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The following Lenovo warranty service levels are available for the ThinkAgile HX Series appliances:
3 or 5 years of warranty service coverage
Base warranty: 9x5 Next Business Day response with parts delivered
Foundation Service: 9x5 service coverage with next business day onsite response
Essential Service: 24x7 service coverage with 4-hour onsite response or 24-hour committed
repair (available only in select countries)
Advanced Service: 24x7 service coverage with 2-hour onsite response or 6-hour committed
repair (available only in select countries)
YourDrive YourData
Lenovo's YourDrive YourData service (where applicable) 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 can be purchased in convenient bundles with Foundation,
Essential, or Advanced Service upgrades and extensions.
For service definitions, country-specific details, and service limitations, please refer to the following
documents:
Lenovo Statement of Limited Warranty for Data Center Group (DCG) Servers and System Storage
http://pcsupport.lenovo.com/us/en/solutions/ht503310
Lenovo Data Center Services Agreement
http://support.lenovo.com/us/en/solutions/ht116628
Software maintenance
The ThinkAgile HX Series appliances include a three-year or five-year software support and subscription
(matches the duration of the selected hardware warranty period) that entitles you to submit service
requests to troubleshoot Nutanix software issues and receive code updates, including fixes, patches, and
new software releases.
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.
Software support that is provided by Nutanix includes 24x7 phone and web coverage with the following
target response times (priorities are assigned by Nutanix based on the impact on productivity):
Priority 1 (Emergency: Productivity halted): 2 hours
Priority 2 (Critical: Significant impact on productivity): 4 hours
Priority 3 (Normal: Minimal impact on productivity): 8 hours (by next business day)
Deployment services
The following Lenovo Professional Services are available for the ThinkAgile HX Series solutions to get
customers up and running quickly:
Nutanix deployment services - Base
Conducting remote preparation and planning
Verifying firmware versions and performing firmware updates, if needed
Installing and configuring hypervisor and Nutanix controller VM
Creating Nutanix cluster
Configuring storage
Configuring administrative features
Lenovo ThinkAgile HX2320-E and HX2720-E Appliances
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