Lenovo Service Level Agreement

Lenovo Incident Assistance Services provides customer assistance and assistance on a wide range of PC DE issues, problems and hardware software or third-party applications based on the description of the service you ordered (a “service”). Lenovo provides access to one or more Service Agents to perform the type of service you have acquired (a “service incident”). Support is provided by phone, chat, remote or in-person session, during normal business hours or at other times at Lenovo`s discretion. Each service is independent of another service and each service incident is separated from another service incident. A service incident will be closed as soon as Lenovo makes reasonable efforts to complete the service. In accordance with this agreement, Lenovo will perform the service you have mandated in accordance with the service description listed below. Lenovo can change the scope of services at any time. Lenovo will make reasonable economic efforts to help you during the service incident for the service you purchased. However, not all problems can be easily diagnosed or resolved, and some may require you to return your computer to its original state, recharge the operating system, application software, recharge your personal settings and data, or work with a third-party hardware or software vendor to fix the problem.

Service Descriptions – Out-of-Warranty (OOW) Depot Repair If your computer has operating problems and is no longer within warranty time, Lenovo will check and diagnose the cause of problems on your computer system in our deposit repair system for a diagnostic fee. You are responsible for sending the computer to our facility, including all transportation costs and costs. After finding the cause of the problems, Lenovo will contact you to explain the problems and offer for the cost of labor and parts to repair your computer system. If you agree to pay the stated repair costs, Lenovo repairs the computer. Alternatively, you can request that Lenovo return the computer without being repairable. Lenovo will return your computer system to you at Lenovo`s expense and expense. This service only applies to laptops and desktop computers. If your computer is experiencing operational problems due to customer damage, Lenovo will check and diagnose the cause of problems on your computer system at our deposit repair facility for a diagnostic fee. You are responsible for sending the computer to our facility, including all transportation costs and costs. After finding the cause of the problems, Lenovo will contact you to explain the problems and offer for the cost of labor and parts to repair your computer system. If you agree to pay the stated repair costs, Lenovo repairs the computer.

Alternatively, you can request that Lenovo return the computer without being repairable. Lenovo will return your computer system to you at Lenovo`s expense and expense. This service only applies to laptops and desktop computers. If your computer`s sealed battery is functional, Lenovo will replace the old battery for a new battery for a repair fee. All work is done in our depot repair shop. Repair costs for this service include work and parts costs. You are responsible for sending the computer to our facility, including all transportation costs and costs. Once the battery change is complete, Lenovo will return your computer system to you at Lenovo`s expense and expense. This service only applies to computers with sealed batteries. If your tablet has operating problems and is no longer in warranty time, Lenovo will check and diagnose the cause of the problems on your tablet in our deposit repair device for a diagnostic fee.