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
(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. Information Lenovo
collects to provide the Service Offerings is handled in accordance with Lenovo Privacy Statements.

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
A Lenovo Representative shall mean to include Lenovo sales, contact center agent, Lenovo authorized reseller or distributor.

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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

For a Battery Warranty Extension/s to be valid you must purchase the Battery Warranty Extension/s during the term of the
Lenovo Limited Warranty for your product. The term of the Battery Warranty Extension will commence on the day after the
Lenovo Limited Warranty for your product ends, or, if you purchased multiple Battery Warranty Extensions during the Lenovo
Limited Warranty term, from the day after the previous Battery Warranty Extension ended, and will continue for the term you
purchased. You are entitled to one battery replacement in the event of battery failure during the term of the Battery Warranty
Extension. 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

For a Sealed Battery Warranty Extension/s to be valid you must purchase the Sealed Battery Warranty Extension/s during the
term of the Lenovo Limited Warranty for your product. The term of the Sealed Battery Warranty Extension will commence on the
day after the Lenovo Limited Warranty for your product ends, or, if you purchased multiple Sealed Battery Warranty Extensions
during the Lenovo Limited Warranty term, from the day after the previous Battery Warranty Extension ended, and will continue
for the term you purchased. The Sealed Battery Warranty Extension may be purchased for a term of 2, 3 or 4 years. Non-Think
brand notebooks and ThinkBook are only eligible for up to 3 year Sealed Battery Warranty Extension (e.g., Chromebook,
IdeaPad). You are entitled to one battery replacement in the event of battery failure during the term of the Sealed Battery
Warranty Extension. The battery in your product is a sealed battery and is not a CRU, therefore your battery will be replaced at a
Depot as defined in paragraph D.1 or at your location depending on the Warranty Upgrade purchased. The Sealed Battery
Warranty Extension is not available for Lenovo desktop computers.

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

PCDSA May-2024 Page 3

 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

PCDSA May-2024 Page 4

 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 and Accidental Damage Protection One

C.1 Accidental Damage Protection (“ADP”) or (“ADI”).

Accidental Damage Protection is also known as Accidental Damage Insurance in some regions (“ADP” or “ADI” or “Service”). Due to
regulatory variations, ADP or ADI availability may vary. Please see the region-specific annex of the Agreement for variations and
availability of such services. Where ADI is available, claims may be subject to criteria and requirements of the insurer underwriting
the service.

C.2 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.

C.3 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.

C.4 The Service includes repairs to the product during the purchased Service term. Repairs will be exhausted once the cost of
repairs equals the price paid for the product. If Lenovo determines that the cost of the ADP claim exceeds the price of the

PCDSA May-2024 Page 5

 product, the product will be replaced rather than repaired. ADP is limited to one replacement during the term of the Service.

C.5 Accidental Damage Protection One (“ADP ONE”). ADP ONE is a limited version of ADP made available for purchase on
select Lenovo Products. Under ADP ONE, section C2 and C3 apply subject to the following limitations: Customer is limited to one
repair of accidental damage or one replacement during the term purchased. Once a Lenovo Product is repaired or replaced under
ADP ONE, ADP ONE coverage expires. Such replacement product may not be new or the same item; however, it will be
functionally equivalent. ADP ONE service is only available in the country or region in which you purchased your ADP ONE
coverage.

C.6 Carbon emission offset. A carbon emission offset is included in the ADP and ADP ONE service. The offset is applied against
carbon generated from i) the transport of hardware the subject of an ADP or ADP ONE claim, and ii) the repair of the hardware itself.
Please be advised that any emissions data provided by Lenovo is a general guide and should not be relied upon for Environmental,
Social, and Governance (ESG) reporting. While we endeavor for accuracy, variations may arise due to factors beyond our control.
We advise consulting with relevant experts or conducting further analyses for comprehensive ESG reporting requirements.

C.7 ADP and ADP ONE 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.

Coverage Period for ADP and ADP ONE: ADP and ADP ONE shall begin on the warranty start date of the product. For ADP, the
Service will expire if the product is repaired, the cost of repairs equals the price paid for the product or the Service term specified in
your invoice purchased expires. ADP ONE will expire if the product is repaired once, replaced or the Service term

Waiting Period for ADP and ADP ONE: When ADP and ADP One 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.

PCDSA May-2024 Page 6

 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). Software support for Lenovo
Device Intelligence (LDI), LDI Plus, and LDI Managed Services does not extend to hardware replacement without
diagnostic issue confirmation;
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) where possible; and
h) Product Exchange Service NBD (for monitors only) where possible.

NBD On-site Services:

- are available only on selected models of Lenovo products;

- will be provided on weekdays during normal business hours, excluding weekends and holidays. Arrival times will
depend on your registered location and your prompt response to Lenovo’s request for confirmation of arrival time;
- do not guarantee the resolution of a warranty incident, nor the resolution of the warranty Incident within a given period
of time;
- and 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.

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

PCDSA May-2024 Page 7

 i) you must maintain the latest minimum release levels or configurations required for the Lenovo products (per
support.lenovo.com) and OEM Supported Software.

Consumer Product eligibility – Premier Support Plus and the services are available and will apply to commercial
customers using consumer products. ‘Consumer Products’ for the purposes of this service means Lenovo V-Series, E-
Series, N-Series, and IP Chrome products.

F. Premier Support Plus

Premier Support Plus is a services solution integrating Premier Support with the Lenovo services referred to in section F1
(‘Features’), providing a comprehensive support experience. When you contact us for support, our service operators will apply
relevant Features included in your Premier Support Plus warranty to address your issue. The availably of features may vary
according to Geography, device and operating system. Unavailability of a feature will not entitle customer to refunds of or
reductions to your Premier Support Plus fee. Pricing and availability may vary at Lenovo’s discretion.

F1. The standard and additional terms listed below govern the Features when they are applied as a component of Premier Support
Plus,
i) Premier Support: Section 6.3 E of this Agreement.

ii) Lenovo Device Intelligence (“LDI”): The LDI terms and conditions schedule, and Lenovo software license terms are incorporated
into this Agreement by reference, and apply to LDI in addition to this section. To use LDI you are required to register and activate
the product upon your purchase of Premier Support Plus. The registration and activation process will be provided to you following
your purchase of Premier Support Plus. The LDI software license runs for the same term as your Premier Support Plus warranty.
Your access to LDI will not extend beyond the expiration of your Premier Support Warranty. Lenovo may terminate your LDI
software license in the event you misuse the product. Lenovo will replace a part of a device that is predicted to fail under an amber
alert, including in the event Lenovo’s diagnosis indicates that the part is not defective.
LDI will be considered as “unavailable” during:
(a) Customer caused outages or disruptions;

(b) A fault in the Customer’s operating environment;

(c) Faults or omissions with the internet;

(d) Faults or omissions in equipment, wiring, cabling, software or other services which are maintained by Customer;

(e) Faults proven to be caused by a virus introduced negligently or otherwise by the Customer onto the Customer’s operating
environment;

(f) Any material breach of this Agreement which impacts the accessibility of software

(g) Use or administration by an end user who is not a Customer IT administrator or someone with the equivalent level of technical
expertise.

iii. Accidental Damage Protection or Accidental Damage Insurance (“ADP” or “ADI”) - Section 6.3 C of the Agreement. Due
to regulatory variations, ADP or ADI availability may vary. Please see the region-specific annex of the Agreement for
variations and availability for ADP and ADI.

iv. “Keep Your Drive” – Section 6.3 B.

