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The base warranty provides 9x5 Next Business Day response with parts delivered. Lenovo's additional support
services provide a sophisticated, unified support structure for a customer's data center, with an experience
consistently ranked number one in customer satisfaction worldwide.
The following Lenovo support services are available for selection:
Premier Support provides a Lenovo-owned customer experience and delivers direct access to
technicians skilled in hardware, software, and advanced troubleshooting, in addition to the following
capabilities:
Direct technician-to-technician access through a dedicated phone line.
24x7x365 remote support.
Single point of contact service.
End to end case management.
3rd Party collaborative software support.
Online case tools and live chat support.
On-demand remote system analysis.
Warranty service level upgrades (Preconfigured Support) are available to meet the on-site response
time targets that match the criticality of customer's systems:
3 or 5 years of service coverage.
Foundation Service: 9x5 service coverage with next business day onsite response, with optional
YourDrive YourData.
Essential Service: 24x7 service coverage with 4-hour onsite response or 24-hour committed
repair (available only in select regions), bundled with YourDrive YourData.
Advanced Service: 24x7 service coverage with 2-hour onsite response or 6-hour committed
repair (available only in select regions), bundled with YourDrive YourData.
Managed Services
Lenovo Managed Services provide continuous 24x7 remote monitoring (plus 24x7 call center availability)
and proactive management of a customer's data center using state of the art tools, systems, and
practices by a team of highly skilled and experienced Lenovo services professionals.
Quarterly reviews check error logs, verify firmware and operating system device driver levels, and
software as needed. Lenovo will also maintain records of latest patches, critical updates, and firmware
levels, to ensure customer's systems are providing business value through optimized performance.
Technical Account Management (TAM)
A Lenovo Technical Account Manager helps customers optimize operations of their data centers based
on a deep understanding of customer's business. Customers gain direct access to a Lenovo TAM, who
serves as their single point of contact to expedite service requests, provide status updates, and furnish
reports to track incidents over time. Also, a TAM helps proactively make service recommendations and
manage service relationship with Lenovo to make certain that customer's needs are met.
Enterprise Software Support
Lenovo Enterprise Software Support is an additional support service that provides customers with
software support on Microsoft, Red Hat, SUSE, and VMWare applications and systems. Around the clock
availability for critical problems plus unlimited calls and incidents helps customers address challenges
fast, without incremental costs. Support staff can answer troubleshooting and diagnostic questions,
address product compatibility and interoperability issues, isolate causes of problems, report defects to
software vendors, and more.
YourDrive YourData
Lenovo's YourDrive YourData service is a multi-drive retention offering that ensures that customer's data
is always under their control, regardless of the number of drives that are installed in their Lenovo server.
In the unlikely event of a drive failure, customers retain possession of their drive while Lenovo replaces
the failed drive part. Customer's data stays safely on customer premises, in their hands. The YourDrive
YourData service can be purchased in convenient bundles with Foundation, Essential, or Advanced
services.
Lenovo ThinkAgile VX3320 Appliance (Xeon SP Gen 1) (withdrawn product)
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