Lenovo ISG Support Plan - Software
Lenovo ISG Support Plan - Software
Lenovo ISG Support Plan - Software
Thank you for choosing Lenovo! Lenovo offers a comprehensive portfolio of services with a global service delivery network that provides a level of service and execution that you will not get from other companies. The Lenovo Services team is here to support you with services that are reliable, flexible, and trusted.
This Support Plan provides contact numbers, resources, and guidance to help you get the best support possible when and where you need it.
Terms and conditions
The Lenovo statement of limited warranty
To review the systems base warranty in the Lenovo license agreement, go to Warranty Policy.
Services warranty service agreement terms and conditions
To review the service agreement for warranty extensions and upgrades, go to data center service.
Warranty information
Warranty status and expiration
To use the Warranty and Parts lookup Support portal, the four-digit machine type and serial number is required. Use the following link to access the Warranty and Parts Lookup portal.
For System x, ThinkSystem, and ThinkServer products, go to Warranty Lookup.
For Warranty upgrade information, go to Upgrade Warranty.
For General warranty information, go to Services.
Software Support ServiceLenovo offers a comprehensive portfolio of services with a global service delivery network that provides a level of software support service and execution that you will not get from other companies. |
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Fee-based Software OverviewThe following list identifies the fee-based software covered by this Lenovo Support Plan.
Free Software OverviewThe following list identifies the free software covered by this Lenovo Support Plan.
For more information on free software support, go to Lenovo XClarity Support page. IMPORTANT: The support for LXCA & LXCI is covered by LXCP. Software Service OverviewThe following list identifies the software service covered by this Lenovo Support Plan.
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Working with your remote technical server representative |
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Before contacting supportTo help support technicians more quickly determine and resolve your problem, make sure to have the following information available:
Placing the callAfter you have gathered the appropriate information, you are ready to place a call.
Submit a service request onlineTo submit a request online, go to: Service Request IMPORTANT: Lenovo is not responsible for lost data or software and is not required to advise or remind you of appropriate backup, security, or other procedures. Before repairs are made to your ThinkServer, System x, or Storage device, it is your responsibility to:
EntitlementThere are two different methods to pass the entitlement check. IMPORTANT: You should receive an electronic Proof of Entitlement (ePOE) which contains the IBM customer number by e-mail as below example shows. If your contact e-mail is not correct, your entitlement is not created correctly, or you need a copy of the ePOE, send an e-mail to SW_override@lenovo.com and including the following information to receive a new copy of the ePOE.
IMPORTANT: Register your software service correctly before you contact the service provider; otherwise, you will fail the entitlement check. You should receive an e-mail which will instruct you to register your software service (see the following example). If you have problems registering your software service, contact your sales representative or send an e-mail to your Lenovo representative.
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Working with Lenovo Forum representative |
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Starting the topicYou can go forums to post a topic to get help for free software. Go to “Datacenter Systems Management” branch and the “Lenovo XClarity” sub-branch to start a topic for help for LXCA, LXCI, and LXCM. The forum representatives will answer your topic when he or she is available. IMPORTANT: Lenovo is not responsible for supporting free software. Your topic may not be answered on the Lenovo Forum, and your issue may not be solved. If support service is required, please purchase fee-based software or software service.
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Choices for VMware Support Service |
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ServicePacYou could have chosen ServicePac as your VMware support service from October 1, 2014 to June 30, 2015. Follow the instructions above to get ServicePac support. VMware's Own Support ServiceLenovo resold VMware products with VMware support service from July 1, 2015 to March 31, 2016. Please contact VMware directly to get support for your VMware products. Bundled Lenovo L1 / 2 Support ServiceLenovo resold VMware vSphere products with bundled support service from April 1, 2016. You can follow the above instructions to get bundled Lenovo L1 / 2 support. IMPORTANT: Ensure all VMware products that you purchase from Lenovo include at least one VMware vSphere product with bundled support service, and make sure its S&S is still valid. Otherwise, you may not get the support service for your VMware products. |
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Escalation assistance |
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At any time while you are working with a remote technical support representative and are not satisfied with the level of support, you have the ability to request that the case be escalated. It is best to work with Level 1 support for the initial phase, as they are responsible for gathering and analyzing the appropriate problem determination data.
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Billable services |
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Some services may be determined to be beyond the normal break/fix support covered by your warranty or maintenance contract coverage. In these instances, you may be asked to provide a Purchase Order (PO) or credit card number to pay for the billable service. Billable, or out of scope, work is provided on a best effort basis.
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Resources |
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Services lookup tools |
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Data Center Solution ConfiguratorTo instantly find compatible services for any Lenovo server, storage and network, use the Data Center Solution Configurator at DCSC Service.
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