, visit www.hp.com/go/cpc. HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service, or the HP Limited Warranty provided with your HP Product. Check with your HP authorized sales rep for availability.
4. Based on HP’s internal analysis of PC manufacturers with power cycle control, non-OS control, BIOS control and reimaging control as of 7/23/2024 compared to the top 5 PC OEMs according to IDC per 24CQ1 IDC PC WW Final Market Share Static Dashboard by HP PS Market Analysis and Planning.
5. Remote reimaging of the PC depends on the customer having a standard image on the PC, not custom imaging; the HP-authorized support provider will make a best effort to reimage the standard image, but not a custom image.
6. For remote control and access via Out-of-band Remote Control, the remote device must be capable of powering on and have an Internet connection.
7. Travel Care Pack coverage requires the purchase of an HP Essential, HP Premium or HP Premium+ Support Service and is available with select HP Notebooks, Desktops and Workstations in countries where the hardware is available for purchase.
8. Sold separately or as an additional option. Accidental Damage Protection must be purchased at the time of device purchase. Other Care Packs must be purchased within 30 days of the device purchase.
9. If Defective Media Retention is purchased, defective drives will be retained by the customer.

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HP Premium Support Services

Keep your business moving with AI-powered, predictive issue detection and proactive expert support

Benefits of Premium Support Services

Stress Less with Revolutionary Remote Support.

Explore optional Premium Support Service add-ons

Travel Support

Accidental Damage Protection

Defective Media Retention

Peripheral Support

Trust in HP Premium Support Services to keep your business and PCs running efficiently

See how to resolve issues before they happen with HP Premium+ Support.

Resources

Learn more about HP Premium Support Services

Frequently asked questions

What are HP Premium Support Services?

What’s the difference between Premium Support and Premium+ Support?

What does “predictive issue detection and alerts” mean?

What analytics do I get with Premium Support Services?

How do alerts and automated ticketing work for employees and IT?

What is the role of WXP in Premium Support Services?

Can Premium Support Services work if we have strict privacy, security, or telemetry-sharing constraints?

How do Premium Support Services help hybrid work and “support anywhere” needs?

How do I decide if Premium (vs Premium+) is the right fit?

How do Premium Support Services extend PC lifetime during component shortages, and what’s included for parts?