FREQUENTLY ASKED QUESTIONS

Contents

Sales Information and Resources 2

Benefits and Positioning 2

Hardware and Software Support 4

Case Management and Scope of Services 5

Customer Access and Process 5

Sales Information and Resources

Where can I get more information about Lenovo Premier Support?

You can access reference documentation, collateral and training materials in a number of ways:

• On the Sharepoint platform (ecm.lenovo.com) · Navigate to Premier ODT Premier Marketing Material

• On the Vault• On findit.lenovo.com

· Select Product Services Warranty Upsell Premier Support• Contact your global or regional Services marketing team• You and your customers can also find information at lenovo.com/premiersupport

What if my customer wants to upgrade to Premier Support?

The Lenovo sales representative should get the customer’s PC serial numbers and help facilitate the upgrade.

Can Lenovo offer a “lite” or reduced version of the service (e.g., partial reporting)?

Not for Premier Support. However, Lenovo offers custom professional services based on the particular needs of the customer.

Can we offer a free trial or a discounted period of 90 days to show customers the quality of the service?

Generally speaking, no. However, some regions offer limited pilot programs, varying in duration, with specific qualification criteria. Contact your regional Services sales leader for more information.

Can we offer Premier Support as a subscription service?

No.

Benefits and Positioning

What does the customer receive with Premier Support?

• Comprehensive hardware and software support• Direct access to advanced-level technicians and unscripted troubleshooting• Dedicated Premier phone support with no menus to navigate• A single technical point of contact to manage the case through to resolution (specific to the

case; not dedicated account management)• Next-business-day onsite labor• Priority access to available parts replacements (Premier Support customers receive back-

ordered parts first)• Quarterly reporting by request

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How does Premier Support differ from the standard warranty and basic support?

The standard warranty protects against manufacturer defects; basic support on this warranty includes call center access to L1 engineers and break/fix repairs with depot/carry-in service. Premier Support is Lenovo’s flagship support service experience for hardware and software that offers a higher level of support at all levels.

How does Premier Support differ from our business partners’ support offerings?

Premier Support is complementary to business partner support. Premier Support offers an escalation path for the business partners and/or customers for issues requiring deeper technical expertise or if there is a need to access Lenovo Technical Account Managers for issues requiring broader Lenovo support. Business partners can also leverage Premier Support benefits on behalf of their customers, such as getting prioritization on replacement parts. Lastly, business partners can monetize Lenovo’s Premier Support service, which in many cases may prove to be more profitable than their own support offerings.

How does Premier Support differ from our customers’ internal IT support?

63% of IT teams list their top challenges as lack of time and overburdened staff (US 2018 SMB Lenovo Managed Services Study). Premier Support gives customers direct access to another team of experts they can rely on to offload 1st- and 2nd-level employee support calls, freeing them for more strategic IT tasks. As technology advances and becomes more complex, IT problems become more complicated; even the most talented internal IT teams can get stuck. Premier Support addresses the more challenging hardware and software issues with direct tech-to-tech access and a single technical point of contact to manage cases through resolution. If replacements are needed, Lenovo provides next-business-day onsite labor and parts priority. Quarterly reports keep customers up to speed on their Lenovo support experience.

What if my customer has an internal IT team and does not want their end users calling Lenovo directly?

Premier Support is flexible; organizations can make it available directly to their employees or only to that customer’s IT department.

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Hardware and Software Support

What Lenovo hardware is covered with Premier Support?

Premier Support covers Lenovo’s line of Think products. Premier Support does not support IDG, mobile or DCG products. Note that DCG has a separate Premier Support offering that is different in scope and terms.

Does Premier Support cover non-Lenovo hardware?

No. Premier Support only covers Lenovo hardware.

What is included with Premier Support software assistance?

• Support of third-party operating systems and industry-standard end-user applications• Basic feature definition questions• Hotfix and patch assistance

What is NOT included with Premier Support software assistance?

