HP Print At Your Service is an innovative way to save big and worry less about business printing. With HP Print At Your Service, you will receive a new HP printer and Next Business Day Onsite Service, plus automated supplies delivery and the quality and reliability of Original HP supplies. Using smart technology, your HP Print At Your Service device can tell when you’re running low on ink or toner and will order replacement cartridges before you run out.
With your HP Print At Your Service plan, you will receive Hardware Support Onsite Service that provides high-quality remote assistance and onsite support for your HP Print At Your Service devices. This service provides coverage for eligible HP Print At Your Service printers and attached HP branded accessories purchased together.
The customer will be required to meet certain program requirements as well as support HP’s remote problem resolution efforts. The customer will:
If the customer does not act upon the specified customer responsibilities, at HP’s discretion, HP or the HP authorized service provider will 1) not be obligated to deliver the services as described, or 2) perform such service at the customer’s expense at the prevailing time and material rates.
Remote problem diagnosis and support
Once the customer has placed and HP has acknowledged the receipt of a call, HP will work during the coverage window to isolate the hardware incident and to remotely troubleshoot, remedy, and resolve the incident with the Customer. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote support solutions to access your HP Print At Your Service printer, or HP may use other means available to facilitate remote incident resolution.
Onsite hardware support
For hardware incidents that cannot, in HP’s judgment, be resolved remotely, an HP authorized representative will provide onsite technical support on covered printers to return them to operating condition. HP may elect to replace certain printers in lieu of repairing them per its sole discretion. Replacement printers are new or functionally equivalent to new in performance. Replaced printers become the property of HP.
Once an HP authorized representative arrives at the customer’s site, the representative will continue to deliver the service, either onsite or remotely, at the discretion of HP, until the printer(s) are repaired. Work may be temporarily suspended if parts or additional resources are required, but work will resume when they become available.
To ensure high service quality and quick turnaround time, the level of damage will determine whether the unit can be repaired onsite. Repair is considered complete upon HP verification that the hardware malfunction has been corrected or that the hardware has been replaced.
Replacement parts and materials
HP will provide HP-supported replacement parts and materials necessary to maintain the covered product in operating condition, including parts and materials for available and recommended engineering improvements. Replacement parts provided by HP shall be new or functionally equivalent to new in performance.
Replaced parts become the property of HP. Customers who wish to retain, degauss, or otherwise physically destroy replaced parts will be billed and required to pay the list price minus any applicable discounts for the replacement part.
Maximum supported lifetime/maximum usage: Parts and components that have reached their maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer’s operating manual, product QuickSpecs, or the technical product data sheet will not be provided, repaired, or replaced as part of this service.
Firmware updates for selected products
As HP releases entitled firmware updates to HP hardware products, these updates are only made available to customers with an active agreement that entitles them to access these updates. As part of this service, customers are required to download, install, and use firmware updates for printers covered by this service, subject to all applicable license restrictions in HP’s current standard sales terms.
Calls received outside this coverage window will be logged at the time the call is placed to HP but will not be acknowledged until the next day for which the customer has a coverage window. The coverage window for eligible products is specified in the “Next-day response, standard business hours (8 to 5)” section. Coverage windows are subject to local availability. Contact a local HP sales office for detailed information on service availability.
Onsite response time for hardware support
For printer incidents that cannot be resolved remotely, HP will use commercially reasonable efforts to respond onsite within the specified onsite response time.
Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HP. The onsite response time ends when the HP authorized representative arrives at the customer’s site, or when the reported event is closed with explanation that HP has determined it does not currently require an onsite intervention. Calls received after 2:00 p.m. local time or on Fridays will be acknowledged the next coverage day and serviced within the following coverage day.
Response times are measured during the coverage window only and may be carried over to the next day for which a coverage window exists. Response time options available for eligible products are specified in the “Next-day response, standard business hours (8 to 5)” section. Response times are subject to local availability.
HP has established formal escalation procedures to facilitate the resolution of complex incidents. Local HP management coordinates incident escalation, enlisting the skills of appropriate HP resources and/or selected third parties to assist with problem-solving.
Limited long-life consumables
Limited long-life consumables may be included in conjunction with onsite repair service at the discretion of the HP Service Technician and may include the following parts as needed: fuser, automatic document feeder roller, intermediate transfer belt, toner collection unit, printhead wiper kit, service fluid, container, and roller kit.
Next-day response, standard business hours (8 to 5)
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. 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. Calls received after 2:00 p.m. local time or on Fridays will be acknowledged the next coverage day and serviced within the following coverage day
HP Support Office
|Nest business day
onsite response time
|Travel zone charges|
|Zones 0 to 2||0–50 miles (0–80 km)||Next business day||No uplift|
|Zone 3||51–100 miles (81–160km)||Next business day||No uplift|
|Zone 4||101–200 miles (161–320km)||1 additional business day||No uplift|
|Zone 5||201–300 miles (321–480km)||2 additional business days||Custom quote based on
actual travel charges
|Zone 6||Beyond 300 miles (+480km)||Not available||Custom quote based on
actual travel charges
Delivered typically in 1 to 2 working days