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LENOVOSERVICESEND-TO-ENDGUIDEFOR NA BUSINESS PARTNERS

LENOVO SERVICESOVERVIEW Executive Summary

The Lenovo Services portfolio brings end-to-end solutions that span the lifecycle of Lenovo customers’ systems, helping them maintain, protect, support, connect, manage and eventually, dispose of their end-of-life assets in an environmentally sound and cost-effective way.

Lenovo Services offer world-class services and support across all Lenovo products and market segments. Lenovo Services are available for both Think-branded as well as for idea- and Lenovo-branded hardware products.

The portfolio is divided into two main groups of tied and non-tied services. Tied services are linked to specific machines and are categorized by the machine family, along with its base warranty.

The base warranty service level is an integral part of the hardware specification and is not considered to be part of Services offerings portfolio. Base warranty cannot be downgraded; it can only be extended or upgraded. The maximum length of warranty extension is up to five years for Think-branded products and up to three years for Idea- and Lenovo-branded products.

Tied services are service offerings that are connected to specific hardware serial numbers and deliver upgrades or extensions to their base warranty terms. In order to get activated, tied services products such as warranty and protection services should be registered immediately after purchase. Registration ensures that customers get the service to which they are entitled. Service may not be provided until the service product is registered. Depending on the type of service, the registration is handled via online registration systems managed by the Lenovo Services Registration team. The registered service product is then recorded in the entitlement database accessible by Lenovo Authorized Service Partners.

Once the service is sold and registered, Lenovo Warranty Services are delivered by Lenovo and Lenovo’s network of certified Service Partners. Service availability and delivery details may vary by country.

Non-tied services are a set of professional services commonly referred to as enterprise services. Non-tied services are not bound to the machine serial number and can be sold across the hardware portfolio. These services include Lenovo Online Data Backup solution and Lenovo Transition Services such as Imaging, Asset Tagging, Laser Etching, Managed Deployment or Asset Recovery.

This category of services is aimed at medium to large customers, mainly as custom solutions and is designed specifically to meet the requirements of these customers. Non-tied services normally include Onsite or remote consultancy, Onsite preparation or special factory arrangements. The sales and delivery process for these `tailor-made` services is generally longer than for tied services.

All service offerings with standard part numbers are listed in the WAMO/SPL The WAMO/SP is updated on a regular basis (monthly or ad hoc for a new service product launch) and is available to Lenovo internal Sales, Lenovo Distributors and registered Lenovo Business Partners. The WAMO/SPL contains information including country availability, service compatibility, part numbers, and service description. The WAMO/SPL is available for download on the Lenovo Partner Network (LPN) under Services section. The file is protected against editing but the search and filter functions allow users to list relevant services and/or copy & paste them easily into quotations.

In addition, Lenovo Smart Find tool provides the easiest and fastest way to find compatible standard part number for Lenovo Services worldwide. It is available on public web so Business Partners and customers have fast and accurate access with no login required. www.smartfind.lenovo.com

Lenovo Services Solutions Center (SSC) provides instant pre-sales assistance on Services portfolio. The team can be contacted via email at https://lenovosupport.custhelp.com/app/AAQ .

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Lenovo Quick Pick

PROTECTION SERVICES

CONTENTS

CONTENTS

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LENOVO SERVICES OVERVIEW02 Executive Summary04 Guideline Intent

WARRANTY OVERVIEW05 Base Warranty06 Customer Replaceable Units0708

International Warranty Service and International Delivery

11 Standard Warranty Service Levels for Think ProductsStandard Warranty Service Levels for Lenovo and Idea

Branded Products

WARRANTY & SUPPORT SERVICES

12 Warranty Extensions & Upgrades14 Sealed Battery Warranty Service16 Priority Technical Support

18 Accidental Damage Protection20 Keep Your Drive22 Online Data Backup - Pooled Storage

TRANSITION SERVICES24 Factory Services26 Factory Services - Asset Tagging29 Deployment Automation Services

32 Managed Services

PRODUCT SPECIFIC SERVICES

34 Lenovo Services For ThinkStation Systems36 Lenovo Services For ThinkServer Systems

LENOVO SERVICES TOOLS & SYSTEMS

Dynamic Provisioning - Windows 10 & Lenovo ADS31

39 Lenovo Services Solutions Center40 Lenovo Services Registration

42 Frequently Asked Questions on Warranty

APPENDIX43 Document Version Control

Smart Find & Quote

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LENOVO SERVICESOVERVIEW

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Guideline Intent

We are pleased to present the new Lenovo Services End-to-End Guide. This document is for Lenovo Business and Lenovo Service Partners (Lenovo Partners) to explain the Lenovo Services products portfolio available in North America, from both sales and service delivery perspective.

The following pages describe each service offering in the same format: key features and benefits, segment and target audience of the offering, service availability, sales information and a description of how the service is delivered to the end customer.

It is important to note that this document will expand, evolve and change over time. Our intention is to deliver a useful content that addresses the everyday aspects of Lenovo Services related inquires. We encourage you to share your feedback with us. Your contribution will help us improve and expand our service. Together we will make a difference and keep things moving forward. Because life rewards those who never stand still.

WARRANTY OVERVIEW

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Base Warranty

All Lenovo hardware products are delivered with a base warranty which is an integral part of the system specification. Lenovo provides customers with a manufacturer’s warranty against faulty workmanship or defective parts, provided the product is used normally. The length and service level are specified for each machine type model and cannot be downgraded.

The base warranty period starts one day after the build date. The base warranty and date can be changed upon request and with proof of purchase*. The base warranty covers parts and labor for a given warranty period, mostly one or three years for Think, and one year for Lenovo-branded products. The length of the warranty period extension or upgrade may be up to a maximum period of five years for Think, and three years for Idea and Lenovo-branded hardware. (Refer to the following paragraphs to see what exactly is covered and what is not covered under the base warranty.)

WHAT IS COVERED BY WARRANTY?Lenovo uses the highest quality components in the construction of our systems and equipment. Any fault that is found to be as a result of equipment failure under normal usage is covered by warranty. The Lenovo Statement of Limited Warranty provides a clear explanation of Lenovo obligations.

There are, however, some technology limitations which may require interpretation as to what constitutes a component fault.

*To get the dates changed, the change request must be addressed together with the proof of purchase via the following link: http://csp.lenovo.com/irj/portal/anonymous/selfregistration.

WHAT IS NOT COVERED BY WARRANTY?The warranty on Lenovo products does not cover the following:• Uninterrupted or error-free operation of a product• Loss of, or damage to data• Any software programmes, whether provided with the product or installed

subsequently• Damage resulting from misuse, accident, modification, unsuitable physical

or operating environment, natural disasters, power surges or improper maintenance by the end user

• Third-party products, including those that Lenovo may procure and provide with or integrate into the Lenovo product at your customer’s request

• Any technical or other support, such as assistance with ‘how-to’ questions and those regarding product set-up and installation

• The removal or alteration of identification labels on the product or its parts• LCD panel getting cracked from the application of excessive force, or from

being dropped• Scratched (cosmetic) parts• Distortion, deformation or discolouration of the cosmetic parts• Plastic parts, latches, pins or connectors that have been cracked or broken

by excessive force• Damage caused by liquid spilled into the system• Damage caused by the improper insertion of a PC Card or the installation of

an incompatible card• Improper disc insertion or use of an optical drive• Diskette drive damage caused by pressure on the diskette drive cover,

foreign material in the drive or the insertion of a diskette with multiple labels• Damaged or bent diskette eject button• Fuses blown by attachment of a non supported device• Forgotten computer password (making the computer unusable)• Sticky keys caused by spilling liquid onto the keyboard• Use of an incorrect AC adapter to connect the notebook• Stylus

http://csp.lenovo.com/irj/portal/anonymous/selfregistration

WARRANTY OVERVIEW

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Customer Replaceable Units

Under Customer Replaceable Unit (CRU) Service, the Service Provider will ship CRUs to your customers for them to install. CRU information and replacement instructions are shipped with the product and are available from Lenovo at any time upon request.

CRUs that are easily installed by customer are called “Self-service CRUs”. “Optional-service CRUs “are CRUs that may require some technical skill and tools. Installation of Self-service CRUs is your customer`s responsibility. They may request that a Service Provider install Optional-service CRUs under one of the other types of warranty service designated for the product.

A warranty upgrade may be available for purchase from a Service Provider or Lenovo under which Self-service CRUs would be installed for your customer. This upgrade is called Tech Installed CRU.

A list of CRUs and their designation may be found in the publication that was shipped with the product or at www.lenovo.com/CRUs.

The requirement to return a defective CRU, if any, will be specified in the instructions shipped with a replacement CRU. When return is required: 1) return instructions, a prepaid return shipping label, and a container will beincluded with the replacement CRU; and

2) your customer may be charged for the replacement CRU if the Service Providerdoes not receive the defective CRU from the customer within thirty (30) days ofthe receipt of the replacement CRU .

WARRANTY OVERVIEW

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International Warranty Service and International DeliveryINTERNATIONAL WARRANTY SERVICE - PRE-SKYLAKE SYSTEMS International Warranty Service (IWS) enables customers who travel with or relocate any IWS-eligible Lenovo product to receive warranty service in any country where our products are sold and serviced. IWS-eligible machine types can be serviced by Lenovo or Lenovo Authorized Service Partners under the warranty service delivery method wherever the specific Lenovo product is sold and serviced.

The length of warranty service is based upon the originating country of purchase. However, the method of service provided (e.g. depot, customer carry-in repair, Onsite repair) in the servicing country may be different from the method provided in the country in which the machine was purchased. Service procedures may vary by country and some service and/or parts may not be available in all countries.

Some countries may have fees and restrictions that apply at the time of service. Certain countries may require additional documentation, such as proof of purchase or proof of proper importation, prior to performing IWS service. IWS eligibility is based on the machine type; however, certain countries may not have the capability of servicing all models of a particular machine type. IWS is eligible for Think branded systems only and can be verified at http://support.lenovo.com/us/en/iwslookupthink .

INTERNATIONAL WARRANTY SERVICESKYLAKE SYSTEMS AND BEYONDNew for 2015! Customers who make the Skylake transition get the extra advantage of International Coverage for onside delivery for no extra cost. Onsite Services are offered internationally when onsite Service is included in the base warranty or if it is included as an upgrade. This is a good reason for traveling / global users to purchase the new Lenovo products.

