





Services
Lenovo delivers an end-to-end portfolio of computer, storage and networking capabilities that seamlessly integrate and interoperate with any environment. Lenovo Services expertise offers reliability, security, high satisfaction and strategic relationships across every phase of the IT lifecycle and can help clients get the most from their technology investment.
DCG products:
X-series servers (system x)
ThinkSystem (ThinkServers)
OEM Storages
Service Availability
Onsite Support
Remote support
DCG Lenovo Services
Lenovo Part Number Services (Servicepac)
Lenovo Service Agreement (LSA)
DCG Service offerings
Warranty Extensions and Upgrades (WSU)
Post Warranty Services (PW)
DCG Extended Service Offerings
Enterprise Software Support (ESS)
Premier Support
Your Drive Your Data (YDYD)
Microcode Services
Lenovo Professional Services
Technical Account Manager Service (TAM)
DCG Service Levels
9/5 On-site Next Business Day (NBD)
9/5 On-site Same Business Day with 4hours response (SBD)
24/7 On-site Same Business Day with 4 hours response (SBD)
24/7 48 hours Committed Service Repair (CSR)
24/7 24 hours Committed Service Repair (CSR)
24/7 12 hours Committed Service Repair (CSR)
24/7 8 hours Committed Service Repair (CSR)
24/7 6 hours Committed Service Repair (CSR)
Lenovo offers a comprehensive portfolio of services that support the full HW lifecycle
Lenovo Services Agreement – LSA (Maintenance Contract)
Lenovo Service Agreement as known as LSCS, is a mass customised support agreement available in all countries. Support is provided by IBM in presence countries onsite support and delivered by a Tier 2 Business Partner in non-IBM presence countries remote support.
LSA Support
Service offerings
Additional Service Offerings
Lenovo Part Number Services (previously known as IBM ServicePac) is a portfolio of pre-packaged Lenovo Hardware and Software Support Offerings. It provides clients easy access to essential IT support services at an affordable price, and is suitable for customers of all sizes from consumers through to large corporate businesses. This service is onsite support and available in IBM presence countries only
Service Offerings
The duration of the warranty upgrade for the product will be from the purchase date until end date of the original base warranty period. This service must be purchased and registered during the productâs original base warranty period.
Can only be activated if machine is still covered by its basic warranty
Warranty Service Upgrade & Post Warranty (M)
Warranty extension or upgrade can be purchased and activated only if the warranty upgrade was purchased and registered during the machineâs initial base warranty period Post warranty service can be purchased any time after warranty has ended if machine is working well as determined by Lenovo
Preconfigured Support Levels Offerings
1. Foundation
The Foundation support level provides:
2. Essential
The Essential support level includes all the benefits of Foundation services, plus 4-hour on-site response, 24 hours per day, 7 days per week:
3. Advanced
Maximise uptime for mission-critical applications and workloads. The Advanced support level includes all the benefits of Essential services:
Customer Replaceable Unit (CRU)
Lenovo will ship CRUs to you for you to install. Tier 1 CRUs require little skill to install while Tier 2 CRUs require some technical skill and tools. You may request that a Lenovo Authorised Service Provider install Tier 2 CRUs, under the type of warranty service designated for your Machine. Lenovo specifies in the materials shipped with a replacement CRU whether a defective CRU must be returned.
If a return is required:
1. Return instructions and a container are shipped with the replacement CRU; and
2. You will be charged for the replacement CRU if Lenovo does not receive the defective CRU.
Field Replacement Units (FRU)
If your replacement part is not considered a CRU, then it is a Field Replacement Unit (FRU). The installation of a FRU will be handled by a service technician.
Technician Installed CRUs
If a problem with your product may be remedied with a CRU, a service technician will be dispatched to your location, according to your applicable service type, to install the CRU. Replacement of parts with a CRU remains your responsibility under the Limited Warranty and the Statement of Limited Warranty. You must provide a suitable working area for the disassembly and reassembly of the product.
On-site Service
If a problem with your product cannot be resolved via telephone, a Service Technician will be dispatched to arrive at your location. You must provide a suitable working area for the disassembly and reassembly of the product. Please refer to the appendix for any country specific variations.
Parts Delivered
If a problem with your product cannot be resolved via telephone and a CRU part is required, Lenovo will send a replacement CRU to arrive at your location. If a problem with your product cannot be resolved via telephone and a FRU part is required, a technician will be dispatched to arrive at your location. You must provide a suitable working area for the disassembly and reassembly of the product.
Technician Installed Parts
If a problem with your product cannot be resolved via telephone, a Service Technician will be dispatched to arrive at your location. You must provide a suitable working area for the disassembly and reassembly of the product.
Hours of Field Service Coverage
9×5 coverage:
9 hours per day, 5 days per week, during normal business hours, excluding local public & national holidays
24×7 coverage:
24 hours per day, 7 days per week, 365 days per year
Response Times
A 4 Hour Response Time Target is the time period from when the telephone based troubleshooting is completed and logged, to the delivery of the CRU or arrival of a Service Technician and part at the Customer’s location for repair. This 4-hour period is in addition to the average problem determination time of 2 hours from call placement for both parties to determine problem and define the required action plan. Please refer to the appendix for any country specific variations.
A 24 Hour Committed Service Repair (CSR) is the time period between the service request registration in Lenovo’s call management system and the restoration of the product to conformance with its specification by a Service Technician. “Restored to conformance” means the device is operationally ready for, but does not include the loading of operating systems, business applications and /or customer data.
