Lenovo
Premier
Support
(LPS)
Data Center Support Plan
Worldwide
Infrastructure Solutions Group 2022
Welcome to Lenovo Premier Support!
Lenovo offers a comprehensive portfolio of services with
a global service delivery network that provides a level
of service and execution that you will not get from other
companies. The Lenovo Services team is here to support
you with services that are reliable, flexible, and trusted.
Thank you for choosing Lenovo!
Terms and conditions
The Lenovo statement of limited warranty
To review the base warranty in the Lenovo license agreement, go to:
https://datacentersupport.lenovo.com/en/warrantylookup/warrantypolicy
Services warranty service agreement terms and conditions
To review the service agreement for warranty extensions and upgrades, go to:
https://download.lenovo.com/pccbbs/thinkservers/global_ISG_services_agreement_
english.pdf
Warranty information
Warranty status and expiration
To use the Warranty and Parts lookup Support portal, the four-digit machine type and seven
or eight-digit serial number is required. Use the following link to access the Warranty and
Parts Lookup portal: http://datacentersupport.lenovo.com/
Warranty upgrade information
Go to: https://datacentersupport.lenovo.com/warrantylookup#/upgrade
How do I contact Lenovo Premier
Support (LPS)? It’s as easy as 1-2-3.
Step 1:
Gather your service information
Your LPS engineer wants to help you as quickly as possible. Before you contact
us, please have the following information available:
• Machine type, model (MTM) and serial number
If you are not sure where to find the sticker with the Machine Type and
Serial Number, refer to this guide: https://download.lenovo.com/servers_pdf/
FindingSystemSerialNumbersDCGproduct.pdf.
• Record any error messages you see on the screen, particularly error codes.
• We will need system logs. We will likely request a variety of logs including
OS, network, server, RAID, or Lenovo tool logs. Our technology partners
and Lenovo engineering teams need logs to fully understand your unique
configuration and error condition. Logs can also be submitted using the
Lenovo Upload tool at: https://logupload.lenovo.com/
• An overview of the problem is also needed.
◦ Is the server offline?
◦ Is this a new installation or a production server?
◦ Is this the first time you have seen this error?
◦ Have any hardware/software updates been recently applied?
◦ Can the problem be recreated?
Step 2:
Contact us by Phone, Chat or
E-Ticket
With Premier Support, you can contact us by phone, by text chat, or by opening
an e-ticket. When your ticket is open, your Lenovo Premier Support Engineer
will serve as your Single Point of Contact (SPOC) until your technical issue
is corrected. This means that all Premier support requests – even those for
VMware, Nutanix, or Microsoft AzureStack – should start with us. The LPS team
is here to provide you with end-to-end case management, even if they need to
engage other support teams or third-party support centers on your behalf.
1) Call us!
You can find the Premier Support telephone number for your country/region
by selecting the Support Phone List option on the https://datacentersupport.
lenovo.com support page.
a.
Enter the device serial number in the Search Support team box.
b.
Select the Contact Us link as shown in the screenshot below.
c.
Click Support Phone List.
2) Chat with us!
To start a Chat session with a Premier Support engineer, follow the procedure
set out below.
a.
Go to https://datacentersupport.lenovo.com
Enter the device serial number in the Search Support team box.
b.
Select the Contact Us link as shown in the screenshot below.
c.
Select the Chat with a Support Agent icon as shown below.
d.
Enter the requested information, and then click Submit to be connected
to the next available support agent.
3) Open an E-ticket!
a.
Go to https://datacentersupport.lenovo.com
Enter the device serial number in the Search Support team box.
b.
Select the Contact Us link as shown in the screenshot below.
c.
Select the Submit a Service Request icon as shown below.
Step 3:
Working with your LPS Engineer
After your Lenovo service ticket has been opened, your LPS engineer will serve
as your Single Point of Contact (SPOC) for the duration of the service event.
We provide this level of service as an exclusive benefit for Premier Support
customers. When necessary, your LPS engineer will engage other technology
partners such as Nutanix, VMware, or Microsoft to resolve your issue as quickly
as possible.**
Your LPS engineer will provide frequent updates throughout the service
event. You are encouraged to contact your LPS engineer directly to request
status, provide updates, or make general inquires. We are a global support
organization with a team of experts available to assist you 24 x 7 x 365.
Lenovo’s Statement of Limited Warranty covers hardware repairs and/or
replacements only. The warranty only extends to Lenovo branded hardware
and accessories. Use of non-Lenovo hardware, including but not limited to
hard disk drives (HDD), Solid State Disks, (SSD) and/or DIMMs, may place
your configuration in an unsupported state. Please ask your Sales Account
Executive or LPS Engineer for additional information.
Lenovo’s Statement of Limited Warranty does not provide or extend
coverage for data loss, labor costs, recovery costs, or loss of use. Carefully
review Lenovo’s Statement of Limited Warranty if you have any concerns
about your particular installation.
Lenovo’s Statement of Limited Warranty (all geos) can be found here:
https://support.lenovo.com/tw/en/solutions/ht100140
It is highly recommended that before repairs are made, the following steps are
taken:
• Back up all data and software
• Remove any removable media (for example, USB devices)
• Update all firmware
**Please note: Lenovo Premier Support coverage is not intended to replace
service contracts with other technology partners. For example, if you have a
VMware software error, then it may be necessary to have a separate service
contract in place with VMware. Ask your Sales Account Representative for LPS
Engineer for additional information.
Data Center Services
Portfolio
Lenovo offers a comprehensive portfolio of services that supports the full
lifecycle of your Lenovo IT assets. At every stage from planning through endof-life, we offer the expertise and services you need to more accurately budget
for IT expenses, deliver better service level agreements, and generate greater
end-user satisfaction.
Additional Resources
Description
WEB SUPPORT PORTAL
System x, ThinkSystem, and
ThinkServer
ToolsCenter
Lenovo XClarity Essentials OneCLI
SERVICES LOOKUP TOOLS
MY NOTIFICATIONS Alerting
WARRANTY
Warranty Look-Up
URL
https://datacentersupport.lenovo.com/
https://datacentersupport.lenovo.com/us/en/
solutions/LNVO-CENTER
https://datacentersupport.lenovo.com/tw/en/
solutions/lnvo-tcli
https://account.lenovo.com/us/en#/
mysubscriptions
https://datacentersupport.lenovo.com/us/en/
warrantylookup#/