HP Support Services
Flexible PC support and repair options designed to keep businesses moving
Keep your people and PCs running at peak performance with flexible desktop support services and notebook support options for wherever work happens.
Go beyond standard device warranties with enhanced support and predictive insights2 that help maximize employee and IT productivity.
Choose from three flexible options3:
Essential
Reliable expert support & convenient remediation
Get back to work quickly with remote support and convenient onsite repair with HP Essential Support. Optional device health insights speed issue remediation issues with a budget-friendly option to keep devices running optimally.
Premium
Predictive support, when and where you need it
Limit interruptions with AI-powered predictive issue detection, user alerts and 24/7 remote support to resolve most issues. If a physical repair is needed, automated ticketing lets you request an expert technician visit at your location.
Premium+
Proactive issue detection with rapid expert resolution
Avoid productivity disruption with our fastest response and repair, which includes AI-powered predictive issue detection and alerts, preferred access to 24/7 expert remote support and HP parts, plus onsite device repair—wherever work happens.
Essential
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Premium
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Premium+
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| Reliable expert support & convenient remediation | Predictive support, when and where you need it | Proactive issue detection with rapid expert resolution | ||
| Service Execution | Reporting the incident | 24 hours, 7 days a week via web | 24 hours, 7 days a week via web, live remote support, or automated ticketing | 24 hours, 7 days a week? via web, live remote support, or automated ticketing |
| Remote support | Standard business hours Online chat and phone* | 24 hours, 7 days a week Online chat and phone* | 24 hours, 7 days a week Online chat and phone* | |
| Response time | Next Business Day response6 | Next Business Day response6 | Next Business Day response6 | |
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| Hardware and Data Protection | Included features |
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| Optional Add-on cababilities** |
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| Coverage Length | Select length of coverage |
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| Pricing | Varies by hardware platform, add-ons, and length of coverage | |||
**Availability of add-ons varies by package.
An industry-first service unmatched by any PC OEM
To help reduce the time and frustration involved in restoring productivity for both hybrid employees and IT, HP offers the industry’s most advanced, out-of-band diagnosis and remediation technology that enables more PC issues to be fixed remotely than ever before4—with virtually no employee involvement-even if the PC won’t boot.4
Device Life Extension
Extend the life of aging devices by upgrading performance and addressing the most common issues that impede employee and IT productivity through the HP Device Life Extension Service.7
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Maximize your IT investment
Stretch your IT budget by increasing the longevity of devices, enabling you to defer refresh costs without compromising performance.
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Ease the IT workload
Improve computing experiences by letting HP proactively mitigate device performance issues and extend the support for your fleet.
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Reduce the impact of your fleet
Contribute to your sustainability goals by maximizing the usable lifespan of IT assets, thereby reducing your computing carbon footprint.8
Extra coverage for the unexpected9
Supplement your support with custom options that enable your anywhere workforce.
Accidental Damage Protection
Repair or replace your PC when accidental drops, spills, or electrical surges harm your device.
Learn
Defective Media Retention
Maintain control of your sensitive data. Keep your hard drive if it is defective and requires replacement while under warranty.10
Learn
Travel Support
Provide device support in 90+ countries around the globe when employees are traveling on business.
Learn
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Absolute
Gain a robust security solution to protect data and devices-on or off the corporate network.
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Solution Care Pack
Add additional coverage to up to 6 accessories that attach to your hardware to support your work environment from anywhere.4
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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.4
Stretch your tech investment. Keep existing devices running optimally and get more time to plan your next refresh by extending your warranty coverage by an additional year with Post-Warranty Support.7,8
Let us help you find the right HP Care Pack Services for your business needs
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1. The updated Hardware Support services portfolio is available for select HP commercial PCs (desktops, notebooks, workstations, mobile workstations, Chromebooks, and RPOS). The Hardware Support services 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. Service package features may vary by geography or hardware platform.
2. The Workforce Experience Platform is planned to be available in a future release in various tiers and with optional add-on solutions. The Workforce Experience Platform is for commercial customers and some features and capabilities may require additional purchase of HP services and/or commercial hardware capable of supporting the HP Insights agent for Windows, Mac, & Android. Activation and restrictions may apply. Select HP Solutions requires an HP Insights agent for Windows, Mac, & Android, available for download at https://workforceexperience.hp.com/software. For full system requirements and services that require the agent, please visit https://workforceexperience.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.
3. HP Premium Support (onsite support with predictive issue detection and alerts for PCs only) and HP Premium+ Support (onsite support with predictive issue detection, alerts and preferred access for PCs only) require an HP Insights agent for Windows, Mac, & Android for predictive insights, available for download at https://workforceexperience.hp.com/software. 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 is required. HP follows stringent GDPR privacy regulations, and the platform is ISO27001, ISO27701, ISO27017 and SOC2 Type2 certified for Information Security.
4. Out-of-band diagnosis and remediation is available in North America (which includes the US and Canada), and EMEA markets (limited to specific countries) as an HP Care Pack for select HP commercial platforms that are Intel® vPro® and Intel® AMT enabled and are entitled to HP Essential Support (onsite support and optional device health insights for PCs only), HP Premium Support (predictive issue detection and alerts for PCs only) or HP Premium+ Support (onsite support with predictive issue detection, alerts and preferred access for PCs only). 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.
5. Based on HP’s internal analysis of PC manufacturers with power cycle control, non-OS control, BIOS control and reimaging control as of 7/23/2024 compared to the top 5 PC OEMs according to IDC per 24CQ1 IDC PC WW Final Market Share Static Dashboard by HP PS Market Analysis and Planning.
6. 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.
7. 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. This service is available as a Care Pack when it is sold with new hardware or to existing devices by purchasing it within the existing Post Warranty eligibility window. See datasheet for complete details.
8. TCO Certified, Impacts and Insights – Circular IT Management in Practice, June 9, 2020
9. Sold separately or as an additional option. Accidental Damage Protection must be purchased at the time of device purchase. Other Care Packs must be purchased within 30 days of the device purchase.
10. If Defective Media Retention is purchased, defective drives will be retained by the customer.
11. Post-Warranty Support may be purchased to extend protection on already-owned devices.
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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