Helpdesk by HP Care Services

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1 FAQ Helpdesk by HP Care Services General information and frequently asked questions (FAQs) For US only What is the Helpdesk number to call for support? Call for support, or if you have questions about the program. What are Helpdesk Services? Helpdesk Services provide technical support via phone and online support for computer software, hardware/peripherals, connectivity, and networking issues for many common brands of computers, tablets, and smartphones. No more trying to decide which software or hardware vendor to contact for support, or wasting hours trying to research answers to technical computing problems that distract from your business. Just show our technicians your problem, and with your permission, our HP-certified technicians can temporarily access your computer to remotely diagnose and resolve issues in a highly secure support session. Does Helpdesk really cover technical questions for non-hp products? Yes! Helpdesk Services knows you need technical know-how for your whole office so we provide HP-certified professionals who are proficient in supporting a wide variety of products using operating systems from Microsoft, Apple, and Android. You can even get help with many common sync and file sharing issues with tablets and smartphones! We can also assist with issues that sometimes occur while trying to sync files between devices, or across operating system platforms. So keep your focus on running your business and don t get distracted with technical issues: Helpdesk technicians can help with a wide variety of business technical issues. What are the benefits of using Helpdesk Services? Helpdesk Services can help you avoid wasteful and frustrating computer downtime. Ever had a software how to question you were sure was easy to solve if only you knew someone to call for help? Helpdesk is here for that purpose. Keep your focus on running your business and don t get distracted with technical issues. When trouble arises, call us, and we can troubleshoot typical hardware and software products. Our Helpdesk technicians can access your computer remotely to diagnose and resolve issues. What is online support or remote support? Online computer and technical support, also known as remote support, allows our HP-certified Helpdesk agents to remotely view your computer screen and securely fix many typical problems with computers and networks, as well as other supported personal electronics and even mobile devices. Technical support is made easier by allowing you to simply show our Helpdesk technicians where you want help. This type of remote support works through desktop sharing technology. When you log into our secure online Helpdesk, you can allow our HP certified technology experts to view and interact with your computer remotely via the Internet fixing problems and setting up new technology fast. Sometimes, it feels like watching your computer fix itself! Your business security matters to HP so we make sure you control your remote support session. Our Helpdesk agents can only temporarily access your computer, only with your permission, and only during your secure internet session. At all times you will be able to see and monitor your technical support session.

2 Can you repair my equipment? If your hardware is truly broken or needs replacement, our technicians do not provide repair services. But, they take two important steps to ensure you are confident in defining your plan to get back to business faster: We can remotely help assess and fix software problems which can sometimes avoid repair altogether. Our Helpdesk technicians will provide expert remote troubleshooting for hardware and connectivity issues and provide you with the right information for repair plans. Since our Helpdesk technicians do not sell repair services, you can be sure we did everything we could to fix your problem remotely, and confident that we provided you with unbiased technical recommendations on what to do next. How do I get help? Helpdesk allows you to call during your coverage term as often as reasonably needed. For non-technical business users, it s like having their own IT Helpdesk ready 24x7 on the phone to give technical advice. The program gives you peace of mind knowing you can call as needed. Service can be registered for one primary device (i.e., a computer, laptop, tablet, or smartphone), plus up to five peripherals (such as a printer, webcam, backup drive) or you can establish a multi-service plan if you want up to three primary devices covered, plus connected peripherals. See Supported Products for more details on primary devices and peripherals. What is the difference between Helpdesk One Service and Helpdesk Multi-service? Helpdesk One Service This service provides support for a single primary device (computer, tablet, and smartphone) and up to five peripherals. See Supported Products for more details on primary devices and peripherals. You will need to register the products you wish to have covered, and have a single contact name and primary user for the account. Helpdesk Multi-service This service provides support for up to three primary devices (computers, tablet, and smartphone) and up to five peripherals. See Supported Products for more details on primary devices and peripherals. You will need to register the products you wish to have covered, and have a registered primary user for each primary device on your account. How can Helpdesk Services help me? Please go to the Helpdesk page for details on our service offerings. How often can I call Helpdesk for service? With each of our Helpdesk Services you can call as often as you need under the defined scope of support. Unlimited support is defined as support for a single computer and specific issues defined in the service description. If excessive use or abuse is detected, customer will be notified and access to service may be restricted or terminated. Use of the service for illegal or inappropriate activities may also result in termination. Please see the Terms of Service for more information. 2