In addition, International Warranty Upgrades are available to extend Accidental Damage Protection, Keep Your Drive and Sealed Battery replacement services, globally. Note, the country must support the upgrade and the MT must have been previously announced in that country. Upgrades are available for Think brand products from 1yr to 5yrs.

It is important to note that the upgrade service must have been purchased (ADP, KYD, SBTY) in order to purchase the International Warranty Upgrade Service. Also, the upgrade terms (length) must match the warranty term (length).

http://support.lenovo.com/gb/en/iwslookupthink

http://support.lenovo.com/gb/en/iwslookupthink

WARRANTY OVERVIEW

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Standard Warranty Service Levels for Think Products

MAIL-IN SERVICEMail-in service covers all electrical parts and the product needs to be mailed-in to Lenovo depot repair facility for repair at customer`s risk and expense. It will be returned at Lenovo`s risk and expense, unless the Service Provider specifies otherwise.

This service level is available in France, Israel and UK.

DEPOT SERVICE Under Depot Service, the product will be repaired at a designated service center, with shipping paid by Lenovo. The customer is responsible for disconnecting the product and packing it in the provided shipping container to return the product to a designated service center.

This service level is available in Austria, Belgium, Canada, Denmark, Finland, Germany, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, and USA

EXPEDITED DEPOTThis service enhances Lenovo`s standard 7 - 10 business day depot service with a guaranteed faster depot repair.

Under Expedited Depot, Lenovo will guarantee that the customer has the repaired system back by the 3rd business day.

Expedited Depot uses the existing depot service model available in the particular country, i.e. Courier Collect and Return in Austria, Canada, Germany, and the USA.

ONSITE SERVICELenovo will perform an initial problem determination remotely. Your customer is requested to work with a Lenovo repair service representative during the problem determination and to do the checks that Lenovo may request. The aim of this exercise is to identify whether the problem resides with your customer’s Lenovo machine, other machines or various software loaded on the machine.

If the result of this determination exercise is that the checked Lenovo machine is failing and non functional, then a service technician will visit your customer’s location, unless the problem can be solved via a CRU or software/BIOS/microcode update.

The date and time for Onsite intervention will be mutually agreed upon. Lenovo will either repair or exchange the failing machine at your customer’s location and verify functionality. Your customer must provide a suitable working area, clean and well lit, to allow disassembling and reassembling of the Lenovo machine.

Some repairs may need to be completed at a service center. If so, the service provider will send the product to the service center at its expense and return the repaired or replaced product at its expense.

(continued on next page)

https://support.lenovo.com/us/en/documents/ht101058

https://support.lenovo.com/us/en/documents/ht101058

WARRANTY OVERVIEW

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Standard Warranty Service Levels for Think Products

ONSITE SERVICE WITH NEXT BUSINESS DAY RESPONSEIf the defect/problem in the product is covered by Lenovo product warranty and cannot be resolved over the telephone or through a CRU, a technician will be dispatched Onsite, typically the next business day.

The Next Business Day response time (NBD) is an average target and not a committed service level, neither for response time nor for problem resolution time.

Lenovo provides service during normal business hours (e.g. Monday to Friday 8:00 to 17:00), excluding public and national holidays. Calls received after 15:00 (local time) will require an additional business day for service dispatch.

ONSITE SERVICE WITH 4 HOUR RESPONSE 9X5If a problem with the product cannot be resolved via telephone, the product will be repaired or replaced at the customer`s location. After the customer follows the telephone problem determination, a service provider technician will be dispatched to the customer`s location. The technician should arrive within the response time objectives in the table below.

This Service is available during normal business hours, Monday through Friday, excluding holidays. This Service is only available in certain locations. Service areas may be found at http://www.lenovo.com/services_warranty/us/en/4-hour-activation-country-selector.html . Contact your Lenovo Sales Representative for details on availability.

Additional charges may apply outside a service provider`s normal service area. This Service is subject to availability of service parts. This Service and the location of the product must be activated with Lenovo.

If the customer changes the product`s location, they must update their location activation. Instructions for location activation can be found at www. lenovo.com/activation.

This Service may not be available for up to thirty (30) days after location activation.

Distance from Lenovo support hub / Service response level:0-100 miles (0-160 km) / 4 hours - business hours100+ miles (160+ km) / Next Business Day

ONSITE SERVICE WITH 4 HOUR RESPONSE 24X7If a problem with the product cannot be resolved via telephone, the product will be repaired or replaced at the customer`s location. After the customer follows the telephone problem determination, a service provider technician will be dispatched to the customer`s location. The technician should arrive within the response time objectives in the table below on the right.

This Service is only available in certain locations. Service areas may be found at http://www.lenovo.com/services_warranty/us/en/4-hour-activation-country-selector.html. Contact your Lenovo Sales Representative for details on availability.

Additional charges may apply outside a service provider`s normal service area. This Service is subject to availability of service parts. This Service and the location of the product must be activated with Lenovo.

If the customer changes the product`s location, they must update their location activation. Instructions for location activation can be found at http://www.lenovo.com/services_warranty/us/en/4-hour-activation-country-selector.html.

This Service may not be available for up to thirty (30) days after location activation.

Distance from Lenovo support hub / Service response level:0-100 miles (0-160 km) / 4 hours - 24x7101-200 miles (161 km-320 km) / 8 hours - 24x7200+ miles (320+ km) / Next Business Day

The 4 Hour Response Services in both 9x5 and 24x7 windows are available for purchase as an upgrade on ThinkServers and selected ThinkStation systems. Please refer to the WAMO/SPL or contact your Lenovo Sales Representative for more information regarding the current availability.

www.lenovo.com/activation


WARRANTY OVERVIEW

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1. Remove the new monitor and replace it with the defective product using thesame box and packaging and2. Remove the pouch on top of the box and attach the return label found insidethe pouch, on top of the box.

Note: Your customers have 10 days to return the defective product. Failure to do so will result in customers being invoiced for the replacement unit. The replace-ment unit may not be new, but will have similar (or higher) specifications.

Standard Warranty Service Levels for Think ProductsTECHNICIAN INSTALLATION OF CUSTOMER REPLACEABLE UNITS (TECH INSTALL CRU)If a problem with the product may be remedied with a self-service CRU to replace an internal part, a service provider technician will be dispatched to the customer`s location according to the applicable service type to install the CRU. Replacement of external parts with a CRU remains the customer`s responsibility under the Lenovo Limited Warranty.

Advanced ExchangeThis type of warranty service is carried out for Lenovo monitors. With Advanced Exchange, customers log in a standard warranty call with the RepairCenter (or with a Lenovo Authorized Service Partners), undergoing the standard trouble-shooting. When the Repair Center or Lenovo Authorized Service Partners deem the product faulty and eligible for warranty, the shipment of a replacement unit is initiated. When the replacement unit is received, customers have to:

WARRANTY OVERVIEW

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Standard Warranty Service Levels for Lenovo and Idea Branded Products

Main-In Service Under Mail-in Service, the product will be repaired or exchanged at a designated service Center after it is delivered at the customer`s risk and expense. After the product has been repaired or exchanged, it will be delivered directly to the sender.

This service level is available in North America

DEPOT SERVICE Under Depot Service, the product will be repaired at a designated service center, with shipping at the expense of Lenovo. The customer is responsible for disconnecting the product and packing it to send in the product to a designated repair center. Following repair or exchange, the service provider will arrange for the PC to be delivered directly to the sender.

ONSITE SERVICELenovo will perform an initial problem determination by phone or remotely. Your customer is requested to work with a Lenovo service representative during the problem determination and to do the checks that Lenovo may request. The aim of this exercise is to identify whether the problem resides with your customer’s Lenovo machine, other machines or various software loaded on the machine.

If the result of this determination exercise is that the checked Lenovo machine is failing and non functional, then a service technician will visit your customer’s location, unless the problem can be solved via a CRU or software/BIOS/microcode update.

The date and time for Onsite intervention will be mutually agreed upon. Lenovo will repair the failing machine at your customer’s location and verify functionality. Your customer must provide a suitable working area, clean and well lit, to allow disassembling and reassembling of the Lenovo machine.

Some repairs may need to be completed at a service center. If so, the customer has to send in the product to the service center at its expense for repair (see Depot Service for reference).

Onsite is only offered to selected products and in case the warranty option “Onsite Service” was bought additionally.


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Warranty Extensions & Upgrades

WHAT IS IT?A wide variety of break-fix service offerings from Lenovo which upgrade the base warranty to a higher service level (see Lenovo Standard Warranty Service Levels section) and/or extend the term of the base warranty. They represent a group of flexible solutions to meet customer`s variable support needs and specific requirements of a PC refresh cycle:

• Warranty Extensions• Onsite Warranty Upgrades• Warranty Upgrade to Expedited Depot

Warranty Extensions and Upgrades can only be purchased before base war-ranty expires. The coverage duration starts from the system`s base warranty start date.

HARDWARE COMPATIBILITY• Warranty Extensions - all Think, Lenovo and Idea branded hardware• Onsite Warranty Upgrades* - ThinkPad notebooks, ThinkCentre desktops

and all-in-ones, ThinkStation workstations, ThinkServer systems, selectedLenovo and Idea branded notebooks, desktops and all-in-ones

• Warranty Upgrade to Expedited Depot - ThinkPad notebooks and tablets

Part numbers and prices are grouped by PC range and product`s base warranty. The compatibility details can be found in the WAMO/SPL.

KEY FEATURES

• Warranty Extensions are available for periods up to five years for the mostThink branded products and up to three years for Lenovo and Idea brandedproducts, giving customers a fixed-term, fixed-cost service solution

• Warranty Upgrades allow customers to vary the response time and level ofservice of their initial base warranty

• Expedited Depot enhances Lenovo`s standard 7 -10 business day depotservice with a guaranteed faster depot repair

* Some of the Think-branded products come with Onsite in their base warrantyservice entitlement. Onsite 4-Hour Response Services are covered separately in the`Product Specific Services` section.

