Lenovo Services - Priority Technical Support

Streamlining the Enterprise product support process

Priority Technical Support is an enhanced warranty plan that provides direct anytime-access to the right level of tech support on the first call, making your priority our priority.

Bypass basic troubleshooting and experience shorter hold times, reduced repair times and higher first time fix rates, freeing up your resources to focus on mission-critical business activities.

Benefits Include:

• Faster problem resolution
• Maximized end user uptime and helpdesk productivity
• Optimized IT staff resource allocation and time
• Low predictable, scalable pricing to help you manage overhead costs
• Flexible service levels that fit your needs

What you get	What it does	How you benefit
Priority call routing to advanced technical support	You receive a dedicated phone number and calls are routed into a direct queue to our advanced skill technicians, providing faster response, usually less than one minute.	Your time is valuable, your needs are critical. Calls are answered fast and we get you to the front of the call queue to the right level of technical support.
24x7 telephone tech-to-tech support	Priority Technical Support technicians are available 24x7 and are trained to solve the most critical technical support issues.	Problems don’t always happen during normal business hours. We’re on call around the clock to get you and your business back on track, fast.
Web-based service call tracking tools	Lenovo gives you a Web-based tool to track all of your service calls through to resolution to reduce administrative time.	Identify root causes and develop remedial action plans. You gain powerful knowledge about your PC issues, plus you have clear insight into open and closed service calls.
Escalation management	When high impact or complex PC support issues arise, an escalation process manages the problem from diagnostics to closure.	You gain peace of mind knowing even the most complex issues will be resolved, thereby increasing end user satisfaction in the process.
Local language support	24x7 local language phone support on Lenovo hardware and standard pre-loaded third-party software.	We speak your language. Our global network of regional support centres is your assurance that no matter where your business goes, we’re there, with expert technical support.
Third party software support¹	We can also troubleshoot basic, pre-loaded software problems. For more advanced software issues, Lenovo will patch you over to the appropriate software vendor and stay on the line to communicate the issue with the vendor technician.	Save time with a convenient single source for both hardware and software needs.

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1. 1 Customer must have a service contract with the software vendor. If the customer does not have software agreement, Lenovo will provide courtesy transfer to appropriate vendor toll-free support line. Service is limited to software vendor service hours of cover.
2. 2 Danish, English, French, Italian, German, Spanish, Swedish

Priority Technical Support for ThinkServer

Your ThinkServer system operates in an “always-on” condition for years at a time, providing business-critical services to your company. If it requires technical support, you don’t have the luxury of waiting for a response. You need Lenovo Services Priority Technical Support, a consolidated support package for both hardware and software that provides fast, dependable, advanced IT support for your ThinkServer system through a single source.

Priority Technical Support is a robust package that includes:

Priority Call Routing with 24x7 Telephone Support

We’re there when you need us. Priority call routing gets you to the front of the call queue with faster response, usually under one minute. We make your priority our priority.

Direct Access to Advanced Level Technicians

With Lenovo’s Priority Technical Support, you receive a dedicated and direct phone number to Level 2 technicians trained in the critical needs of your ThinkServer. You get higher first time fix rates, and reduced repair times, allowing your IT staff to concentrate on other business-critical issues.

Next-Business Day Onsite Service¹

You can’t afford to have your server down. You get the partner you trust, at your place of business, with Lenovo Qualified parts and expertise. We fix the problem right the first time.

Software and Installation Support

Telephone-based software troubleshooting for Lenovo-supported applications, including ThinkServer EasyStartup, EasyManage and Easy Update. See the list of supported software titles.

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1. 1 Where available, service conducted during normal business hours

Priority Technical Support for Business Partners

Lenovo Services provides a comprehensive and complementary portfolio of easy to sell services that support the full lifecycle of Lenovo products. Our award-winning services provide an unequalled experience for your customers and help to drive reach, revenue growth, customer satisfaction and loyalty. You can rely on Lenovo’s scale and established service infrastructure to minimize your risk, maximize your margins and eliminate any investment on your part.

With Priority Technical Support, Business Partners can deliver an enhanced warranty plan on Lenovo systems that provides your customers with direct anytime-access to the right level of technical support on the first call.

• You and your customer decide what support process best suits their needs– customers may contact the Priority Technical Support hotline directly or have you, as a trusted Business Partner, coordinate support through your helpdesk.
• Business Partners who are Lenovo Approved Service Providers can provide next business day on-site warranty services with the skills, infrastructure and expert support of Lenovo backing them, 24/7.
• Lenovo supports you to deliver the best possible support experience for your customers’ new Lenovo systems.

Priority Technical Support leverages Lenovo's worldwide infrastructure and deep technical expertise. This, combined with the personal attention that you, as a Lenovo Business Partner can deliver, is a combination that is unmatched in the industry.