Warranty Options - Lenovo System x3250 M5 Product Manual

Warranty options

The x3250 M5 server has a three-year onsite warranty with 9x5/next business day terms. Lenovo offers
the warranty service upgrades through ServicePac offerings, described in this section. 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; that is, 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 the ServicePac offerings that are available in
your country, visit the ServicePac Product Selector:
https://www-304.ibm.com/sales/gss/download/spst/servicepac
The following table explains warranty service definitions in more detail.
has a three-year warranty with 24x7 standard call center support and 9x5 Next Business Day onsite
coverage. Also available are Lenovo Services 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.
Lenovo warranty service upgrade offerings are country-specific. Not all warranty service upgrades are
available in every country. For more information about Lenovo warranty service upgrade offerings that are
available in your country, visit the Lenovo Services website:
https://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do
The following table explains warranty service definitions in more detail.
Table 17. Warranty service definitions
Term Description
On-site A service technician will arrive at the client's location for equipment service.
service
24x7x2 hour A service technician is scheduled to arrive at the client's location within two hours after remote
problem determination is completed. Lenovo provides service around the clock, every day,
including Lenovo holidays.
24x7x4 hour A service technician is scheduled to arrive at the client's location within four hours after remote
problem determination is completed. Lenovo provides service around the clock, every day,
including Lenovo holidays.
9x5x4 hour A service technician is scheduled to arrive at the client's location within four business hours after
remote problem determination is completed. Lenovo provides service 8:00 am - 5:00 pm in the
client's local time zone, Monday-Friday, excluding Lenovo holidays. For example, if a customer
reports an incident at 3:00 pm on Friday, the technician will arrive by 10:00 am the following
Monday.
9x5 next A service technician is scheduled to arrive at the client's location on the business day after remote
business day problem determination is completed. Lenovo provides service 8:00 am - 5:00 pm in the client's
local time zone, Monday - Friday, excluding Lenovo holidays. Calls received after 4:00 pm local
time require an extra business day for service dispatch. Next business day service is not
guaranteed.
Committed Problems receive priority handling so that repairs are completed within the committed time of 6, 8,
Repair or 24 hours. Lenovo provides service 24 hours/day, every day, including Lenovo holidays.
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