v. Sealed Battery Warranty Extension - Section 6.2 C. Sealed Battery Warranty Extension is included in Premier Support
Plus for the first 4 years of the Premier Support Plus warranty term, excepting Sealed Battery Warranty Extension for
Non-Think brand notebooks and ThinkBook which is included for a maximum of 3 years regardless.

vi. Consumer Product eligibility – Premier Support Plus and the services are available and will apply to commercial
customers using consumer products. ‘Consumer Products’ for the purposes of this service means Lenovo V-Series, E-
Series, N-Series, and IP Chrome products.

vii. International Service Entitlement (“ISE”) – Section 6.3 (I).

viii. PSP Service Engagement Manager (“PSP SEM”) - The PSP SEM allocated to customers under this evolved service will
have a more advanced remit. Contact by your PSP SEM will be subject to the Lenovo Privacy Policy. In order to be
eligible for this PSP SEM there must be a minimum number of 500 hardware units entitled to PSP under the account.
The PSP SEM provides 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;

PCDSA May-2024 Page 8

 c. Escalation management for all warranty-related incidents. PSP 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 PSP SEM and the
customer. Minimum frequency is quarterly; and
e. Regular customer engagements, carried out 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.

G. Premier Support for Motorola Smartphones

Premier Support for Motorola Smartphones includes standard support and extended support, sold via a part number specified
on your invoice or order confirmation, for Motorola mobile phones (“Products”).

The Service term isas specified on Your invoice or purchase confirmation.

Standard Premier Support for Motorola Smartphones includes Premier Support as described in Section G.1 below and Advanced
Exchange as described in Section.G.2 below. Extended Premier Support for Motorola Smartphones extends the term of the
Standard Premier Support for Motorola Smartphones as described in Section G.3 below.

Additional charges may apply outside a Service Provider’s normal service area.

G.1. Premier Support

Lenovo shall provide:

G.1.1 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) information regarding your warranty Incident case management to help track, progress and close;
c) validation of your Product serial number or IMEI and Service entitlements; and
d) 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.1.2 Technical Account Manager (“TAM”) to provide:

a) end-to-end case management regarding your warranty incidents to help track, progress and close; and
b) escalation management and a single, designated point of contact for all your warranty Incident management.

G.1.3 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.

G.1.4 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 Motorola Products (per
https://en-us.support.motorola.com/ and OEM Supported Software.

PCDSA May-2024 Page 9

 G.2. Advanced Exchange

G.2.1 Advanced Exchange by Mail:

In case of hardware failure of the original Product (“Defective Device”), Lenovo will deliver a new or certified refurbished
replacement smartphone (“Exchange Device”) to you before you return your Defective Device back to us. You must return
the Defective Device to Lenovo within 15 days from the date you receive the Exchange Device (“Return Period”).

1. Exchange Device shipped by Lenovo could be a new or Motorola-certified refurbished smartphone.

2. Lenovo can also replace your Defective Device with a similar model if the company no longer
manufactures the smartphone originally purchased.
3. Your Motorola smartphone will not qualify for Advanced Exchange if the smartphone is damaged and/or is not
covered under the Motorola Limited Warranty terms or Moto Care ADP Program, as applicable.
4. The Exchange Device will be shipped to you with a prepaid return shipping label.
5. You must use the prepaid return shipping label to return the Defective Device for which you received an
Exchange Device and are requesting warranty service.
6. You will need to return your Defective Device within 15 days from the date you received the Exchange
Device.
7. To guarantee that the Defective Device is returned, Lenovo will charge you the Fee as described below
if you fail to return the Defective Device to Lenovo within 15 days.
8. Lenovo will dispose of any additional accessories like shells, removable batteries, SIM cards, SD cards, or
Moto Mods returned with the Defective Device. You are responsible for removing any such accessories from
the Defective Device. Lenovo accepts no liability for failure by You to observe this requirement.

You will be liable for the cost of the Exchange Device equal to the current MSRP of the Exchange Device and a handling fee (the
cost and the handling fee together, the “Fee”) if:

(1) Lenovo does not receive the Defective Device back within 15 days from the date you received the
Exchange Device as indicated by the carrier’s tracking system;
(2) the Motorola smartphone is not under Motorola Limited Warranty; and/or
(3) the Motorola smartphone is excluded from warranty or service.

If You purchased the Defective Device from a Lenovo reseller or distributor, such reseller or distributor shall be responsible
for Your compliance of the instruction to return the Defective Device; if You fail to return the Defective Device as instructed,
the Lenovo reseller or distributor shall be responsible to collect the Fee from You. And such reseller or distributor shall in
turn pay the Fee to Lenovo.

Lenovo reserves the right to alter product offerings and specifications at any time, without notice. Lenovo makes every
effort to ensure accuracy of all information but is not liable or responsible for any editorial, photographic, or typographic
errors.

G.2.2. Advanced Exchange Does Not Cover:

(i) Normal wear and tear of the Product;

(ii) Customer Induced Damage such as accidental physical damage, liquid damage (unless customer also
purchased Accidental Damage Protection Service), abuse and tamper, (not covered by warranty);
(iii) Parts intended to be replaced or consumed (e.g., batteries), or cosmetic damage (e.g, scratches,
dents, or cracks that do not affect the Product’s functionality or structural integrity);
(iv) Damage from abuse, misuse, unauthorized modification, unsuitable physical or operating environment,
improper maintenance by anyone other than Lenovo authorized service providers, removal of original parts
or alteration of a Product or identification labels;
(v) Damage caused by a product not covered under this Agreement or caused by biohazards or human or animal
bodily fluids.

PCDSA May-2024 Page 10

 G.2.3 Also excluded from the agreement are batteries, light bulbs, external memory disks, wire connections, AC adapters,
carrying or protection cases or folios, stylus or digitizer pens, cradles, docking stations, external keyboards, software (preloaded
or purchased separately), any other components not internal to the Product, optional features not installed by Motorola at the time
of Product purchase, accessories purchased in addition to the base unit, third-party products (those not bearing the Motorola
logo) even if sold by Motorola or Lenovo, or any Product repaired by anyone other than Lenovo or a service provider authorized
by Lenovo.

G.2.4 Response Times

This service provides a next-business-day dispatch of an Exchange Device upon creation of the service order. However, this
response time does not constitute a guarantee of delivery date

G.2.5 Not Qualify for Service

A Product does not qualify for this Service if, after we receive it, there is evidence of any of the exclusions detailed in sections G.2.2
and G.2.3 to this Agreement or the Product does not show any hardware failure. In the event your Product is determined as excluded
from this Service and you are not entitled to the Service you agree to pay the full value of the Exchange Device if any that we specify
to you, within fifteen (15) calendar days of notification to you.

G.3 Extended Premier Support for Motorola Smartphones

Extended Premier Support for Motorola Smartphones extends the terms of the Standard Premier Support for Motorola Smartphones,
which include both the Premier Support as described in Section
G.1 and Advanced Exchange as described in Section G.2. The Extended Premier Support for Motorola Smartphones also extends
the Motorola Limited Warranty term of the Product. The extended terms of the Premier Service and the Motorola Limited Warranty
are the same as the term of the Extended Premier Support for Motorola Smartphones You purchased and as specified on Your
invoice or order confirmation.

Motorola will provide the services covered by the Standard Premier Support for Motorola Smartphones and the Motorola Limited
Warranty to You during the extended term of the Extended Premier Support for Motorola Smartphones purchased by You. All the
terms, conditions and exclusions of the Standard Premier Support for Motorola Smartphones and the Motorola Limited Warranty
apply to the Extended Premier Support for Motorola Smartphones.