BENEFITS FOR END USERS• Cost-effective repairs and downtimes that can occur after the base warranty

of systems expire• A well managed PC life cycle and consistent tech support that fits individual

business needs• Reducing operating expenses (OPEX), minimizing unplanned maintenance

expenses• Shorter downtime and high-quality after-sales technical support enabling

customers to maximize hardware availability and productivity• Global coverage - consistent service levels for multinational organizations• Customers who purchased Expedited Depot with Accidental Damage

Protection (ADP) will automatically receive Expedited Depot service for ADPrepairs

BENEFITS FOR BUSINESS PARTNERS• An extensive and flexible portfolio of services which are easy to sell• You customers can achieve maximum uptime and productivity when they

operate within mission critical environments or when there is zero tolerancefor downtime.

• You can Minimize your customer's unplanned maintenance expenses andreduce their operating expenses (OPEX) making you a valued partner

• High margin on Lenovo Services offerings (up to 45%)

SERVICE REGISTRATIONLenovo Services are registered online via Lenovo Registration Systems. Customers should retain their Service Registration and Confirmation e-mails as a record of their contract.

Customers need to register Lenovo Service in order to activate the service. This will avoid any further delay due to entitlement verifications. Failure to register will result in Lenovo following the base warranty service level and corresponding time period for delivery.

WHO DELIVERS THESE SERVICES?Lenovo Warranty Services are delivered through Lenovo Authorized Service Partners or IBM (via central call center).



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Warranty Extensions & Upgrades

HOW DOES THE USER ACCESS THESE SERVICES?If your customer experiences a problem covered by Lenovo Warranty Services, they can contact the nearest Lenovo Authorized Service Partner. Alternatively they can call 1-800-IBM-SERV for Think branded products or 1-877-4-Lenovo for Idea products.

Typically, service access times are 09:00 to 17:00 local time. The cut-off time to log a call for the Next Business Day response is 15:00 local time. For Carry-in (not available in NA), the standard turnaround time is 7-10 business days . Whereas for Onsite, in Western Europe it is generally Next business Day for ThinkPad units and Next/Second Business Day for ThinkCentre units. Note that these are targets and do not constitute resolution commitments. Expedited Depot repairs have a guaranteed turn around time 3 business days.

SERVICE AVAILABILITYCustomers can obtain the warranty service in their country of purchase or abroad (if eligible for International Warranty Service) by calling Lenovo. Local phone num-bers can be located at www.lenovo.com/support/phone.

PROBLEM DETERMINATIONProblem determination is performed with questions, tests or remote takeover tools. A case number is generated and the service is rendered either through the dispatch of a Customer Replaceable Unit (CRU), arranging for the return of the product for repair or arranging an Onsite visit.

The problem determination steps are:• Get machine serial number and machine type from your customer.• Validate warranty.• Make a note of information (name, address, and contact details) of your

customer.• Ensure your customer provides details of issue.• Technical support to ask questions to identify the issue.• Your customer may be asked to update drivers, Bios or disconnect

peripherals.• Remote take over may be initiated (for issues such as wireless, LCD panel or

power issues), provided your customer agrees.• Your customer can expect the problem determination to take place on the

first call, provided they take part in the problem determination process andhave all the pertinent information.

• A CRU part will be dispatched for easily replaceable parts such as powersupply, external keyboard, mice etc. even if entitlement is Onsite. If theresolution is more technical such as an LCD panel or motherboard, themachine will be sent to the service center or Onsite repair center.

SPECIAL NOTES / EXCLUSIONS (EXPEDITED DEPOT)Lenovo will not be responsible for meeting the Expedited Depot SLA under certain conditions: • The SLA clock does not begin until the day that the customer has sent their

broken machine to the logistics provider by the provider specified local cutoff time.

• The customer does not follow Lenovo instructions for sending a machine infor repair. For example, there is a system password and the customer hasnot provided the password on the instruction sheet.

• The system has customer induced damage and does not have AccidentalDamage Protection entitlement.

http://bplocator.lenovo.com

www.lenovo.com/support/phone




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Sealed Battery Warranty Service

WHAT IS IT?An extra set of warranty service offerings designed especially for sealed battery technology PCs. It can be bundled together with a warranty upgrade, Accidental Damage Protection and Keep Your Drive into one single service package.

HARDWARE COMPATIBILITY• ThinkPad notebooks with integrated (sealed) battery• ThinkPad tablets


KEY FEATURES• Sealed battery warranty extension from 1 to 3 years for notebooks and from

1 to 2 years for tablets, including one-time replacement by a Lenovo certifiiedtechnician in case a covered battery fails to meet the minimum performancestandard

• Can be bundled with a 3-year Depot warranty extension or a3-year Onsite Next Business Day warranty upgrade for ThinkPad notebooksand a 2-year Depot warranty extension for ThinkPad tablets

• Option of additional Accidental Damage Protection and Keep Your Drive fortotal peace of mind

BENEFITS FOR END USERS• Fast battery replacement provided by a qualified technician, which is

otherwise not covered by a limited 1-year warranty• Sealed Battery Warranty is offered at a low upfront cost, approximately one-

seventh that of a sealed battery replacement not covered by an extensionpolicy

• An Onsite servicing option that offers maximum system availability in case abattery replacement is required (available on ThinkPad notebooks only)

• Reduced hassle associated with budgeting for unplanned expenses andsystem unavailability

BENEFITS FOR BUSINESS PARTNERS• An extended services offer for the new sealed battery technology machines

from Lenovo• With a Sealed battery warranty service, your customers can be assured of an

effective and efficient battery replacement with Lenovo certified technicians• Customer satisfaction with both hardware and service guides to improved

long-term relationships and increase in repeat purchases

SEGMENT / TARGET AUDIENCESealed battery warranty is ideal for executives and small business owners where PC system availability is vital to daily business operations. It is also appropriate for customers with limited IT budgets who require reasonable and predictable IT expenses, where the unplanned expenses due to battery replacement may prove to be problematic.

SELLING INFORMATIONLenovo service offerings bundled with a sealed battery warranty have a standard part number and can be ordered through APOS/SAP in the same manner as Lenovo Products.

All valid part numbers are listed in the WAMO/SPL. The guide provides a cross reference list of Lenovo Services to applicable machine types. The compatibility is based upon machine type (MT) and base warranty. The service is activated via the same online registration process as standard Lenovo Services.

SERVICE REGISTRATIONLenovo service electronic and physical packs are registered online via Lenovo Registration Systems. Customers should retain their Service Registration and Confirmation e-mails as a record of their contract.



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Sealed Battery Warranty Service

Customers need to register Lenovo service electronic and physical packs in order to activate the service. This will avoid any further delay due to entitlement verifications. Failure to register will result in Lenovo following the base warranty service level and corresponding time period for delivery.

WHO DELIVERS THIS SERVICE?Sealed Battery Warranty Service is delivered through Lenovo Authorized Service Partners or IBM (via central call center).

HOW DOES THE USER ACCESS THIS SERVICE?With a non-CRU (Customer Replaceable Unit) battery, battery replacement will involve sending the machine to a repair center or Onsite servicing by a trained technician.

Customers can obtain the warranty service in their country of purchase or abroad if they purchase International Warranty Upgrade for Sealed Battery Warranty Service

SPECIAL NOTES / EXCLUSIONS

• The sealed battery is a non-CRU (Customer Replaceable Unit) battery forultra-thin products.

• The typical user experience is designed to be approximately 300 chargeand discharge cycles per year. This 1000 cycle battery is designed to lastover 3-years. However batteries degrade over time and variables such astemperature, usage and time affect battery life.

• Battery health thresholds are determined by Lenovo’s built-in batterydiagnostic tool that takes all these factors into consideration.

• A one-year base battery warranty is the standard norm regardless of thesystem`s warranty.


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Priority Technical Support

WHAT IS IT?Priority Technical Support is a service package designed for customers who want to bypass basic troubleshooting and experience shorter waiting times, reduced repair times and higher first- time fix rates.

HARDWARE COMPATIBILITY• Think branded desktops, notebooks, workstation and servers

KEY FEATURES• 24x7x365 support• Priority call routing• A dedicated phone number designated for Priority customers with less than a

two-minute call answering time• Access to technicians with advanced skills on Lenovo systems• Web-based call tracking enables tracking calls from submission to resolution• 3rd Party support on select software - ‘warm’ transfer from Lenovo helpdesk

to third-party, complete with knowledge transfer• Priority Technical Support is designed to augment the choice of warranty

service levels, including options for Onsite Next Business Day Service onselect models

BENEFITS FOR END USERS• Quicker speed of access to experts• Ensures support for employees and the operations team• Save time with a convenient single source for both hardware and software issues.• Technician-to-technician support with access to advanced level, highly skilled

technicians, who are specially trained on Lenovo systems, ensuring thehighest level of support and incident resolution

• Seamless software support. If the customer has support incidents onselected software that cannot be resolved by Lenovo’s skilled technicians,they will provide a third-party handoff to the appropriate software vendorhelpdesk, ensuring incident/knowledge transfer to get the problem solvedcorrectly and quickly*

• Support management tools for efficient service call monitoring from initiationto resolution. Your customer’s IT support staff can log in with a service ticketfrom anywhere via the web with full tracking and reporting capabilities

* Customers must have service contract with the software vendor. Service is limited tosoftware vendor`s service hours.

BENEFITS FOR BUSINESS PARTNERS• Additional solution - a chance to offer your customer a more comprehensive

support package• Fast response, call queues bypass, immediate access to advanced tech

support - higher customer satisfaction to improve long-term relationshipsand to increase repeat purchases

SEGMENT / TARGET AUDIENCEThis service is designed for customers who want fast response, simplicity, and enhanced support, minimizing the time they spend on break-fix issues. Priority Technical Support is suitable for your clientele that comprises large enterprise organizations, as well as SMBs with limited technical resources. It is also ideal for businesses with limited time, geographically dispersed employees, operations that are spread-out, multi-lingual employees, high IT dependency and worldwide operations.

SELLING INFORMATIONPriority Technical Support Services for PCs are available for purchase as standard part numbers; they are listed in the WAMO/SPL, providing a cross reference list of Lenovo Services to applicable machine types and base warranties.

SERVICE REGISTRATIONPriority Technical Support is aligned to a serial number and needs to be registered online via Lenovo Services Registration System. Customers should retain their Lenovo Services Registration and Confirmation e-mails as a record of their contract.



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Priority Technical Support

Customers need to register Priority Technical Support in order to activate the service. This will avoid any further delay due to entitlement verifications. Failure to register will result in Lenovo following the base warranty service level and corresponding time period for delivery.

WHO DELIVERS THIS SERVICE?The service is delivered by IBM enhanced technical support centers.

