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HP Care Pack Services
HP Care Pack hardware service levels for peripherals
Next Day Exchange Products: Photosmart Digital Cameras; Photosmart, Deskjet, Business Inkjet, LaserJet, Color LaserJet and Designjet
Printers; Scanjet Scanners; All-in-One and Fax Products; Digital Projectors; Print Server Appliances
Available: 8 a.m.–6 p.m. local time, Monday through Friday
Location: Most areas within the continental United States; add 1 to 2 days for service in Hawaii and Alaska
Action: Permanent replacement product sent, freight prepaid with next business day delivery (for calls received before
2 p.m. PST); customer returns defective unit to HP within 10 business days of receiving replacement
Next Business
Day Response
Products: Business Inkjet, LaserJet, Color LaserJet and Designjet Printers; Scanjet Scanners; Multifunction, All-in-One
and Digital Sender Products
Available: 8 a.m.–5 p.m. local time, Monday through Friday
Location: Sites within 100 miles of a primary HP Support Office listed in the HP Support Office Guide
Action: Next business day onsite response
4-Hour Response, Standard
Business Hours
Products: Designjet Printers
Available: 8 a.m.–5 p.m., Monday through Friday
Location: Sites within 100 miles of a primary HP Support Office listed in the HP Support Office Guide
Action: 4-hour onsite service (for calls received by 1 p.m. local time)
Return to Depot Products: LaserJet and Color LaserJet Printers
Available: HP standard business hours, Monday through Friday
Location: Customer brings or ships failed product to designated HP Repair Center
Action: Unit is repaired or replaced at HP’s option in 3 business days
Installation Service Products: Business Inkjet, LaserJet, Color LaserJet and Designjet Printers; Multifunction and All-in-One Products
Available: HP standard business hours, Monday through Friday
Location: Sites within 100 miles of a primary HP Support Office listed in the HP Support Office Guide
Action: Standard hardware installation or networked hardware installation and configuration
Post Warranty Service,
Next Day Exchange
Products: Deskjet, Business Inkjet, LaserJet, Color LaserJet and Designjet Printers; All-in-One Products; Print Server Appliances
Available: 8 a.m.–6 p.m. local time, Monday through Friday,
Location: Most areas within the continental United States; add 1 to 2 days for service in Hawaii and Alaska
Action: Permanent replacement product sent, freight prepaid with next-business-day delivery (for calls received before
2 p.m. PST); customer returns defective unit to HP within 10 business days of receiving replacement; for customers
with either expired standard HP warranty or expired HP Care Pack service
Post Warranty Service,
Next Business Day
Response
Products: Business Inkjet, LaserJet, Color LaserJet and Designjet Printers; Multifunction, All-in-One and Digital Sender Products
Available: HP standard business hours, Monday through Friday
Location: Sites within 100 miles of a primary HP Support Office listed in the HP Support Office Guide
Action: Next business day onsite response for customers with either expired standard HP warranty or expired
HP Care Pack service
Post Warranty Service,
4-Hour Response, Extended
Business Hours
Products: LaserJet, Color LaserJet and Designjet Printers; Multifunction Products
Available: 8 a.m.–9 p.m., Monday through Friday
Location: Sites within 100 miles of a primary HP Support Office listed in the HP Support Office Guide
Action: 4-hour onsite service (for calls received by 5 p.m.) for customers with either expired standard HP warranty
or expired HP Care Pack service
4-Hour Response, Extended
Business Hours
Products: LaserJet, Color LaserJet and Designjet Printers; Multifunction Products
Available: 8 a.m.–9 p.m., Monday through Friday
Location: Sites within 100 miles of a primary HP Support Office listed in the HP Support Office Guide
Action: 4-hour onsite service (for calls received by 5 p.m. local time)
Next Day Exchange,
1-Time
Products: LaserJet Printers; All-in-One Products
Available: 8 a.m.–6 p.m. local time, Monday through Friday
Location: Most areas within the continental United States; add 1 to 2 days for service in Hawaii and Alaska
Action: One occurrence: Permanent replacement product sent, freight prepaid with next business day delivery (for calls
received before 2 p.m. PST); customer returns defective unit to HP within 10 business days of receiving replacement
Hardware Phone Support Products: All Products
Available: 8 a.m.–5 p.m., Monday through Friday
Action: Priority Support Team of second-level agents and engineers who are specially trained to support
IT professionals and multi-tiered, centralized help desks are made available to you
Maintenance Kit
Replacement Service
Products: Designjet Printers
Available: HP standard business hours, Monday through Friday
Location: Sites within 100 miles of a primary HP Support Office listed in the HP Support Office Guide
Action: After you schedule the service with HP, an HP-trained technician will replace the kit, clean the printer and
provide you with a checklist of performed actions designed to maintain the print quality
Remote Color Profiling Products: Designjet Printers
Available: 8 a.m.–5 p.m., Monday through Friday
Location: Service will be provided using remote diagnosis and support. Customer is responsible for mailing test target
to HP, implementing and/or installing profile upon receipt
Action: HP will provide an ICC-compliant color profile for supported PostScript model printers and non-PostScript
models with 3rd party RIPs
Next Day Exchange
with Accidental Damage
Protection
Products: Photosmart Digital Cameras
Available: 5 a.m.–11 p.m. PST, Monday through Friday and 8 a.m.–3 p.m. PST Saturdays
Location: Major U.S. metropolitan areas
Action: HP ships permanent replacement unit, freight prepaid with next business day delivery;
customer returns defective unit to HP within 3 working days of receipt of replacement unit