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 (‘Depot’). 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 Depot. 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 Jan-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 Jan-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

PCDSA Jan-2024 Page 5

 repairs equals the price paid for the product. If Lenovo determines that the cost of the ADP claim exceeds the price of the
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 Jan-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) Where required, coordinate or implement On-site Service NBD (for systems only); or
h) Support for preliminary network connectivity requests (for systems only);
i) Where required, coordinate or implement Product Exchange Service NBD (for monitors only); and
j) Online support to Lenovo support forums.

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.

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

PCDSA Jan-2024 Page 7

 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 4 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;
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;

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 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 Jan-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 Jan-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.

PCDSA Jan-2024 Page 11

 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

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
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.

PCDSA Jan-2024 Page 12

 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
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

PCDSA Jan-2024 Page 13

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.

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

PCDSA Jan-2024 Page 14

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)

B. Provision Now Advanced –

a. RTP Plus

PCDSA Jan-2024 Page 15

 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
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. Premium Care Or Legion Ultimate Support

N.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. Details of the service are set out below, and country-
specific variations are in the attached schedule at Part 2: Country Specific Terms. 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 O.1(g), and Android tablets)

PCDSA Jan-2024 Page 16

 g) Depot Service Repair

N.2 Warranty Incident Resolution – On-site Service

h) 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
i) Onsite Labour is available in locations that are reachable by public transportation (excludes off-shore islands),
or other areas as may be approved by Lenovo 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 call center after 4:00pm local cut off time will require
an additional day (N2BD) to dispatch a service provider technician – please see the country specific terms for
variations in business hours. 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.
a) NBD On-site Services:

(i) is available only on selected models of Lenovo products;

(ii) will be provided between Monday to Friday, 9am – 6pm (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.

Please note that this service is not available in Korea.

N.3 Warrantable Incident Resolution – Android Tablet Support via Courier/Depot

Post completion of Premium Care call center troubleshooting, if required (as determined by Lenovo), Lenovo will:
(i) Provide a courier pick up and return service to your registered location to address your Warrantable Incident;
(ii) Lenovo may pick up, repair and return of your Android Tablet if the machine needs hardware repair service under
limited warranty. All expenses of delivery will be borne by Lenovo;
(iii) For the avoidance of doubt, onsite repair support does NOT apply to Android Tablets. Please note this service is
not available in Indonesia.

N.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.

N.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:

b) 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);
c) Lenovo’s advance technical support agent acting as a single point of contact to facilitate communication between You and
the OEM;
d) 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;
e) It is a pre-condition to this service that You must have all necessary license and support agreements in place with the OEM;
f) Lenovo excludes any and all responsibility or liability for the performance of the OEM’s software, products or services;
g) Lenovo does not warrant that any issue will be resolved; and
h) 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.

N.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

PCDSA Jan-2024 Page 17

 for such non-Lenovo branded software.

i. Preloaded applications
1. Windows® OS
2. Lenovo™ SHAREit
3. Lenovo OneKey™ Recovery
4. Lenovo REACHit
5. Lenovo Companion
6. Lenovo Solution center
7. Lenovo Utility
8. Lenovo APP Explorer
9. Lenovo Photo Master
10. Lenovo WRITEit (Pen)
11. Lenovo Onekey Recovery

ii. 3rd Party Software (if license is available)

1. Adobe® Acrobat® standard
2. Power DVD / Power 2 GO
3. Drop box (basics only)
4. McAfee Live Safe
5. MS Office
6. Norton Anti-Virus
7. Norton – Internet Security
8. Skype
9. Intel 3D real sense (if pre-loaded by Lenovo)
10. MS Office 365

b. Getting Started Assistance

Box to Boot support, device setup assistance over the phone
i. Software Installation:
1. Install software
2. Setup internet browser
3. Configure email services
4. Install and configure anti-virus software on system
5. Check to ensure your system is compatible with software to be installed
6. Perform necessary software updates to ensure your Lenovo installed software’s are current
7. Create desktop, start menu and quick launch bar shortcuts that will help you access the application quicker

ii. Connect Lenovo Device to Network:

1. Connect up to 4 devices to your wireless network. Devices may include systems, tablets, smart phones, game
consoles, printers or storage devices
2. Ensure your new devices are visible and accessible through the network
3. Configure network security settings and confirm ISP Internet connection

iii. Other Helpful Actions:

1. Lenovo product support and Warranty information
2. Help guide on Registration process
3. Hot Fix and patch assistance
4. Basic “How To” or feature definition questions

c. Annual System Health Check

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

i. Perform a step by step check with our proprietary tune-up tool

ii. Optimize operating system settings and features to industry benchmarks
iii. Calibrate memory management
iv. Retrieve valuable hard drive free space
v. Optimize internet & browser settings
vi. Schedule defragmentation and bad sector checks
vii. Update critical Windows files and service packs and enable automatic updates to keep your system healthy
viii. 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.

