Lenovo 4-Year Premier Support Plan for AI PCs

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Lenovo Premier Support for Devices Suite
Today, employees rely on devices not just to work, but as strategic enablers of productivity and innovation. As devices drive more of what teams can achieve, keeping them running seamlessly becomes increasingly complex, with rising demands for connectivity, performance, and reliability placing pressure on both end-users and IT teams.

Premier Support for Devices delivers expert help designed to maximize uptime and fuel innovation. By combining AI-powered automation, alongside human know-how, support shifts from cost center to productivity engine.

The Premier Support for Devices Suite brings together Lenovo's most advanced support capabilities to keep users productive, devices reliable, and IT teams focused on higher-value priorities. From expert troubleshooting to proactive insights and global consistency, it delivers a unified support experience that boosts continuity, performance, and confidence across your device fleet.

When device incidents disrupt productivity, costs escalate quickly
Even minor device issues can bring work to a halt. With employees increasingly dependent on their devices, downtime directly affects productivity, employee experience, and business outcomes. Traditional reactive support models often resolve issues only after users are impacted, leading to repeat incidents and rising support costs.

Premier Support addresses this challenge by providing direct access to expert engineers, faster response times, and proactive issue identification that helps resolve problems earlier in the incident lifecycle-reducing disruption and limiting repeat occurrences.

Growing device complexity demands deeper expertise and visibility
Organizations now manage a diverse mix of devices, form factors, operating systems, and AI-enabled PCs across distributed workforces. By the end of 2026, 100% of enterprise PC purchases are expected to be next-generation AI PCs, significantly increasing the need for specialized skills and deeper technical insight. At the same time, 91% of organizations report skills or staffing gaps related to AI infrastructure, limiting their ability to anticipate issues or maintain consistent visibility into device health.

Premier Support helps address this challenge by providing specialized diagnostics, predictive insights, and preventative guidance, giving IT teams the technical depth and visibility needed to manage increasingly complex device environments.

IT teams are stretched thin and increasingly rely on external support
While device demands continue to grow, IT capacity often does not. Teams are expected to support more users and more devices while maintaining faster resolution times. As a result, more than 70% of organizations now outsource support not just to reduce costs, but to gain access to scalable, always-available expertise-particularly in areas like AI and security.

Premier Support complements internal teams by acting as an extension of IT operations, providing continuous coverage, expert-led resolution, and proactive monitoring that reduces workload, breaks reactive cycles, and restores operational predictability

Features
• Break/fix hardware support: Repair and replacement services for faulty devices to restore normal operation
• 24/7/365 advanced technical support: Continuous access to technical support services available at all times
• Direct phone access to engineers: Phone support routed directly to Premier Support accredited engineers for unscripted, personalized assistance
• Multichannel support access: Support access through AI Agent chat, live agent chat, and electronic ticket creation
• AI Agent: An intelligent support assistant providing personalized support, troubleshooting, and real-time access to repair and warranty status information
• End to end case management: A single point of contact managing cases from creation through resolution
• Technical Account Managers: A technical resource providing escalation management and coordination for complex device issues, when requested
• Comprehensive hardware and OEM software support: Support for Lenovo hardware and OEM software, including configuration guidance and "how-to" assistance for PCs and AI PCs
• Next business day onsite service: Prioritized parts and next business day onsite labor when onsite service is required
• Standard reporting: Access to service reports covering service levels, repeat incidents, and warranty status upon request
• Enhanced Service Connect: Access to enhanced product support tools and service case tracking for eligible customers
• Commercial coverage for consumer devices: Cover for consumer devices purchased and used in commercial environments