1. Lenovo Enterprise Services Enablement
Lenovo Enterprise Services Team − March 2015

2. What is Lenovo Enterprise Services?
Lenovo Services (previously known as IBM ServicePac) is a portfolio of pre- packaged 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

3. 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

4. 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).

5. 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)

6. 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

7. 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:
Usage and installation
Product compatibility and interoperability
Interpretation of product documentation
Diagnosis information review to aid problem determination/isolation
Configuration samples
Defect support
Electronic support (where available for problem submission)
For a Virtualization Software Support Options go to information.html#operational_guide page.

8. Select the correct Lenovo Enterprise Services
Lenovo Services “ServicePac” Product Selector Tool – SPST

9. 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
The Business Partner obtains the correct Products information also the Selection Guide/Selector Tool available on:-
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

10. Ordering & Registration Process Flow

11. Key Information Resources
Lenovo Enterprise Services WEB Page