PCDSA Jan-2024 Page 18

 d. 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 O(in some country versions of this agreement can be found at Part 2 Section 1)
c) Accidental Damage Protection (“ADP”) - Section 6.3 C
d) Sealed Battery - Section 6.2 C
e) Lenovo Migration Assistant You can find the terms and conditions for this service as part of the Vantage Platform.
f) 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.
g) 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.
They will be assessed, and issues resolved by specialist teams at an external service center under our Expedited Courier service. 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.

O. 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.

PCDSA Jan-2024 Page 19

 P. 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.

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.

Q. 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 Q.
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
Q.
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.

PCDSA Jan-2024 Page 20

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.

4. Accessing Support
a. To initiate a Support request IT staff, school administrators, teachers and students of the Purchasing Entity must call Lenovo
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
Education Support webpage.
ii. To raise an eTicket Purchasing Entity must click the ‘Submit Edu eTicket’ tile on the Lenovo Education Support
webpage.
b. Lenovo 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.

7 Lenovo Business Partners

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

PCDSA Jan-2024 Page 21

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.
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.

PCDSA Jan-2024 Page 22

 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 Jan-2024 Page 23

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

ATTACHMENT – (APAC REGIONS) – ENGLISH LANGUAGE

To be added to S6.3 Advance Exchange: Visuals

The following is added for this section for the applicability of the service as it relates to monitors only, for the areas of:
Singapore, Hong Kong, Thailand, Malaysia, Korea, Taiwan, Vietnam, Philippines, Indonesia.

If you have purchased Lenovo’s Advance Exchange Service, you will be entitled to expedited replacement of your monitor.

The process: after placing a service request, you shall remove the defective monitor in advance. Your replacement monitor
will be delivered by Lenovo’s chosen transportation provider in secure packaging. You must pack the defective monitor and
stand in the same packaging box and return it to the transportation provider at the same time. We ask you not to send your
cables to Lenovo – if you send your cables despite these terms Lenovo is not responsible for their replacement or to provide
compatible cables for your computer connection and these may need to be replaced at your expense.

The replacement monitor: you will receive a replacement monitor which will be in good working condition. The product might
not necessarily be new and may not have the exact same pixel or graphic quality. If the original product is no longer
available, Lenovo will replace with the closest version available which may be a higher spec or a larger monitor size. You
acknowledge that in providing your monitor to Lenovo, Lenovo may use your original monitor, once repaired, for another
customer as a replacement.

Your responsibilities: you are responsible for the installation of the replacement monitor. You acknowledge you will not
receive your exact monitor and so any individual personalization’s or customizations of the monitor will be lost and removed
by us (such as stickers, name badges).

While your desktop saved items should not be affected by the new monitor, items may look visually different when the new
monitor is installed. We always recommend a backup of important files outside of local device storage for best practice.

Exclusions – Lenovo will have no responsibilities for defects in monitors reasonably determined by Lenovo to have
been caused by Customer (“Customer Induced Damage”). Customer-induced damage includes the following:

(i) Failure or damage resulting from misuse, abuse, accident, modification, unsuitable physical or operating
environment, power surges, improper maintenance, or use not in accordance with product information guide;
(ii) Damage caused by a non-authorized service provider or self-repair;
(iii) Products or parts with an altered identification label or from which the identification label has been removed.

Timing: our service provides a replacement monitor in 2~3 business days within capital cities depending upon:
Customer zip code and location; replacement monitor stock availability; customer availability for delivery of
replacement monitor and collection of defective monitor; subject to Government rule changes; supportive weather
conditions; transport delays; provided the request has been made and logged before 4pm cut off time.

HONG KONG
6.2.D.8 On-Site Service – 4-hour Response (Business Hours)
The following is added to this Section:
This Service is subject to availability of service parts and support call received before 2pm.

