HP CUSTOMER FAQ
HP Hardware Support Services
Frequently Asked Questions (FAQ) for Customers
This document applies to:
• HP Premium+ Support (formerly Active Care)
• HP Premium Support (also Next Business Day Onsite Support and HP Onsite Care)
• HP Essential Support (also HP Offsite Care, Pick Up & Return, and Return to Depot)
Table of Contents:
HP Workforce Computing Hardware Support Services
HP Premium+ Support (formerly Active Care)
HP Essential Support and HP Premium Support
HP Workforce Experience platform
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Frequently Asked Questions (FAQ) For Customers
HP Hardware Support Services FAQ
Q: What are HP Hardware Support Services?
A: HP Hardware Support Services is how we now refer to our Care Pack services, also referred
to previously as “Fix” or “Maintain” services. The portfolio includes all of HP’s capabilities to
identify and resolve device issues, sold as Care Packs attached to transactional hardware
sales, as well as included in Managed Device Service Solutions. We have three core offers
for customers to choose, now organized in a simple Good/Better/Best architecture. They
include:
• HP Premium+ Support (formerly Active Care)2,5
• HP Premium Support5 (formerly Next Business Day Onsite and HP Onsite Care services),
• HP Essential Support5 (formerly HP Return to Deport, HP Pick Up and Return, HP Offsite
Care and HP Offsite services).
Below is a comparison of the three services:
Q: What is covered with Hardware Support?
A: This service provides coverage for eligible HP PCs including HP-supported and supplied
internal components such as memory and optical drives. This includes coverage for
attached HP-branded accessories included in the original packaging of the PC, such as a
wired mouse, wired keyboard, or AC power adapter. HP Care Pack services with this
coverage limitation do not cover external HP monitors. All-in-one devices do include the
display, which is not considered a separate, external monitor. However, a second monitor
attached to an all-in-one device, for example, would not be covered by this HP Care Pack.
Docking Stations will be covered if your laptop, docking station and HP Care Pack are
purchased at the same time and on the same order or customer invoice.
HP Premium+ Support
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Frequently Asked Questions (FAQ) For Customers
Q: What is HP Premium+ Support?
A: HP Premium+ Support (formerly HP Active Care) is a smart service that alerts of potential
device issues using predictive AI-powered insights, automated IT ticketing and proactive 24/7
support7 for our fastest diagnosis and repair—wherever work happens.2,5
HP Premium+ Support accelerates problem diagnosis and remediation on HP devices, often
before the device issue impacts the user’s productivity. Automated IT ticketing (also referred
to as automated case generation) minimizes disruptions by prompting end users to open a
case as soon as an issue is detected, before the device goes down, enabling end users to
schedule repairs at their convenience.
Optimize PC uptime with predictive, proactive analytics that let IT administrators or your
channel partners know the condition of every HP device in the fleet. IT administrators or
channel partners can quickly identify device issues when and where they occur, order
replacement parts, and install them as needed. This service is only available on HP devices
and includes:
• 3-, 4-, or 5-year plans
• Next business day response
• 24/7 Remote tech support available globally in English7
• Onsite repair or replacement when remote tech support can’t resolve the issue.
Q: What is the difference between HP Premium+ Support and HP Active Care?
A: HP Premium+ Support is the same service as HP Active Care with a simpler, more intuitive
name that clearly positions the service as our fastest and most complete support service.
Q: What exactly is included in HP Premium+ Support?
A: HP Premium+ Support includes:
• Predictive AI-powered insights that proactively monitor the health of HP devices for hard
drive, battery, fan failure, and thermal issues as well as critical BIOS updates.
• End-user case generation/IT ticketing: Pop-up alerts about possible device issues appear
on the end users' devices. This is enabled by predictive AI-powered insights from the
Workforce Experience platform. The automated case generation (also known as
automated IT ticketing) allows end users to quickly schedule remediation when and
where it is convenient for the users. This also eases the burden on IT administrators, so
that they can focus on strategic IT priorities.
