HP 3-year NBD HW Support w Defective Media Retention for LJ CP5225

HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. HP technical resources work with your IT team to help you resolve hardware and software problems with HP and selected third-party products.

For hardware products covered by HP Foundation Care, the service includes remote diagnosis and support, as well as onsite hardware repair if it is required to resolve an issue (replacement parts and materials included). For eligible HP hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HP software.

In addition, HP Foundation Care Service provides electronic access to related product and support information.

HP Foundation Care NBD Service:

Hardware support:
–Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays.
–Onsite response time: Next-business-day onsite response: For incidents with covered hardware that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite the next business day. An HP authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service the next coverage day after the call has been received and acknowledged by HP. Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP, as described in the ‘General provisions/Other exclusions’ section.’ The onsite response time ends when the HP authorized representative arrives at the Customer's site, or when the reported event is closed with the explanation that HP has determined it does not currently require an onsite intervention. Calls received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage day.

Software support:
–Coverage window: Standard business hours, standard business days: Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays.
–Remote response time: Once a software problem is logged, an HP Solution Center engineer will respond to the call within two hours.

Software Support includes the following features:
-Access to technical resources
-License to use software updates
-Installation advisory support
-Software features and operational support
-Software product and documentation updates
-HP recommended software and documentation updates method

HP Defective Media Retention (DMR):

For eligible products, this service feature option allows the Customer to retain defective hard disk or eligible SSD/Flash drive components that the Customer does not want to relinquish due to sensitive data contained within the disk ('Disk or SSD/Flash Drive') covered under this service. All Disk or eligible SSD/Flash Drives on a covered system must participate in the defective media retention.