PC Support Services

Q: What are HP Support Services, and where do they fit in the device lifecycle?

HP Support Services help keep devices and endpoints running reliably after purchase by providing support options that prevent and reduce downtime and improve productivity for employees and IT. They’re positioned as flexible support choices (including post‑warranty and add‑ons) to help organizations maintain performance, resolve issues, and extend usable life as business needs change.

Q: What’s the difference between Essential, Premium, and Premium+ support?

Essential, Premium, and Premium+ are three tiers designed to match different needs for responsiveness, proactivity, and access—so customers can choose the right level of support for their workforce and device criticality. In simple terms, the tiers typically progress from reliable baseline support (Essential), to more proactive and predictive capabilities (Premium), to the fastest response and elevated access/priority (Premium+).

Q: Are HP Support Services available for PCs, printers, and collaboration devices?

HP offers Support Services across major endpoint types, with a consistent tiered model. Capabilities vary by endpoint to reflect how issues are diagnosed, repaired, and managed for PCs, print fleets, and collaboration environments.

Q: What does “predictive issue detection and alerts” mean for PC support?

Predictive issue detection and alerts from the HP Workforce Experience Platform are intended to identify potential device issues earlier and support faster remediation, often paired with 24/7 remote support and streamlined repair workflows. Where applicable, these capabilities rely on device insights/telemetry and can enable earlier warning, guided remediation, and reduced disruption for both IT and employees.

Q: What is Post‑Warranty Support, and when should customers use it?

Post‑Warranty Support extends coverage beyond the original base warranty or Care Pack service (Essential, Premium and Premium+) period so organizations can keep devices running optimally while planning the next refresh. It’s most relevant when budget, timing, or operational constraints require keeping devices in service longer without increasing risk from unsupported failures.

Q: Which support add‑on services can help with unexpected events or special workforce needs?

Add‑on services extend coverage beyond core support to address events and requirements that standard support may not fully cover, such as accidents, travel, batteries, peripherals, and end‑of‑use handling. These options help organizations adapt support to real‑world conditions—like mobile workstyles, higher accident exposure, business criticality, strict data handling, or a need for structured device disposition at end of life.

Q: What is Travel Support, and can it be purchased on its own?

Travel Support is designed to provide device support coverage when employees are traveling, and it is not purchased standalone—it is tied to an underlying support service level. It’s suited to organizations with frequent business travel and helps maintain continuity when employees need support outside their home country. Travel Support is available for new select HP Desktops and Workstations in addition to HP Notebooks.

Q: How do Support Services help when IT teams are stretched by hybrid work and resource constraints?

Support Services help reduce productivity disruptions and improve support consistency, especially when employees and devices are distributed across remote and hybrid work locations. Tiered options help IT choose the right balance of responsiveness and proactivity without needing to add headcount to manage routine incidents, repair coordination, and escalations.

Q: How can Support Services help during supply constraints or component shortages?

HP Support Services can help organizations extend PC lifetime during memory and component shortages by reducing unplanned failures and keeping devices running longer through repair, proactive maintenance, and lifecycle‑extending options. This includes predictive alerts from the HP Workforce Experience Platform that identify issues early and fast remote/onsite repair when a physical fix is needed, which helps customers “buy time” and maintain productivity without forcing a refresh; for customers using Premium or Premium+ Support, replacement parts and materials are included as part of the repair experience, and Premium+ further adds preferred access to replacement parts (and HP service experts) to improve parts availability and speed recovery when supply is constrained.

Q: What is HP Priority Services, and when is it relevant?

HP Priority Services are designed for organizations that want a more premium support engagement model and elevated access to expertise to help address technology challenges alongside their IT staff. It frequently offers resident services. It’s most relevant for larger or more complex environments where escalation paths, consistency, and proactive support management matter.

Flexible PC support and repair options designed to keep businesses moving

Help prevent productivity disruptions and enable IT to do more with reliable HP PC support. Keep your people and PCs running at peak performance with flexible desktop support services and notebook support options for wherever work happens.¹

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FAQs

Benefits of PC Support Services

Restore productivity faster with expert remote assistance, onsite repair, and automated service workflows that minimize downtime.

Customize your PC support with supplemental options for accidental damage, defective media, travel, peripherals, and other workforce needs.

Avoid disruption with AI-driven predictive issue detection and alerts powered by HP Workforce Experience Platform (WXP).²

Protect your technology investments with post-warranty coverage and support services that help maintain performance as PCs age.

