Duplicated: Lenovo Services – [#28]

Lenovo Services Agreement – LSA (Maintenance Contract)

Lenovo Service Agreement as known as LSCS, is a mass customised support agreement available in all countries. Support is provided by IBM in presence countries onsite support and delivered by a Tier 2 Business Partner in non-IBM presence countries remote support.

LSA Support

• On-site
  Customised services option facilitating required services which are provided on-site by IBM
• Remote
  Customised services option facilitating required services which are provided remotely by a Lenovo awarded Tier-2 Business Partner

Service offerings

• Warranty Service Upgrade
• Post Warranty

Additional Service Offerings

• Premier Support
• Enterprise Software Support (ESS)
• Your Drive Your Data (YDYD)
• Microcode support

Lenovo Part Number Services (previously known as IBM ServicePac) is a portfolio of pre-packaged Lenovo Hardware and Software Support Offerings. It provides clients easy access to essential IT support services at an affordable price, and is suitable for customers of all sizes from consumers through to large corporate businesses. This service is onsite support and available in IBM presence countries only

Service Offerings

The duration of the warranty upgrade for the product will be from the purchase date until end date of the original base warranty period. This service must be purchased and registered during the product’s original base warranty period.
Can only be activated if machine is still covered by its basic warranty

Warranty Service Upgrade & Post Warranty (M)
Warranty extension or upgrade can be purchased and activated only if the warranty upgrade was purchased and registered during the machine’s initial base warranty period Post warranty service can be purchased any time after warranty has ended if machine is working well as determined by Lenovo

Preconfigured Support Levels Offerings

1. Foundation
The Foundation support level provides:

• Next-business-day on-site response during normal business hours, 5 days per week
• Base warranty upgrade covering onsite installation of all replacement parts
• For further protection, you can optionally extend Foundation services with coverage up to 5 years and add the following:
• Basic Hardware Installation Services
• Enterprise Server Software Support
• YourDrive YourData

2. Essential
The Essential support level includes all the benefits of Foundation services, plus 4-hour on-site response, 24 hours per day, 7 days per week:

• • Four-hour on-site response, 24 hours per day, 7 days per week
  • Base warranty upgrade covering onsite installation of all replacement parts
  • YourDrive YourData retention service
    Recommended additions include extending Essential services up to 5 years and adding the following:

• 24 Hr Committed Service Repair
• Enterprise Server Software Support

3. Advanced
Maximise uptime for mission-critical applications and workloads. The Advanced support level includes all the benefits of Essential services:

• Two-hour on-site response, 24 hours per day, 7 days per week
• Base warranty upgrade covering on-site installation of all replacement parts
• YourDrive YourData retention service
  For further efficiency, extend Advanced services up to 5 years and add the following:
• Basic Hardware Installation Services
• 6 Hr Committed Service Repair
• Enterprise Server Software Support

Customer Replaceable Unit (CRU)

Lenovo will ship CRUs to you for you to install. Tier 1 CRUs require little skill to install while Tier 2 CRUs require some technical skill and tools. You may request that a Lenovo Authorised Service Provider install Tier 2 CRUs, under the type of warranty service designated for your Machine. Lenovo specifies in the materials shipped with a replacement CRU whether a defective CRU must be returned.

If a return is required:
1. Return instructions and a container are shipped with the replacement CRU; and
2. You will be charged for the replacement CRU if Lenovo does not receive the defective CRU.

Field Replacement Units (FRU)

If your replacement part is not considered a CRU, then it is a Field Replacement Unit (FRU). The installation of a FRU will be handled by a service technician.

Technician Installed CRUs

If a problem with your product may be remedied with a CRU, a service technician will be dispatched to your location, according to your applicable service type, to install the CRU. Replacement of parts with a CRU remains your responsibility under the Limited Warranty and the Statement of Limited Warranty. You must provide a suitable working area for the disassembly and reassembly of the product.

On-site Service

If a problem with your product cannot be resolved via telephone, a Service Technician will be dispatched to arrive at your location. You must provide a suitable working area for the disassembly and reassembly of the product. Please refer to the appendix for any country specific variations.

Parts Delivered

If a problem with your product cannot be resolved via telephone and a CRU part is required, Lenovo 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 technician will be dispatched to arrive at your location. You must provide a suitable working area for the disassembly and reassembly of the product.

