Lenovo 1U 18.5-inch Standard Product Manual page 6

Table 5. Warranty service definitions
Term Description
Onsite If a problem with your product cannot be resolved via telephone, a Service Technician will be
Service dispatched to arrive at your location.
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.
Technician If a problem with your product cannot be resolved via telephone, a Service Technician will be
Installed dispatched to arrive at your location.
Parts
Hours of 9x5: 9 hours/day, 5 days/week, during normal business hours, excluding local public &
coverage 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 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 committed repair: Service performed 24 hours per day, 7 days per week, within 6
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
server. 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.
Microcode Support
Keeping microcode current helps prevent hardware failures and security exposure. There are two
levels of service: analysis of the installed base and analysis and update where required. Offerings
vary by country and can be bundled with other warranty upgrades and extensions.
1U 18.5-inch Standard Media Console 6