Continuing on the expansion of our ThinkPlus Services portfolio, Lenovo offers ThinkPlus Priority Support, for Enterprise, a consolidated package of support services designed to assist helpdesk resources to achieve internal SLAs and improve IT productivity. This service package is targeted at the large, middle, and public sector enterprise, including geograpichally distributed companies. ThinkPlus Priority Support meets customer's growing demands for speed of response with:

– 24 x 7 telephone technical support
– Priority call routing
– 9 x 5 next business day on-site service response

ThinkPlus Priority Support enhances helpdesk productivity and performance with direct access to advanced-level technicians, Web-based electronic call tracking, third-party software support, and escalation processes with customer-designated severity levels. ThinkPlus Priority Support for Enterprise provides global service consistency for medium and large enterprises with operations in multiple countries throughout the world.

ThinkPlus Priority Support is available for purchase from Lenovo Account Representatives or through Lenovo resellers and is available on select ThinkPad, ThinkCentre, and ThinkStation systems.

ThinkPlus Priority Support provides the following features and benefits:

24 x 7 consolidated telephone technical support -- Simplify support with a single source for hardware and software expertise available when you need it the most. Includes troubleshooting and diagnostics support on core hardware and software components (including designated operating systems and Lenovo applications).

Priority routing -- Readily available and direct access to support with calls routed through priority call queues, typically answered in one minute or less.

Advanced-level technicians -- Fast problem resolution from technicians with the expertise you expect and deserve, to diagnose and solve problems quickly.

Third-party software support -- Lenovo will provide best effort troubleshooting on problems with preloaded third-party software applications. For software usage issues beyond Lenovo's scope of third-party software support, Lenovo will facilitate a transfer to the third-party software vendor and create a problem incident on customer's behalf. Customer must have the appropriate active software agreements and entitlement with the respective third-party vendors.

Electronic call tracking system -- Lenovo's automated Web-based tools track and provide reporting on service calls from start to completion to minimize administrative time.

Escalation processes with customer-defined severity -- Escalation processes to manage complex incidents from diagnostic to resolution.

Next business day (9 x 5) on-site service. Convenient on-site service delivery, at your place of business, with the parts and expertise to fix the problem right the first time.
General
Type Extended service agreement
Service Included Parts and labor
Full Contract Period 3 years
Response Time Next business day
Service Availability 9 hours a day / 5 days a week
Details
Service & Support Details Extended service agreement - parts and labor - 3 years - response time: next business day - availability: 9 hours a day / Monday-Friday ¦ Technical support - phone consulting - 3 years - availability: 24 hours a day / Monday-Sunday