Lenovo System x3650 M4 BD Product Manual page 28

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 19. 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.
The following Lenovo warranty service upgrades are available:
Warranty and maintenance service upgrades:
Three, four, or five years of 9x5 or 24x7 service coverage
Onsite response from next business day to 2 or 4 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
Committed repair service levels are measured within the following coverage hours:
24x7x6: Service performed 24 hours per day, 7 days per week, within 6 hours
24x7x8: Service performed 24 hours per day, 7 days per week, within 8 hours
24x7x24: Service performed 24 hours per day, 7 days per week, within 24 hours
Hard Drive Retention
Lenovo's Hard Drive Retention service is a multi-drive hard drive retention offering that ensures your
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