February, 2015

Alexandru Dorogan – adorogan@lenovo.com

Enterprise Services

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

2

Agreement for Services

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Agreement for ServicesWays to acquire:1. Lenovo Services (ServicePac) Part number for selected SLA + registration on the web Registration on Machine Serial number

2. SSU Contract (ServiceSuite) Creating Contract Proposal for signature for End-user, BP and Lenovo Contract is registered on customer - usually for open period

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Service Pack

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Services for Lenovo x86 machines Easy to select Easy and clear pre-defined portfolio Easy purchase Easy selling Easy registration One time charge Margin

4

Service Pack - Service types

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

• Warranty And Maintenance Option (WAMO) Typically 3 to 5 years, extends warranty time, upgrades service level• Maintenance Agreement (MA) known as Post Warranty Typically 1 or 2 years, extends „warranty time“, upgrades service level• Remote Technical Support phone assistance SW Support for Windows or Linux Support line virtualization SW support VMware SW support VirtualCenter SW support Hardware Remote technical support for Storage products• Other Services HDD retention (not available yet in Bulgaria)

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Service Pack

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

https://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do

Klick on •Downloads

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Service Pack

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Select: •Country•Export Type •Company: „Lenovo“ and click Download

Open file:(example below)

Family

Family

Country

Brand

Family

Machine Type

Model

Service Description

ServicePac Type

Part Number / Seo #

List Price / Retail Price

SVP Announce date

MT/Model Announce date

Report date

Withdrawal of MT/MD

Assortment Module

Czech Republic

System x

Flex System x440 Compute Node 7167

4 Year Onsite Repair 9x5 4 Hour Response

Warranty And Maintenance Option

00AC217

CZK25234.00

08/01/2013

02/12/2014

20/12/2014 V030

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Service Pack - FAQ

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Can I combine WAMO and MA Partnumber?Yes, and it is recommended!!Sell 2 HW ServicePac PN plus SW support at the same time 1x WAMO + 1x MA 1x MA + 1x MA Example A: 3 yrs WAMO + 2 yrs MA to cover 5 yrs (+ 1x HDD retention + SW support) Example B: 3 yrs base machine Warr + 2x 2 yrs MA covers 7 yrs (+ 1x HDD retention + SWsupport) Only 2 HW ServicePac PNs may be registered at the same time: 1 current (becomes now active) + 1future (waiting), system cannot assign second future SW Services or Other services may be added to any current or future HW ServicePac as their validity is parallel

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Service Pack - FAQ

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

When to buy and register Service Packs? Warranty and Maintenance Option -WAMOvalid from time of installation; purchased always for a new machine; register within 60 days (recommended); Maintenance Agreement - MAvalid after base mach. warranty expiry or WAMO expiry; may be purchased anytimea) with a new machine – validity will start after warranty end dateb) any time before end of warranty – validity start after warranty end datec) after warranty• during ServicePac contract validity – validity start just after previousServicePac expiry• after ServicePac expiry or without contract – validity start on ordering date

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Service Pack - FAQ

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

SLA Committed vs. target Response?• 24HRS Committed Service (CS): - is guaranteed time between problem reporting to IBM and problem resolution• 4HRS, SBD, NBD Response: - is Response Target time to start the repair; average time, not committed, a best effortCan I change SLA of a once registered (ServicePac)? No.

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Usefull links

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

• How to find Warranty conditions, status or end date…fill in Machine Type : e.g. 7945 and serial number, e.g. KD6L5NKhttp://www-947.ibm.com/support/entry/portal/wlup

• How to find base warranty of each machine?http://www.redbooks.ibm.com/ …look for server type

• How to find useful information for „Lenovo Services“:http://www-05.ibm.com/services/europe/maintenance/useful-information.html#software_support

• How to find Lenovo Services local T&C …open link and select your countryhttp://www-05.ibm.com/services/europe/maintenance/by-country-items.html?

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SSU Contract (ServiceSuite)

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

SSU Enables tailored type of HW Maintenance Contract for End user• Contract start, contract end date• Contract duration: open, 1 year to 5• Payment terms: yearly, quarterly, prepaid, price protection• Hours Coverage: 5x11, 7x24,• SLA: Response times, committed service times

SSU Contract is registered on Customer, machines may be added or substituted by new HW.

Re-establishment fee is charged for period of 3 months min. and 12 months max. if machine was after warranty and with no MA agreement. Customer pays for past time from 3 to 12 months and for new period.

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SSU Contract (ServiceSuite)

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Contractual documents in SSU:

Lenovo cover letter for Enduser / for BP Agreement (T&C‘s) ….for Enduser Schedule + SOW ….for Enduser, no price Schedule + SOW ….for Distributor with price

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SSU Contract (ServiceSuite)

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Lenovo – EndUser; Invoicing via Distri & BP

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QUESTIONS ?

2015 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.