H. 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.

H.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

H.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

H.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

PCDSA May-2024 Page 11

 H.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

H.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

I. International Service Entitlement (“ISE”)

I.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

PCDSA May-2024 Page 12

 only once for any combination of the Services. All Services may not be available in all countries and for all products.

I.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.
ISE is not available with ADP ONE.

J. 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.

K. Service Account Manager (“SAM” formerly “SEM”)

SAMs 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. SAMs 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 SAM 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.

Note, the SAM is distinct from the PSP SEM which is governed by section 6.3F(g)(viii)

L. Configuration and Provision Now

L.1. Configuration, Deployment and Recovery Services

Lenovo has a portfolio of configuration services and lifecycle solutions which assist with imaging, deployment, provisioning and recovery.
Where Lenovo customers are purchasing new computer hardware and equipment (which they will be in most cases), the purchase is subject
to separate terms and conditions entered into between Lenovo and the Customer.
While different branded offerings and packages will vary, when you purchase these Services, the following terms will apply except to the
extent varied explicitly contractually between the Customer and Lenovo.

Lenovo will manufacturer the Customer’s device(s), providing the configuration and deployment elements of the services onto the hardware
before it is delivered to the Customer. The hardware will be equipped with the services configured and installed at the point of delivery.

Lenovo shall contact the Customer regarding the configuration and deployment services. The Customer shall respond to such
communication promptly. The Customer acknowledges that completion of the configuration and deployment services (and therefore delivery
times from order to receipt of the hardware) is dependent on Customer engagement. This may be subject to delays, depending on the
response times and the quality of the information provided by the Customer.

Customer Responsibilities regarding Configuration Services

As may be reasonably required by Lenovo to deliver the Products and Services Customer shall provide Lenovo with sufficient and safe
access (including remote access authorized by Customer) to Customer’s facilities, systems, information, personnel, and resources, all at no
charge to Lenovo. Lenovo shall not be responsible for any delay in performing or failure to perform caused by Customer’s delay in providing
such access or performing other Customer responsibilities under this Agreement.

If Customer is making any information facilities, software, hardware or other resources available to Lenovo in connection with this
Agreement, Customer shall obtain, update, renew and maintain any third party approvals, consents, licenses, permissions, technical

PCDSA May-2024 Page 13

updates, related to these resources that may be necessary for Lenovo, or its Affiliates, and/or their subcontractors, assignees, relevant
service providers, distributors and resellers to perform the Services. Customer instructions must be provided by a Customer engineer or
representative with appropriate technical qualification and authority to do so.

Customer will at all times remain responsible for the implementation and management of its own data backup and recovery arrangements for
any data stored on Customer’s Products.

Customer is responsible for: (i) Customer Content and Materials. “Customer Content and Materials” means all content created or owned
by Customer and provided to Lenovo including scripts, logos and branding content, or other information requested by Lenovo as part of
configuration; (ii) the accuracy of any information and/or specifications it provide; (iii) the fidelity and ownership of any scripts or contents
submitted to Lenovo and agrees that Lenovo may rely on such information and/or specifications without independent verification for the
limited purpose of performing the Services and delivering to the Customer; (iv) the security and measures used in any network connections
for migrations or sharing of information such as use of VPN, encryption (v) maintaining and updating any native or third party software
required for the services to be effective such as deployment solutions.

Lenovo will have no liability to the extent any deficiencies in the Services are the result of acts or omissions (including delay) of Customer, or
where Customer has instructed Lenovo to perform any Services in a particular manner or in accordance with a particular schedule
notwithstanding Lenovo’s contrary advice. Lenovo shall not be liable for any deficiencies as a result of Customer failing to implement, or give
permission for implementation, of security or other updates related to configuration services.

Recovery Services (Lenovo Cloud Deploy)

Lenovo will provide a Windows application that provides an interface to Lenovo Cloud Deploy. Lenovo Cloud Deploy allows Customers to
store a custom preload, image, or provisioning process in the Cloud, ready for access via secure credentials by mobile users. Users of
Lenovo Cloud Deploy will be required to accept its additional terms of service and licensing requirements prior to uploading instructions,
images, scripts.
Image Preload Services (formerly Ready to Provision (RTP) and Essential Image Load, Quick Image, RTP Release Control, and RTP
Plus)

Image preload services allows Lenovo to provision a load that only has the operating system and drivers necessary for the system to
operate.

In addition to core image preload Lenovo offers optional Image Management (to maintain updated imaging)

Enhanced pre load services including (formerly RTP+) give customers the option to send Lenovo up to 5 scripted applications to be loaded
in manufacturing, plus optional Image Management.

First Boot Services

First Boot services allow Lenovo to complete a device setup inclusive of or after an image preload. Lenovo will boot the new system up in
order for it to update and configurate. The services are two-phase from phase one manufacturing, where base operating Systems, device
drivers, basic security updates, common operating system enhancements made and applications are installed. The second phase happens
when Customer receives and activates its device and involves joining the domain, installing specific customer-instructed applications, and
restarting the system for Customer use. This may be aligned with a third party deployment solution such as Microsoft’s deployment tool kit,
or a customer toolkit solution.

Second Stage Imaging Services

Formerly Custom Image Design, Image Development Services, Smart Image and Advanced Imaging Services

Lenovo image design services leverage Lenovo Windows engineering expertise. We provide a customized image based on the needs
shared by you of your organization. Creation of standard, static images including installing common applications, PC Management software
and running Microsoft Sysprep. Smart Image gives you a single, dynamic image to use across various model types. Image verification aims
to catch any errors before deployment to end-users.

Smart Image

This is a single dynamic image – compatible across multiple hardware platforms which eliminates the need to manage multiple static images
across machine types. Lenovo supplies your custom image (or a Lenovo-created image) with the drivers staged for steady-state deployment
using network, service partition, USB. Customers supply the operating system install source files to be loaded during manufacturing, or
images can be created from a Lenovo preload. The service is only available when ordering a minimum volume 99 Think PC Devices.

No-test Image Loads (also known as Factory Image Loads)

Most organizations want to replace the Lenovo preload image with their custom image. For those who already have the image created and
ready to load, the service allows Lenovo’s manufacturing team to load it for Customer. Lenovo will load your custom image, as-is, after
Lenovo verifies the system will successfully boot.

PCDSA May-2024 Page 14

Image Management, Image Maintenance Management

Under our standard image management services Lenovo will provide quarterly updates for custom images including: operating system hotfix
installations; installed app updates; non-scripted operating system or app customizations; driver set additions and refreshes. This
subscription service removes the need for IT teams to constantly monitor and update images.

Advanced Deployment Services (ADS)

These services involve the installation of operating systems, image updates, some minor migration services and access to asset control
software (managed by Customer not Lenovo) By adding Advanced Deployment Services (ADS), users receiving new systems or those
recovering from a hardware or software failure can self-install systems and automate device provisioning if they have access to Lenovo
Cloud Deploy.

Customising Bios Services

These services give our customers access to or involves the use by Lenovo of tools for customising BIOS (supervisor passwords, support
settings, changing the boot order of devices, enabling/disabling output devices like USB ports). BIOS are customised to business security
and network needs. These can be changed by the administrator on-site, but this is an inefficient use of IT resource time because it will
require the administrator to physically touch each system to manipulate the desired settings.