An 8 Hour Committed Service Repair (CSR) is the time period between the service request registration in Lenovo’s call management system and the restoration of the product to conformance with its specification by a Service Technician. “Restored to conformance” means the device is operationally ready for, but does not include the loading of operating systems, business applications and/or customer data.
A 6 Hour Committed Service Repair (CSR) is the time period between the service request registration in Lenovo’s call management system and the restoration of the product to conformance with its specification by a Service Technician. “Restored to conformance” means the device is operationally ready for, but does not include the loading of operating systems, business applications and/or customer data.
YourDrive YourData – also known as Keep Your Drive – Multi Drive and Hard Drive Retention (YDYD)
Under the Limited Warranty and the Statement of Limited Warranty, when Lenovo replaces a defective part of your product, the defective part becomes the property of Lenovo. Under YourDrive YourData, you may keep the defective part that is replaced under the Limited Warranty and the Statement of Limited Warranty. This Service applies to the original part in your product and any replacement part provided for your product under the Limited Warranty and the Statement of Limited Warranty. You must provide Lenovo with the serial number of each part which you keep under this Service and execute any document as requested by Lenovo acknowledging your retention of the part. This Service only applies to parts for Products purchased by you.
Eligible Parts for YourDrive YourData Service are: Hard Drive designed to operate in Hard Drive Bay, Solid State Drive designed to operate in Hard Drive Bay, Flash I/O Drive as add-on card and Flash memory module (Flash DIMM) and Lenovo Server USB flash keys.
Lenovo Microcode Support Analysis (Microcode Services)
Microcode Support Analysis will consist of supporting microcode for those Eligible Lenovo Machines specified by the Lenovo Services part number purchased by providing your choice of Microcode Support – Analysis as further described below. The type and frequency of the Microcode Services are defined by the Lenovo Services part number purchased.
As a prerequisite for provision of the Microcode Services, each of the Eligible Lenovo Machines, as defined below, for which Microcode Support will be provided must be fully operable upon the commencement of Microcode Services; on a supported Microcode and software level ; and covered by/under Lenovo warranty maintenance. Additionally, the Lenovo Microcode Data Collector tool(s) may need to be installed on Eligible Lenovo Machines to collect Microcode levels.
Enterprise Software Support also known as Remote Technical provides unlimited access to comprehensive Software Support from a single point of contact
Available in these versions:
Lenovo provides remote assistance, via telephone, in response to requests pertaining to the following:
I. Basic, short duration installation, usage, and configuration questions;
II. Questions regarding Lenovo Supported Product publications;
III. Diagnostic information review to assist in isolation of a problem cause;
IV. Code-related problem questions; and
V. For a known defect, available corrective service information and program fixes which you are entitled to receive. When you report a problem on covered non-Lenovo Software Supported Products, we will assist you in isolating the problem cause and provide you recovery information, if available, from the vendor.
Lenovo provides, for covered non-Lenovo software Supported Products, corrective service information and program fixes, if available, and they are authorized to provide for known defects. If a new (unknown) defect is identified, Lenovo will report it to the appropriate vendor and notify of their actions. At this point, they will consider their support requirements fulfilled. Resolution of these problems is the responsibility of the vendor.
Enterprise Software Support Offerings
Remote phone support for OEM Server Operating Systems
Complete L1/L2/L3 solution ( L3 provided via engagement of SW product OEM)
Part Number Offerings
Lenovo Premier Support service provides a new level of support for the data centre. They will provide the expertise, the convenience and the dedication to help take the complexity out of today’s demanding data centre environments. Customers will benefit from:
Let Lenovo’s comprehensive data centre support make the most of your technology investment and free you up to focus on meeting service delivery goals that give your business a competitive edge.
PREMIER SUPPORT IS AVAILABLE EITHER VIA LENOVO PART NUMBER SERVICES OR LENOVO SERVICE AGREEMENT.
Premier Support Levels Offerings (for Part Number Services)
1. Premier Foundation
Premier support for foundational systems includes the following:
For further protection, you can optionally extend Premier Foundation services with coverage up to 5 years and add the following:
2. Premier Essential
Premier support and heightened availability for essential business operations includes the following:
*YourDrive YourData included for servers; optional for storage devices
Recommended additions include extending Premier Essential services up to 5 years and adding the following:
3. Premier Advanced
Premier support and maximised uptime for mission-critical applications and workloads includes the following:
For further efficiency, extend Premier Advanced services up to 5 years and add the following:
Lenovo Professional Services or Managed Services
With Lenovo Professional Services, professionals remotely monitor and manage your data centre to enhance security and reliability and help ensure maximum performance and stability. Continuous 24×7 remote monitoring and proactive management for a clientâs data center using state of the art tools, systems, and practices by a team of highly skilled and experienced Lenovo services professionals that can bolster workforce productivity, drive innovation and enhance business results.
Lenovo Managed Services provides customers with a reduction in risks in managing complex solutions, improving system availability, capacity, and performance. Available for SAP HANA/BWA, HPC, HX Series Nutanix and Hardware/Firmware only
Lenovo Hardware Installation (Basic Hardware Installation)
Lenovo experts can seamlessly manage the physical installation of your server, storage, or networking hardware so you can quickly benefit from your investment.
Lenovo Hardware Installation is:
Lenovo Deployment Services
Lenovo can provide comprehensive on-site configuration of hardware and software, including:
The TAM offering is provided at the Enterprise account level across the entire Lenovo data
center environment
Services Offerings
Service Features
Dedicated Account Manager
Customer Account Reporting
Trusted Advisor
Support and Service Planning
Escalation Management