Premium Care section N.1:

Availability of Service Hours: HK: 09:00-24:00 (Mon-Fri), 09:00 – 13:00 (Sat) (excluding national public holidays).
Onsite NBD Support: Call Centre troubleshooting to be complete before 4:30pm (HKST).

13. General
The following is added to this Section:
Subject to the rights provided to Lenovo’s affiliates as provided elsewhere in this Agreement, a person who is not a party to
thisAgreement shall have no right under the Contracts (Right of Third Parties) Ordinance (Cap. 623) to enforce any of its
terms.

PCDSA Jan-2024 Page 24

 TAIWAN
6.2.D.8 On-Site Service – 4-hour Response (Business Hours): On-Site Service
The following is added to this Section:
This Service is subject to availability of service parts and support call received before 2pm.

Premium Care section N.1:

The Premium Care Call Centre is available 09:00-24:00 (Mon-Fri), 09:00 – 13:00 (Sat) (excluding national public holidays).
Onsite NBD Support: Call Centre troubleshooting to be complete before 4:30pm.
Onsite labour available in Taipei and New Taipei City.

13. General
The following is added to this Section:
You declare that you have been provided with the statutory review period and informed of the subsequent registration
andactivation upon the purchase of a service and have reviewed the terms and conditions of the Agreement.

Important Notice – Consumer Protection Act

重要說明 – 消費者保護法

THESE TERMS AND CONDITIONS GIVE YOU SPECIFIC LEGAL RIGHTS. YOU ALSO HAVE OTHER RIGHTS AT LAW,
INCLUDING UNDER THE TAIWAN CONSUMER PROTECTION ACT. NOTHING IN THIS WARRANTY AFFECTS STATUTORY
RIGHTS OR RIGHTS AT LAW, INCLUDING RIGHTS THAT CANNOT BE WAIVED OR LIMITED BY CONTRACT.
本條款賦予台端特定法律上之權利。台端亦有其他法律上之權利，包括台灣消費者保護法。本保固並不影響台端之法定或法律上之權
利，包括不得以契約拋棄或限制之權利。

You hereby confirm that You have been offered by Lenovo with a reasonable period to review these terms and conditions, and
have carefully reviewed the terms and conditions before the agreement of the same.
台端茲確認聯想業提供合理期間供台端審閱本條款，並於同意該等條款前已仔細審閱其內容。

INDIA
6.2.A Warranty Extension
The following is added to this Section:
Warranty Period for all Lenovo batteries, stylus, and digitizer pens shipped along with notebook or tablet products is limited
to 12 months. Any Extended Warranty which is purchased for notebook and tablet unit will not apply to aforesaid products
unless otherwise specified. This means that Lenovo will provide warranty service without charge for batteries, stylus, and
digitizer pensduring the 12 months of the warranty period. Any subsequent repair or replacement thereafter will be on
chargeable basis.

Warranty Period for external keyboard and external mice shipped along with Idea and Lenovo branded desktop and All-in-
One(excluding Think branded products) is limited to 12 months. Any Extended Warranty which is purchased for Idea and
Lenovo branded desktop and All-in-One units will not apply to aforesaid products unless otherwise specified. This means
that Lenovo will provide warranty service without charge for keyboard and mice during the first 12 months of the warranty
period. Any subsequent repair or replacement thereafter will be on chargeable basis.

Warranty service may not be available in all locations and may differ from location to location.

For accessories, be sure to retain your proof of purchase and packing material. They might be required to receive warranty
servicefrom the Lenovo Authorized Service Partner.

6.4 N: Premium Care Plus additional clarification: Lenovo’s Premium Care plus component services (Accidental
Damage Protection, Sealed Battery, or other updates as applicable) will remain available to buy on an ‘a la carte’
separate basis in addition to the comprehensive service package.

PCDSA Jan-2024 Page 25

6.3.C Accidental Damage Protection (“ADP”)
The following shall be added to this Section:
The following section is applicable for Idea and Lenovo Branded Notebook and Tablet products (Excluding Think
Branded Products)

Limitation of Claims: This agreement entitles you to avail a maximum of one accidental repair claim per Service policy
year. Policy Period starts from the date of notebook or tablet purchase as reflected in your invoice. If your notebook or
tablet Productis repaired under this Agreement during a policy year, your Product is not eligible for another repair of same
or a different issueunder this Agreement during the same policy year. Single replacement will be done with a configured
system which is comparable to the configured system in the Product, during the lifecycle of the Product under this Service
only if system is beyond economic repair. If system is replaced, you will have the option to purchase new Service coverage
for that system, if desired. The coverage for the original machine ceases when a replacement is provided.

