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The following table explains warranty service definitions in more detail.

Table 21. Warranty service definitions

Term

Description

On-site service

A service technician will arrive at the client's location for equipment service.

24x7x2 hour

A service technician is scheduled to arrive at the client's location within two hours after remote

problem determination is completed. Lenovo provides service around the clock, every day, including

Lenovo holidays.

24x7x4 hour

A service technician is scheduled to arrive at the client's location within four hours after remote

problem determination is completed. Lenovo provides service around the clock, every day, including

Lenovo holidays.

9x5x4 hour

A service technician is scheduled to arrive at the client's location within four business hours after

remote problem determination is completed. Lenovo provides service 8:00 am - 5:00 pm in the

client's local time zone, Monday-Friday, excluding Lenovo holidays. For example, if a customer

reports an incident at 3:00 pm on Friday, the technician will arrive by 10:00 am the following Monday.

9x5 next

A service technician is scheduled to arrive at the client's location on the business day after remote

business day

problem determination is completed. Lenovo provides service 8:00 am - 5:00 pm in the client's local

time zone, Monday - Friday, excluding Lenovo holidays. Calls received after 4:00 pm local time

require an extra business day for service dispatch. Next business day service is not guaranteed.

Committed

Problems receive priority handling so that repairs are completed within the committed time of 6, 8, or

Repair

24 hours. Lenovo provides service 24 hours/day, every day, including Lenovo holidays.

The following Lenovo warranty service upgrades are available:

Warranty and maintenance service upgrades:

Three, four, or five years of 9x5 or 24x7 service coverage

Onsite response from next business day to 2 or 4 hours

Committed repair service

Warranty extension of up to 5 years

Post warranty extensions

Committed Repair Service

Committed Repair Services enhances the level of Warranty Service Upgrade or Post

Warranty/Maintenance Service offering associated with the selected systems. Offerings vary and are

available in select countries.

Priority handling to meet defined time frames to restore the failing machine to good working

condition

Committed repair service levels are measured within the following coverage hours:

24x7x6: Service performed 24 hours per day, 7 days per week, within 6 hours

24x7x8: Service performed 24 hours per day, 7 days per week, within 8 hours

24x7x24: Service performed 24 hours per day, 7 days per week, within 24 hours

Hard Drive Retention

Lenovo's Hard Drive Retention service is a multi-drive hard drive retention offering that ensures your

data is always under your control, regardless of the number of hard drives that are installed in your

Lenovo server. In the unlikely event of a hard drive failure, you retain possession of your hard drive

while Lenovo replaces the failed drive part. Your data stays safely on your premises, in your hands. The

Hard Drive Retention service can be purchased in convenient bundles with our warranty upgrades and

extensions.

Microcode Support

Keeping microcode current helps prevent hardware failures and security exposure. There are two levels

of service: analysis of the installed base and analysis and update where required. Offerings vary by

country and can be bundled with other warranty upgrades and extensions.

System x3550 M4 (E5-2600 v2) (withdrawn product)