Service overview
Hardware Support Onsite Service with Maintenance Kit Replacement Service provides remote assistance and onsite support for your covered hardware, helping you to improve product uptime. You have the flexibility to choose between multiple service-level options featuring several onsite response and coverage window combinations in various durations to address your specific service needs.
Service feature highlights
• Remote problem diagnosis and support
• Onsite hardware support
• Replacement parts and materials
• Firmware updates for selected products
• Coverage window
• Onsite response time for hardware support
• Escalation management
• Access to electronic support information and services
• HP electronic remote support solution (for eligible products only)
• Defective media retention (optional for eligible products only)
Specifications
Remote problem diagnosis and support
When a problem occurs, an HP support agent will perform remote troubleshooting to diagnose the issue and, if possible, solve it immediately. HP will provide remote assistance for installation of customer-installable firmware and Customer Self-Repair (CSR) parts.
HP electronic remote support solution
HP’s electronic support solution allows an HP support specialist to access your system and helps provide more efficient troubleshooting and faster problem resolution.
Onsite Hardware Support
If the issue cannot be resolved remotely, an HP authorized representative will provide onsite technical support on covered hardware products to return them to operating condition. The HP authorized representative will arrive at the Customer’s site and continue to deliver the service, either onsite or remotely, at the discretion of HP, until the products are repaired. Work may be temporarily suspended if parts or additional resources are required, but work will resume when they become available.
Firmware updates for selected products
HP firmware updates are available to customers with an active agreement to access the updates. You will be able to download, install and use firmware updates for covered hardware products.
Access to electronic support information and services HP will provide you with access to electronic and web-based tools. Based on your product model, region and service availability you will have access to these tools:
• Subscription to hardware-related proactive service notifications
• Support forum participation
• Access to web-based technical support documents
• HP proprietary diagnostic tools with password access
• HP and third-party-hosted knowledge databases for specific products
Defective Media Retention (DMR)
For eligible products, DMR allows you to retain defective or broken disk drives after the replacement has been installed. This feature allows you to securely dispose of the drive according to your company’s security regulations.
Predictive Press Care
For eligible products, Predictive Press Care, allows HP to intelligently predict critical issues on your HP presses and then proactively advise your operator of the appropriate action to resolve the issue. Predictive press care provides early warning alerts and issue resolution instructions for upcoming problems. If parts are required for a repair, HP will proactively order the required parts and provide visual instruction aids to help your operator efficiently and successfully repair the device. The service allows you to schedule repair and maintenance at times that help minimize impact to production, helping increase uptime.
Onsite response time
Distance from HP designated support hub Next-day onsite response time
0–100 miles (0–160 km) Next-day onsite response time
101–200 miles (161–320 km) 1 additional coverage day
201–300 miles (321–480 km) 2 additional coverage days
Beyond 300 miles (480 km) Established at time of order and subject to resource availability
Brochure
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You'll enjoy fast delivery to most parts of Australia. We use a range of courier services, depending on location and efficiency.
All in stock items are dispatched same day for orders placed before 2pm.
We offer free shipping for orders over $199. Deliveries to rural and country areas, including NT and WA, and for large or bulky items, additional freight charges may apply.
As a small NDIS provider we go through a lot of stock every week. Bulk ordering is straightforward and delivery is reliable enough that we've never had to worry about running out.
As a small NDIS provider we go through a lot of stock every week. Bulk ordering is straightforward and delivery is reliable enough that we've never had to worry about running out.
As a small NDIS provider we go through a lot of stock every week. Bulk ordering is straightforward and delivery is reliable enough that we've never had to worry about running out.
As a small NDIS provider we go through a lot of stock every week. Bulk ordering is straightforward and delivery is reliable enough that we've never had to worry about running out.
As a small NDIS provider we go through a lot of stock every week. Bulk ordering is straightforward and delivery is reliable enough that we've never had to worry about running out.
We dispatch the orders placed by 3pm (AEST) on each business day.
We ensure fast and efficient delivery to your door.
Our checkout process is secured by powerful SSL.
