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provider will send the product to the service center at its expense and return the repaired or replacement product to
you at its expense.
d. On-Site Service – Next Business Day. If a problem with your product cannot be resolved via telephone or
through a CRU, your product will be repaired or replaced at your location. A service provider technician will be
dispatched to arrive at your location on the next business day. This Service is available during normal business
hours, Monday through Friday, excluding holidays. Support calls received by the call center after 4:00pm local time
will require an additional day to dispatch a service provider technician. This Service is subject to availability of
service parts. You must provide a suitable working area for the disassembly and reassembly of the product. 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 and return the repaired or replacement product to you at its expense.
f. On-Site Service – 8-hour Response (24x7). If a problem with your product cannot be resolved via telephone,
your product will be repaired or replaced at your location. After you follow the telephone problem determination, a
service provider technician will be dispatched to your location. The technician should arrive within the response time
objectives in the table below. You must follow the telephone problem determination procedures before a service
technician will be dispatched. This Service is only available in certain locations. Service areas may be found at
www.lenovo.com/activation. Contact Lenovo or a service provider for details on availability. Additional
charges may apply outside a service provider’s normal service area. Provision of this Service is dependent on
the availability of service parts. This Service and the location of your product must be activated with Lenovo. If you
change your product’s location, you must update your location activation. Instructions for location activation can be
found at www.lenovo.com/activation. This Service may not be available for up to thirty (30) days after location
activation. You must provide a suitable working area to allow disassembly and reassembly of the product. 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, and return the repaired or replacement product to you at its expense.
Distance from Lenovo support hub
Service response level
Metropolitan areas in capital cities.
8 hours – 24x7
All other areas
Next Business Day
g. On-Site Service – 4-hour Response (Business Hours). If a problem with your product cannot be resolved via
telephone, your product will be repaired or replaced at your location. After you follow the telephone problem
determination, a service provider technician will be dispatched to your location. The technician should arrive within
the response time objectives in the table below. You must follow the telephone problem determination procedures
before a service technician will be dispatched. This Service is available during normal business hours, Monday
through Friday, excluding holidays. This Service is only available in certain locations. Service areas may be
found at www.lenovo.com/activation. Contact Lenovo or a service provider for details on availability.
Additional charges may apply outside a service provider’s normal service area. This Service is subject to
availability of service parts. This Service and the location of your product must be activated with Lenovo. If you
change your product’s location, you must update your location activation. Instructions for location activation can be
found at www.lenovo.com/activation. This Service may not be available for up to thirty (30) days after location
activation. You must provide a suitable working area for the disassembly and reassembly of the product. 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, and return the repaired or replacement product to you at its expense.
Distance from Lenovo support hub
Service response level
Metropolitan areas in capital cities
4 hours – business hours
All other areas
Next Business Day
h. On-Site Service – 4-hour Response (24x7). If a problem with your product cannot be resolved via telephone,
your product will be repaired or replaced at your location. After you follow the telephone problem determination, a
service provider technician will be dispatched to your location. The technician should arrive within the response time
objectives in the table below. You must follow the telephone problem determination procedures before a service
technician will be dispatched. This Service is only available in certain locations. Service areas may be found at
www.lenovo.com/activation. Contact Lenovo or a service provider for details on availability. Additional
charges may apply outside a service provider’s normal service area. Provision of this Service is dependent on
the availability of service parts. This Service and the location of your product must be activated with Lenovo. If you
L505-0101-01 – Warranty Services Agreement (30Mar2012)
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