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2020 Lenovo Internal. All rights reserved.
Premier Support and Hardware Installation Services
Increase Profit by Selling Services
(1) GP on Services assumes ASP partner with highest rebate level.
(2) Assumes SR650 and Premier Essential are sold at list price by channel partner.
AND receive 200 LEAP points for every Premier Support Part Number sold!
Increased Margin
by attaching Premier Support and HW Installation1
96%
109%
Increased Margin
by attaching Premier Support1
Adding Services provides up to 109% increase on profit1. ALL WITHOUT SELLING MORE HARDWARE!2
Utilize our scale and established infrastructure:
• Increase efficiency and improve service delivery
• Deliver excellence to your customers
Deliver additional value for your customers:
• On-site response times, access to Lenovo’s parts network, and one single point of contact
• Complete solution with complementing services
Drive greater profit for your organization:
• Significantly high margins on services
• Profit more, without selling more hardware
Single source solution for your customers:
• Eliminate support frustrations and ensure a positive customer experience
2020 Lenovo. All rights reserved.
Basic Hardware
Installation
Hardware
Installation Plus
Unpack and inspect hardware
Rack, mount, and/or position the product & components
Install and route power cables
Install and route network/data cables (between nodes or TOR switch)
Apply customer-provided labels to newly-installed cables
Power on equipment
Confirm server POSTs, or boots to OS if applicable
Update firmware, including chassis firmware if applicable
Check for error lights; obvious issues
Move used packaging materials to designated area within immediate installation location
Install Server Operating System
Run Lenovo-Supplied Configuration/Settings Tool
Tape library validation
Verify IP address and verify management connectivity
Configure first time boot info
Configure out-of-band management port
System assembly (apart from disks/media)
Service Features
What is Included with Lenovo Hardware Installation Services?
End User/
Customer
Lenovo
Project
Manager/
Coordinator
Service Provider
Focal Point
Installation Appointment Scheduling Process
Contacts SP to schedule the
services and send the checklist
Acknowledges the installation
Confirms Appointment time
Performs Installation and collect delivery
evidence
Purchases Service
Confirm Completion of
Installation and close the project
Receives Checklist from customer to validate it
Leads the Pre-install call with
customer and SP lead to schedule the
service
Confirms on siteEngineer’s info
**NOTE: It is necessary a minimum of 5 Business Days to Schedule an Install after receive the checklist
Why Hardware Installation Services?
➢ Keep staff focused on priority
business initiatives
➢ Accelerate return on investment
➢ Flexible offerings to meet
requirements
➢ Single source for technology and
services
➢Leverage deep technical resources
➢Consistent service delivery by
manufacturer certified resources
➢Minimize disruption and risk
➢Ensure equipment is prepared for
successful deployment
➢Schedule services to fit your
timeline and operations
➢Streamline project with a pre-
installation checklist
➢Utilize consistent global resources
➢Budget wisely with fixed price and
scope
Convenient SeamlessEfficient
2020 Lenovo. All rights reserved.
UnpackInspectConnect
UpdateVerify
Clean-Up
Hardware Installation
Services
Accelerate Your Customers’ Time To Productivity
Hardware Installation
• Seller Overview
• Flyer
• Pre-Install Checklist
• Coming soon: solution-selling card
and customer presentation
Contact: [email protected]
Business Partners + Lenovo: Expanding out footprint in accounts
7
Position Lenovo Services to
compliment your portfolio and
address customer challenges
• Own your customer engagement and provide the opportunity to increase profit margin with Services• Keep revenue tracking leveraging Lenovo Premier Support in the Account and gain compete lockout• Deliver a complete solution and enhance customer satisfaction• Offer your customer flexibility and cost predictability with a contract-based service offering or preconfigured
support-levels in DCSC
Enterprise
Leverage Lenovo Premier Support in your Enterprise accounts to
• Ease the burden of ongoing maintenance
• Provide robust coverage for systems supporting mission critical workloads
• Provide direct access to Level 2 technicians for faster first-time resolutions
• Allow IT teams to prioritize innovation by spending less time on functional tasks
Leverage Lenovo Premier Support in your Public Sector accounts to
• Help customers protect their capital investment in hardware throughout the lifecycle
• Purchase support via contract to accommodate billing cycles, flexible start and end dates, and post-warranty support.
• Provide predictable upfront costs versus finding budget in the event of a critical issue
Public Sector
Leverage Lenovo Premier Support in your SMB & MM accounts to
• Provide customers with direct access to skilled technicians to augment internal skill gaps
• Minimize downtime by relying on Lenovo to support complex solutions and guide customers through the support process
• Access to product and firmware documentation via a comprehensive knowledge base
SMB & MM
2020 Lenovo. All rights reserved.
Portfolio Structure
Premier Support Services
Premier Foundation
Upgrade your base warranty and extend
support of your systems.
• Premier Support
• 9x5 Next Business Day Response
• CRU/FRU Onsite Tech. Dispatch for
parts and labor
• Extend coverage up to 5 years
• 1 and 2 year Post Warranty Options
Premier Essential
Best choice for systems where
maximum uptime is essential.
• Premier Support
• 24x7 4 Hour Response
• CRU/FRU Onsite Tech. Dispatch
for parts and labor
• Includes YourDrive YourData
• Extend coverage up to 5 years
• 1 and 2 year Post Warranty Options
Premier Advanced
Robust coverage for systems
supporting mission critical workloads.
