HPE Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise technical resources work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

3 Year Premier SupportLenovo™ 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.Free your Team to excel in innovation and productivityIT 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?Get a direct line to our most elite technicians who listen first then deliver advanced troubleshooting - no scripts here. And they’re measured on first-time fixes so they’re committed to prompt and accurate resolution.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.Interested in advanced level technical support for your Lenovo ThinkVision monitors?We’ve got you covered. Now you can purchase Premier Support for monitors and enjoy a single support contact experience (5) with our elite Premier Support technical team.Get how-to and technical assistance across a variety of common questions and issues surrounding configuration, resolution, display settings, and multi-monitor interoperability—along with support on popular industry software, device drivers, and more (6). And if we do need to swap out your warrantied monitor, your replacement is prioritized over standard claims and delivered to you the next business day through Lenovo Advanced Exchange (7).Please note that not all services and features are available in all countries. Hours may vary around the world. Please contact your local sales representative for more details and confirmation of local availability.1) Not included: - ERP Software applications - Some software is not supported (ask your representative for a listing of supported software) - Non-warranty spare parts and service2) Next business day onsite not guaranteed in all countries; in this case, Premier customers will receive priority/best available service delivery.Out of stock parts could delay service delivery. Not available in all countries. 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. Next day service not guaranteed.3) Not available in all countries.4) Various levels available. Select criteria apply. Contact your local sales representative for more details.5) Premier Support Technicians will handle each case from end to end. Technical Account managers are available to assist with case management at the discretion of the Premier Support engineer.6) Software and hardware assistance is limited to the ThinkVision monitor entitled to Premier Support service7) Lenovo Advanced Exchange provides a replacement next business day. You must return the defective monitor within 30 days. Next business day may not be available in some areas. See Lenovo Services Agreement for detailed information3 Year Keep Your DriveWhen Data Security Matters To YouTrust 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. (1)Keep the drives secure and on premise if sensitive to data security or have specialized data liability requirements.Predictable BudgetsProvides predictable upfront costs versus finding budget in the event of drive failure.Regulatory Compliance And ProtectionHelps your organization avoid the legal and monetary repercussions associated with a breach in data security.Data Remains SecureEliminates 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.Lenovo™ Keep Your Drive (KYD) is part of a comprehensive portfolio of Lenovo™ services that support the entire life cycle of your PCs.1) Under the terms of the Lenovo Limited Warranty, when Lenovo replaces a defective part, that part becomes the property of Lenovo.3 Year Sealed BatteryA Better Battery Deserves Better ProtectionProtect your investment by extending one year base battery warranty.The warranty is significantly less than that of a replacement not covered by an extension policy. A Sealed Battery Warranty will prevent the hassles and frustrations of system unavailability. Lenovo-certified technicians ensure an effective and efficient battery replacement.Lenovo’s selected PCs incorporate a battery specifically designed for ultrathin products. This sealed non-Customer Replaceable Unit (non-CRU) battery is designed to last three years under normal usage, and with RapidCharge technology, charges 2.5 times faster than typical ThinkPad® batteries.Doesn’t a better battery deserve better protection?Extend your base warranty to a 2 or 3-year Sealed Battery Warranty (available with warranty extension). A low upfront cost provides significant savings relative to a non-covered battery replacement, and saves the hassle and frustration of dealing with unplanned IT expenses. Benefits• Low upfront cost is significantly less than that of a replacement not covered by an extension policy.• To prevent unexpected repair costs.• Combined with On-site or Advanced Exchange Service a Sealed Battery Warranty will prevent the hassles and frustrations of system unavailability.• Be assured of an effective and efficient battery replacement with Lenovo™-certified technicians.Lenovo™ Sealed Battery Warranty is part of a comprehensive portfolio of Lenovo™ services that support the entire life cycle of your PCs.1) Hardware availability varies by region.2) Batteries degrade over time and variables such as temperature, usage and time affect battery life. Lenovo’s Sealed Battery Warranty provides a one-time replacement opportunity in the event a defective or faulty battery fails to meet minimum performance standards. Battery health thresholds are determined by Lenovo’s built-in battery diagnostic tool taking these factors into consideration.International Warranty UpgradeTravel Internationally? Get the International Warranty Upgrade to extend your Accidental Damage Protection coverage, Keep Your Drive Service, and Sealed Battery Warranty (1).1) Under the Lenovo PCSD Agreement, the service for ADP, Keep Your Drive, and Sealed Battery Warranty is available in country or region where coverage was purchased and is not transferable should system travel to another country. International Warranty Upgrade allows for claims in other countries if these services are offered and device is supported in that country.

