2013 LENOVO. ALL RIGHTS RESERVED.

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Why ThinkServer Services?

– Market Overview, Portfolio Summary, Call to Action

– Portfolio Facts

– Same Day Response Services

– Support and Resources

– LenovoEMC Services

– AWSP Program Overview

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

GOOD FOR CUSTOMERS

– Server services provide a better customer experience

– Customers expect business critical server services from server OEMs

– Cost of disrupted operations is much higher than price of service



GOOD FOR PARTNERS

– Competitive portfolio with same day and around-the-clock offerings

– Pricing BEATS competition for comparable offerings

– Services should be included in every proposal



GOOD FOR PROFITS!!

– Services are a profit engine

– Added margin allows aggressive HW pricing – price the total solution value!!

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Know Services, Know Profit!!

ThinkServer Services Grow Profit

$- $100.00 $200.00 $300.00 $400.00 $500.00 $600.00 $700.00

ThinkServer RD530 3YR Onsite 24x7x4 Hour Response TOTAL

GP $

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ThinkServer Services to meet customer requirements:



Critical:

– Parts stocked and available onsite same day

– Robust same day onsite service offerings

– ThinkServer 4-hour and 8-hour same day response



Important:

– 24x7 call center coverage

– Lenovo Priority Tech Support



Moderately Important:

– Online and remote support services

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Core ThinkServer Services Portfolio

GOOD

(Base Warranty)

BETTER

BEST

Next Business Day 9x5

Next Business Day Onsite Response Service Some parts are customer

replaceable

Priority Technical Support +

4 Hr Onsite Response Time 9x5

OR

8 Hr Onsite Response Time 24x7

All parts are tech installed

Priority Technical Support +

Keep your Drive +

4 Hr Onsite Response Time 24x7

All parts are tech installed

(Optional)

Priority Technical Support, Keep Your Drive, Asset Tagging, Custom Imaging, Online Data Backup, Asset Recovery

Find everything you need to know about ThinkServer and ThinkServer Services and Options at:

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

New services that are easier to sell

– New bundles and post-warranty offerings

– Channel-friendly, expanded TopSeller offerings

– Competitive pricing strategy

– LenovoEMC services



Improving support and delivery quality



More on the way for 2014!

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ThinkServer Services Fact Sheet

ENHANCED SUPPORT OPTIONS (available with any warranty) BASE WARRANTY

WARRANTY UPGRADE OPTIONS

(1) Lenovo troubleshoots basic software problems or will transfer customers to the appropriate software vendor to assist in resolving issues. If customer does not have service agreement with the software vendor, Lenovo will provide courtesy transfer to appropriate vendor toll-free support line.

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ThinkServer Services Offerings

SERIVCE

POSI

TIO

NING

ADV ANC ED PREMIUM HOME BASIC

Base Warranty Extensions – On-Site NBD 9x5 4yr and 5yr On-Site SBD 4hr Response 9x5

On-Site SBD 8hr Response 24x7

On-Site SBD 4hr Response 24x7

Priority Support Keep Your Hard Drive

Asset Recovery Services Asset Tagging Image Load Configuration Services Installation Services Rack Services Project Management Solution Architect 2hr Response/6hr Repair Remote Monitoring Event Monitoring Policy Monitoring

Advisory / Consulting Services

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 Drive higher attach rates >30% of ThinkServer Services

– Competition is at 60% or higher (IDC metrics)

– Services attach is business as usual for HP, Dell, IBM Servers

– We are priced very competitively, typically much less for comparable coverage

– More revenue, profit, and commission!

 Quote ThinkServer Services 100% of the time

– Don’t remove services before quoting the customer to compete on price

– Focus on total solution value!!

– Our competition is attaching services, we don’t need to remove services to compete on price  Focus on services for a total solution

– Proactively sell services

– Reach out to your Lenovo channel rep for help

– Understand the TCO value of ThinkServer Services

Call To Action

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

We have an excellent core ThinkServer services portfolio

– Meets core competitive break/fix offerings and beats on price!

– Profit driver for our partners

– Channel Partners are our service partners – we want to help you grow!