• How-to or technical assistance for: · enterprise software applications · custom, industry-specific software · non-warranty spare parts and servicing

• Support for software that is not validated and tested for the Lenovo system• Step-by-step installation, reinstallation or configuration assistance• Performance or administrative assistance

What software does Premier Support cover?

• Adobe Standard• Adobe Photoshop• Blacktop Reader 2.0• Dropbox• Google Chrome OS• McAfee LiveSafe• Microsoft Office• Norton Antivirus• Norton Internet Security• Power DVD• Quickbooks• Red Hat Enterprise LINUX Workstation

• Roxio Creator• Skype• SUSE LINUX Desktop• Lenovo Companion• Lenovo Settings• Lenovo Utility• Lenovo ID• Lenovo APP Explorer• Lenovo Photo Master• Lenovo WRITEit• Lenovo Patch

What if my customer has some Lenovo hardware with Premier Support and some without?

Only Lenovo hardware with a Premier Support entitlement is covered (as verified by the system serial number). The customer may upgrade an existing installed base to Premier Support if:

• the device is under warranty, and • the customer has onsite service delivery

Note that the terms for the warranty and Premier Support must match.

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Case Management and Scope of Services

Is a Technical Account Manager assigned to all Premier Support cases?

No. The Premier Support technician determines when a case should be elevated, at which point a Technical Account Manager becomes involved.

What is end-to-end case management?

End-to-end case management ensures that Premier Support customers have a single point of contact to manage a case through resolution. If escalation is necessary, the Technical Account Manager will manage all Lenovo groups with whom the customer works. Note this is based on the case or incident and does not imply dedicated account management.

What reports are available to customers?

Reports include but are not limited to:• First-time fixes• Total repairs• Desktop repairs• Notebook repairs• Type of service• Onsite delivery data• Parts replacement

What is Lenovo’s Next Business Day Onsite service?

With Next Business Day Onsite, a technician will go onsite to a customer’s location. It is among the services provided by Premier Support when hardware and software issues cannot be resolved remotely. It is a delivery mechanism and is available in metropolitan areas.

Customer Access and Process

How does a customer find the Premier Support phone numbers?

• Visit support.lenovo.com• Select My Account (upper right) and sign in• Select Contact Us• Select Call for Premier Support• Select your country from the dropdown for the regional Premier Support phone number• If your customer has a Premier Support Asset tag, there will be a URL and a QR code printed

on it. This URL or QR code will direct them to the webpage with a listing of all the PremierSupport contact centers around the world.

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How do customers access Premier Support?

Customers can access Premier Support by phone or can submit an eTicket online. • To find a list of Premier Support phone numbers, follow the instructions above• To submit an eTicket:

· Visit support.lenovo.com · Select Contact Premier Support (upper right) · Under Contact Us, select Submit Premier eTicket · Complete the eTicket form · Click Submit and a Premier Support technician will call or email the customer

How do customers request reports?

Customers may call Premier Support to request reports.

What is the composition of the Premier Support call center staff?

Full-time Lenovo employees, who are based regionally, comprise the Premier Support call center staff. Staffing is adjusted to ensure minimal wait times.

How does Premier Support determine when to provide phone versus onsite repair support?

Premier Support commits to resolving a customer’s technical issue as quickly as possible. Often, phone support is the swiftest means to correct an issue and ensures the least amount of downtime. When an issue cannot be resolved remotely, Lenovo will dispatch technicians to a customer’s location.

What happens if the customer does not have Premier Support but calls the Premier support number?

The customer will be transferred to the standard support queue.

Can we sell customers a Premier Support upgrade when they call the Premier Support phone number?

No, customers cannot purchase Premier Support if they call the Premier Support phone number. Premier Support must be purchased with the hardware or contract. If a customer wishes to upgrade, direct them to a sales representative.

Can a customer purchase Premier Support with a base depot warranty?

No. Premier Support should be underpinned by Onsite Warranty—either as the base warranty or as uplift.

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