3 What happens if we get interrupted during a Helpdesk session? Our Helpdesk technicians are specially trained to work with businesses they understand that from time to time, interruptions are inevitable. Your agent will work out a plan with you on the phone that may include getting your permission to continue working in the remote session, or wait for you to instant message if the session can resume shortly, or arrange a call-back appointment later that day or on a different day as you prefer. If a follow-up appointment is made, a follow-up will confirm the new call-back date and time. What happens if a customer interrupts a support session? At Helpdesk, we understand your business is priority number one. If you need to interrupt a session, or if it is taking longer than anticipated, we will schedule a call-back time. To make your time efficient, we often research a complex problem and then follow-up via chat, call, or reschedule meeting to finish the technical help session when you have time. With your permission, remote desktop sharing can also allow you to work on other things, or support your customers while our Helpdesk agent works on your support session. What are the Helpdesk Services hours of operation? Helpdesk Services call center agents are available 24 hours a day, 7 days a week for technical assistance. Is it easy to use? By allowing a remote technician to access your computer through the Internet we are able to perform work on your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it's hands-free. Simply call our Helpdesk line, initiate a secure desktop sharing session with our technician, and then let go of the mouse and let us help you. How long does an average support session last? Online support sessions can last anywhere from a few minutes to much longer, depending on the type of help you need. In some cases, a computer may need a comprehensive tune-up, such as with a severe case of spyware which can take over an hour. In other situations, you may be looking for quick set up and support for a new personal printer in a digital camera. These sessions may be as short as 30 minutes. For simple problems, like locating a lost file or fixing an problem, you can typically get help in as little as 15 minutes. 3

4 Can you get back into my computer after my session is over? No, not unless you log in again and request service to resume. When you log into Helpdesk Services' secure online sharing tools, you are prompted to download a temporary desktop sharing application, and supporting tools that allow us to view and interact with your computer. However, once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer. Is it secure? We use a 128-bit encrypted connection between your computer and the technician's computer. This sets up a unique one-to-one session that prevents others from viewing or accessing the session. In addition, you are in control only you can initiate a remote support session, and you can end a session anytime by simply closing the support window on your desktop. Also, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems, but at any time you can over-ride mouse control by simply moving your mouse. Are your technicians qualified to work on my computer? Our computer technicians are Microsoft application and product specialists and HTML developers. Every technician has extensive multi-brand PC and technology experience, is pre-qualified, has 3+ years experience in a help desk environment, and completes an extensive 2-week training course on excellent service delivery and the virtual interface. Additionally, we provide training specifically on supporting business customers, including business software and security needs. With Helpdesk Services, you're in good hands! Do Helpdesk technicians understand my business environment? In addition to technical certification, our agents are trained specifically for our business program and our Helpdesk professionals are primarily based in North America. Our Helpdesk agents are specifically trained to provide business support, and specialize in handling business scenarios, security, and technical issues. 4

5 Where are Helpdesk technicians based? North America. How do I know if you support the software I use most often at my business? Our Supported Products section is where you can find a detailed list of software you can expect to get good technical advice for. We provide full application support for Microsoft Office Suite. If you are calling about a Major Database or Line of Business Application, we do require you to have a current support agreement in place with the manufacturer. Customization of these applications from one small business to another is significantly complex, and may require specialized technical support above and beyond what Helpdesk can provide. But, you will get an assessment from Helpdesk on whether the problem can be solved, and what kind of request you might need to make of technical support for more complex issues requiring programming or software break-fix support. We can help make sure most business applications are running properly on an approved operating system, and we can provide how to assistance for many operating system common functionalities. But advanced support specific to a software product may also require the manufacturer s expertise. Similarly, for Cloud based solutions and apps, we can provide technical Helpdesk troubleshooting and support, so you know what steps you need to take to follow-through with issues requiring the cloud provider s support. In summary, although we have a list of common software applications we support, many small businesses customize their applications. Our HP Helpdesk technicians can still help your business staff with common platform usability questions (such as, exporting, importing, formatting, file issues, security questions) and will help your staff identify when to escalate and how to describe the issue to technical staff trained specifically in customized business applications. Software and applications change all the time if you have a specific question about coverage for a specific software application, call our Helpdesk to discuss details with a technical agent. Is Helpdesk Services just for problems or can it help me with installing new software or networks? Helpdesk Services can help with technology problems including help with installing new software or with network configuration. 5