Autopilot Registration and Microsoft Autopilot Deploy

This allows for the set-up and pre-configuration services for new devices so they’re ready to use right out of the box. This includes automatic
configuration from the cloud using Lenovo Cloud Deploy. For this service time will not be considered of the essence and timescales for
delivery are indicative only.

Essential Asset Tag, Standard Asset Tag, Advanced Asset Tag

This service tags assets so that they are easily identifiable and traceable. Essential asset tagging includes serial number, machine type
model, static QR code links to support. Please note that Lenovo is not responsible for Asset Management of the assets tagged which are
managed by Customer, so Lenovo explicitly excludes liability in relation asset management and inventory.

Standard and Asset Tag services are defined by the nature and volume of the information the Customer wants including on the Asset tag
label, plus size of tag.

Personalization (via Laser Etching or UV Printing)

Lenovo’s Laser Etching and UV Printing Services provide a secure, tamper-resistant means of identifying your organization’s PC assets.
Etching and Printing Services are fully customizable, meaning you can not only include important contact information such as company
name and phone number, but corporate logos as well. Customer is responsible for determining the security and appropriateness of the
information provided and etched or printed. Please note that assets cannot be refunded and etching or printing cannot be reversed once
completed.

White Glove Service

This service provides integration of Chromebook PC services. The service comprises planning, setup, and end-to-end management of
custom rollouts and deployments which may use Lenovo Cloud Deploy.

L.2 Provision Now

Provision Now provides configuration, deployment and recovery services for users and organizations that replace their Microsoft
Windows based personal computers (PCs) with new Windows PCs, or deploy brand new PCs.

Under the collective term of Windows PCs, Lenovo include Desktop PCs, Laptops / Notebooks and Workstations that run Microsoft
Windows.

Service Options

Provision Now has two options, based on Customer’s choice during procurement. The services provided in each option are listed below, with
the Provision Now Advanced bundle offering additional and enhanced services:

A. Provision Now Expert –

a. RTP RC
b. 3-Year Image Recovery – please see terms of service related to our Lenovo Cloud Deploy System used in this process.
c. Enhanced Asset Tag
d. Autopilot Registration
e. Autopilot Management (4KHH hardware hash Report)

PCDSA May-2024 Page 15

 B. Provision Now Advanced –
a. RTP Plus
b. Custom BIOS
c. 3-Year Image Management with Recovery - please see terms of service related to our Lenovo Cloud Deploy System used in
this process.
d. Enhanced Asset Tag
e. Autopilot Registration
f. Autopilot Management (4KHH Report)
g. CO2 Offset (0.5 Ton) – please see the terms and conditions for this service found separately in this document (s6.3M in the
US version of this document for example).

Please note that autopilot registration requires a letter of authorization to add to a tenant and domain. Post registration changes would
require an additional fee once authorization is enabled.

Pricing

Each bundle of services is offered at a fixed, one-off cost for the duration of the Term. The fees will be added to the Customer’s invoice or
payment plan for the Customer’s hardware.

M. Lenovo Integrated Solutions Support

M.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

PCDSA May-2024 Page 16

 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:

M.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.

M.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 may 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.

N. CO2 Offset Services

CO2 Offset means - a verified reduction in emissions of carbon dioxide or its equivalent in the other greenhouse gases (GHG Protocol),
made in order to compensate for emissions made elsewhere. Offsets are measured in metric tonnes of carbon dioxide equivalent (CO2e).
Offset is performed via support and/or enablement of different projects offsetting CO2, such as usage of alternative energy sources.

1. Basis of CO2 Offset calculation. Lenovo calculates the relevant product carbon footprint emissions for offset based on estimated
greenhouse gas output for the entire product life cycle including Manufacturing, transport, product use and end of life disposal.
Where Lenovo is aware of a numerical range based on a number of factors for the Offset calculation, of which we are aware,
Lenovo will ‘round up’ and choose the most impactful calculation to ensure it is offsetting as generously as possible for the
applicable product.
2. Changes to the Methodology. Lenovo reserves the right to change the CO2 Offset methodology where appropriate for example:
a. Where required by law
b. Where predominant scientific methodology around carbon offset accounting or other environmental factors is credibly
questioned, or advances, and our practice reasonably requires updating to reflect it.

3. Changes to the Service. Elements of the Service may be subject to change where:
a. Lenovo reasonably deems there is a potential for breach of environmental or other applicable laws
b. Other CO2 Offset obligations are required by law.
c. Lenovo reasonably deems other equivalent programs to have greater sustainability impact
d. Lenovo’s offsetting provider and/or the projects they support, changes

4. Compatible Devices. The CO2 Offset service will only be available in connection with compatible devices. Such devices are
subject to change.

5. Best endeavors. Lenovo shall use its best endeavors to ensure its CO2 Offset Program and all carbon reduction projects
supported by it are quality assured. The projects Lenovo supports currently comply with the Clean Development Mechanism.
Lenovo reserves the right to change to an equivalent standard at its discretion. CO2 Offset supporting projects will be registered
with a reputable CO2 Offset registry.

6. Proof of Offset. Lenovo will provide documentary evidence to Customer of the CO2 Offset service and the authentication of the
program if requested. The Form of such certification or documentary evidence is at Lenovo’s discretion. Any certification
regime may change to be independent or in-house but will be comparable to reputable standards in the market.

7. No Warranty. Lenovo does not warrant that any certification or CO2 Offset program established by it may be used for legal or tax
purposes. Where Lenovo offers a choice of participatory carbon reduction programs it will use best endeavors but the same is
not warranted. Lenovo provides not warranties as to the effectiveness or output of any carbon reduction projects supported by
this service.

O. Reduced Carbon Transport Services

1. Basis of SAF Calculation. Lenovo provides its customers with the emission avoidance benefits related to an allocated Lot of SAF as
at date of production. SAF means: Bio SAF, which is produced from sustainable and waste byproducts such as cooking oils and is
used to power certain air travel journeys.

PCDSA May-2024 Page 17

 2. Lenovo applies a certain amount of its carbon reduction against the emissions produced through Lenovo customer air freight
journeys. The calculation is made on a per device basis and involves factors such as average weight and distance travelled.

a. The allocation of SAF a Customer purchases will not be used in physical journeys or used for Customer shipments and a regulatory
pre-requisite of the registered allocation is for SAF to be burned. The Book and Claim model exists as a way to provide a record of
use, avoid double counting and replication of credits, and register true SAF values according to regulation.

b. Lenovo will supplement any shortfall in carbon emission reduction between the SAF allocations and use of kerosene jet fuel by
overcompensating in its SAF allocations relating to Customer shipments.

c. Changes to the Methodology. Lenovo reserves the right to change the SAF methodology where appropriate for example:

• Where required by law

• Where predominant scientific methodology around SAF accounting, carbon emission reduction, sustainability reporting, or
other environmental factors is credibly questioned, or advances, and our practice reasonably requires updating to reflect it.

d. Changes to the Service. Elements of the Service may be subject to change where:

• Lenovo reasonably deems there is a potential for breach of environmental or other applicable laws
• Other carbon emission reduction equivalency obligations pertaining to SAF are required by law.
• Lenovo reasonably deems other equivalent programs to have greater sustainability impact
• Lenovo’s carbon credit and sustainable service providers and/or their practices, change
• Greenhouse Gas Protocols or criteria for Scope 3 carbon emissions change

e. Proof of SAF Purchase. Lenovo will provide documentary evidence to Customer of the SAF service purchase. The Form of such
documentary evidence is at Lenovo’s discretion and will be produced at a frequency determined by Lenovo.

f. No Warranty. Lenovo does not warrant that any certification or documentation established by it in relation to SAF may be used for
regulatory legal or tax purposes.

g. No Refunds or returns. The SAF allocations are not transferrable or assignable and so once purchased and goods are shipped,
the allocation related to that shipment cannot be refunded. This service is deemed expended at date of purchase subject to
customer’s statutory and contractual rights.

