When your PCs don’t work, your employees can’t either.
Minimize downtime in your blended work environment when you can identify, prevent, and resolve employee device issues from anywhere. Our live experts and smart automation deliver 24/7 preferred access to remote tech support and genuine HP parts, for quick and efficient expert response and onsite repair for most HP commercial notebooks and desktops worldwide. 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.
Solving 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.
Stress Less with Revolutionary Remote Support.
HP Out-of-Band Remote Support Services
An industry-first service unmatched by any OEM.3 Even when the OS is unreachable, IT Support can remotely connect to an employee’s PC to:
• Re-image the device4
• Run hardware diagnostics
• Repair BIOS
• Re-boot and restore5
• Run firmware updates
• Minimal user involvement
HP Out-of-Band Remote Connect License7
Self-administer Out-of-Band Remote Support with the HP Workforce Experience Platform for any Intel vPro Enterprise enabled device, regardless of manufacturer.8 You can also pair this with HP Essential, Premium or Premium+ for more complete coverage with a new HP device.
Optional add-ons to extend your Premium Services support to cover the unexpected.
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.9
Accidental Damage Protection
Repair or replace your PC when accidental drops, spills, or electrical surges harm your device.10
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.11
Peripheral Support
Extend device protection to cover up to six connected accessories, helping keep your complete work environment supported wherever work happens.
Resources
How it works
Learn how HP Premium+ Support works in a business like yours.
Comparison table
See how HP Premium+ Support compares to our other services.
White paper
Read a 3rd party technical validation white paper for HP Premium+ Support.
Onboarding quick guide
Preview the HP Premium+ Support onboarding guide for a look at the set-up.
Learn more about HP Premium+ Support
Frequently Asked Questions
What are HP Premium Support Services?
HP Premium Support Services are designed to go beyond standard device warranties by combining 24/7 remote support, onsite repair when needed, and predictive AI-driven device insights to help identify potential issues earlier so disruptions are reduced and resolution can start faster.
What’s the difference between Premium Support and Premium+ Support?
Premium Support centers on predictive issue detection, alerts, and 24/7 remote support, access to replacement parts, with onsite repair when required, while Premium+ builds on that same foundation with an elevated experience designed for customers who need the fastest response and added priority-style access to experts and parts when constraints exist.
What does “predictive issue detection and alerts” mean?
Predictive issue detection and alerts refer to using device health signals from telemetry to flag likely problems earlier and notify users and/or support workflows so the issue can be addressed before it becomes a productivity-impacting incident, often paired with automation that helps streamline the path to a support case and repair if required.
What analytics do I get with Premium Support Services?
Premium Support Services are positioned to provide analytics and visibility through the HP Workforce Experience Platform (WXP), giving IT a more centralized way to view device status and support-related signals so teams can move from reactive “break/fix” patterns toward more proactive support management.
How do alerts and automated ticketing work for employees and IT?
The intent of alerts and automated ticketing is to reduce friction by turning an identified issue into a structured support action—so employees don’t have to diagnose the problem on their own and IT doesn’t have to manually chase basic data—helping cases move more quickly from “issue detected” to “support engaged” to “repair scheduled” when needed.
What is the role of WXP in Premium Support Services?
The Workforce Experience Management Platform (WXP) is a central hub for fleet management and productivity used to enable the premium “data-driven” experience—bringing device health signals, analytics, and fleet visibility into a common console so support is guided by what the devices are telling you, not only by what users report after something breaks.
Can Premium Support Services work if we have strict privacy, security, or telemetry-sharing constraints?
Premium Support can still provide traditional support elements like remote help and onsite repair, but the predictive/analytics-and-alerts value depends on whether the required device health telemetry can be collected and shared in your environment, so organizations with strict constraints typically align on what signals are permitted before relying on the predictive experience.
How do Premium Support Services help hybrid work and “support anywhere” needs?
Premium Support Services are built for distributed work by combining always-available remote support with onsite repair when a physical fix is required, and by using alerts and analytics to reduce the time lost to slow diagnosis and “back-and-forth” troubleshooting when employees and devices are not centrally located.
How do I decide if Premium (vs Premium+) is the right fit?
Choose Premium when you want predictive detection, alerts, analytics-driven support, and 24/7 remote help as a strong baseline for most users. Choose Premium+ Support when device downtime is more business-critical and you want the highest-tier experience designed for faster response and priority-style access in more demanding situations.
How do Premium Support Services extend PC lifetime during component shortages, and what’s included for parts?
Premium Support Services help extend PC lifetime when components are constrained by shifting support from reactive break/fix to proactive prevention—using predictive detection and alerts to surface risks (such as battery, storage, fan, or thermal indicators) before they disrupt work, then enabling remote support and onsite repair workflows that keep devices in service longer; in this Premium experience, replacement parts and materials are included to help keep PCs up and running and extend useful life, and Premium+ adds preferred access to replacement parts (and HP service experts), which supports faster response and repair when parts availability is tight.
Footnotes and disclaimers
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.
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.
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.
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.
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
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.
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.
Out-of-band Remote Connect is available as a license in varying term lengths and is vendor-agnostic for any PCs that are Intel® vPro® Enterprise and Intel® AMT enabled. Includes and requires Workforce Experience Platform Starter to administer and manage the software solution. Available in US, Canada and EU from HP representatives or HP-authorized resellers. HP Sure Recover and Out-of-band Remote Connect are not compatible. HP commercial platforms beginning with the EliteBook X G2x series forward are expected to be compatible.
WXP Starter is included with HP Out-of-band Remote Connect and WXP Starter or paid WXP tiers are required to administer and manage the software solution. The HP Insights agent is required and is a telemetry and analytics app that provides critical data around devices and applications, is not sold as a standalone service and is ISO27001, ISO27701, ISO27017 and SOC2 Type2 certified for Information Security. Internet access with connection to the portal is required. For full system requirements, please visit http://www.hpdaas.com/requirements. Purchase of any HP Insights agent-enabled service necessitates enabling software to run on each device. HP Services Scan is provided through Windows Update on select HP hardware and will check entitlement on each hardware device to determine if an enabled service has been purchased and will download applicable software automatically. To disable this feature, please follow the instructions at http://www.hpdaas.com/requirements.
- 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.
- 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.
- If Defective Media Retention is purchased, defective drives will be retained by the customer.