HP 500 manual Reference Information, Password Removal Policy

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Reference Information

This chapter includes the following reference information:

•Password removal policy.

•Display quality statement.

Password Removal Policy

If the user forgets the system password, the user calls HP Customer Care to determine the proper removal procedure. The user must provide proof of ownership, and the computer must be operated during the procedure.

The password removal procedure is protected as HP Company Private information. There are a restricted number of locations that can perform password removal. It may not be disclosed or distributed outside those locations.

Password removal is strictly controlled. Hewlett-Packard and authorized support providers must ensure with written evidence that the computer being “cleansed” is actually in the possession of the unit’s actual and current owner. This requires a sales receipt showing the unit serial number and owner’s name, or a written statement from the owner attesting that he or she is the owner of the unit. The statement can be a fax copy of the document. The fact that the unit is in the hands of an HP representative on behalf of the customer is not evidence of ownership. In addition, HP will not remove the password of a unit for any non-owner, even if it is requested by law enforcement agencies. If you receive such a request, you should notify management and HP Corporate Legal immediately. (These requests may require a court order prior to our participation.)

Further, the entity removing the password must log the name, serial number and date of the removal, and file the written backup with the log. The log and backup are subject to standard record retention process and review.

The final issue relating to removal of passwords is that HP cannot provide information to users that would assist them in improperly removing a password and opening a unit.