Please refer to the detailed Accidental Damage Protection policy for India available on the website

www.support.lenovo.com/in/enThe following shall replace Subsection (i), (ii) and (iii) of “This Service does not cover the

following:” (e) in their entirety:

i. Damage from abuse, misuse, unauthorized modification, unsuitable physical or operating environments, tampering,
improper maintenance by anyone other than Lenovo-authorized service providers, removal of original parts or
alterationof 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 damage caused by animals, including all types of pets and/or pests, such as but not limited to
licking, biting,chewing and scratching; or
iii. Theft, loss or damage due to road accident, fire, rain, flood, or natural disaster, war, terrorism or acts of God.

13. General
The following replaces Section 13(K) in its entirety:
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 law. After such time limit, any
legalaction 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.

14. Geographic Scope and Governing Law

The following replaces this Section in its entirety:
This Agreement shall be governed by and interpreted in accordance with the laws of India, without regard to its or any other
jurisdiction’s conflicts of laws principles. All claims or disputes arising out of or in connection with this Agreement shall be
heard exclusively by a court located in Bangalore, Karnataka.

INDONESIA
All services in this document including but not limited to Premium Care Plus, insofar as they attach or relate to Android Tablets,
are not applicable in Indonesia.
Premium Care section N.1:
Call Centre Availability is 24/7 including public holidays.
Onsite NBD Support: Call Centre troubleshooting to be complete before 3:00pm

13. General
The following is added to this Section:
(i) The parties hereby waive the provisions of Article 1266 of the Indonesian Civil Code to the extent such provision
requires acourt pronouncement for unilateral termination of this Agreement.
(ii) All notices, requests, reports or other communications shall be made in English language.
(a) In the event of any inconsistency or different interpretation between the Indonesian language version and the English
language version, the Indonesian language version is deemed to be automatically amended (with effect from the date of
theexecution of the English language version) to make the relevant part of the Indonesian language version consistent
with therelevant part of the English language version
(b) Each party (i) acknowledges that, with its agreement, this Agreement has been predominantly negotiated in the English
language; (ii) represents that it has read and fully understands the contents and consequences of this Agreement; (iii)
represents that it has made and entered into this Agreement freely and without duress and (iv) represents that it has
receivedindependent legal advice with regard to this Agreement.

PCDSA Jan-2024 Page 26

 14. Geographic Scope and Governing Law
The following replaces this Section in its entirety:
This Agreement shall be governed by and interpreted in accordance with the laws of the Republic of Indonesia, without regard
toits or any other jurisdiction’s conflicts of laws principles. All claims or disputes arising out of or in connection with this
Agreement shall be heard exclusively by and in accordance with arbitration rules of the Indonesian National Board of
Arbitration ("BANI") ("Rules"). To that end, each party irrevocably consents to the exclusive jurisdiction of, and venue in, such
arbitration, and waives any: (i) objection it may have to any proceedings brought in any such arbitration, (ii) claim that the
proceedings have been broughtin an inconvenient forum, and (iii) right to object (with respect to such proceedings) that such
arbitration does not have jurisdictionover such party. Without limiting the generality of the forgoing, each party specifically and
irrevocably consents to personal and subject matter jurisdiction for such claims or disputes in BANI, and to the service of
process in connection with any such claim or dispute by the mailing thereof by registered or certified mail, postage prepaid such
party, at the address set forth in, or designatedpursuant to, this Agreement. To the fullest extent permitted by law, each party
hereby expressly waives (on behalf of itself and onbehalf of any person or entity claiming through such party) any right to a trial
by jury in any action, suit, proceeding, or counterclaimof any kind arising out of or in any manner connected with this Agreement
or the subject matter hereof. The arbitration must be conducted in Jakarta at the facilities of BANI by three arbitrators appointed
in accordance with the Rules. Any notice of arbitration,response or other communication given to or by a party to the arbitration
will be given and deemed to have been received as provided in the Rules. The costs of the arbitration will be determined and
paid by the parties to the arbitration as provided in the Rules. Each party hereby renounces any right it may otherwise have
to appeal or seek relief from the award or any decision of the arbitrators contained therein and agrees that, in accordance with
Article 60 of Law No. 30 of 1999 of the Republic of Indonesiaon Arbitration and Alternative Dispute Resolution ("Arbitration
Law"), no party shall appeal to any court from the award or decisionof the arbitrators contained therein.

