Lenovo Launches Small Business, Consumer Help Service - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
Business & Finance

Lenovo Launches Small Business, Consumer Help Service

The new Experts Live service would cover areas traditionally beyond the scope of a computer's warranty, such as operating system and application support, system tune-up, and networking assistance.

Lenovo and IBM on Tuesday launched a 24-hour PC help service for small businesses and consumers who do not have access to IT staffs.

The Experts Live service would provide Lenovo's U.S. customers with the option of online chat or telephone help, and would cover areas traditionally beyond the scope of a computer's warranty, such as operating system and application support, system tune-up, Internet and system security and networking assistance.

The service, however, is not cheap. On-demand calls would cost $99 per incident for online chat and $125 for voice. Prepaid calling would be less at $89 and $99, respectively, for one incident. Three incidents would cost $199 and $229, respectively, and five incidents $259 and $349. The price includes 24-hour, seven-day-a-week access to certified technicians, Lenovo said.

Technicians can use remote tools to access users' PCs to perform service procedures. They also would help customers configure management software that ships with Lenovo ThinkPads notebooks and Lenovo 3000 desktops and portables. The applications provide automated handling of network settings, monitoring of PC performance and security, and data recovery.

IBM is providing the call-center services, network transport and server operations for Experts Live. IBM and Lenovo established their global technology partnership back in 2005 when Lenovo purchased IBM's Think brands (notebooks, desktops).

Lenovo and Acer are Asian computer makers that are a growing threat to U.S. companies that have long dominated the PC market, according to market research firm iSuppli. Lenovo, based in China, accounted for combined desktop and notebook shipments in 2006 of 29.8 million units, or 12.5% of the market, up from 10.8% in 2005.

Lenovo is in the middle of a reorganization meant to cut expenses. The company last month said it would cut 1,400 jobs to remain competitive in the fierce PC market. The workforce reduction was part of the company's plans to streamline its sales and marketing organizations, centralize teams and align multi-national investments and resources.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
State of the Cloud
State of the Cloud
Cloud has drastically changed how IT organizations consume and deploy services in the digital age. This research report will delve into public, private and hybrid cloud adoption trends, with a special focus on infrastructure as a service and its role in the enterprise. Find out the challenges organizations are experiencing, and the technologies and strategies they are using to manage and mitigate those challenges today.
Slideshows
What Digital Transformation Is (And Isn't)
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/4/2019
Commentary
Watch Out for New Barriers to Faster Software Development
Lisa Morgan, Freelance Writer,  12/3/2019
Commentary
If DevOps Is So Awesome, Why Is Your Initiative Failing?
Guest Commentary, Guest Commentary,  12/2/2019
Register for InformationWeek Newsletters
Video
Current Issue
The Cloud Gets Ready for the 20's
This IT Trend Report explores how cloud computing is being shaped for the next phase in its maturation. It will help enterprise IT decision makers and business leaders understand some of the key trends reflected emerging cloud concepts and technologies, and in enterprise cloud usage patterns. Get it today!
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll