LENOVO PREMIER SUPPORT

Transcription

1 LENOVO PREMIER SUPPORT Channel Services Marketing - PCG January 2017

2 WE KNOW WHAT YOUR CUSTOMER IS LOOKING FOR Enhanced Accountability Improved Accessibility Reduced Downtime Faster Problem Resolution 2

3 WE HAVE THE ANSWER Unscripted Troubleshooting Elite Technicians Technical Account Managers Dedicated Premier Phone Number Standard Suite of Asset and Service Level Reporting Lenovo Premier Support Priority Escalation Path Comprehensive Hardware + Software Support Next Day Labor and Parts Prioritization Single Point of Contact for Simplified Case and Escalation Management 3

4 WHY LENOVO PREMIER SUPPORT? Mr. Customer what this means to you is. You have someone to take full ownership of the issue end-to-end You can immediately reach your Technician, without lots of phone transfers You get a caring, knowledgeable technician who really understands hardware and software needs and you get informative reports No more silly tech questions like have you rebooted your system? Your IT Staff can stay focused on critical projects not on basic troubleshooting and mundane tasks. 4

5 ATTRIBUTES/FEATURES LENOVO PREMIER SUPPORT Pro Support Pro Support Plus Priority Access (250 unit min) Priority Access Plus (1000 unit min) Priority Management (1000 unit min) Direct Tech-to-Tech Access 24x7x365 Weekday 7 a.m. - 8 p.m. NBD onsite response Online case management/dispatch System health checks/diagnostics Escalation management Onsite and parts prioritization 3 rd party software support Hypervisor and OS support Server SW Priority Support appears to be separate offer Proactive issue detection and notification Standardized global experience (ANZ, UK, DE) 100 countries/ 55 languages 100 countries/ 55 languages 60 countries/ 20 languages 60 countries/ 20 languages 60 countries/ 20 languages Standard performance reporting available Direct access to elite engineers No reference made to direct access to engineers Single point of contact end to end case management Access to Technical Account Manager Dedicated Technical Account Manager Optional Mission Critical 2-hour, 4-hour or 8-hour parts and labor response Special bid Server/Special bid on PCs 4 Hr Avail as separate upgrade Automated case creation for accelerated issue resolution Can be enabled by customer Advertised as automated but manual process Advertised as automated but manual process x x x Accidental Damage Protection Service Optional Upgrade Keep Your Drive Service Optional Upgrade 5

6 HOW TO SELL THE PORTFOLIO Portfolio Strategy Leverage Support Bundle as a competitive advantage over Dell ProSupport Position Protect Bundle vs. Dell ProSupport Plus Qualifying Questions Does your IT team get frustrated dealing with standard support call queues and scripted troubleshooting? How much time does your technical support team spend on submitting calls to support centers. Onsite NBD Premier Support R R Premier Support Keep Your Drive Sealed Battery * Support Bundle R R R R R Int. Upgrade Protect Bundle R R R R R R ADP How often do you have both hardware and support issues? Would you find it valuable if your parts ordering and onsite labor visits received prioritized scheduling? Would you find it beneficial to have access to asset management, and service delivery SLA reporting? What has your experience been to date on escalation and case management? * On 3 Year terms and up with applicable hardware ** Intl. upgrade applies to KYD and Sealed Battery only Onsite base warranty or upgrade to onsite will be required in order to add Premier Support. In addition, Premier s term length must match total warranty length. Stackable and bundles part numbers are available in SmartFind. **

