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Overwhelmed by service requests that distract from strategic priorities- Concerned with cost savings, device downtime, and unpredictable IT expenses
- Needing to maintain efficiency and productivity across global or complex environments
- Wanting to offer proactive, high-level support
| Features | Lenovo Standard Support | Premier Support | Premier Support Plus |
|---|---|---|---|
| Break/fix support for faulty machines | |||
| Advanced technical support available 24 x 7 x 365 | |||
| Comprehensive hardware & OEM software support1, including "how to" support for next-gen AI PCs | |||
| Single point of contact for simplified end-to-end case management | |||
| Technical Account Managers for escalation management | |||
| Direct phone access to engineers and personal support with unscripted solutions | |||
| Next business day on-site labor & parts prioritization2 (select markets) | |||
| Standard reporting available on request (service level, repeats, in/out warranty, etc.) | |||
| Lenovo Service Connect for asset management, product support & service case (or request) tracking (for eligible customers) | |||
| Coverage for consumer products sold to commercial customers | |||
| AI Agent for personalized support, troubleshooting, repair & warranty status updates | |||
| Proactive & predictive issue detection, case creation & notification powered by Lenovo Device Orchestration (LDO).3 Health dashboards to monitor device performance, including power management & automated BIOS & firmware updates. | |||
| Services Engagement Manager (SEM) for proactive asset reporting & relationship management4 | |||
| Sealed Battery coverage for up to 4 years | |||
| International Service Entitlement | |||
| Accidental Damage Protection2 covers accidental damage beyond standard warranty with savings up to 94% on accidental repairs5 | |||
| Keep Your Drive |
1 OEM software only, level 1 best effort support
2 Dependent on market, parts, and hardware
3 Customer authorization and Win10 or Win11 OS required; Component replacements provided on amber alerts, even without diagnostics issue confirmation.
4 500-unit minimum
5 Varies according to market and device. All data reflects full FY24/25, except for EMEA, which includes only the first half of the previous fiscal year. Based on internal Lenovo data for ADP claims for 3 most common repairs.
