Warranty Options - Lenovo x3100 M5 Product Manual

Warranty options

The x3100 M5 has a 1-year onsite warranty with 9x5/NBD terms. Lenovo offers warranty service upgrades
through ServicePac offerings. The ServicePac is a series of prepackaged warranty maintenance upgrades
and post-warranty maintenance agreements with a well-defined scope of services, including service
hours, response time, term of service, and service agreement terms and conditions.
ServicePac offerings are country-specific. Each country might have its own service types, service levels,
response times, and terms and conditions. Not all covered types of ServicePac offerings might be
available in a particular country. For more information about ServicePac offerings that are available in
your country, see the ServicePac Product Selector at:
https://www-304.ibm.com/sales/gss/download/spst/servicepac
In general, the types of ServicePac offerings are:
Warranty and maintenance service upgrades

One, 2, 3, 4, or 5 years of 9x5 or 24x7 service coverage

Onsite repair from next business day to 4 or 2 hours (selected areas)

One or two years of warranty extension

Remote technical support services

One or three years with 24x7 coverage (severity 1) or 9x5/NBD for all severities

Installation and startup support for System x servers

Remote technical support for System x servers

Software support - Support Line

Microsoft or Linux software

VMware

IBM Systems Director

The following table explains warranty service definitions in more detail.
Table 20. Warranty service definitions
Term Description
Onsite repair A service technician comes to the server's location for equipment repair.
24x7x2 hour A service technician is scheduled to arrive at your customer's location within two hours after
remote problem determination is completed. We provide service around the clock, every day,
including holidays.
24x7x4 hour A service technician is scheduled to arrive at your customer's location within four hours after
remote problem determination is completed. We provide service around the clock, every day,
including holidays.
9x5x4 hour A service technician is scheduled to arrive at your customer's location within four business hours
after remote problem determination is completed. We provide service from 8:00 a.m. - 5:00 p.m. in
the customer's local time zone, Monday through Friday, excluding holidays. If after 1:00 p.m. it is
determined that onsite service is required, the customer can expect the service technician to arrive
the morning of the following business day. For noncritical service requests, a service technician
arrives by the end of the following business day.
9x5 next A service technician is scheduled to arrive at your customer's location on the business day after we
business day receive your call, following remote problem determination. We provide service from 8:00 a.m. -
5:00 p.m. in the customer's local time zone, Monday through Friday, excluding holidays.
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