Introduction and Welcome - Lenovo Partner Network
Introduction and Welcome - Lenovo Partner Network
Introduction and Welcome - Lenovo Partner Network
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4hr Onsite Response Time measurement<br />
• Response time counts during service windows.<br />
• Counting of response time in 9 x 5 service<br />
window runs only between Mondays till Fridays<br />
from 8 am to 5 pm.<br />
− For example, if customer with 4hr 9x5 service<br />
reports an incident at 2 pm on Friday, <strong>Lenovo</strong><br />
technician needs to arrive at customer’s location<br />
by 9 am on Monday. This is because we had 3<br />
hours spent of our 4 hours response time on<br />
Friday (between 2 pm <strong>and</strong> 5 pm) <strong>and</strong> we used last<br />
hour on Monday morning (between 8 am <strong>and</strong> 9<br />
am).<br />
• 4hr <strong>and</strong> 8hr response in 24x7 service window<br />
runs around the clock<br />
26 © 2011 <strong>Lenovo</strong> Confidential. All rights reserved.
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