lenovo® services warranty and priority technical support

lenovo® services warranty and priority technical support
LENOVO® SERVICES
WARRANTY AND PRIORITY TECHNICAL SUPPORT
Warranty Extensions, Upgrades and Priority Technical Support are fixed-term, fixed-cost solutions that allow you to
accurately budget for equipment expenses and match refresh cycles and critical support needs. You get a worldwide
single-source solution that helps you realize objectives for cost efficiency, improved service levels and end-user productivity
and satisfaction.
BUDGET-FRIENDLY SOLUTION
Economical, predictable and scalable pricing helps to manage
system-related costs.
GLOBAL COVERAGE
Consistent warranty service levels for multinational
organizations, with in-region and local-language support.
CUSTOMIZE TO YOUR NEEDS
Lenovo’s flexible warranty options are designed to fit
the varying needs within an organization. Match service
coverage duration with the expected lifecycle of your PCs.
FAST RESOLUTION OF PC PROBLEMS
Priority Technical Support response times are generally
under 1 minute and support maximum end-user uptime.
WARRANTY EXTENSIONS & UPGRADES
Lenovo® offers a wide range of warranty options for your PCs, dependent on the machine type and base warranty. These options
can be selected at the time of purchase or within the term of initial base warranty coverage.
• Warranty Extensions are available for periods of up to five years (depending on your system) giving you a fixed-term, fixed-cost
service solution that enables you to match coverage terms with refresh cycles
• Warranty Upgrades allow you to vary response time and level of service to match your critical support needs
Depending on the initial base warranty of the system, service plans are available with the following service levels:
SERVICE LEVEL
DESCRIPTION
Carry-in/Mail-in/Depot/Courier Service¹
Parts and labor repair coverage where labour is provided at a designated service centre.
Expedited Depot2 3
Parts and labor coverage with expedited turnaround 3 business days.
Onsite Service4
Parts and labor repair coverage where labor is provided onsite at your place of business.
• If Lenovo determines your product problem is covered by the product warranty and
cannot be resolved over the telephone, a technician will be dispatched to arrive onsite,
typically the next day.
Service options vary by country. Additional Service level upgrades may be available in specific countries for a given Lenovo system. Special arrangements
are possible upon request.
Onsite + Tech Install of CRUs
(Customer Replaceable Unit parts)
With base warranty, installation of self-service CRUs is typically your responsibility, however with an upgrade to Technician-Installed CRU
Service, Lenovo’s Onsite Service includes installation of all needed CRUs.
Sealed Battery Warranty
Lenovo’s new generation of ThinkPad® notebooks and tablets5 incorporate a sealed battery specifically designed for ultrathin products. With
a sealed battery, replacement involves depot or onsite servicing by a trained technician. Extend the 1-year base battery warranty to a 3-year
Sealed Battery Warranty6.
PRIORITY TECHNICAL SUPPORT
Lenovo’s Priority Technical Support7 provides direct access to advanced technicians 24 hours a day, 7 days a week. You will have a reliable,
single-source solution for all hardware, software and operating system needs.
SERVICE LEVEL
DESCRIPTION
BENEFITS
Call Routing to Advanced
Technicians
Calls routed directly to advanced technicians.
Faster response, usually under 1 minute.
Bypass call queues and have immediate access
to advanced tech support.
24x7 Telephone Tech-to-Tech
Support
Advanced technicians available 24 hours a day,
7 days a week.
Available when you need us.
Web-Based Call Tracking
Web-based tool to track service calls through
to resolution.
Reduce administration time so IT staff can
concentrate on business.
Escalation Management
Escalation process for high impact or complex
PC problems.
Manage problems from diagnostics to closure.
Provides peace of mind and satisfaction.
Local Language Support
24x7 local language support on Lenovo hardware
and pre-loaded third party software. (subject to third
We speak your language wherever you are.
Lenovo troubleshoots basic software problems
or will transfer you to the appropriate software
vendor to assist in resolving issues. If you do not
have a service agreement, Lenovo will provide
a courtesy transfer to the appropriate vendor
tollfree support line.
Save time with a convenient single source for
party software policies ).
8
Third Party Software Support8
both hardware and software needs.
Lenovo Warranty and Priority Technical Support services are part of a comprehensive
portfolio that supports the entire lifecycle of your PCs. For more information on this,
or other service offerings, please contact your Lenovo Sales Representative or visit:
www.lenovo.com/services
(1) May vary by country. (2) Expedited Depot is only available on Think-branded notebooks and tablets. (3) Service is only available in Austria, Germany, Ireland, UK, Canada and US. (4) Service is available during
Lenovo’s normal in-country business hours. Calls received after 3:00pm local time will require an additional business day for service dispatch. Onsite service is available in metropolitan areas only. Next day Service
is not guaranteed. (5) Hardware availability varies by region. (6) Batteries degrade over time and variables such as temperature, usage and time affect battery life. Lenovo’s Sealed Battery Warranty provides a onetime replacement opportunity in the event a defective or faulty battery fails to meet minimum performance standards. Battery health thresholds are determined by Lenovo’s built-in battery diagnostic tool taking these
factors into consideration. (7) Available on Think-branded hardware only. (8) Customers must have service contract with software vendor. Service is limited to software vendor service hours. All products and offers are
subject to availability. All products and offers are subject to availability. Lenovo reserves the right to alter product offerings and specifications at any time, without notice. Lenovo makes every effort to ensure accuracy
of all information but is not liable or responsible for any editorial, photographic or typographic errors. All images are for illustration purposes only. For full Lenovo product, service and warranty specifications visit
www.lenovo.com The following are trademarks or registered trademarks of Lenovo: Lenovo, the Lenovo logo, ThinkPad, For Those Who Do and ThinkPlus. Other company, product and service name may be
trademarks or service marks of others. ©2015 Lenovo. All rights reserved.
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