Smart Collaboration Professional Services
service descriptions
Customer responsibilities•

Once a service has been purchased, customer is required to submit
a request to activate the service on a registration portal•

Assign a primary focal point•

Providing business and technical information needed to complete
the services. Details are required to be provided within five (5)business days of receiving a sales order number•

Attend kick-off call to help define and drive planning•

Ensure site contact readily available for service delivery•

Provide network connectivity and ample connections and bandwidth where appropriate•

Customer will have remote access (VPN or otherwise) and appropriate
permissions to create and configure the required accounts where appropriate•

Provide access to the back-end infrastructure (M365, AZURE,TAC, Zoom Mgr., Google Admin etc.), and access to a Customer IT
contact who can provide this access where appropriate•

Change all system and network access credentials at the end of services,to prevent further Provider access to systems and networks  

•Identify in advance any holidays or non-workdays that may
impact the deployment phase of the project  •Have appropriate Pre-Deployment work done, – As agreed to in Kick Off Call and
Virtual Room Assessment, i.e., Display’s Hung, Electrical Drops, Network Drops& Runs, CAT6a/HDMI Underfloor Cable Runs, Furniture Moved / Installed)•

Lenovo Smart Office Services will reschedule Collaboration Specialists(s)on a best-effort basis once notified of the schedule changes  •Assume all responsibility for network connectivity, performance, and configuration issues•The Tech collaboration day generally requires five (5) days
lead time for scheduling, unless otherwise agreed

AssessService features• Lenovo Expert conducting a comprehensive site survey• Lenovo Expert works with customer to understand the needs and IT infrastructure• Assess the infrastructure readiness of each location and roomDescriptions• Assess the overall IT environment readiness to support the UC hardware and software needs• Validate entitlement pre performing services• Dedicated engineer to assess customer environment• Assess IT environment and infrastructure readiness to support product• Provide assessment report• Email conf that service delivered• Investigate: infrastructure check for readiness• Report: meticulous documentation on readiness• Prepare: planned installation guidance + trouble shooting check list•

Discovery Call:• Identify stakeholders• Determine platform• Overview of service to be provided•

Room Tour - 1 hour session:• Room size
• Environmental elements• Network assessment tool
• Network proxy ID• Interop requirements• Current display assessment• Validation of platform•

Assessment report:• Upload of photographs of room
• Overview of results• Ideal device and peripheral selection• Basic line schematic• Basic Bill of Materials• Basic cable schedule• IT and AV requirements for successful deployment• Guide for resource account• Signed POE (Proof of Execution)

DesignService features•••••

Create design of product requirements
Carry out a discovery call to prepare for the service delivery
Design project coordination
Create a detailed design of meeting space
Design review presentation

Descriptions•

Provide a dedicated solution architect to design customer’s
meeting room or collaboration space requirements, including
recommended hardware, software, and services, including
meeting time and dedicated research and design time•

Categorize customer’s meeting rooms or collaboration
spaces, identify the required experience for a room or space,and design a blueprint or plan for a room or space•

Provide customer with a blueprint or plan per meeting room
type or collaboration space, of all hardware, software andservices recommended to support customer’s environment•

Review blueprint or plan with customer’s representatives•

Create and keep on file a detailed document
specific of customer’s blueprint or plan to aid future
meeting room or collaboration space needs•