P. Lenovo Education Support

1. Definitions

‘Carrier’ means the company sub-contracted by Contractor to pick up Devices from, and return Devices to, the Purchasing Entity.

'Eligible Device’ means IP Chrome, WinBooks, Lenovo E-series, ThinkBook and Think Pad L-Series whose serial numbers are
registered to receive Support. Device types must be listed in the Product and Service Schedule (‘PSS’) under the Master Agreement or
the PSS for a particular state to be an Eligible Device.

2. Service Description
a. The support service (‘Support’) comprises:
i. remote troubleshooting and diagnostic assistance for Eligible delivered by Level 2 Technical Support engineers
including via VPN and remote access to Device, available 24/7/365 pursuant to the Service Level Agreement in this
Section P.
ii. assistance with original equipment manufacturer software (for systems only).
iii. pickup, repair, and return of Eligible Device if necessary to resolve the issue pursuant to section 6 of this Section P.
iv. prioritization of repair and parts at the repair centre if repair is necessary. Part availability may vary by geography and
impact delivery of Support per the SLA timeframes.
v. provision of information regarding your Support ticket to track, progress and close the issue.

3. Exclusions
a. Intentional damage
b. Accidental damage
c. Backup of data, software, and programs on Eligible Device and affected systems prior to and during the delivery of Support. It
is the Purchasing Entity’s responsibility to make backup copies of the data, software and programs on Eligible Device and
affected systems.
d. Restoration or reinstallation of loss or corruption of confidential, proprietary, or personal information, data, programs, or
software, damaged or lost removable media, loss of use of a system or network, or for any acts or omissions, including
negligence, by Lenovo or a third-party service provider.

PCDSA May-2024 Page 18

4. Accessing Support
a. To initiate a Support request IT staff, school administrators, teachers and students of the Purchasing Entity must call the
contractor or submit an eTicket. Students under the age of 16 must be accompanied by a legal guardian to receive Support via
telephone.
i. To call the Support phone number Purchasing Entity must click the ‘Speak with a Specialist’ tile on the Lenovo
Premium Care Support webpage.
ii. To raise an eTicket Purchasing Entity must click the ‘Submit Edu eTicket’ tile on the Lenovo Premium Care Support
webpage.
b. Contractor will validate your Eligible Device serial number and entitlement to Support.

5. Pick-up, repair and return

a. If a problem with your Eligible Device cannot be resolved via telephone or with a CRU (Customer Replaceable Unit), your
Eligible Device will be repaired or replaced at a designated service centre.
b. You are responsible for disconnecting the product and packing it in the shipping container along with any other parts or
information requested by Lenovo Upon resolution, Lenovo will ship the product to your registered location. Pick-up and return
transport will be overnight shipping

6. Process for pick-up, repair and return

a. If Contractor determines that repair is required, Contractor will submit a repair order to the repair centre. The repair centre will
notify the Carrier Partner.
b. Purchasing Entity will prepare the Eligible Devices, apply the label provided by the repair centre to the box and contact the
Carrier Partner to arrange pick up of the Eligible Devices.
c. Carrier will send the Eligible Devices to the repair centre via overnight delivery, and the repair centre will carry out Priority
Repair or Regular Repair as applicable.
d. USFC will arrange Carrier Partner to deliver to the repaired Devices to Purchasing Entity.

7. Bulk repair process

a. Purchasing Entity must submit a Bulk Repair request by either:
i. clicking on the ‘Bulk Repair Request’ tile on the Lenovo Premium Care Support webpage and then submitting a repair
ticket. A valid Bulk Repair Request must include:
1. Machine Type/Model that is located on the back of the Device under “MTM.”
2. The eight-digit serial number.
3. A brief description of the issue/s the Device is experiencing.
4. Note, it is necessary to provide login details this information, but it can be useful when diagnosing your units
for our technicians.
5. The first and last name of the requestor must appear in the ‘Attn’ field.
b. Upon receipt of a valid Bulk Repair Request the process described in section 4(c) to (f) will apply.

8. Device end-of-life
a. If the Eligible Device cannot be repaired, it will be considered for replacement under warranty.

7 Lenovo Business Partners

Lenovo may contract with suppliers and resellers (“Business Partners”) to promote, market, and support certain Services; however,

PCDSA May-2024 Page 19

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 Force Majeure

Except for payment obligations, neither Party shall be liable to the other for any failure or delay in the performance of its
obligations, to the extent such failure or delay is caused by: fire, flood, earthquakes, or other elements of nature; acts of war;
terrorism, riots, strikes, labor stoppages, civil disorders, rebellions or revolutions; epidemics, communication line or power failures;
governmental laws, court orders or regulations; or any other cause beyond its reasonable control.

12 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.

13 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.

14 General
A. Lenovo reserves the right to subcontract Services, or any part of them, to subcontractors selected by Lenovo.

PCDSA May-2024 Page 20

 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 grants the other the right to use its trademarks, trade names, or other designations in any promotion or
publication without prior written consent.
M. 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.
N. Lenovo’s obligation to provide Service is conditional upon your completion of the Registration and/or Activation process.
O. 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.
P. Each of us will comply with any laws and regulations that are applicable to this Agreement.
Q. 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.
R. 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.
S. 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.

PCDSA May-2024 Page 21

------------------------------------------------------------------------------------------------------------------------------------------------------------------------
PART 2 - COUNTRY SPECIFIC TERMS
------------------------------------------------------------------------------------------------------------------------------------------------------------------------

UNITED STATES
1 Definitions
“You” and “Your” refer to the purchaser.
“We”, “Us”, “Our”,“Obligor”/ “Provider” and “Lenovo” shall refer to Lenovo (United States) Inc., 1009 Think Place, Morrisville, North
Carolina 27560,Ph:800-426-7378, except in Washington and Wyoming where it shall refer to National Product Care Company
(“NPCC”), 175 W. Jackson, 11th Floor, Chicago, IL. 60604.

This is an Agreement between You and the “Obligor”/”Provider” of this Agreement.

The administrator of this Agreement is:

Lenovo (United States) Inc.
Customer Relationship Management
1009 Think Place
Morrisville, NC 27560
Attn: Lenovo Services Agreement Administrator
Texas License #617

Section 9 of Part 1 of this Agreement concerning Lenovo’s return/cancellation policy does not apply to You. Instead, the following
provision will apply, as may be further modified by the Individual State Disclosures below: Unless a Service has been used, You may
cancel this Agreement for a full refund only within thirty (30) days of purchase by sending written notice to Lenovo at the address
above. If You cancel more than thirty (30) days after the date of purchase or after use of a Service, Your refund will be based upon
100% of the unearned pro rata premium. A copy of Your invoice must accompany the request.

Section 6.3 of Part I of this Agreement (Other Services Offerings) is amended by adding the following Subsection Q regarding other
services offerings which may be available to You:

Q. Premium Care Or Legion Ultimate Support

Q.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 - customer has 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:

a) remote troubleshooting and diagnostic assistance (including possibly connecting to your system or products over a
secure internet connection);
b) OEM Supported Software Support;
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 determine whether your warranty incident can be resolved
via one of the following (at Lenovo’s discretion); and
f) On-site Service NBD (excluding Legion Go, which will be serviced as per H.3, and Android tablets)
g) Depot Service Repair

Q.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:

PCDSA May-2024 Page 22

 (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.