6 What if I am having trouble with a special software program our business uses that has been specifically designed for my industry needs? Although we have a list of common software applications we support, many small businesses use software specifically for their industry (construction, architecture, dentistry, etc.). Even though these applications may be unique they often have many functionalities that are common to their Microsoft, Apple, or Android platform. Our HP Helpdesk technicians can help your business staff with common platform usability questions (such as, exporting, importing, formatting, file issues, security questions) and will help your staff identify when to escalate and how to describe the issue to technical staff trained specifically in customized business applications. If you have a specific question about coverage scope for a specific software application, talk to your favorite reseller about Helpdesk, or discuss details with one of our technical agents. What if my business uses software that has been custom modified or configured for our business? Many small businesses customize their applications with unique business-specific programming, even in common software applications. Even though these applications may be unique, they often have many functionalities that are common to their Microsoft, Apple, or Android platform. Our HP Helpdesk technicians can help your business staff with common software usability questions and will also help your staff identify when to escalate and how to describe the issue to technical staff trained specifically in customized business applications. If you have a specific question about coverage scope for a specific software application, talk to your favorite reseller about Helpdesk or discuss details with one of our technical agents. Why do I have to check the website for coverage changes? An important part of using your computing equipment is using your software effectively, and software can change quickly. We update our website as needed to keep you appraised of the latest software coverage scope. The website information is to help you see what is covered as new software rolls out. If you have a specific question about specific coverage scope, talk to your favorite reseller about Helpdesk or discuss details with one of our technical agents. 6

7 I am having problems with a new computer I recently purchased. Will Helpdesk Services handle warranty problems? If you have a new computer in warranty, it is to your benefit to first attempt to use any warranty service offered by your hardware or software manufacturer, as these services are typically offered free of charge for a specific period of time, and you could void your warranty by not following terms. Our Helpdesk agents will assist with troubleshooting but they are not a repair desk. A warranty can help if your new equipment needs repair. However, if you are having an issue using your computer or software that is not related to warranty such as syncing a device, setting up licensed business software, or setting up new templates then our HP Helpdesk agents can help. Can Helpdesk Services teach me how to use my computer? Helpdesk Services can provide basic instruction on use of software, and specific features of your computer, but we are here as technical consultants and our services do not replace in-depth training programs. Our Helpdesk training is limited to how to questions on commercially available applications or peripherals. We do not provide in-depth training on how to write formulas or build a PowerPoint but rather directional assistance to move forward in a program so your employees can get quick answers to specific usability questions. What will I be expected to know about computers to use Helpdesk Services? Our technicians are trained and available to assist users with all levels of computer knowledge. If you prefer, you can show us in a remote sharing session what the problem is, and we ll help from there. Just tell us what your question is in your own words and leave the troubleshooting to us. How do I get help from Helpdesk Services? Our Helpdesk is available 24 hours a day, 7 days a week by phone. Please go to our main page at hp.com/go/helpdesk for the phone number you should use to contact us. Once we are in a call, we can initiate a remote desktop sharing session which may include chat. We may send you occasional s if we have scheduled a call-back appointment with you. The primary way to contact us is by phone whenever you need help. 7

8 Do my part-time employees need their own plan when they only work a few hours a week? Discuss your Helpdesk options with your favorite reseller. If your employees are using multiple computers or multiple primary devices, our Multi-plan is designed to cover your needs. If you have only a single computer covered under your service plan, you will need to maintain a single primary account and contact number, but you may be able to cover occasional calls from other employees on your device. What if I want to cover my whole office? Discuss your options with your favorite HP reseller. We can set up multiple plans to cover all your office staff. If you have a specific question about office plan coverage, talk to your favorite reseller about Helpdesk, or discuss details with one of our technical agents. What geographies are covered in my Helpdesk plan? Our U.S. Helpdesk service is 24x7 coverage for customers in the U.S. and is primarily serviced by North America-based Helpdesk staff. An oversees toll calling number will be available for our traveling business customers on our website hp.com/go/helpdesk Sign up for updates hp.com/go/getupdated Share with colleagues Rate this document Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Microsoft is a U.S. registered trademark of the Microsoft group of companies. 4AA5-3475ENUS, June 2014

