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Streamlining the Enterprise Product Support Process
Increase helpdesk productivity and reduce overall helpdesk costs. Better manage your overall PC environment and reduce the time your helpdesk spends troubleshooting PCs with faster access to Lenovo’s global network of technical support resources.
ThinkPlus Priority Support has helped Customers:
• Address their top 3 service & support challenges of
1) Cost control
2) Technical expertise
3) Staff resources
• Redeploy an internal tech resource for every 1000 PCs*
• Enable IT staff to focus on their business critical initiatives, reducing costs while improving end-user SLAs
• Rethink their support process and let Lenovo experts focus on their product support.
• Configure and select from service levels that fit their needs
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| With Priority Support, IT technicians by-pass Level 1 support and get directly to Level 2 technicians to resolve issues fast |
| Typical tech support process without Priority Support |
Tech support process with Priority Support |
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What you get
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What it does
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How you benefit
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| Priority call routing to advanced tech support |
You receive a dedicated phone number and calls are routed into a direct queue to our advanced skill technicians, providing faster response, usually under 1 minute. |
Your time is valuable, your needs are critical. Calls are answered fast and we get you to the front of the call queue to the right level of tech support. |
| 24x7 telephone tech-to- tech support |
Priority Support technicians are available 24x7 and are trained to solve the most critical tech support issues. |
Problems don’t always happen during normal business hours. We’re on call around the clock to get you and your business back on track, fast. |
| Web-based service call tracking tools |
Lenovo gives you a Web-based tool to track all of your service calls through to resolution to reduce administrative time. |
Identify root causes and develop remedial action plans. You gain powerful knowledge about your PC issues, plus you have clear insight into open and closed service calls. |
| Escalation management |
When high impact or complex PC support issues arise, an escalation process manages the problem from diagnostics to closure. |
You gain peace of mind knowing even the most complex issues will be resolved, thereby increasing end user satisfaction in the process. |
| Local language support |
24x7 local language phone support on Lenovo hardware and standard pre-loaded third-party software. |
We speak your language. Our global network of regional support centers is your assurance that no matter where your business goes, we’re there, with expert tech support. |
| Third party software support [i] |
We can also troubleshoot basic, pre-loaded software problems. For more advanced software issues, Lenovo will patch you over to the appropriate software vendor and stay on the line to communicate the issue with the vendor technician. |
Save time with a convenient single source for both hardware and software needs. |
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