Lenovo Personal Computing Devices Services Agreement: 1 What This Agreement Covers

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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PART 1 - GLOBAL TERMS
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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
L505-0083-01 PDSA Global Model Eng 06.2020
(viii) any pre-existing defects in your product that occurred on or before the date of this Agreement.
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
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A Lenovo Representative shall mean to include Lenovo sales, contact center agent, Lenovo authorized reseller or distributor.
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. 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; and
(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,; or
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:
a) providing operating system and setup assistance associated with the OEM Support Software (Note: Setup Assistance
only includes support of OEM Support Software; basic/how-to questions; feature definition questions; and OEM available
fix/patches assistance and implementation);
b) Lenovo’s TAM acting as a single point of contact to facilitate communication between you and the OEM;
c) until your issue is identified, isolated and escalated to the OEM, Lenovo’s TAM will engage with the OEM to register your
issue. Lenovo’s TAM will then monitor the issue and update on status and proposed resolutions;
d) you must have all necessary license and support agreements in place with the OEM prior to the Service;
e) Lenovo has no responsibility or liability for the performance of the OEM’s software, products or services;
f) Lenovo does not warrant that any issue will be resolved;
g) resolutions may not be available from the OEM. You accept that where no resolution is available, or where the resolution
is unacceptable to you, that Lenovo’s obligation to provide collaborative support is still fulfilled;
h) you must have all necessary licenses and support agreements in relation to the OEM Supported Software; and
i) you must maintain the latest minimum release levels or configurations required for the Lenovo products (per
support.lenovo.com) and OEM Supported Software
F. Smart Office Services
Lenovo shall provide the following remote and Onsite Smart Office Services (“Smart Office Services”) with Lenovo branded Think
Smart Hub 500, Think Smart Hub 700 and its follow-on Smart Office Products (“Smart Office Products”). Smart Office Services are
available with Smart Office Products only and for select countries as specified on your invoice or order documentation. To obtain
Smart Office Services, Customers must follow the registration/entitlement process outlined in this Agreement within 30 days of
purchase date of Smart Office Service. Customer shall provide access to its site, networks and personnel as necessary for the
completion of each Smart Office Service selected by Customer. In addition, Customer shall provide to Lenovo written
confirmation of Smart Office Service details prior to Lenovo commencement of each Smart Office Service. Unless agreed
otherwise between Lenovo and Customer in advance, Smart Office Services are available during normal business hours, Monday
through Friday, excluding holidays.
F.1. ASSESS Service: Lenovo shall remotely assess readiness of Customer environment to support Smart Office
Products. Lenovo shall provide an assessment report in support of Assess Service. Customer shall complete the
registration process prior to commencement of ASSESS Service at www.lenovo.com/registration
F.2. DEPLOY Service: Lenovo shall remotely configure, integrate and verify installation of Smart Office Products into
Customer’s environment. Lenovo will not install backend servers or services, or other infrastructure requirements needed to
support Smart Office Products. Customer shall be responsible for ensuring that Smart Office Products function in
Customer’s environment. Lenovo shall advise on remediation steps if there are issues with integration of Smart Office
Products in Customers’ environment. Customer shall complete the registration process prior to commencement of DEPLOY
Service at www.lenovo.com/registration
F.3. TRAIN Service: Lenovo shall remotely provide general training and documentation to assist Customer understand (i)
function and operation of Smart Office Products, (ii) how to assess whether Customer environment can support Smart
Office Products, (iii) deployment of Smart Office Products within Customer environment and (iv) general maintenance and
troubleshooting of issues with Smart Office Products. Customer shall complete the registration process prior to
commencement of TRAIN Service at www.lenovo.com/registration
F.4. MAINTAIN Service: Lenovo shall remotely provide Customers who have installed Smart Office Products within their
environments with ongoing technical support, problem determination, and recommended fixes to keep Smart Office Products
performing properly for the duration of the MAINTAIN Service. Lenovo will assist Customer in identifying any software-related
issues and provide guidance for any recommended software upgrades and provide guidance on 3rd-party interoperability and
integration with Smart Office Products. MAINTAIN Service is valid for the specified time from the date of purchase. Customer
shall complete the registration process prior to commencement of MAINTAIN Service at www.lenovo.com/registration
F.5. Full Onsite Service: Lenovo shall provide onsite service for deployment of Smart Office Products, which includes
configuration, integration, customization, optimization, and verifying installation of Smart Office Product into Customer’s
environment, including trouble-shooting and resolving installation issues to ensure Smart Office Product is set-up and working

properly within Customer’s environment. Full-Onsite Services are limited to one physical location of Customer unless
otherwise mutually agreed by Lenovo and Customer. Customer must provide access to its facilities and network infrastructure,
make appropriate personnel available to facilitate the Service and provide a suitable working area for the Service. Lenovo
shall not be responsible for alterations to Customer’s facility, including but not limited to cabling, moving furniture, relocating
or tearing down partitions or walls on Customer premises. Customer shall complete the registration process prior to
commencement of Full Onsite Service at www.lenovo.com/registration
G. International Service Entitlement (“ISE”)
G.1 ISE Sealed Battery and Keep Your Drive

ISE enables customers who travel with, or relocate any Lenovo product to receive Sealed Battery Service and/or Keep Your
Drive (KYD) Service in any country where such Service Is announced and sold by Lenovo or Lenovo authorized resellers.
The length of Service is based upon the original warranty period assigned in the country of origin where the Service was
first sold by Lenovo or a Lenovo authorized reseller. ISE must be purchased in addition to, Sealed Battery and KYD but
only once for any combination of the Services. All Services may not be available in all countries and for all products.
G.2 ISE Accidental Damage Protection

ISE enables customers who travel with, or relocate any Lenovo product to receive Accidental Damage Protection (ADP) in
any country where such Service Is announced and sold by Lenovo or Lenovo authorized resellers. The length of Service is
based upon the original warranty period assigned in the country of origin where the Service was first sold by Lenovo or a
Lenovo authorized reseller. ISE must be purchased in addition to ADP, but only once for any combination of the Services.
I. Post Warranty Service

If Post Warranty Service is purchased before the base warranty or other Service described in this Agreement expires, it will begin
the day after the base warranty or other Service purchased expires. If Post Warranty Service is purchased after the base
warranty or other Service purchased expires, Post Warranty Service begins on the day of purchase. Post Warranty Service is
available for Lenovo products only if the product is in good working order as determined by Lenovo. Lenovo reserves the right to
inspect a product within one month from the purchase date of Post Warranty Service. If Lenovo determines the product is not in
good working order, Lenovo will notify you and advise you of the cost to place the product in good working order. If you elect not to
have the product placed in good working order at your expense, you may reject Post Warranty Service and receive a full refund of
the purchase price.
J. Service Engagement Manager (“SEM”)

SEMs act as a customer advocate striving for a positive services experience and customer satisfaction. They provide for each
account they are assigned:
a) Single, worldwide point of contact access for any Lenovo product service delivery issue;
b) Regular monitoring of Lenovo services provided and end-to-end case management until issue resolution;
c) Escalation management for all warranty-related incidents. SEMs will keep the customer informed and coordinate
action plans with both internal Lenovo teams and external teams until resolution;
d) Standard reports related to metrics which track services provided and issue resolution. Examples could include:
Incident by type (CCI, Depot, CRU, Onsite), First Time Fix Performance %, amount of Warranty Claims, System Parts
Replacement details, etc. Custom reports will also be provided as agreed to by the SEM and the customer. Minimum
frequency is quarterly; and
e) Regular customer engagements, either in person or remotely, to review service performance details for an account’s
complete Lenovo PC install base. Examples could include service reports, trend analysis, process improvements on
pervasive technical issues and recommendations on future service offerings in conjunction with the services sales
account representative.
K. Easy Deploy Services
K.1. Easy Deploy Basic Service: Onsite Installation – Local Business Hours
This Service provides for the onsite setup of the following new Lenovo ThinkPad Products: T-Series, X-Series, P-
Series, E- Series, L-Series, and ThinkBook Laptops (“Lenovo Supported Product”). On-site setup will be performed
during normal business hours – Monday through Friday, 9:00 AM – 6:00 PM local time. Service does not include
holidays or weekend installation.
6.4 Onsite Installation Service Description

a) Moving new equipment from central location located on-site to the end user desk side
b) Unpack, inspect and organize product components and peripherals; attach any Customer-certified network patch
cables or connect to Customer’s wireless network using Customer supplied logon information; and connect power
cords into electrical source
c) Boot the new Lenovo product and verify network connection for Customer’s network connected devices
d) Connect and setup external MS Windows 10 supported peripherals to product

I. Keyboard, Mouse, Monitor, local printers and docking station supported
II. Customer is responsible for providing any necessary drivers / software that are not covered by normal plug-
in-play processes.
e) Disconnect the hardware components, network cable, and power cord from Customer’s system being replaced by the
new product
f) Perform basic domain join through MS Windows native interface
g) Log on to the new Lenovo product using Customer-provided user ID and password
h) Map network printers to each new Lenovo product and print a test page – 1 Printer
i) Install a copy of currently supported Microsoft Office from Customer-provided media, networking device(s) provided
by the Customer, or from the Microsoft Office website
j) Connect to O365 or a MS exchange server on the Customer’s work premises
k) Move all boxes, packaging materials and debris to a Customer designated disposal area within the building
where the deployment services are provided
l) Properly clean the installation area so it is returned to its original condition