9 Terms and Conditions Helpdesk by HP Care Services Term Coverage Support and Consulting Services Agreement 1 Definitions The following definitions shall apply to the terms and conditions of your Helpdesk by HP Care Services Term Coverage Support and Consulting Services. Customer As used herein Customer refers to either an end-user HP customer or a business who purchases the HP Term Coverage Support and Consulting Services described in this Agreement for a specific user/employee, either directly from HP or from an authorized HP reseller, wholesaler, or distributor. HP Services Portal means the web portal available on-line to Customers from which services can be purchased, scheduled, activated or tracked. Service hp.com/go/helpdesk refers to the webpage providing the details of features, functionalities, deliverables, time limitations, number of covered use or calls, system requirements, activation methods and limitations of each service included in the Helpdesk - HP Care Services Term Coverage Support and Consulting Services; also referred to herein as Service Descriptions. Helpdesk by HP Care Services Term Coverage Support and Consulting Service or Helpdesk by HP Care Services Term Coverage Service means the individual service to be provided by HP or HP s authorized representatives to Customer pursuant to the terms of this agreement. Software means any application, tools or other software program installed on the Customer s desktop computer for business usage, system operation or diagnostic to facilitate the Helpdesk - HP Care Services Term Coverage Support and Consulting Service. Software can either be those program preloaded or otherwise included in the applicable desktop computer products, those installed by the customer after purchase such Software, or those installed permanently or temporarily by HP to deliver the Helpdesk by HP Care Services Term Coverage Services. Term means the specific period of time that your Helpdesk by HP Care Services Term Coverage Support and Consulting Services and this Agreement will be in effect. The Term beings on the date of purchase and its duration is determined by the selection you make at the time of purchase. Third Parties/Reseller References third parties selected by HP. 2 Helpdesk by HP Care Services Term Coverage Support and Consulting Services Overview Pursuant to the terms of this Helpdesk by HP Care Services Term Coverage Support and Consulting Services Agreement (this Agreement ), HP will provide the Helpdesk by HP Care Services Term Coverage Support and Consulting Services described in this Agreement and in the applicable HP Service Description to Customers in the United States. Subject to the applicable Service Description, the Helpdesk by HP Care Services Term Coverage Support and Consulting Service under this Agreement may include, but are not limited to, remote assistance, hardware or software installation, training, break-fix support, desktop computer performance tuning, or technology consultation.

10 Terms and Conditions Helpdesk by HP Care Services Term Coverage 2 These Helpdesk by HP Care Services Term Coverage Services are provided in conjunction with desktop computing products in a small office environment. As described in more detail in the applicable Service Description, each Helpdesk by HP Care Services Term Coverage Service has a set of deliverables or features which are Customers during the Term. Customer hereby acknowledges and agrees that the Helpdesk by HP Care Services Term Coverage Support and Consulting Services are offered by HP with the condition that Customer accepts without modification the terms and conditions set forth herein. Customer s acceptance of these terms and conditions will be deemed to occur upon Customer s purchase of the Helpdesk by HP Care Services Term Coverage Support and Consulting Services. HP may, at its discretion, change the terms of this Agreement from time to time through updates to the HP Services Portal. In the event of any conflict between this Agreement and any Service Descriptions, the terms and conditions of this Agreement shall control. 3 Charges Customer will prepay for the applicable Helpdesk by HP Care Services Term Coverage Support and Consulting Service at the time such service is purchased from HP or from HP s Resellers or distributors (the Service Charges ). Customer will pay all applicable taxes. Additional fees and charges, such as extra travel expenses, parts and extra labor required for delivering the Helpdesk by HP Care Services Term Coverage Services may apply and be billed to Customer by HP or HP s Resellers or distributors. 4 Customer Representations By purchasing the Helpdesk by HP Care Services Term Coverage Support and Consulting Services, Customer hereby represents that: (i) it has the legal right, capacity and authority to enter into this Agreement with HP and be legal bound by the terms and conditions herein; (ii) any and all information provided by Customer to HP or HP Resellers and distributors in connection with the Helpdesk by HP Care Services Term Coverage Support and Consulting Services, including personal information (such as name, business, address, credit card number, expiration date, account, etc.), is true, accurate and complete, and any change to such information will be promptly informed to HP; (iii) the Helpdesk by HP Care Services Term Coverage Support and Consulting Services are purchased for customer s individual use, not for resale, redistribution or otherwise share with other parties or entities; (iv) it shall not engage in abusive or inappropriate activities with respect to the purchased Helpdesk by HP Care Services Term Coverage Support and Consulting Services, such as creating unreasonably high volume of service requests; and (v) at all time during the Term maintain valid license to use any Software required for the Helpdesk by HP Care Services Term Coverage Services and comply with the terms of license of such Software. 5 Service Requirements Helpdesk by HP Care Services Term Coverage Support and Consulting Services are provided based on the assumption that Customer meets certain requirements (such as PC hardware and software requirements) as further described in the applicable Service Description (the Service Requirements ). Without limiting the Services Requirements set forth in the applicable Service Description, to the extent any Software is utilized in connection with the Helpdesk by HP Care Services Term Coverage Support and Consulting Services, Customer must ensure that such Software is rightfully obtained via appropriate license(s) and are the current version of such Software is properly installed. With respect to Helpdesk by HP Care Services Term Coverage Support and Consulting Services that can only be delivered remotely, Customer s PC must be able to boot to desktop and it is Customer s responsibility to have adequate Internet connection as required for HP to provide the service. If diagnostic software is used as part of the Helpdesk by HP Care Services Term Coverage Support and Consulting Services, the products to which the service is provided will be configured in accordance with HP s instructions. During the Term, Customer must maintain a valid account to receive notices and other information regarding the Helpdesk by HP Care Services Term Coverage Support and Consulting Service. Even if all the Service Requirements are met, the Helpdesk by HP Care Services Term Coverage Support and Consulting Service purchased by Customer may not be available at all times. HP reserves the right to refuse to provide the Helpdesk by HP Care Services Term Coverage Support and Consulting Services if HP reasonably believes that doing so would subject HP to material business or legal risks.

