Lenovo 5WS0A23813 User Manual

L505-0083-00 US 02.2019

Lenovo Personal Computing Devices Services Agreement

NOTICE: PLEASE READ THE FOLLOWING TERMS CAREFULLY. THIS LENOVO PERSONAL COMPUTING DEVICES
SERVICES AGREEMENT WITH ANY OF ITS ATTACHMENTS (“AGREEMENT”) IS A BINDING LEGAL AGREEMENT BETWEEN
YOU (“CUSTOMER” OR “YOU”) AND THE LENOVO AFFILIATE DESCRIBED BELOW (“LENOVO” OR “WE”). YOU ACCEPT
THESE TERMS BY USING OR REGISTERING A SERVICE. IF YOU DO NOT WISH TO ACCEPT THESE TERMS DO NOT USE OR
REGISTER THE SERVICE. INSTEAD, NOTIFY LENOVO OR YOUR SELLER WITHIN THIRTY (30) DAYS OF PURCHASE DATE
TO CANCEL. EXCEPT AS OTHERWISE PROVIDED IN PART 2 OF THIS AGREEMENT, IF A SERVICE IS USED OR
REGISTERED AT ANY TIME, LENOVO WILL NOT PROVIDE A REFUND. THIS AGREEMENT CONSISTS OF THE FOLLOWING
PARTS:

PART 1- GLOBAL TERMS
PART 2- COUNTRY SPECIFIC TERMS
THE TERMS OF PART 2 REPLACE OR MODIFY TERMS OF PART 1 ONLY AS SPECIFIED FOR A PARTICULAR COUNTRY.

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Contracting Entity:

This Agreement is between you and Lenovo entity in the country in which you purchased the Service. If no affiliate in the country of
purchase is identified by Lenovo then the Lenovo contracting entity is Lenovo PC HK Ltd.

1 What This Agreement Covers

This Agreement, together with the Lenovo Limited Warranty, is the complete agreement between you and Lenovo regarding Warranty
Extension, Warranty Upgrade, Post Warranty, and Other Services (each a “Service” or collectively “Services”), sold via a part number
specified on your invoice or order confirmation. It supersedes and replaces prior oral or written communications between you and
Lenovo regarding the Service or Services specified in this Agreement. Additional terms in any order or written communications from
you shall be void. This Agreement modifies the Lenovo Limited Warranty only as specified below. Capitalized terms used but not
defined in this Agreement shall have the meaning given to them in the Lenovo Limited Warranty, which can be viewed at

http://www.lenovo.com/warranty/llw_02. Not all Services are available in all regions, countries or products. This Agreement only

applies to the specific Service you purchased.

2 What This Agreement Does Not Cover

This Agreement does not apply to Lenovo Servers, Storage and Phone products.
Lenovo shall have no responsibility for the following:

(i) uninterrupted or error-free operation of a product or Service;
(ii) loss of, or damage to, your data;
(iii) any software programs, whether provided with a product or installed subsequently;
(iv) failure or damage resulting from misuse, abuse, accident, modification, unsuitable physical or operating environment, natural

disasters, power surges, improper maintenance, or use not in accordance with product information materials;
(v) damage caused by a non-authorized service provider,
(vi) failure of, or damage caused by, any third party products, including those that Lenovo may provide or integrate into the

Lenovo product at your request;
(vii) products or parts from a Lenovo product or non-Lenovo product with an altered identification label or from which the

identification label has been removed; or
(viii) any pre-existing defects in your product that occurred on or before the date of this Agreement.

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3 Registration and Activation

Registration is the process by which Lenovo entitles your hardware product to the Service you have purchased. Service needs to be
registered with Lenovo within thirty (30) days Lenovo of the purchase date. Depending on the Service purchased, activation may be
required in addition to registration. The activation process provides location data required to deliver specific service levels as detailed
in Section 6.

4 Obtaining Service

Contact Lenovo or a Lenovo-Authorized Service Provider (“Service Provider”) or Lenovo authorized reseller, if purchased from a
reseller, in the country of purchase. You must follow the problem determination and resolution procedures as specified. Service
Provider may attempt to diagnose and resolve your problem by telephone, e-mail or remote assistance. For additional information,
visit support.lenovo.com.