K.2. Easy Deploy Plus Service: Onsite Installation - Extended Business Hours Availability and Up to 30 GB
Data Migration
The Easy Deploy Basic Service described in Section K.1 above with Onsite Installation availability during normal business
hours
– Monday through Friday, 9:00 AM – 6:00 PM local time, and during extended hours, 6:00 PM – 10:00 PM local time,
along with Data Migration Services. Data Migration Services provide for the onsite migration of up to 30 gigabytes (GB) of
data from an existing local computer to a new Lenovo Supported Product. Data Migration is delivered during and in
coordination with a new Lenovo Supported Product installation.
K.3. Easy Deploy Advanced Service: 24/7 Onsite Installation and Up to 100 GB Data Migration
The Easy Deploy Plus Services described in Section K.1 above with Onsite Installation availability 7 days/week, 24
hours/day, 365 days/year, along with Data Migration of up to 100 gigabytes (GB) of data from an existing local computer
to a new Lenovo Supported Product. Data Migration is delivered during and in coordination with a new Lenovo Supported
Product installation.
K.4. General Terms for Easy Deploy Services
a) Easy Deploy Services are available only to registered SMB customers. Customer will be granted access to the
Lenovo Service Connect Self-Service Portal. Customer responsibilities and instructions for activation of Easy Deploy
Services are provided at serviceconnect.lenovo.com.
b) All systems in an order will be scheduled together as part of a singular Service event.
c) Microsoft Office application installation must be delivered in conjunction with Onsite Installation services and any
unused application installation cannot be credited, refunded or transferred.
d) Onsite Installation coverage is limited to locations which are easily accessible by vehicle and without use of special
tools or equipment.
e) Where Services require onsite performance, Customer will provide free, safe access to Customer’s facilities and
products, including ample working space, and electricity.
f) New Lenovo Supported Products are located within the building in which they are to be installed.
g) Customer caused delays which prevent the performance of Easy Deploy Services may result in additional
costs and charges which Customer agrees to pay.
h) Lenovo shall not be liable for any loss of data resulting from data migration.
i) Customer shall defend, indemnify and hold Lenovo harmless on demand from any third-party claim or action arising out of:
(a) Customer’s failure to obtain the appropriate license, intellectual property rights, or any other permissions,
regulatory certifications or approvals associated with any third party products, including software, directed or
requested by Customer to be installed or integrated with a Lenovo product as part of the Services; or (b) any
inaccurate representations regarding the existence of any export license or any allegation made against Lenovo due
to Customer’s violation or alleged violations of applicable export laws, regulations and orders.
j) Once an Easy Deploy Service has been scheduled, any changes to the schedule must occur at least five (5) business
days prior to the scheduled deployment date. Customer reschedule requests earlier than five (5) business days may be
subject to a rescheduling fee that Customer agrees to pay.
k) Customer will need to provide an administrator ID to the deployment technician for the purpose of data migration,
image load, and/or application load.
l) Installation of Microsoft office and Email setup will be performed only on currently supported Microsoft office product.
m) Email client will be connected to O365 (web version) or a local Microsoft exchange server at the Customer’s premises.
n) Customer will be responsible to validate, and if needed provide technical support for any image load, application
load, or Email client setup performed by the on-site technician.
L. Lenovo Integrated Solutions Support
L.1. This Service provides access to advanced–level Integrated Solution Support (“LISS”) technicians and a single, designated
point of contact for all of your Lenovo Integrated Solutions. For the purpose of this Service, Lenovo Integrated Solutions means
a solution offered by Lenovo which may be composed of a combination of Lenovo and non-Lenovo products (e.g. hardware,
software and services). When you contact a Lenovo Integrated Solution Support 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. The LISS technician will determine whether the
issue is hardware, software or connectivity related and will assist you to resolve it as follows:
L.2. Hardware provided in the Lenovo Integrated Solution

A. For problems with Lenovo branded hardware products covered by the Lenovo Limited Warranty and within the
applicable warranty period that cannot be resolved via telephone, repair services or product replacement, at Lenovo’s
discretion, will be arranged by the LISS technician, according to the applicable warranty service for the product. If the
Lenovo Limited Warranty period has expired for the Lenovo branded hardware product, Lenovo will conduct
diagnostics and provide a quote for Customer’s acceptance prior to any repairs.

B. When the problem with your Lenovo Integrated Solution is caused by third-party branded hardware, Lenovo will
engage the manufacturer of such hardware and coordinate the repair or replacement of the defective product in
accordance with the third-party manufacturer’s warranty service terms or out of warranty service process.
L.3. Software provided in the Lenovo Integrated Solution

A. The Lenovo Integrated Solution Support Service for Lenovo Software are subject to the terms of your software license
agreement with Lenovo.
B. Lenovo will provide direct telephone support for installation and basic usage problems for third-party branded software
included by Lenovo in your Lenovo Integrated Solution. Lenovo will contact the third-party software supplier, open a
service ticket, and facilitate a call to the software supplier request on your behalf.
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 only
available to commercial customers.
7 Lenovo Business Partners

Lenovo may contract with suppliers and resellers (“Business Partners”) to promote, market, and support certain Services; however,
Business Partners are independent and separate from Lenovo. Lenovo is not responsible for the actions or statements of Business
Partners, obligations that they may have to you or any products or services that they supply to you under their agreements. When
you purchase Service from a Business Partner, the Business Partner establishes the charges and terms for the Service.
8 Purchase of Service from Lenovo

Payment must be received by Lenovo or a Lenovo reseller in advance of any Service. Except for credit card and debit card transactions,
amounts are due upon receipt of invoice. You agree to pay as specified in the invoice, including any late payment fee. You are
responsible for any taxes resulting from your purchases under this Agreement. If the Service is not registered with Lenovo, you will be
required to provide proof of purchase as evidence of your entitlement to a Service.
9 Lenovo Return/ Cancellation Policy

Unless a Service has been used or registered, you may cancel a Service within thirty (30) days of the purchase date and obtain a
refund or credit. In order to qualify for a refund or credit, you must notify Lenovo or your seller in writing within thirty (30) days of the
purchase date. A copy of your invoice must accompany the request.
10 Withdrawal of Service
Lenovo may withdraw part or all of any Services specified herein on one (1) months' notice to you. If Lenovo withdraws a Service for
which you have paid in full and Lenovo has not yet fully provided it to you, then, if purchased directly from Lenovo, Lenovo will give
you a prorated refund. You must contact your Lenovo Business Partner for a refund for any Services purchased from them.
11 Warranty of Services
Lenovo warrants that the Services will be performed using reasonable care and skill in accordance with the description of the tasks
specified in this Agreement for the applicable Lenovo Service. You agree to provide timely written notice of any failure to comply with
this warranty
TO THE EXTENT PERMITTED UNDER APPLICABLE LAW, THIS WARRANTY IS YOUR EXCLUSIVE WARRANTY AND
REPLACES ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE
IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND ANY
WARRANTY OR CONDITION OF NON-INFRINGEMENT. ALL SOFTWARE, AND THIRD PARTY PRODUCTS ARE PROVIDED
“AS IS”, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND. THIRD PARTY MANUFACTURERS, SUPPLIERS,
LICENSORS OR PUBLISHERS MAY PROVIDE THEIR OWN WARRANTIES TO YOU. SOME STATES OR JURISDICTIONS DO
NOT ALLOW LIMITATIONS ON THE DURATION OF AN IMPLIED WARRANTY, SO THE ABOVE LIMITATION MAY NOT APPLY
TO YOU.
Lenovo does not warrant uninterrupted or error-free operation of a Service or that Lenovo will correct all defects.
12 Limitation of Liability
Circumstances may arise where, because of a default on Lenovo’s part or other liability, you are entitled to recover damages from
Lenovo Regardless of the basis on which you are entitled to claim damages from Lenovo (including fundamental breach, negligence,
misrepresentation, or other contract or tort claim), Lenovo’s entire liability for all claims in the aggregate arising from or related to
each Service or otherwise arising under this Agreement will not exceed the amount of any actual direct damages up to the charges
for the Service that is the subject of the claim. This limit also applies to any of Lenovo’s subcontractors or resellers. It is the
maximum for which Lenovo, its resellers and subcontractors are collectively responsible. The following amounts are not subject to a
cap on the amount of damages: a) damages for bodily injury (including death); b) damage to real property; and c) damage to
tangible personal property for which Lenovo is solely and legally liable.
Except as expressly required by law without the possibility of contractual waiver, under no circumstances shall Lenovo, its resellers
or its subcontractors, be liable for any of the following even if informed of their possibility:
a) loss of, or damage to, data;
b) special, incidental, exemplary, or indirect damages or for any economic consequential damages; or

c) lost profits, business, revenue, goodwill, or anticipated savings.
AS SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR

CONSEQUENTIAL DAMAGES, THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
13 General
A. Lenovo reserves the right to subcontract Services, or any part of them, to subcontractors selected by Lenovo.
B. When a Service involves the replacement of a product or part, the replaced product or part becomes Lenovo’s property and
the replacement product or part becomes your property.
C. Only unaltered Lenovo products and parts are eligible for replacement. The replacement product or part provided by
Lenovo will be in good working order and functionally equivalent to the original product or part. The replacement product or
part may not be new. Except to the extent permitted by law, the replacement product or part shall be warranted for the
balance of the period remaining on the original product.
D. Products and parts presented for repair may be replaced by refurbished products or parts of the same type rather than
being repaired. Products and parts that are repaired may be repaired using refurbished parts. Product repair may result in
loss of data, if the product to be repaired is capable of retaining user-generated data. . In no event shall Lenovo be
responsible for loss of data or information on a product or any parts thereof to which Lenovo may be provided access in the
course of Services to be provided hereunder.
E. To the extent applicable to this transaction, each of us is responsible for the supervision, direction, control, and
compensation of our respective personnel.
F. Each of us may communicate with the other by electronic means and such communication is acceptable as a signed writing
to the extent permissible under applicable law. An identification code (called a “user ID”) contained in an electronic
document is legally sufficient to verify the sender’s identity and the document’s authenticity.
G. Each of us is free to enter into similar agreements with others.
H. Each of us grants the other only the license and rights specified in any applicable license agreements. No other licenses or
rights (including licenses or rights under patents) are granted either directly, by implication, or otherwise.
I. You agree not to resell the Service. Any attempt to do so is void unless agreed in writing by Lenovo.
J. You are responsible for selecting the Services that meet your needs and for the results obtained from the use of the
Services.
K. Neither of us will bring a legal action, regardless of form, arising out of or related to this Agreement or the transaction under
it more than two years after the cause of action arose unless otherwise required by applicable local law. After such time
limit, any legal action arising out of this Agreement or the transaction under it and all respective rights related to any such
action shall lapse, unless otherwise required by applicable law without the possibility of contractual waiver or limitation.
L. Neither of us is responsible for failure to fulfil any obligations due to causes beyond its control.
M. Neither of us grants the other the right to use its trademarks, trade names, or other designations in any promotion or
publication without prior written consent.
N. In the event that any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions of this
Agreement remain in full force and effect.
O. Lenovo’s obligation to provide Service is conditional upon your completion of the Registration and/or Activation process.
P. Lenovo and its affiliates, Business Partners, resellers and subcontractors may process, store and use information about
your transaction and your contact information, including name, phone numbers, address, and e-mail addresses, to process
and fulfill your transaction anywhere they do business. We may also contact you to notify you about any product recall,
safety issue or service actions. Where permissible under local law, we may use this information to inquire about your
satisfaction with our products or services or to provide you with information about other products and services. You may
opt-out of receiving any further such communications from us at any time. In accomplishing these purposes, we may
transfer your information to any country where we do business; we may provide it to entities acting on our behalf; or we may
disclose it where required by law. We will not; however, sell or otherwise transfer personally identifiable information
received from you to any third parties for their own direct marketing use without your consent.
Q. Each of us will comply with any laws and regulations that are applicable to this Agreement.
R. Customer may not assign this Agreement, in whole or in part, without the prior written consent of Lenovo. Any attempt to do
so is void. Neither of us will unreasonably withhold such consent. The assignment of this Agreement by either of us to an
affiliate or to our successor organization by merger or acquisition does not require the consent of the other. Lenovo may
also assign its rights to payments under this Agreement without your consent.
S. Any terms which by their nature extend beyond the termination of this Agreement remain in effect until fulfilled and shall
apply to our respective successors and assigns.
T. Each of us hereby waives our right to a jury trial in any action arising under or related to this Agreement. The United
Nations Convention on Contracts for the International Sale of Goods shall not apply. Nothing in this Agreement affects any
statutory rights of consumers that cannot be waived or limited by contract.
14 Geographic Scope and Governing Law

The rights, duties, and obligations of each party are valid only in the country of purchase except that all licenses are valid in
accordance with their terms. Unless otherwise expressly stated, the laws of the country in which you purchased the Service govern
this Agreement.

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PART 2 - COUNTRY SPECIFIC TERMS
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ATTACHMENT – (APAC REGIONS) – English Language
Section H. Priority Commit is added to 6.3

F. Priority Commit
Lenovo will provide you with access to Priority Commit Contact Center. (Operating hour vary between region/country)
Lenovo will use commercially reasonable efforts to ensure the Priority Commit Contact Center is responsive to your calls.
H.1 Priority Commit Contact Center will facilitate:

a) remote troubleshooting and diagnostic assistance (including possibly connecting to your system or Products over a secure
internet connection);
b) Software Support for Applications Preloaded by Lenovo;
c) information regarding your warranty incident case management to help track, progress and close;
d) validation of your Product serial number and Service entitlements;
e) determine whether your issue is a warranty Incident; and
f) determine whether your warranty Incident can be resolved via one of the following (at Lenovo’s discretion):
g) SBD/NBD On-site Response;
h) remotely;
F.2 Warranty Incident Resolution – SBD/NBD Onsite Response for Priority Commit
Post completion of Priority Commit Contact Center troubleshooting, if required (as determined by Lenovo), Lenovo will provide
SBD/On-site Service NBD/SBD to your registered location to address your warranty Incident.
SBD Onsite Labor for Priority Commit: is available for remote locations that are reachable by public transportation
(excludes off-shore islands), or other areas as may be approved by Lenovo - provided Priority Commit Contact Center
phone based troubleshooting has been completed before 2pm (local time in your registered location), a service provider
technician will be dispatched to arrive at your location on the same business day. This Service is available during normal
business hours, Monday through Friday, excluding public holidays. Support calls received by the Contact center after
2:00pm local time will require an additional day to dispatch a service provider technician. This Service is subject to
availability of service parts. 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. Some repairs
may need to be completed at a service center. If so, the service provider will send the product to the service center at its
expense and return the repaired or replacement product to you at its expense.
On-site Service NBD for Priority Commit: is available for remote locations that are reachable by public transportation
(excludes off-shore islands), or other areas as may be approved by Lenovo - provided Priority Commit Contact Center phone
based troubleshooting has been completed before 3pm (local time in your registered location), a service provider 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 Contact center after 3:00pm local time will require
an additional day to dispatch a service provider technician. This Service is subject to availability of service parts. 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. Some repairs may need to be completed at a service
center. If so, the service provider will send the product to the service center at its expense and return the repaired or
replacement product to you at its expense.
a) is available only on selected models of Lenovo Products ;

b) will be provided between Monday to Friday, 9am – 6pm (local time in your registered location), excluding Saturday,
Sunday and public holidays. Arrival times will depend on your registered location and tour prompt response to Lenovo’s
request for confirmation of arrival time;
c) does not guarantee the resolution of a warranty Incident, nor the resolution of the warranty Incident within a given period
of time;
d) requires that, where you are not available at your registered location. At Lenovo’s discretion you may be charged an
additional charge for any required follow-up visits.
F3. Warranty Incident Resolution – Remote for Priority Commit

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

F.4 Parts Prioritization for Priority Commit
You will receive prioritization of Parts allocation for your warranty incidents.
F.5 Software Support for Applications Preloaded by Lenovo for Priority Commit
Software Support includes Lenovo providing assistance on Applications Preloaded by Factory, pursuant to the following:
a) providing operating system and Setup Assistance associated with associated with the OEM Support Software (Note - Setup
Assistance only includes: support of OEM Support Software; basic/how-to questions; feature definition questions; and OEM
available fix/patches assistance and implementation);
b) it is a pre-condition to this service that You must have all necessary license and support agreements in place with the OEM;
c) Lenovo excludes any and all responsibility or liability for the performance of the OEM’s software, products or services; and
d) Lenovo does not warrant that any issue will be resolved; and
e) You understand and agree that resolutions may not be available. You accept that where no resolution is available – or where
the resolution is unacceptable to you – that Lenovo’s obligation to provide collaborative support is still fulfilled.
HONG KONG
6.2.D.8 On-Site Service – 4-hour Response (Business Hours)
The following is added to this Section:
This Service is subject to availability of service parts and support call received before 2pm.
13. General
Subject to the rights provided to Lenovo’s affiliates as provided elsewhere in this Agreement, a person who is not a party to this
Agreement shall have no right under the Contracts (Right of Third Parties) Ordinance (Cap. 623) to enforce any of its terms.
TAIWAN
6.2.D.8 On-Site Service – 4-hour Response (Business Hours): On-Site Service
This Service is subject to availability of service parts and support call received before 2pm.
13. General
You declare that you have been provided with the statutory review period and informed of the subsequent registration and
activation upon the purchase of a service and have reviewed the terms and conditions of the Agreement.
INDIA
6.2.A Warranty Extension
Warranty Period for all Lenovo batteries, stylus, and digitizer pens shipped along with notebook or tablet products is limited to
12 months. Any Extended Warranty which is purchased for notebook and tablet unit will not apply to aforesaid products unless
otherwise specified. This means that Lenovo will provide warranty service without charge for batteries, stylus, and digitizer pens
during the 12 months of the warranty period. Any subsequent repair or replacement thereafter will be on chargeable basis.
Warranty Period for external keyboard and external mice shipped along with Idea and Lenovo branded desktop and All-in-One
(excluding Think branded products) is limited to 12 months. Any Extended Warranty which is purchased for Idea and Lenovo
branded desktop and All-in-One units will not apply to aforesaid products unless otherwise specified. This means that Lenovo
will provide warranty service without charge for keyboard and mice during the first 12 months of the warranty period. Any
subsequent repair or replacement thereafter will be on chargeable basis.
Warranty service may not be available in all locations and may differ from location to location.
For accessories, be sure to retain your proof of purchase and packing material. They might be required to receive warranty service
from the Lenovo Authorized Service Partner.