11 Terms and Conditions Helpdesk by HP Care Services Term Coverage 6 Warranty CUSTOMER AGREES AND ACKNOWLEDGES THAT THE HELPDESK BY HP CARE SERVICES TERM COVERAGE SUPPORT AND CONSULTING SERVICES ARE PROVIDED BY HP ON AN AS IS BASIS. HP DOES NOT PROVIDE ANY WARRANTY WHATSOEVER, WHETHER WRITTEN OR ORAL, EXPRESSED OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY LAW, HP SPECIFICALLY DISCLAIMS THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NONINFRINGEMENT. WITHOUT LIMITING THE FOREGOING, HP DOES NOT PROVIDE ANY WARRANTY WHATSOEVER FOR ANY THIRD PARTY SOFTWARE OR ANY THIRD PARTY SERVICE. 7 Eligibility Unless otherwise specified in the applicable Service FAQs, Helpdesk by HP Care Services Term Coverage Support and Consulting Services will only be provided to customers located in the US. HP does not provide Helpdesk by HP Care Services Term Coverage Support and Consulting Services to customers not located in the US. 8 Intellectual Property Rights Customer will not gain by virtue of this Agreement any rights of ownership of copyrights, patents, trade secrets, trademarks or any other intellectual property rights owned by HP. HP will retain exclusive ownership in all services deliverables created hereunder and will own all intellectual property rights, title and interest in any ideas, concepts, know how, documentation or techniques developed under this Agreement. HP grants Customer the right to use the services deliverables solely for Customer s personal use. 9 Limitations of Liability and Remedies To the extent HP is held legally liable to Customer, HP s liability is limited up to the maximum of the purchase price paid by Customer under this Agreement for the Services at issue. HP will not be liable for performance delays or for nonperformance due to causes beyond its reasonable control. THE REMEDIES PROVIDED IN THIS AGREEMENT ARE CUSTOMER S SOLE AND EXCLUSIVE REMEDIES. EXCEPT AS INDICATED ABOVE, IN NO EVENT WILL HP, ITS AFFILIATES, ITS SUBCONTRACTORS, OR SUPPLIERS BE LIABLE FOR LOSS OF DATA OR FOR INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL (INCLUDING DOWNTIME COSTS OR LOST PROFIT), OR OTHER DAMAGE WHETHER BASED IN CONTRACT, TORT, OR OTHERWISE. 10 Non-HP Services Certain parts of the Helpdesk by HP Care Services Term Coverage Support and Consulting Services may be provided by Third Parties/Resellers (the Third Party Services ). Customer agrees and acknowledges that such Third Party Services are provided to Customer subject to the terms and conditions of the applicable the Third Party/Reseller. Customer shall comply with such terms and conditions and the applicable Third Party/Reseller is solely responsible for the Third Party Services at issue. HP is not liable for the performance or non-performance of Third Party/Resellers, their products or their services. HP s decision on how long to offer remote or onsite assistance services on selected non-hp products is final. 11 Limitations of Service HP does not provide support in relation to hardware or software products not designated in the Service FAQs. Repair or service of hardware or software or parts exchange is not included in this service unless clearly stated otherwise in the Service Description. Unless specifically stated in the Service FAQs otherwise, platforms running operating systems such as Linux or non-current versions of operating systems are not covered by the Helpdesk by HP Care Services Term Coverage Support and Consulting Services. Unless specifically stated in the Service Description otherwise, HP does not provide physical media, documentation or other physical deliverables to Customer with respect to the Helpdesk by HP Care Services Term Coverage Support and Consulting Services. 3