HOW DOES THE USER ACCESS THIS SERVICE?The prerequisite to accessing the service is to register the service against a machine. The registration email will carry the dedicated support phone numbers. To access the service, your customer simply needs to contact the Priority Technical Support hotline when they need assistance with that machine. Customers should contact their own local number.

Customers are always strongly advised to utilize the Lenovo Support to automatically carry out the necessary software/driver/microcode updates that may solve their problems immediately. If updates do not solve the problem, advise your customers to have their unit’s machine type, model and serial number handy, to quickly identify the unit and its features.

With Priority Technical Support, calls are typically answered in less than two minutes by a highly skilled technician. When Onsite intervention is necessary, Lenovo’s target is to offer a next business day turnaround in North America & Western Europe mainland territories.

SPECIAL NOTES / EXCLUSIONSPriority Technical Support itself does not cover the labor associated with repair.

Priority term must match the Warranty term.

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Accidental Damage Protection

WHAT IS IT?Accidental Damage Protection (ADP) belongs to the family of Lenovo Protection Services and complements Lenovo warranty services with the option of accidental damage protection for mobile systems. It is a coverage against unexpected IT expenses for repair or replacement of damaged hardware products caused by unintentional accidents.

HARDWARE COMPATIBILITY• ThinkPad notebooks and tablets• AIO, Tiny, Tiny-in-one• Idea and Lenovo branded notebooks, tablets and all-in-onesKEY FEATURES• ADP covers the labor & parts associated with repair• Full coverage for extensive repair (multiple repairs if needed) or replacement (if

repair is not possible)• Components such as CPU, hard disk drive, optical drive, LCD screen,

memory, keyboard, pointing device, integrated camera, etc. are covered• Those not covered include batteries , external peripherals and accessories

including, optional features not installed by Lenovo at the time of Productpurchase, external keyboards, mice, digitizer pens and styluses, cases andfolios, power cords and adapters, cradles, docking stations printers, scanner,external drives, software (preloaded or purchased separately), tape, disks,CDs, DVDs, film or other media, third-party products (those not bearing theLenovo logo), even if sold by Lenovo

• Covered typically are accidental drops, bumps, and structural failuresincurred under normal operating conditions or handling, including electricalsurges and damage to the integrated LCD screen

• ADP does not apply to theft or loss (including data), intentional fire, cosmeticor pre-existing damage, damage resulting from misuse, removal oralternation of parts or use under abnormal operating conditions

• ADP for AIO Desktops and Tiny is standard with Onsite. It is recommendedthat it be upgraded to Tech Install CRU.

• ADP for the Tiny-in-One is standard with exchange Service and it isrecommended that it be upgraded to onsite to complement the Tiny onsitedelivery

BENEFITS FOR END USERS• Peace of mind - ADP addresses unexpected IT expenses associated with

replacing of damaged equipment• Minimized downtime - convenient coverage in case of accidental damage

for labor, parts and full system replacement in cases when repair is not possible

• Reduced total cost of ownership with savings of 28% on average comparedto the cost of repair

• Service is provided by Lenovo and not a third-party party insurer so insteadof filling a claim customers can deal with Lenovo directly.

• Easy coverage of mobile users.

BENEFITS FOR BUSINESS PARNTERS• Quality Assurance - ADP is performed by Lenovo-trained technicians using

Lenovo-Qualified parts, reducing the need for re-repair• High margin on Lenovo Services offerings (up to 45%)• ADP helps your customers’ protect their investment• Single point of contact for your customers

SEGMENT / TARGET AUDIENCEADP targets customers working in mobile environment and customers concerned about the cost of repair.

SELLING INFORMATIONADP is available for purchase as a standalone service or in combination with warranty upgrades, warranty extensions and Keep Your Drive.



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Accidental Damage Protection

SERVICE REGISTRATIONADP is registered online via Lenovo Services Registration Systems. Customers should retain their Lenovo Services Registration and Confirmation e-mails as a record of their contract.

Customers need to register the service in order to access it. This will avoid any further delay due to entitlement verifications. Failure to register will result in Lenovo following the base warranty service level and corresponding time period for delivery.

WHO DELIVERS THE SERVICE?ADP is delivered through the Lenovo Authorized Service Partners or IBM, with over 20 call centers worldwide.

HOW DOES THE USER ACCESS THE SERVICE?The process of accessing ADP is the same as for Warranty service offerings. The customer can either contact a Lenovo Authorized Service Partners or call Lenovo Support desk. The process includes a problem determination in the same manner as for Warranty Services.

The map of Lenovo Authorized Services Partners is located at bplocator.lenovo. com. Local phone numbers for the Lenovo Support desk can be accessed at www.lenovo.com/support/phone.

Typically, service access times are 09:00 to 17:00 local time. The cut-off time to log a call for the Next Business Day response is 15:00 local time.

SPECIAL NOTES / EXCLUSIONSADP must be purchased within 90 days of the purchase of a new Lenovo system. Service term begins concurrently with the product warranty.

Limitation to one product replacement.

ADP claims on Think-branded tablets are limited to one claim per 12 months.

ADP is available in the country or region in which your customer purchased this service. ADP coverage can be extended internationally by purchasing the International Upgrade Service

DELIVERY OF NEXT BUSINESS DAY AND ONSITE WARRANTY REPAIR SERVICE WHEN ADP IS PURCHASEDIf the customer is entitled to Onsite warranty service under the Limited Lenovo Warranty, and the Service Provider determines the product can be repaired at the customer`s location, then the Service Provider will repair the product at the Customer`s location. Some repairs may need to be completed at a service Center. If so, the Service Provider will send the product to the service center, at its expense.

If an Onsite Warranty is purchased with ADP, Onsite service level repairs will be limited to LCD and non-customer replaceable keyboards. If the repair cannot be completed at the first onsite visit, then the system will be shipped to the service center to complete the repair. Onsite service level may not be available in all countries.

DELIVERY OF EXPEDITED DEPOT WHEN ADP IS PURCHASEDIf the customer purchased ADP in conjunction with Expedited Depot, and the Call Center determines through normal problem determination steps that a customer repair is entitled to ADP, then Expedited Depot service will also apply for valid ADP claims.

It is your customer’s responsibility to secure and backup all programs and other data on the machine before repairs begin, or a complete system replacement is made. Lenovo is not responsible for returning any data or programs to customers or restoring them onto a new PC.

Lenovo may determine that a unit covered by ADP Services is beyond economical repair. In this case, Lenovo may propose to replace the unit with one having identical or higher technical specifications, or to refund the unit.

Do advise your customers to have their unit’s machine type, model and serial number handy, to quickly identify Warranty entitlement and technical specifications. The warranty support teams will ask customers to perform tests in order to come to a reliable diagnosis and speed up resolution times: shorter time to order parts and quicker action plan for Customer Engineers if service is Onsite.




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Keep Your Drive

WHAT IS IT?Lenovo’s Keep Your Drive (KYD) presents a solution based Lenovo service option that complements Lenovo Protection Services. KYD allows customers to retain their hard disk drive or system disk in case it fails.

HARDWARE COMPATIBILITY• ThinkPad notebooks, ThinkCentre, ThinkStation and ThinkServer products

KEY FEATURES• Under the terms of Lenovo Limited Warranty, when Lenovo replaces a

defective part, that part becomes the property of Lenovo. If a hard disk drivefails and it is still covered under warranty, KYD allows customers to keep theold hard disk drive and hold on to business-sensitive data despite repairs,replacement or disposals

• Data security compliance and risks mitigation – KYD helps customers complywith data privacy and data retention requirements, thereby helping to mitigatecivil liability risks

• Coverage continues for the duration of system limited warranty, even if harddrive has been replaced

• KYD covers multiple drives in a system and multiple failure

BENEFITS FOR END USERS• Predictable Budgets - the service provides predictable upfront costs versus

finding budget in the event of drive failure• Data under control - by keeping failed hard disk drives in-house, your

customers can decide how and when to dispose off data, on their terms• Ensured compliance with current data privacy and retention requirements• Mitigates the potential of civil liability risks• Eliminates the need for tracking failed drives in transit, giving IT staff the time

to concentrate on mission-critical business activities

BENEFITS FOR BUSINESS PARNTERS• KYD option widens the portfolio of Lenovo Services, which offers customers

a reliable single-source solution

• High margin on Lenovo Services offerings (up to 45%)• KYD helps you protect your customers’ investment• Local language support

SEGMENT / TARGET AUDIENCEThe service is advisable wherever protecting critical data is important to your customer’s business. KYD is available for Think-branded hardware, across all segments and business models. It is most valuable for public sector, finance, retail, and legal businesses.

SELLING INFORMATIONKYD can be purchased as a standalone service or in a combination with other Services

All valid part numbers are listed in the WAMO/SPL, providing a cross reference list of Lenovo Services to applicable machine types and base warranties.

SERVICE REGISTRATIONKYD is registered online via Lenovo Services Registration Systems. Customers should retain their Lenovo Services Registration and Confirmation e-mails as a record of their contract.

Customers need to register the service in order to access it. This will avoid any further delay due to entitlement verifications. Failure to register will result in Lenovo following the base warranty service level and corresponding time period for delivery.


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Keep Your Drive

WHO DELIVERS THE SERVICE?KYD is delivered through the Lenovo Authorized Service Partners or IBM, with over 20 call centers worldwide.

HOW DOES THE USER ACCESS THE SERVICE?The process of accessing KYD is the same as for Warranty service offerings. The customer can either contact a Lenovo Authorized Service Partners or call Lenovo Support desk. The process includes a problem determination in the same manner as for Warranty Services.

The map of Lenovo Authorized Services Partners is located at bplocator.lenovo. com. Local phone numbers for the Lenovo Support desk can be accessed at www.lenovo.com/support/phone.

Typically, service access times are 09:00 to 17:00 local time. The cut-off time to log a call for the Next Business Day response is 15:00 local time.

SPECIAL NOTES / EXCLUSIONSKYD service is available at the time of system purchase and during any period of warranty coverage.

KYD is available in the country or region in which your customer purchased this service. KYD can be extended internationally by purchasing the International Upgrade Service

Do advise your customers to have their unit’s machine type, model and serial number handy, to quickly identify Warranty entitlement and technical specifications. The warranty support teams will ask customers to perform tests in order to come to a reliable diagnosis and speed up resolution times: shorter time to order parts and quicker action plan for Customer Engineers.


