Working with service and support

Because of the complex nature of ThinkAgile SXM solutions, the ThinkAgile Advantage Service and Support offering includes a Single Point of Engagement, through which issues with hardware or software components can be resolved. ThinkAgile Advantage Support will engage any third parties as needed, such as Microsoft.

ThinkAgile Advantage Support Plan

You can find relevant details about ThinkAgile Advantage Support in this documentation, but additional information is available in the ThinkAgile Advantage Support Plan. You can search for that document and other ThinkAgile SXM information on the Lenovo Data Center Support page, at the following Web site:

Entitlement and serial number

For ThinkAgile SXM solutions that are shipped in a rack, the entire solution is entitled at the rack level, based on the rack Machine Type 9565 and its serial number. For ThinkAgile SXM solutions that are integrated into a customer-supplied rack, the solution is also entitled at the rack level, based on Machine Type 7Y34 and a derived “virtual rack serial number” that is created for each customer order.

If you need support for these solutions or any of their components or included software, be sure to use your rack Machine Type and serial number. If you use an individual component (server or switch) serial number, ThinkAgile Advantage Support might not immediately recognize the correct entitlement, which could delay proper case handling.

For scale unit nodes that are added after the original deployment (i.e. expansion nodes), support entitlement is based on the individual component (server or switch) serial numbers.