12 Terms and Conditions Helpdesk by HP Care Services Term Coverage HP does not support or provide service to any non-supported software or any version of software that is more than 180 days after release of its current version, unless otherwise agreed by HP. Unless specifically stated in the Service FAQs otherwise, HP does not support or provide service to any network or Internet connectivity matters of Customer. HP is not responsible to provide services that, in the reasonable opinion of HP, are required due to Customer s inappropriate use of the PC or the software applications. HP is not responsible to provide services that, in the reasonable opinion of HP, are required due to Customer s unauthorized modifications made to supported hardware or software. HP does not provide service or assistance with respect to topics relating to Web development applications. 12 Customer Responsibilities The Helpdesk by HP Care Services Term Coverage Support and Consulting Service covered by this Agreement, confirmation of payment and relevant instructions on how to access the applicable services will be communicated to Customer via . In addition, Customer must: Register the product or users to which the Helpdesk by HP Care Services Term Coverage Support and Consulting Services will be provided following the registration instructions provided on the Helpdesk by HP Care Services Term Coverage Services Portal, in the communications or as otherwise directed by HP. HP IS NOT OBLIGATED TO PROVIDE HELPDESK BY HP CARE SERVICES TERM COVERAGE SUPPORT AND CONSULTING SERVICES IF CUSTOMER OR HP AUTHORIZED REPRESENTATIVE DOES NOT REGISTER WITH HP AS STATED HEREIN. Use all reasonable efforts to support and cooperate with HP in connection with the Helpdesk by HP Care Services Term Coverage Support and Consulting Services, including without limitation, to provide all information necessary for HP to deliver the services timely and to enable HP to determine the level of support eligibility. Customer acknowledges that HP s ability to deliver this service is dependent upon the Customer s full and timely cooperation with HP, as well as the accuracy and completeness of any information and data provided to HP by Customer. Be responsible for the security of its proprietary and confidential information and for maintaining a procedure external to the hardware products to which the Helpdesk by HP Care Services Term Coverage Support and Consulting Services are provided for reconstruction of lost or altered files, data, or software programs. Ensure that an adult representative is present when HP is providing services at Customer s designated location or by telephone. Acknowledge that Customer has no ownership interest in diagnostic software provided by HP, if any, and will cooperate with HP to remove these diagnostic programs upon completion of the applicable service. This service must be purchased for each system, processor, processor core, or end user in the Customer s environment that will require support. 13 Transfer of Service This Agreement may only be assigned with HP s prior written consent. 4

13 Terms and Conditions Helpdesk by HP Care Services Term Coverage 14 Termination Customer may terminate this Agreement by cancelling any Helpdesk by HP Care Services Term Coverage Service prior to the expiration of the Term by submitting a written cancellation to the address or calling the number provided on the HP Service portal or service FAQs. A pro rata refund will be provided if valid written notice of cancellation is received prior to expiration of the Term. Term. Notwithstanding the foregoing, HP may terminate this Agreement immediately if (i) HP cease to provide the Helpdesk by HP Care Services Term Coverage Support and Consulting Services (in which case a pro-rata refund will be provided); (ii) Customer breaches the terms or fails to perform its obligations of this Agreement, or (iii) HP reasonably believes that Customer abuses the Helpdesk by HP Care Services Term Coverage Support and Consulting Services. Governing Laws: Any disputes arising in connection with this Agreement will be governed by the laws of the State of California. The courts of the State of California shall have exclusive jurisdiction over any disputes related to this Agreement. 15 Entire Agreement The terms and conditions of this Agreement, together with the applicable terms, conditions or agreements between Customer and HP s Resellers or distributors and the applicable Service Description, constitute the entire understanding between the parties relating to the provision of services described herein and will supersede any previous communication, representation or agreement whether oral or written. Customer s additional or different terms and conditions will not apply. No change of any of the terms and conditions will be valid, unless in writing signed by an authorized representative of each party. Sign up for updates hp.com/go/getupdated Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 4AA5-3486ENW, June 2014