HP Channel Services

Delivery Operations Guide

Guide for Commercial Authorized Services Delivery
Partners
Americas. Version 12 — FY24 H1 release
Effective: 1 November 2023–30 April 2024

For HP and Service Partner Internal Use

Copyright 2023 HP Inc.
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Table of contents
1 Introduction ....................................................................................................................................................................................................... 4
1.1 Channel Services Delivery Global Legal Framework.................................................................................................................................. 5
1.2 Channel Partner Services Delivery Processes .......................................................................................................................................... 5
1.3 Your Main HP Contacts .............................................................................................................................................................................. 6
1.4 Partner Access To Intellectual Capital (IC)................................................................................................................................................. 6

2 Get Started........................................................................................................................................................................................................ 7
2.1 Important Steps to Get Started.................................................................................................................................................................. 7
2.2 Important Tools and Systems for Getting Started .................................................................................................................................... 8

3 Service Qualification Program and Training ...................................................................................................................................................15

3.1 The Service Qualification Program ...........................................................................................................................................................15
3.2 Support and Infrastructure of the SQ Program .......................................................................................................................................15
3.3 Acquire Service Qualifications .................................................................................................................................................................17

4 Setup HP CSDP Administrator and Users .......................................................................................................................................................21

4.1 Tools Reference: HP CSDP Administrator and User Setup ......................................................................................................................21
4.2 Receive HP CSDP Credentials ..................................................................................................................................................................21

5 Service Delivery Infrastructure .......................................................................................................................................................................22

5.1 Tools and Resources for Services Delivery ..............................................................................................................................................22
5.2 Serial Number Repository.........................................................................................................................................................................22
5.3 HP Active Care ..........................................................................................................................................................................................23

6 Deliver Hardware Warranty Services .............................................................................................................................................................24

6.1 Verify Warranty Entitlement and Diagnose Problem ................................................................................................................................24
6.2 Order Spare Parts and Perform Service ..................................................................................................................................................27
6.3 Submit Claims and Receive Compensation .............................................................................................................................................44

7 Deliver Fixed Care Pack Services ....................................................................................................................................................................60

7.1 Logistics .....................................................................................................................................................................................................60
7.2 (Comprehensive) Disk Media Retention (C)DMR Care Pack Introduction for Commercial Notebooks, Desktops, and Workstations ...60
7.3 HP Disk Sanitization Drawer Statement for Product Repair ....................................................................................................................60
7.4 Malware .....................................................................................................................................................................................................61

8 Key Performance Indicators ............................................................................................................................................................................62

8.1 PpSN Metric Definition ..............................................................................................................................................................................62
8.2 FTF Metric Definition .................................................................................................................................................................................63
8.3 TAT Metric Definition ................................................................................................................................................................................63
8.4 NMU Metric Definition ...............................................................................................................................................................................66
8.5 sNPS Metric Definition ..............................................................................................................................................................................66

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8.6 Service Qualification (SQ) Compliancy Metric Definition ........................................................................................................................66

8.7 Event Exclusion from KPI ...........................................................................................................................................................................66

9 Overall Activity Monitoring ..............................................................................................................................................................................70

9.1 Partner Monitoring ....................................................................................................................................................................................70
9.2 HP Monitoring............................................................................................................................................................................................74

10 Customer Satisfaction Survey.......................................................................................................................................................................77

10.1 Description of the Survey ........................................................................................................................................................................77
10.2 The Questionnaire ...................................................................................................................................................................................77
10.3 sNPS Calculation .....................................................................................................................................................................................77
10.4 Data Quality .............................................................................................................................................................................................79
10.5 Reporting .................................................................................................................................................................................................80

11 Acronyms ........................................................................................................................................................................................................81

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1 Introduction
Welcome to HP Channel Services Delivery Operations Guide for HP's Authorized Services Delivery Partners.

If you are reading this guide, you have:

• Signed a core contract with HP that allows you to sell HP hardware products, and/or
• Signed or agreed on a services delivery contract that allows you to deliver and get compensated on HP services delivery.

The purpose of this guide is to document all operational aspects of the services delivery relationship(s) between HP and
your company. This guide is for the exclusive use of HP's Authorized Services Delivery Partners.

Access to HP's intellectual capital is granted to HP Authorized Services Delivery Partners in accordance with the applicable
agreement and related program terms. This access must be used to perform HP approved activities only.

Your management and technicians should thoroughly acquaint themselves with the information in this guide to avoid
inadvertent violation of HP service policies. Such violations impact your ease of conducting business with HP and may also
impact your level of authorization for services delivery on HP products.

We look forward to working with you to successfully deliver services and support offerings — together — to our customers.

IMPORTANT: You will find website links in this document that have been checked at the time the document was
released, but these links may have moved over time. If you come across a link that is no longer working, please notify
the HP Channel Operations Team or your HP Partner Services Delivery Manager.

IMPORTANT: Please note that individual countries may issue local appendices containing performance levels, targets,
thresholds, and operating windows. Please contact your HP Partner Services Delivery Manager for more information.

IMPORTANT: This is a generic operations guide. All the processes, rules, policies, and terms and conditions described
in this guide may not be applicable to all partners, programs, regions and/or countries. Please refer to your Program
Guide and Local Appendix for your country-specific processes, rules, and terms and conditions.

IMPORTANT: Confidential information — Neither the Service Partner nor the Service Partner's agents, employees, or
subcontractors shall use or disclose, to any person or entity, any confidential information of HP or the customer
(whether in written, oral, electronic, or other form), which is obtained from HP or the customer, or otherwise prepared or
discovered, through access to HP's or the customer's information systems, or while at HP or customer's premises. As used
herein, the term "confidential information" shall include, without limitation, all HP products, all information designated by HP
or the customer as confidential, all information or data concerning or related to HP's or the customer's products, including
the discovery, invention, research, improvement, development, manufacture, or sale thereof, processes, or general
business operations (including sales costs, profits, pricing methods, organization, and employee lists), and any information
obtained through access to any information systems (including, but not limited to, computers, networks, voice mail, etc.)
which, if not otherwise described above, is of such a nature that a reasonable person would believe it to be confidential or
proprietary. The Service Partner will protect the confidentiality of confidential Information with the same degree of care as
the Service Partner uses for its own similar information, but in no event less than reasonable care. The Service Partner will
obtain a similar agreement from any personnel performing services.

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1.1 CHANNEL SERVICES DELIVERY GLOBAL LEGAL

FRAMEWORK
Figure 1. CSD framework

1.2 CHANNEL PARTNER SERVICES DELIVERY PROCESSES

This Channel Services Delivery Operations Guide covers in detail the end-to-end processes for channel services delivery.
The contents of this guide are divided into modules. Each module covers guidelines, processes, tools, and support
information needed by Service Partners to carry out business with HP. The modules and the information covered here are
based on the flow of services delivery processes.

Table 1. Service delivery processes

Get started Acquire service Setup HP CSDP Verify warranty Order spare Submit claims
qualification administrator entitlement and parts and and receive
and users diagnose problem perform compensation
service
• Read • Receive • Receive HP • Verify warranty • Order spare • Submit claims
Operations Learner ID CSDP access entitlement parts for service
Guide • Receive • Setup HP CSDP • Diagnose problem • Receive spare events
• Complete training administrator (if • Identify solution parts • Return parts
administration • Take exams applicable)
process

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• Access delivery • Setup HP CSDP • Perform • Receive service

contents on HP users repair/deliver delivery
Partner Portal service compensation

1.3 YOUR MAIN HP CONTACTS

1.3.1 HP Channel Operations Team
HP's Channel Operations Support organization ensures that your business operations with HP run smoothly. They are the
support for resolving your day-to-day operational issues, such as system access issues, queries, parts delivery status,
compensation related queries, and so on.

In this document, we will use the name "Channel Operations" to refer to this team. Specific operating procedures for raising
service requests and resolving partner issues may vary from region to region. The following are generic details for
contacting Channel Operations in your region. Please refer to the Program Guide and/or contact your HP Partner Services
Delivery Manager for specific details on contacts and procedures to conduct business with Channel Operations in your
region.

1.3.2 HP Partner Services Delivery Manager

If you have any operational (delivery related) issues with the Service Delivery Program, your main HP contact is the HP
Partner Services Delivery Manager.

For specific administrative questions, please contact Channel Operations, who will redirect you to the appropriate HP order-
processing person within their own team. The HP Partner Services Delivery Manager will remain your main HP contact for
the overall partner program coordination for the entire duration of our partnership.

1.4 PARTNER ACCESS TO INTELLECTUAL CAPITAL (IC)

Access to intellectual capital is granted to the Service Partner strictly based on the terms and conditions stated herein in
this Services Delivery Operations Guide where it should only be used to perform the required approved activities under the
HP Services Delivery Partner program.

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2 Get Started
2.1 IMPORTANT STEPS TO GET STARTED
Table 2. Important steps

Read operations guide Complete administration Access delivery contents Checklist

process on HP Partner Portal
• Receive Service Partner • Get access to delivery • Get Saba Cloud access for • Receive Service Partner
support contact details contents on HP Partner your technicians support contact details
Portal • Get access to delivery
contents on HP Partner
Portal
• Get Saba Cloud access for
your technicians

At the end of this process, you will have access to systems and resources required for achieving service qualifications.

Your Tool Kit for Getting Started

• HP ID — HP ID single sign-in service lets you use one user ID and password to sign-in to all HP ID-enabled websites
• HP Partner Portal — Contains onboarding information, service training, technical documentation, and other tools and
resources

2.1.2 Training Resources

• HP Partner Portal
• HP Channel Services Delivery Operations Guide: Downloadable CSDP "Knowledge and training" section

2.1.3 Operations Support: Getting Started

Your Support Contacts for Getting Started

• HP Partner Services Delivery Manager — For onboarding and administrative processes
• HP Channel Operations Team — For system access issues

2.1.4 Read This Guide

This document describes end-to-end processes and requirements for managing the Service Partner program. It is
complementary to the agreement that you have signed and must be your reference for any operational questions about the
program.

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2.1.5 Complete Administration Processes

2.1.5.1 DEFINE COMMUNICATION PATH BETWEEN YOUR COMPANY AND HP

Within your company, you need to designate a contact person to deal with various service delivery areas, such as training
and qualification, parts ordering, etc. It will then be necessary to close the loop with your HP Partner Services Delivery
Manager to establish the communication path for regular contacts and for critical issues (escalations).

2.1.5.2 PROVIDE KEY INFORMATION TO GET REGISTERED INTO HP SYSTEMS

To establish your Service Partner relationship with HP, detailed information about your company must be provided to initiate
your registration in HP systems. The methods for submitting this information and receiving credentials for accessing HP
systems can vary depending on your region and country. Your HP Partner Services Delivery Manager, along with other HP
onboarding contacts, will guide you through the entire onboarding process.

2.1.6 Obtain Access to Services Delivery Content on HP Systems

Your team will be required to obtain access to all the important HP systems to learn and understand HP Channel Services
Delivery onboarding processes and how to use these systems. You are required to train your staff and acquire service
qualifications for your engineers and technicians before enabling their access to HP Channel Services Delivery Platform
(HP CSDP). HP CSDP is the mandatory system for conducting business with HP.

Apart from obtaining access to services delivery tools and systems, Service Partners also receive access to HP's technical
helpdesk support as per the program guidelines. Please contact your HP Partner Services Delivery Manager to check your
eligibility and process for receiving technical helpdesk support.

The following section of this guide explains the important tools and systems for your team to get started.

2.2 IMPORTANT TOOLS AND SYSTEMS FOR GETTING

STARTED
It is HP's intention to provide our Service Partners with best-in-class service and support tools. Please find below a summary
of the available HP technical assistance, tools, and resource offerings, which will permit your technicians to perform the
following activities:
• Maintain their technical knowledge of HP products
• Update themselves on new products and technologies
• Help in case of major technical issues when performing a hardware repair or installation

2.2.1 HP ID
HP ID single sign-in service lets you use one user ID and password to sign-in to all HP ID-enabled websites (HP CSDP, HP
Partner Portal, and Serial Number Repository).

2.2.1.1 HOW TO ACQUIRE HP ID?

To acquire an HP ID, register as a new user on the home page of the HP Partner Portal.

2.2.1.1.1 WHAT IF I FORGET MY USER ID?

To recover your user ID, follow these steps:

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1. Open HP Partner Portal.

2. Click "Sign In."
3. Click "Forgot your username or password."
4. Enter your email address. Your user ID will be displayed on the page that follows.
5. When prompted, enter your password to sign-in.

2.2.1.1.2 WHAT IF I FORGET MY PASSWORD

To change your password, follow these steps:

1. Open HP Partner Portal.
2. Click "Sign In."
3. Click "Forgot your username or password."
4. Answer the security questions.
5. Click "Send me an email." You will receive an email from HP containing a web hyperlink that authorizes you to change
your password. Click the hyperlink in the email message to begin the process.
6. When prompted, enter your user ID and then enter a new password.

2.2.2 HP Partner Portal

Designed in close collaboration with our partners, the HP Partner Portal provides a secure, single gateway to all the tools
and content that Service Partners need to do business with HP. With a simplified, clean, and user-focused design
customized for how you work and personalized to proactively deliver highly relevant content, news, and notifications, the HP
Partner Portal opens the way to smarter, faster sales and services delivery.
Access to content and resources on the HP Partner Portal is restricted by your accreditation (i.e., you will be able to
browse/access content for which you are authorized as per your delivery program and product track).

The Services Delivery section contains the latest resources, tools, and information for everything you need to know related
to Channel Services Delivery. To access the Services Delivery content on the HP Partner Portal, click "Services & Solutions"
on the top navigation menu, and then click "Services Delivery." The Services Delivery page contains several links to relevant
tools and resources.

2.2.3 HP Channel Services Delivery Platform (HP CSDP)

HP CSDP is an Internet-based service channel support tool to which each Service Partner has secure password protected
access. HP CSDP enables Service Partners and HP employees to easily access service systems worldwide, minimizing the
cost and complexity of service. This tool is a powerful feature to help you improve customer service by giving you access to
orders and claims functionality directly from your site and mobile devices.

Please refer to the CSDP User Guide to know more about the HP Channel Services Delivery Platform. You can download it
from the CSDP Process library, in the "Knowledge and training" section of CSDP.

2.2.4 HP University and Saba Cloud

HP University is the platform where you can find details of all active service qualifications and the related links to HP's
partner learning management system, called "Saba Cloud."

In Saba Cloud, your service employees can register for HP service qualifications.

2.2.4.1 HOW TO ACCESS HP UNIVERSITY

On the HP Partner Portal home page, click "Training & Certification" in the top navigation bar, and then click "HP University".
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Figure 2. Access HP University

2.2.5 CSDP Ticketing Functionality

In CSDP, you will be able to interact with the HP Channel Operations Team if you need help with any issues related to the
platform. Using the platform, Service Partners can perform the following tasks:
• Raise a ticket for a specific issue
• Track their open requests or queries and update them online
• Get information on self-help topics (e.g., how to reset your HP CSDP password, etc.)
• Check the repository for useful links to HP sites and information

NOTE: To access CSDP, Service Partners must sign-in with their HP ID.

2.2.6 HP Support Center

HP Support Center provides one-stop, personalized access to the knowledge and tools needed to effectively manage
traditional and cloud-based IT environments. It delivers support and tools that are aligned to your products. HP Support
Center is available at no additional cost as part of your warranty, HP Care Pack Services, or contractual support agreement
with HP. The community of support professionals offers deep expertise, while the support and tools are configured to
complement the products you use.

HP Support Center gives businesses and Service Partners one place to go for online information, tools, and help to support
HP business products. Here's what's included:
• Support and troubleshooting
• Software and drivers
• Diagnostic tools
• Product pages
• My HP account support

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2.2.7 Partner Priority Call Support

In select regions and countries, HP Authorized Services Delivery Partners have access to technical support via the HP
Technical Support Helpdesk and Level-2 technical support for diagnosis and technical troubleshooting. Access to the
Partner Priority Call Support program is available only to qualified Service Partners who contact the HP Support Center
when their own support organization cannot solve the problem. It is mandatory for the Service Partner who is calling the HP
Support Center to hold the correct service qualification. Contact your HP Partner Services Delivery Manager if you have
questions. They can guide you on how to activate this program and procure an access number and PIN.

Partner Priority Call Support will be provided, where possible, during country business hours by more experienced "Level 2"
agents. These agents will help Service Partners solve technical problems that they experience during installation, startup, or
while servicing HP products.

ATTENTION: The Partner Priority Call Support program is not offered in all regions and/or countries. Moreover, it might
not be available for all HP Channel Services Delivery Programs. Please ask your HP Partner Services Delivery Manager
to find out if this program is available for your region/country.

NOTE: The Partner Priority Call Support program is not to be used for parts logistic issues (e.g., delay in shipment, wrong
shipment, etc.).

2.2.7.1 PIN ACCESS AND CONDITIONS OF USE

Review the following conditions for PIN access and use:

• Use of the Partner Priority Call Support is controlled by a PIN (Partner Identification Number). The PIN is a code that is
assigned during the onboarding process. The PIN provides an additional level of security for accessing specific product
information and options that are relevant to the Service Partner's delivery authorizations and qualifications.
• The PIN differentiates the experience a Service Partner receives, compared to an end-user.
• HP will monitor the Service Partner's use of this service and may withdraw access if it is abused.
• If you think your PIN has been compromised, please log a ticket as soon as possible.

2.2.7.2 CALL ROUTING AND HANDLING

Follow these steps to reach a technical agent in the HP Support Center under this program:
1. Call the available access number (provided during the onboarding process).
2. When prompted, enter your PIN or, in regions where direct numbers are provided, your call will be routed to the
appropriate support team).
3. Choose the product category from the options provided.
Your call will be routed directly to the Partner Priority Call Support access team member.
4. When prompted, provide the following information:
• Service Partner information
• Serial number/product number
• Your name
• Contact details (phone number, email, address)
• Customer information
• Product information (hardware and/or software)
• Case severity

Make sure that you document the CSDP order number and claim number of your case so you can reference the event
should you need to call again for the same issue.

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IMPORTANT: To help reduce the time to resolution, the caller should have ready both the call logging information
required (as above), and as much technical information possible about the current situation, such as the following:
• Product number
• Serial number
• BIOS/firmware version
• Operating system version, including applied Service Packs and patches
• Software versions
• Detailed problem description, including error messages/number
• Logs gathered
• Troubleshooting steps taken so far, such as the following examples:
• What possible causes of the problem have you considered? Which have you eliminated?
• What steps have you taken to isolate the problem?
• Can you reproduce the issue?
• Is the problem consistent or intermittent?

The support agent will document your problem and check internal systems for known issues. In the case of a documented
known issue, the agent will share the resolution details. If the problem resolution is not documented, your case will be
elevated to "Level 2" support.

2.2.7.3 STANDARD ELEVATION TRIGGER

HP technical support must be requested if at least one of the following situations is met:
• Second major resolution attempt failed
• HP recommended firmware, drivers and/or Service Advisory did not help
• Target resolution time frame expired (3 days — unless due to customer availability)
• New time frame could not be negotiated
• No workaround or alternative solution found
• Significant business impact or customer anxiety
• Repeat problems, multiple related or unrelated failures, or product instability (more than three (3) failures on serial number
in one year)
• Similar failures on similar products in the same time frame (any significant deviation in a short time frame, or more than 10
products affected in one week), not yet addressed by an HP Service Advisory

IMPORTANT: Failure to apply the elevation process described above may have a negative impact and result in a
customer complaint.

2.2.8 Partner Responsibilities

As an HP Authorized Services Delivery Partner, you are expected to:
• Keep ownership of the problem after logging a request to Partner Priority Call Support
• Help HP to manage end-customer expectations
• Own and manage the communication with the end-customer
• Provide additional information required by the HP expert teams without delay
• Follow instructions and apply the fix and/or workarounds suggested by HP as soon as possible
• Provide feedback to HP Support Center after the issue has been resolved
• Support HP to apply the most cost-efficient support

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As a rule, if a technical problem risks causing customer dissatisfaction, either due to repeat failures, or delay in response or
resolution time, then the Service Partner is expected to involve HP through the Technical Support process described in this
section. Failure to adopt this process would be viewed by HP as outside the spirit of the Service Partner Agreement.

When elevating or escalating to HP, Service Partners must provide the troubleshooting steps previously performed and
support call information required.

Service Partners are required to inform the HP Support Center in the case of multiple failures of a similar nature, either at a
single customer installation or across a range of customer sites. Based on the nature of the failure and customer
circumstances, HP and the Service Partner will define and agree on an action plan to be undertaken by the Service Partner
to resolve the situation.

