January 2017

LENOVO PREMIER SUPPORT

Channel Services Marketing - PCG

2

WE KNOW WHAT YOUR CUSTOMER IS LOOKING FOR

Enhanced Accountability

Improved Accessibility

Reduced Downtime

Faster Problem Resolution

3

WE HAVE THE ANSWER

Lenovo Premier Support

Unscripted Troubleshooting

Elite Technicians

Technical Account Managers

Dedicated Premier Phone Number

Comprehensive Hardware + Software Support

Next Day Labor and Parts Prioritization

Standard Suite of Asset and Service Level

Reporting

Single Point of Contact for Simplified Case and

Escalation Management Priority

Escalation Path

4

WHY LENOVO PREMIER SUPPORT?

Mr. Customer what this means to you is….

You have someONE to take full ownership of the issue end-to-end

You can immediately reach your Technician, without lots of phone “transfers”

You get a caring, knowledgeable technician who really understands

hardware and software needs and you get informative reports

No more silly tech questions like “have you rebooted your system?”

Your IT Staff can stay focused on critical projects – not on basic

troubleshooting and mundane tasks.

5

ATTRIBUTES/FEATURES LENOVO PREMIER

SUPPORT

Pro Support

Pro Support Plus

Priority Access

(250 unit min)

Priority Access Plus

(1000 unit min)

Priority Management

(1000 unit min)

Direct Tech-to-Tech Access ✓ ✓ ✓ ✓ ✓ ✓

24x7x365 Weekday 7 a.m. - 8 p.m. ✓ ✓ ✓ ✓ ✓

NBD onsite response ✓ ✓ ✓ ✓ ✓ ✓

Online case management/dispatch ✓ ✓ ✓ ✓ ✓ ✓

System health checks/diagnostics ✓ ✓ ✓ ✓ ✓ ✓

Escalation management ✓ ✓ ✓ ✓ ✓

Onsite and parts prioritization ✓ ✓ ✓ ✓

3rd party software support ✓ ✓ ✓ SW Priority Support appears to be separate offer

Hypervisor and OS support Server

Proactive issue detection and notification ✓ ✓ ✓ ✓ ✓ ✓

Standardized global experience (ANZ, UK, DE) 100 countries/

55 languages

100 countries/

55 languages

60 countries/

20 languages

60 countries/

20 languages

60 countries/

20 languages

Standard performance reporting available ✓ ✓ ✓ ✓ ✓

Direct access to elite engineers ✓ No reference made to direct access to engineers

Single point of contact –

end to end case management ✓ ✓ ✓ ✓ ✓

Access to Technical Account Manager ✓ ✓ ✓ ✓

Dedicated Technical Account Manager ✓ ✓ ✓

Optional Mission Critical 2-hour, 4-hour

or 8-hour parts and labor response Special bid

Server/Special bid

on PCs ✓ 4 Hr Avail as separate upgrade

Automated case creation for accelerated

issue resolution

Can be enabled by

customer

Advertised as

automated but manual

process

Advertised as automated

but manual process x x x

Accidental Damage Protection Service Optional Upgrade ✓

Keep Your Drive Service Optional Upgrade ✓

HOW TO SELL THE PORTFOLIO

“Does your IT team get frustrated dealing with standard support

call queues and scripted troubleshooting? “

“How often do you have both hardware

and support issues?”

“Would you find it beneficial to have

access to asset management, and

service delivery SLA reporting?”

“What has your experience been to date

on escalation and case management? “

“Would you find it valuable if your parts

ordering and onsite labor visits received

prioritized scheduling? “

“How much time does your technical support team spend on

submitting calls to support centers”.

Onsite

NBD

Prem

ier S

upport

Keep Your D

rive

Sealed

Batte

ry *

Int.

Upgrade

ADP

Premier Support R R

Support Bundle R R R R R

Protect Bundle R R R R R R

Portfolio Strategy

Leverage Support Bundle as a competitive advantage over

Dell ProSupport

Position Protect Bundle vs. Dell ProSupport Plus

* On 3 Year terms and up with applicable hardware ** Intl. upgrade applies to KYD and Sealed Battery only

Qualifying Questions

Onsite base warranty or upgrade to onsite will be required in order to add Premier Support. In addition, Premier’s term

length must match total warranty length. Stackable and bundles part numbers are available in SmartFind.

