How To Reach Think Agile Support

Lenovo
Think Agile
Support
Support Plan
Datacenter Group 2018
Welcome to Lenovo Support!

Lenovo offers a comprehensive portfolio of services with
A global service delivery network that provides a level
Of service and execution that you will not get from other
Companies. The Lenovo Services team is here to support
You with services that are reliable, flexible, and trusted.
Thank you for choosing Lenovo
Updated: 22nd Nov 2018

How to Reach Think Agile Support
Gather all Required Information before reaching out Think agile Support
Please be prepared to provide the following information:

Customer Name :
Contact Details :
Email address :
System Machine Type : 4 Digit, Eg. 3850 Or 3950
System Serial Number Machine : Eg. J33KTVK
Location of the system : Full Address
Problem Description :
DC personnel contact details : Name, Phone, Email
1. Contact Think Agile Support Team

Note: Please call the below toll free number in case of any critical issue. “Hardware failure”,
“System down” Etc.
Support Number: India

ThinkAgile: 000800 4402006
ThinkAgile - Onshore: 000800 4402347 (24 Hours x 7 Days)
Before contacting remote technical support representative:-

To help support technicians to quickly determine and resolve your problem, make sure to have
the following information available.
Being able to articulate the problem and symptoms before contacting support helps to expedite
the problem-solving process.
Helpful background information might include:
System Details
 Machine type
 Machine model
 Serial Number found on the rack of your solution
Problem Description
 Has the problem happened before?
 What steps led up to the failure?

 Can the problem be re-created?
 The business impact of the problem being experienced.
 On-site personnel available to work with Lenovo support technicians(Name, Phone,
Email)
Note: Support Number List
https://datacentersupport.lenovo.com/id/en/SupportPhoneList
IMPORTANT: Record your case number, and then verify it with the support staff, which can
dispatch the hardware Customer Service Representative if necessary. You may be asked to
provide log information.
2. Chat Support
To initiate the CHAT support option kindly go to link below:

https://datacentersupport.lenovo.com/my/en/warrantylookup
Entitled customers with support line contracts, maintenance agreements, and/or warranty may
open CHAT support to reach Think Agile Support Team.
- Key in your System Serial number and click “Search Warranty”

- Click “Contact Us” under Support Options
- Click on “Chat with a support Agent”
- Do please provide the following information before the Chat window connects to
Support Team.
 First Name
 Last Name
 Phone Number
 Email
 Serial Number
 Issue Description
 Inquiry Options
- The CHAT window will initiate once customer click on Submit.

3. Submit E-Ticket Online (Think Agile Support) To submit an E-Ticket,
go to:
http://datacentersupport.lenovo.com/id/en/eticketwithservice
Entitled customers with support line contracts, maintenance agreements, and/or warranty may
submit an E-Ticket for hardware or software problems online. The E-Ticket tool allows
customers to track the service request's progress.
Customer Information
Under Customer Information, may need to provide the details of customer and locations.
 First Name / Last Name :
 Customer/company name:
 Address of the location of machine
 Country of the customer’s location
 State/province of the customer’s location
 City of the location of machine
 Postal code of the location of machine
 Email Address for contact person
 Phone number of the location of machine.
 Product Type based on the issue (Eg.Hardware or Software)
Machine Information
 Select software for product Type, where you can have the option to input the Serial
Number and Machine Type) (Enter the correct Serial Number & Machine. Change the
product type to Hardware)
Problem Information:
 Short Description: Short summary of the issue (Symptoms/Error Message)
 Long Description: Please provide detailed description of the issue.
IMPORTANT: Be sure to always open service requests with the Serial Number that is associated
with the Machine Type of the rack that holds the components in your integrated solution.
Log Collection and upload

 Collect a DSA log. If the situation involves a chassis or flex, it would also be a good idea
to collect the service data.
 After recording your seven-character case number, you can submit the logs for analysis.

 Logs can be submitted using the Lenovo Upload tool at:
https://logupload.lenovo.com/logupload.html
 Once the logs are uploaded, kindly engage or email the support engineer to
acknowledge & continue working on the case.
IMPORTANT: Lenovo is not responsible for lost data or software and is not required to advise
or remind you of appropriate backup, security, or other procedures. Before repairs are made to
your Lenovo server, it is your responsibility to:
 Back up all data and software on the system
 Remove any removable media
 Reload data and software
Case Follow-up / update with Think Agile team

You may send an email for case follow-up by including the given case number Eg.100000****,
To TA Support Email: [email protected].
Note: Please be informed that New cases are not allowed to be raised using the email, instead
customer need to use the given three options to log case.
Collecting and sending in logs for the problem determination process
 Collect a DSA log. If the situation involves a chassis or flex, it would also be a good idea to
collect the service data.
 After recording your seven-character case number, you can submit the logs for analysis.
 Logs can be submitted using the Lenovo Upload tool at:

https://logupload.lenovo.com/logupload.html
 Once the logs are uploaded, kindly engage or email the support engineer to acknowledge
& continue working on the case.

How To Reach Think Agile Support

Uploaded by

Copyright:

Available Formats

How To Reach Think Agile Support

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

How To Reach Think Agile Support

Uploaded by

Copyright:

Available Formats

Lenovo

Welcome to Lenovo Support!

Thank you for choosing Lenovo

Updated: 22nd Nov 2018

Please be prepared to provide the following information:

1. Contact Think Agile Support Team

Support Number: India

Before contacting remote technical support representative:-

Updated: 22nd Nov 2018

To initiate the CHAT support option kindly go to link below:

- Key in your System Serial number and click “Search Warranty”

- The CHAT window will initiate once customer click on Submit.

Updated: 22nd Nov 2018

Log Collection and upload

Updated: 22nd Nov 2018

Case Follow-up / update with Think Agile team

Collecting and sending in logs for the problem determination process

 Logs can be submitted using the Lenovo Upload tool at:

Updated: 22nd Nov 2018

You might also like