Technician Installed Parts

If a problem with your product cannot be resolved via telephone, a Service Technician will be dispatched to arrive at your location. You must provide a suitable working area for the disassembly and reassembly of the product.

Hours of Field Service Coverage

9×5 coverage:
9 hours per day, 5 days per week, during normal business hours, excluding local public & national holidays
24×7 coverage:
24 hours per day, 7 days per week, 365 days per year

Response Times

A 4 Hour Response Time Target is the time period from when the telephone based 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. This 4-hour period is in addition to the average problem determination time of 2 hours from call placement for both parties to determine problem and define the required action plan. Please refer to the appendix for any country specific variations.

A 24 Hour Committed Service Repair (CSR) is the time period between the service request registration in Lenovo’s call management system and the restoration of the product to conformance with its specification by a Service Technician. “Restored to conformance” means the device is operationally ready for, but does not include the loading of operating systems, business applications and /or customer data.

An 8 Hour Committed Service Repair (CSR) is the time period between the service request registration in Lenovo’s call management system and the restoration of the product to conformance with its specification by a Service Technician. “Restored to conformance” means the device is operationally ready for, but does not include the loading of operating systems, business applications and/or customer data.

A 6 Hour Committed Service Repair (CSR) is the time period between the service request registration in Lenovo’s call management system and the restoration of the product to conformance with its specification by a Service Technician. “Restored to conformance” means the device is operationally ready for, but does not include the loading of operating systems, business applications and/or customer data.

YourDrive YourData – also known as Keep Your Drive – Multi Drive and Hard Drive Retention (YDYD)

Under the Limited Warranty and the Statement of Limited Warranty, when Lenovo replaces a defective part of your product, the defective part becomes the property of Lenovo. Under YourDrive YourData, you may keep the defective part that is replaced under the Limited Warranty and the Statement of Limited Warranty. This Service applies to the original part in your product and any replacement part provided for your product under the Limited Warranty and the Statement of Limited Warranty. You must provide Lenovo with the serial number of each part which you keep under this Service and execute any document as requested by Lenovo acknowledging your retention of the part. This Service only applies to parts for Products purchased by you.

Eligible Parts for YourDrive YourData Service are: Hard Drive designed to operate in Hard Drive Bay, Solid State Drive designed to operate in Hard Drive Bay, Flash I/O Drive as add-on card and Flash memory module (Flash DIMM) and Lenovo Server USB flash keys.

Lenovo Microcode Support Analysis (Microcode Services)

Microcode Support Analysis will consist of supporting microcode for those Eligible Lenovo Machines specified by the Lenovo Services part number purchased by providing your choice of Microcode Support – Analysis as further described below. The type and frequency of the Microcode Services are defined by the Lenovo Services part number purchased.

As a prerequisite for provision of the Microcode Services, each of the Eligible Lenovo Machines, as defined below, for which Microcode Support will be provided must be fully operable upon the commencement of Microcode Services; on a supported Microcode and software level ; and covered by/under Lenovo warranty maintenance. Additionally, the Lenovo Microcode Data Collector tool(s) may need to be installed on Eligible Lenovo Machines to collect Microcode levels.

Enterprise Software Support also known as Remote Technical provides unlimited access to comprehensive Software Support from a single point of contact

• Take advantage of comprehensive, single point of contact support covering server operating systems and business applications
• Receive additional software support beyond hardware break/fix
• Make unlimited support calls at one low annual rate

Available in these versions:

• Enterprise Software Support Multi-OS: Microsoft, VMWare, Red Hat, SUSE
• Enterprise Software Support Multi-OS and Applications

Lenovo provides remote assistance, via telephone, in response to requests pertaining to the following:

I. Basic, short duration installation, usage, and configuration questions;
II. Questions regarding Lenovo Supported Product publications;
III. Diagnostic information review to assist in isolation of a problem cause;
IV. Code-related problem questions; and
V. For a known defect, available corrective service information and program fixes which you are entitled to receive. When you report a problem on covered non-Lenovo Software Supported Products, we will assist you in isolating the problem cause and provide you recovery information, if available, from the vendor.

