Lenovo Flex System x240 User's Guide download pdf (Page 38)

Flex System x240 Compute Node (E5-2600 v2) 38

Warranty options

The Flex System x240 Compute Node has a three-year on-site warranty with 9x5 next-business-day

terms. Lenovo offers the warranty service upgrades through ServicePac, discussed in this section. The

ServicePac is a series of prepackaged warranty maintenance upgrades and post-warranty maintenance

agreements with a well-defined scope of services, including service hours, response time, term of service,

and service agreement terms and conditions.

ServicePac offerings are country-specific. That is, each country might have its own service types, service

levels, response times, and terms and conditions. Not all covered types of ServicePac might be available

in a particular country. For more information about ServicePac offerings available in your country, see the

ServicePac Product Selector at https://www-304.ibm.com/sales/gss/download/spst/servicepac.

The following table explains warranty service definitions in more detail.

Table 24. Warranty service definitions

Term Description

On-site

repair (OR)

A service technician will come to the server's location for equipment repair.

24x7x2 hour A service technician is scheduled to arrive at your customer’s location within two hours after

remote problem determination is completed. We provide 24-hour service, every day, including

Lenovo holidays.

24x7x4 hour A service technician is scheduled to arrive at your customer’s location within four hours after

remote problem determination is completed. We provide 24-hour service, every day, including

Lenovo holidays.

9x5x4 hour A service technician is scheduled to arrive at your customer’s location within four business hours

after remote problem determination is completed. We provide service from 8:00 a.m. to 5:00 p.m.

in the customer's local time zone, Monday through Friday, excluding Lenovo holidays. If after 1:00

p.m. it is determined that on-site service is required, the customer can expect the service

technician to arrive the morning of the following business day. For noncritical service requests, a

service technician will arrive by the end of the following business day.

9x5 next

business day

A service technician is scheduled to arrive at your customer’s location on the business day after we

receive your call, following remote problem determination. We provide service from 8:00 a.m. to

5:00 p.m. in the customer's local time zone, Monday through Friday, excluding Lenovo holidays.

In general, these are the types of ServicePacs:

Warranty and maintenance service upgrades



One, two, three, four, or five years of 9x5 or 24x7 service coverage



On-site repair from the next business day to four or two hours



One or two years of warranty extension



Remote technical support services



One or three years with 24x7 coverage (severity 1) or 9-5 next business day for all severities



Installation and startup support for System x® servers



Remote technical support for System x servers



Software support - Support Line



Microsoft or Linux software



VMware



IBM Systems Director



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