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Online Data Backup - Pooled Storage

WHAT IS IT?It’s a Lenovo-branded, easy-to-use, automatic online backup and recovery software solution powered by Mozy-by-EMC. Online Data Backup - Lenovo’s online data backup is a pooled storage offering. Organizations & User Groups can share a pool of storage without the administrator assigning storage to a specific user(s)Pooled Storage stores data off-site in secure locations. It safeguards business data from accidents, operating system and application errors, hard drive failures and other unexpected risks with a secure, online solution for data protection.

OLDB EE STORAGE OPTIONS• 1 yr term for 250 GB to 10 TB of storage for PC's or Servers

BILLABLE PROFESSIONAL SERVICES• Admin Training 8 HR• Admin Training 4 HR• Activate & Test• Basic Setup and Test• Level 1 Support Training• Federated ID – Single sign on

HARDWARE COMPATIBILITY

• All Think, Idea and Lenovo branded systems• Non-Lenovo branded hardware

KEY FEATURES• Simple to use -New! Admins no longer need to manage user licenses• Sync functionality - New! Users can now access data from any device• Single sign-on (optional) – New! Automatically triggers user creation from a• Federated Identity provider (like Active Directory)• World-class security for peace of mind - data is encrypted using 256-bit AES

enterprise grade encryption for private encryption key and data storage. It isthen transmitted to secure data centers using 128-bit SSL encryption, whichis the same used for online banking.

• Command and Control - the multi-tenant web-based administrative consoleprovides easy account management, allowing your customer to either selectpre-configured backup and recovery settings or customize them. Noadditional hardware is required.

• Capacity and Bandwidth Optimization for Enterprise Class Performance- data de-duplication for a convenient work with document versions andBackup Bandwidth Control for subsequent backups with little or no systemimpact..

BENEFITS FOR END USERSData Security:• 256-bit AES for private encryption key for data storage and 128-bit SSL

encryption for data transport to data centres with SAS 70 Type I or Type IIcertifications.

Performance:• Near Continuous Data Protection – Lenovo Online Backup automatically

detects and backs up new and changed files every two hours.• Automatic or scheduled backup – your customer tells Lenovo Online Backup

when to perform their backups. Automatic is the simplest method in whichbackups are performed while the computer is not in use. Scheduled backupscan be performed daily or weekly at a specified time of day.

• Block level incremental backups – Saves bandwidth and ensures that futurebackups are lightning fast.

• Bandwidth throttling – Lenovo Online Backup can use more or less ofyour customer’s upload bandwidth so other higher priority services can rununimpeded.

Ease of Use:• Version (snapshot) support – Users have the option of restoring from multiple

file versions up to 30 days in the past.• Network Drive support – The ability to back up networked or mapped drives.• Open/locked file support – No need to close files in order to back them up.

Lenovo Online Backup backs up all open and locked files, including OutlookPST files.

• Easy-to-use interface – Designed with the ‘non-tech-savvy’ user in mind. It’sas simple as selecting the files to back up, scheduling the times and lettingLenovo Online Backup do the rest.

• Pre-built backup sets – For the most common file types. Advanced usersmay edit existing backup sets or create their own.

BENEFITS FOR BUSINESS PARNTERS• OLDB Pooled Storage option widens the portfolio of Lenovo Services, which

offers customers a reliable single-source solution• Revenue recognition for the opportunities brought in and for license renewals• Sales and technical consultation done on your behalf


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Online Data Backup - Pooled Storage

SEGMENT / TARGET AUDIENCEOLDB Pooled Storage is advisable for any organization where business critical data storage and security is important, from small and medium businesses to large enterprises or global companies. OLDB can also be sold indirectly via channel Business Partners. Your Sales Representative will work with you to craft the specific offering.

SELLING INFORMATIONThe Business Partner identifies the opportunity, qualifies the potential customer with the help of the Lenovo Sales Representative. The team will take over the technical consulting lead on behalf of the Business Partner and define the online data backup solution. As the deal concludes, you will be contacted. When the order has been received, you will get your entire revenue recognition for the quarter. Additionally, if your customer renews their licenses, you will be paid on the renewal revenue as well.

SERVICE AVAILABILITYOLDB is available across NA & EMEA. The support is provided in English (24x7), French and German (during the core EMEA hours).

SERVICE REGISTRATIONNon applicable, it is a purchase order based service.

WHO DELIVERS THE SERVICE?Lenovo partnering with Mozy-by- EMC, the industry leader in data security and storage.

HOW DOES THE USER ACCESS THE SERVICE?The Lenovo Online Backup software is downloaded from the web. It does not require any additional hardware. Users can access their data from anywhere in the world with the option of owning their personal encryption key for an added layer of security.

SPECIAL NOTES / EXCLUSIONSOLDB EE Free Pilot for 30 days is available. It’s fully free-of-charge ‘TRY&BUY’ offer including 10 free OLDB EE licenses, 100GB storage, pilot kick-off call (30 min) and admin console training call (30 min). For help and assistance get in touch with the Lenovo Sales Representative.

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Factory Services

WHAT IS IT?Lenovo`s Factory Services allows customers to leverage the scope and scale of Lenovo`s manufacturing capabilities to tailor their systems to their unique specifications including, applying asset tags, creating and loading a custom image, First Boot Services, creating and including customized documents in the shipping box, encrypting drives and BIOS customization.

Making our factory line, your customer`s factory line saves time on tasks otherwise done after the systems arrive, onsite. Performing this function at time of manufacturing (first stage) saves significant time and expense compared to applying customizations at a staging facility or in-house. Factory integration provides consistency and reduces time required to deploy new systems.

• Imaging Services• Encryption• First Boot Services (See Deployment Automation Section)• Drop-in-Box• Custom BIOS & Intel vPro• Laser Etching• Asset Tagging

HARDWARE COMPATIBILITY• Imaging Services - all systems, even non-Lenovo (service type dependant)• First Boot Services - think branded systems• Asset Tagging - Think branded systems• Laser Etching - ThinkPad T and X Series

BENEFITS FOR END USERS• Imaging Services - technician and deployment time reduction• Encryption - company sensitive data security• Drop-In-Box - customized messaging option with immediate visibility• Laser Etching - theft protection and company promotion• Asset Tagging - PC protection and tracking ability

BENEFITS FOR BUSINESS PARTNERS• High added-value Services in your portfolio• Factory Services offer customers a reliable single-source solution and saves

time and expense.• May help avoid second stage services (shipping, time, and money)• High margin on Lenovo Services

SEGMENT / TARGET AUDIENCEAny customer ordering >99 Think PC Devices. (Check with you Sales Representative for more information)

SELLING INFORMATIONThe Services Solutions Center will assist and advise on the right solutions, based on the specific requirement. The team can be contacted at [email protected].

FORMATCustom solution

SERVICE AVAILABILITYWorldwide

SERVICE REGISTRATIONNon applicable (continued on next page)

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Factory Services

IMAGING SERVICESStandard Image Load - our manufacturing facility can automatically load your customer`s certified image on their hardware during manufacture. Lenovo will load the customer's image as-is or we can verify the image to ensure the it will deploy properly in manufacturing, without issues.

Image Validation - comprising more than 150 tests, Lenovo has a complete test environment to verify your customer's image is ready for deployment - on request

Image Migration to new operating systems, and new hardware platforms. This includes but not limited to complete minor updates / modifications, based on schedule, events, or periodic requests, loading supplied applications, scripts, supplied sysprep changes, driver changes, updates also migrate images for non-Lenovo platforms. Excludes Lenovo scripting.

Image Creation to customers requirements, this solution will then be loaded in our manufacturing facility. Customer must provide the operating system install source files, unless the image will be created from a Lenovo Preload.

ENCRYPTIONFactory-enabled security for anti-theft and hard drive passwords. For those customers deploying full drive encryption, Lenovo can also pre-encrypt the drive, eliminating the multiple hours wait required when full drive encryption is deployed.

DROP-IN-BOXLenovo can insert custom documentation in the factory into each system box we ship. This could be a greeting to the end user or could even be used to give deployment steps to enable user to follow the instructions and deploy their own system. This can greatly reduce the engineering costs related to PC deployment, up to 20 pages of documentation can be added to each system box.

CUSTOM BIOS By using Lenovo’s Imaging Technology Center’s (ITC) Custom BIOS standard service, customers have the option of customizing each setting in the BIOS. Examples are supervisor passwords, boot order, port settings, device settings, etc. The ITC will capture custom BIOS requirements, as defined by our customers, and send a special file to manufacturing so that it can be deployed on our customer's systems along with their custom image.

CUSTOM vPRO SETTINGSLenovo offers a broad set of Intel® ME 9.x firmware parameter customization options. With these customization options, Lenovo can configure any of the offered ME firmware parameters in accordance to our customers' preferences during our manufacturing processes

LASER ETCHINGLaser technology will vaporize the surface finish exposing the substrate below, creating a black, gray and/or white image. The content can include a logo, wording and sequential numbers. It is also possible to use different etching strengths based on the needs of your customer. See the picture below for your reference. Note, not all model are supported.

ASSET TAGGINGPhysical, unique labeling of PC devices, designed to meet your customer`s specific organization inventory management requirements. It ensures the Pcs are protected and traceable right out of the box. (see the next chapter for more information regarding Asset Tagging)

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Factory Services - Asset Tagging

WHAT IS IT?Asset Tag is a physical, unique customized labeling of PC devices, designed to meet specific organization inventory management requirements. It ensures your PCs are protected & traceable right out of the box.

HARDWARE COMPATIBILITY• All Lenovo Think branded systems• In addtion, Standalone Asset Tag - all Think, Idea and Lenovo branded

systems, non Lenovo PC`s, monitors and accessories (e.g. docking stations)

KEY FEATURES• Physical System Tag (including Bar-coding of data)• Carton Label (even if the no system physical tag requested)• BIOS (Electronic)• Report (only supports bar-coded values applied to the system)

EXAMPLES OF INFORMATION WHICH CAN BE PREDEFINED• Asset Number (Range, Prefix)• MTM,• Serial Number• PO Number• Mac Addresses• Text• Graphics or Logos• QR (2D bar coding)

BENEFITS FOR END USERS• Lenovo factory asset tagging offers more unified and efficient approach over

applying tags manually in the field• Increased management system efficiency by capturing and tracking detailed

asset information• Enabling asset information to be imported into the customer`s Asset

Management System• Deter theft by using customised Asset Tags• Optional barcodes allow for quick and accurate tracking

BENEFITS FOR BUSINESS PARTNERS• High added-value Services in your portfolio• Customer Satisfaction - Asset Tag done in factory offers customers a reliable

single-source solution, saves time and expense• High margin on Lenovo Services

SEGMENT / TARGET AUDIENCEAny customer ordering a reasonable volume of PC Devices.

