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HP SMARTFRIEND

Tech support

Get real tech help from real tech experts — anytime, anywhere — for AU$12.00/month.

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Tired of doing your own tech support? Let the experts fix it.

Bringing your tech questions to SmartFriend means having one less thing to worry about.

We’re easy to talk to

You can ask SmartFriend any tech question at all — big or small.

We’re tech-savvy

Get fast, personalized support from a friendly face — and a brand you know.

We’re standing by

Tech problems are never convenient. That’s why we’re always here to help you get back up and running.

What’s covered

What’s covered

  • Network connectivity 

    Trouble connecting to the internet, poor browsing speeds, and other networking issues.

  • Device setup & connection

    Setting up and syncing PCs, other devices, and device accessories. 

  • System boot-up issues

    Solving issues related to battery life and diagnosing slow startup.

  • Device performance

    From fixing program crashes, improving device speeds, and removing viruses, pop-ups, and more.

  • Document & data backup 

    Creating backups of your files to help prevent data loss due to crashes, accidental deletions, etc.

  • Email setup & support

    Setting up email, resolving mailbox issues, and help with scams and phishing attempts. 

Plans & pricing

Annual subscription

Get year-round support for all your devices, brands and operating systems*

AU$109.00/year

Buy plan

Monthly subscription

Ongoing monthly support for all your devices, brands and operating systems.*

AU$12.00/month

No activation fee
Cancel at any time

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See full service details

How it works

Your SmartFriend makes tech support quick and easy.

Purchase

Choose between a 1-year prepaid plan or monthly subscription plan for your devices.

Choose plan

Call or chat us 24/7

Connect with us online, over the phone, through our secure web portal, or on HP Support Assistant.

Ask us any tech question

Ask your SmartFriend any question about any device — from any brand, HP or not. We’ve got you covered.

Get answers in real-time

Get help via chat, over the phone, or just sit back, relax, and watch us fix your problem remotely.

FAQ

What is SmartFriend?

SmartFriend provide technical support for computer software, hardware, peripherals and networking issues over the phone and via online chat for a single designated computer1. Your SmartFriend provides ‘judgment-free,’ no hassles support. No more trying to decide which software or hardware vendor to contact for support, or wasting hours spinning your wheels trying to search out answers. With over 75 years of making technology and solving problems for people, you can trust SmartFriend to solve your tech problems. SmartFriend technicians can even access your computer remotely to diagnose and resolve issues.2

 

1 SmartFriend supports any major brand of computer and tablet running Microsoft Windows, OSX, iOS, Android, or Chrome OS. However, not all service plans support tablets. SmartFriend is sold separately or as an add-on feature.

2 Service availability varies by country or region. Visit https://www.hp.com/go/smartfriend for more information.

What is the phone number to call if I need technical support?

Please call +61-1300721147 for SmartFriend support.

I am having problems with a new computer that I recently purchased. Will SmartFriend handle warranty problems?

Your SmartFriend is available to answer any question you may have and can help direct you to the right contact as necessary for in-warranty services or issues. It is likely, to your benefit, to first attempt to use any warranty service offered by your hardware or software manufacturer, as these services are typically offered free of charge for some period of time and you could void your warranty by not following its terms. For after-warranty service or non-warranty issues, SmartFriend can provide a simple, cost-effective, and trusted single-source solution for your computer troubles as per its Terms of Service.

What is online PC support?

Online computer and tech support, also known as "remote support," allows us to remotely view your computer screen and securely fix many typical problems with computers and networks (limited to Wifi connection), as well as managing certain supported peripherals attached to the computer. This is done securely over the Internet using remote access with the latest security technology.


This type of support works through desktop sharing technology. What this means is that when you log into our secure online help desk, you can allow a certified technology expert to view and interact with your computer remotely via the Internet - fixing problems and setting up new technology fast. In fact, it's like watching your computer fix itself.
 

What are the benefits of using SmartFriend?

SmartFriend can help you avoid wasteful and frustrating computer downtime. When trouble arises, you have one place to call where technicians can troubleshoot typical hardware and software problems and, if necessary, even access your computer remotely to expedite diagnosing and resolving issues. Specifically, SmartFriend helps with the following:

  • Software problems and error messages
  • Installation, setup, troubleshooting, and performance optimization
  • Learning how to protect and back up photos and documents
  • Removing viruses, spyware, and malware (Customer must have an existing virus protection software)
  • Managing smartphone, tablet, or other device from your computer (Attached to computer as peripheral)
  • Troubleshooting wireless printer and network connections
  • Providing general how-to’s, tips, and tricks
     

How often can I call SmartFriend for service?