• Premier Support
• 24x7 2 Hour Response (US) for
parts and labor Coverage varies–
refer to Locator Tool
• CRU/FRU Onsite Tech. Dispatch
• Includes YourDrive YourData
• Extend coverage up to 5 years
• 1 and 2 year Post Warranty Options
• Customer Replaceable Unit (“CRU”): Lenovo will ship CRUs to the customer for the customer to install. Tier 1 CRUs require little skill to install
while Tier 2 CRUs require some technical skill and tools.
• Field Replacement Units (“FRU): If your replacement part is not considered a CRU, then it is a Field Replacement Unit (FRU). The installation
of a FRU will be handled by a service technician.
2020 Lenovo. All rights reserved.
Premier Support
• Sales Battlecard
• Seller Overview
• Customer Presentation
• Email Outreach Template
• Solution-selling Card
• Brochure
• Infographic
• Video
• Customer Support Plan
• Services Registration Process Guide
General Inquiries: [email protected]
2020 Lenovo Internal. All rights reserved.
SYNNEX SERVICES
2020 Lenovo Internal. All rights reserved.
Services Mission: Easy to buy-easy to sell
• Installation Services:
• WORK WITH LENOVO ON SERVER INSTALLTION & CUSTOM SERVICES
– nationwide services with set prices that includes travel for any zip code
– custom statement of work (SOW) for complex services
• Efficient Integration Services from ISO 9001 accrediated operation:
– (Configuration/Imaging, Asset Tagging, Labeling, Staging, Bundling)
• Field Services provided for all technical practice areas:
– (installation of digital signage, printers, cabling, desktops, wireless, networking, audio visual, IOT/mobility, training, etc.)
• Engineering support
• Service from small 2 hour Smart Hands work - to international scale project roll outs
• Service part#/SKUs for easy ordering
2020 Lenovo Internal. All rights reserved.
Imaging and Tagging
Integration & Configuration Services
• Imaging
• Enrollment & Custom Config
• BIOS and Firmware Updating
• Full Rack Builds
• Software Loads/OS
• RAID set up
• MAC address reporting
• Encryption
• Provisioning URL-loading/testing
• Asset Tagging / Custom Etching
• Shipping/Box Labels
• Insertion of Documents
• Bundles/Kitting/Green Packaging
• Importer/Exporter of Record
• ISO 9001 certified
World-class Integration Center in
Southaven,MS & Plainfield, IN
[email protected] of: memory, SSD, HDD, cards (net,
video, serial port), backlit keyboards, software load,
tagging / data capture/reporting, etc.
2020 Lenovo Internal. All rights reserved.© 2019, SYNNEX
Corporation
Field Services Capabilities
Offering Services Just Became Simple [email protected]
Extra Mile Services Training/Depot Services Smart Hands – Support/NOC Software Services
• Site surveys
• On-site installations
• Onsite network
installation
• Security Services
• Physical security
• Audio-Visual Systems
• Telephony /UCC
• Digital signage
• Wireless equipment
• Cabling
• Datacenter
• Fleet/Mobility
Training Services:• Microsoft, Cisco,
Google, SAP, Red Hat, VMWare, Cisco, Palo Alto, Polycom, Etc.
• On-site & web trainingExtended Warranty:• Desktops, Laptops,
Tablets • Datacenter/Servers• Chromebooks• Digital Signage• Audio Visual Products• Printers - Mobility
• Smart Hands:
• 2, 4 or 8 hour SKU
• Deploy in 48 hours
• Tech or SE
• Installs
• Unpack/Connect
Hdwe
• Loading software
• Gold Seal Service
• Help Desk &
Extended Support
(above OEM)
• Consultation
• Assessment
• Implementation
• Migration
• Health Check
• Training
• Product Demos
• Cloud
• Helpdesk
• Disaster Recovery
• Staff Augmentation
2020 Lenovo Internal. All rights reserved.
Opportunity Discovery
• Find the opportunity
• Contact your Synnex sales rep and SERVICESolv BD team at [email protected] (or [email protected])
• Include copy of the bill of materials (BOM) and a completed Services Questionnaire (will be provided by the BD team)
• BD team to engage the reseller and customer directly for introductions to discuss the opportunity at hand
Review and scope
• Request is picked up by the team within 1-2 hours for review
• If service part number/SKU is available will be verified and provided
• A scoping call may be needed for more complex projects in which case the team will notify the customer
• Services team will draft a statement of work (SOW) or provide back a the SKU for sales to quote to reseller within 1-3 days
Ordering and execution
• Synnex Sales receives PO, places order (PO needs services SKU, point of contact and installation address)
• Service Delivery team schedules kick-off call for SOW based projects
• Service Delivery team confirms scheduling options with point of contact at customer location.
Field Services engagement process
2020 Lenovo Internal. All rights reserved.
[email protected] - provides all integration related sales assistance,
interface with customers to assist with any questions in regards to the
integration BTO services offered.
[email protected] – provides all service sales assistance, interface with
customers to assist with RFPs, answer questions, webinar presentations, onsite
visits with customers, services sales training
[email protected] – provides assistance to installation and professional
services requests I.E. SOWs and services delivery updates
