Lenovo Support Services

Free your IT team,power your end-users
Premier Support
Driving digital transformation is becoming increasingly difficult. With hybrid
workers requiring more support, and IT resources sucked into routine
maintenance and repair tasks, there is little to no time left for innovation.
Unless you could pass the encumbering tasks to someone else.
Premier Support gives you direct access to experts 24x7x365 to solve
hardware and software issues, quickly. No scripted troubleshooting either– you speak to real, local, Lenovo badged engineers ready to help.
Get seamless, reliable IT support that works every time. So, youcan get your people back behind the innovation wheel.

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

We know the challenges you are facing
Your IT team is too busy Boost EX

Costs are going up

Instead of focusing on growth,
their time is mostly spent on
day-to-day maintenance tasks.
As remote workers struggle witheveryday mishaps and device
failures, it’s up to IT to keep themgoing. But that is just too much toput on one, under-resourced team.

Hybrid working requires anoptimized device fleet. However,a shortage of skilled IT workers
has made supporting the growing
hybrid workforce much harder:
downtime has increased, andperformance has been going down.

Whether it’s a slow device orconnectivity issues, workers relyon IT to fix their problem, andfix it quickly. Slow IT response
causes people to lose focus andmotivation.

According to a recent study, top
IT pain points include supporting
workers to adequately performtheir daily jobs, security, and dataprotection1.

End-users waste around 3 hoursevery time they submit an IT
ticket . Finding a way to take themfrom ticket to resolution fasterminimizes costly downtime andboosts employee morale andoverall productivity.

Technology is evolving fast – andemployees’ demands with it. Making
your people happy and improving
productivity starts by embracing
new ways of working and giving
them the support, they need.

Over-stretched and overburdened,
your IT team needs a break.
Working with an external business
partner is one way of giving it tothem.

According to Global IT Experience
Benchmark Report, outsourcedIT service desks can improve
employee experience by 36% on
average2.

A seamless and direct line toexpert technicians means youremployees can solve their issues
much quicker, empowering themthroughout the workday.

Give IT time back and boost capacitywith Premier Support
Time to innovate

Anywhere, anytime coverage

Free your IT team to focus on
strategic innovation. PremierSupport provides access to worldclass expertise to cover everyday
maintenance, easing the burden oflegacy technology.

Empower your end users by providing
support wherever they need it.
Whether they’re in the office, on theroad or working remotely, employees
can troubleshoot easily and expect
the same VIP level of support.

Build resilience and capacity into your own IT
teams, outsourcing break/fix to drive productivity.

With 24x7x365 advanced support available online
and via a dedicated phone line, your employees
have a clear path to the right technician, right away,
minimizing disruption and maximizing productivity.
Reliable, fast issue resolution boosts employee
experience, and keeps your business growing.

Premier Support at a glancePremier Support 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 support3xxSingle point of contact for simplified
end-to-end case managementxx

Technical Account Managers for escalation
managementxx

Next business day onsite labor & parts
prioritization4xx

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

Lenovo Service Connect for assetmanagement, 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 notification5xxxServices Engagement Manager (SEM) for
proactive asset reporting & relationshipmanagement6xx

x

Accidental Damage Protection (ADP) covers
accidents beyond system warranty4xxx

Keep Your Drive (KYD) hard drive retention4xx

x

Sealed Battery (SBTY) coverage for up to 4 years4xx

x

International Service Entitlement (ISE) extends
ADP, KYD, and SBTY coverage internationally7xxx

Coverage for consumer products
sold to commercial customers

xx

FEATURES

PremierSupport

Break / fix support for broken machines

PremierSupport
Plus

Premier Support in detailTechnical Account Management
Count on a single point of accountability for escalation management. We liaise withIT to maintain trust, while your employees have immediate access to experts.

Lenovo Service Connect
Manage your device fleet with installed base visibility and easily track your support ticket
status level.

Premier Asset Tag8
Protect your devices throughout their full lifecycle – and reduce the risk of theft and loss
that can come from hybrid working.
These optional tags show network and location information, as well as configuration detailfor greater visibility.

Let’s talkGet productivity and satisfaction back on track, with Premier Support.
Free your IT team, power your end-users and drive digital transformation with access toelite troubleshooting. Available 24x7x365, you can rely on expert technicians to leverageparts priority with next business day response and onsite labor for repairs.

Unlock better outcomes.
Learn more about Premier Support

WWServices_Premier-Support_brochure_080723_ext _TS(1) Top SMB digital & IT pain points & solutions, what does the research say?, Konica Minolta, June 2021, (2) Global IT Experience Benchmark H1/2022,HappySignals, (3) OEM software only, level 1 best effort support, (4) Dependent on market, parts, and HW availability, (5) Customer authorization andWin10 or Win11 OS required; Component replacements provided on amber alerts, even without diagnostics issue confirmation, (6) 500 unit minimum,(7) Not applicable on SMB / consumer models, (8) Available on build to order systems only
Lenovo reserves the right to alter product offerings and specifications at any time, without notice. Lenovo makes every effort to ensure accuracy of all
information but is not liable or responsible for any editorial, photographic, or typographic errors. All images are for illustration purposes only. For full
Lenovo 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.