With each of our plans you can call as often as you need to under the defined scope of support. "Unlimited" support is defined as follows: support for a single computer and specific issues defined in the service description. If excessive use or abuse is detected, customer will be notified and access to service may be restricted or terminated. Use of the service for illegal or inappropriate activities may also result in plan termination. Please see the SmartFriend Terms of Service for more information.

What are the SmartFriend hours of operation?

SmartFriend call center agents are available 24 hours, 7 days a week for technical assistance.

Is SmartFriend easy to use?

By allowing a remote technician to access your computer through the Internet, we are able to perform work on your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it's hands-free.

What language(s) is support provided in?

English only

How long does an average support session last?

Online support sessions can last anywhere from a few minutes to much longer, depending on the type of help you need.

 

In some cases, a computer may need a comprehensive tune-up, such as dealing with a severe case of spyware which may take well over an hour. In other situations, you may need assistance in setting up parental controls or privacy settings for your social networking sites. These sessions may be as short as 30 minutes. For simple problems, like locating a lost file or fixing an email problem, you can get help in 15 minutes.

Can you get back into my computer after my session is over?

No, not until you log in again and request service. When you log into SmartFriend secure online help desk you are prompted to download a temporary desktop sharing application and supporting tools that allows us to view and interact with your computer. However, once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your computer. We can no longer see or access your computer. Once the session is over, HP cannot access your computer again until you log in and request service.

Is remote access secure?

We use a 128-bit encrypted connection between your computer and the technician's computer. In this way, you have established a unique one-to-one session that prevents others from viewing or accessing the session. In addition, you are in control - only you can initiate a remote support session or end the session by simply closing the support window on your desktop, and you are always in control of your mouse (cursor). During your remote session you will see the technician using your cursor to locate and fix problems, but at any time you can override mouse control by simply moving your mouse.

Is SmartFriend just for problems, or can the service help me with installing new software or networks?

SmartFriend can help with technology problems including help with installing new software or with network configuration.

Can SmartFriend teach me how to use my computer?

SmartFriend provides basic instruction on the use of software and the specific features on your computer.

I do not know much about computers. What will I be expected to know to use SmartFriend?

Our technicians are trained and available to assist users with all levels of computer knowledge. Just tell us what your problem is in your own words and leave the troubleshooting to us for inscope issue!

What if I change my mind, can I cancel my SmartFriend Plan?

You may change your mind and execute your withdrawal right by cancelling your purchase at any time within 30 calendar days after the initial purchase for a full refund. After the initial 30 days, you will not receive any refund. Cancellations may be made by calling the support number provided in your order confirmation email.

 

For more details please visit SmartFriend – Terms of Service.

If I cancel my subscription before the 12-month contract term expires, will I incur any charges?

Please refer to service terms of service.

Where is SmartFriend available?

SmartFriend will only be provided to customers who are 18 years old and over. SmartFriend purchased on this website will only be provided in Australia.

Is my device / software elgibile for SmartFriend?

The following operating systems and devices will be supported:


Primary device registered with following O/S (only 1 primary):

  • Microsoft® Windows-based operating systems (version 10 or greater, includes
    notebooks, desktops and tablets) or
  • MacOS (version 10.14 or greater, includes both notebooks and desktops) or
    Chrome O/S, or
  • Android O/S (version 8.1 or greater), or
  • Apple iOS (version 12.5.39 and greater)

Secondary peripheral O/S or device support, interacting with Primary device:

  • Consumer printers
  • Consumer accessories (ex. mice, keyboards, head sets)
  • Consumer Routers – wireline and wireless
  • Android (version 8.1 or greater)
  • Apple iOS (version 12.5.3 and greater)

Software support:


SmartFriend is provided based on the assumption that the Customer meets certain requirements (such as PC hardware and O/S requirements) as listed above. Any Software that is being supported by SmartFriend should be validly licensed.
 

What are the accepted payment methods?

We offer a simple and safe online ordering service with no additional costs. Payment options include credit and debit cards. We accept Mastercard Credit | Mastercard Debit | Visa Credit | Visa Debit | AMEX Debit | AMEX Credit. To pay with your credit card, enter your card number and expiry date. Credit card numbers will be used exclusively for the payment process and will be treated with the utmost security. HP will request payment to be settled by your credit card provider at the time the order is placed.

 

Disclaimers

* Until cancellation, your service will continue indefinitely and HP will charge the plan fee on a monthly basis.