Q.3 Warranty Incident Resolution – Depot Repair

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.

Q.4 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.

Q.5 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.

Q.6 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

Smartfind Dec22 Page 23

 (vi) Norton Anti-Virus
(vii) Norton – Internet Security
(viii) Skype
(ix) Intel 3D real sense (if pre-loaded by Lenovo)
(x) MS Office 365

Q.7 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

Q.8 Annual System Health Check

An advance technical support agent will perform this service remotely over the phone excluding Android tablets.

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.

Q.9 Premium Care Plus

Premium Care Plus is a multi-faceted service which combines components of our existing services for a comprehensive and
broad range of support tools when you need help from Lenovo. When you contact us for support, our service operators will
leverage Premium Care Plus depending on your specific needs.
a) The terms and conditions applicable for each service tool are found in this Personal Device Services Agreement as follows:
b) Premium Care - Section 6.3 H (in some country versions of this agreement found at Part 2 Section 1)
c) Accidental Damage Protection (“ADP”) - Section 6.3 C
d) Expedited Depot – Section D.3
e) Sealed Battery - Section 6.2 C
f) Lenovo Migration Assistant You can find the terms and conditions for this service as part of the Vantage Platform.
g) Lenovo Smart Performance service terms are found here as part of the Vantage Platform.
1) Self Service Version
2) Some elements of the service such as Smart Performance can be accessed by you individually any time you wish. If
you wish to access the Smart Performance component dashboard independently, please login to our Vantage Platform
which hosts the software for the service. FAQs on our Vantage platform are found here.
3) At other times Lenovo service operators will use our software and Smart Performance capabilities on your behalf when
you contact us.
h) Onsite exceptions for Android Tablets and Chromebooks:
i. Android Tablets and Chromebooks will offer a prioritized repair solution via courier/ carry-in support and does not include the
Smart Performance and Data Migrations features available through Lenovo Vantage. Sealed battery warranty is supported on
Notebooks (including Chromebooks) but not applicable to Android Tablets and Desktops.
ii. They will be assessed, and issues resolved by specialist teams at an external service center under our Expedited Courier service.

Page 24
 You will be sent instructions and assistance for delivery of your device to the correct service center. For more details on this
please see Part 1, section 6.2(D3) of this document.

2. Individual State Disclosures

THIS SECTION ONLY APPLIES TO SALE OF SERVICES TO CONSUMERS

IN ALABAMA: Prior notice is not required pursuant to Section 10 of Part 1 of Your Agreement if the reason for Our withdrawal is
nonpayment of the Provider fee or a material misrepresentation by You relating to the covered property or its use, or a substantial
breach of Your duties relating to the covered Product or its use. We will pay a penalty of 10% of the Agreement purchase price per
month on a refund that is not paid or credited within forty-five (45) days after return of the Agreement to Us. The obligations of the
Provider under this Agreement are backed by the full faith and credit of Lenovo.

IN ARKANSAS: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited within
forty-five (45) days after return of the Agreement to Us.

IN CALIFORNIA: You may cancel this Agreement for a full refund within 60 days of receipt of the Agreement by sending written notice
to Lenovo at the address provided in Section 1 of this Part 2 of Your Agreement. If you cancel after 60 days of receipt of the Agreement,
your refund will be based upon 100% of the unearned pro rata premium. We will pay a penalty of 10% of the Agreement purchase price
per month on a refund that is not paid or credited within forty-five (45) days after return of the Agreement to Us. This Agreement does
not cover preventive maintenance. You may transfer this Agreement to another party only when ownership of the covered product is
transferred to the other party and You have obtained Our prior written consent. Mail all such requests to the Lenovo Services Agreement
Administrator at the address provided in Section 1 of Part 2 of this Agreement. Your written request must include a copy of this Agreement,
Your invoice(s) noting the part number and serial number of the covered product(s) and Your entitlement to Service, the effective date of
transfer, and the transferee’s name, address and phone number. The coverage provided under this Agreement may not be transfer red
to any product other than the covered product(s). Section 13(C) of Part 1 of Your Agreement is deleted in its entirety and replaced by
the following: “Neither of us will bring a legal action arising out of or related to this Agreement or a Service more than two (2) years after
the cause of action arose. Each of us hereby waives any right to bring any claim after that time unless such waiver is expressly prohibited
by statute or other applicable California law.” Section 13(L) of Part 1 of this Agreement concerning waiver of the right to a jury trial is not
applicable to you. Instead, the following provision will apply:

READ THE FOLLOWING ARBITRATION PROVISION ("PROVISION") CAREFULLY. IT LIMITS CERTAIN OF YOUR RIGHTS,
INCLUDING YOUR RIGHT TO OBTAIN RELIEF OR DAMAGES THROUGH COURT ACTION.

As used in this Provision, "You" and "Your" mean the person or persons named in this Agreement, and all of his/her heirs, survivors,
assigns and representatives. And, “We” and “Us” shall mean Lenovo and or the Obligor identified above and shall be deemed to include
all of its agents, affiliates, successors and assigns, and any retailer or distributor of its Products, and all of the dealers, licensees, and
employees of any of the foregoing entities. Any and all Claims, disputes, or controversies of any nature whatsoever (whether in contract,
tort or otherwise, including statutory, common law, fraud (whether by misrepresentation or by omission) or other intentional tort,
property, or equitable Claims) arising out of, relating to, or in connection with (1) this Agreement or any prior Agreement, and the
purchase thereof; and (2) the validity, scope, interpretation, or enforceability of this Provision or of the entire Agreement (“Claim”), shall
be resolved by binding arbitration before a single arbitrator. All arbitrations shall be administered by the American Arbitration
Association (“AAA”) in accordance with its Expedited Procedures of the Commercial Arbitration Rules of the AAA in effect at the time
the Claim is filed. The terms of this Provision shall control any inconsistency between the AAA's Rules and this Provision. This
Arbitration Provision shall inure to the benefit of and be binding on You and Us and its Provision shall continue in full force and effect
subsequent to and notwithstanding the expiration of termination of this Agreement. You agree that any arbitration proceeding will only
consider Your Claims. Claims by, or on behalf of, other individuals will not be arbitrated in any proceeding that is considering Your
Claims. You and We understand and agree that because of this Arbitration Provision neither You nor We will have the right to go to
court except as provided above or to have a jury trial or to participate as any member of a class of claimants pertaining to any Claim.

Page 25
IN COLORADO: Action under this Agreement may be covered by the provisions of the “Colorado Consumer Protection Act” or the
Unfair Practices Act”, articles 1 and 2 of title 6, C.R. S. A party to this Agreement may have a right of civil action under these laws,
including obtaining the recourse or penalties specified in such laws. Obligations of the Provider under this Agreement are insured under
a service contract reimbursement insurance policy issued by Virginia Surety Company, Inc. located at 175 West Jackson Blvd, Chicago,
IL 60604: 1-800-209-6206. If the Provider fails to pay or provide service on a claim within sixty (60) days after proof of loss has been
filed, You are entitled to make a claim directly against the Insurer under the service contract reimbursement insurance policy. If a refund
is not paid or credited within 45 days of the date of cancellation a 10% penalty per month has to be added to the refund. This right is
not transferable and only applies to the original service contract purchased. You may transfer this Agreement to another party only
when ownership of the covered product is transferred to the other party and You have obtained Our prior written consent. The use of
non-original manufacturer’s parts is not allowed.