3 Year Premier SupportLenovo™ 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.Free your Team to excel in innovation and productivityIT 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?Get a direct line to our most elite technicians who listen first then deliver advanced troubleshooting - no scripts here. And they’re measured on first-time fixes so they’re committed to prompt and accurate resolution.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.Interested in advanced level technical support for your Lenovo ThinkVision monitors?We’ve got you covered. Now you can purchase Premier Support for monitors and enjoy a single support contact experience (5) with our elite Premier Support technical team.Get how-to and technical assistance across a variety of common questions and issues surrounding configuration, resolution, display settings, and multi-monitor interoperability—along with support on popular industry software, device drivers, and more (6). And if we do need to swap out your warrantied monitor, your replacement is prioritized over standard claims and delivered to you the next business day through Lenovo Advanced Exchange (7).Please note that not all services and features are available in all countries. Hours may vary around the world. Please contact your local sales representative for more details and confirmation of local availability.1) Not included: - ERP Software applications - Some software is not supported (ask your representative for a listing of supported software) - Non-warranty spare parts and service2) Next business day onsite not guaranteed in all countries; in this case, Premier customers will receive priority/best available service delivery.Out of stock parts could delay service delivery. Not available in all countries. 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. Next day service not guaranteed.3) Not available in all countries.4) Various levels available. Select criteria apply. Contact your local sales representative for more details.5) Premier Support Technicians will handle each case from end to end. Technical Account managers are available to assist with case management at the discretion of the Premier Support engineer.6) Software and hardware assistance is limited to the ThinkVision monitor entitled to Premier Support service7) Lenovo Advanced Exchange provides a replacement next business day. You must return the defective monitor within 30 days. Next business day may not be available in some areas. See Lenovo Services Agreement for detailed information3 Year Keep Your DriveWhen Data Security Matters To YouTrust 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. (1)Keep the drives secure and on premise if sensitive to data security or have specialized data liability requirements.Predictable BudgetsProvides predictable upfront costs versus finding budget in the event of drive failure.Regulatory Compliance And ProtectionHelps your organization avoid the legal and monetary repercussions associated with a breach in data security.Data Remains SecureEliminates 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.Lenovo™ Keep Your Drive (KYD) is part of a comprehensive portfolio of Lenovo™ services that support the entire life cycle of your PCs.1) Under the terms of the Lenovo Limited Warranty, when Lenovo replaces a defective part, that part becomes the property of Lenovo.International Warranty UpgradeTravel Internationally? Get the International Warranty Upgrade to extend your Accidental Damage Protection coverage, Keep Your Drive Service, and Sealed Battery Warranty (1).1) Under the Lenovo PCSD Agreement, the service for ADP, Keep Your Drive, and Sealed Battery Warranty is available in country or region where coverage was purchased and is not transferable should system travel to another country. International Warranty Upgrade allows for claims in other countries if these services are offered and device is supported in that country.

HPE Foundation Care Exchange Service combines popular remote hardware and software services that enable you to increase the availability of your IT infrastructure. Hewlett Packard Enterprise technical resources work with your IT team to help you to resolve hardware and software problems on your HPE products. Hardware exchange offers a reliable and fast parts exchange service for eligible Hewlett Packard Enterprise products. Specifically targeted at products that can easily be shipped and on which you can easily restore data from backup files, HPE Foundation Care Exchange is a cost-efficient and convenient alternative to onsite support. Hardware exchange provides a replacement product or part delivered free of freight charges to your location within a specified period of time. Replacement products or parts are new or equivalent to new in performance.

Access to reliable support is just as important when you're travelling as when you're in the office - maybe even more so. With HP Onsite Hardware Support for Travelers with Defective Media Retention, you can depend on convenient onsite response time in many countries around the world.[1] When dealing with defective storage media, you maintain control of your sensitive data.

HPE Tech Care Service is the operational support service for HPE hardware and software products (including on-premises and as-a-service versions). HPE Tech Care Service can help IT teams focus on moving the business forward by proactively searching for better ways to do things, as opposed to just focusing on reactive issues. HPE Tech Care Service enables direct access to product-specific specialists and provides general technical guidance to help Customers not only reduce risk but also find ways to do things more efficiently. HPE Tech Care Service Customers can access support through multiple channels that include telephone, a real-time chat facility, automated incident logging, and HPE moderated forums with defined response times. Customers gain access to expert technical resources with specialized knowledge in hardware and/or software within the context of the specific workload and can help the Customer avoid spending time answering triage or entitlement questions.

HPE Foundation Care Exchange Service combines popular remote hardware and software services that enable you to increase the availability of your IT infrastructure. Hewlett Packard Enterprise technical resources work with your IT team to help you to resolve hardware and software problems on your HPE products. Hardware exchange offers a reliable and fast parts exchange service for eligible Hewlett Packard Enterprise products. Specifically targeted at products that can easily be shipped and on which you can easily restore data from backup files, HPE Foundation Care Exchange is a cost-efficient and convenient alternative to onsite support. Hardware exchange provides a replacement product or part delivered free of freight charges to your location within a specified period of time. Replacement products or parts are new or equivalent to new in performance.