6.3.C Accidental Damage Protection (“ADP”)
The following shall be added to this Section:
The following section is applicable for Idea and Lenovo Branded Notebook and Tablet products (Excluding Think
Branded Products)
Limitation of Claims: This agreement entitles you to avail a maximum of one accidental repair claim per Service policy year.
Policy Period starts from the date of notebook or tablet purchase as reflected in your invoice. If your notebook or tablet Product
is repaired under this Agreement during a policy year, your Product is not eligible for another repair of same or a different issue
under this Agreement during the same policy year. Single replacement will be done with a configured system which is
comparable to the configured system in the Product, during the lifecycle of the Product under this Service only if system is
beyond economic repair. If system is replaced, you will have the option to purchase new Service coverage for that system, if
desired. The coverage for the original machine ceases when a replacement is provided.
Please refer to the detailed Accidental Damage Protection policy for India available on the website www.support.lenovo.com/in/en
The following shall replace Subsection (i), (ii) and (iii) of “This Service does not cover the following:” (e) in their entirety:
i. Damage from abuse, misuse, unauthorized modification, unsuitable physical or operating environments, tampering,
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 damage caused by animals, including all types of pets and/or pests, such as but not limited to licking, biting,
chewing and scratching; or
iii. Theft, loss or damage due to road accident, fire, rain, flood, or natural disaster, war, terrorism or acts of God.
13. General
The following replaces Section 13(K) in its entirety:
Neither of us will bring a legal action, regardless of form, arising out of or related to this Agreement or the transaction under it
more than two years after the cause of action arose, unless otherwise required by applicable law. After such time limit, any legal
action arising out of this Agreement or the transaction under it and all respective rights related to any such action shall lapse,
unless otherwise required by applicable law without the possibility of contractual waiver or limitation.
14. Geographic Scope and Governing Law

The following replaces this Section in its entirety:
This Agreement shall be governed by and interpreted in accordance with the laws of India, without regard to its or any other
jurisdiction’s conflicts of laws principles. All claims or disputes arising out of or in connection with this Agreement shall be heard
exclusively by a court located in Bangalore, Karnataka.
INDONESIA
13. General
(i) The parties hereby waive the provisions of Article 1266 of the Indonesian Civil Code to the extent such provision requires a
court pronouncement for unilateral termination of this Agreement.
(ii) All notices, requests, reports or other communications shall be made in English language.
(a) In the event of any inconsistency or different interpretation between the Indonesian language version and the English
language version, the Indonesian language version is deemed to be automatically amended (with effect from the date of the
execution of the English language version) to make the relevant part of the Indonesian language version consistent with the
relevant part of the English language version
(b) Each party (i) acknowledges that, with its agreement, this Agreement has been predominantly negotiated in the English
language; (ii) represents that it has read and fully understands the contents and consequences of this Agreement; (iii)
represents that it has made and entered into this Agreement freely and without duress and (iv) represents that it has received
independent legal advice with regard to this Agreement.
This Agreement shall be governed by and interpreted in accordance with the laws of the Republic of Indonesia, without regard to
its or any other jurisdiction’s conflicts of laws principles. All claims or disputes arising out of or in connection with this Agreement
shall be heard exclusively by and in accordance with arbitration rules of the Indonesian National Board of Arbitration ("BANI")
("Rules"). To that end, each party irrevocably consents to the exclusive jurisdiction of, and venue in, such arbitration, and waives

any: (i) objection it may have to any proceedings brought in any such arbitration, (ii) claim that the proceedings have been brought
in an inconvenient forum, and (iii) right to object (with respect to such proceedings) that such arbitration does not have jurisdiction
over such party. Without limiting the generality of the forgoing, each party specifically and irrevocably consents to personal and
subject matter jurisdiction for such claims or disputes in BANI, and to the service of process in connection with any such claim or
dispute by the mailing thereof by registered or certified mail, postage prepaid such party, at the address set forth in, or designated
pursuant to, this Agreement. To the fullest extent permitted by law, each party hereby expressly waives (on behalf of itself and on
behalf of any person or entity claiming through such party) any right to a trial by jury in any action, suit, proceeding, or counterclaim
of any kind arising out of or in any manner connected with this Agreement or the subject matter hereof. The arbitration must be
conducted in Jakarta at the facilities of BANI by three arbitrators appointed in accordance with the Rules. Any notice of arbitration,
response or other communication given to or by a party to the arbitration will be given and deemed to have been received as
provided in the Rules. The costs of the arbitration will be determined and paid by the parties to the arbitration as provided in the
Rules. Each party hereby renounces any right it may otherwise have to appeal or seek relief from the award or any decision of
the arbitrators contained therein and agrees that, in accordance with Article 60 of Law No. 30 of 1999 of the Republic of Indonesia
on Arbitration and Alternative Dispute Resolution ("Arbitration Law"), no party shall appeal to any court from the award or decision
of the arbitrators contained therein.
MALAYSIA
13. General
You may make inquiries or complaints, and access or correct such information or limit the processing of personal data by
contacting the Data Privacy Officer via telephone at +603 7710 9012 or via e-mail at [email protected]. Note that it will be
necessary for Lenovo of which it is a part to process such information in connection with this Agreement and the products or
Services, without which Lenovo will not be able to carry out its performance of this Agreement. You represent and warrant that
the consent of individuals whose information you have disclosed to Lenovo of which it is a part have been sufficiently obtained to
allow Lenovo of which it is a part to process the same for purposes relating to this Agreement and the products or Services.
AUSTRALIA
6.3.E. Premier Support
Lenovo and Third-Party Software Support. Lenovo will provide direct telephone support for installation and basic usage
problems for core software applications on the supported core software list found at www.lenovo.com/prioritysupport. If Lenovo
determines the performance of your product is related to a third-party software application on the collaborative support software
list found at www.lenovo.com/prioritysupport, Lenovo will recommend you contact the third party software supplier and provide a
contact number if possible. The service provided by Lenovo under this section is limited to as described above. To the extent
permitted by law, Lenovo is not responsible for third-party software or the acts or omissions of any software supplier.
11. Warranty of Services

Lenovo warrants that the Services will be performed using reasonable care and skill in accordance with the description of the
tasks specified in this Agreement for the applicable Lenovo Service. You agree to provide timely written notice of any failure to
comply with this warranty
THE BENEFITS GIVEN BY THIS AGREEMENT ARE IN ADDITION TO YOUR RIGHTS AND REMEDIES AT LAW, INCLUDING
THOSE UNDER THE AUSTRALIAN CONSUMER LAW. NOTHING IN THIS AGREEMENT AFFECTS STATUTORY RIGHTS
OR RIGHTS AT LAW, INCLUDING RIGHTS THAT CANNOT BE WAIVED OR LIMITED BY CONTRACT.
We are required by the Australian Consumer Law to include the following statement:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures
with the service, you are entitled:
 to cancel your service contract with us; and
 to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does
not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled
to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled
to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
12. Limitation of Liability


To the extent permitted by law, Lenovo is responsible for loss or damage to your product only while it is in the Service Provider's
possession or in transit (where the Service Provider is responsible for the transportation).
To the extent permitted by law, neither Lenovo nor the Service Provider is responsible for loss or disclosure of any data, including
confidential information, proprietary information, or personal information, contained in a product.
TO THE EXTENT PERMITTED BY LAW, UNDER NO CIRCUMSTANCES SHALL LENOVO, ITS AFFILIATES, SUPPLIERS,
RESELLERS, OR SERVICE PROVIDERS BE LIABLE FOR ANY OF THE FOLLOWING EVEN IF INFORMED OF THEIR
POSSIBILITY AND REGARDLESS OF WHETHER THE CLAIM IS BASED IN CONTRACT, WARRANTY, NEGLIGENCE,
STRICT LIABILITY OR OTHER THEORY OF LIABILITY: 1) THIRD PARTY CLAIMS AGAINST YOU FOR DAMAGES; 2) LOSS,
DAMAGE OR DISCLOSURE OF YOUR DATA; 3) SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT OR CONSEQUENTIAL
DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, BUSINESS REVENUE, GOODWILL OR ANTICIPATED
SAVINGS. IN NO CASE SHALL THE TOTAL LIABILITY OF LENOVO, ITS AFFILIATES, SUPPLIERS, RESELLERS OR
SERVICE PROVIDERS FOR DAMAGES FROM ANY CAUSE EXCEED THE AMOUNT OF ACTUAL DIRECT DAMAGES, NOT
TO EXCEED THE AMOUNT PAID FOR THE PRODUCT.
THE FOREGOING LIMITATIONS DO NOT APPLY TO DAMAGES FOR BODILY INJURY (INCLUDING DEATH), DAMAGE TO
REAL PROPERTY OR DAMAGE TO TANGIBLE PERSONAL PROPERTY FOR WHICH LENOVO IS LIABLE UNDER LAW.
13. General
Use of Personal Contact Information. If you obtain service under this agreement, your contact information, including name,
phone numbers, address, and e-mail address may be collected by Lenovo from you directly or from our authorized service
providers and used in connection with performing services. We may also contact you to inquire about your satisfaction with our
service or to notify you about any product recalls or safety issues. In accomplishing these purposes, we may provide your
information to a third party or related entity we use to support us in providing the service. These third parties and related entities
may be located outside Australia. The relevant countries change from time to time (eg, as we change our third party support
arrangements) and it is not practicable to list those countries here. We require all parties to whom we disclose your contact
information to only use that information for the purpose of supporting us to provide the service and to take appropriate steps to
protect your contact information from unauthorized use or disclosure. We may also disclose your contact information where
required or permitted by law. Lenovo’s privacy policy is available at http://www.lenovo.com/privacy/au/en/. Our policy contains
details about our process for managing any queries or complaints regarding handling personal information.
Lenovo will be unable to provide its services if you refuse to provide your information or do not wish us to provide your information
to parties we use to provide the service. You have the right to access your personal contact information and request correction of
any errors in it pursuant to the Privacy Act 1988 by contacting Lenovo.
NEW ZEALAND
11. Warranty of Services
The warranty specified in this section is in addition to any rights Customer may have under the Consumer Guarantees Act 1993
or other legislation which cannot be excluded or limited. The Consumer Guarantees Act 1993 will not apply in respect of any
goods or services which Lenovo provides, if Customer require the goods or services for the purposes of a business as defined in
that Act.
12. Limitation of Liability
Where Products or Services are not acquired for the purposes of a business as defined in the Consumer Guarantees Act 1993,
the limitations in this section are subject to the limitations in that Act.
13. General
Use of Personal Information. Lenovo will not be able to perform our service under this warranty if you refuse to provide your
information or do not wish us to transfer your information to our agent or contractor. You have the right to access your personal
information and request correction of any errors in it pursuant to the Privacy Act 1993 by contacting Lenovo (Australia & New
Zealand) Pty Limited ABN 70 112 394 411. Address: Level 4, 12 Help Street, Chatswood NSW 2057. Telephone: +61 2 8003
8200. Email:[email protected]