Technical reference guides and materials are available to assist Service Partner technical support in troubleshooting and
screening calls. These documents are available in the "Knowledge & training" section in HP CSDP.

NOTE: HP will not accept unnecessary requests for information if it is already available in the tools provided by HP to Service
Partners. Escalations that do not meet entitlement or escalation triggers will be redirected to the appropriate level of
support. Any abuse of HP resources may lead, upon review, to removal of Partner Priority Call Support access.

Service Partners shall use CSDP to create service events related to discrete support cases. In case of failure of multiple
units (greater than five units affected), contact your HP Partner Services Delivery Manager. HP might be able to find a more
appropriate and efficient solution to support the case. For extensive issues, HP may provide a Statement of Work (SOW)
which will define the scope, start and end dates, negotiated labor payments, etc. of this support project.

2.2.8.1 TECHNICAL ELEVATION AND ESCALATION PROCESSES FOR PARTNERS

There are two support processes for Service Partners at the HP Call Center, as follows:
• Elevation: The process by which HP moves a technical support incident to increasingly higher levels of expertise is termed
an elevation.
• Escalation: The process by which a Service Partner can seek additional help to resolve an existing incident is termed an
escalation.
The Service Partner should invoke the escalation process only in the following situations:
• The perception of reasonable progress, made on the resolution of an incident, is unsatisfactory
• The Technical Support Engineer is unable to clearly understand the issue
• The incident is business critical, and though the severity level has been clearly communicated to HP's Technical
Support Engineer, the speed of resolution is not satisfactory to meet an HP service level obligation
• The case has aged more than 15 calendar days
• There is a health, safety, or environmental risk
• More than one HP product is affected and impacts the Service Partner's ability to meet an HP entitled service level

Escalations that do not meet entitlement or escalation triggers will be redirected to the appropriate level of support.

NOTE: HP's Technical Support is responsible for providing support for HP hardware and software products. Parts ordering
by the HP Support Center will occur only on an exception basis, based on the circumstance, such as to meet an HP service
level entitlement when the normal ordering process is not an available option. At that moment HP will take the ownership of
the problem.

2.2.8.1.1 TECHNICAL ESCALATION AT THE HP CALL CENTER LEVEL

This process can be invoked either during a contact with HP's Technical Support Engineer, or through a follow-up call to
specifically request it. The support ticket reference is required.

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Escalations can be invoked at the HP Call Center by requesting to speak with a Duty/Floor Manager. The Service Partner
must be able to clearly state what the problem is and how, in their perception, it needs to be addressed. If a Duty/Floor
Manager is not immediately available, then a call back will be offered. HP is obligated to meet this call back commitment and
take appropriate action.

Please note the following:

• Not all issues can be resolved immediately, and solutions may take time to implement. HP will make every effort to set
appropriate expectations regarding the action plan and timing, thereof.
• The original HP Technical Support Engineer will retain ownership for the case and is responsible for following up and
communicating any agreed upon actions with the Service Partner.

IMPORTANT: If the issue is outside of the scope of HP's technical support process, the Service Partner will be notified,
accordingly. As applicable, alternatives will be agreed upon between HP and the Service Partner.

2.2.8.1.2 TECHNICAL ESCALATION WITH THE HP PARTNER SERVICES DELIVERY MANAGER

Occasionally, the Service Partner might experience issues with the technical call process that may require intervention from
the HP Partner Services Delivery Manager or other designated HP contact.

Reasons for escalating could include the following:

• A commitment for a call back was not met under the "Escalation at the HP Support Center level"
• An "Escalation at the HP Support Center level" did not provide a satisfactory resolution
• The issue extends beyond reactive support for hardware or software and outside of the responsibilities of the HP Support
Center

The Service Partner will need to communicate the following:

• The support case number
• A clear statement of the issue

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3 Service Qualification Program and

Training
3.1 THE SERVICE QUALIFICATION PROGRAM
To support our Service Partners in delivering first class service experience to their customers, HP implemented the Service
Qualification Program, which provides Service Partners with required training for relevant products.

A service qualification (SQ) defines technical training and testing requirements for Service Partner employees to become
authorized for delivering break/fix services on specific HP products and is required prior to performing warranty and Care
Pack events on customer products.

The Service Partner must have enough service qualified engineers based on their expected service delivery call volume,
Service Level Agreement (SLA), and geographical coverage.

All technicians involved in diagnosing, qualifying a customer problem, and performing repairs or maintenance of a product
for labor reimbursement must hold the appropriate service qualification for the product.

An SQ is designed to ensure that service engineers and technicians are qualified to perform expected service tasks. It is
required that the SQ is achieved at a minimum of 48 hours before handling a service event.

You will be notified of the latest updates to SQs and training requirements via notifications from your HP Partner Services
Delivery Manager and other sources.

A Learner ID is assigned to an individual technician to track courses, exams, certifications, and service qualifications on HP
products. This ID is required when registering for an HP Certification Exam. Learner IDs are unique to each service-qualified
technician and cannot be shared for use by other technicians or outside your organization. Please refer to the "Receive
Learner ID" section in this document for information on how to obtain a Learner ID.

3.2 SUPPORT AND INFRASTRUCTURE OF THE SQ PROGRAM

3.2.1 Training Delivery Methods
To prepare your service employees to deliver an excellent service experience to your customers, HP provides a wide range
of formal learning resources. Foundational and product-specific service skills are available to educate Service Partners. HP
uses a variety of training methods, including eLearning, and instructor-led training (ILT), which can be either face to face, or
remote (virtual ILT).

The eLearning offerings provide more flexibility for employees so they can complete their trainings at their convenience,
and learn at their own pace.

Classroom training emphasizes hands-on learning and fosters the exchange of knowledge from experienced instructors.

Authorized Training Partners (ATPs) are HP authorized training vendors who deliver HP LaserJet and DesignJet instructor-
led training. Please be aware that for classroom training you will be charged by the respective ATP.

HP also provides various informal learning opportunities to build expertise (accumulation of knowledge), share available
knowledge (on demand, just-in-time, and up-to-date) so that specific aspects of HP products are covered in greater detail.
The most important sources for informal learning are listed below.

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• HP Partner Portal and HP University

• The latest release of the global Guide to Service Qualifications (published, and available for download, on HP
University)
• Details of all active Service Qualifications (available on HP University)

To open HP University and check Service Qualifications (SQ) details, follow these steps:
1. Sign in to the HP Partner Portal.
2. On the top navigation bar, click "Training & Certification," and then click "HP University."
3. On the HP University page, click "Services Delivery," click the "Select your Category" drop-down menu, and then select
the desired category. A list of SQs will display.
4. Click "Details" next to any of the SQs to view the details.

Figure 3. Navigate to HP University on the HP Partner Portal

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3.3 ACQUIRE SERVICE QUALIFICATIONS

3.3.1 Tools Reference: Acquire Service Qualifications

Your Tool Kit for Acquiring Service Qualifications

• HP ID — Single sign-on for accessing the HP Partner Portal and training and service qualification sites
• HP Partner Portal — To obtain your Learner ID and access learning and service qualification resources and sites such as
HP University and WISE
• Saba Cloud — To register for service qualifications and access trainings
• HP University — For finding service qualification and links to training site
• Guide to Service Qualification — For finding service qualification and links to training site

IMPORTANT: All Service Partner technicians are mandated to hold the appropriate service qualifications for the
products they support. HP CSDP will perform a full and automatic Service Qualification Compliance check which
consists of checking the Service Partner's current qualifications against the required service qualification for each product
being serviced. In consequence, HP CSDP events that are not delivered by a properly trained engineer will not receive any
labor reimbursement from HP. Your HP Partner Services Delivery Manager will closely monitor this activity and will support
you by helping to determine the right solution for such events.

IMPORTANT: HP might ask Service Partners to complete an upgraded service qualification for the relevant products
within a defined timeframe to stay compliant.

3.3.2 Receive Learner ID

To obtain a Learner ID, users must first register via the HP Partner Portal.

After a user account is approved, the user will receive a separate email confirming account activation and Learner ID
creation.
NOTE: It can take up to 48 hours for a new Learner ID to be approved.
If you encounter any issues obtaining your Learner ID, contact "Get Support" in CSDP.

3.3.2.1 FIND SERVICE QUALIFICATION FROM HP UNIVERSITY

To open HP University and find available service qualifications (SQs), follow these steps:
1. Sign in to the HP Partner Portal.
2. In the HP Partner Portal on the top navigation bar, click "Training & Certification," and then click "HP University."
3. On the HP University page, click "Services Delivery," click the "Select your Category" drop-down menu, and then select
the desired category. A list of SQs will display.

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Figure 4. HP Service Qualification categories

4. Click "Details" next to any Service Qualification. A page will open with detailed information about the Service
Qualification.

Figure 5. HP Service Qualification details

5. Click "Launch" next to any Service Qualification to open Saba Cloud and register for the service qualification and
access the training.

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IMPORTANT: All Service Partners can access the required service qualification from the hyperlinks provided in the
latest Guide to Service Qualification.

3.3.3 Learner Profile

To access your learner profile in Saba Cloud, click "ME" on the top navigation bar. A navigation pane will display on the left
side of the page.

To view your completed certifications and Service Qualifications, click "Completed Learning" in the left navigation pane.

3.3.4 Training and Service Qualification Support

If you have problems logging in to the HP Partner Portal or Saba Cloud, click "Get Help" in CDSP for support.

For support regarding the user experience in Saba Cloud, please contact your HP Partner Services Delivery Manager.

3.3.5 Cost for Training and Certification

Please be aware of the following costs associated with training and certifications:
• An Authorized Training Partner (ATP) delivering classroom training will invoice you for training events. Specific training
cost information can be found on vendor web pages for each offering.
• Pearson VUE Test Centers will invoice you for certification and course exams. Pricing for your particular exam can be
found on the Pearson VUE Test Registration Website.
• Travel and lodging expenses must be paid separately by you and are not included in any ATP or classes delivered directly
by HP.

NOTE: Authorized Training Partners (ATP) are not available for all region/countries. Trainings are delivered over the web or
by HP. Please contact your HP Partner Services Delivery Manager for training delivery methods in your region/country.

3.3.6 Training Records

It is your responsibility to keep training, certification, and service qualification records for all your employees who deliver
services and support in an HP environment to demonstrate their compliance with the HP Service Partner Program
requirements.

The following process must be established to ensure consistency between the Service Partner's training records and the
HP Central Training, Certification and Service Qualification Database.

The Service Partner and HP Partner Services Delivery Manager agree on and sign off the current training, certification, and
service qualification status of all Service Partner's employees dealing with service and support for HP products. Therefore,
the Service Partner must provide a document listing, which includes the following:
• All affected employees by name and function
• Title and date of completed training
• Title and date of successfully-passed certification exams
• Status of certifications in progress
• Title and date of obtained service qualifications
• Status of service qualifications in progress

Any changes regarding the training, certification, and service qualification status of employees must be tracked within the
document by the Service Partner. Employees who leave the partner company and new hires must be kept up to date.

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Updated versions of the document must be made available to your HP Partner Services Delivery Manager to keep them
informed of any changes.

The HP Partner Services Delivery Manager verifies the Service Partner training, certification, and service qualification
document by comparing it to tracking information coming out of HP's Training, Certification and Service Qualification
Database. In case of misalignment between both sources, the HP Partner Services Delivery Manager will take action to
reach consistency between the Service Partner and HP documentation.

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4 Setup HP CSDP Administrator and Users

Table 3. Set up administrator and users

Access Administrator User Setup Checklist

Setup
• Receive CSDP HP access • Setup HP CSDP • Setup user accounts for all • HP CSDP users are setup
administrator for your engineers and technicians • All technicians having
company (if applicable in on HP CSDP access to HP CSDP are
your region) Service Qualified for the
products they support

NOTE: The HP CSDP Administrator role is not applicable for Service Partners.

4.1 TOOLS REFERENCE: HP CSDP ADMINISTRATOR AND

USER SETUP
Your Tool Kit for HP CDSP Administration and User Setup
• HP ID — Single sign-on for accessing the HP Partner Portal and receiving HP CSDP admin and user credentials
• HP CSDP — For all service delivery transactions

IMPORTANT: The processes and rules for creating HP CSDP user accounts and access control are driven by regional
and country-specific rules and regulations and may not be uniform across all regions. Refer to your Program Guide or
contact your HP Partner Services Delivery Manager for HP CSDP user account creation.

4.2 RECEIVE HP CSDP CREDENTIALS

The processes and rules for creating HP CSDP user accounts and access control are driven by regional and country
specific rules and regulations and may not be uniform across all regions. Refer to your Program Guide or contact your HP
Partner Services Delivery Manager for HP CSDP user accounts creation and user profiles.

IMPORTANT: The Service Partner is responsible for termination of HP CSDP access for users who are no longer
authorized to use CSDP (i.e., left the company or changed responsibility). The Service Partner super user must remove
CSDP access of unauthorized users for their company. The Service Partner will be liable for any transactions carried out by
the unauthorized user until the termination has been completed. (Please refer to the CSDP User Guide for super user
capability).

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5 Service Delivery Infrastructure

5.1 TOOLS AND RESOURCES FOR SERVICES DELIVERY
5.1.1 HP Channel Services Delivery Platform (HP CSDP)
HP Channel Services Delivery Platform (HP CDSP) is the e-portal that you will use to manage your Service Partner business
with HP for parts ordering, Care Pack events (for break/fix only), parts availability, parts delivery, return of defective parts,
and labor reimbursement (if applicable).

HP CDSP also provides the latest HP technical information.

IMPORTANT: The HP CSDP training manual is available in the HP CSDP documentation repository.

ATTENTION: The process to set up Service Partners in HP CSDP can take up to 10 business days.

5.1.1.1 HP CSDP USAGE

For CSDP related topics, please refer to the CSDP User Guide or contact your HP Partner Services Delivery Manager.

NOTE: CDSP training materials are available in Saba Cloud.

5.1.1.2 HOW TO GET TRAINED ON THE HP CSDP SYSTEM

To obtain HP CSDP training for your operation team, contact your HP Partner Services Delivery Manager.

HP expects the Service Partner to do their own retraining when people change roles or leave. HP reserves the right to
charge for retraining if requested.

5.1.1.3 WHAT IF HP CSDP IS UNAVAILABLE?

If HP CSDP is not available due to a technical failure, downtime, or maintenance, please contact the HP Channel Operations
Team for support. Channel Operations will define a temporary solution for ordering parts.

5.2 SERIAL NUMBER REPOSITORY

The Serial Number Repository (SNR) is the centralized system of reference for manufacturing installed base information.

As the manufacturing Installed base, the Serial Number Repository captures and publishes component-level product
lifecycle data which provides insight into the current hardware and limited software configuration of a system accessible
via our Client Web Application. The Serial Number Repository provides the data and ability to identify the correct spares for
CTO (configure to order) or BTO (build to order) units where a GSL (generic spares list) will not help. CTO units are configured
by the customer and will become a unique set of components (shopping basket list) for a specific unit (SN/PN).

The environment is accessible via our Client Web Application.

The Product Configuration Tracker is the tool hosted by the SNR which allows access to view configuration of products and
units. The external PC-Tracker is accessible only with an HP ID account.
To configure access to PC-Tracker, follow these steps:
1. Create an HP ID. This is a self-registration process. The URL is available on the PC-Tracker page.
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2. Once the HP ID is created, log in to access the external PC-Tracker link.

3. When re-directed, fill-in the access request form that displays on the PC-Tracker screen.

Once the request is submitted, it will go through the necessary validation/approval process by the HP Partner Services
Delivery Manager. The user will be informed of the status of the request in a timely manner.

NOTE: Access to the Serial Number Repository is governed by HP's local country rules. Please consult your HP Partner
Services Delivery Manager for more information about the rules specific to your country.

5.3 HP ACTIVE CARE

HP Active Care is a Care Pack-based proactive service that provides fast, reliable response and resolution to end users.
Accelerated problem diagnosis and remediation helps users get up and running quickly. HP Active Care provides predictive
and proactive alerts to customers powered by HP Telemetry, a powerful AI-based analytics platform. Service Partners can
take active role in Active Care service delivery through monitoring the health status of customer devices and receive alerts
about devices that need attention, repair, or updates — all from an integrated view of Active Care alerts within CSDP
(Channel Service Delivery Portal).

Service Partners need to complete Active Care Delivery Setup Service Qualification to use HP Telemetry capabilities.

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6 Deliver Hardware Warranty Services

6.1 VERIFY WARRANTY ENTITLEMENT AND DIAGNOSE
PROBLEM
Table 4. Process to verify warranty and diagnose the problem

Verify warranty Diagnose Identify solution Checklist

entitlement problem
• Ensure the technician
performing diagnosis is
service qualified for that
product

Your Tool Kit for Warranty Entitlement and Problem Diagnosis

• HP CSDP — For warranty entitlement verification, technical documentation and performing service delivery transactions

6.1.2 Training Resources

• HP CSDP Partner Training Guides
• CSDP User Guide

6.1.3 Operations Support: Warranty Entitlement and Diagnose Problem

Your Support for Warranty Entitlement and Problem Diagnosis

• Channel Operations — For resolving entitlement issues and proof of purchase
• HP Technical Support Helpdesk — For technical support on diagnostics and troubleshooting

6.1.4 Verify Warranty Entitlement

6.1.4.1 CHECK WARRANTY ENTITLEMENT

HP offers an automated entitlement verification system via HP CSDP. Within HP CSDP, the service provider can verify if an
HP product is under standard factory warranty or a Care Pack/contract by supplying all the required information.

If the serial number for that product is not found in the HP automated entitlement verification system, the service provider
must use their own records to establish the validity of the HP CSDP claim and provide a valid proof of purchase.

The Service Partner is responsible for ensuring that the customer claim complies with the HP warranty.

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6.1.4.2 PROVIDE PROOF OF PURCHASE

• If it is determined within HP systems that the unit is out of warranty and proof of purchase is required, you must provide a
scanned copy of one of the following documents as the proof-of-purchase:
• Sales receipt
• Sales invoice
• Packing list

The scanned copy must contain the following information:

• Vendor information
• Purchase/shipping date
• HP product number, name or description
• Serial number

Table 5. Proof of purchase guidelines

Acceptable documents NON-acceptable documents Mandatory information

• Sales invoice/receipt • Purchase order (only shows intent to • Vendor information – logo is not
• Non-editable pdf format purchase) mandatory
• Packing list/slip (not accepted in all • Quotations (only shows intent to • Purchase/shipping date
regions) purchase) • HP product number, name or
• Scanned copy of one of the • Rebate receipts description
accepted documents • Order confirmation • Serial number
• Leasing contracts (CU or leasing
company must get the original
invoices)
• Proof of purchase (POP) cannot be
handwritten

NOTE: A POP is NOT acceptable when

located within the text of an email
message.

In other cases, completing the entitlement validation will require contacting Channel Operations.

If the service provider receives any of the following messages, they should verify the serial number and model number
BEFORE calling Channel Operations:
• "Product not eligible for service"
• "HP CSDP could not locate this serial number"
• "Not eligible for this claim type"

The Channel Operations agent will identify the additional documentation that the service provider must submit to enable
Channel Operations to escalate the "non-standard" PEND release request.

NOTE: Please refer to your Local Appendix for exceptions/applicable rules for your country/region.

6.1.5 Diagnose the Problem

Diagnose the problem with the product. Identify if it is a repair or a maintenance event.

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As an HP Authorized Services Delivery Partner, you have access to technical resources, information, and expert support to
assist on technical issues during services delivery.

In any event, the technician doing the diagnosis or delivering the break/fix service is required to hold the appropriate service
qualification for the diagnosed/serviced product.

HP recommends the following actions for physical diagnosis:

• Run the HP PC Hardware Diagnostic Tool and capture the 24-digit failure id code (UEFI code). The code may be required at
CSDP order. If the code is not available, you must provide the reason.
• Capture the defective part's CT label. Details may be required in the CSDP order form.

For more information, refer to the "Technical Information & Diagnostic Tools" section in the HP CSDP User Guide.

6.1.6 HP CSDP User Guide: Technical Information and Diagnostic Tools

Service Partners also have access to the HP Technical Support Helpdesk and higher-level technical support for diagnostics
and technical troubleshooting. For any issues regarding access to the technical helpdesk, please contact your HP Partner
Services Delivery Manager, or the HP Channel Operations Team, for support.

HP will issue service advisories in case of exceptionally high failure rates or malfunctions of its products or parts. Service
advisory documents can be retrieved from WISE. Service Partners can connect to WISE through the "Knowledge & Training"
menu in CSDP. Service Partners are asked to carefully read and follow the instructions outlined in a service advisory.

6.1.6.1 DIAGNOSING PROBLEMS WITH HP ACTIVE CARE

HP Active Care reports on the health of hard drives and battery components in covered systems and can notify the Service
Partner of either an actual or predictive failure of these components. This is accomplished through HP Telemetry, which has
integrated diagnostics to monitor these devices and their performance metrics and attributes. In the case of a predictive
failure, HP Active Care will advise that the component has degraded, and/or could fail, and flags the component for
recommended action via a reported incident. These incidents are available for review in the HP Telemetry platform.

NOTE: HP Active Care allows for the automated creation of tickets in the HP CDAX system for HP-provided repair
operations. This functionality is not intended for (and should not be used by) Service Partners providing repair operations.
Any ticketing and/or ordering of parts for repairs performed by a Service Partner should be done through the HP CSDP
system.

6.1.7 Identify Solution

For any given product, your service-qualified technician will perform one of the following actions:
• Labor only — No parts or product are replaced. HP may reimburse you for specific product service adjustments (if
applicable). You can submit labor-only claims in HP CSDP for reimbursement.
• Part replacement — Parts can be replaced only with genuine HP parts through new purchase or exchange assembly
replacement.

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6.2 ORDER SPARE PARTS AND PERFORM SERVICE

Table 6. Order and repair process

Place parts order Receive spare Perform repair/ Checklist

parts deliver service
• Understand HP's spare • Understand HP's spare • Perform service event • Ensure the technician
parts delivery parts delivery process and for customer performing service event is
infrastructure logistics • Update records service qualified for that
• Lookup spare parts • Receive required spare event
availability parts
• Place order for spare • Pay invoice if applicable
parts

6.2.1 Tools Reference: Order Spare Parts and Preform Service

Your Tool Kit for Ordering Spare Parts and Performing Service
• HP CSDP — For parts lookup, placing orders for spare parts, and accessing technical documentation for service delivery
• Serial Number Repository — For identifying correct spares for CTO (configure To order) or BTO (built to order) units

NOTE: HP CSDP should be your primary source for parts lookup.

6.2.2 Training Resources

Training information is available via the following resources:
• HP CSDP User Guide: Warranty Exchange sections
• Technical resources/service advisories

6.2.3 Operations Support: Order Spare Parts and Preforming Service

Operations Support for Ordering Spare Parts and Performing Service

• HP Channel Operations Team — Contact for order status information, logistics support, and to resolve queries
• HP Partner Services Delivery Manager — Contact for process information. business rules, and operational support
• HP Technical Helpdesk — Contact for technical support

6.2.4 HP's Spare Parts Delivery Infrastructure

Parts provided for warranty events may be used only for valid service entitlement performed by Service Qualified
technicians on eligible products in accordance with the terms and conditions in the Operations Guide and specific Program
Guides, and may not be used for non-warranty repairs or for the warranty repair of other products, and cannot be resold.

HP will ship spare parts to the Service Partner as required in valid warranty, HP Care Pack, and HP service contract events
claimed via HP CSDP. HP also commits to supply parts for trade purchase to the Service Partner, as ordered via HP CSDP.

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If the Service Partner fails to meet the exchange service obligation to return a defective spare part to HP in time, and under
the right conditions, HP will consider the spare part delivery of the service event to be a trade transaction, and the Service
Partner shall be liable for the purchase of the spare parts shipped by HP. This purchase will be billed, taking into
consideration the part price and shipment, and will be seen as an extra invoice for non-returned parts and RTC (returned to
customer).

NOTE: Not all countries/regions are entitled to deliver HP service contracts. Please consult with your HP Partner Services
Delivery Manager.

6.2.4.1 GENUINE HP SPARE PARTS DEFINITION

In performing services hereunder, you shall use only genuine HP spare parts specific to the Product Track while performing
in-warranty or out-of-warranty services on HP products. A genuine HP spare part is defined as an original HP-branded part
that has been supplied by the HP services organization, either directly or via an HP authorized replacement parts reseller,
and lawfully imported in the country or region concerned. Genuine HP spare parts may be new or equivalent to new. HP may
disqualify Service Partners who do not comply with the requirement to use genuine HP spare parts.

NOTE: Equivalent to new means previously used genuine HP spare parts that have been returned to HP or to an HP repair
center and inspected, refurbished as necessary, tested, and determined to be equivalent in appearance, revision level,
performance, and reliability to corresponding new parts.

We shall not be responsible for, and you shall indemnify us and hold HP harmless from (1) any delays, damages, and other
consequences, which may arise from the use by you of non-genuine or non-HP recommended spare parts or software; and
(2) any claims raised against us by a service subcontractor under these terms.

6.2.4.2 COUNTERFEIT PARTS

There are counterfeit parts on the market that look like genuine HP parts. It is the Service Partner's responsibility to ensure
the part being returned to HP is a genuine HP part.

For assistance, please refer to relevant documentation in WISE.

Returned parts are inspected, and if a part appears falsified, it is sent for counterfeit validation. The Service Partner will
receive a written confirmation as to whether the part is counterfeit, as well as information about options and steps to be
taken.

The Service Partner may contact the Counterfeit Validation Team to receive more information and to request a written
statement of the validation, which can be used to approach the reseller that provided the part. The Counterfeit Validation
Team can be reached via the following email address:
hardware.counterfeitvalidation@hp.com

The correspondence must be in English. Any appeal regarding this credit denial must be completed before the 90-day
appeals period expires or the part may be discarded. To have a clear audit of this category of parts, it is advised to keep a
registration by serial number, and request the same from your reseller that provides these parts.

6.2.4.3 CHARGEBACK PROCEDURE

HP is entitled to start "chargeback" procedures (including, but not limited to, retention of counterfeit parts, assessment or
audit of the Service Partner's service delivery processes, data and records, legal proceedings, and/or invoicing of any
monies owed) in cases where the Service Partner contravenes the rules and procedures stipulated in this Operations Guide
and the Program Guide.

Furthermore, any abuses by the Service Partner of these rules and procedures is contrary to the contractual duties and
"spirit of partnership" applying to the applicable Service Partner's accreditation and may result in disqualification or even
immediate de-accreditation of the Service Partner. HP reserves the right to chargeback full or partial reimbursement on

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parts cost, labor, and bonus for any claim not complying with the rules and procedures stipulated in this Operations Guide
and the Program Guide.

6.2.4.4 PARTS SUPPLY MODELS FOR WARRANTY FLOW

The parts supply model for the warranty flow depends on your region and country practice and laws. Please refer to your
Program Guide and speak to your HP Partner Services Delivery Manager to clearly understand and follow the methods
applicable in your region and country. Following are brief overviews on the parts supply models.

6.2.4.4.1 WARRANTY FLOW

The Fully Coupled Flow is HP's preferred parts supply model in regions and countries where the model is legally permissible.
In the Fully Coupled Flow, the Service Partner orders the required spare parts via the HP CSDP Warranty Exchange
transaction, then the parts are shipped to the Service Partner.

The customer defective part must be received and processed by HP within 30 calendar days, starting from the day of the
part shipment. In this scenario, no invoice will be sent to the Service Partner, and no financial transactions will occur. If the
defective part is not received within the 30-day window, or if the defective part is received but does not meet the
acceptability criteria, HP will invoice the Service Partner for the spare part list price at the time the part was ordered.

The Service Partner must pay in full accordance with the Payment Terms and Conditions stated on the invoice. Any dispute
regarding this invoice must be raised to the HP Channel Operations Team within 15 calendar days of the invoice receipt, and
the Service Partner must be able to provide a valid proof of delivery showing the handover of the defective part in the
agreed time window.

Where countries have specific legal constraints, please follow the country-specific agreement and your Local Appendix.

6.2.4.4.2 PARTIALLY COUPLED WARRANTY FLOW

In countries or situations where the Fully Coupled Flow is not available, the Service Partner shall use the Partially Coupled
Flow. In this model, every part shipment is invoiced by HP at the list price minus partner discount. To receive a credit for the
full value of the original invoice (list price minus partner discount), the Service Partner is required to return the defective
spare part to HP within the agreed country window (see your Local Appendix) starting from the day of the part shipment.

For countries where overnight delivery is not implemented, please follow the country-specific agreement.

In countries where a local HP-appointed return center exists, the Service Partner must ensure that the part is delivered to
that site within seven (7) calendar days of the date the customer unit is fixed. During the period before the part is returned
and credited, the Service Partner must pay HP for the invoices due in full accordance with the payment terms and
conditions stated on the invoice. Any dispute regarding these invoices must be raised to the HP Channel Operations Team
within 15 calendar days of the invoice receipt. The Service Partner must provide a valid proof of delivery showing the
handover of the defective part in the agreed time window for any dispute regarding defective part credit.

In countries where a weekly pick-up program is implemented, a maximum of 14 calendar days (starting from the unit fix date)
is granted to the Service Partner to hand over the defective part to an HP-appointed freight forwarder.

Where countries have specific legal constraints, please follow the country specific agreement and your Local Appendix.

6.2.4.5 PARTS SUPPLY MODEL FOR TRADE FLOW

For repairs performed on out-of-warranty products, the Service Partner may purchase spare parts from HP via HP CSDP. In
cases where the Service Partner does not have a corresponding defective part to return to HP, the standard trade service
should be used. In this scenario, the Service Partner is billed for the list price minus partner discount. The Service Partner
must pay HP for those invoices which are due in full accordance according to the payment terms and conditions stated on
the invoice.

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6.2.4.5.1 TRADE ADVANCED EXCHANGE (TAE)

If the Service Partner has a defective part that can be returned to HP, the "Exchange" option should be selected during order
entry on HP CSDP. This option is available only on selected HP spare parts and can be checked on HP CSDP. In this case, a
return window will start on the day of the part shipment. In some countries, trade orders can be shipped to a PUDO location.

In countries where a weekly pick-up program is implemented, please follow the country-specific agreement.

The Service Partner is billed at a special exchange price which is lower than the normal list price. If the Service Partner
returns an acceptable defective part to HP within the return window, no further action is taken, and the Service Partner shall
pay HP for those invoices, which are due in full accordance with the payment terms and conditions stated on the invoice.

HP CSDP gives a wrong value only for trade advanced exchange (TAE) invoices and the same should not be considered for
any calculation for TAE. Please consider that two invoices will be triggered in case the defective part is not returned and that
the discount in the first invoice has VAT included. For more information, please contact your HP Partner Services Delivery
Manager.

If the Service Partner does not return an acceptable defective part to HP within the return window, HP will invoice the
Service Partner for an additional amount (the difference between the exchange price and the normal list price) and this
second invoice will be payable by the Service Partner, together with the original exchange value invoice. Any dispute
regarding these invoices must be raised to Channel Operations within 15 calendar days of the invoice receipt, and the
Service Partner must provide a valid proof of delivery showing the handover of the defective part in the agreed time window.

IMPORTANT: This option is not available in all countries. Please refer to your Program Guide and check with your HP
Partner Services Delivery Manager for more information.

6.2.4.6 INVOICING PAYMENT TERMS

The Service Partner shall make full payment to HP in accordance with the payment terms stated on the invoice from HP. The
payment terms are calculated from the date of the invoice, not the date of receipt by the Service Partner.

For any amount not paid after the payment terms expiration, the Service Partner shall pay interest at a commercial rate until
HP is in receipt of the full amount, whether before or after judgment. HP reserves the right to alter or withdraw the Service
Partner's credit limit or credit facilities at any time.

If a Service Partner is on credit hold, the HP systems may automatically block any order placed, which will affect the Service
Partner's service commitments. In addition, Channel Operations will cancel all orders that are on a delivery hold exceeding
21 days. Delivery holds block spare parts that are required for other orders due to unpaid invoices.

HP shall be entitled to deduct from, or set off against, any sums which HP may be liable to pay to the Service Partner, and/or
any amounts owed by the Service Partner, its subsidiaries, or successors in interest.

6.2.4.7 INVOICE DISPUTES

The Service Partner is required to review all invoices received from HP and to raise any disputes related to the data
accuracy in the invoice (i.e., date, naming, pricing, etc.) with Channel Operations by submitting a ticket in CSDP. The ticket
must be submitted within 15 calendar days of receipt of the invoice.
Another period will be applied when Service Partners receive a proactive notification from Channel Operations asking for
feedback within a shorter, but adequate, business timeframe. The Service Partner should provide the following information
to prove that the parts have been returned:
• Invoice number
• Date, time, and receiver's name
• Detailed reasons for query
• Full list of spare parts with quantities and an RMA number or HP CSDP tag number (packing list or manifest, signed and
stamped)

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• Waybill/tracking number: Scan copy (signed and stamped)

Channel Operations requires a Proof of Delivery (POD) from the Service Partner when the invoice dispute is raised to avoid
any delays in resolving the dispute. This POD should be the carrier return reference number used for the return, or an
alternative standard waybill copy, return manifest, or tracking number which can be validated on the carrier's website. HP
reserves the right to invoice Service Partners in cases where the POD is deemed to be unacceptable. These cases will be
explained in full to the Service Partner.

If the reverse label is missing, contact your carrier for instructions.

Any invoices not formally disputed within this timeframe must be paid in full by the Service Partner according to the
payment terms stated on the invoice. Please contact Channel Operations to raise an invoice dispute.

HP will not attempt to collect, chase, or pursue any invoice which has been formally disputed by the Service Partner within 15
calendar days of the invoice date. No collection will be attempted until the dispute is fully resolved. HP will investigate and
resolve invoice queries within five (5) calendar days of the dispute being raised to HP Channel Administrators.

HP will explain, in detail, the resolution of the dispute. In such cases, where HP determines the invoice is valid and payable,
the Service Partner must make payment within the payment terms stated on the invoice. Failure to do so puts the Service
Partner in breach of the Service Delivery Partner Agreement.

All resolved dispute emails include a reminder that the Service Partner has three (3) working days to reopen a dispute via
email.

Failure to comply with these timelines could put your credit at risk.

6.2.4.8 SPARE PARTS PRICING

6.2.4.8.1 PARTS DISCOUNT

HP publishes commercial pricing for its spare parts portfolio on a regular basis. Service Partners are entitled to a discount
on top of the list prices published. The discount is also available for parts purchases and trade transactions. Please refer to
your Program Guide for applicable business policies and parts discounts.

The full and final spare parts price for Service Partners is available on CSDP.

The prices displayed in HP CSDP include the cost of transportation from HP (or its third-party supplier) to the Service
Partner's premises, but does not include any associated duty, customs, or tax costs.

HP reserves the right to change the pricing of its spare parts at any time and without prior notice.

6.2.4.8.2 IN THE TRADE FLOW

When purchasing spare parts from HP in a trade transaction, the Service Partner will be invoiced at the part price shown in
HP CSDP (which is the list price minus partner discount) at the time of the order in CDSP, and any local taxes will be added
separately on the invoice by HP. The Service Partner must raise any disputes regarding the pricing on an invoice within 15
calendar days of receipt of the invoice from the HP Channel Operations Team.

NOTE: Trade parts-related processes and rules are governed by HP policies in respective countries. Please consult your HP
Partner Services Delivery Manager for questions regarding the rules in your country.

6.2.4.8.3 IN THE FULLY COUPLED WARRANTY FLOW

If HP invoices the Service Partner due to receipt by HP outside of the 30-day window for a warranty transaction, the Service
Partner will be invoiced at the full part list price (not including any partner discount).

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Any credit issued where HP receives the part in the authorized late-return window will also be at full list price.

6.2.4.8.4 RETENTION OF TITLE

Notwithstanding delivery and passing of risk, the spare parts supplied shall remain the property of HP until the Service
Partner has paid their price in full, including any other balance owed related to the sale of HP products.

Until ownership of the spare parts has passed, the Service Partner shall follow these guidelines:
• Take proper care of the spare parts, insure them fully, and take all reasonable steps to prevent damage or deterioration.
Any such insurance payments received by the Service Partner shall be payable to HP to the extent of the price due and
payable to HP.
• Keep the spare parts free from any charge, lien, or other encumbrance, and store them in such a way to show clearly that
they belong to HP.
• Understand that you are not authorized to sell, or otherwise dispose of, the HP spare parts.

The Service Partner will deliver or have delivered to HP, or will allow HP to repossess, the spare parts upon demand if any
claim relating to the sale of the HP product remains unpaid, and after such delivery or repossession, will allow HP to resell
the same for its own account.

The Service Partner hereby grants an irrevocable right and license to HP and its employees and agents to enter upon any or
all of the Service Partner's premises, with or without vehicles, during normal business hours, for the purpose of inspecting
and/or repossessing spare parts, to which it has retained title. This right and license shall continue to subsist
notwithstanding the termination for any reason of this agreement and is without prejudice to any accrued rights of HP
hereunder.

Notwithstanding the provisions of this clause, HP shall be entitled to bring an action against the Service Partner for the price
of any spare parts in the event of non-payment by the Service Partner by the due date, even though property in the spare
parts has not passed to the Service Partner, and/or shall have the right, by notice to the Service Partner at any time after
delivery, to pass property in the spare parts to the Service Partner as from the date of such notice.

The Service Partner is expressly prohibited from entering into any obligation with any third party, which may be inconsistent
with, or derogate from HP's rights under this agreement in respect of the spare parts or other goods. All payments made by
the Service Partner shall first be appropriated to spare parts or other goods, which had been resold by the Service Partner,
and then to spare parts or other goods which remain in the actual or constructive possession of the Service Partner,
notwithstanding any purported appropriation otherwise by the Service Partner.

6.2.4.8.5 WARRANTY TO SERVICE PARTNER

Upon delivery, spare parts shall be in working order and correspond, in all material respects, with their specifications. Spare
parts ordered by the Service Partner that do not work or correspond to specification, shall be returned to HP for
replacement within the 90-day warranty period (calculated from the date of shipment to the Service Partner).

NOTE: This 90-day warranty period is the rule in all countries except where local law stipulates otherwise.

HP may supply new or refurbished parts or, if repair or replacement is not possible, may refund the purchase price.

6.2.5 Lookup Spare Parts Availability

For information about spare parts, refer to the "Part information" and "Part price and availability lookup" sections in the HP
CSDP User Guide.

6.2.6 Order Spare Parts

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6.2.6.1 TOOL

The Service Partner must place all spare parts orders (warranty and trade) in the HP CSDP secured website.

Detailed operational instructions on how to place HP spare parts orders are explained within the HP CSDP User Guide.

The Service Partner shall fulfill all requirements for order creation on HP CSDP as specified in the HP Channel Services
Delivery Operations Guide, HP CSDP partner training manual, and/or other written instructions issued by HP.

For more information, refer to the “Warranty exchange” sections in the HP CSDP User Guide.

NOTE: The Service Partner shall use ordered spare parts only towards performance of service delivery obligations as an
authorized service provider, and shall not otherwise offer those spare parts for resale.

6.2.6.2 AVAILABILITY OF SPARE PARTS

HP aims to ensure the highest availability of spare parts and uses sophisticated planning tools to position inventory.
However, HP Logistics is frequently facing order peaks that deplete stock and might also generate logistic resource issues
that prevent timely shipping of the parts. Some of these issues are caused by Service Partner's order behavior, for example,
ordering large quantities or parts for consolidated requirements.

Although the order quantity is limited in HP CSDP, there is no restriction in place which prevents multiple orders for the same
part. Unusually high order volume has a negative impact on the spare part inventory and may put availability of spare parts
at risk for an entire region, so this needs to be avoided.

To optimize part delivery performance, we highly recommend that Service Partners follow these guidelines when ordering
parts:
• Order parts at the time of consumption and as regularly as possible (minimum weekly)
• Place your order in the morning or early afternoon (whenever possible) so as not to overload logistic operations just
before order cut-off time

HP recognizes that in exceptional cases there might be a higher spare part demand than the usual volume. In such a case,
please contact Channel Operations and indicate your special requirement before you place the order. Channel Operations
will involve HP's logistics to devise a plan that will meet your requirements and help prevent parts shortages for other
customers/partners.

6.2.6.3 HIGH QUANTITY ORDER PROCESS

High-quantity orders consist of six (6) or more units of the same part number for the same customer.

If you need to order a high quantify of a certain part number, contact Channel Operations for instructions on how to do this.
DO NOT proceed with ordering a large quantity of one part number in CSDP. If you do not alert Channel Operations in
advance, HP reserves the right to put your orders on hold and negotiate labor reimbursement (if labor is applicable).

6.2.7 Receive Spare Parts

6.2.7.1 SPARE PARTS DELIVERY OVERVIEW

6.2.7.1.1 DELIVERY/SHIPPING OPTIONS

Following is a list of delivery/shipping options:

• Standard delivery
• Customer self-repair (CSR) delivery

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NOTE: If a Service Partner is on a credit hold, the HP systems will automatically block any trade order which will affect the
Service Partner's service commitments. In addition, Channel Operations will cancel all orders which are on a delivery hold
exceeding 21 days. If the Service Partner does not resolve their debts issues, HP will block the access to HP CSDP
completely. In some countries, HP systems will automatically block every order.

NOTE: Please note that not all delivery/shipping options are available in your country.

NOTE: Please note that other delivery/shipping options may be available in the combo box on HP CSDP's ordering page,
however, the Service Partner should NOT select any of the other options unless instructed to do so.

6.2.7.1.2 STANDARD DELIVERY

HP will make best effort to meet any delivery date(s) quoted or acknowledged, provided the order was placed before the
country-specific order cut-off time. This service is free of charge and will be used as default if no other delivery method is
selected.

IMPORTANT: An increasing number of Service Partners are specifying HP CSDP "Ship to" addresses as their onsite
engineer at a specific customer site and not at the Service Partner office or service location. As a result, HP is now
seeing an increasing number of problems in the following categories:
• The customer's receiving area does not recognize the engineer's name and refuses the delivery
• The customer's receiving area signs for the parcel but fails to deliver it to the engineer
• The customer's receiving area signs for the parcel but takes a number of days to deliver it to the engineer

Once a spare part is delivered to the Service Partner from the original carrier, the risk of loss or damage to the part
becomes the responsibility of that Service Partner. HP spends considerable time and effort investigating instances of lost
or damaged parts, and the additional cost and delivery time for these issues will impact the Service Partner.

Therefore, Service Partners are required to specify the HP CSDP "Ship to" address as their own office premises.

Service Partners must ensure their third-party site processes are robust and will not cause the above difficulties.

If there are recurring difficulties with specific "Ship to" addresses, HP reserves the right to stop the allocation to these
addresses.

IMPORTANT: There are different order cut-off times depending on the transportation network used and the destination
country. Please check with your local HP Partner Services Delivery Manager for country-specific information.

Per HP's Standard Delivery guidelines, if the order is placed before the defined cut-off time, the part will be shipped the
same day and delivered to the Service Partner's location by next business day between 9 a.m. and 5:30 p.m. (wherever local
country-regulations permit). In exceptional situations, HP may be forced to deliver parts to the destination airport.

6.2.7.1.3 CUSTOMER SELF REPAIR (CSR)

When a spare part is shipped directly to a customer, HP takes liability for the return of all defective customer self-repair
(CSR) parts. This means that the Service Partner is not held liable, but requested to inform the customer to send back the
part using the provided box and labels.

NOTE: CSR and enhanced-logistics service methods are only available through the HP CSDP Exchange Order Event
function.

NOTE: This delivery option is not available for all countries. Please refer to your Program Guide or contact your HP Partner
Services Delivery Manager for precise information.

6.2.7.2 DELIVERY ISSUES

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6.2.7.2.1 PROCESS FOR MISSING OR DAMAGED PARTS

To avoid disputes regarding responsibilities between the carrier and HP, the Service Partner is required to add some
comments on the proof of delivery in case of any issues with missing or damaged boxes. HP understands that the Service
Partner may not have enough time to completely verify the contents of the boxes delivered, but any comments the Service
Partner makes can help in later disputes.

The Service Partner is advised to check the part before the service is carried out.

• Warranty Missing or Damaged Parts:

HP's logistics department advises that the Service Partner has five (5) days (starting from the date the part was shipped)
to check their delivery. In case of missing or damaged parts, must notify their HP Channel Operations Team within this
time frame. Channel Operations will then handle the complaint and address it to the logistics department who will send a
letter, with acknowledgement, to the carrier.

• Trade Missing or Damaged Parts:

A Service Partner has 15 days from when their invoice was generated to check their delivery, and in case of missing or
damaged parts, they must notify their HP Channel Operations Team within this time frame. Channel Operations will then
handle the complaint and address it to the logistics department who will send a letter, with acknowledgement, to the
carrier.

Please notify Channel Operations within 30 calendar days (starting from the day of the part shipment) and they will take the
appropriate action for the situation, which could be any of the following:
• Wrong shipment — You ordered Spare Part A, but received Spare Part B
• Shipment inversion — You received a parcel that was intended for another Service Partner
• Over shipment — You received more spare parts than ordered
• Short shipment — You received fewer spare parts than ordered
• Missing TAE labels
• Missing shipping documents

6.2.7.3 TRADE GUIDELINES FOR BUSINESS PARTNER EXPORT COMPLIANCE

The U.S. Government, and the governments of other exporting countries, are concerned with measures taken by exporters
and re-exporters to detect and prevent illegal re-exports and diversions of U.S. technology. Following are particular areas of
concern:
• Denied and sanctioned parties
• Nuclear, missile technology and chemical/biological weapons proliferation users/uses
• Embargoes and trade sanctions
• Trade boycott requests
• Re-exports

HP requires you to establish and maintain auditable procedures to screen customer orders for the above areas. Suitable
control points, depending on your organization, may be at the order quotation and order entry stages prior to delivery of
products and services to customers, and during contract reviews.

If you have reason to know or suspect that product and/or service transactions will involve any type of "denied" or
"sanctioned" parties, weapons proliferation activities, diversion risk, and/or trade boycott requests we require you to seek
professional advice from your legal counsel, your local government, or the U.S. Department of Commerce before entering
into contractual commitments and fulfilling the order.

More specific guidance and other tools for meeting these obligations can be found on the U.S. Department of Commerce's
Export Compliance Program (ECP) page.

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In addition, you can obtain free copies of the most important U.S. Government-sanctioned parties lists via the following link:
Consolidated Screening List

For inquiries concerning U.S. export controls, please contact your U.S. Embassy or Consulate, or contact the U.S.
Department of Commerce at the address or phone number listed below.

U.S. Department of Commerce, Exporter Counseling Division

14th St and Constitution Ave, N.W.
Washington, D.C. 20230
Phone: (202) 482-4811
Fax: (202) 482-3617

For inquiries concerning local export controls, please contact your national export authorities and/or customs office.

6.2.7.3.1 DENIED PARTIES

The names of companies, firms, or individuals suspected of, or found to have violated U.S. export laws, are published by the
U.S. Government in the "Denied Persons List (DPL);" the "List of Specially Designated nationals and Blocked Persons;" the
"Entity List;" and the "Debarred Parties List." These lists can be accessed on the U.S. Department of Commerce's website.

Products and services may not be provided, directly or indirectly, to those parties, wherever they happen to be located. The
U.S. Government may impose sanctions on companies, firms, or individuals selling U.S. high technology, providing services,
or transferring technical information/data to such parties. Sanctions could include an embargo on further purchase or
service from HP. The embargo would extend to all high technology products of U.S. origin, regardless of the manufacturer.

6.2.7.3.2 NUCLEAR AND MISSILE TECHNOLOGY AND CHEMICAL/BIOLOGICAL WEAPONS PROLIFERATION

The United States and many other governments have signed agreements to prevent the research, design, production, and
proliferation of weapons of mass destruction, including weapons connected with nuclear, chemical, and biological warfare,
and the missiles used to deliver them. Civil, missile, space, nuclear, chemical, and biological entities might be partially
involved in such activities.

The U.S. Department of Commerce has developed questionnaires to help exporters and their customers to determine if
end-users are engaged in nuclear, missile, or chemical/biological warfare activities. The questionnaires are available on the
Department of Commerce's website.

Other, non-U.S. export regulations place additional restrictions on conventional military and paramilitary end-use/end-users
in certain countries that may also be subject to export licenses.

6.2.7.3.3 EMBARGOES

There are certain countries that are considered embargoed, both by the U.S. Government, and many other governments. For
a current listing and advice, please contact your local U.S. Embassy and local authorities.

6.2.7.3.4 DIVERSION RISKS (ILLEGAL RE-EXPORTS)

Internationally, there is a very real danger that some countries, companies, firms, or individuals will attempt to acquire U.S.
technology by illegal means (i.e., diversion). Diversion situations can concern sensitive end-use, UN and US embargoed
destinations, or any (re-)export without appropriate export authorizations.

Following are some potential indicators of diversion risks:

• Customer is hardly known in commercial circles
• Customer does not want installation or maintenance
• Customer is reluctant to disclose end-use information

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• Customer asks for unusual payment terms/currencies

• Packaging/delivery routing is not very common
• Equipment ordered is incompatible with customer's line of business
• Customer has an inappropriate facility for the products being ordered
• Customer has no legitimate need or end-use for the parts/accessories being ordered
• Customer is suspected to have "deals" with embargoed parties/destinations

The U.S. and other governments have developed lists of "diversion risk indicators" to help identify potential risk. The U.S.
Department of Commerce has published such a list in the "Export Management Systems" guidelines on the web.

6.2.7.3.5 TRADE BOYCOTT REQUESTS

U.S. and other national laws prohibit participation, directly or indirectly, in trade economic boycotts. A trade or economic
boycott is a program under which a country (or group of countries) refuses to do business with another country, its
companies, or citizens in an attempt to damage the economy of that other country. Boycott requests usually arise out of
racial, religious, or cultural hostilities.

Boycott requests may be contained in customer order documentation, contracts, invoices, shipping documentation, terms
and conditions, and letters of credits, etc. Guidelines for identifying and handling boycott requests can be found in the
Department of Commerce's anti-boycott guidelines on the web.

6.2.7.3.6 TRANSFER OF TECHNOLOGY AND TECHNICAL ASSISTANCE

The term "export" does not only apply to the transfer of actual products, but also to the transfer of technology. The transfer
of technology and technical assistance within country or abroad may be controlled under the U.S. and/or other government
export regulations. This includes the transmission of software or technology by electronic media, fax, telephone, or any
other means.

6.2.7.3.7 RE-EXPORTS AFTER DELIVERY

Exporters are obliged to check what authorization is required from their ministry responsible for foreign trade or customs
office. In addition, they need to check if a re-export authorization is required from the U.S. Government (contact the U.S.
Department of Commerce).

This applies equally to complete systems, parts of a system, peripherals, parts or components, software, and technical data.

The type of export/re-export authorization needed depends on the following criteria:

• The performance level of the goods
• The country of ultimate destination
• The end-use of the goods

6.2.7.3.8 DELIVERIES WITHIN A COUNTRY

Deliveries within a country can require individual (re-)export licenses from the U.S. and/or other exporting country
governments if the delivery exceeds the technology level for that country. This includes reconfiguring or upgrading an
existing computer system to enhance its performance-level above the authorized export technology limits.

Companies should check with their suppliers and the U.S. Department of Commerce to learn if government authorization is
required in such instances.

6.2.7.3.9 GENERAL COMMENTS

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No local laws or other authorizations exempt a company, firm, or individual from the requirement to obtain a re-export
license from the U.S. Government to re-export any U.S. origin technology and products.

Similarly, U.S. re-export approval does not provide exemption from complying with exporting countries' and local export laws.

Records of all exports/re-exports must be retained.

WARNING: Exporters and Service Partners are responsible for their compliance with export laws and regulations. HP
has tried to provide accurate, complete, and up-to-date information within this document. However, HP may not be
held responsible for the accuracy or completeness of this information. We advise you to consult your legal counsel, your
local authorities, and/or the U.S. Department of Commerce to ensure compliance with U.S. and local laws.

IMPORTANT: Please note that the European RoHS (Restriction of Hazardous Substances) Directive restricts the use of
the following substances in newly manufactured electrical and electronic products: lead, mercury, cadmium,
hexavalent chromium, and two bromine-containing flame retardants.

In accordance with this directive, HP CSDP has been updated to provide the following:
• RoHS compliancy information for units and parts
• Blocks any attempts to order a RoHS non-compliant part for a RoHS compliant unit

Service Partners fulfilling service events using locally held stock have an obligation to ensure any spare fitted to a RoHS
compliant machine is also RoHS compliant. It is suggested that Service Partners segregate their stock holdings into RoHS
compliant and non-RoHS compliant spares, and use HP CSDP to identify the compliance of the units prior to selecting a
replacement spare to ensure their compliance with the legislation.

For more information about RoHS, Service Partners should contact their HP Partner Services Delivery Manager.

6.2.7.4 OBLIGATIONS WITH REGARD TO SAFETY

Following are Service Partner's obligations regarding safety:

• Comply strictly with the safety specifications mentioned in HP's relevant documentation, with all applicable national and
international laws, regulations, and governmental guidelines regarding health and safety at work, environmental
protection, safety standards for electronic equipment, and the repair of electronic equipment.
• Promptly report to HP all suspected design or manufacturing defects or safety problems with the products and assist HP
in implementing corrective action communicated by HP.

IMPORTANT: HP is committed to providing our customers with information about the chemical substances in our
products as needed to comply with legal requirements such as REACH (Regulation EC No 1907/2006 of the European
Parliament and the Council). A chemical information report for this product can be found on HP's Sustainability and
Compliance Center website.

6.2.8 Deliver Service

6.2.8.1 REPAIR STRATEGIES

• Labor only
• Carry-in
• Customer self-repair (CSR)
• Onsite services
• Parts only warranty (POW)
• Pick-up and return (PUR)
• Whole unit exchange (WUE)
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6.2.8.1.1 LABOR ONLY

Labor only refers to claims in which a customer problem is resolved without replacing a part, either by remote or manual
repair.

Use of this service is monitored as No Material Used (NMU).

The following labor-only claim types are available:

• Labor only adjustment only reseat board/cable/drive non-CSR
• Labor only adjustment only — Other (non-printer)
• Labor only adjustment only — Other (printer)

For all labor-only claims, a serial number and product number must be entered. Any part adjusted must be included in the
claim. Each claim has a "Notes" tab and comments must be entered to justify the service intervention.

For more information about labor-only claims, refer to the "Labor Only" section in the HP CSDP User Guide.

NOTE: Beyond HP's manufacturing warranty, product services might be eligible for labor-only claims if the product warranty
has been upgraded and/or extended by an HP Care Pack or contractual service that includes labor coverage. For HP Care
Pack and contractual labor coverage, please refer to the HP Care Pack and contractual-specific terms and conditions. For
further details, please contact your HP Partner Services Delivery Manager.

DISCLAIMER: In case of deviations or for further clarification, please contact your regular HP Services Delivery Operations
Support Team using the standard process.

IMPORTANT: Labor-only claims are not applicable for all Service Partners. Regional and country-specific rules apply.
Please consult your HP Partner Services Delivery Manager for the rules that are applicable to you.

Table 7. Labor Events (1 of 2)

Product Line
Reason MB, MA, 8A, CP, PQ A3 Growth (Parts only Accessories
warranty) G8 6A, GT, MC, GR
Clear paper jams YES NO YES
inaccessible to customers.
Adjust paper paths (for
specific printers)
Reset device NO NO NO
Reseat formatter PCA/ PCA YES NO YES
cables
Clean laser exit mirror NO NOT APPLICABLE NO
Cleaning (fiber track) NO NOT APPLICABLE NO
Print quality problems NO NO NO
Electro-mechanical NO NO YES
adjustments
Printer service calibration NO NO NO
Firmware/Bios NO NO NO
update/upgrade

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Consulting on usability and NO NO NO

configuration
Refit misplaced PCB, Belt 7 NO NOT APPLICABLE NO
mechanism

Table 8. Labor Events (2 of 2)

Product Line
Reason 9C, 3Y, GQ, 30, TW, GE, 7T, DU A3 Value 4L, E0, E4, ED, EE 2B, 2Q, 1D
IG, IS ID GS
Clear paper jams YES NO YES YES YES NO
inaccessible to customers.
Adjust paper paths (for
specific printers)
Reset device YES NO YES NO NO NO
Reseat formatter PCA/ PCA YES NO YES YES YES NO
cables
Clean laser exit mirror NO NO NO NO YES NO
Cleaning (fiber track) NO NO NO NO NO NO
Print quality problems YES NO YES YES YES NO
Electro-mechanical YES NO YES NO NO NO
adjustments
Printer service calibration YES YES YES NO YES NO
Firmware/Bios NO NO YES NO NO NO
update/upgrade
Consulting on usability and NO NO NO NO NO NO
configuration
Refit misplaced PCB, Belt 7 NO NO NO NO NO NO
mechanism

HP reserves the right to chargeback full or partial reimbursement of labor cost for any claim not complying with the labor
only scenarios mentioned in Labor Events (1 of 2) and Labor Events (2 of 2).

6.2.8.1.2 CARRY-IN

The customer sends or brings a defective unit to the Service Partner's facility for repair. When the repair is completed, the
customer will collect the unit at the Service Partner's facility.

6.2.8.1.3 CUSTOMER SELF REPAIR 1 (CSR-1)

Customer self-repair refers to a problem that can be fixed by the customer using a part sent to him by HP or by a Service
Partner. HP has identified a list of parts that can be replaced in this way. CSR-1 parts contain repairable or non-repairable
parts that require limited or no technical knowledge to replace them. CSR-1 parts can reside inside the chassis, for instance.
Some tools might be required to remove or replace the part.

CSR-1 NON-REPAIRABLE (NOT RETURNABLE)

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Some of CSR-1 parts are of no scrap value/non-repairable. HP does not require that the defective part be returned. It is the
customer's responsibility to dispose of the defective part in an environmentally-friendly way.

CSR-1 REPAIRABLE (RETURNABLE)

Service Partners are expected to inform customers of the return instructions and advise customers about the return label,
which is part of the DbD (Diagnose before Dispatch) process. HP reserves the right to charge Service Partners for the value
of the shipped spare part.

There is a specific labelling method applicable only for CSR drop-ship spare parts. These parts are sent directly to end
customers. There will be a return label in the box if the part is returnable.

Please take into consideration that this process is applicable only for CSR parts shipped directly to the end customer (with
the drop-ship option "yes" in HP CSDP). CSR parts requested to PUDO, or ship-to, will follow the standard process.

IMPORTANT: Service Partners are permitted to order CSR parts only for product lines for which they are authorized.

NOTE: Return policy is fully dependent on local country tax and legal regulations.

6.2.8.1.4 CSR-1 PAYMENT RATE COMPENSATION

When the product is covered by factory warranty, Service Partner's receive the fixed CSR-1 payment rate (if applicable). If a
service event in HP CSDP is for a part(s) classified as CSR-1, and the product is covered by an HP Onsite Care Pack, the
Service Partner can claim the service event as "Onsite." The Service Partner should claim a CSR-1 event as "Onsite" only if it
has delivered an onsite break/fix service for the customer. When the event is claimed as "Onsite," the Care Pack override
payment would apply, and the Service Partner is paid the Care Pack onsite labor compensation rate (where applicable).

IMPORTANT: Warranty compliancy and audit rules will apply, and HP may ask for proof of repair to confirm an onsite
service was delivered on claims made in HP CSDP.

For any CSR classified part, CSR is the HP preferred service delivery method.

EXCEPTION RULES: COMPUTER CSR-1 NON- REPAIRABLE PARTS NOT IN SCOPE

It is recognized that some CSR-1 non-repairable parts do not require an onsite service, and cannot be claimed as such in HP
CSDP, even when covered under a Care Pack or service plan unless explicitly defined in the service contract. These are
what HP would refer to as "external hot-pluggable" devices and include the following parts:
• Mouse
• Desktop keyboards
• Power cords and AC adapters
• Docking stations
• Customer-replaceable batteries

NOTE: Service Partners are responsible for ensuring the correct delivery method is used. Where HP finds the required
behavior is not being observed, appropriate action will be taken, and monetary chargeback for parts and labor may be
conducted.

Table 9. Product coverage and service delivery details

Product coverage Service delivery Part category Method advised Payment

method
Warranty CSR-1 All CSR delivery CSR-1 payment
mandatory

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HP Onsite Care Pack • CSR-1 Non- Mouse, AC adapter, CSR delivery is CSR-1 payment
repairable1 docking stations, mandatory
• External hot desktop keyboard,
pluggable power cords
HP Onsite Care Pack • CSR-1 Non- WWAN, WLAN, • CSR is CSR-1 payment or
repairable1 notebook keyboard recommended onsite override
• Others • Onsite delivery is payment if covered by
optional Onsite Care Pack
(where applicable)
HP Onsite Care Pack CSR-1 Repairable2 HDD, multiple bay • CSR is CSR-1 Payment or
drives recommended, onsite override
• Onsite delivery is payment if covered by
optional Onsite Care Pack
(where applicable)
1
CSR-1 Non-repairable = CSR-1 Not returnable
2
CSR-1 Repairable = CSR 1 Returnable

6.2.8.1.5 CUSTOMER SELF REPAIR 2 (CSR-2)

A CSR-2 part is a spare part that can be replaced by a customer. CSR-2 parts contain repairable and non-repairable parts
that require technical knowledge and experience to replace them. Parts can reside inside the chassis. Tools might be
required to remove or replace the part. The part weight is not beyond the capacity of a single person. Service Partners will,
subject to all other conditions met, receive a blended payment upon claiming the event. The blended payment is a
combination of the full onsite payment and flat rate of the part used (CSR-1 or CSR-2).

