Lenovo Dials Up Higher Levels of Tech Support with Two New Service Plans

RESEARCH TRIANGLE PARK, NC – February 18, 2009: Lenovo today announced it is introducing two new services – ThinkPlus Priority Support and ThinkPlus Priority 4 – to give business customers even higher levels of service and support. ThinkPlus Priority Support is now available for all Think-branded PCs, and gives customers in large enterprise, mid-market, public sector and small-to-medium businesses service options that will better meet their support needs. ThinkPlus Priority Support includes around-the-clock technical telephone support, priority routing of calls and quick onsite repair. For an even faster response, ThinkPlus Priority 4 Support provides onsite repair within four hours after the original troubleshooting.

Businesses now are requiring even more cost-effective and efficient IT support. In a recent report, Technology Business Research found that cost, technical expertise and staff and resources are the top IT service and support challenges for most companies[1]. Lenovo designed these new services to help alleviate those challenges. For those in the middle of the night scenarios, services like 24×7 call center availability and priority routing can help support critical business needs while helping businesses reduce or eliminate the need for around the clock IT staff, which can translate into significant cost savings.

“Customers have told us they want advanced technical support that’s faster, more reliable and affordable, all in one package,” said Henry Hicks, vice president of sales and marketing, Worldwide Services, Lenovo. “These ThinkPlus Priority Support offerings exceed those requirements, helping ensure critical PC support needs can be addressed on the spot, day or night, when our customers need help the most.”

ThinkPlus Priority Support includes:

  • 24×7 telephone tech-to-tech support for quick answers with calls typically answered in less than one minute
  • Priority call routing to advanced-skill technicians to eliminate wait time
  • Next business day onsite international warranty service[2]
  • Escalation management process to ensure problems are resolved with Web-based service call tracking tools to help manage support calls and administrative time
  • Technicians at in-region call centers who speak the local language
  • Support for more than 20 basic, preloaded software
  • Flexibility to choose coverage for select or all of a company’s PCs
  • Support across major countries for international customers

Lenovo also offers ThinkPlus Priority 4 Support for customers who require even faster on-site service. It includes the services bundled in ThinkPlus Priority Support but also adds on-site repair within four hours from the time of initial troubleshooting.

The new service plans also give Lenovo business partners an expanded portfolio of Lenovo offerings.
“We’ve been selling Lenovo ThinkPad laptops and ThinkCentre desktops to customers in enterprise, SMB, and the public sector for years, and we recommend Lenovo products for their excellent quality and reliability,” said Bruce Geier, president and CEO, Technology Integration Group. “ThinkPlus Priority Support gives TIG an opportunity to package high-quality services along with the Lenovo PC hardware we trust to further differentiate our offering to customers. The services give them peace of mind that should anything break or they need technical support in the middle of the night, Lenovo has got it covered.”

ThinkPlus Priority Support and ThinkPlus Priority 4 are available immediately through Lenovo sales, business partners and www.lenovo.com. ThinkPlus Priority 4 is available through Lenovo sales and business partners.

About Lenovo
Lenovo (HKSE: 992) (ADR: LNVGY) is dedicated to building exceptionally engineered personal computers. Lenovo’s business model is built on innovation, operational efficiency and customer satisfaction as well as a focus on investment in emerging markets. Formed by Lenovo Group’s acquisition of the former IBM Personal Computing Division, the company develops, manufactures and markets reliable, high-quality, secure and easy-to-use technology products and services worldwide. Lenovo has major research centers in Yamato, Japan; Beijing, Shanghai and Shenzhen, China; and Raleigh, North Carolina. For more information see www.lenovo.com.

[1]TBR Corporate IT Services and Support Customer Satisfaction Survey for 4Q 2007, March 2008.

[2]Options for standard warranty service, such as depot or carry-in, also available.

[3]All offers subject to availability. Lenovo reserves the right to alter product offerings and specifications at any time without notice.


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