Lenovo™ Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency.

Tech support with the Premier difference

  • Advanced-level techs.
  • End to End case management.
  • Faster, first-time resolution.

Looking for a step-up for your business and your employees’ support experience? Lenovo™ Premier Support gives VIP treatment to both your IT staff and end users.

We understand IT needs to increase efficiency, reduce complexities, and keep your end users up and running. We know your end users expect fast and frustration-free support. Lenovo can deliver.

Add a new dimension to your IT

Free your Team to excel in innovation and productivity
IT landscapes are becoming more complicated, while simultaneously, budgets are contracting. The challenge lies in reducing complexity and operational costs, while increasing the impact of your in-house teams by focusing their efforts on revenue-generating and innovation projects. 

What if the solution was to cost effectively offload your routine support tasks, and shift time-intensive advanced problem solving to an expert team of support engineers?


Premier Support Center

  • Advanced technical support available 24 x 7 x 365
  • Dedicated phone number and no phone tree menu to navigate
  • Single point of contact for end to end case & escalation management
  • Hardware and OEM software support 1

Technical Account Managers (TAMs)

  • Proactive relationship and escalation management
  • Personalized recommendations for your business
  • Robust quarterly reporting 3,5

VIP Treatment

  • No waiting in-line
  • Next-business-day onsite labor 2,3
  • Parts prioritization 3,4

You also have access to technical account managers who act as a single point of contact for case management. You’ll enjoy the consistency, accountability, and visibility you deserve. And thanks to next-business-day repair service and prioritized parts access, you’ll keep system downtime and productivity interruptions to an absolute minimum.

That’s the Premier difference.

3 Year Lenovo™ Accidental Damage Protection (ADP)

Pennies-A-Day Protection For Non-Warranted Damage. Protect Your PC From The Unexpected.

Trust Lenovo to cover the full lifecycle of your IT assets and free up your technicians to focus on what counts. A true business partner dedicated to your satisfaction and success, Lenovo offers a portfolio of service and support solutions.

With today’s highly mobile users, the unexpected is bound to happen, even to exceptionally engineered PCs. Lenovo’s mobile repair data indicates that a significant percentage of users will experience non-warranted damage within the first three years of the PC's life cycle. Accidental Damage Protection offers significant savings relative to uncovered repairs.


Protect your PC from damage not covered under warranty.

Accidental Damage Protection (ADP) saves you significantly relative to the cost of repair or new system. Users typically save between 28%–80% depending on the machine type and repairs needed. ADP is performed by Lenovo™-Trained technicians, using Lenovo™-Qualified parts, reducing the need for re-repair. Lenovo’s comprehensive diagnostic tools can identify hidden damage that may have otherwise gone untreated.

Predictable Budgets
A single, upfront investment allows accurate prediction of yearly system repair costs.

Significant Savings
Accidental Damage Protection saves you significantly relative to the cost of repair or new system. Users typically save between 28%–80% depending on machine and repair.

Quality Assurance
ADP is performed by Lenovo™-Trained technicians, using Lenovo™-Qualified parts, reducing the need for re-repair.

Comprehensive Repairs
Lenovo’s comprehensive diagnostic tools can identify hidden damage that may have otherwise gone untreated.



Did You Know?

Standard warranty terms and conditions don’t cover accidental damage. With Lenovo’s Accidental Damage Protection, your system is protected from the unexpected. Through our global network of depot repair centers, PCs are repaired by Lenovo™-Certified technicians using Lenovo™-Qualified parts. If it is not damaged beyond repair, the end users’ own PC is returned, and if repair is not possible, the entire system will be replaced at no additional charge 6 .



Why Accidental Damage Protection?

Benefits:

  • Based on a sample of Lenovo™ claims, Accidental Damage Protection can save, on average 28% versus the typical cost of repair, and 75%–80% for Tablets (ADP available on ThinkPad® Tablets only).
  • Typical replacement costs for commonly damaged components:
  • System Board up to $500 • Display $450
  • Disk Drive $300 • DVD Drive $200
  • Damaged tablet: $250 for minor repairs and up to $600 for replacement of multiple parts
  • IT Departments don’t have to purchase and manage spare inventory to fix damaged PCs.
  • Lenovo’s comprehensive diagnostic tools can identify hidden damage that may have otherwise gone untreated.
  • Minimize downtime and maximize convenience with an upgrade to Expedited Depot Service.

