Transcript Lenovo Corporate Template

EMEA Services Support Contacts for
Business Partners
• Service Support Center
• Sales Registration Support
• Warranty Entitlement Support
• Advanced Technical Support
• Authorised Service Providers
This document is valid as of May 15, 2012, Please check for new version on LPN portal.
The Service Support Center (SSC) is designed to provide pre-sales
support on Lenovo Services. Our web-based live chat offers an easy
way to contact us and get support from our dedicated SSC Team. If
you prefer, we can be contacted by email.
Unfortunately, at this time we are only able to offer support in
English.
In scope:
The SSC team handles any questions on our services offerings, price queries,
part numbers, service availability & compatibility, customer specific part numbers
enablement, new offerings, marketing deliverables, non-standard services
solution development and more. In fact, any services pre-sales questions.
Out of scope:
The SSC is unable to handle non-services sales queries, such as hardware
questions and complaints.
To start the conversation via instant web chat (link to registered
BPs only) Click here.
Hours of Operation.
9am - 5pm CET (8am - 4pm UK).
Monday - Friday.
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This document is valid as of May 15, 2012, Please check for new version on LPN portal
The Sales Registration team assists our customers and business
partners in registering their warranty extensions and upgrades. We
provide help in several ways: registering services on their behalf,
providing registration status information, detecting and correcting
registration-related problems, etc.
In scope:
- Registration status information
- Detection and correction of registration-related problems
- Service registration
- Contract cancellation
- Registration email shipment
Out of scope:
- compatibility problems
- hardware or software problems
- sell services support
For Western Europe countries immediate assistance hit the link
www.lenovo.com/registrationsupport
Write an email to contact EET & MEA Sales Registration team. The
email should contents machine type, serial number and invoice
number.
Eastern Europe and Turkey at [email protected]
Middle East/Africa at [email protected]
List of countries click here
Back to OVERVIEW
This document is valid as of May 15, 2012, Please check for new version on LPN portal
Warranty Entitlement Support team resolves warranty data
discrepancies in Lenovo internal database and lenovo web look-up
based on customers` requests or complaints.
The support is provided for EMEA countries.
In scope:
Base warranty entitlement issues for Think and Idea products
Missing warranty registrations
Out of scope:
Warranty upgrade registration support
Write an email to contact Warranty Entitlement Support team. The
email should contents machine type, serial number and invoice
number.
Western Europe countries at [email protected]
Eastern Europe and Turkey at [email protected]
Middle East/Africa at [email protected]
List of countries click here
Back to OVERVIEW
This document is valid as of May 15, 2012, Please check for new version on LPN portal
The scope of the technical problems investigated by Advanced
Technical Support team is to ensure the technical analysis of
customer requests, investigate and simulate issues and
demonstrate fix/corrections, and provide the solutions on behalf of
requests by other internal/external teams.
In scope:
- hardware issue as multiply machine incidents
- software problems related to Lenovo preload (BSoD, driver issues, error
messages, etc ...)
- software problems related to customer's image (on best effort basis)
- problems related to Lenovo SW applications (TVT)
- quality issues (broken parts, mechanical failures...) as multiply machine
incidents
- image deployment issues/rollouts stopped
- safety incidents (smoke, fire, electrical failures, etc.)
Out of scope:
- Product Specification and PreSales Support click here for more information
- Warranty Repairs Issues and Complaints contact Lenovo Sales representative
- Lenovo Support Pages Issues
http://support.lenovo.com/en_NO/feedback/sitefeedback.page
- Authorised Service Providers (ASP) Support click here for more information
Write an email to contact Advanced technical Support team at
[email protected]
Back to OVERVIEW
This document is valid as of May 15, 2012, Please check for new version on LPN portal
Authorised Service Providers (ASP) is back office support for
Western Europe Authorised Service Providers (WE ASP)
administering the whole process of warranty repairs provided to
Lenovo customers. This department covers all issues related to
claims placed via SAP Portal as parts' orders for warranty repairs for
THINK products.
Overview of ASP Support:
Program Support
SAP Support
Proof of Purchase submission Support
Finance Support
Back to OVERVIEW
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Program Support team provides education and profile setup support
for ASPs
In scope:
- Administration of web based trainings
- Monitor and report training registrations
- Introduce all new initiatives done by WW training group
- Create corporate accounts in SAP system
- Create individual accounts in SAP system
- Update of MySAP courses
- Create user accounts and assign specific rights to SAP portal
- Provide logon details to: SAP Portal, Relay ware, E-support
- Reset passwords to SAP Portal
Out of scope:
- Any other queries please contact [email protected]
Write an email to contact Program Support team
Western Europe countries at [email protected]
rest of the European countries at [email protected]
List of countries click here
Back to ASP overview
This document is valid as of May 15, 2012, Please check for new version on LPN portal
SAP Support team provides service claims, parts and SAP system
status support for ASPs.
In scope:
- Support on all warranty service procedures
- Informs about SAP claims status
- Solve Missing FRU / part in product list
- Advise on SAP portal issues and errors that occurred
- Answer parts ETA requests
- Solve POD (proof of delivery) and pull labels requests
- DOA (dead on arrival) Part or Wrong Part Received
- any others ASP related questions
Write an email to contact SAP Support team at
Western Europe countries at [email protected]
rest of the European countries at [email protected]
List of countries click here
Back to ASP overview
This document is valid as of May 15, 2012, Please check for new version on LPN portal
Proof of Purchase Submission Support for ASP
In scope:
Proof of Purchase submission only, for claims in status "POP Required"
Write an email to contact POP submission team
Western Europe countries at [email protected]
rest of the European countries at [email protected]
List of countries click here
Back to ASP overview
This document is valid as of May 15, 2012, Please check for new version on LPN portal
Finance Support team advises ASPs on any information regarding
finance.
In scope:
- sends monthly reimbursement reports to service partners
- control of invoices
- processes payments of correct invoices
- updates bank details of service partners
- informs partners about payment dates
- checks unpaid claims
Out of scope:
- Any other queries please contact [email protected]
Write an email to contact Finance Support team
Western Europe countries at [email protected]
rest of the European countries at [email protected]
List of countries click here
Back to ASP overview
This document is valid as of May 15, 2012, Please check for new version on LPN portal
List of countries
•
Western Europe
Austria
Belgium
Denmark
Finland
France
Germany
Israel
Italy
Netherlands
Norway
Portugal
Spain
Sweden
Switzerland
United Kingdom
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•
Middle East and Africa (MEA)
Abu Dhabi
Qatar
Afghanistan
Saudi Arabia
Algeria
Tunisia
Bahrain
United Arab
Emirates
Yemen
Dubai
rest of Africa
Egypt
Iran
Iraq
Jordan
Kuwait
Lebanon
Libya
Malta
Morocco
Oman
Pakistan
•
Easter Europe and Turkey (EET)
Albania
Bosnia and Herzegovina
Bulgaria
Croatia
Cyprus
Czech Republic
Greece
Hungary
Kosovo
Macedonia
Moldavia
Montenegro
Poland
Romania
Serbia
Slovakia
Slovenia
Turkey
Yugoslavia