We can address custom requirements and RFPs

– Enhancements, including system bundling, planned for next year



We are developing new offerings for 2014

– Industry Trends, Partnerships, Feedback from Channel and Customers



Next year, look for:

– Enhanced sales and technical training with certifications

– Channel Program Enhancements

– Continual improvement on quality, coverage, and total customer experience

– Improved tools to make selling ThinkServer services easier

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

Positioning Base Warranty Coverage:

– Base warranty provides next business day service and standard call center support

–Genuine Lenovo Parts for the life of the base warranty, Lenovo Certified Technicians

–Some parts are customer replaceable (including internal memory)

–Level 1 call center agent is the first point of contact

–Service will be scheduled the next business day based on technician availability

–If problem is not diagnosed directly on the phone, multiple technician visits are possible

–Base warranty is “good enough” for:

–Non-critical servers – spares, servers with shared workloads in redundant networks, file/print

–Smallest portion of install base

–Tends to be most appropriate for low-end tower, non-essential workloads



Typical Objection to upsell:

– Hot spare is inexpensive, service price compared to total server hardware price

– Not a critical asset, SLA is unimportant

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

Positioning Warranty Upgrades:

– All the features of base warranty, PLUS:

–Same Day Response: 4 or 8 Hour Service Windows, 9x5x4 or 7x24x4 or 7x24x8 Response

–Clock starts when phone triage completes

–Technician visit is predictable within the upgrade window

–Example of 7x24x4: Place call at 2:00 a.m., tech arrives by 6:00 a.m.

–Parts delivery with the technician for rapid response

–Ensure Lenovo parts are planned and available in the right stocking locations

–Lenovo cannot plan for parts for upgrades that have not been sold as Lenovo Services

–All same day offerings automatically eliminate CRUS – all parts installed by field tech onsite

–Improves customer satisfaction and rapid repair/resolution

–Customer/partner resources not required to complete repair

–Reduces total cost of ownership

– For Partners, minimize chances of customer escalations to selling partner/rep

–Saves time, improves customer experience, reduces partner expense/time to resolve issue

Warranty Upgrades: Facts

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Lenovo Options Preferred Service Coverage

 ALL Lenovo options are supported by Lenovo Priority Technical Support

– Third party options will be referred to manufacturer for support

 ALL Lenovo options are covered by Lenovo Warranty upgrades

– 4 hour response, elimination of CRUs, Keep Your Drive

 Genuine Lenovo options preserve the integrity and value of important warranty upgrades

 Lenovo options simplify service management and delivery

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

Positioning Keep Your Drive:

– Essential for customers who must keep their data secure on customer premises

– Eliminates parts return logistics for failed hard drives, covers multiple drives and failures

–Very low cost to eliminate very costly risk liability

– Must have for medical, retail, insurance, education, financial, technology sectors

– Many customers assume they can keep their drives

–Important to review this fee-based service with customers

–Avoids surprise invoices for non-returned parts

–Communicate the value of this Lenovo service

– We are priced very favorably to our competitors

– Keep your drive is available in bundles to make ordering easy

– Keep your drive is not stackable – must be ordered in a bundle or standalone add to base

–If added as a standalone to base warranty, term must match base warranty term

Keep Your Drive: Facts

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Positioning Priority Technical Support (Call Center Support Upgrade)

– Call taken by advanced technician, rapid queue (less than 2 minutes to live answer)

– Customer technical staff or partner technician gets the skill level they need

–They already know what the problem is and have performed simple troubleshooting

–Need the right expert, right now!

– Improves first time fix rates – onsite technician has the right part the first time

– Priority Support customers also get access to Electronic Service Call web tool (ESC+)

–Place and manage service calls via the web

– Pays for itself with just one repair! Three year offering costs 10 cents per day!

– Available in bundles or as a stackable, standalone sku

–If ordered standalone, term must match base warranty term

Priority Support: Facts

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What Is It?

 Priority Technical Support is an enhanced support plan that provides direct access to advanced call center agents via a dedicated phone number and prioritized call queuing

How Can It Help Your Customer?

 Improves basic troubleshooting experience with

shorter hold times.

 Faster, more advanced call center support can help

reduce repair times and increase first time fix rates.

