Lenovo Support Services

Open the door tobetter outcomesPremier Support PlusYour IT teams are stretched with routine maintenance and support
workloads and are left with little time for innovation. Recruitment
is a challenge, in the face of IT skills shortages.
Supporting the remote workforce at the same time as driving digitaltransformation is extremely challenging for CIOs and IT teams.
Organizations need to adapt to new technologies and practices rapidly.

To learn more about Premier Support Plus visit
lenovo.com/premier-support-plus

Changeis coming

Thrive don’t
just survive

Several factors are at play in today’scomplex digital workplace such as:

Digital workplace. Hybrid workplace.
Transformed workplace. Whatever label
we put on it, keeping your device fleet
optimized and your internal customers happy
and productive is a huge challenge.

•Rapid technology evolution and shortageof skilled IT support professionals•

Overwhelmed IT support teams with highvolumes of day-to-day maintenance tasks•

Growing number of devices
and platforms to support•

Office, remote and hybrid workplace
support needs, as well as flexible hours•

Poor employee experience (EX) impacting
employee morale, productivity, andeven increasing employee churn

Working remotely or on the road brings specific
PC support challenges such as accidental spills,
everyday mishaps, and device failure, as well as
overcoming problems around user isolation, poor
productivity, and inadequate access to support.
Ensuring comprehensive, scalable cover forhome-based personnel, those on the road, andinternational travelers requires considerable
resources, expense, and planning.

Complex IT, one
simple support
solution

Putting a priceon employee
experience

From SMB to global enterprise, companiesacross the globe have to adjust their IT solutions
to meet the needs of the post-pandemic
world. This includes IT support solutions.

Improving EX (employee experience) is anarea for which more CIO’s and IT leaders
are taking greater responsibility, often
collaborating with human resources.

They may have slightly different expectationsof what they expect from an external IT support
service, but one consistent challenge is how tocombat the ever-increasing complexity of theIT environment which requires more resources,
knowledge, and manpower than ever before.

A recent benchmark study showed that users
typically lost around 3 hours of time* when theysubmitted an IT support ticket. In addition, 22%reported that remote working is not supported
enough. That adds up to many lost hours andlots of potential for employee frustration. IT
leadership needs to protect internal customers
from this dissatisfaction and loss of productivity byensuring access to a frictionless support solution.

* Global IT Experience Benchmark H1/2022, HappySignals

Add a little Plus to yourIT support service
How can you protect employee productivity from mishaps such as afailed battery or hard drive at the same time as you maintain control ofyour budget and focus on digital transformation? How can you ensureinternational coverage across the globe? How can you harness thepower of AI insights to monitor the health of your device fleet?
You’re probably asking many similar questions. Here’s one single solution.

Let Premier Support
Plus take the strain
We’ll do the heavy lifting to relieve the squeeze on your IT teams giving
you time to innovate by removing your teams’ break/fix burden.
Premier Support Plus removes friction from the user experience byenabling direct access to Lenovo support engineers and building resilienceand capacity into your IT function. Users and teams return rapidly toproductivity, thereby releasing creativity to drive the business.

Premier Support Plus at a glancePremier Support Plus delivers seamless, reliable, and repeatable IT support thatworks every time, reducing downtime to maximize end user productivity.

BasicDepot
SupportBasicOnsite
SupportAdvanced technical support available 24 x 7 x 365

xxComprehensive hardware and original equipment
manufacturer (OEM) software support1xx

Single point of contact for simplified
end-to-end case managementxx

Technical Account Managers for escalation
managementxx

Next business day onsite labor & parts
prioritization2xx

Standard reporting available (servicelevel, repeats, in/out warranty, etc.)xx

Lenovo Service Connect for asset
management, product support, andservice case (or request) trackingxx

Premier Asset Tag Option for inventory
management and Premier contact center
informationxx

Proactive and predictive issue detection,case creation, and notification3xxxServices Engagement Manager (SEM) for
proactive asset reporting & relationshipmanagement4xxxAccidental Damage Protection (ADP) covers
accidents beyond system warranty2xxx

Keep Your Drive (KYD) hard drive retention2xxx

Sealed Battery (SBTY) coverage for up to 3 years2xxx

International Service Entitlement (ISE) extends
ADP, KYD, and SBTY coverage internationallyxxx

Coverage for consumer products
sold to commercial customersxxx

FEATURES

Premier
SupportBreak / fix support for broken machines

Premier
SupportPlus

Premier Support Plus in detail
Predict and prevent features combine with additional protection
services to provide the ultimate support experience.
Help IT get one step ahead of problems, protect businessproductivity and promote positive EX with rapid issue
resolution and 24/7 access to support engineers.
Premier Support: VIP coverage for both IT staff andend users that boosts productivity with access to elite
troubleshooting. Available 24x7x365, leveraging parts
priority with NBD response and onsite labor for repairs.2
Services Engagement Manager (SEM)4: Your designated, Global
Lenovo Support expert and customer advocate. They are thesingle point of contact for service delivery issues, escalations,and asset performance reporting for your organization.
Proactive and Predictive support3: AI insights, poweredby Lenovo Device Intelligence deliver proactive andpredictive alerts that enable pre-emptive issue remediation
to avoid downtime and ensure productivity.
Accidental Damage Protection (ADP)2: From coffee spills
to power surges, ADP typically saves 28-75%* comparedwith the cost of repair or system replacement.
International Services Entitlement (ISE): Travelling
globally for business? No need to worry. ISE extends
your ADP, KYD, and SBTY coverage internationally.
Keep your Drive (KYD)2: Keep your drive(s) and dispose ofbusiness data on your terms, improving data security and ensuring
compliance with data privacy and retention requirements.
Sealed Battery cover (SBTY)2: Lenovo-certified technicians ensure
an effective and efficient battery replacement when needed, which
minimizes downtime and contributes to business resilience.
Coverage for consumer products: if a consumer device best fits yourneeds, then that’s no problem. No need to forego Premier Support
Plus and you’ll receive exactly the same VIP support experience.

* Based on Lenovo historical data

Let’s continue the conversation
about Premier Support Plus
We’ll support you in your quest to achieve positive business outcomes.
Open the door to innovation in your organization by relieving the pressure on your internal IT
team, as Premier Support Plus takes on the break/fix burden with 24/7/365 access to support.
You’ll leverage highly qualified Lenovo support engineers and alleviate IT staff shortages.
Reduce the EX-challenge with our seamless, scalable and dependable Premier Support Plus
experience for your internal customers — whether they are at home, in the officeand everywhere in between.

Unlock innovation, and boost user
efficiency with the right support:
Premier Support Plus

To learn more about Premier Support Plus, visit:www.lenovo.com/premier-support-plus
WWServices_Premier-Support-Plus_brochure_020623_ext _TS(1) OEM software only, level 1 best effort support(2) Dependent on market, parts, and HW availability(3) Customer authorization and Win10 or Win11 OS required; Component replacements provided on amber alerts, even without diagnostics issue
confirmation.
(4) 500-unit minimum
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information but is not liable or responsible for any editorial, photographic, or typographic errors. All images are for illustration purposes only. For fullLenovo product, service, and warranty specifications, visit www.lenovo.com. Lenovo and the Lenovo logo are trademarks or registered trademarks ofLenovo. Other company, product, and service names may be trademarks or service marks of others. © Lenovo 2023. All rights reserved.