• IT administrator case generation/IT ticketing: HP Premium+ Support enables IT
administrators to receive notifications related to the health of their HP devices on an
optional dashboard in the Workforce Experience platform. These alerts provide insights
on thermal grading, hard disk drive (HDD) issues, low batteries, and critical BIOS updates.
Since the dashboard allows IT administrators to view all of their HP devices, the
dashboard enables them to group together HP devices needing support services and
schedule the repair, driving efficiency and streamlining tech support.
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Frequently Asked Questions (FAQ) For Customers
• Next Business Day response to service requests.
• Prioritized remote tech support that's available globally 24/7 in English via online chat and
phone support7: After receiving and acknowledging the generated case, HP will begin to
isolate, troubleshoot, and resolve the hardware incident. HP will perform remote
diagnostics using electronic remote support to access the devices or use other means
available to facilitate remote resolution.
• Onsite Hardware Support: For hardware incidents that cannot be resolved remotely, an
HP authorized representative will provide onsite tech support on covered hardware to
return them to operating condition. Turnaround time for this service will be three to five
business days from the receipt and acknowledgment of the reported issue for eligible
locations, except in cases of intermittent failures and non-availability of parts, which may
require additional repair time. The three to five business days turnaround time is not
available for all geographic locations and may be longer outside metropolitan areas.5
• Replacement Parts and Materials: HP or an HP authorized delivery partner will provide
HP-supported replacement parts and materials necessary to maintain the covered
product in operating condition, including those for available and recommended
engineering improvements.
Q: How should IT administrators submit requests for support?
A: To contact HP, the best method is creating a case digitally at https://support.hp.com/.
Incidents with covered hardware can be reported 24x7 to HP specialized agents via the
website (Visit https://support.hp.com, choose the “Business Support” tab and select “Create
a new case”.) IT administrators may subsequently manage their cases from there. During
A: customer service windows, customers may then contact HP by phone or chat for any
created case. Alternatively, customers who contact HP directly by phone or chat will reach
standard agents, who will start by collecting required administrative elements to identify
customers and verify their entitlement to the service. This alternate route may take longer
and require more customer effort than starting all the support experiences from the web,
which is highly recommended.
Q: Which optional services can be added on to HP Premium+ Support?
A: The following optional add-on Care Packs may be added onto the customer’s device
purchase to supplement the support coverage.
• Accidental Damage Protection - Repair or replace your PC when accidental drops, spills,
or electrical surges harm your device.1,3
• Defective Media Retention - Maintain control of your sensitive data. Keep your hard drive
if it is defective and requires replacement while under warranty 1,3,4
• Device Life Extension - Optimize IT investments and reduce your carbon impact by
maximizing the life of your existing devices through HP Device Life Extension.1,3,8
• Travel Support - Travel worry-free, stay productive, and reduce downtime whenever with
local language telephone and onsite support in over 90 countries.1,3
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Frequently Asked Questions (FAQ) For Customers
• Absolute - Gain a robust security solution to protect data and devices—on or off the
corporate network.1,3
• Asset Disposition - Repurpose or recycle end-of-use IT devices from any vendor. 1,3
• Solution Care Pack - Add additional coverage to up to 6 accessories that attach to your
hardware to support your work environment from anywhere. 1,3
•
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. 1,3
Q: How do customers register and enable this service so that their end users can begin
benefiting from the pop-up alerts and predictive service?
A: HP Premium+ Support and HP Active Care are offered on most HP commercial desktops and
laptops, Chromebooks, and point of sale systems (RPOS), depending on which generation of
HP devices are being purchased. HP Premium+ Support and HP Active Care are not available
on thin clients.
• 2021 devices: One must install the HP Insights agent for Windows, Mac, & Android
manually.
• 2022 devices: If the out-of-box experience (OOBE) is checked at the time of your
hardware’s first boot, that consent enables HP to install the HP Insights agent for
Windows, Mac, & Android to collect information related to the device.