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Lenovo Server Priority Support Coverage

What is supported

What is “not” supported

Lenovo pre-loaded software Special Bid ITC images, (custom images are supported by Imaging Technology Center)

Re-installation of preloaded software image (RCD.DVDs)

Step-by-step OS installation / configuration (bare metal)

Lenovo tested, certified and supported Operating Systems

http://www.lenovo.com/services_warranty/US/en/p df/server-supported-software-01122012.pdf

3rd_{party software not listed in Lenovo core list.}

BIOS /Firmware, Hot-fix and patch assistance Administrative assistance and/or performance evaluation / setup

Easy tools (downloadable from Lenovo support) OEM performance monitoring applications Basic “How to” assistance Advance troubleshooting and configuration Basic networking assistance (connecting to a single

Ethernet port or switch)

Network configuration, connectivity to secondary devices, systems or domains.

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

Asset Tagging

– Attach basic or advanced asset tags in the factory

– High quality offering, customized for the customer’s needs



Custom Imaging

– Installation of customer supplied image at Lenovo’s factories

– Optional services for image creation

– Microsoft and Linux OS are supported



Configuration Services

– Bios Customization, Raid Configuration, Drive Encryption



Customer-specific unique custom services

– Response to customer requirements

– Contact Lenovo channel or client rep to begin the process

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ThinkServer Same Day Response Services



Customer or partner can place service call to Lenovo

– When Lenovo is contacted for repair, IBM technician is dispatched

– Partner can become a Lenovo AWSP to deliver support service to their customers

– Response time counts during service windows once repair action is initiated by help desk

– Response time in 9x5 service window runs Monday – Friday, 8AM to 5PM

–Example: Dispatch occurs at 2:00 PM on Friday, Lenovo Tech arrives at server location 9AM Monday

–4 Hour and 8 Hour response in 24x7 service window runs around the clock, 365 days a year



Must be available in the installation location zip code



Must be activated when physically installed

– So we know where the serial numbers are located

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4-Hour Service Availability Locator

http://www.lenovo.com/services_warranty/us/en/locator.html

90% + COVERAGE OF US/CAN POPULATION

 Check 4 or 8 hour service coverage before quoting

 Online tool allows customers, partners and Lenovo sales to check pre-approved locations

 Tool is based on ZIP / POST code

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US 4 Hour Coverage Map

 Current US coverage for major metropolitan areas  110 forward stocking locations (FSLs)

 98% coverage

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Canada 4 Hour Coverage Map

 Canada coverage for major metropolitan areas  20 forward stocking locations (FSLs)

 87% coverage

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Same Day Response Time Activation

4 Hour / 8 Hour Service not valid until activated

 Validates customer is within eligible service area

 Service will activate within 30 days of web activation

 Industry standard requirement

 Consistent with competitive policies

 Sticker is attached to front of the server system

 Specific instructions and web url included

Service needs to be activated with Lenovo to ensure coverage and service delivery

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Service Escalation Path (Customer View)

Via Support Center:

1) Customer or customer’s partner contacts Lenovo call center

2) Level 1 call center technician cannot resolve issue and escalates to Level 1.5

3) Level 1.5 call center technician cannot resolve issue and creates an escalation for Level 2

Via Inside / Outside Sales Reps:

1) Customer or customer’s partner contacts call center

2) Level 1 call center technician cannot resolve issue

3) Customer or customer’s partner calls Lenovo sales rep

4) Inside / outside sales rep contacts their technical advocate

5) Technical Advocate creates an escalation for Level 2

Multiple Parts Replaced:

1) Third callback after first two actions didn't resolve issue

2) Center technician creates an escalation for Level 2

Lenovo Field Service Rep (FSR) is On-Site for a Server or Workstation Repair:

1) FSR contacts call center

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Lenovo QuickPick

WWW.Lenovoquickpick.com



Services and Options information and compatibility tool – simple, fast!