Service Partners are expected to inform customers of the return instructions and advise customers about the return label
usage, which is part of the DbD (Diagnose before Dispatch) process. HP reserves the right to charge Service Partners for
the value of the shipped spare part, if not returned by the customer.

IMPORTANT: Service Partners are permitted to order CSR parts only for product lines for which they are authorized.

IMPORTANT: Units that are covered by a Next Business Day or Same Business Day Onsite HP Care Pack and require a
CSR-2 part will receive regular onsite payments when the Service Partner attends the customer site and records it in
HP CSDP.

NOTE: Return policy is fully dependent on local country tax and legal regulations.

IMPORTANT: In Central Europe and ISE markets, Service Partners are responsible for sending good parts to, and
collecting defective parts from, the customer. Please check the applicable countries in Annex 1.

6.2.8.1.6 ONSITE SERVICES

This entitlement offer refers to when the unit being serviced is covered by an onsite warranty and the Service Partner sends
an engineer to the customer's site to perform the repair.

Before going to the customer site, the Service Partner should validate the warranty entitlement of the serial number
provided by the customer.

Before arriving at the customer site, the Service Partner should call the customer, as much in advance as possible, for the
following reasons:
• To advise the expected time of arrival to ensure that the customer contact will be available (any delay should be notified in
advance to the customer)
• To take benefit of this phone contact to validate the problem faced by the customer

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When onsite, the Service Partner engineer or agent should follow these guidelines:
• Always be polite and positive.
• Never denigrate HP products or HP services. In case the Service Partner agent has encountered the same problem with
other customers, the Service Partner should report it directly to HP.
• Always refrain from mentioning problems with a part (or component) to the customer. If the Service Partner agent has
encountered the same problem with other customers, the Service Partner should report it directly to HP.
• Validate that the serial number (of the product to be repaired) is the same as the one reported by the customer, and check
which entitlement validated the in-warranty status. In case of a serial number mismatch, and before any repair, you must
perform a new warranty entitlement check. Both the Service Partner and HP systems must be updated accordingly.
• Validate all customer information including, but not limited to, the following:
• Customer name (company name, or first and last name of individual, as appropriate)
• Customer contact first and last name (if the customer is a company)
• Customer's address, telephone number, and email address
NOTE: In case of a mismatch with any customer information, both the Service Partner and HP systems must be updated
accordingly.
• Always explain the cause of the problem and the solution to the customer.
• During the repair, manage the tools and the customer equipment in a tidy manner (do not leave spares or tools laying
around, ask where to throw away parts packaging).
• If for any reason the Service Partner is unable to resolve the customer problem, the Service Partner should set clear
expectations (e.g., next steps, timeline of the expected delay, when the customer will be contacted again, etc.), and then
keep the customer informed accordingly. If applicable, and when possible, the Service Partner should provide loaned
equipment to the customer as an immediate, temporary workaround.
• Ensure that all customer material handled by the Service Partner, is tidy and clean before departing.
• Always be open to questions that are not directly linked to the problem that led the Service Partner to come onsite.
Consider it an opportunity to strengthen relationship with customers and a potential sales opportunity.
• Upon repair completion, validate with the customer that the problem is solved and, as a proof of repair, collect the
customer's printed name and dated signature on the repair invoice, and add your own printed named and dated signature.
If the unit was shipped to the customer, the Service Partner is expected to provide a record from the carrier that confirms
the delivery to the customer.
• Before leaving, always ask the customer if there is anything else that he/she needs.

HP is certain that most Service Partners already act in a professional way. This is just a reminder as to how these simple
guidelines can largely help Service Partners maintain a high level of customer satisfaction.

Going onsite is a great opportunity for Service Partners to promote additional HP products and services, which may help
them reach their business goals.

6.2.8.1.7 POW (PARTS-ONLY WARRANTY)

A parts-only warranty (POW) refers to claims for HP products covered by a parts-only replacement warranty. The defective
parts will be supplied free of charge during the warranty period.

The labor costs for repair are not included.

6.2.8.1.8 PUR (PICK-UP AND RETURN)

PUR refers to claims for HP products covered by a pick-up and return warranty. Under whole unit exchange (WUE), the
defective units will be replaced free of charge during the warranty period. If the customer wants to use this Service Delivery
Method, they must contact HP directly. If the customer still requires the Service Partner to service the unit, then the offer
can only be supported as a carry-in service as arranged between the Service Partner and the customer.

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6.2.8.1.9 WUE (WHOLE UNIT EXCHANGE)

WUE refers to claims for HP products covered by a whole unit exchange warranty. The replacement unit will be supplied free
of charge during the warranty period, and the Service Partner will receive a flat payment equal to the CSR-1 payment, unless
otherwise notified by HP.

6.2.8.2 SPARE PARTS IN PRODUCT CONFIGURATION

Do not configure HP products with non-HP items or non-supported options or spare parts unless expressly authorized to do
so by HP (in writing). If HP does authorize the use of non-supported spare parts, you must notify the customer that it could
invalidate the product warranty if it causes malfunctions or damages to the product. Evidence of such notice shall be kept
by the Service Partner and made available to HP upon request.

Service Partners shall not remove pre-installed software, software media, software licenses, warranty statements, or
similar items from the products unless instructed to by the customer, or HP, in writing. If such removal affects supportability
of the product, the Service Partner shall, in all such events, obtain prior written approval from HP.

6.3 SUBMIT CLAIMS AND RECEIVE COMPENSATION

Table 10. Submit, order, and repair

Submit claim for Return parts Receive Service Delivery Checklist

service event compensation
• Submit claims • Return defective and • Receive compensation report • HP CSDP event is claimed
unused parts • Resolve compensation • KPI exclusions are
• Update records related queries communicated to HP If
• Receive compensation applicable)
amount • Parts returned as per the
rules
• Compensation is verified

IMPORTANT: In accordance with HP supply link procedures. Service Partners must initiate a warranty claim prior to
returning defective, DOA, unused, or incorrect parts.

Your Tool Kit for Submitting Claims

• HP CSDP — For submitting claims, reviewing compensation, processing returns, and updating records

6.3.2 Training Resources

For more information, refer to the "Warranty Exchange" and "Labor Only Claim" process sections in the HP CSDP User
Guide.

6.3.3 Operations Support: Submit Claims

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Operations Support for Submitting Claims

• Channel Operations — For HP CSDP issues, KPI exclusions, and resolving compensation issues

6.3.4 Submit Claims for Service Events

After receiving the warranty part, you must submit a claim in HP CSDP for the warranty part order.

IMPORTANT: If the claim is not submitted within the standard time set for your account, any applicable labor will not be
paid. If the part is coded "do not return" and you failed to submit the claim within the standard time set for your
account, you will be invoiced for the full cost of the part(s) and will not receive any labor payment for that particular claim.

IMPORTANT: The claim-submission window (time frame for when the claim must be submitted after receiving the
warranty part) is different for each region/country. Please refer to your Local Appendix for the number of days allotted
to submit claims.

IMPORTANT: Self-maintainers that receive labor do not have to file a claim. Labor will pay automatically after the part
ships.

HP CSDP is your launching pad for ordering spare parts and submitting electronic claims.

To ensure that the correct Learner ID is used in HP CSDP when submitting orders and claims, please follow this rule:
• The technician providing the diagnosis is required to hold the appropriate service qualification, and that technician must
enter their Learner ID in the order form in HP CSDP

Training reference: For more information, refer to the Warranty Exchange order flows in the HP CSDP User Guide.

6.3.4.1 OPTION AND SPARE PART WARRANTY

6.3.4.1.1 WARRANTY PERIOD

• As per the terms and conditions of the sale of options, HP offers a warranty period specific to the option (see the terms
and conditions that are shipped with the option).
• The spare parts warranty is limited to 90 days, starting from the part shipment date. In the case of a repair, the spare part
will assume the remaining warranty period of the product it is replacing, or 90 days, whichever is greater.
• If an optional part is sold as a component of a product, it will follow the product warranty rules, otherwise the part will have
its own warranty terms.

IMPORTANT: This 90-day warranty period is the rule in all countries except where local law stipulates otherwise.

6.3.4.2 BUSINESS AND EXCEPTION RULES

6.3.4.2.1 HP CSDP CLAIMS MUST BE USED FOR ALL WARRANTY CLAIMS

HP expects the Service Partner to provide only valid warranty claims or trade orders via HP CSDP.

6.3.4.2.2 PROVIDE A VALID, GENUINE SERIAL NUMBER

A valid, genuine, and complete product serial number is required as part of the warranty part ordering process.

In the event where no valid, genuine, and complete serial number is quoted, or no proof of purchase is supplied, HP reserves
the right to return the part to the Service Partner. Open a support ticket in CSDP for further support.

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NOTE: The limited warranty does not extend to any product from which the serial number has been removed or damaged.

6.3.4.2.3 CLAIM MUST INCLUDE CUSTOMER DATA

The end user customer name, address, and telephone number (including country and region codes) are all systemic
mandatory fields. The customer email address is an additional field that must be filled-in and submitted in the claim.

All customer fields must be populated. Failure to complete certain fields will result in payments being withheld. Please refer
to the customer satisfaction section for confidentiality disclaimers.

6.3.4.2.4 ONLY GENUINE HP PARTS ON IN-WARRANTY CLAIMS CAN BE RETURNED TO HP

All non-HP parts will be returned to the Service Partner. The Service Partner will not be credited.

6.3.4.2.5 FAILURE, EVENT START, AND EVENT END DATE

The "time to fix" for each service event will be calculated from the data supplied on the service event TAG. This calculation
will count the time and number of business days that elapse between the date when the customer first contacted the
Service Partner about the hardware fault, and the date on which the product was fixed.

To track a printer problem/failure description, it is required that all Service Partners update the "Notes" field within the Claim
tab in CSDP with the following information:
• Printer Error Code: Report standard error code (syntax example: 63.00.40 or 0xC6FDxx33)
• Printer Error Message: Report error message shown on the printer control panel (example: Paper tray 1 overloaded)
• Printer failure symptoms should be specified if a Printer Error Code (or control panel message) is not available (example:
noise, printer does not boot, etc.)

The Printer problem/failure description is required for all warranty and Care Pack claims.

6.3.4.2.6 DEFECTIVE PARTS

Defective parts which are requested to be returned to the Central Warehouse will be repaired or refurbished. Engineers will
check if the return criteria are met. The Service Partner will receive an invoice if the defective part does not meet the
defined requirements.

HP will avoid ship backs to Service Partners as much as possible. Depending on the country, Service Partners will be notified
proactively with exact instructions if the defective part does not meet the return criteria, before the part is physically
returned to the Service Partner.

IMPORTANT: In some countries "ship back avoidance" is implemented. The information about the ship back avoidance
process can be found in the "Ship back avoidance process" section further down in this document. Alternatively, you
can obtain the same information from your HP Partner Services Delivery Manager.

6.3.4.2.7 MULTIPLE CLAIMS REFERENCING ONE SERVICE EVENT

Warranty compensation is payable for each completed in-warranty service event. A service event is defined as service
carried out within a 30-day calendar period, based on the event claim date and a single, identified CPU serial number at a
sold-to level. If two claims are returned referencing the same serial number within 30 calendar days by submit date, HP will
not cover labor for the second event.

6.3.4.2.8 MULTIPLE ONSITE REPAIRS AT THE SAME LOCATION

Service Partners are required to claim only "Onsite" for the first service event in case of multiple repairs at the same
location and on the same day. All other events are to be claimed as "Carry-in" events (where applicable).

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6.3.4.2.9 WARRANTY AND HP CARE PACK EVENTS PERFORMED BY NON-AUTHORIZED SERVICE PARTNERS

Subcontracting is only permitted in accordance with the Services Delivery Program Terms. If resources are not available,
please refer the customer to HP or any other Service Partner in the local area.

IMPORTANT: Service delivery activities may not be subcontracted without first obtaining HP's written consent, which
will be subject to HP's standard subcontracting terms.

6.3.4.2.10 RULES FOR ADP (ACCIDENTAL DAMAGE PROTECTION) HP CARE PACK

Service Partners are not authorized to deliver on ADP Care Packs unless they have been granted an exception and have
received training. Discuss your interest in this with our HP Partner Services Delivery Manager.

When a Service Partner wishes to make a claim against an ADP Care Pack to replace a physically damaged part, they must
complete the notes section of the claim and check the "ADP" box.

6.3.4.2.11 FAILURE CODE

A failure code must be used when submitting claim. Service Partners can refer to the reference guide tables listed below.

PRINT PRODUCTS

Table 11. OS (Print products)

Operation system Definition

Not applicable OS is not needed for printer repairs

Table 12. Observation (Print products)

Observation Definition
Connectivity • LAN
• Wi-Fi
• USB
Control panel Numerical or alphabetical error code
Hardware • Noises
• Power
• Ink/toner cartridge problem
• Ink/toner leak
Other For observations not listed. Provide details in "Notes."
Paper jam • No pick or multi-pick
• Input or output jam
Physical damage • Damage (including liquid spill)
• Scratches
• Rubber feet
• Missing or loose screws
• Fit issue (loose or poor connection between port and peripheral)
Print quality • Missing/wrong color
• Blank lines/streaks

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• Smearing
Scan/Copy/Fax • ADF no pick or multi-pick
• Copy quality (wrong color or lines)
• Fax problems
Software • Drivers
• Software
• Solutions
• Firmware
Supplies • PM (ADF, fuser, ITB) kit needed
• Drum/developer needed
• Ink/toner needed
• ICU/TCU needed

Table 13. Action (Print products)

Action Definition
Align or adjust • Use whenever a mechanical adjustment, alignment, or troubleshooting
was PERFORMED ONSITE without using parts.
• DO NOT use for firmware or software re-configurations. Instead, use
"Software support."
Alternative part(s) replaced Use for product repairs requiring parts replacement, where part(s) were
not acquired through normal GPSC processes (such as purchased stock,
product division provided parts, parts purchased outside HP, etc.)
Component(s) replaced • Use for product repairs requiring parts replacement, as either an
onsite or bench repair service.
• It is very important that this repair class code only be used when
part(s) replacement is occurring, and the part was acquired through
normal GPSC processes.
Incomplete repair • Use when a product problem is recognized but cannot be resolved or
repaired immediately during the current trip.
• Use when repair is not complete, awaiting parts or additional
resources. Use when a second trip is necessary.
• Should NOT be used if an onsite trip was never made to the customer's
site.
No trouble found • Use when the reported problem cannot be duplicated or
demonstrated.
• Product tested via diagnostics or self-tests, but no mechanical
adjustments were made AND no parts were used.
Not defined Use for non-repair activities for which there is no current code or
definition which would apply
Preventative maintenance (PM) Typically used for non-warranty activities to document periodic
maintenance required to keep the product functioning properly.
Examples include cleaning, replacing filters, and lubricating gear
assemblies.
Software support • Use for firmware updates
• Use for HP product software support

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Table 14. Resolution (Print products)

Resolution Definition
Clean Clean or dust the hardware
DOA/post shipment issue • Carrier damage
• Dead on arrival
• Other shipping issues
Hardware adjustment • Reseat or realign a component or connection
• Replace filters,
• Lubricate internal components
Hardware Repair Hardware component is defective or damaged
N/A None of the action taken is listed or applicable
Other For resolution not listed. Provide details in "Notes."
Software (BIOS, firmware, OS, drivers) • System BIOS or firmware for a hardware component was updated to
the latest version
• OS was reinstalled or recovered to the factory image
• Any driver related tasks

COMPUTING PRODUCTS

Table 15. OS (Computing products)

Operation system Definition

Chrome All versions of Chrome OS
Linux All versions of Linux OS
MS Windows All versions of Microsoft OS
Other Any other OS not listed or unknown

Table 16. Observation (Computing products)

Observation Definition
Connectivity • Bluetooth
• LAN
• WLAN
• WWAN
No Power Unit fails to power on or show any signs of life (no beeps or lights)
Operating system Non-performance issues in the OS (such as activation, applications,
features or configuration, installation, or recovery)
Other For observations not listed. Provide details in "Notes."
Performance • Slow/sluggish in OS
• Crash, freeze, BSOD
• Sleep, hibernate, and wake-from-sleep issues

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Peripheral • Dock
• Fingerprint reader
• Keyboard, mouse, touchpad,
• USB devices
• Webcam
• Audio (headphones, microphone/speakers)
Physical damage • Damage (including liquid spill),
• Scratches
• Rubber feet
• Missing or loose screws
• Fit issue (loose or poor connection between port and peripheral)
• Used for authorized ADP repairs by ADP-authorized Service Partners
POST/Boot • Boot to black/blue/white screen
• Boot to error message
• Hang at HP logo
• Beep/blink code
• BIOS issues and configuration
Power supply Power issues other than "no power," such as charging issues, AC
adapter, battery (including swelling), power button, etc.
Storage • HDD or SSD
• M.2
• External storage
• RAID,
• Media card reader
• Optical drive
• Memory
Thermal/heating Issue • Fan, heat, or CPU temperature
• Potential health and safety issue (electrical/smoke/fire/odor)
Video display • Display issues other than physical damage such as backlight, light
leakage, touchscreen, VR, poor quality (bad pixel, blur, color, fade,
flicker, lines, etc.)
• Unit fails to show any video at any point

Table 17. Action (Computing products)

Action Definition
Alternative part(s) replaced Use in product repairs requiring parts replacement, where part(s) were
not acquired through normal GPSC processes (such as customer
purchased stock, product division provided parts, parts purchased
outside HP, etc.).
Component(s) replaced • Use in product repairs requiring parts replacement as either an onsite
or bench repair service.
• It is very important that this repair class code only be used when
part(s) replacement is occurring, and the part was acquired through
normal GPSC processes.
Incomplete repair • Use when a product problem is recognized but cannot be resolved or
repaired immediately during the current trip.
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• Use when repair is not complete, awaiting parts or additional

resources. Use when a second trip is necessary.
• Should NOT be used if an onsite trip was never made to the
customer's site.
No trouble found • Use when the reported problem cannot be duplicated or
demonstrated.
• Product tested via diagnostics or self-tests, but no mechanical
adjustments were made AND no parts were used.
Not defined Used for non-repair activities for which there is no current code or
definition which would apply.
Software support • Use for firmware updates
• Use for HP product software support

Table 18. Resolution (Computing products)

Resolution Definition
DOA/post shipment issue • Carrier damage
• Dead on arrival
• Other shipping issues
Hardware adjustment • Reseat or realign a component or connection
• Replace filters, lubricate internal components
Hardware repair Hardware component is defective or damaged
N/A None of the action taken is listed or applicable
Other For resolution not listed. Provide details in "Notes."
Software (BIOS, firmware, OS, drivers) • System BIOS or firmware for a hardware component was updated to
the latest version
• OS was reinstalled or recovered to the factory image
• Any driver related tasks

6.3.5 Return Parts

6.3.5.1 DEFECTIVE RETURNABLE PARTS

6.3.5.1.1 RETURN WINDOW

Only the parts which are marked as "returnable" need to be returned to HP. Non-returnable parts are not required to be sent
back to HP.

The maximum time to return defective material varies from region to region and also depends on the parts supply model for
that region/country. Please refer to the "Spare parts delivery overview" section further up in this guide for details around the
parts supply model, and refer to your Local Appendix for the specific rules around maximum time to return defective
material for your specific program and country.

6.3.5.1.2 CONDITIONS FOR RETURN PROCESS

Service Partners are required to use the original spare part packaging material for the return shipment of defective parts.

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Appropriate packaging must be used when returning defective parts to reduce the possibility of damage during
transportation. Electrostatic Discharge (ESD) protection is mandatory for parts containing printed circuit boards.

NOTE: All parts returned to HP against an HP CSDP event must have a valid HP return label present within the box. One HP
return label per part is required.

6.3.5.1.3 UNLIKE PARTS RETURNS

When the ordered part and the claimed part are different, HP CSDP checks if the two parts are "functionally equivalent" and
will allow the claim of a different part number only if this functional equivalent check is successful. On the return of the part,
the functional equivalence is checked again to ensure the returned part is a valid alternative to the ordered part.

6.3.5.1.4 RETURN GUIDELINES

Parts returned must have a valid HP return label present within the box. One HP return label per part is required.

6.3.5.2 PROVISION OF FAILURE ANALYSIS INFORMATION

Quality failure analysis information is very important to HP. It allows design improvement and helps with diagnostics in the
repair process, thus enabling quicker repair of parts and improvement in the overall supply chain capability.

IMPORTANT: Failure to comply with this may result in a request for financial compensation from HP.

