LenovoEMC Network Storage Services

We understand that assuring the availability of your Lenovo Network Storage devices is a critical part of your data protection strategy. Lenovo’s portfolio of service plans provide you with the right level of support for the entire life of your device. Having Lenovo provide your service plan assures dependable delivery and lower total cost of ownership of your Lenovo network storage solution. Lenovo Service is available 24x7 to protect your network storage technology investment with fast, consistent and reliable technical and problem-solving expertise.

Service plans1 for your Network Storage devices are offered at different levels to best meet your needs2.


    • Extended Service Plans
    • Extended Service Plans
    • 24x7 technical support & extends your warranty for 5 years.


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      • - 24x7 technical support
      • - Advance exchange
      • - Priority with technical support
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    • Enhanced Service Plans
    • Enhanced Service Plans
    • 24x7 technical support with next day onsite service.


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      • - 24x7 technical support
      • - Next business day parts replacement
      • - Expedited advance exchange
      • - Priority with technical support
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    • Premium Service Plans
    • Premium Service Plans
    • 24x7 technical support with 4 hour onsite service.


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      • - 24x7 technical support
      • - 4 hour parts replacement
      • - Expedited advance exchange
      • - Highest priority with technical support
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Service Plan Comparison


Support Features Base Extended Enhanced Premium
Free unlimited Phone Technical Support

Technical Support

Lenovo technical support experts will quickly identify the cause of the problem and provide a solution.
Mon - Fri
(Local business hours)
24 x 7
(After hours in English)
24 x 7
(After hours in English)
24 x 7
(After hours in English)
Onsite Parts Replacement

Onsite Parts Replacement

If Lenovo determines that your Lenovo product requires service, we will dispatch a service provider to repair or replace the affected hardware; the necessary replacement part will be shipped next business day. 4-hour service covers the strategic parts kit included in the Premium Service Plan, all other parts are NBD.
Not included Not included NBD
(Next Business Day)
4Hr Parts Replacement
(Parts in Strategic Parts Kit, NBD for other parts)
Strategic Parts Kit

Strategic Parts Kit (Rackmount models only)

This is part of the Premium Service plan, and can be purchased separately for the other service plans. This kit includes the following items:
  • - Replacement hard disk drive (HDD)**
  • - Replacement power supply
  • - Spare Fan (for px12 rackmount models only)
Available for purchase for rackmount models Available for purchase for rackmount models Available for purchase for rackmount models Included
RMA Parts Delivery

RMA Parts Delivery/Hardware Replacements

When an RMA is necessary. Lenovo offers the following delivery options:
  • - Advance Exchange: Lenovo will send a replacement device or component and a mailer label for easy returns.
  • - Expedited Advance Exchange: Lenovo will use expedited shipment for replacements.
Advance Exchange Advance Exchange Expedited Advance Exchange Expedited Advance Exchange
Support Priority

Support Priority

Customers with Premium Plans Receive the highest priority in the support queue. Extended and Enhanced Service Plans entitle you to priority routing.
Normal Priority Priority Highest Priority
Web Support with up-to-date knowledge base & free software updates

Web-based Customer Support

Access to the latest knowledge base for Lenovo’s network storage solutions, including technical support articles, tutorials and “How to” instructions, the latest software updates and patches, and complete product documentation.
Yes Yes Yes Yes
Automated Support Alerts

Automated Support Alerts

Your Lenovo network storage device provides notifications when new firmware or other updates are available.
Yes Yes Yes Yes
Online Case Tracking

Online Case Tracking

Customers can create an Lenovo My Support account to track and manage open cases within Lenovo Technical Support.
Yes Yes Yes Yes
Warranty

Warranty

Service plans are available for 3 or 5 year terms.
3 Years 5 Years 3 or 5 Years 3 or 5 Years



  1. 1   Not all service plans or types of plans available in all countries or cities. To verify coverage in your area, please visit http://lenovoemc.com/serviceplans.
  2. 2   The Plan must be purchased during the first 12 months following the Product’s purchase date. Registration of service plan must take place within 21 days following purchase of the service plan


     Resources
Related Links
Technical Support

Have a problem? We can help, use our Support web site to diagnose and fix issues related to your LenovoEMC Network Storage Device.

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