#2 – Enter the Machine Type Number #1 – Click on Browse Services

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

Base Warranty – 3 years with advance parts exchange, M-F phone support (9x5)

Upgrade options:



Extended Warranty – 5 years with advance parts exchange, 24x7 phone support



Enhanced Warranty – 3 or 5 years, with expedited onsite NBD parts exchange



Premium Warranty – 3 or 5 years, 4 hour onsite

strategic

parts replacement

– 4 hour parts replacement for spare parts kit parts only, all others NBD Onsite

– NOT available for new PX4-400R 1U rack model

– Available for PX4 Rack and PX12 Rack offerings only, US only

LenovoEMC Storage Services

Good

Better

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Lenovo/EMC Storage Services Support Features

Included (Base Warranty)

Extended Enhanced Premium

Free Unlimited Phone Technical Support

Mon-Fri

(Local business hours)

24x7

(After hours in English)

24x7

Onsite Parts Replacement Not included Not included NBD

(Next Business Day)

4 Hr Parts Replacement (Parts in Strategic Parts Kit,

NBD for other parts) Strategic Parts Kit Not included Not included Not included Included RMA Parts Delivery Advance Exchange Advance Exchange Expedited Advance

Exchange Expedited Advance Exchange Web Support with an up-to-date

knowledge base & free software

updates    

Automated Support Alerts    

Online Case Tracking    

Term 3 years 5 years 3 or 5 years 3 or 5 years TopSeller SKUs 5WS0E50203 (5 yr) PX DT 5WS0E50200 (3 yr) PX4

5WS0E50201 (3 yr) PX12 5WS0E50198 (3 yr) PX DT

5WS0E50202 (3 yr) PX12 (US only)

*Not all service plans or types of plans available in all countries or cities. Coverage can be verified at the following

 Simple support solution includes 3 year depot, phone, email support

 Local business hours, web knowledge base and firmware updates

 Advance Exchange for parts (with label for easy returns)

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Service Plan Activation

Customers Must Register Service Plans to Activate Coverage:

 Customer will receive a unique service plan number in a physical pack envelope

 Customer will register that unique number at

http://serviceplans.lenovoemc.com/

 For the premium service plans, the customer will also receive the spare parts kit

 Fan, Power Supply, and HDD

 (HDD shipped upon registration)

 Warranty validation, contact details, and products all in one system!

 Not supported by standard Lenovo services registration process

 Physical pack should be drop shipped to customer

 Partner can take delivery and register on customer’s behalf for value add solution

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 Legacy Iomega Service Ordering and Delivery Processes are followed

– Service is not provided by Lenovo AWSPs or IBM

– Legacy Iomega service delivery process is used

– Registration is via a unique process (not the same as other Lenovo services)

 Differences in product delivery and registration:

– Service offering is shipped as a PHYSICAL PACK

–Contains Registration Instructions and unique service plan number

–Not supported by standard Lenovo registration process for electronic services

–Premium Pack for the PX12 also includes spare parts kit

–Partner or disty may stock or drop ship to end customer

– Not a “virtual” electronic shipment, no registration e-mails –Not included in Lenovo bulk registration processes

– Registration performed by the customer, not the reseller

–Partner may choose to receive pack and perform registration on customer’s behalf

–Registration is required for warranty service delivery as well as optional service delivery

– Instructions for registering base warranty are included in the hardware users guide which ships with the storage unit –Should be performed within 10 days of receipt of product

–Service will be supported without registration – but slows down service delivery process

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Before the call the Customer or Partner will need the following:

10 digit Lenovo serial number

Proof of purchase if device was not registered (if applicable)

Service plan number (if applicable) Dump log from device (if able)

CALL:

Lenovo (PX12 only) 1-866-856-9898 Lenovo (Other NAS) 1-800-940-6354

A Support Ticket Number is Assigned:: Device and

issue is entered into tracking system. This is done to track the issue, exchange (if applicable) and is used for any escalation (Level 2 or 3 support).

Action: You will work with the Lenovo Technician to

determine the next steps. This may include providing a device dump log, shipment of a replacement part or exchange service of your device. Onsite service may be applicable if a device Service Plan was purchased.