AUSTRALIA AND NEW ZEALAND
6.3 Other Services Offerings

G.2 ISE Accidental Damage Protection

Australia & New Zealand is excluded from ISE Accidental Damage Protection (because ADP is not available in Australia.& New
Zealand. For a similar service, please refer to Lenovo Accidental Damage Protection Insurance as below.)
K. Lenovo Accidental Damage Protection Insurance

Lenovo Accidental Damage Protection Insurance is available in Australia and New Zealand. Below is a product disclosure
statement required by law and prepared on 5 November 2014. Capitalized terms below have the same meaning as the ones
defined in the applicable separate insurance policy. Please contact Lenovo representative for the applicable insurance policy
before you purchase this Service.
PURPOSE
The purpose of this PDS is to give You the information You require to make an informed decision about whether or not to
purchase the Lenovo Accidental Damage Protection Insurance. To assist You in understanding the Cover provided by the
Policy, this PDS details the significant features of the Policy, including the Policy’s benefits, risks and information about how the
insurance premium is calculated. The information is general and does not take account of Your individual needs.
This PDS in addition to the Policy Schedule, forms Your contract of insurance with Us. Provided You have paid the premium,
We will insure You during the Period of Cover subject to the terms and conditions set out in this PDS. Before deciding to
purchase this Policy, You should read this PDS carefully to understand the extent of Cover provided by this Policy and its
limitations.
Capitalised terms and expressions used in this PDS have the meanings given to them at the beginning of the Policy Wording in
Section 2.
K.1 WHO IS THE INSURER?

This insurance Policy is underwritten and issued by Virginia Surety Company, Inc. (ARBN 080 339 957) (VSC) of Level 2, 693
Burke Road, Camberwell VIC 3124. In this PDS, the Insurer is called ‘We’, ‘Us’ or ‘Our’. We hold an Australian Financial
Services Licence (number 245579). You can contact Us:
 by phone on 1300 654 665
 by writing to Us at PO Box 246, Balwyn VIC 3103
 by emailing Us at [email protected]
Lenovo (Australia & New Zealand) Pty Ltd (ABN 70 112 394 411) (Lenovo) arranges for the issuance of the Policy and performs
repair functions on Our behalf. Lenovo acts as an authorised representative for us. In effecting this insurance Policy, the selling
agent is acting as Our agent, and not as Your agent. The selling agent will receive payment for effecting this Policy on Our
behalf, please refer to the Financial Services Guide for details.
The Warranty Group Australasia Pty Ltd (The Warranty Group) (ABN 37 005 004 446) performs claims and administrative Policy
functions on Our behalf.
K.2 ELIGIBILITY
Please Note: Lenovo Accidental Damage Protection Insurance is only available when purchased with the following Lenovo
Products: notebooks, tablet device, mobile workstation, desktop or fixed workstation from Lenovo or an approved Lenovo
reseller.
Cover will need to be purchased for each Product You wish to protect.
When Lenovo Accidental Damage Protection Insurance is purchased for a Lenovo Product, the Original Purchase Price of the
individual Lenovo Product must not exceed $7,500.
K.3 FEATURES AND BENEFITS OF THE POLICY

The Policy is an insurance policy with the following significant features and benefits:
A. Accidental Damage Protection
If the insured Product suffers Accidental Damage, during the Period of Cover, We will repair or replace the Product subject to
the applicable Excess, Policy terms and conditions. The decision to repair or replace the unit lies solely with Us and Lenovo.
If the Product is repaired it may be repaired with new or used parts. Any replaced parts will have the same functionality as the
original part/s. If Lenovo decides that the Product needs to be Document ID: LENO AD AUS 1014/003 Page 6 of 13 replaced,
then We will provide a Replacement Product that may be new or reconditioned. The Replacement Product will have the same
functionality as the original Product.
The Policy provides for a maximum of two repair claims and one replacement claim per Policy year.
B. PERIOD OF COVER
You are able to select the length of time You wish to protect Your Product from Accidental Damage. The Cover periods
available to You are; one, two, three or four years.

C. PRODUCTS INCLUDED / COMPONENTS EXCLUDED
This Cover is for hardware only. Accidental Damage Protection does not cover any damage (including without limitation virus-
inflicted damage) to software preloaded on, purchased with or otherwise loaded on the Product.
The Policy does not cover externally-attached devices, components, cases, television monitor, wall mounts or wiring
classified as ‘accessories’ or ‘consumables’ and not built in or on the base unit, such as light bulbs, memory disks or disk,
wire connections, AC adapters, carry cases or folios, stylus or digitizer pens, cradles, docking stations, port replicators,
external keyboards, printers, scanners, external drives, software, tapes, CDs, DVDs, film or other media, external modems,
external speakers, monitors, external mice, input/output devices, ceiling mount kit, disposable memory devices, or any other
components not internal to the Product, or other parts/components requiring regular maintenance.
Accidental Damage Protection does not cover any software.
Only parts built in or on the base unit, including parts or accessories that are required for regular operation of the unit and
shipped at point of sale, such as internal central processing unit, integrated hard disk drive, integrated optical drive, integrated
keyboard, integrated pointing devices, integrated LCD screen, replaceable sealed batteries, internal components/switches,
built-in buttons, card reader slot shipped with Your Insured Product are Covered.
In the event of a system or part replacement which may require access to an optical device and the customer has opted out
of an optical device, We reserves the right to decline service until the customer grants Lenovo access to an optical device to
enable support and serviceability.
D. SIGNIFICANT RISKS
You should be aware of the following risks associated with the Policy:
Disclosure Obligations: Failure to comply with disclosure obligations may have consequences in relation to the Cover
being provided or may affect a claim being paid. These consequences are outlined under ‘Your Duty of Disclosure’ in the
Policy Wording.
Policy Coverage: Our liability under this Policy is excluded in certain circumstances and We will not be liable for any
claim if the following occurs:
 Fraud;
 Non-Disclosure;
 Non payment of premium; or
 Non payment of Excess.
Please Note: The above list is not intended to be all inclusive, rather an indication.
Variation to Your Cover: It is important that You notify Us of any change to Your circumstances, including if You change Your
address.
We reserve the right to obtain Our own assessment and valuation report in the event of any claim. Document ID: LENO AD AUS
1014/003 Page 7 of 13
WHAT IS THE COST?
The premium payable for Your insurance Policy will be shown on Your Policy Schedule. In setting premiums, a number of
factors are taken into consideration. These factors may include:
 term chosen;
 the level of Excess;
 the Repair Method; and
 the Original Purchase Price of the insured Product.
In the event that the premium is not received in full, within 30 days from the date of purchase, all cover will cease.
For further details please refer to the Cancellation section of the Product Disclosure Statement.
The premium will be calculated and provided to You at the time of purchase and will be detailed in the Policy Schedule. You
may also be required to pay one-off fees in the following circumstances:
 a Cancellation Fee on cancellation of the Policy;
 a Policy transfer fee; and
 an Excess on an accepted claim.
E. COOLING OFF PERIOD
We understand that all customer needs are different. Accordingly as part of this Policy We offer a 14 day cooling off period
from when receiving the Policy Schedule. If You should decide for any reason whatsoever that this Policy does not suit Your
individual needs, You may cancel this Policy and receive a full refund as long as no claims have been lodged.
To cancel the Policy within the cooling off period and receive a full refund, please advise Us of Your request in writing:
by mail: Virginia Surety Company, Inc.
ADP Policy Admin
PO Box 246
Balwyn VIC 3103
by email: [email protected]
To cancel Your Policy at other times, please refer to the ‘Cancellation’ section in the Policy Wording.
F. DISPUTE RESOLUTION
Should You have a concern relating to any area of Our business or Your Policy You may request that it be dealt with by the
supervisor or manager directly responsible for that area. If Your complaint is not resolved by the supervisor or manager, Your

