Lenovo Premium Support Service (LPSS) Overview

Lenovo Premium Support Services (LPSS) is resolution based SLA offering for key customers
LPSS will offer 90% NBD resolution across 7 Major Indian Cities.
Rapid response of 1 hours thru email
Each customer will be assigned a Services Account Representative for E2E support

Products supported

ThinkCentre, ThinkPad, ThinkStation & Tablets

Locations covered

Delhi, Gurgaon, Mumbai, Pune, Bangalore, Hyderabad &

Chennai

Contact Centre Window

Email 9.00 AM to 6.00 PM

Voice 10.00 AM to 7.00 PM
Monday to Friday, excl. national and public holidays

How to contact

Primary TF #
1-800-3000-8465*
Secondary TF# 1-800-419-4666*

Use Fast access code

priority@lenovo.com
2

Reaching out to Lenovo Support..

Voice

THINK Primary - 1-800-3000-8465

THINK Secondary - 1-800-419-4666
Use Fast Access code

Contact Centre Window

Voice 10.00 AM to 7.00 PM
Email 9.00 AM to 6.00 PM
Monday to Friday
Excl. National and Public Holidays

Email

THINK priority@lenovo.com

LPSS - Process of After Sales Service

Customer sends email at

priority@lenovo.com
or
calls toll free number. Uses fast
access code to reach an agent
directly

Contact centre logs the problem,

Try to provide remote resolve thru
Remote Take over mechanism.
Directs it to Service Centre (as
required) and issues Service
Order # .

At Site: Lenovo Certified Engg

reaches the site with spare to
resolve the issue SD/NBD.

Account Service Rep( ASR)

informed.

ASM Shares SLA reports /

other CSAT reports with Top
Management periodically
4

Mapped Account Services

Rep to overlook the end to
end service delivery

Each city is stocked

adequately to cater to
LPSS program

Call updates in CRM on

real time basis

SLA for Onsite support - LPSS

90% NBD resolution* across 7 Major Indian Cities.
User will use Fast Access Code to reach the agent thru existing helpdesk number
Support timings : Mon Fri : 10 AM 7 PM
Field Support Timing: Mon Fri : 9 AM 6 PM
Email response - 1 Hr
Field Engineer Onsite arrival
Next Business Day(NBD) with spare, if case is logged in Lenovo CRM before 2.30 PM
2nd Business Day, If case is logged in Lenovo CRM after 2.30 PM, however, attempt will be
made to attend the call with part NBD

Resolution calculation will start from the time of case log in Lenovo CRM *
Performance measurement, with analysis, will be shared with customer on quarterly basis*
Cases delayed due to customer reschedule, regional issues (Bandh etc.) will be excluded from TAT calculation*
Holidays and Weekends will be removed from resolution TAT calculation*

Escalation Matrix

Organization specific Escalation matrix will be shared during execution

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