Progressive Profitable Printing
HP Support Services
for Scitex Printers
Support when you need it most
Overview
• Your business needs maximum printer availability to
achieve top profit margins
• HP Support Services can help you achieve these goals
• Choose from a variety of service levels that best suit
your needs
Why support is crucial
Today, businesses increasingly rely on signage
for greater visibility in the marketplace. Be it retail
point-of-purchase displays, billboards, vehicle wraps,
banners, or other sign materials, highly visible signage
is what businesses deploy to attract customers and
drive business. To take advantage of this increased
demand, you need to get the most out of your printer.
Your printer is your primary production device
and its availability is crucial to your business. Any
potential issues that will impact printer uptime must be
addressed immediately to avoid production problems,
customer dissatisfaction, and loss of profit.
HP Support Services
Customer care is serious business at HP. As part of
our complete commitment to customer success, HP
provides industry-leading, professional customer care
and support through HP staff and authorized resellers,
both onsite and via advanced remote support tools.
Our entire customer care structure is geared to one
very fundamental goal: to help you enjoy increased
uptime and productivity from your HP printing solution.
HP offers three types of support services for Scitex
printers:
• HP Scitex Full Coverage—an all-inclusive support
program for customers whose business depends on
non-stop production. The service includes:
− Unlimited telephone support (hardware, software,
applications) with the fastest possible response
− All service parts required to make repairs
− Unlimited onsite support (in cases where the
problem cannot be solved remotely)
− Discount on uptime kits and print heads
• HP Scitex Shared Maintenance—an advanced
service offering for customers who desire to minimize
downtime by performing some of their service
activities themselves. This service requires self-repair
training and includes up to two on-site service visits per
year at no additional charge. This service includes:
− Advanced telephone support (troubleshooting and
repair assistance)
− All service parts required to make repairs
− Limited number of on-site service visits per year
− Discount on onsite service labor (when needed)
− Discount on uptime kits and print heads
• HP Scitex Parts and Remote Support—a mid-level
offering for customers seeking high productivity from
their HP hardware. The service includes:
− Unlimited telephone support (hardware, software,
applications)
− All service parts required to make repairs
− Discount on onsite service labor (when needed)
− Discount on uptime kits and print heads
HP also offers two types of Extended service
agreements that include the benefits of Standard
agreements plus an annual allotment of print heads.
These service agreements make your total cost of
operation more predictable.
• HP Scitex Extended Full Coverage— These service
agreements are similar to the standard Full Coverage
agreement described above, with the addition of an
annual print head allotment.
− Unlimited telephone support (hardware, software,
applications) with the fastest possible response
− All service parts required to make repairs
− Unlimited onsite support (in cases where the
problem cannot be solved remotely)
− Annual allotment of print heads
− Discount on uptime kits and additional print heads
• HP Scitex Extended Parts and Remote Support—
These service agreements are similar to the standard
Parts & Remote agreement described above, with
the addition of an annual print head allotment.
− Unlimited telephone support (hardware, software,
applications)
− All service parts required to make repairs
− Discount on onsite service labor (when needed)
− Annual print head allotment
− Discount on uptime kits and additional print heads
HP Scitex North America Service Agreement Coverage
Telephone and Remote
Support (normal
business hours)
Full Coverage Parts & Remote
Standard Extended 6 Standard Extended 6
Basic Troubleshooting included Basic Troubleshooting included
Covered Services Labor
(normal business hours) Included Discount 7
Travel Expenses for
HP Technician (normal
business hours)
Included Discount 7
Shared Maintenance
Advanced Troubleshooting
included
Annual allotment of onsite
visits included. Additional visits
at discount 7
Annual allotment of onsite
visits included. Additional visits
at discount 7
Covered Parts 1 Included Included Included
Covered Parts Shipping
and Freight
Print Head Allotment
None
Included Not included Not included
Varies by
machine
None
Varies by
machine
Print Heads 3,4 Discount 7 Discount 7 Discount 7
Uptime Kit 4 Discount 7 Discount 7 Discount 7
Service Notes 5 Included Included Included
Non-covered Parts 2 No discount No discount No discount
Basic Operator Training Strongly recommended Strongly recommended Strongly recommended
Shared Maintenance
Training
Non-covered Parts
Freight
HP Scitex N.A. Service Chooser
Best for Customers who want:
...”parts insurance” on service parts at
a fixed monthly fee, regardless of parts
needed
...to perform limited service activities with
assistance from HP via telephone
...to receive service training to perform
most of their own service activities to
minimize downtime
...to have a trained HP technician perform
the service at a fixed monthly fee,
regardless of hours required
...to fix/replace print heads when they fail
(variable cost)
...”parts insurance” on print heads at a
fixed monthly fee (fixed # of heads)
None
Optional Optional Required
Not included Not included Not included
Standard Extended
Shared
Standard Extended
Parts & Remote Parts & Remote Maintenance Full Coverage Full Coverage
X X X X X
X X
X
X
X
(Limited visits)
X
X X
X X
X
For more information
For more information on HP Support Services please visit www.hp.com/go/graphicarts or call your local HP authorized representative.
To learn more about HP Educational Services, please visit http://www.hp.com/education/sections/graphic_solutions.html.
Get connected
www.hp.com/go/getconnected
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To learn more, visit www.hp.com/go/graphicarts
© Copyright 2010–2011 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.
This is an HP Indigo digital print
4AA3-4369ENUC, April 2011
Onsite Uptime Parts Kits
The Onsite Uptime Parts Kit was designed to help you
significantly save time and increase productivity. These
kits contain the most frequently needed replacement
parts, based on our usage and consumption studies.
Having these kits on hand enables a qualified onsite
operator to install the new parts without delay. This
decreases your time-to-repair 24x7, and you are up
and running for higher production capability.
HP Education Programs
By sharing our deep knowledge in the field through
onsite or offsite training programs, or through various
tools, we help our customers become experts in
processes that can have a dramatic effect on printed
results. As an example, HP Color Management
Training enables you to achieve the most effective
and consistent color management workflow for
specific types of HP printing systems. A variety of
training offerings are available and your HP sales
representative can provide the details of what is
available and appropriate for your needs.
Why HP?
Our market leadership in enterprise printing can
give you confidence that support of your graphics
printing environment is in good hands. We have one
of the largest services organizations in the industry,
and manage millions of service incidents around the
world each year. This extensive experience means
we are likely to have already addressed—and
solved—whatever situations might arise. Let us draw
on our knowledge to help keep your business running
smoothly.
Global citizenship at HP
At HP, global citizenship is our commitment to hold
ourselves to high standards of integrity, contribution,
and accountability in balancing our business goals
with our impact on society and the planet. To learn
more, visit www.hp.com/go/customer and for
information about the HP Eco Solutions program, go
to www.hp.com/ecosolutions.
1 Covered parts are service parts provided to replace those parts damaged by ordinary breakage and/or wear and tear, as required to maintain the product. Print
heads are considered consumables, and are excluded from warranty (except FB7500) and standard service agreement coverage.
2 Non-covered parts are service parts and consumables purchased by the customer outside the context of a service call.
3 Under an Extended Service Agreement, print heads up to allotted quantity are covered by the agreement. Print heads in excess of allotment are sold at the
discount determined by type of agreement. No print head allotment in effect during the warranty period.
4 Discount applicable for direct customers only.
5 Service Notes includes mandatory Field Change Orders and Software revisions.
6 Extended service agreements are not offered for L65500, LX600, and LX800 printers.
7 Contact your HP sales representative for specific discounts and allotment quantities
Progressive Profitable Printing
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