6.3.5.3 SHIP BACK AVOIDANCE PROCESS

IMPORTANT: In some countries "ship back avoidance" is implemented. Alternatively, you can obtain the same
information from your HP Partner Services Delivery Manager.

6.3.5.3.1 PROCESS DESCRIPTION

The country receiving site will notify the Channel Operations daily and they will start some investigation if the issue can be
clarified without contacting the Service Partner (for example, checking the waybill number, etc.).

If Channel Operations decide that with the given information the ship back is justified, they will notify the Service Partner,
explain the reason for not meeting the criteria, and provide detailed instructions on what the Service Partner needs to do.
The Service Partner is given a limited time frame of five (5) business days to provide feedback to the HP Channel Operations
Team for follow-up, including the ticket number in the subject.

If the country receiving site requests an RMA (e.g. extra parts, outbound part not yet shipped, or customer returned beyond
time allowed), the HP Channel Operations Team can issue the RMA, if approved.

6.3.5.3.2 SHIP BACK OPTIONS

OPTION 1

If the Service Partner gives evidence that the ship back is not valid, HP will refrain from an invoice. If the clarification process
exceeds 30 days, SAP will send out an invoice automatically. In this case, the Service Partner will get a credit note.

OPTION 2

If the Service Partners agree that they have not met the return criteria, they will get an invoice based on the local country list
price. The Service Partner agrees for the part to be processed at the country receiving site, no ship back fee will be raised,
and the case will be closed.

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OPTION 3

If the Service Partners agree that they have not met the return criteria, they will get an invoice based on the local country list
price. The Service Partner requests to get the part back. To compensate parts handling and transportation, a ship back fee
will be charged.

OPTION 4

If the Service Partner doesn't answer, or answers outside the set timeframe, the HP Channel Operations Team will
automatically proceed with Option 2.

NOTE: If the Service Partner returns an extra part, HP will scrap the part without further notification. There will be no option
to return the extra part.

In a Partially Coupled Flow order, the Service Partner will already have been invoiced for the part, so if the part return does
not meet the return criteria, they will not receive a credit.

6.3.5.4 MISS SHIPMENT AND DEAD ON ARRIVAL (DOA)

6.3.5.4.1 DEFINITION

A spare part is recognized as a "Miss shipment" if one of the below issues exists at parts receipt from HP, before repairing a
customer unit:
• Wrong part in box
• Wrong shipment
• Incomplete (excluding expendables, no cable, no pedestal, no screws, etc.)
• Visible physical damage to the parts (non-functional DOA)

In any of the above cases, the Service Partner must contact the HP Channel Operations Team for case investigation and
approval before a new order can be created. When approved, claim the first order and list the part return reason as a "Miss
shipment."

6.3.5.4.2 FUNCTIONAL DOA

A spare part is recognized as dead on arrival (DOA) if a fix issue occurs when repairing the customer unit, or within 72 hours
of use after repair. If the Service Partner has carried out the service and claimed the event, full credit for the DOA event will
be given, and the DOA part will not be taken into account for PpSN calculation.

The Service Partner will have to create a second order and claim the original (first) order with the part return reason listed
as "Dead on Arrival," and then return the DOA part. Defective parts must be returned with the claim on the second order.

When the first order is claimed with the part return reason listed as "Used Part Return," the Service Partner must submit the
second claim with the part return reason listed as "Dead on Arrival" and then raise a ticket with Channel Operations to
request labor payment for the second claim.

6.3.5.4.3 ELECTRONIC DOA — FUNCTIONAL DOA

If the product fails within 72 hours with the same error code, proceed with one of the following actions:
• If the event has NOT already been claimed, the Service Partner will claim the first event with Return Reason Code "DOA"
and send back the defective part with a return label ticket DOA (no need to raise ticket in CSDP). The Service Partner will
place a second event and follow the standard process. If the first event is claimed as DOA, both claims will be paid.
• If the event has been claimed, the Service Partner will place a second event and follow the standard process. The Service
Partner will claim the second event with Return Reason Code "DOA" and send back the defective part with return label

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ticket DOA (no need to raise ticket in CSDP). The payment will not be granted automatically for the second claim. The
Service Partner needs to raise a ticket to request payment.

6.3.5.5 DEFECTIVES FROM TRADE EXCHANGE SERVICE

Where the Service Partner has selected a Trade Exchange service via an HP CSDP trade order, a corresponding defective
part must be returned to HP. Failure to do so will result in a subsequent billing for the "core charge value" of the defective
part as specified by HP.

6.3.5.5.1 MAXIMUM TIME TO RETURN DEFECTIVE MATERIAL AFTER A TRADE EXCHANGE SHIPMENT

Please refer to your Program Guide and/or Local Appendix for the number of days in which defective parts need to be
returned in order to avoid non-return billing.

6.3.5.5.2 CONDITIONS FOR RETURN PROCESS

Parts shipped under the Trade Exchange process will include an A4 printed return document. This document should be used
in the return of the defective part. It should be securely fastened to the outside of the return box or inserted inside the box.

Please note that the A4 printed return document is not considered as a return label in the PUDO locations. If the part arrives
without the return labels, please contact your HP Partner Services Delivery Manager. If the correct label is not included, the
PUDO can reject the box and, in case it is accepted by the PUDO, the return of the part is not properly reflected in HP
systems, and an automatic invoice will be sent.

Service Partners are required to use the original spare part packaging material for the return shipment of defective parts.

Appropriate packaging must be used when returning defective parts to reduce the possibility of damage during
transportation. Electrostatic Discharges (ESD) protection is mandatory for parts containing printed circuit boards.

6.3.5.5.3 UNLIKE PARTS RETURNS

HP will perform a check on the returned defective part to ensure it is the same part as shipped to the Service Partner under
the Trade Exchange service, or that the part is functionally equivalent. HP reserves the right to determine functional
equivalence based on accepted manufacturing definitions.

6.3.5.5.4 RETURN GUIDELINES

Parts returned under the Trade Exchange service must have a valid returns document attached securely to the box.

This is a mandatory requirement and a returns document is required for each part. Parts received with no returns document
will be returned to the Service Partner and a standard ship back fee will be incurred.

6.3.5.5.5 RETURN OF UNUSED PARTS

Warranty: HP will only accept return of unused parts where they have been ordered for a defined customer event and are
subsequently unused because the Service Partner, upon inspecting the customer's product, was able to resolve the
customer issue without the use of the part. No event payments will be applicable for such events. If the resolution of the
customer's issue was compliant with the terms of the labor-only program (not applicable for all partner programs, only
where labor payments are part of the compensation program), the Service Partner may complete such a claim to receive
payment.

Trade: A Service Partner may not return unused parts which were ordered within a HP CSDP trade order. Any requests
should be sent to your HP Partner Services Delivery Manager.

Parts are considered unused if the box has not been opened, or if the box has been opened but the ESD bag has not been
opened.
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If the spare has been removed from the ESD bag, then it must be labelled as BAD on the return label.

6.3.6 Receive Service Delivery Compensation

6.3.6.1 PAYMENT MODEL

The Service Delivery compensation is based on two elements, as follows:

• Base payment
• Delivery Performance Incentive Program (where applicable)

The base payment is the base labor compensation for in-warranty/Care Pack/contract events.

The Delivery Performance Incentive is a percent uplift of the base payment. HP calculates the uplift at the end of every
quarter and is based on the Service Partner's performance on delivery activity over the last three months. This exercise
turns into a percentage value that will be uploaded to HP CSDP to be used as an uplift on labor paid on activity for the
following quarter.

IMPORTANT: The payment model and labor reimbursement depend on the delivery program. Please check your
Program Guide or check with your local HP Partner Services Delivery Manager to understand the payment model and
labor reimbursement that is applicable to you.

6.3.6.2 WARRANTY SCENARIOS

HP compensates for a Service Partner's repair or replacement of an HP machine if the following conditions are met:
• The product belongs to a product line included in the Service Partner's program and to a product category that the
Service Partner's company is allowed to repair (refer to the exhibit of your contract)
• The intervention is performed by an HP service-qualified technician
• The machine is under HP warranty/HP Care Pack/HP service contract
• The intervention may be an onsite or bench repair
• If a service note is applicable, the Service Partner must specify the reference number on the warranty order
• It is not a re-repair event within a 30 calendar-day window from the first repair event
• The Service Partner is responsible for submitting claims within 20 days to ensure that payments are made and to avoid a
part invoice

NOTE: HP will issue a service advisory in case of exceptionally high failure rates or malfunctions of its products or parts.
Service advisories can be retrieved in HP CSDP. Service Partners are asked to carefully read and follow the instructions.
Some service advisories might require a special process, for example, bypassing HP CSDP or extending the warranty period
if the unit is already out of warranty.

NOTE: HP will only accept warranty claims issued by Service Partners who hold the appropriate accreditation level. All parts
returned to HP for credit require a service tag containing all relevant service information.

NOTE: Many products are sold with a standard warranty offering (please refer to the Warranty Guide for HP products). The
warranty guide can be found in HP CSDP in the "Knowledge and training" and "WISE" sections.

6.3.6.3 WARRANTY EXCLUSIONS

HP does not compensate repairs in the following situations, which are excluded from warranty:
• Preventive maintenance
• Printer or printhead failures or damages resulting from use of a non-HP or refilled cartridge

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• Messaged long-life consumables (LLC), or messaged preventative maintenance kits, as seen on the product control panel.
When these products are "low" or "out," it is the customer's responsibility to replace the long-life consumable part at their
costs.
• Failures resulting from customer-induced damage (except when covered by an ADP Care Pack). The Service Partner must
be authorized to perform ADP repairs.
• Visible abuse or misuse
• Failures resulting from shipping damage or improper storage
• Use of the product in an unsupported configuration or problems resulting from customer's own software
• Use of unsupported media
• Use of non-HP parts
• Products for which normal maintenance or cleaning procedures have not been followed
• Products not used within specified operating requirements
• Products that have been refurbished or have had hardware changes without HP authorization
• Reconfiguring software
• Consumable items such as media
• BIOS flashes and driver updates
• Network troubleshooting

HP reserves the right to reject warranty claims involving grey products, which are products imported into the relevant
territory without HP's consent. Please refer to the HP Limited Warranty Statement found at the bottom of the hp.com
website for complete details on limited warranty rules.

NOTE: Special for IPG on PL 9C, AK, C5, PQ, ST: Certain printer products may display a specific error code that, based upon
page count, preventive maintenance is required. In this situation, the service activity is not classified as a repair and, must
not be claimed as such, unless the unit is covered by an HP Service Contract entitling it to service, an HP Care Pack including
the preventive maintenance, or preventive maintenance on Care Pack for Edgeline products (PL 9C). The orders for
maintenance kits, excluding parts warranty and all these exceptions (contract, Care Pack, PL 9C Care Pack), need to be
placed in HP CSDP as a trade order.

NOTE: For products requiring preventive maintenance, please refer to the product service manual for further information. A
maintenance kit is a consumable item and is not covered under the original product warranty, nor under most extended
warranties.

6.3.6.4 LABOR REIMBURSEMENT PROCESS

The labor reimbursement is treated as a payable for HP, not as a receivable. This means that for all labor-related activities, a
Service Partner must invoice HP for the services provided, and in turn HP will owe the money to the Service Partner.

Two main supporting processes have been designed which are dependent upon the country and local VAT and TAX
authority regulations and whether the Service Partner has agreed to the self-billing process with HP during the onboarding
phase.

IMPORTANT: All Service Partner technicians are mandated to hold the appropriate service qualifications for the
products they support. HP CSDP will perform a full and automatic service qualification compliance check which
consists of checking the Service Partner's current qualifications against the required service qualification for each product
being serviced. HP CSDP events that are not delivered by a properly trained engineer will not receive any labor
reimbursement from HP. Your HP Partner Services Delivery Manager will closely monitor this activity and will support you by
helping to determine the right solution for such events.

NOTE: A manual variant of the non-self billing process is applicable in some countries.

6.3.6.5 SELF-BILLING

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In some countries, Service Partners are setup for automated self-billing during the onboarding process.
• On a regular basis, HP will batch events per Service Partner and process them for payment. Each event and labor item will
appear as separate lines on the invoice document.
• A hard copy fiscal invoice document is printed and issued to the Service Partners according to regional and country-
specific legal/tax obligations.
Where applicable, HP will send the invoice documents electronically. It is the Service Partner's responsibility to provide an
updated email address. If there are changes, please notify the HP Channel Operations Team immediately.
• The payment to the Service Partner is issued via a bank transfer or paper check.

NOTE: Local payment terms are applied for the invoice.

IMPORTANT: The batch/billing number will appear in the reference field on the invoice and on the remittance advice.

IMPORTANT: The data will be consolidated into one invoice document per Service Partner depending on HP's invoice
cycle (daily, weekly, or monthly).

6.3.6.6 NON SELF-BILLING

In some countries, due to local VAT and TAX regulations, it is not possible for HP to self-invoice. Service Partners may opt out
of the self-billing process.

In these cases, a Service Partner will need to invoice HP using the following guidelines:
• A purchase order for a periodic batch of events is created per Service Partner, and a unique batch/purchase order
number is assigned and created in HP CSDP.
• The Service Partner sends the invoice to HP for payment. The purchase order number must be quoted on the invoice as a
single order number for each invoice. The invoice amount net of VAT must relate to the HP CSDP value. Failure to do this
will result in rejection and return to the Service Partner requesting submission of a new invoice.
• The payment to the Service Partner is done by bank transfer accompanied by a remittance advice.

IMPORTANT: Any discrepancies between the HP CSDP data and Service Partner invoice will result in automatic
rejection of the invoice and the Service Partner will need to re-invoice appropriately.

NOTE: Local payment terms are applied for the purchase order number generated by HP CSDP, on behalf of the Service
Partner.

The Service Partner must send their invoice to HP, as specified, within 30 calendar days from the PO notification date.
Invoices received after 30 days may be rejected and returned to the Service Partner.

NOTE: The batch/billing number will appear in the reference field on the invoice and on the remittance advice.

6.3.6.7 NON-SELF BILLING (MANUAL PROCESS)

The manual process does not apply to all countries. Please check with your HP Partner Services Delivery Manager for more
details on this process for your country.
• The Service Partner continues to open and claim events in HP CSDP.
• The HP Channel Operations Team retrieves a detailed HP CSDP report per Service Partner showing all claimed events and
labor due.
• The HP Channel Operations Team raises a purchase order for the appropriate value.
• A copy of the summarized purchase order is emailed to the Service Partner.
• The Service Partner raises a corresponding invoice for 1-line item, plus the VAT amount. The invoice amount net of VAT
must relate to the HP CSDP value. Failure to do this will result in rejection and return to the Service Partner requesting
submission of a new invoice.

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• The Service Partner sends the invoice to HP for payment.

• The payment to the Service Partner is done by bank transfer accompanied by a remittance advice.
• The Service Partners must send their invoice to HP as specified within 30 calendar days from the PO notification date.
Invoices received after 30 days may be rejected and returned to the Service Partner.

IMPORTANT: Local payment terms are applied. Local vendor payment terms are applied for the purchase order
number generated by HP CSDP, on behalf of the Service Partners.

NOTE: The batch/billing number will appear in the reference field on the invoice and on the remittance advice.

IMPORTANT: Any discrepancies between the HP CSDP data and a Service Partner invoice will result in automatic
rejection of the invoice and the Service Partner will need to re-invoice appropriately.

IMPORTANT: The payments are consolidated on a monthly basis, not on a per event basis.

6.3.6.8 CONTACT FOR ENQUIRIES RELATED TO LABOR PAYMENTS AND LANDED COST

The contact for any inquiries related to the labor payment process (delayed payments, wrong rate on HP CSDP, rejected
invoices) is the HP Channel Operations Team or HP Partner Services Delivery Manager.

IMPORTANT: Service Partners are advised to address pure payment status requests via Service Central; select
Accounting Services, Accounts Payable, and Invoice Status. Provide the invoice number, invoice date, and if available,
the transaction reference for quick resolution. Issues with the HP CSDP labor process or discrepancies within the payment
process should be raised via Channel Operations. Channel Operations will liaise with the appropriate HP departments to
drive resolution and will provide feedback.

Any queries related to labor invoices must be addressed within three months of the PO notification date, or within three
months of the claim date, whatever occurs later.

Failure to follow these instructions will lead to the loss of any applicable compensation payments.

For countries in which electronic invoicing is enabled, the Service Partner must use the OB10/Tungsten Network to send
HP invoices (non-self-billing Invoices) electronically. Exceptions will be approved on a case by case decision.

Depending on the country, the Service Partner acts as Importer of Records (IOR) and will receive a compensation called
"Landed Cost" to cover tax, customs, and duty. Based on an average at cost model, the Landed Cost compensation will only
take into account the claimed warranty events.

6.3.6.9 VENDOR ACCOUNT

The labor payment model described in this section requires HP to set-up a "vendor" account for the Service Partner, and to
record all monies paid on the vendor account as accounts payable from HP to the Service Partner. The creation and
maintenance of the vendor accounts will be handled by HP.

The Service Partner is required to provide mandatory information which HP will use for the creation of the vendor account.
This information may differ between countries, but is typically bank details (such as account number, SWIFT code, IBAN, etc.)
and name and address information. The Service Partner is required to notify HP whenever details of the labor payment
vendor account change (e.g. official company name change, change of address, and change of bank or bank account
number). Failure to notify HP of such changes may result in delayed and/or missed labor payments.

6.3.6.10 COMPENSATION PAYMENT QUERY PROCEDURE

If the Service Partner has any query relating to parts credits or labor compensation, they must follow the guidelines outlined
below.
• Any queries related to credit memo must be addressed within three months of the relevant credit memo date.

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• Any queries related to labor compensation must be addressed within three months of the PO notification date, or within
three months of the claim date, whatever occurs later.
• The Service Partner will use HP CSDP for reference, and verify (in the relevant HP CSDP screens) the justification of the
query. The information will be forwarded to their Channel Operations contact.
• If this information is insufficient and there are still open queries, the Service Partner will indicate on the credit
memo/invoice the payment(s) that are being queried. A fully documented explanation of the type and reason of the query
will also be provided to their Channel Operations contact.
• The Service Partner will provide copies of all necessary documentation that substantiates the queried compensation
claim, including a TAG print out, proof of delivery (PoD) signed by the HP courier (including the relevant Waybill number),
proof of eventual purchase, etc.
• HP will only accept a proof of delivery if a delivery note/manifest is provided with the shipment. The proof of delivery must
carry a delivery note/manifest reference so that the delivery note, and proof of delivery, can be linked to each other. A
delivery note/manifest is a list that details the exact contents of shipment. An example of the information required is
outlined in the table below.

Table 19. Information required for proof of delivery

Tag Number Quantity Part Number Description

7000924833 1 166050-101 PROCESSOR BOARD
7000924123 1 247411-0001 HARD DISC DRIVE

NOTE: Since monitors are routed to a different address than other spares, a separate manifest is provided for monitors
only. Monitors and other spares should not be mixed on the same manifest.

It is HP's aim to compensate Service Partners timely and efficiently for warranty services carried out on behalf of HP.
However, successful query claims will be limited to the maximum of the relevant valid service event compensation. Claims
for interest, or any other compensation or damages, will not be considered under any circumstances.

HP will examine all valid queries and HP's determination and decision on the validity of disposition of each individual query
will be final.

Where HP determines that warranty compensation payments made to the Service Partner do not correspond to warranty
payments actually due to the Service Partner, HP will either invoice amounts paid in excess, or credit amounts owed to
Service Partner.

NOTE: Failure to follow the procedures detailed within this section may result in delay or loss of any applicable
compensation payments.

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7 Deliver Fixed Care Pack Services

7.1 LOGISTICS
7.1.1 Rules for Post-Warranty HP Care Pack
The purchase and registration of a post-warranty HP Care Pack service should occur no earlier than the last 90 days of the
existing coverage period, and no later than 30 days after the existing coverage period has expired. Support required outside
these periods may be purchased via standard contractual support.

For each post-warranty HP Care Pack claim that is not fully compliant with the above record requirements or with the
warranty claim entitlement, as determined by HP during any assessment and audit, HP reserves the right to ask the Service
Partner for the payment of an admin fee, plus full (or partial) reimbursement of the following costs: labor base payment,
bonuses, and service parts. Service parts will be charged at list price at the date of order, minus applicable discounts to the
Service Partner. Other remedies available to HP under the applicable agreement are reserved.

7.2 (COMPREHENSIVE) DISK MEDIA RETENTION (C)DMR

CARE PACK INTRODUCTION FOR COMMERCIAL
NOTEBOOKS, DESKTOPS, AND WORKSTATIONS
CDMR/DMR services are designed to help you address your requirements to protect data privacy and security for your
customers. With this service, if a covered device requires replacement parts, you will be able to retain eligible defective
components like hard disc drives, memory, etc. HP does not expect the defective part to be returned to HP. HP has set up a
special process to prevent an invoice from being produced.

