HP Premium+ Support

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 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. The platform is ISO27001, ISO27701, ISO27017 and SOC2 Type2 certified for Information Security.
3. 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.
4. 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
5. 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.
6. 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.
7. 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.
8. 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.
9. The HP Device Life Extension capability is for HP commercial PCs. HP-certified partners will perform functional diagnostics, data removal, interior and exterior cleaning, enhance device performance, reimaging, and conduct platform updates. This service is available as a Care Pack when it is sold with new hardware or to existing devices by purchasing it within the existing Post Warranty eligibility window. See datasheet for complete details.
10. Sold separately or as an additional option. 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.
11. If Defective Media Retention is purchased, defective drives will be retained by the customer.