Software Maintenance - Lenovo ThinkAgile HX1320 Product Manual

Hardware warranty
The ThinkAgile HX Series appliances can be configured with a three-year or five-year hardware warranty
and software support with 24x7 call center support and various levels of coverage with a well-defined
scope of services, including service hours, response time, term of service, and service agreement terms
and conditions.
The Lenovo local support centers perform problem determination and resolution for hardware-related
issues and escalate to Nutanix, on behalf of the customer, for software-related problem determination.
Nutanix will contact the customer and will own the software-related problem resolution until closure.
Note: Lenovo warranty service coverage levels are country-specific. Not all warranty service levels are
available in every country.
The following table explains warranty service definitions in more detail.
Table 21. Warranty service definitions
Term Description
Parts If a problem with your product cannot be resolved via telephone and a CRU part is required, Lenovo
Delivered 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 Service Technician will be dispatched to arrive
at your location.
Onsite If a problem with your product cannot be resolved via telephone, a Service Technician will be
Service dispatched to arrive at your location.
Hours of 9x5: 9 hours per day, 5 days per week, during normal business hours, excluding local public
coverage and national holidays
24x7: 24 hours per day, 7 days per week, 365 days per year.
Response 2 hours, 4 hours, or Next Business Day: The time period from when the telephone based
time target 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 6 hours: The time period between the service request registration in Lenovo's call management
Repair system and the restoration of the product to conformance with its specification by a Service
Technician.
The following Lenovo warranty service levels are available for the ThinkAgile HX Series appliances:
Three or five years of service coverage
Base warranty: 9x5 Next Business Day response with parts delivered
Foundation service: 9x5 Next Business Day onsite response
Essential service: 24x7 4-hour onsite response
Advanced service: 24x7 2-hour onsite response or 24x7 6-hour committed service repair
(available only in select countries)
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 is available with the Essential and Advanced service levels.

Software maintenance

Lenovo ThinkAgile HX1320 and HX1520-R Appliances 23