7 NEW PCG PROMO BUNDLES WITH PREMIER SUPPORT! New Good Better Best services includes Premier Support bundles Priority Support bundles remain but are not focus (SPIFF) SKUs this quarter Communicate Premier Support value and Promo bundle changes to your partners! Compatibility Base Warranty Recommendation Part Number Term Onsite NBD ADP L460*, L560*, L570* T460, T460s, T460p*, T560 T470, T470s, T470p*, T570 X260, X270 E450, E550* * For Non-Sealed Systems ONLY X1 Carbon X1 Yoga X1 Tablet ThinkPad Yoga 260/460/ Year Depot 1 Year Depot 3 Year Depot 1 Year Depot Keep Your Drive Sealed Battery Premier Support Good 5WS0F Years $79.00 Better 5PS0F Years $ Best 5PS0N36519* 3 Years $ PS0N Years $ Good 5WS0F Years $ Better 5PS0F Years $ Best 5PS0N36520* 3 Years $ PS0N Years $ Good 5WS0K Years $89.00 Better 5PS0K Years $ Best 5PS0N Years $ Good 5WS0K Years $ Better 5PS0K Years $ Best 5PS0N Years $ Compatibility Base Warranty Recommendation Part Number Term Depot Onsite NBD ADP E460, E465, E470, E560*, E565*, E570, E575* * For Non-Sealed Systems ONLY 1 Year Depot Keep Your Drive Sealed Battery Premier Support Good 5WS0A Years $99.00 Better 5WS0A Years $ Best 5PS0N36520* 3 Years $ PS0N Years $ List List

8 NEW PCG PROMO BUNDLES THINKCENTRE & THINKSTATION Compatibility Base Warranty Recommendation Part Number Term Onsite NBD M900/M910 Tower & SFF M800 SFF M700/M710 Tower M900/M910 Tiny M700 Tiny M600 Tiny 3 Year Onsite 3 Year Onsite 1 Year Onsite Keep Your Drive Premier Support Good 5WS0D Years $49.00 Better 5PS0N Years $89.00 Best 5PS0N Years $ Good 5WS0D Years $49.00 Better 5PS0N Years $89.00 Best 5PS0N Years $ Good 5WS0D Years $49.00 Better 5WS0D Years $ Best 5WS0G Years $ List M900z/M910z All-in-One M800z All-in-One M700z/M710z All-in-One 3 Year Onsite Good 5WS0D Years $59.00 Better 5PS0N Years $89.00 Best 5PS0N Years $ P310 P500, P510 P700, P710 P900, P910 Compatibility Base Warranty Recommendation Part Number Term Onsite NBD 3 Year Onsite Keep Your Drive Premier Support Better 5PS0N Years $89.00 Best 5PS0N Years $ List

9 LENOVO SUPPORT & PROTECT PCG SERVICE BUNDLES Two options to protect your investment SUPPORT Onsite NBD Keep Your Drive Premier Support Sealed Battery* International Upgrade PROTECT Onsite NBD Keep Your Drive Premier Support Sealed Battery* Accidental Damage Protection International Upgrade What's Included: NEW Premier Support Direct access to advanced Premier Support Technicians, based at Lenovo headquarters in NC, who provide hardware and software support and end to end case management. Premier Support provides parts prioritization for faster return to productivity. A Technical Account Manager is available to assist with escalations or with account level management. Quarterly reports are provided to help customers understand their service case history. Onsite Next Business Day (NBD) - A service provider technician will be dispatched to repair or replace your product at your location on the next business day. This Service is available during normal business hours, Monday through Friday, excluding holidays. Keep Your Drive (KYD) - Lenovo s Keep Your Drive Service provides a convenient and secure way to retain your drives and confidential data in the unlikely event of failure. Sealed Battery - Sealed batteries require servicing by a trained technician. The sealed battery warranty offers a one-time replacement in the event a covered battery fails to meet minimum performance standards within the first 3 years. Provides significant savings relative to a noncovered battery replacement. Accidental Damage Protection (ADP) - Accidental Damage Protection covers incidents beyond the system warranty, and protects from non-warranted operational or structural failures due to drops, minor spills, electrical surges or failure of the integrated screen. International Upgrade Extends ADP, KYD and Sealed Battery* coverage internationally * Sealed battery included where applicable

10 STEP UP TO A HIGHER LEVEL OF SUPPORT. We re ready when you are Lenovo Internal. All rights reserved. 10

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