complaint may then be referred to Our Internal Dispute Resolution Panel. You can contact Our Internal Dispute Resolution
Panel:
 by emailing us at [email protected]; or
 by phone on 1300 654 611
We will respond to Your complaint in writing provided We have all the necessary information. If You are not satisfied with the
outcome and the matter is not related to use of Your personal information, You may refer the matter to the Financial
Ombudsman Service (FOS). The FOS may be contacted:
 by phone on 1300 780 808 (local call fee applies);
 by fax on (03) 9613 6399;
 by writing to GPO Box 3, Melbourne VIC 3001;
 by emailing them at [email protected]
 on the web http://www.fos.org.au
Document ID: LENO AD AUS 1014/003 Page 8 of 13
The FOS provides an independent service which will investigate Your complaint and provide a ruling at no cost to You.
THE GENERAL INSURANCE CODE OF PRACTICE Virginia Surety Company, Inc. adheres to the General Insurance Code of
Practice (Code). The Code was developed with the objective of raising the standards of service and practices in the insurance
industry to a level that seeks to achieve total customer satisfaction. The Code aims to improve the quality of policy
documentation and information provided to consumers; employee and agent training; claims handling and dispute resolution.
Please contact Us if You would like to obtain Our brochure on the Code.
YOUR PRIVACY Virginia Surety Company, Inc. is bound by the Australian Privacy Act 1988. In order for Us to provide You with
Insurance We need to collect certain personal information about You. We collect personal information from You and Our
business partners and service providers in connection with the Insurance. Collection of Your personal information from Our
business partners and service providers usually occurs at the point of sale of the Insurance. If You do not provide Us with this
information Your application may not be processed or, We may not be able to administer claims or handle inquiries in
connection with the Insurance. The purposes for which We collect Your personal information are to provide the Insurance,
handle inquiries about the Insurance, for security checks to verify Your identity, to administer claims and related, secondary or
ancillary purposes. The personal information We collect may be disclosed to assessors, loss adjusters, and other service
providers who perform activities in connection with the purposes for which We collect, as well as companies within The
Warranty Group including Our companies in the UK, USA, Japan and New Zealand. In accordance with Our Privacy Policy You
have rights of access to, and correction of, Your personal information upon request. You also have the right to complain about
Our management of Your personal information, which is also detailed in Our Privacy Policy. If You would like a copy of Our
Privacy Policy, would like access to the information We have about You or wish to make a complaint, please contact Our
Privacy Officer on 1300 654 611 or visit http://virginiasurety.com.au/privacy-policy/. By applying for the Policy, You consent to
Us managing Your personal information in accordance with Our Privacy Policy.
FINANCIAL CLAIMS SCHEME If We become insolvent, this Policy may be protected under the Federal Government’s Financial
Claims Scheme administered by APRA. This means that if You meet certain eligibility criteria You may receive payment under
the scheme. For more information please see http://www.apra.gov.au or contact the APRA hotline on 1300 131 060.
SUBROGATION When We pay a claim under the Policy, We have the right to take over and enforce any right You may have to
recover the loss from another party. We may do this in Your name and You have an obligation to assist Us as required.
L. Premium Care Support
L.1 24/7 365 Days Customer Engagement Center

The Premium Care Customer Engagement Centre is available 24/7 (including holidays). Premium Care is not a standard/default
offering. It is an add on service - you have an option to purchase it at an added cost. It is available at additional charges on select
systems. It runs concurrently with the Lenovo Limited Warranty. Lenovo will use commercially reasonable efforts to ensure the
Premium Care Customer Engagement Centre is responsible for:
i. remote troubleshooting and diagnostic assistance (including possibly connecting to your system or products
over a secure internet connection);
ii. OEM Supported Software Support;
iii. information regarding your warranty incident case management to help track, progress and close;
iv. validation of your product serial number and Service entitlements;
v. 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); and
vi. On-site Service NBD (excluding tablets)
L.2 Warranty Incident Resolution – On-site Service

a) Post completion of Premium Care Customer Engagement Centre troubleshooting, if required (as determined by
Lenovo), Lenovo will provide On-site Service to your registered location to address your warranty incident.
b) On-site Service is available in United States, or other areas as may be approved by Lenovo - provided Premium
Care Customer Engagement Centre phone based troubleshooting has been completed before 4:00pm local time, a
service provider 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
Customer Engagement Center after 4:00pm local time will require an additional day (N2BD) to dispatch a service
provider technician. This Service is subject to availability of service parts. You must provide a suitable working area
for the disassembly and reassembly of the product. Some repairs may need to be completed at a service center. If
so, the service provider will send the product to the service center at its expense and return the repaired or
replacement product to you at its expense.
c) NBD On-site Services:
(i) are available only on selected models of Lenovo products;

(ii) will be provided between Monday to Friday, 9am – 4pm (local time in Your registered location), excluding
Saturday, Sunday and holidays. Arrival times will depend on your registered location and Your prompt response to
Lenovo’s request for confirmation of arrival time;
(iii) do not guarantee the resolution of a warranty incident, nor the resolution of the warranty Incident within a given
period of time; and
(iv) require that, where You are not available at Your registered location, the Lenovo service provider will leave
contact details to provide evidence of Lenovo’s visit. At Lenovo’s discretion You may be charged an additional
charge for any required follow-up visits.
L.3 Warranty Incident Resolution – Remote

Post completion of Premium Care Customer Engagement Centre troubleshooting, if required (as determined by Lenovo), Lenovo
will remotely attempt to address and resolve Your warranty incident.
L.4 OEM Supported Software Support

OEM Supported Software Support includes Lenovo providing a single point of contact and collaborative assistance to engage with
OEMs on OEM Supported Software concerns, pursuant to the following:
a) providing operating systems and setup assistance associated with the OEM Supported Software (Note – Setup Assistance
only includes: support of OEM Supported Software; basic/how-to questions; feature definition questions; and OEM available
fix/patches assistance and implementation);
b) Lenovo’s advance technical support agent acting as a single point of contact to facilitate communication between You and
the OEM;
c) Until your issue is identified, isolated and escalated to the OEM, Lenovo’s advance technical support agent will engage with
the OEM to register Your issue. Lenovo’s advance technical support agent will then monitor the issues and update on
status and proposed resolutions;
d) It is a pre-condition to this service that You must have all necessary license and support agreements in place with the OEM;
e) Lenovo excludes any and all responsibility or liability for the performance of the OEM’s software, products or services;
f) Lenovo does not warrant that any issue will be resolved; and
g) You understand and agree that resolutions may not be available from the OEM. You accept that where no resolution is
available – or where the resolution is unacceptable to you – that Lenovo’s obligation to provide collaborative support is still
fulfilled.
L.5 Comprehensive Software Support

Lenovo will use reasonable efforts to solve problems that You contact us about, but Lenovo cannot be responsible for providing
solutions that are either not available or are beyond Lenovo's reasonable knowledge, in particular, but not limited to, if Your
problem is linked to a non-Lenovo branded software bug. Lenovo shall not be held liable in any way for failure to provide support
for such non-Lenovo branded software.
a) Preloaded applications
(i) Windows® OS
(ii) Lenovo™ SHAREit
(iii) Lenovo OneKey™ Recovery
(iv) Lenovo REACHit
(v) Lenovo Companion
(vi) Lenovo Solution center
(vii) Lenovo Utility
(viii) Lenovo APP Explorer
(ix) Lenovo Photo Master
(x) Lenovo WRITEit (Pen)
(xi) Lenovo Onekey Recovery

b) 3rd Party Software (if license is available)
(i) Adobe® Acrobat® standard
(ii) Power DVD / Power 2 GO
(iii) Drop box (basics only)
(iv) McAfee Live Safe
(v) MS Office
(vi) Norton Anti-Virus
(vii) Norton – Internet Security
(viii) Skype
(ix) Intel 3D real sense (if pre-loaded by Lenovo)
(x) MS Office 365
L.6 Getting Started Assistance

Box to Boot support, device setup assistance over the phone
a) Software Installation:
(i) Install software
(ii) Setup internet browser
(iii) Configure email services
(iv) Install and configure anti-virus software on system
(v) Check to ensure your system is compatible with software to be installed
(vi) Perform necessary software updates to ensure your Lenovo installed software’s are current
(vii)Create desktop, start menu and quick launch bar shortcuts that will help you access the application quicker
b) Connect Lenovo Device to Network:

(i) Connect up to 4 devices to your wireless network. Devices may include systems, tablets, smart phones, game
consoles, printers or storage devices
(ii) Ensure your new devices are visible and accessible through the network
(iii) Configure network security settings and confirm ISP Internet connection
c) Other Helpful Actions:

(i) Lenovo product support and Warranty information
(ii) Help guide on Registration process
(iii) Hot Fix and patch assistance
(iv) Basic “How To” or feature definition questions
L.7 Annual System Health Check

An advance technical support agent will perform this service remotely over the phone.
a) Perform a step by step check with our proprietary tune-up tool

b) Optimize operating system settings and features to industry benchmarks
c) Calibrate memory management
d) Retrieve valuable hard drive free space
e) Optimize internet & browser settings
f) Schedule defragmentation and bad sector checks
g) Update critical Windows files and service packs and enable automatic updates to keep your system healthy
h) Leverage the unique features within each operating system version
Please note that the Annual System Health Check Service requires the use of third-party software. This Service is only available
to You if You have accepted the third party’s end user license agreement. Lenovo is not responsible for third-party software or
the acts or omissions of any third-party software supplier.
SINGAPORE / CAMBODIA / BRUNEI / LAOS / MYANMAR / PHILIPPINES / VIETNAM

13. General
(i) You agree that where you provide Personal Data to Lenovo, you agree that you comply with all applicable Data Protection
Requirements and you will ensure that any third party who has provided such information to you, complies with all applicable
Data Protection Requirements. In particular you agree not to transfer any Personal Data beyond the territory of Singapore without
Lenovo’s prior approval and shall respond to (and provide reasonable assistance to Lenovo in responding to) any request or
query by individuals whose Personal Data you have collected (where applicable), processed, used or disclosed, for information

as to their Personal Data or how it may have been used and/or for the correction of such Personal Data. Data Protection
Requirements shall mean the Personal Data Protection Act (Act 26 of 2012) and any regulations and/or guidelines implementing
or made pursuant to them and any similar law and regulations in the Territory. Personal Data shall have the meaning set out in
applicable Data Protection Requirements, that is, “data, whether true or not, about an individual who can be identified — (a) from
that data; or (b) from that data and other information to which the organization has or is likely to have access.
(ii) Subject to the rights provided to Lenovo’s affiliates as provided elsewhere in this Agreement, a person who is not a party to this
Agreement shall have no right under the Contracts (Right of Third Parties) Act to enforce any of its terms.