Design Review - 1 hour session•

Post assessment report review and Call to answer questions

Project Management
Service features• Professionally manage the end-to-end project delivery for customers• Carry out a discovery call to prepare for the service delivery• Step by step virtual deployment support
Descriptions
Deliverable:• Conduct a remote kick off call
• Identify stakeholders• Determine platform• Overview of service to be provided
Project Coordination:• Schedule and coordinate• Complete change request docs
• Identify, escalate, and document issues• POE (Proof of Execution)• Lenovo Service PDF• Provide customer with a plan of action and remediation
steps required to support Product in customer’s environment
when deployment issues or problems arise• Create a detailed project plan of all aspects of delivery• POA for remediation steps if a deployment issue arises• Verify all product functionality• Create and keep on file a detailed guide andbest practice doc specific to customer• Track and report• Track and report on prerequisites of training, status of ordering
hardware, software and services required for each meeting room andreport on delivery of equipment and staffing required for deployment• Manage day of deploy inc. items checklist, room
available and off line, readiness etc.
• Track status of post deployment activities• Review status report regularly with customers(If Required - Pre-Agreed)DeployService features• Virtual deployment of Think Smart collaboration solution• 2 hours dedicated collaboration specialist technical deployment• Pre service discovery call to prepare for service delivery• Configuration within existing IT infrastructure• Step by step virtual deployment from unboxing to first meeting• Platforms covered; Microsoft Teams, Google and Zoom
Descriptions
Discovery Call:• Identify stakeholders• Determine platform• Overview of service to be provided
Remote Deployment Coordination:• Schedule and coordinate• Complete change request docs
• Identify, escalate and doc issues• POE (Proof of Execution)
Installation, integration, and Deployment Options:• Configure Product within customer’s IT infrastructure• Provide customer with private OS installation or custom
imaging support and configuration• Configure all the necessary backend to support
Product within customer’s environment• Integrate Product within customer’s environment and asset management capabilities• Optimize Product within customer’s infrastructure to support
audio, video, and content sharing capabilities• Verify all Product functionality, including audio, video, and content
sharing capabilities, within customer’s environment to ensure allfunctions and features are working and performing properly• Guide unboxing and physical installation• Including mount of display and device connectivity• Creation and verification of resource account• Lenovo Smart Office out of box experience completion• Configure into customer infrastructure• Integrate into Cust environment and asset management• Optimize with Cust infrastructure to support AV and content share• Install and integrate management software (TSM etc.)• 30 days post deploy support• Design Review - 1 hour session• Post assessment report review and Call to answer questions

TrainService features•••••

Customer device, TSM (TSM ThinkSmart Manger –the Smart
Collaboration management device console) and UC training
Carry out a discovery call to prepare for the service delivery
Project coordination
Delivery custom made training for a range ofsituational and stakeholder options
Step by step virtual deployment supportDescriptions•••••••••••Adoption/Training Options (completely customizable with customer)
Drop in customized Lenovo Smart Office device training
All Smart Office devices in public area or conf room with demos
60-minute end to end Microsoft Teams/Zoom adoption
30–120-minute END USER training
30–120-minute Help Desk deep dive on
trouble shooting and management30-120 minutes on Power USER 1:1 or 1: few Exec’s/VIP/EA’s
Can be re-recorded for customer future use
General training and documentation
Allow customers to receive training acrossmultiple days when purchase 2 hours +If assess provided, then training specific to customer environment

Training coverage••••

Awareness - High level intro and demos
Executive - Role based
New User - Microsoft Teams rooms and productivity
Help Desk - Deployment, troubleshooting and admin

MaintainService features• Hardware Warranty Premier Support with Smart Collaboration Specialist• First year Maintenance• 1 year Maintenance Renewal (optional)• Delivery response to a Maintain support requirement• Virtual issue resolution and maintained support
Descriptions••

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A dedicated engineer to provide maintenance services remotely.
Provide technical support, troubleshoot, and fix
network issues, backend issues, software problems, andrelated issues for Product to operate properly
Provide guidance on 3rd-party interoperability and integration
Provide guidance and best practices specific to thecustomer’s environment and Product manageability
Provide Customer with guidance on software, on backend upgrades,or on changes and their impact to Product functionality
Provide Deploy Services for re-deployment of
Product upon Customer request
Provide coverage for Product (deployed across multipleGeography) and coverage valid for one (1) year from the date
Customer purchases Maintain Services from LenovoSupport
Service features••••••

Hardware Warranty Premier Support• Premier Support/Onsite• Smart Collaboration Specialist Call CenterCustomer training to monitor through ThinkSmart ManagerLocal AV integrator support if needed
Virtual issue resolution and maintenance support
Delivery response to a solution deployment support requirement
Step by step virtual deployment support

Descriptions
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TS device or Lenovo peripherals (touches a Lenovo computer)
Initial Email to customer to acknowledge issue
Troubleshooting of device and meeting issues
Assist in RMA of effected devices and peripherals
Re image devices as needed and update
Post support report and documented remedial steps

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