MALAYSIA

Premium Care section N.1:

Call Centre Availability is 24/7 including public holidays.
Onsite NBD Support: Call Centre troubleshooting to be complete before 3:00pm

13. General
The following is added to this Section:
You may make inquiries or complaints, and access or correct such information or limit the processing of personal data by
contacting the Data Privacy Officer via telephone at +603 7710 9012 or via e-mail at Lenovomy@lenovo.com. Note that it will
benecessary for Lenovo of which it is a part to process such information in connection with this Agreement and the products
or Services, without which Lenovo will not be able to carry out its performance of this Agreement. You represent and warrant
that the consent of individuals whose information you have disclosed to Lenovo of which it is a part have been sufficiently
obtained toallow Lenovo of which it is a part to process the same for purposes relating to this Agreement and the products or
Services.

AUSTRALIA
6.3.E. Premier Support
The following is added to this Section:

Lenovo and Third-Party Software Support. Lenovo will provide direct telephone support for installation and basic usage
problems for core software applications on the supported core software list found at www.lenovo.com/prioritysupport. If
Lenovo determines the performance of your product is related to a third-party software application on the collaborative support
software list found at www.lenovo.com/prioritysupport, Lenovo will recommend you contact the third party software supplier
and provide a contact number if possible. The service provided by Lenovo under this section is limited to as described above.
To the extent permitted by law, Lenovo is not responsible for third-party software or the acts or omissions of any software
supplier.

11. Warranty of Services

The following replaces this Section in its entirety:
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
THE BENEFITS GIVEN BY THIS AGREEMENT ARE IN ADDITION TO YOUR RIGHTS AND REMEDIES AT LAW,
INCLUDING THOSE UNDER THE AUSTRALIAN CONSUMER LAW. NOTHING IN THIS AGREEMENT AFFECTS
STATUTORY RIGHTS OR RIGHTS AT LAW, INCLUDING RIGHTS THAT CANNOT BE WAIVED OR LIMITED BY
CONTRACT.

PCDSA Jan-2024 Page 27

 We are required by the Australian Consumer Law to include the following statement:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures
with the service, you are entitled:
• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service
doesnot amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are
entitledto a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are
also entitledto be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

12. Limitation of Liability

The following replaces this Section in its entirety:
To the extent permitted by law, Lenovo is responsible for loss or damage to your product only while it is in the Service
Provider'spossession or in transit (where the Service Provider is responsible for the transportation).
To the extent permitted by law, neither Lenovo nor the Service Provider is responsible for loss or disclosure of any data,
includingconfidential information, proprietary information, or personal information, contained in a product.
TO THE EXTENT PERMITTED BY LAW, UNDER NO CIRCUMSTANCES SHALL LENOVO, ITS AFFILIATES,
SUPPLIERS, RESELLERS, OR SERVICE PROVIDERS BE LIABLE FOR ANY OF THE FOLLOWING EVEN IF INFORMED
OF THEIR POSSIBILITY AND REGARDLESS OF WHETHER THE CLAIM IS BASED IN CONTRACT, WARRANTY,
NEGLIGENCE, STRICT LIABILITY OR OTHER THEORY OF LIABILITY: 1) THIRD PARTY CLAIMS AGAINST YOU FOR
DAMAGES; 2) LOSS, DAMAGE OR DISCLOSURE OF YOUR DATA; 3) SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT
OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, BUSINESS REVENUE,
GOODWILL OR ANTICIPATED SAVINGS. IN NO CASE SHALL THE TOTAL LIABILITY OF LENOVO, ITS AFFILIATES,
SUPPLIERS, RESELLERS OR SERVICE PROVIDERS FOR DAMAGES FROM ANY CAUSE EXCEED THE AMOUNT OF
ACTUAL DIRECT DAMAGES, NOT TO EXCEED THE AMOUNT PAID FOR THE PRODUCT.
THE FOREGOING LIMITATIONS DO NOT APPLY TO DAMAGES FOR BODILY INJURY (INCLUDING DEATH), DAMAGE
TOREAL PROPERTY OR DAMAGE TO TANGIBLE PERSONAL PROPERTY FOR WHICH LENOVO IS LIABLE UNDER
LAW.