Service Partners are asked to follow these steps. For more detailed information, please consult the HP CSDP Training Guide.

The Service Partner needs to add in the "Notes" field, the part number and the serial number (pnXXXXX, snXXXXX) of the
defective part to enable HP to track and adjust stock level.

The format to be entered must be as follows:

• Part number of the defective HDD: pnXXXXX
• Serial number of the defective HDD: snXXXXX

Without this information, HP may reject the request from the Service Partner and reserves the right to invoice Service
Partners for the non-returned part.

A (C)DMR service obligation can be identified via the HP CSDP entitlement check.

7.3 HP DISK SANITIZATION DRAWER STATEMENT FOR

PRODUCT REPAIR
Protecting and safeguarding data is a very serious concern to our customers. In particular, HP fully understands that
customers are concerned about the confidentiality of data on returned data storage devices, or on customers' units sent to
HP for repair.

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HP advises customers to secure or remove any data stored on a device before returning it to HP. Customers with
heightened data security or privacy concerns should retain their defective storage media. Customers should not disable the
storage media (e.g. degaussing, drilling, crushing, defacing, etc.) before returning them to HP as this will invalidate any
warranty.

HP cannot guarantee that data storage devices sent to HP for repair will be returned to their owners intact or that data on
those devices is not recoverable or cannot be reconstituted by a non-authorized person, even after following the HP supply
chain processes as described below.

HP's approach to the handling of data storage devices returned to HP is as follows:

• Return them to their owner, or
• Sanitize the device in preparation for reuse, or
• Scrap the unit using physical destruction

HP has deployed processes throughout our supply chain to operationalize this approach. Disk sanitization methods vary,
but, in practice, equate to a single pass data overwrite of the user accessible fields. Despite these efforts, it is important for
customers to recognize that sophisticated data recovery techniques can still make customer's confidential data vulnerable
to disclosure.

NOTE: Customers who are interested in retaining their disk storage media may consider purchasing HP's Defective Media
Retention (DMR) Care Pack Services, in addition to the release of HP Data Privacy Services. This includes HP Data
Sanitization and HP Onsite Media Sanitization which is a response to customers' needs or is a trusted solution to eliminate
data safely and securely from hard disk media. This will meet data handling compliance regulations (i.e. HIPAA) or will simply
eliminate a data risk breach from failed loose hard drives that were no longer in use.

7.4 MALWARE
Service Partners are obliged to regularly check their own hardware for malware, including viruses, to avoid infection of a
customer machine.

The Service Partner shall keep malware protection services current and regularly updated on the Service Partner's own
hardware, and shall update software and browsers with the latest security patches.

IMPORTANT: Customer data shall NOT be accessed/transferred/maintained on partner hardware unless appropriate
agreements are in place between the customer and the Service Partner.

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8 Key Performance Indicators

Enabled by the Services Specialization, Service Partners can offer an end-to-end service solution — with HP back-up and
promotion. HP expects in return a better positioning of the HP services offerings in the market and higher revenue with HP
Services, as well as an improved customer experience.

This chapter is intended to clearly define the key performance indicators (KPI's) that HP uses to monitor Service Partner
performance.

HP uses information populated in HP CSDP by the Service Partner to calculate key performance indicators:
• Parts per serial number (PpSN)
• First time fix (FTF)
• Turnaround time (TAT)
• Support Net Promoter Score (sNPS)
• No material used (NMU)
• Valid SQ compliancy %

Not meeting the KPI requirements may have impact on the ease of conducting business between HP and your company.

IMPORTANT: This section defines common KPIs for understanding purpose. Please refer to your Program Guide for
region-specific KPIs and their calculations as applicable to you.

In case of assessment or audit, additional metrics related to compliance could be used to measure/review the Service
Partner's performance for a period of up to three (3) years.

8.1 PPSN METRIC DEFINITION

Parts per serial number (PpSN) is the count of all used and unused parts on warranty orders submitted by a Service Partner
in a given month (for submitted claims) divided by the count of all unique serial numbers claimed for this period on submitted
warranty claims.

In the CSDP claim, the Service Partner declares the status of parts after repair using one of the following return reasons:
• Dead on arrival: Parts will not be counted in PpSN
• Unused parts return: Parts will be counted in PpSN
• Used parts return: Parts will be counted in PpSN

In case of two (2) parts ordered, the first one with Return Reason Code "Used parts return" and the second one "DOA," one
serial number and only the part with return reason code "Used parts return" will be counted in PpSN.

8.1.1 PpSN Calculation

∑(𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈 + 𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈 𝑝𝑝𝑝𝑝𝑝𝑝𝑝𝑝𝑝𝑝)𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ
𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ =
∑ 𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈 𝑆𝑆𝑆𝑆𝑆𝑆𝑆𝑆𝑆𝑆𝑆𝑆 𝑁𝑁𝑁𝑁𝑁𝑁𝑁𝑁𝑁𝑁𝑁𝑁𝑀𝑀𝑀𝑀𝑀𝑀𝑡𝑡ℎ

As a summary, the below cases are excluded for PpSN calculation:

• DOA: The event will be excluded because of the event status

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• Other events approved for the event exclusion process (See the "Event Exclusions" section (in chapter 8 of this guide) for
more details).
• Labor-only claim
• Cancelled and blocked parts
• ADP is also not counted for PpSN calculations.

IMPORTANT: HP will monitor the percent of DOA parts declared by the Service Partner and ask for an explanation if the
DOA percent is above 5%. HP reserves the right not to pay the delivery performance incentive (where applicable) if the
DOA percent is above 5% without appropriate explanation from the Service Partner.

8.2 FTF METRIC DEFINITION

First time fix (FTF) is computed as follows. Each event submitted will be allocated an FTF flag. This flag will be an "N" for New,
"D" for Duplicate, or "R" for Repeat.

For Fully Coupled Flow, when an event is submitted, the system will check the creation date of the event and then check all
events created in the 30 days prior to this date to see if the same serial number was serviced by the same Service Partner.
If no match is found, then the flag is set to "N." If an event is found, but the creation date is the same as the initial event, then
the flag will be set to "D." If an event is found with a different creation date, but still inside the 30 days, then the flag is set to
"R" (see example below).

8.2.1 FTF Calculation

∑(𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷 + 𝑁𝑁𝑁𝑁𝑁𝑁)𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ
𝐹𝐹𝐹𝐹𝐹𝐹𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ =
∑(𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷 + 𝑁𝑁𝑁𝑁𝑁𝑁 + 𝑅𝑅𝑅𝑅𝑅𝑅𝑅𝑅𝑅𝑅𝑅𝑅)𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ

Table 20. Example of FTF flag

Partner Event # Product Serial # Spare Part # FTF Date FTF Flag Excluded
Partner1 1 ABCDEF 12345-678 1 Oct N No
Partner1 2 ABCDEF 98765-432 1 Oct D Yes
Partner1 3 XYZ 98765-432 1 Oct N No
Partner1 4 OPQRS 12345-678 15 Sept N No
Partner1 5 OPQRS 98765-432 1 Oct R No

8.3 TAT METRIC DEFINITION

Turnaround time (TAT) measures the time taken to fix a hardware fault compared to TAT service level.

TAT is calculated at event level as the difference between the start day of repair and the day when the repair has been fixed,
excluding non-working days (weekends and bank holidays) valid for a relevant country.

8.3.1 Time Stamp Definition in HP CSDP

The “Failure Reported, Event Start, Scheduled Event Start, Event End Date definition per business scenario” table below
describes the definitions of the date fields used for the computation of TAT for different business scenarios.
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The CSDP Event Start Date is considered the start day of repair, and the CSDP Event End Date is considered the fix day of
repair.

The start day of repair can be postponed upon an explicit wish of the end customer, and only in cases of onsite repair with a
non-CSR part or with a CSR non-drop ship part. The start day of repair is then considered the CSDP Schedule Event Start
Date.

Service Partners must enter the time for the Failure Reported Date, Event Start Date, Schedule Event Start Date, and Event
End Date, but only the days are considered in the TAT calculation.

The repair is considered postponed if the Scheduled Event Start Date differs from the Event Start Date for onsite repair with
a non-CSR part or a CSR non-drop ship part.

The Failure Reported Date and Event Start Date of the first CSDP event will be used in case of creation of a second event for
re-repair within 30 calendar days for the same failure, or for multiple parts orders for the same repair.

Table 21. Failure Reported, Event Start, Scheduled Event Start, Event End Date definition per business
scenario

Business General tab Claim tab

scenario Failure Reported Event Start Date Scheduled Event Start Event End Date
Date Date
Onsite response Date when the Equal to the Failure The final repair date Date when the
customer contacts the Reported Date, as the agreed with the customer unit was
partner via phone, mail, partner is expected to start customers if they fixed
or visit working on the case on the requested to delay the
Failure Reported Date onsite repair date (time
optional)
Carry-in Date when the Equal to Failure Reported Use of Scheduled Date is Date when the unit
defective unit arrives Date, as the partner is not required for carry in as is ready for
at partner's repair expected to start working the defective unit is collection by the
facility (courier or on the case on the Failure available at partner's customer at
customer carry in) Reported Date repair facility partner's repair
facility
CSR — Drop ship Date when the Equal to Failure Reported Use of Scheduled Date is Date when the part
activated in HP customer contacts the Date, as the partner is not required for CSR as was ordered
CSDP/country partner via phone, mail, expected to start working the solution is part
or visit on the case on the Failure shipment to the
Reported Date customer's address
CSR — No drop ship Date when the Equal to Failure Reported Use of schedule date is Date when the
activated in HP customer contacts the Date, as the partner is not required for CSR when partner delivers the
CSDP/country partner via phone, mail, expected to start working the solution is a part part to the
or visit on the case on the Failure shipment to the customer
Reported Date customer's address.
Scheduled Date can only
be used when the solution
is an onsite event with a
CSR part.

8.3.2 TAT Calculation

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Only events closed by the Service Partner (events with the status “Claim Submitted/Complete”) within a given month, based
on the Claim submitted date, are taken into account for the TAT calculation.

The TAT MET or TAT NOT MET flag is allocated to each event submitted within a given calendar month. The TAT MET flag is
allocated to the event if the intervention is made on time, otherwise the flag is TAT NOT MET.

TAT % metric is then a count of each TAT MET flag divided by the total count of events submitted in the given month (by
Claim date).

∑ 𝑇𝑇𝑇𝑇𝑇𝑇 𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ
𝑇𝑇𝑇𝑇𝑇𝑇𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ =
∑ 𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇 𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶 𝑜𝑜𝑜𝑜 𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ

8.3.2.1 TAT MET AND TAT NOT MET FLAG CALCULATION

The TAT MET and TAT NOT MET flags are used to indicate if the TAT has been achieved for the relevant TAT Service Level
for each event.

TAT days is calculated at event level as the difference between Event Start Date and Event End Date, excluding weekends
and bank holidays valid for the relevant country. In case of a postponed repair, it is calculated as the difference between the
Schedule Event Start Date and Event End Date. Time of day is not used in the calculation.

The result is called TAT days (refer to the table below) and it is compared to TAT Service Level (see the section below the
table for more details). The Event Start Date, or the Schedule Event Start Date in case of a postponed repair, is considered
Day 0.
• The TAT MET flag is assigned to an event if the result (TAT days) is less than or equal to the TAT Service Level.
• The TAT NOT MET flag is assigned to an event if the result is greater than the TAT Service Level.

Figure 6. TAT Days Count

8.3.2.2 TAT SERVICE LEVEL

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TAT Service Level is defined based on Entitlement “Service Level” (view the Entitlement button on the General tab)
associated with a serial number, HP Care Pack and/or contract number of the repaired unit.

The most common TAT service levels are as follows:

• TAT Service Level Three Business Day (3BD) = CSDP Entitlement Service Level NBD, NCD, 48HR, SBD, 4HRS, 2BD, 2CD,
3CD, NPLT, SPDT
• TAT Service Level 10BD = CSDP Entitlement Service Level 5BD and 10BD

These service levels may be reviewed annually, and are valid for a whole fiscal year. Please review your Local Appendix for
the TAT Service Levels that are valid for your country.

8.4 NMU METRIC DEFINITION

No materials used (NMU) is the percentage of events which are labor only (no part ordered).

∑ 𝐿𝐿𝐿𝐿𝐿𝐿𝐿𝐿𝐿𝐿 𝑂𝑂𝑂𝑂𝑂𝑂𝑂𝑂 𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ

𝑁𝑁𝑁𝑁𝑁𝑁𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ =
∑ 𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇 𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶 𝑜𝑜𝑜𝑜 𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ

8.5 SNPS METRIC DEFINITION

The question about how the Customer Satisfaction performance and associated bonus is currently calculated is the
support Net Promoter Score (sNPS) or “Likelihood to recommend” question. Other questions provide an indication of why
the customer gave the score that they did for this question.

𝑠𝑠𝑠𝑠𝑠𝑠𝑠𝑠𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄 = % 𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃 − % 𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷

IMPORTANT: The exact "sNPS" question wording is "Based on your recent support experience, how likely would you be
to recommend HP to a friend, family member, or colleague?"

This question is based on an 11-point scale from 0 to 10, with 0 being "Not at all likely" and 10 being "Extremely likely." Refer to
the “sNPS Calculation” section (in chapter 10 of this guide) for more details.

8.6 SERVICE QUALIFICATION (SQ) COMPLIANCY METRIC

DEFINITION
Service qualification (SQ) compliancy measures whether a repair was done by a qualified technician.

SQ compliancy is calculated for warranty and labor claims created by a Service Partner within a reporting (calendar) month
when the qualified technician is a mandatory field to be entered in the CSDP order and/or claim form. A valid case flag is
allocated to a claim if a qualified technician is entered in the CSDP order and/or claim form and accepted as the qualified
technician by CSDP.

∑ 𝑉𝑉𝑉𝑉𝑉𝑉𝑉𝑉𝑉𝑉 𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ
𝑆𝑆𝑆𝑆𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ =
∑ 𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇𝑇 𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶𝐶 𝑜𝑜𝑜𝑜 𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝐸𝑀𝑀𝑀𝑀𝑀𝑀𝑀𝑀ℎ

8.7 EVENT EXCLUSION FROM KPI

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On a monthly basis, HP will provide the Service Partner a scorecard as a reference to manage his operational performance.
Due to some business reasons, HP will exclude events either automatically or on the Service Partner's request to keep the
partner's performance metrics as accurate as possible.

IMPORTANT: Event exclusion rules are region and country specific. Please refer to your Program Guide and contact
your HP Partner Services Delivery Manager to clarify the rules applicable to your region or country.

NOTE: HP will not exclude events from a specific metric. If an event is excluded, it will not be considered in the scorecard in
total. The Service Partner's scorecard is closed on the first day of each month and HP will not accept exclusions or
corrections of the scorecard after that date.

8.7.1 Business Exclusions

The business units listed in the table below are excluded from the default view in the channel.

Table 22. Business Exclusions

Excluded delivery track Related HW product lines

3D VI — 3D Production HW
Consumer Computing 2G — Volume Displays
4T — Consumer Tablets
6J — Volume Desktops
7S — Premium Notebooks
9G — Volume Notebook Accessories
KV — Volume Notebooks
Consumer Printing 2B — Consumer Mono Laser
2N — Deskjet
2Q — Consumer AIO Mono Lasers
5M — Photosmart
K5 — Consumer AIO Color Laser
KP — Consumer Scanners
SB — Consumer Color Laser
4H — Home Officejet
7T — OJ Pro Printers
DU — OJ Printers
1D — SF and MF ULE
GC — CISS
Graphics (Scitex/Latex) GE — HP PageWide XL printers
TW — Large Format Production
DA — Large Format Industrial
S-Print E000 — A4 Value HW
E400 — A4 Volume HW
GW00 — OEM HW
ED00 — A3 HW
F700 — Accessories
E500 — A4 Supplies
GY00 — OEM Supplies
EO00 — A3 Supplies
F800 — Simpress

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FO00 — Simpress Services

GZ00 — PrinterOn
GX00 — OEM A3 HW
G000 — OEM A3 Supplies
F200 — Non-PrinterOn Solutions
F400 — Replacement Parts
HF00 — Long Life Consumables
EE00 — A3 Low

8.7.2 Event Exclusions

The table below defines the accepted exclusions based on the event level and the respective process to be applied.

8.7.3 Ad-hoc Event Exclusions

Table 23. Events excluded from KPI reporting

Exclusion Reason Yes/ No Exclusion Mode Process Remark Labor Remark

Paid
Accidental Yes Automatically The partner sets HP considers the fact Yes Standard
Damage excluded by HP; flag in HP CSDP. that ADP events require payment flow
Protection (ADP) no ticket required Enter “ADP” in the a higher part demand
Notes field. than a standard event –
HP CSDP Notes field.
Service Advisory Yes Automatically The partner needs If the SA# is not entered Yes Standard
(SA) excluded by HP; to enter “SA# “in in the CSDP Notes field, payment flow
no ticket required the Notes field. the partner can raise a
CSDP ticket to Channel
Operations to request
the exclusion. This would
only be possible in the
active reporting month.
Double order in Yes The partner HP will provide a Channel Operations to No Standard
CSDP (technical needs to raise a solution. check the duplication payment flow
problem) ticket to Channel (same event # or same (for 1 event
Operations asking HP order#) only)
to set the
exclusion
Extra tools being Yes Automatically The partner should HP recommends special Yes Standard
advised by HP to excluded by HP; place one event for parts for specific payment flow
enable (or simplify) no ticket required the extra tools and products to better enable (for 1 event
the repair but not another one for the the repair. only)
directly related to regular spare parts These tools need to be
the part to be needed, and should ordered as separate
replaced claim both events parts and would
together. influence the partner’s
performance negatively.
For example —

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• 1 - 714222-001 Service
Tool for Elitepad 900,
• 2 - 708621-001 Docking
Station for Elitepad
900,
• 3 - CN598-67056
OfficeJet Pro Special
Tool

NOTE: Channel
Operations screen for
these parts and will
exclude them
automatically.
DOA part Yes The partner No1 Beside the
needs to raise a Yes2 automatic
ticket to Channel exclusion for
Operations asking PpSN, the
for KPI exclusion partner can
raise a ticket
and request
to exclude the
event from
the other non-
payment
relevant
metrics
1
Non-functional DOA
2
Functional DOA

Unless an event gets excluded automatically, the Service Partner needs to raise a ticket to Channel Operations within five
business days from claim submission, or before the end of calendar month, whichever occurs first. The event will not be
excluded from the customer survey (sNPS program) for which different exclusion rules are applied.

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9 Overall Activity Monitoring

9.1 PARTNER MONITORING
9.1.1 Records
The Service Partner must maintain proper records of the repairs performed on HP products. For each CSDP service event
(order and claim submission), the Service Partner must register one event in their tracking system and have one proof of
repair (paper or electronic). Such records must be accurate (see the "Data accuracy" section in this chapter for more
details) and include, at a minimum, the information listed below in the required format for each HP product/service repaired
or installed.

PARTNER SYSTEM

• HP CSDP order, claim, and ticket number (where applicable)

• Failure Date and Event Start Date
• Date of repair (Event End Date) or order
• Date of delivery to the customer
• Customer name (company or individual as appropriate; First Name and Last Name in case of individual), customer contact
First Name and Last Name (if the customer is a company), customer address, customer telephone number, and customer
email address
• Product and serial number of end-user defective HP products
• Product failure description
• Repair description
• Service Partner name and Learner ID
• Service parts number(s) and quantity used for the repair
• Service delivery method

ADDITIONAL DOCUMENTATION

• Defective return service part documents (no-charge invoices, manifests, and packing lists)
• Written communications exchange with HP, service notes, and associated documents in case of:
• Escalation to HP
• Unusual number of repairs for a specific product
• Printed copy of HP online information service or customer proof of purchase (POP) information (for warranty repairs)
• Printed copy of the Config base printed before the repair of a printer
• Printed copy of the event log printed before the repair of a printer
• HP Partner Services Delivery Manager's written authorization for whole unit order
• Printed name and dated signature of the customer and the Service Partner for applicable service delivery method. If the
unit was shipped to the customer, the Service Partner is expected to provide the record from the carrier, confirming the
delivery to the customer.

The Service Partner must keep those records for a period specified in the Program Guide.

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HP may ask the Service Partner to provide all of the information listed above during each assessment and audit. HP may
request to receive the information listed above in a read-only computer file format (such as a PDF or equivalent). The
Service Partner must provide the requested information/documentation within 14 days of receiving the initial request.

HP may request to receive the inventory of the Service Partner's HP-owned equipment.