5 Availability of the Service

The specified level of Service may not be available in all locations. Even where Service is indicated as available, there may still be
certain geographical limitations such as islands and remote regions or a lack of trained personnel which prevent the provision of
Service. Even if Service is indicated as not available, Lenovo may still be able to address your requirements.

6 Service Offerings

Services are only compatible with certain products as described in this Agreement and as specified on your invoice.

6.1 Service Definitions
A. Customer Replaceable Unit (“CRU”)

A CRU is a replacement part that Service Provider will ship for installation by you. CRUs that are easily installed by you are called
“Self-service CRUs”. Installation of Self-service CRUs is your responsibility. “Optional-service CRUs “are CRUs require technical
skill and tools. Service Provider may install Optional-service CRUs or Self Service CRU’s if an optional Service is purchased. You
may find CRUs and their designation at support.lenovo.com/partslookup or by contacting Lenovo Representative.

B. Field Replacement Units (“FRU”)

A FRU is a replacement part that is not a CRU. The installation of a FRU will be handled by a service technician.

C. Technician Installed CRUs (“TICRU”)

A TICRU is used if a problem with your product may be remedied with a CRU to replace an internal part. A service technician will
be dispatched to your location to install the CRU. Replacement of external parts with a CRU remains your responsibility.

D. On-site Service

On-site Service means if a problem with your product cannot be resolved via telephone or through a CRU, repair will be performed
at your location. This Service is available during normal business hours, Monday through Friday, excluding holidays. You must
provide a suitable working area for the disassembly and reassembly of the product. For service provided at a residence, an adult
must be present at all times during the service technician’s visit. At Lenovo’s discretion for further investigation, performance test,
etc., some repairs may need to be completed at a service center. If so, Service Provider will send the product to the service center
at its expense and return the repaired or replacement product.

On-site Services are only available in certain locations. For certain products service areas may be found at
www.lenovolocator.com or by contacting Lenovo representative. Additional charges may apply outside a Service

Provider’s normal service area.

E. Hours of Field Service Coverage

• Business Hours: 9x5 coverage is defined as 9 hours per day, 5 days per week, during normal business hours,
excluding local public & national holidays

• 24/7 Hours: 24x7 coverage is defined as 24 hours per day, 7 days per week, 365 days per year.

F. 8 Hour Response time

8 hour response time target is the time period from when the telephone based troubleshooting is completed and logged, to the
delivery of the CRU or arrival of a service technician at your location. This 8-hour period is in addition to the average problem
determination time from call placement for both parties to determine problem and define the required action plan.

G. 4 Hour Response time

4 hour response target time is the time period from when the telephone based troubleshooting is completed and logged, to the
delivery of the CRU or arrival of a service technician at your location. This 4-hour period is in addition to the average problem
determination time from call placement for both parties to determine problem and define the required action plan.

H. Lenovo Representative

A Lenovo Representative shall mean to include Lenovo sales, contact center agent, Lenovo authorized reseller or distributor.

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6.2 Service Offering Descriptions
A. Warranty Extension

The duration of any extended warranty for your product will be for the period you purchase, commencing on the start date of the
original base warranty. Any extension must be purchased during the product’s original base warranty (for example if original
warranty is 1 year and Warranty Extension is purchased for 3 years, then the total number of years for Warranty Extension is 3
year). Parts consumed through use of the product for example stylus, digitizer pen, and batteries are not covered by this Service.
Warranty Period for all Lenovo batteries, stylus, and digitizer pens are limited to 12 months unless otherwise specified. Unless you
purchase a separate Battery Warranty Extension, the warranty period for your battery will expire at the end of the period specified in
your Lenovo Limited Warranty.