SELLING INFORMATIONBusiness Partners can tailor the customer requests by contacting their respective Lenovo Representative. The Services Solutions Center will assist and advise on the right solutions, based on the specific requirement. The team can be contacted at [email protected]



SERVICE REGISTRATIONNon applicable


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ESSENTIAL ASSET TAGSThe default Lenovo black joint machine model type (MTM) and serial number (S/N) barcode helps to ease customer`s management and deployment of their systems.

This static (non customizable) tag comes in one size and contains also the Lenovo support site QR code. This makes it the fastest factory service as no VAO GEO and Engineering Lab is needed.

Essential Asset Tag (Example)

STANDARD AND ENHANCED ASSET TAGSOffered on our Think PC Products out of production, these are fully customizable offerings and include features like: tag number in BIOS, carton labels, PO number for direct customers, logos, QR code and more.

Standard Asset Tag (Example)

Enhanced Asset Tag (Example)

STAND ALONE ASSET TAGSThis option offers a different level of flexibility, because it does not ship with the hardware. Units are tagged in the field (already shipped) and would need to be applied onsite either by the customer or through a business partner after the units have been shipped.

By tagging units already deployed in the field, customers can standardize their entire PC estate for greater control and manageability; including Idea/Lenovo branded PC`s, non Lenovo PC’s, monitors and accessories like docking stations.

CUSTOMER SUPPLIED ASSET TAGSIn addition to the above selection, Lenovo can also support Asset Tags supplied by the customer. The program follows the run rules outlined below:

• Customer provides pre-printed asset tags to Lenovo• Lenovo applies the Asset Tags to their PC in manufacturing• Asset Tag Reports available if requested by the customer• Asset Tag Reports will contain customer asset tag numbers only if they are

bar-coded• Customer supplied asset tags are considered an Enhanced Asset Tag• The SLA times for customer shipments may be delayed given label handling

overhead• It should be noted that 98% of customer requirements can be fulfilled with a

Lenovo printed Asset Tag at a lower price point

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ASSET TAG CAPABILITY OVERVIEW

Tags only come in Black & WhitePO Numbers only supported for direct customers

* Sales teams responsibility to generate reports** If a report is provided by sales matching, Serial Number, MTM & Range/Warranty*** Excluding CRM, Pricing & Specials BIDs Processing time

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Deployment Automation Services

WHAT IS IT?Deployment Automation gives the ability to automate manual deployment tasks required to configure a PC for an end user, automation examples can include Domain authentication/joining, user data migration during deployment, computer renaming etc. This can greatly reduce deployment times and costs. The capabilities we offer work together to significantly improve deployment time and IT standardization, while reducing technician touch time and solution complexity:

• Smart Image• Advanced Deployment Services• First Boot Services

HARDWARE COMPATIBILITY• Think-branded products

BENEFITS FOR END USERS• Smart Image - eliminates the need to manage multiple images and ensures

compatibility across multiple hardware platforms• Advanced Deployment (user self-install) - per system basis customization

improves productivity and employee satisfaction• First Boot - done on the manufacturing line saves time, resources and cost

BENEFITS FOR BUSINESS PARTNERS• High added-value Services in your portfolio• Deployment Automation offer customers a reliable single-source solution,

saves time and expense

SEGMENT / TARGET AUDIENCEAny customer ordering a >99 of Think PC Devices. Ask your Sales Representative for more information.





SMART IMAGELenovo`s Smart Image Service ensures compatibility across multiple Lenovo-based hardware platforms, enabling hardware independence and eliminating the need to manage multiple images. This enables the customer to build a single image without needing to focus on Lenovo drivers.

• Combines Lenovo hardware and customer`s or Lenovo created image into asingle dynamic solution

• Smart Image can be added in a matter of days, it`s quick, easy and effective

Your customer`s image is supplied with drivers staged for steady state deployments, including full verification (upon request) to retain quality. The solution is network, service partition, USB, and DVD deployable.

ADVANCED DEPLOYMENT SERVICESAfter an image is restored to a system, a great deal of technician time is typically required to complete configuration. Lenovo’s Advanced Deployment Service (ADS) is a customizable installation wizard that intuitively automates the PC deployment process from within the image.

By automating desk-side configuration and data migration within the image preload at manufacturing, ADS can reduce technician touch-time to a few minutes or zero. This results in greater productivity, and enables IT staff to concentrate on business critical issues.

• Customer's can supply their own images or Lenovo’s ITC can develop• Complete automation of manual install steps when systems are first

deployed• Customization on a per user/system basis• End-User based final deployment/configuration is achievable• Improved desk-side deployment times/accuracy


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Deployment Automation Services

FIRST BOOT SERVICESThe process of creating and loading an image includes tasks that must be completed before a technician or end-user canuse a PC. For example:

• Run Microsoft® Sysprep process• Common applications that must be installed per PC/UserAntivirus, LANDesk,

SCCM, etc.• Encryption of a hard drive

PC deployment times are increased because this initial process must be completed before final configuration of the PC can take place. In fact, it can often take 1 to 2 hours to boot each new PC and customize it for a given environment or user.

Lenovo’s First Boot Service (FBS) can streamline this effort for any image type. FBS takes all the unattended first boot time and pulls the work into Lenovo manufacturing. As a result, your customer saves valuable time, resources and cost in the initial deployment process.

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Dynamic Provisioning - Windows 10 & Lenovo ADS

WHAT IS IT?It is important that an organization understand the different ways they may provision new and re-purposed systems for their employees. There are three primary business decisions an organization must consider when upgrading to Windows 10 or when provisioning new systems:

Preparedness - Determine application readiness and re-mediate legacy apps

Configuration - The image must be built and loaded onto the system. WIN 10 Provisioning can start the process and ADS can be used to complete it or do it all

Deployment - Installation, changes, data backup, project management, communications & training, EOL asset value recovery

Windows 10 provisioning may be enhanced with Lenovo Advanced Deployment Services. Here's how:

BENEFITS FOR BUSINESS PARTNERSLenovo Services complement your portfolio and give you additional opportunities for revenue with the flexibility of offering more comprehensive solutions. You can offer consolidated support for image build/load , application remediation, and end-to-end deployment with fast and dependable results.

Leveraging Lenovo’s existing support infrastructure, without any additional investment in personnel or technology, you can provide a higher level of service and support to your customers. This is your chance to strengthen your relationship with your customers as a trusted advisor by providing an exceptional product with exceptional support.




KEY FEATURES• Wipe & Load - Lenovo can wipe the pre-installed image and load a custom

image, at the factory. Or, Lenovo can wipe the pre-installed image before itships to the end customer, enabling the customer to self-install the imageusing Windows 10 provisioning tools.

• Application Remediation• Advanced Deployment Services - Enhance the the Windows 10 provisioning

features

BENEFITS FOR END USERS

• Unnecessary pre-installed applications are removed• Ensure legacy applications are compatible with Windows 10• Install legacy applications by group & type of hardware• Migrate data automatically from the old to the new system

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Managed Services

WHAT IS IT?When considering the resources required to rollout servers, desktops, networking. mobil, and printing devices, large-scale deployments can be extremely complex and costly for many organizations. Lenovo`s Managed Services combine comprehensive project management with exceptional technical execution to address the unique needs of your customer:

• Managed Installation• Services & Technical Account Managers• Asset Recovery Services

HARDWARE COMPATIBILITY• All systems, even non-Lenovo

BENEFITS FOR END USERS• Fast and seamless integration• Improved cost control• Resource optimization - freeing the customer`s IT staff to focus on more

strategic business initiatives• Maximum convenience to minimize downtime - flexible scheduling options to

meet the needs of your customer`s business (weekday, weekend or after-hours installation to minimize interruption)

• Dedicated Project Manager works closely with the customer to ensuresuccessful initiation, planning, execution and completion of projects

BENEFITS FOR BUSINESS PARTNERS• High added-value Services in your portfolio• Managed Services offer customers a reliable single-source solution, saves

their time and expenses• Convenience - project management and technical support done on your

behalf by Lenovo Solution Architects• High margin on Lenovo Services

SEGMENT / TARGET AUDIENCEOrganizations facing rollouts and migrating to new systems.




MANAGED INSTALLATIONInternal PC deployments can be a time-intensive endeavor for IT and end-users. Partnering with Lenovo’s Managed Installation Services can ensure maximum productivity for your customer with minimal interruption and downtime. With standard and optional packages, we offer simple solutions for PC installation projects.

Dedicated project manager:

• Hardware inspection. Damage assessment, proper configuration• CPU and monitor installation (if applicable)• Local printer or remote printer set up• Join to company domain and migration of user settings and credentials• Removal of deployment-related trash• After-hours or weekend installation available

Optional Services:• Onsite Additional Peripheral Installation• Onsite Data Migration and application load• De-Installation• Redeployment


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Managed Services

SERVICES & TECHNICAL ACCOUNT MANAGERSLenovo’s professional Services Account Managers (SAM) and Technical Account Managers (TAM) embrace the challenge of finding and connecting the varied experts from within your customer`s organization and ours to provide guidance, drive service issue resolution, and report on valuable service usage data.

Hiring a Lenovo Services advocate to monitor the customer`s service activity and to ensure our issue resolution meets the customer`s Service Level Agreements enables them to maintain focus on their important projects. When an issue does arise, our highly responsive single point of contact for your customer knows exactly how to escalate the matter to achieve the fastest resolution.

Services Account Manager:• Single point of contact for services related escalations• Problem management• Reporting• Team meetings and customer visits

Technical Account Manager• Technical Services delivery focal point• Product support• Consistent communication development and maintenance• Work to Lenovo and the customer`s KPIs

ASSET RECOVERY SERVICESAsset Recovery Services (ARS) is a set of Lenovo managed services helping customers to recover the maximum value from their end-of-life equipment in a cost-effective and secure way. On top of simplifying the transition from old to new equipment, ARS mitigates environmental and data security risks associated with PC disposal.