Choose from three flexible options:

Employees meeting in open work space with HP desktops

Essential

Reliable expert support & convenient remediation

Get back to work quickly with remote support and convenient onsite repair with HP Essential Support. Optional device health insights speed issue remediation issues with a budget-friendly option to keep devices running optimally.

Premium

Predictive support, when and where you need it

Limit interruptions with AI-powered predictive issue detection, user alerts and 24/7 remote support to resolve most issues. If a physical repair is needed, automated ticketing lets you request an expert technician visit at your location.²

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Premium +

Proactive issue detection with rapid expert resolution

Avoid productivity disruption with our fastest response and repair, which includes AI-powered predictive issue detection and alerts, preferred access to 24/7 expert remote support and HP parts, plus onsite device repair—wherever work happens.²

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Post-Warranty Support

Stretch your tech investment. Keep existing devices running optimally and get more time to plan your next refresh by extending your warranty coverage by an additional year with Post-Warranty Support.³

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Extra coverage for the unexpected

Supplement your support with custom options that enable your anywhere workforce.

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

Maintain control of your sensitive data. Keep your hard drive if it is defective and requires replacement while under warranty.⁹

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Travel Support

Provide device support in 90+ countries around the globe when employees are traveling on business. Now available for new select HP Desktops and Workstations, in addition to HP Notebooks.¹⁰

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Battery Replacement

Timely battery replacement when the original PC battery is failing with two convenient methods for replacement - offsite or onsite.

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Asset Disposition

Repurpose or recycle end-of-use IT devices from any vendor.¹¹

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Peripheral Care Pack

Add additional coverage to up to 6 accessories that attach to your hardware to support your work environment from anywhere.

HP Priority Services

Enhance enterprise IT performance with premium global support from HP experts working with your IT staff to address technology challenges, so you quickly get back to business.¹²

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Frequently asked questions

What are HP Support Services, and where do they fit in the device lifecycle?

What’s the difference between Essential, Premium, and Premium+ support?

Are HP Support Services available for PCs, printers, and collaboration devices?

What does “predictive issue detection and alerts” mean for PC support?

What is Post‑Warranty Support, and when should customers use it?

Which support add‑on services can help with unexpected events or special workforce needs?

What is Travel Support, and can it be purchased on its own?

How do Support Services help when IT teams are stretched by hybrid work and resource constraints?

How can Support Services help during supply constraints or component shortages?

What is HP Priority Services, and when is it relevant?

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. 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.
2. 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.
3. Certain products may be eligible for a Post Warranty Support Service. Such Support Service must be purchased and registered as follows: No earlier than ninety (90) days prior to expiration of the original product warranty or previously purchased Support Service and no later than thirty (30) days following expiration of the product warranty or previously purchased Support Service. Only one Post Warranty Support Service can be purchased and registered on the same product at the same time. Post Warranty Support Service begins upon the later of expiration of the original product warranty, expiration of previous support coverage, or the Support Service purchase date, as applicable, and terminates upon completion of the specified number of years of service purchased. 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.
4. 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.
5. 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.
6. 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
7. 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.
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.
10. 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.
11. ¹Fair market value will be assessed based on the age and condition of the recovered device. Not all devices may have any residual value. If a device does not have any residual value, HP will responsibly recycle it through HP's approved partners for a fee*, should this be requested by the customer Learn more about HP standards for hardware reuse and recycling. (https://h20195.www2.hp.com/V2/GetDocument.aspx?docname=c04935843)
12. HP Priority Access requires a 250-device minimum of HP PC and/or HP commercial printers. Device minimum install bases require a valid HP warranty or HP extended hardware service contract

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PC Support Services

Flexible PC support and repair options designed to keep businesses moving

Benefits of PC Support Services

Choose from three flexible options:

Reliable expert support & convenient remediation

Predictive support, when and where you need it

Proactive issue detection with rapid expert resolution

Post-Warranty Support

Stress Less with Revolutionary Remote Support.

Extra coverage for the unexpected

Accidental Damage Protection

Defective Media Retention

Travel Support

Battery Replacement

Asset Disposition

Peripheral Care Pack

HP Priority Services

Frequently asked questions

What are HP Support Services, and where do they fit in the device lifecycle?

What’s the difference between Essential, Premium, and Premium+ support?

Are HP Support Services available for PCs, printers, and collaboration devices?

What does “predictive issue detection and alerts” mean for PC support?

What is Post‑Warranty Support, and when should customers use it?

Which support add‑on services can help with unexpected events or special workforce needs?

What is Travel Support, and can it be purchased on its own?

How do Support Services help when IT teams are stretched by hybrid work and resource constraints?

How can Support Services help during supply constraints or component shortages?

What is HP Priority Services, and when is it relevant?