• This list should include and differentiate the HP equipment utilized:

• For your own usage
• As loan units for customers
• As loan units for a dedicated customer

• The list must include all of the following information:

• Serial number
• Unit Config code or product number
• Product description
• Proof of purchase date
• Product owner — Service Partner or customer name (company or individual as appropriate, First Name and Last
Name in case of individual)
• Product usage (Service Partner usage or loan unit for any customer, or loan unit for a dedicated customer)
• Usage timeline detailing the dates when the unit is in the Service Partner's stock, dates when the unit is at the
customer site (customer usage start date, end date), and customer name (company or individual as appropriate)

HP may request to receive the complete extract from the Service Partner's claim handling software solution (CRM). This file
must cover all the repairs delivered on HP products in an Excel or .csv file and must include all of the following information:

• Data:
• Warranty claim creation date in HP CSDP ("Order date")
• Service Partner's Ref Number (shall have the same format as the one you enter in HP CSDP. If this is not the case,
please explain how to obtain the same format.)
• Serial number
• Unit Config code or product number
• Product description (optional)
• Customer company name
• Customer contact name (First and Last name)
• Customer phone number
• Customer email
• Customer street
• Customer city
• Customer postal code
• Customer country
• Event end date
• Event start date
• Proof of purchase date
• Part number
• Part description (optional)
• Technician's First and Last Name or Learner ID

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• Product failure description

• Repair description
• Onsite yes/no
• A data definition which explains each data above

NOTE: All parts flagged as non-returnable parts in HP CSDP are to be disposed of in an environmentally friendly fashion.
Whether performed by the Service Partner itself, or through a scrap vendor, the scrapping of parts should comply with the
following requirements:
• Scrap vendors selected by the Service Partner must obtain and maintain all applicable permits, licenses, approvals,
agreements, and other required government or regulatory documents.
• HP products and components must be stored and processed in covered or contained areas to prevent releases to the
environment (landfill avoidance).
• Non-returnable parts storage and processing areas must be secured to prevent theft or unauthorized access or removal.
• Data-containing devices, such as hard drives, and recording media, such as CDs, DVDs, tapes, etc. must be destroyed by
shredding, crushing, shearing, melting, incinerating, or perforating the memory resident material.
• Non-returnable parts must not be stored for more than 30 days after the date of intervention.

HP reserves the right to ask Service Partners to temporarily keep a non-returnable parts stock for audit purposes:
• Service Partners might be asked to scan barcoded non-returnable parts and keep the information available in electronic
format, upon request.
• Service Partners must keep transaction receipts from scrap vendors and produce them as documentary evidence, upon
request.
• Service Partners must document accurately and maintain the downstream flow of materials through the point of final
processing and disposition.

If evidence is found that non-returnable parts have not been disposed of in a timely fashion, or have not been disposed of in
accordance with the above requirements, then HP reserves the right to ask for reimbursement for the costs associated on
a per-transaction basis.

NOTE: A valid, genuine, and complete product serial number is a mandatory field to be completed for each warranty event.

HP validates the warranty entitlement by using different processes. This enables the Service Partner to provide an effective
service to the customer.

If any one of the following situations occurs:

• HP has to validate warranty entitlement using the "Serial Number Decode" method
• Warranty entitlement validation shows "Out of warranty," but the customer produces a valid written proof of purchase
(POP) that indicates that the product is still under warranty
• Warranty entitlement validation shows that proof of purchase, product, and serial number label photos are required
• Channel Operations requires proof of purchase, product, and serial number label photos
• The Service Partner knows or has reasons to believe that the product was supplied via unauthorized channels

Then the Service Partner must proceed with the following actions:
• Require the customer to provide a hard copy of the valid POP confirming that the product is still under warranty and attach
it to the original customer order/proof of repair delivery for Service Partner records
• Require the customer to sign the proof of repair delivery (repair order); no exception will be accepted
• Submit two high-resolution and fully readable photographs, as follows:
• One of the products and serial number label (the serial number must be fully visible), and
• One of the whole product

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• Keep a record of the proof of purchase, the customer-signed proof of repair delivery, the photo of the product and serial
number label (the serial number must be fully visible), and the photo of the whole product unit for a minimum of 3 calendar
years from the repair order date

In some particular circumstances, warranty entitlement validation or Channel Operations requires the Service Partner to
contact SecValid@hp.com.

In this this case, if the Service Partner knows or has reason to believe that the product was supplied via unauthorized
channels, the Service Partner must always contact SecValid@hp.com.

When required to contact SecValid@hp.com, the Service Partner must supply the following information:
• Proof of purchase in read-only computer file format (such as PDF or the equivalent) and
• Two high resolution and fully readable photographs:
• One of the products and serial number label (the serial number must be fully visible), and
• One of the whole product

HP will confirm the accuracy of the content in these documents and records during their visit with the HP Partner Services
Delivery Manager, as well as during the assessment and audit. If inaccurate documents and records exceed 5% of all
warranty events received within the period under review, HP reserves the right to ask the Service Partner for the payment of
an admin fee, plus the full or partial reimbursement of the following costs in respect to each warranty event where the
documents and records are inaccurate: service parts cost, labor base payment (if applicable), and bonuses (if applicable).

9.1.2 Processes
The Service Partner shall have processes in place to measure the performance of the repairs performed on HP products,
such as the following:
• Service reception/Call management process
• Scrap process for defective parts for which HP does not expect a return
• Order management process
• Repair management process
• Escalation management process
• Inventory management process
• Customer Satisfaction process
• Training management process
• U.S. and other government export regulations and denial lists

The above processes must be documented and updated on a regular basis by a process owner.

9.1.3 Change in Support Organization

Annually or upon request, the Service Partners must provide the HP Partner Services Delivery Manager information
regarding the evolution of their support organization, infrastructure, processes, and management team.

9.1.4 English Speaking Representatives

A fluent English-speaking representative is required to be the focal point of communication with HP and to coordinate the
performance of this agreement and the delivery of services in compliance with the operations guide.

All persons in charge of updating HP systems with warranty information must be trained on the content in the operations
guide and have adequate English skills.

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9.1.5 Financial Standing

It is the Service Partner's responsibility to keep a favorable banker's reference and credit rating.

9.2 HP MONITORING
9.2.1 Data Accuracy
HP will monitor the quality and the accuracy of the data submitted by the Service Partner during the visit with the HP Partner
Services Delivery Manager, as well as during the assessment and audit.

NOTE: Failure by HP CSDP to reject or prevent entry of invalid claims should not be understood to mean that the claim is
valid and compliant.

9.2.2 Assessment and Audit

On a regular basis, the HP Partner Services Delivery Managers will contact their Service Partners to review agreement
requirements, better understand their constraints, review communication paths between the Service Partner and HP, and
encourage accurate reporting and strong administrative controls.

HP may, upon prior notice, conduct "operational assessments" and "compliance audits" of Service Partner as follows:
• An "operational assessment" focuses on the Service Partner's service delivery processes and warranty management,
infrastructure, key performance indicators (KPIs), and program requirements
• A "compliance audit" is a detailed evaluation and review to verify and validate the compliance of the Service Partner with
the terms and conditions of the Service Partner exhibit agreement, as well as to the Operational Guide with a focus on the
following items:
• Warranty claim management
• Records and documentation related to warranty activity
• Warranty data submitted to HP by the Service Partner

NOTE: Both the "operational assessment" and "compliance audit" may be conducted in parallel, or in sequence, within any
time period.

Operational assessments and compliance audits are performed anytime during the year and are taken into account in the
annual accreditation renewal assessments.

CAUTION: All forms of warranty compensation payments provided for in this operations guide are due only in respect
of valid and genuine warranty services performed, and warranty service events reported by Service Partners in
compliance with the requirements, conditions, and processes described in this document and in the applicable Service
Partner Agreement. If HP determines that the Service Partner has unduly claimed and received any payments from HP, then
in addition to all measures provided for herein, HP reserves the right to claim any further damages and remedies available
to HP under the applicable Service Partner Agreement or at law, as it deems appropriate.

The outcome of such an assessment and audit is an agreed action plan for both HP and the Service Partner. The HP Partner
Services Delivery Manager is responsible for its execution on HP's side, while a representative of the Service Partner is
responsible for taking the necessary actions within their company, and reporting the corresponding results to their HP
contact.

In the event of termination of the service agreement by either party, the Service Partner will no longer be eligible to receive
the commercial and financial benefits detailed within this guide.

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9.2.3 Abnormal Parts Utilization

Abnormal parts utilization (APU) is defined as ordering parts that should not have been ordered for service replacement
because the parts are either not qualified as service items or because the service transactions do not meet submission
policy requirements. APU parts are subject to chargeback if found during an audit or transaction review. The APU list
includes, but is not limited to the following examples:
• Claims for notebook and tablet batteries that were submitted after the one-year battery warranty has expired (not
applicable for long life batteries)
• Docking stations/port replicator claims submitted after the one-year docking station/port replicator warranty has expired
• Monitor claims submitted after the one-year warranty has expired and/or were submitted using the unit serial number
instead of the serial number of the monitor
• Optional accessories, such as backpacks and carrying cases, that are not allowed to be ordered as warranty items
through CSDP
• Consumables, such as ink/toner or preventative maintenance and service kits, that are not warranty items as described in
the product warranty statements
• Service manual hard copies that are not provided free of charge under warranty, contract, or HP Care Pack
• Service tools that are not provided free of charge under warranty, contract, or HP Care Pack
• Plastic items with descriptions including, but not limited to, cover, enclosure, base, and panel. These items, and items like
them, would not normally fail in functionality or be a standard covered service item.

NOTE: Please consult your HP Partner Services Delivery Manager for exceptional cases deemed to be Non-warranty under
the APU conditions listed but which would be treated as in warranty.

9.2.4 Defective Returns Parts

When Service Partners return defective parts to HP, HP is checking the parts during their repair/refurbish process. The
defect description records in CSDP at claim level will be revised against the status of the part during repair/refurbishment.

HP reserves the right to perform additional compliance checks on defective returned parts records within a year after the
warranty service in the following scenarios:
• In case of first repair, if the returned part is different from the part included in the original product configuration
• The returned part is not a functional equivalent of the shipped part
• The returned part is customer self-damaged, and the unit is not covered by an ADP Care Pack

HP may request a reimbursement for those claims (parts and labor).

9.2.5 Automated Monitoring of Maintenance Kit Orders

HP CSDP prevents reimbursements for preventative maintenance events under warranty. HP automatically monitors
maintenance kit orders and warranty and Care Pack cases for HP LaserJet and HP DesignJet printers under the following
rules:
• Orders for long-life consumables (LLCs) with a low-life indicator on the control panel should not be placed in the HP CSDP
warranty flow, according to (or following) regional specific processes, except if the product benefits from a Service
Advisory, advising use of an LLC.
For further information, please refer to the printer's service manual available on the HP Partner Portal.
• Maintenance kit orders for products under warranty and Care Pack are stopped and a message informs you that this part
is not eligible for reimbursement.
• If your order concerns an exception to the rule, please contact your HP Channel Operations Team via email and provide
detailed justification for the exception. Channel Operations, if required, will then manage the order.

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9.2.6 Business to Partner Survey

HP values your input to improve our programs and services. Each year we initiate a "Business to Partner Survey" and your
feedback is highly valued by HP.

This is the way HP monitors your experience with our tools, processes, and supporting teams and how HP can understand
what is working well and what needs improvement.

Therefore, we ask you to actively participate in this survey when you receive the survey invite, so that we can make the
service experience best-in-class.

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10 Customer Satisfaction Survey

10.1 DESCRIPTION OF THE SURVEY
At HP, we strive to deliver outstanding service every time.

To ensure that our Service Partner's future support experience is excellent, we survey our customers. The Customer
Satisfaction Survey is an HP-wide web-based survey (service channels, call centers, direct service delivery, etc.) which
enables us to measure the perception of our customers after a specific support event.

As per the HP CS Support Survey Program strategy, surveys take place within 30 days after the service event of a claim (i.e.
event end date).

Please note that, it is important that HP receives the claim information in a timely manner. Since survey invitations relate to a
specific claim, it is important that the survey is delivered as close to the claim resolution as possible. The quicker HP can
make the claim information available to the survey Service Partner, the better.

10.2 THE QUESTIONNAIRE

The Customer Satisfaction Survey questionnaire is available in 42 languages.

The survey is designed to take no longer than 5 minutes to complete.

There are four types of questions in the survey, as follows:

• Yes/no questions: For instance, the percentage of customers who answered "yes" to the question: "Was your issue
resolved?" These questions are more factual information than measures of perception.
• Customer type confirmation: For instance, "My role can be best defined as (choose the best option below)."
• Satisfaction level questions: Where customers rank their satisfactions on an 11 point scale. It is more a matter of capturing
customers' perceptions of the performance in various areas related to the repair service.
• Open questions: These can be reasons for satisfaction or dissatisfaction, as well as comments about improvement. This
is, in essence, free consulting on the part of our customers. They provide a lot of insight on the way our services are
perceived. The full text of the comments are available at a customer level on the website of our survey vendor.

The full questionnaire can be made available through your HP Partner Services Delivery Manager.

10.3 SNPS CALCULATION

The question on which the customer satisfaction performance and associated bonus is currently calculated is the support
Net Promote Score (sNPS) or "Likelihood to recommend" question. Other questions provide an indication of why the
customer gave the score that they did for this question.

𝑠𝑠𝑠𝑠𝑠𝑠𝑠𝑠𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄𝑄 = % 𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃𝑃 − % 𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷𝐷

IMPORTANT: The exact "sNPS" question wording is: "Based on your recent support experience, how likely would you be
to recommend HP to a friend, family member or colleague?"

This question is based on an 11-point scale from 0 to 10, with 0 being "Not at all likely," and 10 being "Extremely likely."

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10.3.1 Support Net Promoter Score (sNPS)

The Net Promoter Score is a customer loyalty metric used to track customers' willingness to recommend the HP brand
based on experiences across their entire customer journey.

sNPS is the primary measurement to track customer perception of HP and its competitors and willingness of customers to
repurchase from HP.

Figure 7. sNPS Score

10.3.2 Improvement Questions

Every customer is asked to provide inputs to improve the service of HP and its Service Partner. This question is asked,
regardless of whether the customer rates the overall satisfaction as 0 or 10.

10.3.3 Customer Privacy – Privacy Statement

HP considers the privacy of customers and employees to be very important. It is the Service Partner's responsibility to
inform their customer, upfront, that they will potentially be contacted in the scope of HP's satisfaction survey. If the
customer refuses to be surveyed, the Service Partner must select the "Data Protection Act" option in the claim form under
the "Contact availability" field. If the Service Partner does not know the customer contact details, he must select the
"Contact Not Available" option under the "Contact availability" field. If the Service Partner chooses one of these options,
they may be prompted to enter a technician email for audit reason (an asterisk * will be shown next to the technician email if
mandatory).

The use of the "Data Protection Act" and "Contact Not Available" options will be closely monitored by HP. HP reserves the
right to audit the Service Partners call management system to identify these customers and expects the Service Partner to
be able to produce documentary evidence of the customers' request for anonymity or lack of available contacts.

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10.3.4 Fix in Time Cross Check

In all survey cases, HP will follow up on the accuracy of the Event End Date submitted by Service Partner. Any issues
highlighted will prompt further investigation.

10.4 DATA QUALITY

To allow the survey vendor the best possible chance to receive enough surveys, the Service Partner must ensure that the
quality of the data provided via the electronic claims system is complete and accurate.

HP needs to collect a high number of completed surveys in order to achieve the targeted sample sizes, and ensure that we
do not "waste" any surveys. The survey vendor cannot reach the customer due to incorrect customer information, so data
quality is essential for this program.

10.4.1 Cleaning Rules

Database extractions are run on a weekly basis. They are based on the last 7 days' closed cases from HP CSDP. The
extracts are sent via a secured process to our survey vendor.

"Cleaning rules" are applied to ensure a smooth and customer-friendly survey process (that is, to ensure that no end-
customer is "over-surveyed").

Exclusions due to data cleaning are as follows:

• Duplicated case ID's or email IDs within the same extract
• Select workgroups
• Select emails: @hp, cds, etc.
• Open date no more than 90 days
• Faulty and missing customer contact details, delivery type, or country details
• Customers who have been contacted recently (i.e., within the last 10 days)
• Transferred call – A call that is transferred to another team (for example the CRT or complaints team, Depot Repair, or a
non-supported third party)
• Void call – Duplicate case unknowingly created by an HP system
• Duplicate call – A duplicate call or case when there is an existing ticket or service event for the same incident
• Exclusions against a list of customers provided by HP (managed exclusions list)
• Customers who do not want to be surveyed or opted out of the survey invite link, customers' preferences on the
occurrence of the surveys, and customer privacy (Data Protection Act)

10.4.2 Managed Exclusions

The Managed Exclusions List is a list of customers who should be excluded from the HP Customer Satisfaction Survey to
minimize the risk of over-surveying individual customers or companies. The list is used to ensure that customers' contact
preferences are respected and includes guidelines for managing contacts that are used in other HP surveys.

The Managed Exclusions List has different dimensions. Customers may be excluded as individuals or because of their
belonging to a company in only one country, or in all markets.

NOTE: Exclusions from the survey follow a different rule from KPI, as HP wants to measure the satisfaction level of the
customer for the service being provided.

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10.4.3 Customer Contact Information

In order to achieve accurate data for the survey process, the Service Partner must ensure the following rules are applied
when providing customer information.

10.4.3.1 EMAIL ADDRESS RULES

• Always use the "email address" field in HP CSDP (not the Address fields). This is a mandatory field in HP CSDP.
• Enter only valid email addresses
• If the customer does not want to be surveyed, the Service Partner must select "Data Protection Act" (as explained above)
• Include only one email address. If multiple addresses are provided, the system cannot recognize it and the system will
exclude the event information
• If the end customer details are unavailable, or the customer refuses to provide them, please select the "Contact Not
Available" or "Data Protection Act" option, respectively, under the "Contact availability" field and observe the processes,
as specified in the "Customer Privacy – Privacy Statement" section in this guide.

10.4.3.2 END USER INFORMATION

• In the End User field, please use full name (First Name and Last Name) of the end user customer
• Do not use job title, and titles such as Mr., Mrs., Frau, etc. in place of the respondent's first name
• Always enter the end customer's contact First Name and Last Name, and not that of their staff or coworkers
• If the end customer details are unavailable, or the customer refuses to provide them, please select the "Contact Not
Available" or "Data Protection Act" option, respectively, under the "Contact availability" field and observe the processes,
as specified in the "Customer Privacy – Privacy Statement" section in this guide.

10.5 REPORTING
10.5.1 Accuracy of Data
HP will monitor the quality of the data submitted by the Service Partner. HP expects all claims to be submitted with valid
email addresses and contact names. Results reporting will detail the percentage of incomplete surveys, which can be
attributable to the quality of data provided by the Service Partner (such as wrong or non-existent contact information, etc.).

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11 Acronyms
Table 24. Terminology

Acronym Definition
APU Abnormal part utilization
ADP Accidental damage protection
ASD Authorized Services Delivery
ATP Authorized Training Partners
BOM Bill of materials
BTO Build to order
CDMR/DMR (Comprehensive) Disk Media Retention (C)DMR
CSAT Customer satisfaction
CSDP Channel Services Delivery Platform
CSR Customer self repair
CTO Configure to order
DBD Diagnose before dispatch
De-trash Processing of “booking in” the defective part returned to HP upon successful de-trash,
appropriate payments will be made to the Service Partner
DOA Dead on arrival
ESD Electrostatic Discharge
FTF First time fix
HIPAA U.S. Health Insurance Portability and Accountability Act
HP CSDP HP Channel Services Delivery Platform
IC Intellectual capital
ILT Instructor-led training
IPG Imaging and Printing Group
KPI Key performance indicators
LLC Long-life consumables
NMU No material used
OEM Original equipment manufacturer
PL Product line
PN Part number
POD Proof of delivery
POP Proof of purchase
POW Parts only warranty
PpSN Parts per serial number
PSDM Partner Services Delivery Manager

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PUDO Pick-up/drop-off
PUR Pick-up and return
RoHS Restriction of Hazardous Substances in Electrical and Electronic Equipment
RSL Generic spares list
SA Service Advisory
SAP Systems Applications and Products in data processing
SLA Service Level Agreement
SN Serial number
SNR Serial Number Repository
SOW Statement of work
sNPS support Net Promoter Score
SQ Service qualification
T&C's Terms and conditions
TAE Trade advanced exchange
TAT Turnaround time
NMU No material used
UEFI Unified extensible firmware interface
VAT Value-added tax
WBT Web-based training
WISE HP technical documentation portal
WUE Whole unit exchange

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