• 2023+ devices: Buy and register HP Premium+ Support (formerly Active Care). HP
Services Scan is provided on select HP commercial devices through Windows
Update and will check entitlement on each hardware device to determine if the
service has been purchased and will download applicable software automatically.
For more details on HP Services Scan, please access the HP Services Scan white
paper. To disable this feature, please follow these instructions online. HP
Chromebooks with ChromeOS and HP Retail Point-of-Sale (RPOS) devices require
a dashboard to view the proactive alerts and create service tickets. There will not
be an option to send alerts to the end user via these devices. To use this
dashboard on HP Chromebooks, a one-time integration of the Google Admin
Console is needed with the dashboard. For details on this integration, please see
this reference guide. To enable the service on RPOS, a separate HP notebook or
desktop device must be allocated to host the dashboard to manage alerts and
create service tickets. To enable the service on RPOS, see this RPOS reference
guide.
• Access full information in the User Guide.
Q: How do customers and their channel partners access the optional dashboard to manage the
HP devices across a fleet?
A: An optional dashboard is available for customers that want to manage all incidents and
repair centrally with an IT team. If one is needed, customers should submit a request online.
Channel partners need to complete SABA trainings before being granted a partner multi-
tenant dashboard.
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Frequently Asked Questions (FAQ) For Customers
Q: Why do some of my PCs have HP Active Care attached and others have HP Premium+
Support?
A: Gen11 devices that started becoming available on March 8, 2024, will be eligible for HP
Premium+ Support. Gen9 and Gen10 devices will continue to be eligible for HP Active Care. A
reminder: HP Premium+ Support is the same service with new positioning as HP Active Care.
Q: What is the duration of the HP Premium+ Support term?
A: HP Premium+ Support is available for 3, 4, or 5 years.
Q: What are the advantages of buying HP Premium+ Support vs. buying other break-fix
services?
A: HP Premium+ Support is the fastest, predictive and proactive support service from HP. In
contrast to HP Premium Support, Next Business Day Onsite Support and HP Onsite Care, HP
Premium+ Support uses predictive AI-powered insights, automated IT ticketing and proactive
24/7 support7 for HP’s fastest diagnosis and repair—wherever work happens.2,5 Since device
issues are resolved before incurring device downtime, customers benefit from more device
uptime as well as greater employee productivity and satisfaction.
Q: Does HP Premium+ Support need to be registered?
A: Yes, HP Premium+ Support (and HP Active Care) need to be registered to initiate the service.
Unlike other types of HP Care Packs, the email address of the person (IT Admin) who will be
managing the dashboard, if the optional dashboard is desired and requested must be
provided at registration. If the customer does not provide a valid email address at the time of
registration, this service is unable to be entitled and used. NOTE: The dashboard is an option
for those who wish to manage device issue resolution centrally. The optional dashboard is
not required.
Q: When does HP Premium+ Support need to be registered?
A: HP Premium+ Support must be registered within 10 days of purchase. If HP Premium+
Support is purchased through an HP Authorized Delivery Partner, it may be registered up to
30 days post-sale.
Q: How should a customer or channel partner register HP Premium+ Support?
A: There are 3 ways to register HP Premium+ Support:
• For channel partners, registration is available via Channel Services Network, and follows
the standard Care Pack registration process. Please note that the email of the person
monitoring the optional dashboard needs to be provided at the time of purchase.
• Auto-registration: If the auto-registration criteria is met, then HP Premium+ Support will
be automatically registered and the customer will receive a copy of the certificate sent to
the e-mail provided on the order.
• If auto-registration is not possible, the customer will receive an e-mail to register the
service. This is sent to the e-mail provided on the order and Fixed Care Pack Ops will try
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Frequently Asked Questions (FAQ) For Customers
to obtain the missing data and attempt registration.
A 5-minute video that walks viewers through the registration process is available online.
Q: How can customers learn more about HP Premium+ Support and other HP Services?
