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Lenovo Services – Priority Technical Support


Streamlining the Enterprise Product Support Process

Lenovo Services - Priority Technical SupportPriority technical support flowchartPriority Technical Support is an enhanced warranty plan that provides direct anytime-access to the right level of technical support on the first call, making your priority our priority.

Bypass basic troubleshooting and experience shorter hold times, reduced repair times and higher first time fix rates, freeing up your resources to focus on mission-critical business activities.


Benefits Include:
  • • Faster problem resolution
  • • Maximized end user uptime and helpdesk productivity
  • • Optimized IT staff resource allocation and time
  • • Low predictable, scalable pricing to help you manage overhead costs
  • • Flexible service levels that fit your needs

What you getWhat it doesHow you benefit
Priority call routing to advanced technical support You receive a dedicated phone number and calls are routed into a direct queue to our advanced skill technicians, providing faster response, usually less than one minute. Your time is valuable, your needs are critical. Calls are answered fast and we get you to the front of the call queue to the right level of technical support.
24x7 telephone technition-to- technition support Priority Technical Support technicians are available 24x7 and are trained to solve the most critical technical support issues. Problems don’t always happen during normal business hours. We’re on call around the clock to get you and your business back on track, fast.
Web-based service call tracking tools Lenovo gives you a Web-based tool to track all of your service calls through to resolution to reduce administrative time. Identify root causes and develop remedial action plans. You gain powerful knowledge about your PC issues, plus you have clear insight into open and closed service calls.
Escalation management When high impact or complex PC support issues arise, an escalation process manages the problem from diagnostics to closure. You gain peace of mind knowing even the most complex issues will be resolved, thereby increasing end user satisfaction in the process.
Local language support 24x7 local language phone support on Lenovo hardware and standard pre-loaded third-party software. We speak your language. Our global network of regional support centers is your assurance that no matter where your business goes, we’re there, with expert technical support.
Third party software support¹ We can also troubleshoot basic, pre-loaded software problems. For more advanced software issues, Lenovo will patch you over to the appropriate software vendor and stay on the line to communicate the issue with the vendor technician. Save time with a convenient single source for both hardware and software needs.

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1 – Customer must have service contract with software vendor.  If customer does not have software agreement, Lenovo will provide courtesy transfer to appropriate vendor toll-free support line.  Service is limited to software vendor service hour.

2 – where available, service conducted during normal business hours.



 
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