HPE Foundation Care Exchange Service combines popular remote hardware and software services that enable you to increase the availability of your IT infrastructure. Hewlett Packard Enterprise technical resources work with your IT team to help you to resolve hardware and software problems on your HPE products. Hardware exchange offers a reliable and fast parts exchange service for eligible Hewlett Packard Enterprise products. Specifically targeted at products that can easily be shipped and on which you can easily restore data from backup files, HPE Foundation Care Exchange is a cost-efficient and convenient alternative to onsite support. Hardware exchange provides a replacement product or part delivered free of freight charges to your location within a specified period of time. Replacement products or parts are new or equivalent to new in performance.

HPE Pointnext Tech Care (HPE Tech Care) is the operational support experience for HPE hardware and software products (HPE products). HPE Tech Care helps IT teams focus on moving the business forward by proactively searching for better ways to do things, as opposed to just focusing on reactive issues.HPE Tech Care goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone, HPE moderated forums with defined response times, automated incident logging, and a real-time chat facility." The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload and avoids the Customer spending time answering sometimes unnecessary triage or entitlement questions.HPE Tech Care goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.HPE Support Center provides an enhanced and personalized digital experience that helps Customers manage their assets by recognizing the various products installed in the Customer’s environment and how these products interact with each other. New self-service tools allow Customers to perform certain activities without having to open a support incident, as well as providing a portal of curated knowledge resources. HPE Tech Care provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.Phone access to expertsCustomers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will depend on the service level of the covered product.15-minute 24x7 enhanced response (Critical and Essential service levels) For severity 1 critical incidents, HPE aims to either connect the Customer to a product specialist or call the Customer back within 15 minutes.For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.2-hour standard response (Basic service level) For calls on products covered by a basic service agreement, HPE shall provide a 2-hour phone response from a product specialist during the coverage window.Expert online chat and Expert forum responseExpert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.Expert forum response: Customers can post questions, issues, or discuss usage of products within the HPE community forums. HPE product specialists respond within two business days to any unsolved questions raised within the official HPE community forum for products covered by HPE Support services.Where posts raise topics that should be addressed through standard support processes, HPE requests that a formal support incident is created and follows the standard HPE incident management processes.The specialist technical resource response is limited to English language only and requires that the user be registered with HPE Support Center and has linked service agreements.Refer to hpe.com/services/expertchat for details or contact your local HPE Sales representative.General technical guidanceHPE endeavors to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined in the following regarding the operation and management of the Customer’s products covered by HPE Tech Care.General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a noncritical incident.General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a severity 3 incident.When related to the topics detailed/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics raised.HPE InfoSight assistanceFor HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.Further for those connected products, HPE extends general technical guidance to include HPE InfoSight analytics and the alerts and recommendations provided.For configured HPE products, on request, HPE assists Customers to understand the issues, alerts, and information provided by HPE InfoSight.Where analytics provide recommendations included in HPE InfoSight workload insights, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.

HPE Pointnext Tech Care (HPE Tech Care) is the operational support experience for HPE hardware and software products (HPE products). HPE Tech Care helps IT teams focus on moving the business forward by proactively searching for better ways to do things, as opposed to just focusing on reactive issues.HPE Tech Care goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone, HPE moderated forums with defined response times, automated incident logging, and a real-time chat facility." The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload and avoids the Customer spending time answering sometimes unnecessary triage or entitlement questions.HPE Tech Care goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.HPE Support Center provides an enhanced and personalized digital experience that helps Customers manage their assets by recognizing the various products installed in the Customer’s environment and how these products interact with each other. New self-service tools allow Customers to perform certain activities without having to open a support incident, as well as providing a portal of curated knowledge resources. HPE Tech Care provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.Phone access to expertsCustomers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will depend on the service level of the covered product.15-minute 24x7 enhanced response (Critical and Essential service levels) For severity 1 critical incidents, HPE aims to either connect the Customer to a product specialist or call the Customer back within 15 minutes.For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.2-hour standard response (Basic service level) For calls on products covered by a basic service agreement, HPE shall provide a 2-hour phone response from a product specialist during the coverage window.Expert online chat and Expert forum responseExpert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.Expert forum response: Customers can post questions, issues, or discuss usage of products within the HPE community forums. HPE product specialists respond within two business days to any unsolved questions raised within the official HPE community forum for products covered by HPE Support services.Where posts raise topics that should be addressed through standard support processes, HPE requests that a formal support incident is created and follows the standard HPE incident management processes.The specialist technical resource response is limited to English language only and requires that the user be registered with HPE Support Center and has linked service agreements.Refer to hpe.com/services/expertchat for details or contact your local HPE Sales representative.General technical guidanceHPE endeavors to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined in the following regarding the operation and management of the Customer’s products covered by HPE Tech Care.General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a noncritical incident.General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a severity 3 incident.When related to the topics detailed/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics raised.HPE InfoSight assistanceFor HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.Further for those connected products, HPE extends general technical guidance to include HPE InfoSight analytics and the alerts and recommendations provided.For configured HPE products, on request, HPE assists Customers to understand the issues, alerts, and information provided by HPE InfoSight.Where analytics provide recommendations included in HPE InfoSight workload insights, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.