**

Compatibility Base Warranty Recommendation Part Number Term Onsite NBD ADP Keep Your

Drive Sealed Battery Premier Support List

L460*, L560*, L570* T460, T460s, T460p*, T560 T470, T470s, T470p*, T570 X260, X270 E450, E550* * For Non-Sealed Systems ONLY

3 Year Depot

Good 5WS0F31381 3 Years $79.00

Better 5PS0F31383 3 Years $159.00

Best 5PS0N36519* 3 Years $209.00

5PS0N36532 3 Years $229.00

1 Year Depot

Good 5WS0F31384 3 Years $159.00

Better 5PS0F31379 3 Years $239.00

Best 5PS0N36520* 3 Years $229.00

5PS0N36524 3 Years $329.00

X1 Carbon X1 Yoga X1 Tablet ThinkPad Yoga 260/460/ 370

3 Year Depot

Good 5WS0K40388 3 Years $89.00

Better 5PS0K40387 3 Years $199.00

Best 5PS0N36532 3 Years $229.00

1 Year Depot

Good 5WS0K40391 3 Years $169.00

Better 5PS0K40390 3 Years $269.00

Best 5PS0N36524 3 Years $329.00

Compatibility Base Warranty Recommendation Part Number Term Depot Onsite NBD ADP Keep Your

Drive Sealed Battery

Premier Support

List

E460, E465, E470, E560*, E565*, E570, E575* * For Non-Sealed Systems ONLY

1 Year Depot

Good 5WS0A23741 3 Years $99.00

Better 5WS0A23776 3 Years $149.00

Best 5PS0N36520* 3 Years $229.00

5PS0N36524 3 Years $329.00

New Good Better Best services includes Premier Support bundles Priority Support bundles remain but are not focus (SPIFF) SKUs this quarter Communicate Premier Support value and Promo bundle changes to your partners!

NEW PCG PROMO BUNDLES WITH PREMIER SUPPORT!

Compatibility Base Warranty Recommendation Part Number Term Onsite NBD Keep Your

Drive Premier Support

List

M900/M910 Tower & SFF M800 SFF M700/M710 Tower

3 Year Onsite

Good 5WS0D81202 4 Years $49.00

Better 5PS0N36529 4 Years $89.00

Best 5PS0N36517 5 Years $129.00

M900/M910 Tiny M700 Tiny M600 Tiny

3 Year Onsite

Good 5WS0D81202 4 Years $49.00

Better 5PS0N36529 4 Years $89.00

Best 5PS0N36517 5 Years $129.00

1 Year Onsite

Good 5WS0D80882 3 Years $49.00

Better 5WS0D80867 4 Years $119.00

Best 5WS0G75019 5 Years $179.00

M900z/M910z All-in-One M800z All-in-One M700z/M710z All-in-One

3 Year Onsite

Good 5WS0D81058 4 Years

$59.00

Better 5PS0N36529 4 Years $89.00

Best 5PS0N36517 5 Years $129.00

Compatibility Base Warranty Recommendation Part Number Term Onsite NBD Keep Your

Drive Premier Support

List

P310 P500, P510 P700, P710 P900, P910

3 Year Onsite

Better 5PS0N36529 4 Years $89.00

Best 5PS0N36517 5 Years $129.00

NEW PCG PROMO BUNDLES – THINKCENTRE & THINKSTATION

LENOVO SUPPORT & PROTECT PCG SERVICE BUNDLES

SUPPORT

Onsite NBD

Keep Your Drive

Premier Support

Sealed Battery*

International Upgrade

PROTECT

Onsite NBD

Keep Your Drive

Premier Support

Sealed Battery*

Accidental Damage Protection

International Upgrade

What's Included: NEW Premier Support – Direct access to advanced Premier Support Technicians, based at Lenovo headquarters in NC, who provide hardware and software support and end to end case management. Premier Support provides parts prioritization for faster return to productivity. A Technical Account Manager is available to assist with escalations or with account level management. Quarterly reports are provided to help customers understand their service case history. Onsite Next Business Day (NBD) - A service provider technician will be dispatched to repair or replace your product at your location on the next business day. This Service is available during normal business hours, Monday through Friday, excluding holidays. Keep Your Drive (KYD) - Lenovo’s Keep Your Drive Service provides a convenient and secure way to retain your drives and confidential data in the unlikely event of failure. Sealed Battery - Sealed batteries require servicing by a trained technician. The sealed battery warranty offers a one-time replacement in the event a covered battery fails to meet minimum performance standards within the first 3 years. Provides significant savings relative to a non-covered battery replacement. Accidental Damage Protection (ADP) - Accidental Damage Protection covers incidents beyond the system warranty, and protects from non-warranted operational or structural failures due to drops, minor spills, electrical surges or failure of the integrated screen. International Upgrade – Extends ADP, KYD and Sealed Battery* coverage internationally

Two options to protect your investment

* Sealed battery included where applicable

10 2016 Lenovo Internal. All rights reserved.

STEP UP TO A HIGHER LEVEL OF SUPPORT.

We’re ready when you are.