HPE Apollo sx40, Maintenance And Service Manual

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P05957-002 Customer self repair 2-1
Chapter 2
2. Customer self repair
Hewlett Packard Enterprise products are designed with many Customer Self Repair (CSR) parts to
minimize repair time and allow for greater flexibility in performing defective parts replacement. If
during the diagnosis period Hewlett Packard Enterprise (or Hewlett Packard Enterprise service
providers or service partners) identifies that the repair can be accomplished by the use of a CSR part,
Hewlett Packard Enterprise will ship that part directly to you for replacement. There are two
categories of CSR parts:
• Mandatory—Parts for which customer self repair is mandatory. If you request Hewlett Packard
Enterprise to replace these parts, you will be charged for the travel and labor costs of this
service.
• Optional—Parts for which customer self repair is optional. These parts are also designed for
customer self repair. If, however, you require that Hewlett Packard Enterprise replace them for
you, there may or may not be additional charges, depending on the type of warranty service
designated for your product.
Note: Some Hewlett Packard Enterprise parts are not designed for customer self repair. In order
to satisfy the customer warranty, Hewlett Packard Enterprise requires that an authorized
service provider replace the part. These parts are identified as "No" in the Illustrated Parts
Catalog.
Based on availability and where geography permits, CSR parts will be shipped for next business day
delivery. Same day or four-hour delivery may be offered at an additional charge where geography
permits. If assistance is required, you can call the Hewlett Packard Enterprise Support Center and a
technician will help you over the telephone. Hewlett Packard Enterprise specifies in the materials
shipped with a replacement CSR part whether a defective part must be returned to Hewlett Packard
Enterprise. In cases where it is required to return the defective part to Hewlett Packard Enterprise,
you must ship the defective part back to Hewlett Packard Enterprise within a defined period of time,
normally five (5) business days. The defective part must be returned with the associated
documentation in the provided shipping material. Failure to return the defective part may result in
Hewlett Packard Enterprise billing you for the replacement. With a customer self repair, Hewlett
Packard Enterprise will pay all shipping and part return costs and determine the courier/carrier to be
used.
For more information about the Hewlett Packard Enterprise CSR program, contact your local service
provider. For the North American program, go to the
Hewlett Packard Enterprise CSR website .