This Agreement shall be governed by and interpreted in accordance with the laws of Singapore, without regard to its or any other
jurisdiction’s conflicts of laws principles. All claims or disputes arising out of or in connection with this Agreement shall be heard
exclusively by a court located in Singapore.
JAPAN
The "product" herein refers to Lenovo-specified personal computer, basic system configuration of workstation and
monitor (only apply to product purchased with Lenovo Services), as well as optional Lenovo-specified products that are
attached or connected to the basic configuration which are purchased by you, excluding used products and other
optional mechanisms, external machines, batteries, AC adapters, and accessories and bundled products such as
software, except otherwise specifically written elsewhere herein.
6.2.Service Offering Descriptions

C. Sealed Battery Warranty Extension
If the product is an internal sealed battery, you can request one time service for internal battery replacement (one time service
for each individual battery service purchased). Replacement of internal battery will be provided in accordance with the content of
this service purchased by you. However, battery replacement is available after Lenovo technical support provides diagnosis and
validation.
D.10 Same Business Day Response (“SBD12X6”)
12 hours per day, 6 days per week (Monday- Saturday) (This Service is not available in offshore islands and mountain areas)
D.11 Same Business Day Response (“SBD24X7”)
24 hours per day, 365 days per year (This Service is not available in offshore islands and mountain areas)
6.3. Other Services

C. Accidental Damage Protection (“ADP”)
If you are eligible for Lenovo Onsite Repair Service, a certified engineer will be dispatched onsite to repair or replace your
product. If Lenovo representative determines that repair at Lenovo repair center is required, you shall ship your product to
Lenovo repair center at Lenovo's expense. Lenovo will ship the repaired product or its replacement back to you after Service is
complete.
Procedure when your product is destroyed in a fire, stolen, or lost:
i. In case your product is destroyed in a fire, you shall obtain an official report or certificate issued by your local fire
department, and submit it with a request for a replacement of the product to Lenovo.
ii. In case your product is stolen or lost, you shall get obtain report number of the theft report (in case of stolen) or lost
report (in case of missing) issued by your local police department, and submit it with a request for a replacement of the
product to Lenovo.
C.1 Overseas Courier Service – Depot Repair (J support) (This Service is not available for IdeaPad/ Lenovo brand
products)
a. Lenovo shall pick up the products at Lenovo’s expense and repair them at Lenovo repair center. However, only products
determined by Lenovo as partly damaged (repairable) are within the scope of this Service, while completely damaged
products (non-repairable) are not eligible outside the scope of this Service. Also, repair according to this Service is limited
up to once every twelve (12) months (products under the coverage of the Overseas Courier Service that have been
repaired within the past twelve (12) months for another cause cannot be repaired in accordance with this Service).
b. Repair Acceptance: When your product falls under the coverage of Overseas Courier Service that needed to be repaired,
you shall request repair request to Lenovo. In this case, you shall contact one of the Lenovo Smart Center in Japan (at your
expense), or locate Lenovo repair center on Lenovo webpage. The service acceptance time under this section is as
described in the webpage at https://support.lenovo.com/jp/ja/documents/srvc-smtlnv.
c. Evaluations: Lenovo shall conduct the following evaluation based on your product repair request. When the evaluation is
completed, Lenovo may assign a subcontractor for performance of this Service.

d. Confirmation that your product is a product under the coverage of the Overseas Courier Service
i. The expiration date of the Overseas Courier Service
ii. The installation location of the product under the coverage of the Overseas Courier Service
iii. The failure conditions
iv. The customer contact information (the pickup address and return shipping address of the product under the
coverage of the Overseas Courier Service)
e. Pickup and Repair: In response to your request, the transport service provider specified by Lenovo will pick up the product,
and Lenovo shall repair the product transported to Lenovo repair center in Japan. However, if Lenovo determines that the
target product is "completely damaged" (non-repairable), the product shall be return to you without repair. After the repair is
completed, Lenovo shall ship the product back to you.
f. Preparation for Pickup: After you receive a document required for the pickup from Lenovo, you shall perform the required
procedure in accordance with each of the following items as preparation for pickup of the product.
i. Packing the product (Customer will need to ensure proper packing before delivering the product to the transport
service provider)
ii. Signing the documents (the invoice and transportation slip)
iii. Calling the transportation service provider for pickup (Please contact the transportation service provider assigned
by Lenovo)
C.2 Customer Bear the Expenses
a. Under this Service, if Lenovo determines that your product is partly damaged (repairable) with a repair cost exceeding
JPY150,000 (excluding consumption tax), you shall pay the excess amount that exceeds JPY150,000 of the repair cost, as
well as transportation costs including consumption tax amount that corresponds to the total at your expense. However, if
total repair cost is less than or equal to JPY150,000, Lenovo will repair your product without further charges.
b. Under this service, if Lenovo determines that the product is completely damaged (non-repairable), Lenovo may provide a
replacement product to you. In this case, you shall pay the amount specified by Lenovo at your expense.
c. You shall pay total expense specified by Lenovo in accordance with preceding two paragraphs by one of the following
methods. Lenovo shall specify the transportation costs and provide a replacement product to you.
i. Advance payment via bank transfer to the account specified by Lenovo (A replacement product will be shipped
after the money transfer is completed. Please note that you will not be able to cancel the payment after bank
transfer is complete.)
ii. Payment in arrear based on an invoice by Lenovo (this is applied to business entities only. The payment due date
is within thirty (30) days from the invoice date. A replacement product will be shipped after the invoice is issued.
Please note that you cannot cancel after the invoice is issued.)
d. Lenovo will provide a replacement product that Lenovo determines has equivalent functions with your product unit
(excluding AC adapters, internal option mechanisms, external devices, battery packs, and other accessories / bundled
products such as software). Lenovo does not guarantee the same model and product specifications with yours as a
replacement product. Lenovo will not be responsible to configure your Operating System (OS) and other settings upon
providing the replacement product.
e. Notwithstanding paragraph (d), when your product is a model which equipped with a WWAN module, there is a possibility
that a replacement product without WWAN is provided. Lenovo does not guarantee that a replacement product equipped
with a WWAN module is provided to you. Also, when a replacement product equipped with a WWAN module is provided,
the telecommunications carrier that provides a WWAN communications service may be changed, and Lenovo wil not be
held responsible for contract between the telecommunications carrier and you.
f. When a replacement product is provided, the service offerings based on this contract will be terminated. You will not
receive this service for the replaced product. You will not be able to add or extend this service to the replaced product.
g. Notwithstanding paragraph (d), when Lenovo determines that some accessories are not compatible because the models of
your product and the replacement product are different from each other, the following accessories compatible may come
with the replacement product:
i. Items that came with the product (Hardware): AC adapter and battery pack
ii. Items that came with the product (Software): OS, OS license, device setup guide, and user's guide
E. Premier Support Service (“Premier Service”)
1.Scope and General Terms of the Agreement
a. This Service is only for Think brand personal computers, workstations, and tablets, and certain Lenovo Series products
(e.g., Lenovo S500 Series) purchased by Customers (“Applicable Products”). Applicable Products do not include
servers, even if they are Think brand.
b. Prior to providing Premier Services, we must receive Customer information in the prescribed format. Please contact our
sales representative regarding the prescribed format. In addition, if services mentioned in Article 2, Paragraph b) below
are desired, we must receive the Customer’s master disk image and operating procedure in advance to determine
whether we are able to provide the services.
2.Repairs
a. Repairs will be made on-site the next business day. The scope and terms of next day on-site repair support are as the
terms and conditions set forth in the Lenovo Service Terms.
b. For hard drive replacements and repairs, if the following conditions are satisfied, the Customer’s master disk image can
be installed on a new hard drive. If the master disk image and operating procedure are not provided, the hard drive will
be loaded with the factory disk image just as in normal repairs.