B. Battery Warranty Extension

The duration of the extended Lenovo Limited Warranty for the battery in your product will be for the period you purchase, beginning
on the start date of your battery’s original base warranty period. You are entitled to one battery replacement in the event of battery
failure during the extended period after your battery’s original base warranty period. The battery in your product is a CRU, so a
replacement battery will be shipped to you. This Service must be purchased before the end of your product’s original battery base
warranty period.

C. Sealed Battery Warranty Extension

The duration of the extended Lenovo Limited Warranty for the battery in your product will be for the period you purchase, beginning
on the start date of your battery’s original base warranty period. You are entitled to one battery replacement in the event of battery
failure during the extended period after your battery’s original base warranty period. The battery in your product is a sealed battery
and is not a CRU, so your battery will be replaced at a depot or at your location depending on the Warranty Upgrade purchased.
This Service must be purchased before the end of your product’s original battery base warranty period.

D. Warranty Upgrade

The service type of your Lenovo Limited Warranty and any applicable Warranty Extension will be upgraded to the Service type
below according to the Warranty Service Upgrade options you purchase. For a system upgrade to be honored, the system must
also be covered by the original or extended warranty.

D.1. Depot Service: If a problem with your product cannot be resolved via telephone or through the use of a CRU, your product will
be repaired or replaced at a designated service center. You are responsible for disconnecting the product and packing it in the
shipping container along with any other parts or information required by Lenovo, and return product to the designated service
center. Shipping expenses will be paid by the Service Provider.
Upon resolution, Lenovo will ship the product at your registered location. You will be liable for the cost of any parts not packaged
and mailed with the product.

D.2. Carry In: If a problem with your product cannot be resolved via telephone or through the use of a CRU, your product will be
repaired or replaced at a designated service center at your risk and expense. After the product has been repaired or exchanged, it
will be made available to you for collection. If you fail to collect the product within a reasonable period, Service Provider may
dispose of the product as it sees fit, with no liability to you.

D.3. Expedited Depot If a problem with your product cannot be resolved via telephone or through the use of a CRU, your product
will be repaired or replaced at a designated service center with expedited turnaround. You are responsible for disconnecting the
product and packing it in the shipping container for the return of your product to the designated service center. Shipping expenses
will be paid by Service Provider.

D.4. On-Site Service: If a problem with your product cannot be resolved via telephone or through a CRU, repair will be performed
at your location. This Service is available during normal business hours, Monday through Friday, excluding holidays. .

D.5. On-Site Service – Second Business Day Response (“SBD”): If a problem with your product cannot be resolved via
telephone or through a CRU, repair will be performed at your location. A service technician will be dispatched to arrive at your
location within two business days. This Service is available during normal business hours, Monday through Friday, excluding
holidays. Support calls received by the call center after 4:00pm local time will require an additional day to dispatch a service
technician.

D.6. On-Site Service – Next Business Day Response (“NBD”): If a problem with your product cannot be resolved via telephone
or through a CRU, repair will be performed at your location. A service technician will be dispatched to arrive at your location on the
next business day. This Service is available during normal business hours, Monday through Friday, excluding holidays. Support
calls received by the call center after 4:00pm local time will require an additional day to dispatch a service technician. This Service
is subject to availability of service parts. .

D.7. On-Site Service – 8-hour Response (24x7) Response: If a problem with your product cannot be resolved via telephone,
repair will be performed at your location. After you follow the telephone problem determination, a service technician will be
dispatched to your location within eight hours as described under the response time section of this agreement. This Service is
available 24 hours per day, 7 days per week, and 365 days per year. You must follow the telephone problem determination
procedures before a service technician will be dispatched. Provision of this Service is dependent on the availability of service parts.

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This Service and the location of your product must be activated with Lenovo. If you change your product’s location, you must update
your location activation. Instructions for location activation can be found at www.lenovo.com/registration. This Service may not
be available for up to thirty (30) days after location activation.