Lenovo ARS is a cash-back solution for equipment on the basis of its remaining market value, yielding maximum value from aging assets and lowering total cost of ownership for your customers

Lenovo’s standard Asset Recovery Services includes:• Logistics and shipping services to pick up, package and securely transport

assets from client location• Processing services to receive, test and prepare equipment for resale• Recycling services to ensure proper disposal for obsolete equipment• Data destruction services to overwrite or destroy data for security purposes• Service delivery management provides a single point of contact and reporting• Certificates and validation of proper data destruction and environmentally

responsible recycling• Value recovery services to return value for re-marketable assets

Optional Asset Recovery Services available:• Discovery services to provide a current inventory of IT assets, either remote

or Onsite, with a value assessment• De-installation services to dismantle and move assets to a central area for

Onsite pick-up• Onsite data removal• Refurbish services to prepare assets for redeployment, donation, lease return

or employee sale• Quarantine services to hold assets for a specified time period to ensure all

data was migrated properly

Segment / Target Audience for Asset Recovery Service:Although any customer can benefit from Lenovo ARS, the primary targets are large organizations searching for secure, cost-effective and environmentally suitable solutions for technology asset disposition.

Typically, ARS customers are those who have a minimum of 500 units per year, a mixed brand environment, IT bandwidth constraints, other services that have already been outsourced or plans to purchase new hardware.

PRODUCTSPECIFIC SERVICES

34

Lenovo Services For ThinkStation Systems

WHAT IS IT?A comprehensive portfolio of services that supports the full lifecycle of Lenovo ThinkStation systems. A new revolutionary hardware design maximizes serviceability to ensure limited downtime and optimal productivity. With Lenovo`s best-in-class service offers and response times, your customer will get the most out of their IT investment.

Services available for ThinkStation systems: • Onsite Next Business Day Response warranty extensions• Warranty upgrade to 4 Hour Onsite Response Time 9x5• Warranty upgrade to 4 Hour Onsite Response Time 24x7• Technician Installation of Customer Replaceable Units• Keep Your Drive• Priority Technical Support• Online Data Backup• Factory Services• Asset Recovery Service

KEY FEATURES• Optimized design and best-in-class response for mission-critical repairs with

Warranty Services• Enterprise security and asset management with Keep Your Drive, Encryption

and Asset Tagging Services• Diagnostics with 24x7 access to advanced technicians with Priority Technical

Support• Streamlined deployment with Factory Integration and Deployment

Automation Services

BENEFITS FOR END USERS• Minimizing downtime with flexible tool-less / modular hardware design plus 4

Hour Service Response for fast, easy technical repair• Optimizing system and data protection with a comprehensive portfolio of

security related services• Maximizing serviceability and minimizing repair times with 24/7 direct access

to Level 2 technicians• Saving cost and time by automating mundane and time-intensive desk-side

tasks

BENEFITS FOR BUSINESS PARTNERSLenovo Services complement your portfolio and give you additional opportunities for revenue with the flexibility of offering more comprehensive solutions. You can offer a consolidated support for both workstation hardware and in-the-box software with fast and dependable results.


SELLING INFORMATIONLenovo Services for ThinkStations are entitled at the machine level/base warranty combination. There is a unique part number and price for each machine type/base warranty.

Lenovo Services for ThinkStation are available for purchase through the same Business Partners who sell the Lenovo ThinkStation products. The part numbers are listed in the WAMO/SPL, providing a cross reference list of Lenovo Services to machine types and base warranty.



35

Lenovo Services For ThinkStation Systems

SERVICE SUPPORT GEOGRAPHICAL COVERAGE4 Hour Response services for ThinkStation systems have clearly defined geographical coverage limitations. Customers, Business Partners, and Lenovo Representatives should access the 4 Hour Service Locator page to check if the planned ThinkStation location is in the supported area.

If customers purchase Lenovo ThinkStation Same Day Response Time offerings for locations that are not currently covered, Lenovo and/or the customer`s Lenovo Business Partner can arrange for a refund or replacement with an alternative service that covers the location of the Customer`s ThinkStation.

SERVICE REGISTRATIONLenovo Services are aligned to a machine type number and need to be registered online via Lenovo Registration System. Customers should retain their Lenovo Services Registration and Confirmation e-mails as a record of their contract.

Customers need to register their service in order to get activated. This will avoid any further delay due to entitlement verifications. Failure to register will result in Lenovo following the base warranty service level and corresponding time period for delivery.

THINKSTATION LOCATION ACTIVATION REQUIREMENTAll Lenovo 4 Hour Response service offerings require Customer Server Location Activation. To activate the location and find out more about this process please go to: www.lenovo.com/activation.

If customer fails to complete the ThinkStation location activation, the service level agreement provided may be affected. In order to perform the necessary inspection and activation procedures for the customer`s machine location for the 4 hour Response Service.

To activate the 4 Hour service, customers are required to fill in the form in order to identify their ThinkStation`s location. Accurate information is required to ensure a proper service fulfillment.

If customer changes the physical location of their ThinkStation, they must update their location with Lenovo by contacting the registration support at http://csp.lenovo.com/irj/portal/anonymous/selfregistration.

The ThinkStation Location Activation Web tool is only for customer who have already purchased the 4 Hour Response Service.

WHO DELIVERS THE SERVICE?Service is delivered by IBM enhanced technical support centers.

HOW DOES THE USER ACCESS THE SERVICE?The prerequisite to accessing the service is to register the service against a machine as well as have the location activated. The registration email will carry the dedicated support phone numbers.

With the Priority Technical Support purchased, your Customer simply needs to contact the Priority Support hotline when they need assistance with that machine.

With Priority Technical Support, calls are generally answered in less than 2 minutes by a highly skilled technician. When Onsite intervention is necessary, Lenovo’s response target is 4 hour 24x7, 4 hour 9x5 or next business day based on the service level agreement purchased.

Your customers should also be advised to have their unit’s machine type, model and serial number handy, to quickly identify warranty entitlement and technical specifications. The warranty support teams will ask your customers to perform tests in order to come to a reliable diagnosis and speed up resolution times.

SPECIAL NOTES / EXCLUSIONSThe 4 Hour Response services may not be available for up to thirty (30) days after initial location activation or location change.

The service availability and hardware compatibility of the 4 Hour Response service is subject to change. Please contact your Lenovo Representative for the latest information.




36

Lenovo Services For ThinkServer Systems

WHAT IS IT?Lenovo`s comprehensive portfolio of ThinkServer Services ensures a complete server solution for the mission-critical data and operations. It offers excellent investment protection, while ensuring the reliability and availability of the ThinkServer hardware.

Services available for ThinkServer systems: • Onsite Next Business Day Response warranty extensions• Warranty upgrade to 4 Hour Onsite Response Time 9x5• Warranty upgrade to 4 Hour Onsite Response Time 24x7• Technician Installation of Customer Replaceable Units• Keep Your Drive• Priority Technical Support• Online Data Backup• Imaging• Asset Tagging• Asset Recovery Service

KEY FEATURES• Response to mission-critical issues, 24 hours a day, 7 days a week, including

nights and weekends• Priority call routing with escalation management and call tracking• Expert image and asset management with Imaging, Asset Tagging and Asset

Recovery Services• Easy protection from data loss and downtime with Online Data Backup

BENEFITS FOR END USERS• Single source solution for Lenovo IT asset service and support• Lenovo Technicians know our servers better than anyone else and use

Lenovo Qualified replacement parts for maximum quality and efficiency• Flexible portfolio of best-in-class onsite options to ensure maximum uptime

BENEFITS FOR BUSINESS PARTNERSLenovo Services complement your portfolio and give you additional opportunities for revenue with the flexibility of offering more comprehensive solutions. You can offer a consolidated support for both server hardware and in-the-box software with fast and dependable results.


SELLING INFORMATIONLenovo Services for ThinkServer systems are entitled at the machine level/base warranty combination. There is a unique part number and price for each machine type/base warranty.

Lenovo Services for ThinkServers are available for purchase through the same Business Partners who sell the Lenovo ThinkServers products. The part numbers are listed in the WAMO/SPL, providing a cross reference list of Lenovo Services to machine types and base warranty.



37

Lenovo Services For ThinkServer Systems

SERVICE SUPPORT GEOGRAPHICAL COVERAGE4 Hour Response services for ThinkServers have clearly defined geographical coverage limitations. Customers, Business Partners, and Lenovo Representatives should access the 4 Hour Service Locator page to check if the planned ThinkServer location is in the supported area.

SERVICE REGISTRATIONLenovo Services are aligned to a machine type number and need to be registered online via Lenovo Registration System. Customers should retain their Lenovo Services Registration and Confirmation e-mails as a record of their contract.

Customers need to register their service in order to get activated. This will avoid any further delay due to entitlement verifications. Failure to register will result in Lenovo following the base warranty service level and corresponding time period for delivery.

THINKSERVER LOCATION ACTIVATION REQUIREMENTAll Lenovo 4 Hour Response service offerings require Customer Server Location Activation. To activate the location and find out more about this process please go to: www.lenovo.com/activation.

If customer fails to complete the ThinkServer location activation, the service level agreement provided may be affected. In order to perform the necessary inspection and activation procedures for the customer`s machine location for the 4 hour Response Service,

To activate the 4 Hour service, customers are required to fill in the form in order to identify their ThinkServer location. Accurate information is required to ensure a proper service fulfillment.

If customer changes the physical location of their ThinkServer, they must update their location with Lenovo by contacting the registration support at http://csp.lenovo.com/irj/portal/anonymous/selfregistration.

The ThinkServer Location Activation Web tool is only for customer who have already purchased the 4 Hour Response Service.

WHO DELIVERS THE SERVICE?Service is delivered by IBM enhanced technical support centers.

HOW DOES THE USER ACCESS THE SERVICE?The prerequisite to accessing the service is to register the service against a machine as well as have the location activated. The registration email will carry the dedicated support phone numbers.

With the Priority Technical Support purchased, your Customer simply needs to contact the Priority Support hotline when they need assistance with that machine.

With Priority Technical Support, calls are generally answered in less than 2 minutes by a highly skilled technician. When Onsite intervention is necessary, Lenovo’s response target is 4 hour 24x7, 4 hour 9x5 or next business day based on the service level agreement purchased.