Lenovo provides, for covered non-Lenovo software Supported Products, corrective service information and program fixes, if available, and they are authorized to provide for known defects. If a new (unknown) defect is identified, Lenovo will report it to the appropriate vendor and notify of their actions. At this point, they will consider their support requirements fulfilled. Resolution of these problems is the responsibility of the vendor.

Enterprise Software Support Offerings
Remote phone support for OEM Server Operating Systems
Complete L1/L2/L3 solution ( L3 provided via engagement of SW product OEM)

Part Number Offerings

Lenovo Premier Support service provides a new level of support for the data centre. They will provide the expertise, the convenience and the dedication to help take the complexity out of today’s demanding data centre environments. Customers will benefit from:

• Direct access to Lenovo’s most advanced technicians
• Faster problem diagnosis and resolution
• Single point of contact and end-to-end problem resolution
• Collaborative third-party software support

Let Lenovo’s comprehensive data centre support make the most of your technology investment and free you up to focus on meeting service delivery goals that give your business a competitive edge.

PREMIER SUPPORT IS AVAILABLE EITHER VIA LENOVO PART NUMBER SERVICES OR LENOVO SERVICE AGREEMENT.

Premier Support Levels Offerings (for Part Number Services)

1. Premier Foundation

Premier support for foundational systems includes the following:

• Premier Support
• Base Warranty Extension to 3-5 years for 9×5 Next Business Day Response

For further protection, you can optionally extend Premier Foundation services with coverage up to 5 years and add the following:

• Basic Hardware Installation Services
• Enterprise Server Software Support
• YourDrive YourData

2. Premier Essential

Premier support and heightened availability for essential business operations includes the following:

• Premier support
• 7x24x4 hour response
• Warranty Extension to 3-5 years
• YourDrive YourData*

*YourDrive YourData included for servers; optional for storage devices
Recommended additions include extending Premier Essential services up to 5 years and adding the following:

• Basic Hardware Installation Services
• 24hr Committed Service Repair
• Enterprise Server Software Support

3. Premier Advanced

Premier support and maximised uptime for mission-critical applications and workloads includes the following:

• Premier Support
• 7x24x2 Hour Response
• Warranty Extension to 3-5 years
• YourDrive YourData*

For further efficiency, extend Premier Advanced services up to 5 years and add the following:

• Basic Hardware Installation Services
• 6hr Committed Service Repair
• Enterprise Server Software Support

Lenovo Professional Services or Managed Services
With Lenovo Professional Services, professionals remotely monitor and manage your data centre to enhance security and reliability and help ensure maximum performance and stability. Continuous 24×7 remote monitoring and proactive management for a client’s data center using state of the art tools, systems, and practices by a team of highly skilled and experienced Lenovo services professionals that can bolster workforce productivity, drive innovation and enhance business results.
Lenovo Managed Services provides customers with a reduction in risks in managing complex solutions, improving system availability, capacity, and performance. Available for SAP HANA/BWA, HPC, HX Series Nutanix and Hardware/Firmware only

Lenovo Hardware Installation (Basic Hardware Installation)
Lenovo experts can seamlessly manage the physical installation of your server, storage, or networking hardware so you can quickly benefit from your investment.
Lenovo Hardware Installation is:

• Efficient – Keep your IT staff focused on higher priorities
• Convenient – Arrange the service to fit your schedule
• Seamless – Let experienced technicians perform the installation
• Sensible – Avoid wasted time and extra expenses with a pre-installation check-list

Lenovo Deployment Services
Lenovo can provide comprehensive on-site configuration of hardware and software, including:

• Configuration and integration for
  • Servers, storage, and networking
  • Operating systems
  • Software
  • Virtualisation configuration
  • High-availability configuration
• Validation
• Training on administrative tasks
• Post-installation documentation

The TAM offering is provided at the Enterprise account level across the entire Lenovo data
center environment

Services Offerings

• The TAM will serve as a dedicated account manager and the customer’s trusted advisor for
  services and support.
• The TAM is a proactive service, helping the customer with service contract management,
  service planning, escalations, and more
• Provides customers a consulting and post-sales engagement model for managing complex data center technologies and environments

Service Features

Dedicated Account Manager
Customer Account Reporting
Trusted Advisor
Support and Service Planning
Escalation Management