D.8. On-Site Service – 4-hour Response (Business Hours): If a problem with your product cannot be resolved via telephone,
repair will be performed at your location within 4 hours as described under the response time section of this agreement. After you
follow the telephone problem determination, a service provider technician will be dispatched to your location. You must follow the
telephone problem determination procedures before a service technician will be dispatched. This Service is available during normal
business hours, Monday through Friday, excluding holidays. This Service is subject to availability of service parts. This Service and
the location of your product must be activated with Lenovo. If you change your product’s location, you must update your location
activation. Instructions for location activation can be found at www.lenovo.com/registration. This Service may not be available for
up to thirty (30) days after location activation.

D.9. On-Site Service – 4-hour Response (24x7): If a problem with your product cannot be resolved via telephone, repair will be
performed at your location. After you follow the telephone problem determination, a service provider technician will be dispatched to
your location within 4 hours This Service is available 24 hours per day, 7 days per week, 365 days per year. You must follow the
telephone problem determination procedures before a service technician will be dispatched. Provision of this Service is dependent
on the availability of service parts. This Service and the location of your product must be activated with Lenovo. If you change your
product’s location, you must update your location activation. Instructions for location activation can be found at

www.lenovo.com/registration.
D.10. International Warranty Service Upgrade: International Warranty Service Upgrade (“IWS Upgrade”) enables customers who

travel with an IWS Upgrade to receive Service in eligible countries other than the country in which the Service was purchased. The
length of IWS Upgrade is based upon the original warranty period assigned in the country of origin where the machine type was first
sold. The Service delivery will be determined by the destination country subject to Service capabilities and parts availability in the
destination country. Lenovo makes no commitment that the same method of service purchased in the original country will be
provided in the destination country. Service procedures vary by country, and some service and/or parts may not be available in all
countries. This may result in select parts being replaced by local country equivalents. Certain countries may require additional
documentation, such as proof of purchase or proof of proper importation, prior to performing IWS Upgrade. Service delivery
capabilities for specific countries may be found in the Safety, Warranty and Setup Guide for your machine type

6.3 Other Services Offerings
A. Technician Installed CRUs

If a problem with your product may be remedied with a CRU to replace an internal part, a service technician will be dispatched to
your location according to your applicable service type to install the CRU. Replacement of external parts with a CRU remains your
responsibility.

B. Keep Your Drive

Keep Your Drive, allows you to retain a defective drive that is replaced under the Lenovo Limited Warranty. This Service applies to
the original drive in your product and any replacement storage drive provided for your product under the Lenovo Limited Warranty.
You must provide Lenovo serial number of each drive which you retain under this Service and execute any document provided by
Lenovo acknowledging your retention of the hard drive. This Service does not apply to any drive provided by Lenovo for a product
not purchased by you.

C. Accidental Damage Protection (“ADP”)

This Service covers operational or structural failure caused by:
(i) liquid spills on the keyboard,
(ii) unintentional bumps or drops from not more than fifteen (15) feet or five (5) meters,
(iii) an electrical surge that damages the product’s circuitry, or failure of the integrated screen, Lenovo will repair or replace (in its

sole discretion) the product; provided, however, that the damage to the product is caused by an accident and is unintentional.
This Service only covers components installed in your product at the time of purchase, including the internal central processing unit,
integrated hard disk drive, integrated optical drive, integrated keyboard, integrated pointing devices, integrated screen, optional
features installed by Lenovo at the time of purchase, and other components that Lenovo includes as a standard feature with the
product.

This Service does not cover the following:

a. CRU batteries, light bulbs, memory disks, wire connections, AC adapters, carrying cases or folios, stylus or digitizer pens,

cradles, docking stations, port replicators, external keyboards, printers, scanners, external drives, software (preloaded or

purchased separately), tapes, CDs, DVDs, film or other media, external modems, external speakers, monitors, external mice or

other input/output devices, projectors,
b. any other components not internal to the product, any pre-existing defects in your product that occurred on or before the date of

this Agreement, optional features not installed by Lenovo at the time of purchase, accessories purchased in addition to the

base unit, third-party products (those not bearing the Lenovo logo) even if sold by Lenovo, products not purchased from

Lenovo or any products repaired by anyone other than Lenovo or a service provider authorized by Lenovo.
c. Normal wear and tear of the product;
d. Parts intended to be replaced or consumed - e.g., batteries, stylus, digitizer pen, etc