IN CONNECTICUT: Your Agreement term is automatically extended by the length of time in which the covered Product is in Our
custody for repair. If You have a dispute with Us, You may contact the State of Connecticut, Insurance Department, P.O. Box 816,
Hartford, CT 06142-0816, Attn: Consumer Affairs. The written complaint must contain a description of the dispute, the purchase price
of the Product, the cost of repair of the Product, and a copy of the Agreement. The obligations of the Provider under this Agreement
are backed by the full faith and credit of Lenovo.

IN THE DISTRICT OF COLUMBIA: The obligations of the Provider under this Agreement are backed by the full faith and credit of
Lenovo. We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited within forty-
five (45) days after return of the Agreement to Us. In the event We cancel this Agreement, We will mail a written notice to You at Your
last known address at least five (5) days prior to cancellation which shall state the effective date of cancellation and the reason for
cancellation; except that prior notice is not required if the reason for our Withdrawal is nonpayment of the Provider fee by You, a
material misrepresentation by You to Us, or a substantial breach of Your duties relating to the covered Product or its use. If We cancel
this Agreement for any reason other than nonpayment by You of the Provider fee, You will be refunded one hundred percent (100 %)
of the unearned pro rata purchase price of the Agreement less any claims paid.

IN GEORGIA: If You purchase Your Agreement in Georgia, You are entitled to cancel this Agreement at any time. Cancellation must
comply with Section 33-24-44 of the Georgia Code. Any refund owed in the event of cancellation shall be determined on the excess of
the Agreement purchase price above the customary short rate for the expired term of the Agreement, and no Claim paid or incurred
shall be deducted from any refund owed. We are also entitled to cancel this Agreement at any time based upon fraud,
misrepresentation, or failure to pay for the Agreement, and notice of cancellation by Us will be given at least thirty (30) days prior to
cancellation. Refunds will be issued on a pro rata basis. The obligations of the Provider under this Agreement are backed by the full
faith and credit of Lenovo.

IN HAWAII: The obligations of the Provider under this Agreement are insured under a reimbursement insurance policy issued by
Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604.
Prior notice is not required pursuant to Section 10 of Part 1 of Your Agreement if the reason for Our withdrawal is nonpayment of the
Provider fee or a material misrepresentation by You relating to the covered property or its use, or a substantial breach of Your duties
relating to the covered Product or its use. We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is
not paid or credited within forty-five (45) days after return of the Agreement to Us. If You have a question or complaint, You may contact
the Insurance Commissioner, 250 South King Street, 5th Floor, Honolulu, Hawaii 96813.

IN ILLINOIS: This Agreement does not provide coverage for normal wear and tear except as specifically provided in the coverage
section above. The obligations of the Provider under this Agreement are backed by the full faith and credit of Lenovo.

IN INDIANA: The obligations of the Provider under this Agreement are backed by the full faith and credit of Lenovo.

IN KENTUCKY: The obligations of the Provider under this Agreement are backed by the full faith and credit of Lenovo.

IN MAINE: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited within
forty-five (45) days after return of the Agreement to Us. The obligations of the Provider under this Agreement are insured under a
reimbursement insurance policy issued by Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604. In the event that
the Provider ceases to operate, is bankrupt, or Your claim is not paid within sixty (60) days after proof of loss has been filed, You
may file a direct claim with Virginia Surety Company, Inc. To do so, please call the following toll-free number for instructions: 1-800-
209-6206.

MARYLAND: The “Purchase Price” shall refer to the purchase price of the covered Product as shown on Your sales receipt. We will
pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited within forty-five (45) days
after return of the Agreement to Us.

IN MINNESOTA: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited
within forty-five (45) days after return of the Agreement to Us.

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IN MISSOURI: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited
within forty-five (45) days after return of the Agreement to Us. The obligations of the Provider under this Agreement are backed by
the full faith and credit of Lenovo.

IN MONTANA: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited
within forty-five (45) days after return of the Agreement to Us.

IN NEVADA: The obligations of the Provider under this Agreement are insured under a reimbursement insurance policy issued by
Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604. No claim incurred or paid shall be deducted from the
amount of Your cancellation refund. We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not
paid or credited within forty-five (45) days after return of the Agreement to Us. If We are unable to repair Your Product, replacement
of Your covered Product will be provided for with a store voucher or check equal to the original purchase price of the covered
Product. Refund of the original Product purchase price will fulfill this Agreement in its entirety and will cancel and discharge all further
obligations under this Agreement. With respect to each Product covered under this Agreement, Our liability is limited to the original
retail purchase price You paid for such Product. We may not cancel this Agreement once it has been in effect for seventy (70) days,
except under the following conditions: failure by You to pay the Agreement purchase price; the conviction of You of a crime which
results in an increase in the Service required under the Agreement; fraud or material misrepresentation by You in purchasing the
Agreement or obtaining Service; the discovery of an act or omission, or a violation of any condition of the Agreement by You which
substantially and materially increases the Service required under the Agreement; or a material change in the nature or extent of the
Service required under the Agreement which occurs after the purchase of the Agreement and substantially and materially increases
the Service required beyond that contemplated at the time of purchase. If We cancel the Agreement, the cancellation will not
become effective until at least fifteen (15) days after We mail You a notice of cancellation and You will be refunded the unearned pro
rata purchase price of the Agreement. This Agreement is not renewable. We consider the purchase price set forth in your invoice or
order confirmation to be part of this Agreement. If You are not satisfied with the manner in which We are handling Your claim, You
may contact the Nevada Division of Insurance toll free at 1-888-872-3234.

WAITING PERIOD: WHEN SERVICE 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.

IN NEW HAMPSHIRE: In the event You do not receive satisfaction under this Plan, You may contact the New Hampshire Insurance
Department at 21 South Fruit Street, Suite 14, Concord NH 03301, (800) 852-3416.

IN NEW JERSEY: You expressly agree that the limitation of liability in Section 12 of Part 1 of this Agreement is intended to be as
broad and inclusive as is permitted by the law of the State of New Jersey and that if any portion thereof is held invalid, it is agreed
that the balance shall, notwithstanding, continue in full force and effect. Notwithstanding any language in Section 12 to the contrary,
Lenovo agrees that the limitation on liability for actions under or related to this Agreement will not apply to claims brought by New
Jersey consumers for damages caused by Lenovo’s intentional, reckless or grossly negligent conduct. If one or more other
provisions of this Agreement are deemed to be illegal or unenforceable under New Jersey law, the remainder of this Agreement shall
be unaffected and shall continue to be fully valid, binding and enforceable to the fullest extent permitted by law.

IN NEW MEXICO: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited
within forty-five (45) days after return of the Agreement to Us. We may not cancel this Agreement once it has been in effect for
seventy (70) days, except under the following conditions: (a) failure to pay the Agreement purchase price; (b) the conviction of You
of a crime which results in an increase in the Service required under the Agreement; (c) fraud or material misrepresentation by You
in purchasing the Agreement or obtaining Service; (d) or the discovery of an act or omission, or a violation of any condition of the
Agreement by You which substantially and materially increases the Service required under the Agreement. If We cancel, You will
receive a refund equal to the unearned pro rata purchase price less the cost of any repairs made.

