Response
time target
2 hours, 4 hours or Next Business Day: 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.
Committed
Repair
6 hours or 24 hours: 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.
Term Description
The following Lenovo warranty service upgrades are available:
Warranty and maintenance service upgrades:
Three, four, or five years of 9x5 or 24x7 service coverage
Parts delivered or technician installed parts from next business day to 4 or 2 hours
Committed repair service
Warranty extension of up to 5 years
Post warranty extensions
Committed Repair Service
Committed Repair Services enhances the level of Warranty Service Upgrade or Post
Warranty/Maintenance Service offering associated with the selected systems. Offerings vary and
are available in select countries.
Priority handling to meet defined time frames to restore the failing machine to good working
condition
24x7x6: Service performed 24 hours per day, 7 days per week, within 6 hours
24x7x24: Service performed 24 hours per day, 7 days per week, within 24 hours
YourDrive YourData
Lenovo’s YourDrive YourData service is a multi-drive retention offering that ensures your data is
always under your control, regardless of the number of drives that are installed in your Lenovo
system. In the unlikely event of a drive failure, you retain possession of your drive while Lenovo
replaces the failed drive part. Your data stays safely on your premises, in your hands. The YourDrive
YourData service can be purchased in convenient bundles with Lenovo warranty upgrades and
extensions.
Remote Technical Support
Lenovo Remote Technical Support provides comprehensive technical call center “how to” support
for covered servers, storage, operating systems, and applications. Support staff can help answer
troubleshooting and diagnostic questions, address product compatibility and interoperability
issues, isolate causes of problems, and more.
Hardware Installation Services
Lenovo experts can seamlessly manage the physical installation of your server, storage, or
networking hardware. Working at a time convenient for you (business hours or off shift), the
technician will unpack and inspect the systems on your site, install options, mount in a rack
cabinet, connect to power and network, check and update firmware to the latest levels, verify
operation, and dispose of the packaging, allowing your team to focus on other priorities. Your new
systems will be configured and ready for your software installation.
Regulatory compliance
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