LENOVO TEMPLATE 2011

Lenovo Enterprise Services Team March 2015Lenovo Enterprise Services EnablementLenovo Services (previously known as IBM ServicePac) is a portfolio of pre-packaged Lenovo Hardware and Software Support Offerings, available off the rack at a set price

Lenovo Services provides clients an easy access to essential IT support services at an affordable price

Suitable for customers of all sizes from consumers through to large Corporate businesses. It is designed specifically to be sold at the point of sale of the hardware

What is Lenovo Enterprise Services?

#Ease of purchase and ease of use

Channel product in open distribution

Attractive sales margin

Fixed statement of work and fixed price

Modular offerings which can be interlocked

Simple and easy to understand Terms & Conditions

Value proposition of Lenovo Enterprise Services

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Hardware Warranty Service Upgrades = Base Warranty Upgrade

Extension of the duration of the product warranty or improvement of the service level or a combination of both to meet clients business need

Hardware Maintenance = PW

Post-warranty maintenance for customers with machinesout-of-warranty or expiring existing warranty service upgrade (WSU) or maintenance agreement (1 or 2 year contracts).

Hardware Lenovo Enterprise Services Portfolio

#Warranty Services Upgrade and Maintenance options for:

System xOEM Storage

Service Level Options: 7x24x4, 5x9x4Committed Fix7 x 24 x 24:Service is performed 24 hours per day, Monday through Sunday with 24 hours (*where announced)7 x 24 x 24:Service is performed 24 hours per day, Monday through Sunday with 8 hours (*where announced)7 x 24 x 6: Service is performed 24 hours per day, Monday through Sunday with 6 hours(*where announced)

Hardware Lenovo Enterprise Services Portfolio continued

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The support provides remote technical assistance for VMware,Microsoft Windows, Red Hat and SUSE enterprise LinuxSupport Line for Virtualization

Service Scope:Usage and installation questionsDefect & non-defect support (How-to) Product compatibility and interoperability questionsEscalation to relevant software vendorsUnlimited calls

Service Levels:24x7x365 Mission Critical Support2 hour target response time

Software Lenovo Enterprise Services

#Support Line for Virtualization on X86 machines is an integrated, remote support solution for Virtualized environmentsWith this service, you get remote telephone-based assistance with the following types of questions:

Usage and installation Product compatibility and interoperability Interpretation of product documentation Diagnosis information review to aid problem determination/isolation Configuration samples Defect support Electronic support (where available for problem submission)

For a Virtualization Software Support Options go to http://www-05.ibm.com/services/europe/maintenance/useful-information.html#operational_guide page.

Support Line for Virtualization

#Lenovo Services ServicePac Product Selector Tool SPSThttps://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.doSelect the correct Lenovo Enterprise Services

#Ordered as a Part Number, through Lenovo Business Partner Ecosystem

Must be purchased within 30 days of purchasing the applicable machine type

Must be registered within 15 days of purchase, by completing the registration online at http://www-03.ibm.com/services/eservicepac/customerregistration.wss?countryCode=GB

The Business Partner obtains the correct Products information also the Selection Guide/Selector Tool available on:-https://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do

BP selects the appropriate part number and places the order via his Distributor

The Distributor orders Lenovo Enterprise Services via the Lenovo Order Desk Centre

BP receives registration mail and invoice, which he then submits to the customer

Responsibility lies with the BP to ensure that Lenovo Enterprise Services registration has been actioned by customer

Lenovo Enterprise Services Ordering & Registration

#Ordering & Registration Process Flow

#Lenovo Enterprise Services WEB Pagehttps://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.doKey Information Resources

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