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Premier Support

The enterprise support with direct access to the senior technicians: less ping-pong, faster parts, a single point of contact.

FOCUS · THE SUPPORT THAT ANSWERSA senior technician at the first ring and parts the next day: when the failure costs, the lane counts
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YoctoIT material for clients and partners · Lenovo, ThinkSystem, ThinkAgile, TruScale and the other products mentioned are trademarks of Lenovo.
01 · What it is

Premier Support, made clear.

Premier Support is Lenovo's fast lane: you talk IMMEDIATELY with senior technicians (no first-level script), the parts travel with priority (NBD or better), a Technical Account Manager follows the complex cases and the reporting gives visibility over the estate. For the systems that can't wait, the difference is measured in hours.

L2 diretto
the senior answers right away: the script skipped
NBD+
priority parts and on-site: the spare arriving tomorrow morning
TAM
the named reference for the serious cases: someone who knows your history
Premier Support
OFFICIAL LENOVO BRANDING · PREMIER SUPPORT
FOTO UFFICIALE LENOVO · VISTA INTERNA THINKSYSTEM · FONTE: LENOVO PRESS
OFFICIAL LENOVO PHOTO · THINKSYSTEM INTERNAL VIEW · SOURCE: LENOVO PRESS
02 · How to use it well

The things that make the difference.

The failure's chain

The failure on the critical systemthe clock starts
Diagnosis (us + XClarity)
Premier · L2 case
Part & on-site
understand · escalate · solve
YoctoIT · the directiona single counterpart: us
The system restoredthe hours counted, not the days
From the symptom to the spare, at a run

Us in front, Premier behind

Our NOC diagnoses and opens the case already briefed: the vendor receives facts, not symptoms.

Entitlements in order

The estate's contracts and expirations governed: the critical system never uncovered by distraction.

The predictive that prevents

XClarity flags the degrading component: the spare ordered before the failure.

Escalation with the history

The TAM and the reports: the complex cases followed by those who know the context.

03 · In depth

Support and services: the organizational machine

Premier Support is the senior single-point support (the expert technician answers right away, hardware AND software, with the short escalation), the tiers climb with Premier Plus up to proactive support; around it: deployment services (installation and configuration by the book), Asset Recovery (the pickup with certified data wipe and the residual value recovered), Keep Your Drive (the failed disk stays with you: the data's compliance), the warranty extended up to 7 years with NBD or 4h onsite.

  • Premier — the senior on the phone: no first-level script
  • Single-point — hardware and software together: the ping-pong eliminated
  • Keep Your Drive — the disk never leaves: the regulated sectors' requirement
  • Asset Recovery — pickup, certified wipe and residual value: the clean EoL
  • 4h onsite — the SLA for the mission-critical: the part and the technician in 4 hours
  • 7 anni — the maximum extension: the lifecycle covered
04 · Numbers and lifecycle

The numbers that matter.

4h
the maximum onsite SLA
7
the years of extendable coverage
100%
of the disks retainable with KYD
1
one number for everything: the single-point Premier
The support is chosen before the failure: SLAs, KYD and asset recovery integrated into our contracts — the short chain.
05 · Use cases

Where it really pays off.

Critical systems

The hours of downtime turned into hours of waiting for parts.

Distributed estates

The priority on-site even in the periphery.

A single phone

Ours: the rest we take care of.

Support is judged at 6 a.m. on the wrong day: Premier + our NOC = the right lane.