Clarifying
HP Care Pack vs. Standard Warranty
This document has the purpose to clarify the difference between the standard warranty and the
enhanced warranty which can be subscribed through the HP Care Pack portfolio. For more
information around HP Care Pack, HP refers to the service data sheets explaining the different
services in detail.
Spare parts
Standard Warranty
 HP:s stock of spare
parts is not planned
in relation to sales
volume.
 There is no time
guaranteed for the
spare part arrival at
destination (best
effort).
Labor (including travel)
Standard Warranty
 Most HP equipment
components has a
CSR coding (CSR =
Customer Self Repair).
This means the spare
part will be sent to the
customer site for the
customer to replace
the component by
own labor. The
contingent need of HP
labor and travel will
be charged and
invoiced.
Ver 2.1. This is not a legal document, just a clarification. For the HP legal obligations, see our standard Terms & Conditions.
HP Care Pack (NBD)
 HP:s stock of spare
parts is planned in
relation to the total
sales volume, but is
not customer based or
customer specific.
 Customers with HP
Care Pack have a
higher priority than
customers at standard
warranty.
HP Care Pack (NBD)
 CSR is first choice.
Still, the customer has
the right to HP onsite
labor.
 A technician will
arrive according to a
best effort process,
meaning customers at
a higher service level
will be prioritized.
HP Care Pack 4 Hr Onsite
 HP:s stock of spare
parts is planned in
relation to the total
sales volume and also
in consideration of the
numbers of customers
in a certain
geographic area.
 Customers with HP
Care Pack have a
higher priority than
customer at standard
warranty.
 The spare parts are
located in a local
repository.
HP Care Pack 4 Hr
Onsite
 CSR is first choice.
Still, the customer has
the right to HP onsite
labor.
 A technician will be
onsite within the 4 Hr
timeframe, given the
customer has been
active and of
assistance during the
remote support
process.
HP Care Pack CTR
 Customer specific
spare part planning
based on the
customers
configuration and
location.
 Customer at Call-To-
Repair has the highest
priority.
 The spare part will
arrive at destination in
time to ensure the
promised SLA.
HP Care Pack CTR
 Guaranteed time to
resolution with onsite
technician.
 A technician will be
onsite within the SLA
timeframe, given the
customer has been
active and of
assistance during the
remote support
process.
 Customer at top
priority.