Your customers should also be advised to have their unit’s machine type, model and serial number handy, to quickly identify warranty entitlement and technical specifications. The warranty support teams will ask your customers to perform tests in order to come to a reliable diagnosis and speed up resolution times.

SPECIAL NOTES / EXCLUSIONSThe 4 Hour Response services may not be available for up to thirty (30) days after initial location activation or location change.

The service availability and hardware compatibility of the 4 Hour Response service is subject to change. Please contact your Lenovo Representative for the latest information.

http://www.lenovo.com/services_warranty/uk/en/locator.html




38

Lenovo Services For ThinkServer Systems - Offering Details

4 HOUR ONSITE RESPONSE TIME IN 9x5 SERVICE WINDOW:Ensures rapid response to business critical ThinkServer hardware problems, with a cost effective service coverage window. Once the customer’s incident is registered with the Lenovo call center, an agent will troubleshoot the problem remotely. If it is determined that an onsite service visit is needed, a technician is dispatched to arrive at the customer’s location within 4 hours.

The response time (4hours) is counted during service window (9x5, Mondays till Fridays from 8 a.m. to 5 p.m. excluding public and national holidays). For example, if customer with 4hr 9x5 service reports an incident at 3:00 p.m. on Friday, Lenovo technician should arrive at customer’s location by 10:00 a.m. on the following Monday morning.

4 HOUR ONSITE RESPONSE TIME IN 24x7 SERVICE WINDOW:Customers can greatly benefit from fast response to their business critical issues with an exceptional service coverage window of 24-hour, seven day per week support. Once the customer’s incident is registered with the Lenovo call center, an agent will troubleshoot the customer problem remotely. If it is determined that an onsite visit in needed to resolve the problem, a technician is dispatched to arrive at the customer’s location within 4 hours.

The response time (4 hours) is measured during the round-the-clock service window (24x7). So for example, if a call is placed at 3:00 a.m. on Saturday morning, a technician will be onsite at the customer location by 7:00 a.m., the same day, Saturday morning.

WARRANTY EXTENSIONS:Lenovo ThinkServers come with either a one-year or three-year next business day onsite warranties. These warranties can be extended to three, four, or five years, up to a maximum coverage period of five years. If Lenovo determines the product problem is covered by the product warranty and cannot be resolved over the telephone, a technician will be dispatched to arrive on-site, typically the next business day, in major metropolitan areas. Calls received after 4:00 p.m. local time will require an additional business day for service dispatch.

Onsite service is available only in metropolitan areas, and next business day service is not guaranteed.

PRIORITY TECHNICAL SUPPORT: Lenovo’s Priority Technical Support Offering enhances our award-winning call center support to provide top priority queue assignment to specialized ThinkServer Technicians. Priority Technical Support accelerates call center troubleshooting to get the problems resolved quickly, and includes additional value added support for Lenovo provided software tools.

Priority Technical Support can be purchased standalone to match the ThinkServer`s base warranty or in convenient bundles with our same-day response services.

Priority Technical Support includes:• Priority call routing• Advanced level Technicians

KEEP YOUR DRIVE:Lenovo’s ThinkServer Keep Your Drive service ensures the customer`s data is always under their control. In the unlikely event of a hard drive failure, the customer retains possession of their hard drive while Lenovo replaces the failed drive part. The data stays safely on customer`s premises, in their hands.

Keep Your Drive can be purchased standalone to match the ThinkServer`s base warranty or in convenient bundles with our same-day response services.

LENOVO SERVICESTOOLS & SYSTEMS

39

Lenovo Smart Find & Quote Tool

WHAT IS IT?Lenovo`s online compatibility configurator provides easy and fastaccess to compatible part numbers for Lenovo Services.

•KEY FEATURES

• Load the MTM and (if necessary) select the base warranty• Automatically get Good, Better, Best Service recommendations• Or, customize your Services selection

TARGET AUDIENCESmart Find & Quote is designed for Lenovo employees, business partners and their customers.

SMART FIND AND QUOTE AVAILABILITYThe tool is available online at http://smartfind.lenovo.com/

• 24/7 availability to fast, easy Services part number lookup

KEY ADVANTAGES

www.lenovoquickpick.com

LENOVOSERVICESTOOLS & SYSTEMS

40

Lenovo Services Solutions Center

WHAT IS IT?Lenovo Services Solutions Center (SSC) is a dedicated team of Lenovo Services representatives who provide help and assistance in selling Lenovo Services offerings on multiple platforms.

WHAT KIND OF SERVICE DOES THE TEAM PROVIDE?The SSC is designed to provide pre-sales support on the Lenovo Services portfolio only.

TARGET AUDIENCEThe support is available to all business partners across NA.

WHAT`S IN SCOPE?The SSC team provides pre-sales information on the entire Services offerings portfolio including pricing, entitlement, offering validation, part numbers, service availability, service compatibility, enabling customer specific part numbers, maintenance of supported products list, new offerings, customer/sales deliverables, non-standard services solution development, support on non-tied services and more.

WHAT`S NOT IN SCOPE?The SSC provides support exclusively on Lenovo Services sales queries. Non services related questions (for example hardware), registration issues and complaints are not in the scope of the SSC.

SERVICE AVAILABILITYThe SSC operates from Monday – Friday, 9am - 5pm EST

HOW TO ACCESS THE SUPPORTThe SSC can be contacted at https://lenovosupport.custhelp.com/app/AAQ

SPECIAL NOTES / EXCLUSIONSThe SSC currently provides pre-sales support in English language only.

https://lenovosupport.custhelp.com/app/AAQ


41

Lenovo Services Registration

WHAT IS REGISTRATION?In order to activate the entitlement of a purchased service upgrade or extension, customers must register the service against their system serial number. Registration is carried out online at http://csp.lenovo.com/irj/portal/anonymous/selfregistration by following a few easy steps.

WHY REGISTER?Registration ensures that customers get the service to which they are entitled. Service cannot be provided until the service product is registered. The registered service product is recorded in the entitlement database accessible to the Lenovo Authorized Service Partner’s network. Once the service is sold and registered, Lenovo Warranty Services are delivered by Lenovo and Lenovo certified Authorized Service Partners.

WHO SHOULD REGISTER?Registration is the responsibility of your customers. Emails which include the authorization codes and registration instructions are sent to the email address specified in the order. If the email address is not the end user’s, it is your responsibility as a Business Partner to ensure that your customer receives the email or ensure that the service is registered.

COMMON REASONS WHY THE ONLINE REGISTRATION FAILS:1. The base warranty has already expired2. The service upgrade is not compatible with the machine type model3. Incorrect machine type (MT) or serial number entered in the registration system

SUPPORT AND ESCALATION PATHIf users have difficulties with the registration process or if the online registration fails they should raise a ticket with the Lenovo Registration Support team via this link: http://csp.lenovo.com/irj/portal/anonymous/selfregistration. They must ensure that the MT, serial number and authorization code are included in their ticket.




42

Frequently Asked Questions on Warranty

CHANGING THE BASE WARRANTY START DATE WITHOUT PURCHASING A WARRANTY EXTENSION OR UPGRADE

Q: Can the base warranty start date be changed to match the purchase date when no warranty upgrade has been purchased?

A: Yes. A customer should raise a ticket with the Lenovo Registration Support team via this link: http://csp.lenovo.com/irj/portal/anonymous/selfregistration Note, the warranty start date is the same as the system ship date from Lenovo. However, the warranty end-date can be pushed out to give the customer a full

term of coverage.

PURCHASING AND REGISTERING WARRANTY EXTENSIONS AND UPGRADES

Q: How does a customer contact the registration support team?

A: The team can be contacted at http://csp.lenovo.com/irj/portal/anonymous/selfregistration or by emailing [email protected]

Q: When and how can the warranty end-date be changed?A: If the registration takes place in less than 90 after the system left the factory, your customer can enter the purchase date of the hardware at the time of registration. (Note that this will be less than 90 days after the purchase date, because of the delay between leaving the factory and being sold. Your customer will not know the factory date, but will receive an error if they try to change the purchase date outside of the 90-day window. See below)

If the registration takes place more than 90 days after the system left the factory, your customer has to provide a proof of purchase to the registration team and the start date will be changed manually. (Note that this will be less than 90 days after the purchase date, because of the delay between leaving the factory and being sold. Your customer will not know the factory date, but will receive an error if they try to change the purchase date outside of the 90-day window. See below)

If the registration is being processed more than 90 days after the system left the factory and your customer tries to change the purchase date, they will see:

a) Registration System 1 (90 days for generally Think-branded products) - errormessage (status 2 - Purchase date difference, status 11- Out of warranty, status15 - Purchase date difference).

b) Registration System 2 (90 days for generally Idea/Lenovo-branded products)- registration will be processed but dates won’t be changed. Your customer willreceive a confirmation email with an error message saying Override not withinallowed range.

Q: When can a warranty upgrade be purchased and registered?A: A warranty upgrade can be purchased and registered at any time during the base warranty period. For example, if the base warranty is 1 year, the upgrade can be registered at any time during the first year. If the base warranty is 3 years, your customer has 3 years to register the upgrade. There is an exception. Accidental Damage Protection must be purchased within 90 days of the hardware purchase.

Q: When does the warranty upgrade or extension start?A: The upgrade or extension aligns withthe base warranty period. Note that extensions names describe the full warranty period. For example, a 4 year warranty upgrade means 4 total years of warranty coverage.

Q: Will a customer lose out by purchasing a warranty extension at either the beginning or end of the base warranty period?A: No. The extension period is the same, regardless of when the extension is purchased and registered.

Q: Will a customer lose out by purchasing a warranty upgrade (increased service level) at the end of the base warranty period?A: Your customer will receive the full extension period, but will lose the benefit of the increased service level for the time already expired. For example, if a customer purchases a 3-year Onsite upgrade for 1-year depot warranty at the end of the first year, they will get the full 2 years extension, but will only benefit from 2 years of the 3 years upgrade to Onsite. The first year will already be finished. Lenovo does not provide any discounts or concessions in this case.



APPENDIX

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Document Version Control

Document Title: Lenovo Services End-to-End Guide for North America Business Partners

Cleansheet Version and date: Version 2.0 Dec 2015

Owner: Lenovo NA Services Marketing

Contact: Lenovo Services [email protected]

Review Frequency: Annually or as change is needed

Change History:

• Version 1 - December 2015

Changes in this version:- Rev 2

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