HP iPAQ hx2490c Pocket PC FB101AA Folheto

HP Technology Services are governed by the HP Single Order Terms for Support or the HP Care Pack

Support Service Agreement, or applicable HP Customer Agreement, or Customer's purchase agreement

with HP.

3

Work to completion

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

products are operational or as long as reasonable progress is being made. Work may be

temporarily suspended if additional parts or resources are required, but work will resume when
they become available.
Work to completion may not apply to onsite support provided for desktop, mobile, and

consumer products.

Escalation management

HP has established formal escalation procedures to facilitate the resolution of complex

problems. Local HP management coordinates problem escalation, enlisting the skills of
appropriate HP resources and/or selected third parties to assist with problem-solving.

Access to electronic
support information and

services

As part of this service, HP provides access to certain commercially available electronic and
Web-based tools. The Customer has access to:
• Certain capabilities that are made available to registered users, such as downloading selected

HP software and firmware patches, subscribing to hardware-related proactive service
notifications, and participating in support forums for solving problems and sharing best
practices with other registered users

• Expanded Web-based searches of technical support documents, to facilitate faster

problem-solving

• Certain HP proprietary service diagnostic tools with password access
• A Web-based tool for submitting questions directly to the HP Solution Center. The tool helps to

resolve problems quickly with a pre-qualification process that routes the support or service
request to the engineer qualified to answer the question. The tool also allows the status of each

support or service request submitted to be viewed, including cases submitted by telephone.

• "HP Live" functionality for communicating directly with an online HP support engineer during

standard HP business hours, 8:00 a.m. to 5:00 p.m. local time, Monday through Friday
excluding HP holidays. Through sharing browser content, the HP support engineer will help

navigate to the appropriate online content that may help resolve the problem. This real-time
online help can be accessed via the "HP Live" button on selected Web pages.

• Search of HP and third-party hosted knowledge databases for certain third-party products in

order to retrieve product information, get answers to support questions, and participate in
support forums

HP electronic remote
support solution

The HP electronic remote support solution provides robust troubleshooting and repair
capabilities. It can include remote system access solutions and may offer a convenient central
point of administration and an enterprise view of open incidents and history. An HP engineer

will only use the remote system access with the Customer's authorization. The remote system
access may enable the HP support engineer to provide more efficient troubleshooting and

faster problem resolution.

Specifications
Table 2. Optional service features

Feature

Delivery specifications

Accidental damage
protection

For eligible products, specific service levels may be offered with accidental damage
protection. Where accidental damage protection applies, the Customer receives protection
against accidental damage to the covered hardware product as part of this service.
Accidental damage is defined as physical damage to a product caused by or resulting from a

fortuitous incident. Covered perils include non-intentional liquid spills in or on the unit, drops,
falls, and electrical surge. This includes damaged or broken liquid crystal displays (LCDs), or

broken parts.
Accidental damage protection does not cover theft, loss, damage caused by a vehicle accident
or act of God, normal wear, consumables, intentional acts of damage, or other exclusions, as
detailed in the "Service limitations" section. Major parts replacement is subject to certain
limitations as detailed in the "Service limitations" section.