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OverviewLenovo offers a comprehensive portfolio of value-added services that support the full lifecycle of your Lenovo assets from procurement to disposition. Our service experience can optimise productivity and user satisfaction by reducing downtime, and enabling you or your IT staff to focus on your business-critical issues.
All Lenovo warranties include phone access to customer support and full coverage on labor, parts and system repair for all manufacturer defects or common-use issues that arise with your Lenovo Product. If an issue cannot be resolved by phone, Lenovo will dispatch a certified technician to attempt repair of your machine at your location with no shipping involved. This service provides parts and labor repair coverage where labor is provided onsite at your place of business. If Lenovo determines your product problem is covered by the product warranty and cannot be resolved over the telephone or with a customer replaceable unit, repair will be made onsite, typically the next business day. Service is available during Lenovo’s normal in-country business hours. Calls received after 4:00pm local time will require an additional business day for service dispatch. On-site service is available in metropolitan areas only. Next business day service is not guaranteed.
Lenovo’s Premier Support enables increased efficiency for in-house IT, SMBs and Business Partners by providing direct tech-to-tech access with extended hours, a focus on advanced, unscripted troubleshooting and a single point of contact for end-to-end case management. Premier offers comprehensive HW and software support, prioritized onsite and parts response, with access to onshore Technical Account Managers for proactive account and escalation management. Bypass basic troubleshooting and experience higher first time fix rates, faster response and greater customer satisfaction, while freeing up your resources to focus on mission-critical business activities. Premier Support is available in select regions.
Lenovo® Premier Support offers:
* For metropolitan areas (i.e. within 60kms of capital cities in ANZ) post completion of phone based troubleshooting pre 4pm (EST) subject to parts availability. Next Business Day service is for Notebooks and PCs only and does not include monitors.
Onshore Technical Call Centre Support from Sydney, NSW. Weekday 7am – 7pm Technical Call Centre Support (Eastern Standard Time). Next Business Day Onsite Labour* & Parts Prioritisation. Designated Technical Account Managers for proactive relationship and escalation management. Single Contact For End-to-End Case Management to see all issues through to closure. Original Equipment Manufacturer (OEM) Software Support to support more than hardware.
Features Lenovo® Depot Support (Standard) Lenovo® Onsite Support (Standard) Lenovo® Premier Support Onshore Technical Call Centre Support Weekday 7am - 7pm Technical (EST) Call Centre Support Next Business Day Onsite Labour* & Parts Prioritisation Designated Onshore Technical Account Manager Single Contact For End-to-End Case Management Original Equipment Manufacturer (OEM) Software Support Weekday 9am-5pm (Local Time) Onsite Parts Replacement
- Accidental Damage Protection (ADP) Support Calls
- Enterprise Software applications
- Non- Lenovo® Supplied Software (i.e. Non-OEM)
- For more information or pricing, please contact your local Lenovo Account Manager or firstname.lastname@example.org
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