i. The operating procedure is prepared by the Customer.
ii. The operating procedure is provided in advance so that Lenovo can confirm whether repair is possible.
iii. The disk image and operating procedure are provided to engineers at the time of repair.
3.Technical Support Plus
a. Premier Services, in addition to the Technical Support Plus services mentioned in the Lenovo Service Terms, also
include the support in Paragraph d) of this Article. The scope and terms of the Technical Support Plus services
mentioned in the Lenovo Service Terms are as the terms and conditions set forth in the Lenovo Service Terms, unless
otherwise provided in this Agreement.
b. Premier Services will be provided according to the following schedule:
Monday–Friday (except holidays and 12/30 to 1/3) 9:00–18:00
c. Support can be provided remotely via telephone if the Customer agrees.
d. Lenovo will provide the following technical support and technical information:
i. Technical information regarding the configuration settings and use of Microsoft operating systems (“OS”) by
Microsoft Corporation (“Microsoft”)
i. Applicable OSs are limited to the OSs that Lenovo has confirmed will work on the product that the
Customer is using.
ii. This support will be provided on a best effort basis.
ii. Technical information in Japanese regarding the configuration settings and use of Office software that Microsoft
supports according to its official website.
i. This support will be provided on a best effort basis.
iii. Technical information regarding the use of security software
i. This applies to security software that Symantec Corporation, McAfee, Inc., and Trend Micro, Inc. support
according to their respective official websites.
ii. This support will be provided on a best effort basis.
iv. Technical information on the use of browsers
i. Applicable browsers are limited to Microsoft Internet Explorer and Google Chrome.
ii. Supported versions are different depending on the OS being used. Versions of browsers preloaded on
the applicable product and versions of browsers provided and supported by Microsoft or Google are
eligible for support.
iii. This support will be provided on a best effort basis.
e. “Best effort” herein means to offer solutions, in response to inquiries received by our agents, to the extent possible
based on the descriptions and troubleshooting advice provided by software providers on their official websites; it is not
a guarantee to resolve a problem. Depending on the nature of a problem or inquiry, a resolution may not be reached,
in which case the Customer may be asked to contact the support desk of the software provider.
4. Reports
Lenovo provides a report to Customers once every three months regarding repairs and problems that occur on Lenovo
devices (excluding peripheral equipment) used by the Customers. This report is provided to all Customers who have
purchased Premier Services on 500 or more machines and have requested said report. A report is provided monthly to
Customers who have purchased Premier Services on 1,000 or more machines and have requested a report. Lenovo will
determine the format of this report.
5.Participation in Regular Meetings
Premier Services provide opportunities for service managers to hold regular meetings with your company to provide and
explain the report mentioned in Article 4. These regular meetings are held for all Customers who have purchased Premier
Services on 500 or more machines and have requested said meetings. These regular meetings are held once every three
months at a fixed location in Japan.
H. Post Warranty Service
a. To receive the Post Warranty Service offerings, you need to fill out the registration form that is included in the package, and
send it to Lenovo. Lenovo will complete your Post Warranty Service registration with the registration form.
b. Please note that if a period between the start date of the Post Warranty Service and the end of Service date defined by
Lenovo for the personal computer, system device of the workstation or monitor that is included in the product is less than
one year, you cannot purchase the Post Warranty Service. Also, if one year or more has passed from the warranty
expiration date of the product, you cannot purchase the Post Warranty Service.
c. When you have already purchased any Service for the said product, and it is still effective, you can purchase only the same
Post Warranty Service with it. Therefore, you cannot purchase the Post Warranty Service of a different type from the
Service you have purchased. However, after the warranty expiration date of the product, or when the Service is expired,
you can purchase this Service with a different type from the Service you have purchased.
d. The product or its components that is replaced under this Service shall be property of Lenovo. You shall ensure that the
replaced product or components is a Lenovo genuine part, it is not altered or modified, and there is no legal constraint such
as collateral which prevents the said replacement.
e. The decision whether to repair or replace the product in this Service shall be made by Lenovo.
f. You shall remove any program, data, and removable media, as well as any components that are non-Lenovo products,
additional items, and changed items from the product before having repair under this Service. In case any of the above are
remained, you shall be considered to have abandoned the right for repair. Lenovo does not have any liability for your data
(including confidential information and personal information) stored in the product that Lenovo receives from you. You shall

perform appropriate protective measures to protect your data before sending your product to Lenovo for repair under this
Service.
g. If Post Warranty Service you purchase includes ADP or Keep Your Drive, please also refer the terms and conditions
applicable to ADP and Keep Your Drive.
Payment terms and conditions:
When you purchase this Service directly from Lenovo, you shall pay maintenance fee under the terms and conditions
determined by Lenovo. On the other hand, when you purchase it from one of the Lenovo business partners, you shall make
payment under the terms and conditions specified by the business partner.
I. Accidental Damage Protection Plus (“ADP Plus”)
All terms and conditions of ADP shall be applicable to ADP Plus except paragraph (a) of the “Customer Bears the Expense.”
Notwithstanding anything to the contrary herein, when you have purchased the Accidental Damage Protection Plus, Lenovo
shall bear total amount of the repair costs, including transportation costs plus the consumption tax amount that corresponds to
the total, in the event that Lenovo determines the product is partly damaged (repairable) in accordance with this service.
J. Technical Support Plus
a. This Service provide you the following support services by an engineer via telephone, in addition to the services based on
Lenovo base warranty policy. When you contact an engineer, you shall follow instructions given by the engineer to
troubleshoot your product problem. The engineer will try to diagnose and resolve the problem over the telephone, and may
instruct you to download and install software updates.
b. This Service is provided remotely such as via telephone and e-mail, and it does not cover onsite services. Lenovo will never
take possession of your product.
c. The offering hour of this service is as follows:
d. Monday - Sunday (excluding Lenovo specified monthly holidays) 9:00 am - 6:00 pm
e. Lenovo provides technical support and technical information defined in the following items:
1) Providing technical information about function settings of the product
i. Technical support to install, configure, update, and reinstall Lenovo software that is initially installed in the Lenovo
factory
ii. Technical support to install and configure third-party software that is initially installed in the factory
iii. Technical support to install and configure the software that is included in the CD/DVD media that comes with the
product. Sample software and customized images are not covered by this Service.
iv. Technical support about technical information posted on the Lenovo website
2) Technical support on how to use product functions
i. Technical support on how to use ThinkVantage technology
ii. Technical support on how to use Rescue&Recovery
iii. Technical support on how to use and configure the finger print authentication and its operation
iv. Technical support for when you need to recover to the factory state
3) Technical support on BIOS/Driver
i. Providing technical information on how to install and configure BIOS/Driver
ii. Providing FAQ information about BIOS/Driver
iii. Providing Web site information on BIOS/Driver
4) Providing technical information relating to the preinstalled OS
i. Technical support on how to swap the preinstalled OS written in the product information
ii. Technical support on how to change settings of the preinstalled OS
iii. Providing FAQ, website information, and known information relating to the preinstalled OS
5) Providing technical support when a problem such as a fault and failure occurs
i. Providing Lenovo's known information relating to third-party software
ii. Providing Lenovo's known information relating to network failures
iii. Providing technical information such as settings and changes in order to avoid problem
6) Technical support on failure diagnosis and failure analysis
i. Providing technical information required to separate a failure
ii. Providing technical support and technical information on failure diagnosis
7) Verifying and analyzing problems in the product for which Lenovo determined that verification and analysis are required
i. Verifying the same failure that has occurred in more than one product
ii. Primary analysis of Memory Dump
iii. Analyzing product problems relating to software or application that is preinstalled
8) Creating a report of repair details of a repair service accepted by Lenovo
This Service does not include the following products:
i. Service for a Lenovo genuine monitor product which has not been purchased with Lenovo personal computer.
ii. ThinkServer, IdeaPad, IdeaPad Tablet, IdeaCentre, and LenovoG series products
iii. Technical support for an image customized for you, regardless whether it is a sample or not, it is installed in the
factory or not, and it comes with the product or not
L. Customer On-Site Exchange Service (“COE”) (for Monitors Only)
In COE for monitors, a monitor that you request for repair shall be replaced by Lenovo.. Lenovo will send you the replacement
for the product in good operating condition from the repair center. You shall remove the said product in advance, and replace it
with the replacement product sent to you upon arrival of the transportation service provider specified by Lenovo. You shall install

the replacement product by yourself. Lenovo will bear the transportation costs. The service offering time is the business time
specified by the repair center.
13.General
The following is added to this section:
U. The expiration date and applied products of this service purchased by you will be notified you by Lenovo after the maintenance
registration is completed. You can review them also at the following URL:
http://service.lenovojp.com/thinkplus/care.nsf/fMTMSearch?openform
V. You cannot purchase this Service when any failure has occurred in the product, or when a repair request is accepted or a repair
has already done to the product. When a purchase is made even while this applies, the said purchase shall be non-effective.
Also, this service cannot be applied to a repair that was done before the purchase of this service.
W. Lenovo reserves the right to change the content of this Agreement without prior notice.

Lenovo Personal Computing Devices Services Agreement: 1 What This Agreement Covers

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Lenovo Personal Computing Devices Services Agreement: 1 What This Agreement Covers

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Lenovo Personal Computing Devices Services Agreement

1 What This Agreement Covers

2 What This Agreement Does Not Cover

3 Registration and Activation

5 Availability of the Service

6.1 Service Definitions

B. Field Replacement Units (“FRU”)

C. Technician Installed CRUs (“TICRU”)

E. Hours of Field Service Coverage

F. 8 Hour Response time

G. 4 Hour Response time

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6.2 Service Offering Descriptions

B. Battery Warranty Extension

C. Sealed Battery Warranty Extension

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6.3 Other Services Offerings

B. Keep Your Drive

C. Accidental Damage Protection (“ADP”)

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D. Priority Technical Support

Lenovo shall provide:

E.1 Premier Support Contact Center to facilitate:

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

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E4. Parts Prioritization for Premier Support

E.5 OEM Supported Software Support for Premier Support

F. Smart Office Services

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G. International Service Entitlement (“ISE”)

G.1 ISE Sealed Battery and Keep Your Drive

G.2 ISE Accidental Damage Protection

I. Post Warranty Service

J. Service Engagement Manager (“SEM”)

K. Easy Deploy Services

6.4 Onsite Installation Service Description

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K.4. General Terms for Easy Deploy Services

L. Lenovo Integrated Solutions Support

L.2. Hardware provided in the Lenovo Integrated Solution

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L.3. Software provided in the Lenovo Integrated Solution

7 Lenovo Business Partners

8 Purchase of Service from Lenovo

9 Lenovo Return/ Cancellation Policy

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AS SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR

14 Geographic Scope and Governing Law

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ATTACHMENT – (APAC REGIONS) – English Language

Section H. Priority Commit is added to 6.3

H.1 Priority Commit Contact Center will facilitate:

a) is available only on selected models of Lenovo Products ;

F3. Warranty Incident Resolution – Remote for Priority Commit

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14. Geographic Scope and Governing Law

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11. Warranty of Services

12. Limitation of Liability

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