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IN NEW YORK: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited
within thirty (30) days after return of the Agreement to Us. Obligations of the Provider under this Agreement are insured under a
service contract reimbursement insurance policy. If the Provider fails to pay or provide service on a claim within sixty (60) days after
proof of loss has been filed, You are entitled to make a claim directly against the insurer under the service contract reimbursement
insurance policy. The Insurer is Virginia Surety Company, Inc. located at 175 West Jackson, Chicago, IL 60604: 1-800-209-6206.
The terms of the manufacturer’s warranty and any applicable extended warranty related to the Product are hereby incorporated by
reference into this Agreement and are a part of this Agreement. Article 79 of the New York Insurance Law applies to the
manufacturer’s warranty and any extended warranty incorporated by reference into this Agreement. If there is a conflict between the
manufacturer’s warranty or extended warranty incorporated by reference into this Agreement, this Agreement shall govern. The date
and cost of this Agreement are as set forth in Your Invoice. If no claim has been made under this Agreement and You cancel this
Agreement during the period specified in this Agreement, this Agreement shall be void and You shall be entitled to a full refund of the
cost hereof.

IN NORTH CAROLINA: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or
credited within forty-five (45) days after return of the Agreement to Us. The obligations of the Provider under this Agreement are
backed by the full faith and credit of Lenovo.

IN OHIO: The obligations of the Provider under this Agreement are insured under a reimbursement insurance policy issued by
Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604. In the event that the Provider ceases to operate, is
bankrupt, or Your claim is not paid within sixty (60) days after proof of loss has been filed, You may file a direct claim with Virginia
Surety Company, Inc. To do so, please call the following toll-free number for instructions: 1-800-209-6206.

IN OKLAHOMA: The Cancellation provision of Your Agreement is deleted in its entirety and replaced by the following: If You cancel
the Agreement, You shall receive a refund equal to ninety percent (90%) of the unearned pro rata purchase price. If We cancel the
Agreement, You shall receive a refund equal to one hundred percent (100%) of the unearned pro rata purchase price of the
Agreement. No claim incurred or paid shall be deducted from the amount of Your cancellation refund.

IN OREGON: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited within
forty-five (45) days after return of the Agreement to Us. The obligations of the Provider under this Agreement are insured under a
reimbursement insurance policy issued by Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604. In the event that
the Provider ceases to operate, is bankrupt, or Your claim is not paid within sixty (60) days after proof of loss has been filed, You
may file a direct claim with Virginia Surety Company, Inc. To do so, please call the following toll-free number for instructions: 1-800-
209-6206.

IN SOUTH CAROLINA: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or
credited within forty-five (45) days after return of the Agreement to Us. Prior notice is not required pursuant to Section 10 of Part 1 of
Your Agreement if the reason for our Withdrawal is nonpayment of the Provider fee or a material misrepresentation by You relating
to the covered property or its use, or a substantial breach of Your duties relating to the covered product or its use. If You have a
question, a complaint or Your claim is not handled in a timely manner, You may contact the South Carolina Department of Insurance,
P. O. Box 100105, Columbia, South Carolina, 29202-3105, Telephone (800) 768-3467. The obligations of the Provider under this
Agreement are backed by the full faith and credit of Lenovo.

IN TEXAS: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited within
forty-five (45) days after return of the Agreement to Us. Prior notice is not required pursuant to Section 10 of Part 1 of Your
Agreement if the reason for our Withdrawal is nonpayment of the Provider fee or a material misrepresentation by You relating to the
covered property or it’s use, or a substantial breach of Your duties relating to the covered Product or its use. If You have a question
or complaint, You may contact the Texas Department of Licensing and Regulations, P. O. Box 12157, Austin, Texas 78711, (800)
803-9202 or (512) 463-6599. The obligations of the Provider under this Agreement are backed by the full faith and credit of Lenovo.
The service contract provider license number for Lenovo in TX is 617.

IN UTAH: Coverage afforded under the Agreement is not guaranteed by the Property and Casualty Guaranty Association. We can
cancel this Agreement during the first sixty (60) days of an annual term by mailing to You a notice of cancellation at least thirty (30)
days prior to the effective date of cancellation except that We can also cancel this Agreement during such time period for
nonpayment of premium by mailing You a notice of cancellation at least thirty (30) days prior to the effective date of cancellation.
After sixty (60) days have elapsed, We may cancel this Agreement by mailing a cancellation notice to You at least thirty (30) days
prior to the effective date of cancellation for cancellations due to any of the following reasons: (a) nonpayment of premium; (b)
material misrepresentation; (c) substantial change in the risk assumed, unless We should reasonably have foreseen the change or
contemplated the risk when entering into the Agreement; or (d) substantial breach of contractual duties, conditions, or warranties.
This Agreement does not have a deductible. The obligations of the Provider under this Agreement are insured under a
reimbursement insurance policy issued by Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604. This Agreement
is subject to limited regulation by the Utah Insurance Department. To file a complaint, contact the Utah Insurance Department.

IN VERMONT: The obligations of the Provider under this Agreement are insured under a reimbursement insurance policy issued by
Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604.

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IN VIRGINIA: The obligations of the Provider under this Agreement are insured under a reimbursement insurance policy issued by
Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604. If any promise made in this Agreement has been denied or
has not been honored within 60 days after Your request, You may contact the Virginia Department of Agriculture and Consumer
Services, Office of Charitable and Regulatory Programs at www.vdacs.virginia.gov/food-extended-service-contract-providers.shtml to
file a complaint.

IN WASHINGTON: The “Definitions” Section is deleted in its entirety and replaced with the following: “In Washington “We", "Us",
"Our" and “Obligor”, means ServicePlan, Inc., 175 W. Jackson, 11th Floor, Chicago, IL. 60604.” Obligations of the Obligor under this
Agreement are backed by the full faith and credit of the Obligor.” We will pay a penalty of 10% of the Agreement purchase price per
month on a refund that is not paid or credited within forty-five (45) days after return of the Agreement to Us. In the event We cancel
the Agreement, We will mail a written notice to You at Your last known address at least twenty-one (21) days prior to cancellation
which shall state the effective date of cancellation and the reason for cancellation.

IN WISCONSIN: We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or credited
within forty-five (45) days after return of the Agreement to Us. This Agreement is subject to limited regulation by the Office of the
Commissioner of Insurance of the State of Wisconsin.

IN WYOMING: The obligations of the Provider under this Agreement are insured under a reimbursement insurance policy issued by
Virginia Surety Company, Inc., 175 W. Jackson Blvd., Chicago, IL 60604. In the event that the Provider ceases to operate, is bankrupt,
or Your claim is not paid within sixty (60) days after proof of loss has been filed, You may file a direct claim with Virginia Surety
Company, Inc. To do so, please call the following toll-free number for instructions: 1-800-209-6206. The Cancellation provision of Your
Agreement is updated to include the following “We shall mail a written notice to You at the last known address contained in Our records
at least ten (10) days prior to cancellation.” Section 13(C) of Part I of Your Agreement is deleted in its entirety and replaced by the
following “Neither of us will bring a legal action arising out of or related to this Agreement or a Service more than four (4) years after
the cause of action arose unless otherwise provided by applicable law without the possibility of waiver by contract.” Prior notice is not
required pursuant to Section 10 of Part 1 of Your Agreement if the reason for Our withdrawal is nonpayment of the Provider fee or a
material misrepresentation by You relating to the covered property or its use, or a substantial breach of Your duties relating to the
covered Product or its use. We will pay a penalty of 10% of the Agreement purchase price per month on a refund that is not paid or
credited within forty-five (45) days after return of the Agreement to Us.

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