Whats Typically Covered? [7]

Accidental drops, spills, bumps, and structural failures incurred under normal operating conditions or handling, including electrical surges and damage to the integrated LCD screen. If you have on-site warranty coverage, you may qualify for on-site ADP repairs 8 .
Examples

  • Your system accidentally slips off the table and the LCD screen cracks
  • An electrical surge causes significant damage to your PC’s hardware during a lightning storm
  • The coffee spills on the keyboard and the extent of damage is unknown

Whats Not Covered?

Cosmetic damage 9 , equipment loss or failures due to usage outside of normal operating conditions. Any data loss or interruption of business, intentional damage and misuse, removal or alteration of parts, accessories, theft, damage from fires, damage to peripherals or third-party products, even if sold by Lenovo™.
Examples

  • The outer case cracks but your system still operates effectively
  • You’ve left your PC behind on the subway
  • The system is used in the rain, and you lose an entire day of productivity because your PC no longer functions
  • The stylus or battery is misplaced

3 Year Lenovo™ Keep Your Drive (KYD) Service

When Data Security Matters To You

Trust Lenovo to cover the full lifecycle of your IT assets and free up your technicians to focus on what counts. A true business partner dedicated to your satisfaction and success, Lenovo offers a portfolio of service and support solutions.

Keep your Lenovo™ drive and data within your custody, improving security and potentially alleviating civil liability risks.

Lenovo’s Keep Your Drive service lets you dispose of business data on your terms. 10 

Keep the drives secure and on premise if sensitive to data security or have specialized data liability requirements.

Predictable Budgets
Provides predictable upfront costs versus finding budget in the event of drive failure.

Regulatory Compliance And Protection
Helps your organization avoid the legal and monetary repercussions associated with a breach in data security.

Data Remains Secure
Eliminates the need for tracking failed drives in transit, giving IT staff the time to concentrate on mission-critical business activities.

When Lenovo replaces a defective part under warranty, we keep it. With the Keep Your Drive service, you keep your drive and data.

  • Confidential information remains with you
  • Covers multiple drives or failures
  • No need to track failed hard drives in transit.

KYD should be purchased at the time of system purchase.

Coverage continues for the duration of a system’s limited warranty, even if the hard drive has been replaced.
KYD covers multiple drives in a system and multiple failures.
Both Solid State Drives (SSD) and hard drives are covered by KYD. Some models also require an upgrade to on-site service when the SSD is soldered to the system board.

1 Support limited to select software applications. Does not include how-to or technical assistance for enterprise software applications or custom, industry-specific software. Contact the Premier Support center for a complete list of supported software.

2 If Lenovo determines the issue is covered by warranty and cannot be resolved over the phone or through a customer replaceable part, repair will be made on-site where service is available. Otherwise, best available service delivery will be used. Calls received after 4:00pm local time will require an additional business day for service dispatch.

3 Not available in all markets.

4 Out of stock parts could delay service delivery.

5 To be fully enabled in 2019. Various levels available. Select criteria apply. Contact your local sales representative for more details. 

6 Limitation of one replacement product. If the cost per claim exceeds the price of the product, the product will be replaced. Tablet claim cap: limited to one claim per 12 months.

7 This service is available in the country or region in which you purchased your Accidental Damage Protection coverage, and is not transferable should the system travel to another country.

8 If you are entitled to on-site warranty service under the Limited Lenovo Warranty, and the Service Provider determines your Product can be repaired at your location, then the Service Provider will repair or exchange your product at your location. Some repairs may need to be completed at a service center. If so, the Service Provider will send the product to the service center at its expense. If you purchase an on-site warranty with Accidental Damage Protection, on-site service level repairs will be limited to LCD and non-customer replaceable keyboards. If we cannot complete the repair at the first on-site visit, then the system will be shipped to Lenovo’s Service Center to complete the repair. on-site service may not be available in all regions.

9 Cosmetic damage, e.g.: scratches, dents, or cracks that do not affect the product’s functionality or structural integrity.

10  Under the terms of the Lenovo Limited Warranty, when Lenovo replaces a defective part, that part becomes the property of Lenovo.