User Manual

Response
time target
2 hours, 4 hours, or Next Business Day: The time period from when the telephone based troubleshooting is
completed and logged, to the delivery of the CRU or arrival of a Service Technician and part at the
Customer’s location for repair.
Committed
Repair
6 hours, 24 hours: The time period between the service request registration in Lenovo’s call management
system and the restoration of the product to conformance with its specification by a Service Technician.
Term Description
The following Lenovo warranty service upgrades are available:
Warranty and maintenance service upgrades:
3, 4, or 5 years of warranty service coverage
1-year or 2-year post-warranty extensions
Foundation Service: 9x5 service coverage with next business day response
Essential Service: 24x7 service coverage with 4-hour response or 24-hour committed repair
Advanced Service: 24x7 service coverage with 2-hour response or 6-hour committed repair
YourDrive YourData
Lenovo’s YourDrive YourData service is a multi-drive retention offering that ensures your data is always
under your control, regardless of the number of drives that are installed in your Lenovo server. In the
unlikely event of a drive failure, you retain possession of your drive while Lenovo replaces the failed drive
part. Your data stays safely on your premises, in your hands. The YourDrive YourData service can be
purchased in convenient bundles with Lenovo 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.
Enterprise Software Support
Lenovo Enterprise Server Software Support can help you troubleshoot your entire server software stack.
Choose support for server operating systems from Microsoft, Red Hat, SUSE, and VMware; Microsoft
server applications; or both operating systems and applications. Support staff can help answer
troubleshooting and diagnostic questions, address product compatibility and interoperability issues,
isolate causes of problems, report defects to software vendors, and more.
In addition, you can access hardware “how to” support for System x servers. Staff can help resolve
hardware problems not covered under warranty, refer you to the right documentation and publications,
provide corrective service information for known defects, and transfer you to a hardware support call
center if needed.
Hardware Installation Services
Lenovo experts can seamlessly manage the physical installation of your server, storage, or networking
hardware. Working at a time convenient for you (business hours or off shift), the technician will unpack and
inspect the systems on your site, install options, mount in a rack cabinet, connect to power and network,
check and update firmware to the latest levels, verify operation, and dispose of the packaging, allowing
your team to focus on other priorities. Your new systems will be configured and ready for your software
installation.
Regulatory compliance
Lenovo ThinkSystem SR630 Server 50