A: For more information on HP Premium+ Support along with the full offering of HP Support
Services, please visit https://hp.com/support-services or contact your HP sales or partner
representative.
HP Essential Support and HP Premium Support
Q: What do HP Essential Support and HP Premium Support offer and how are those different
from HP Premium+ Support?
A: Our introductory-level service, HP Essential Support (which also applies to HP Return to
Deport, HP Pick Up and Return, HP Offsite Care and HP Offsite services), offers high-quality
repair service with remote support via online chat and offsite repair at a designated repair
center.5 This is our budget-friendly package. The service includes offsite repair or
replacement, materials and parts, labor, and the cost of the return shipment. It provides a
courier who picks up the faulty unit, repairs it and returns the operational unit to the
customer, if the issue cannot be fixed remotely. In some geographies, the customer is
responsible for shipping or delivering the device to the designated repair center. Turnaround
time for this service will be up to 10 business days for eligible locations, except in cases of
intermittent failure and non-availability of parts, which may require additional repair time. The
up to 10 business days turnaround time is not available for all geographic locations and may
be longer outside metropolitan areas.
HP Essential Support is available in 3, 4 and 5-year terms and is available at the time of
device purchase.
HP Premium Support (which also applies to Next Business Day Onsite and HP Onsite Care
services) offers high-quality service with remote support via online chat and phone, as well
as an HP expert being dispatched to the customer’s location to fix device issues, if the issues
can’t be repaired remotely.5 The service includes remote and onsite repair or replacement,
materials and parts, and labor. The onsite repair or replacement of HP devices minimizes
customer’s downtime. This also means that an HP technician can conveniently meet
customers at the office, home office or somewhere in between.
Turnaround time for this service will be three to five business days from the receipt and
acknowledgment of the reported issue for eligible locations, except in cases of intermittent
failures and non-availability of parts, which may require additional repair time. The three to
five business days turnaround time is not available for all geographic locations and may be
longer outside metropolitan areas. This service does include next business day response.1
It also is available in 3, 4 and 5-year terms and is available at the time of device purchase.
Q: What is the reason for the additional offerings of HP Essential Support and HP Premium
Support, if HP Premium+ Support is the best support package that HP offers?
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Frequently Asked Questions (FAQ) For Customers
A: The HP Support Services family embraces a good, better, best approach with HP Essential
serving as our good service, HP Premium Support being our better service and HP Premium+
Support as our best service. Some customers will require support beyond the standard
warranty yet are price-sensitive. HP Essential Support provides the affordable tech support
needed to resolve HP device issues, while eliminating additional out-of-pocket expenses. HP
Premium Support provides tech support services for those customers who need device
issues to be resolved onsite. Again, HP Premium+ Support is our fastest break/fix service,
ideal for organizations that prioritize device uptime and high employee productivity. These
services can be added to most HP commercial desktops and laptops, Chromebooks, and
point of sale systems (RPOS).
Q: How is the 24/7 remote support delivered globally?7
A: Incidents with covered hardware can be reported 24x7 to HP specialized agents via the
website (Visit https://support. hp.com/. choose the “Business Support” tab and select “Create
a new case”). Customers may subsequently manage their cases from there. During customer
service windows, customers may then contact HP by phone or chat for any created case.
Alternatively, customers may call the HP Customer Support Center 24/7,7 excluding HP
holidays.1
Q: Which optional services can be added on to HP Premium Support?
A: The following optional add-on Care Packs may be added onto your device purchase to
supplement the support coverage.