Problem Determination: On the call the technician

will ask a series of questions about what happened and the operational issues

1

2

Exchange:

Replacement parts or unit may be shipped if needed for repair of current failed unit. The parts are shipped separately from the arrival of the technician (onsite rackmount plans only)

http://www.lenovoemc.com/support

Lenovo NAS Warranty Site:

Repair:

Certified repair technician replaces needed components if a Service Plan has been purchased

(Rackmount units only). If a four hour plan, strategic parts only are replaced in four hours, others

(motherboard, controller) are NBD onsite.

7

3

4

5

6 Lenovo Procedure for Storage Support

Repair Calls (NA)

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 Customer Support Page

– http://www.lenovoemc.com/support

 Information on Service Plans and 4-hour Coverage Map

– www.lenovoemc.com/serviceplans/

– Use this link to access the 4-hour coverage lookup tool tab, or email serviceplans@LenovoEMC.com

 Warranty Look Up Tool

– https://lenovo-na-en.custhelp.com/app/answers/detail/a_id/14431

– LenovoEMC and legacy Iomega serial numbers will not be found in the traditional Lenovo warranty look up tool

 Service Plan Registration Link

– https://lenovo-na-en.custhelp.com/app/register

– 10-digit Lenovo Service Plans CAN be registered against five digit legacy Iomega hardware part numbers

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Why Become A Lenovo AWSP



Lenovo AWSPs can perform warranty repairs

– Order Genuine Lenovo parts from Lenovo

– Receive Reimbursement for performing repair labor from Lenovo

– Establish a services relationship with Lenovo

–Lenovo Services contacts assigned to help

– Receive Lenovo Training and Certifications



How do my customers and my business benefit?

– Partners can repair what they sell

– Increased customer satisfaction

– Increased Services profit and technical depth

– Add value to the customer

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 Partners may take only the server training if they wish to service only Lenovo Servers

– Will be eligible to service and receive reimbursement for server only

– Warranty administrator must also take training

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 AWSPs are reimbursed for repair labor and can order Lenovo service parts

– Rate tables for depot, onsite, part type, travel

 AWSP Requirements:

– Current or New Lenovo Business Partners

– Minimum $250K sales/year or $60K in the last quarter

– Exception approval process exists if revenue requirements cannot be met

– Properly trained according to Lenovo training roadmap

– CompTia A+, CompTia Server+ (for Server authorization) for techs is prerequisite

– Warranty Administrator must be designated and must take administrator training module

– $250 annual fee per service location (each gets listed in dealer locator)

 Pay for Performance (PFP) bonuses and Premier Tier (top10%)

– Additional benefits at Premier Status level

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 Is your firm a current Lenovo Business Partner?

– Yes – proceed to AWSP onboarding process

– No – Become an authorized Lenovo Partner Network Partner

–Receive a Lenovo LOCID and execute a Lenovo Reseller Agreement

–AWSP terms are included in the Lenovo Reseller Agreement – one simple contract

How to Become a Lenovo AWSP

Potential New Lenovo Solution Partner-Resellers and Influencers

For access to Lenovo's product resources, programs, and marketing support, you must first be a Lenovo Solution Partner-Reseller. To apply, please take a few minutes to fill out the online Lenovo Solution Partner-Reseller Registration Form.

Questions? Please feel free to contact our Lenovo Partner Assist team at 877-536-9955 or lenovopartnerassist@lenovo.com.

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Engagement Process 2 Weeks Business Partner Setup 3 Weeks BP Training and Pre-Production Testing 1 Week Go Live

AWSP Application and Activation Process

• Contact your Lenovo Channel Representative

– This is your partner assist rep or channel sales rep

• Ask for the AWSP application package

– Your channel rep will email the application to you

• Complete the application package and return to your channel rep

• Your channel rep will submit the application

• When approved, you will receive a “Getting Started” Email

– The package includes a contact to help you get started

– If you are not approved, your channel rep will notify you and exception process can be initiated – Additional information will be requested

– Training instructions will be provided

• When all training is complete and requirements met, you are activated!

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

Would you like to get started?

–

Maybe

– how can I learn more first?

–

Work with your channel rep or

–

AWSP Information Contact:

–

Yes

– I want to begin the process!

–

Contact your channel rep to get the application initiated

How to Get Started or Learn More About AWSP

Brenda Robertson

bbrob@lenovo.com

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