Lenovo System x3850 X5 Product Manual page 28

Table 19. Warranty service definitions
Term Description
On-site A service technician will arrive at the client's location for equipment service.
service
24x7x2 A service technician is scheduled to arrive at the client's location within two hours after remote
hour problem determination is completed. Lenovo provides service around the clock, every day, including
Lenovo holidays.
24x7x4 A service technician is scheduled to arrive at the client's location within four hours after remote
hour 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 problem determination is completed. Lenovo provides service 8:00 am - 5:00 pm in the client's local
day 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, or
Repair 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 Disk Drive Retention
Lenovo's Hard Disk Drive Retention (HDDR) service is a multi-drive hard drive retention offering that
ensures your data is always under your control, regardless of the number of hard drives that are
installed in your Lenovo server. In the unlikely event of a hard drive failure, you retain possession of
your hard drive while Lenovo replaces the failed drive part. Your data stays safely on your premises,
in your hands. The Hard Drive Retention service can be purchased in convenient bundles with our
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.
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