• Accidental Damage Protection - Repair or replace your PC when accidental drops, spills,
or electrical surges harm your device.1,3
• Defective Media Retention - Maintain control of your sensitive data. Keep your hard drive
if it is defective and requires replacement while under warranty 1,3,4
• Device Life Extension - Optimize IT investments and reduce your carbon impact by
maximizing the life of your existing devices through HP Device Life Extension.1,3,8
• Travel Support - Travel worry-free, stay productive, and reduce downtime whenever with
local language telephone and onsite support in over 90 countries.1,3
• Absolute - Gain a robust security solution to protect data and devices—on or off the
corporate network.1,3
• Asset Disposition - Repurpose or recycle end-of-use IT devices from any vendor. 1,3
• Solution Care Pack - Add additional coverage to up to 6 accessories that attach to your
hardware to support your work environment from anywhere. 1,3
•
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. 1,3
Q: Which optional services can be added on to HP Essential Support?
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Frequently Asked Questions (FAQ) For Customers
A: There are two optional add-on Care Packs that may be added onto your device purchase to
supplement the HP Essential Support coverage:
• Accidental Damage Protection - Repair or replace your PC when accidental drops, spills,
or electrical surges harm your device.1,3
•
Defective Media Retention - Maintain control of your sensitive data. Keep your hard drive
if it is defective and requires replacement while under warranty 1,3,4
•
Device Life Extension - Optimize IT investments and reduce your carbon impact by
maximizing the life of your existing devices through HP Device Life Extension.1,3,8
Q: Why do some of my PCs have HP Essential Support and HP Premium Support while others
have HP Care (Pick Up & Return and Return to Depot) and HP Onsite Care (Next Business
Day)?
A: Gen11 devices that started becoming available on March 8, 2024, will be eligible for HP
Essential Support and HP Premium Support. Gen9 and Gen10 devices will continue to be
eligible for HP Care and HP Onsite Care.
HP Workforce Experience platform
Q: What is the Workforce Experience platform and where can I find more information about it?
A: Workforce Experience Platform (previously known as Workforce Central) is currently in BETA,
with Global Release targeted in 2024. Customers can enjoy direct access to their employee
experiences, IT management functions, and device intelligence2 – all from a single platform.6
At HP, we use AI and machine learning (ML) to compare real-time device performance and
usage across PC, Print, Collaboration, and Security – HP uses this intelligence to anticipate
emerging trends that affect customers’ employee productivity, turning these insights into
actions.
With an AI-powered analytics platform at their fingertips, IT can leverage these insights2 to
enable dynamic multi-OS device management across their workforce, improve the return on
IT investments through proactive remediation, and identify strategies to increase employee
engagement. That’s an investment customers can’t afford not to make.
These insights simplify the management of IT resources and help reduce digital friction for
customers’ employees, empowering businesses to elevate the employee experience and
keep their people productive and engaged from anywhere. When their people thrive, so does
the business. Learn more on Solution Source.
Legal Disclaimers
1. Service levels and response times for HP Care Packs may vary depending on your
geographic location. Service starts on date of hardware purchase or the services
registration date, whichever is provided. 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.
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Frequently Asked Questions (FAQ) For Customers
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.
2. Predictive insights and proactive support are only available with HP Premium+
Support. Select HP Workforce Solutions require an HP Insights agent for Windows,
Mac, & Android, available for download at https://admin.hp.com/software. For full
system requirements and services that require the agent, please visit
https://admin.hp.com/requirements. 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 with connection to the Workforce
Experience platform is required. HP follows stringent GDPR privacy regulations, and
the platform is ISO27001, ISO27701, ISO27017 and SOC2 Type2 certified for Information
Security. Service levels and response times may vary depending on your geographic
location.
3. Sold separately or as an additional option.
4. If Defective Media Retention is purchased, defective drives will be retained by the
customer.
5. HP Essential Support, HP Premium Support and HP Premium+ Support 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. 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.
6. The Workforce Experience platform is for commercial customers and requires
registration and commercial hardware capable of supporting the HP Insights agent for
Windows, Mac, & Android. Some features and capabilities may require additional
purchase of HP services. To register for access, visit https://admin.hp.com. Activation
and restrictions may apply.
7. 24/7 phone support available in English only.
8. 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.
© Copyright 2023, 2024 HP Development Company, L.P. 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.
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