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e. Cosmetic damage (e.g., scratches, dents, or cracks that do not affect the product’s functionality or structural integrity);

i. Damage from abuse, misuse, unauthorized modification, unsuitable physical or operating environments, improper

maintenance by anyone other than Lenovo-authorized service providers, removal of original parts or alteration of product or
identification labels;

ii. Damage caused by a product not covered under this Agreement or caused by biohazards or human or animal bodily fluids;

or

iii. Theft, loss or damage from fire, flood, or natural disaster, war, terrorism, acts of God

Purchase Period for ADP: ADP must be purchased with the product or within ninety (90) days of product purchase.
Coverage Period for ADP: ADP shall begin on the warranty start date of the product. It will expire at the end of the period specified

in your invoice. The Coverage Period terminates immediately if your product is replaced under this Agreement.
Waiting Period for ADP: When ADP is purchased subsequent to the purchase of your product, you may not exercise your rights to
Service for thirty (30) days from the purchase date of the Service. Lenovo reserves the right to inspect your product prior to
agreeing to provide Service, when Service is purchased subsequent to the purchase of your product.

D. Priority Technical Support

This Service provides 24x7 accesses to advanced-level technicians. When you contact a technician, you must follow the problem
determination procedures as directed by the technician. The technician will attempt to diagnose and resolve your problem over the
telephone and may direct you to download and install software updates. If a problem covered by the Lenovo Limited Warranty
cannot be resolved via telephone, repair services will be arranged by the technician according to the applicable warranty service.

D.1 Lenovo and Third-Party Software Support for Priority Technical Support

Lenovo will provide direct telephone support for installation and basic usage problems for core software (supported software
defined by Lenovo and third party software provider). If Lenovo determines the performance of your product is related to a
third-party software application (included on collaborative list between Lenovo and third party software provider), Lenovo will
contact the third-party software supplier, open a service request on your behalf, and transfer your call to the software supplier.
Lenovo is not responsible for third-party software or the acts or omissions of any software supplier. This Service is only available
if you have the necessary licenses, support agreements, and entitlements from the software supplier. This Service is available for
support of Lenovo software subject to the terms of your software license agreement with Lenovo.

E. Premier Support

Lenovo shall provide:

E.1 Premier Support Contact Center to facilitate:

a) remote troubleshooting and diagnostic assistance (including possibly connecting to your system or products over a

secure internet connection);
b) Original Equipment Manufacturer (“OEM”) Supported Software Support (for systems only);
c) help with configuration, including resolution refresh rate, display setting, multi-monitor interoperability, connecting to a

projector or TV, and support on popular software, device drivers, games, app settings and computer-aided design

software (for monitors only);
d) information regarding your warranty Incident case management to help track, progress and close;
e) validation of your product serial number and Service entitlements;
f) determine whether your issue is a warranty Incident; and determine whether your warranty Incident can be resolved via

one of the following (at Lenovo’s discretion);
g) On-site Service NBD (for systems only); and
h) Product Exchange Service NBD (for monitors only).

E.2 Technical Account Manager (“TAM”) to provide:

a) end-to-end case management regarding your warranty incidents to help track, progress and close;
b) escalation management and a single, designated point of contact for all your warranty Incident management;
c) where required, coordinate or implement On-site Service NBD (for systems only);
d) support for preliminary network connectivity requests (for systems only);
e) where required, coordinate or implement Product Exchange Service NBD (for monitors only); and
f) online support to Lenovo support forums.

E.3 Warranty Incident Resolution – Remote for Premier Support

Post completion of Premier Support Call Center troubleshooting, if required (as determined by Lenovo), Lenovo will remotely
attempt to address and resolve your warranty Incident.

E4. Parts Prioritization for Premier Support

Prioritization of parts allocation for your warranty incidents. Parts availability may impact service delivery SLAs.

E.5 OEM Supported Software Support for Premier Support

OEM Supported Software Support includes collaborative assistance to engage with OEMs on OEM Supported Software
concerns, pursuant to the following: