Transcript LENOVO TEMPLATE 2011

What is Lenovo Enterprise Services?
Lenovo Services (previously known as IBM ServicePac) is a portfolio of prepackaged 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
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Value proposition of 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
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Hardware Lenovo Enterprise Services Portfolio
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 machines
out-of-warranty or expiring existing warranty service upgrade (WSU)
or maintenance agreement (1 or 2 year contracts).
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Hardware Lenovo Enterprise Services Portfolio – continued
Warranty Services Upgrade and Maintenance options for:
System x
OEM Storage
Service Level Options:
 7x24x4, 5x9x4
 Committed Fix
– 7 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)
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Software Lenovo Enterprise Services
 The support provides remote technical assistance for VMware,
 Microsoft Windows, Red Hat and SUSE enterprise Linux
 Support Line for Virtualization
 Service Scope:
– Usage and installation questions
– Defect & non-defect support (“How-to”)
– Product compatibility and interoperability questions
– Escalation to relevant software vendors
– Unlimited calls
 Service Levels:
– 24x7x365 Mission Critical Support
– 2 hour target response time
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Support Line for Virtualization
 Support Line for Virtualization on X86 machines is an integrated, remote support solution for
Virtualized environments
 With this service, you get remote telephone-based assistance with the following types of questions:
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Usage and installation
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Product compatibility and interoperability
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Interpretation of product documentation
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Diagnosis information review to aid problem determination/isolation
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Configuration samples
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Defect support
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Electronic support (where available for problem submission)
For a Virtualization Software Support Options go to http://www-05.ibm.com/services/europe/maintenance/usefulinformation.html#operational_guide page.
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Select the correct Lenovo Enterprise Services
Lenovo Services “ServicePac” Product Selector Tool – SPST
 https://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do
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Lenovo Enterprise Services Ordering & Registration
 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
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Ordering & Registration Process Flow
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Key Information Resources
Lenovo Enterprise Services WEB Page
https://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do
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