13. General
The following is added to this Section:
Use of Personal Contact Information. If you obtain service under this agreement, your contact information, including name,
phone numbers, address, and e-mail address may be collected by Lenovo from you directly or from our authorized service
providers and used in connection with performing services. We may also contact you to inquire about your satisfaction with
our service or to notify you about any product recalls or safety issues. In accomplishing these purposes, we may provide your
information to a third party or related entity we use to support us in providing the service. These third parties and related
entities may be located outside Australia. The relevant countries change from time to time (eg, as we change our third party
support arrangements) and it is not practicable to list those countries here. We require all parties to whom we disclose your
contact information to only use that information for the purpose of supporting us to provide the service and to take appropriate
steps to protect your contact information from unauthorized use or disclosure. We may also disclose your contact information
where required or permitted by law. Lenovo’s privacy policy is available at http://www.lenovo.com/privacy/au/en/. Our policy
contains details about our process for managing any queries or complaints regarding handling personal information.
Lenovo will be unable to provide its services if you refuse to provide your information or do not wish us to provide your
informationto parties we use to provide the service. You have the right to access your personal contact information and request
correction ofany errors in it pursuant to the Privacy Act 1988 by contacting Lenovo.

NEW ZEALAND
11. Warranty of Services
The following is added to this Section:
The warranty specified in this section is in addition to any rights Customer may have under the Consumer Guarantees Act
1993 or other legislation which cannot be excluded or limited. The Consumer Guarantees Act 1993 will not apply in respect
of any goods or services which Lenovo provides, if Customer require the goods or services for the purposes of a business as
defined inthat Act.
12. Limitation of Liability
The following is added to this Section:
Where Products or Services are not acquired for the purposes of a business as defined in the Consumer Guarantees Act
1993, the limitations in this section are subject to the limitations in that Act.

PCDSA Jan-2024 Page 28

 13. General
The following is added to this Section:
Use of Personal Information. Lenovo will not be able to perform our service under this warranty if you refuse to provide your
information or do not wish us to transfer your information to our agent or contractor. You have the right to access your personal
information and request correction of any errors in it pursuant to the Privacy Act 1993 by contacting Lenovo (Australia & New
Zealand) Pty Limited ABN 70 112 394 411. Address: Level 4, 12 Help Street, Chatswood NSW 2057. Telephone: +61 2
8003
8200. Email:lensyd_au@lenovo.com

AUSTRALIA AND NEW ZEALAND

6.3 Other Services Offerings

The following is added to this Section:

I.2 ISE Accidental Damage Protection

Australia & New Zealand is excluded from ISE Accidental Damage Protection.

I. Lenovo Accidental Damage Insurance

Lenovo Accidental Damage Insurance is available in Australia and New Zealand. Below is a product disclosure statement
required by law and prepared on 5 November 2014. Capitalized terms below have the same meaning as the ones defined in
the applicable separate insurance policy. Please contact Lenovo representative for the applicable insurance policybefore you
purchase this Service.

PURPOSE
The purpose of this PDS is to give You the information You require to make an informed decision about whether or not to
purchase the Lenovo Accidental Damage Insurance. To assist You in understanding the Cover provided by the Policy, this
PDS details the significant features of the Policy, including the Policy’s benefits, risks and information about how the
insurance premium is calculated. The information is general and does not take account of Your individual needs.
This PDS in addition to the Policy Schedule, forms Your contract of insurance with Us. Provided You have paid the
premium,We will insure You during the Period of Cover subject to the terms and conditions set out in this PDS. Before
deciding to purchase this Policy, You should read this PDS carefully to understand the extent of Cover provided by this
Policy and its limitations.
Capitalised terms and expressions used in this PDS have the meanings given to them at the beginning of the Policy Wording
inSection 2.

I.1 WHO IS THE INSURER?

This insurance Policy is underwritten and issued by Virginia Surety Company, Inc. (ARBN 080 339 957) (VSC) of Level 2,
693Burke Road, Camberwell VIC 3124. In this PDS, the Insurer is called ‘We’, ‘Us’ or ‘Our’. We hold an Australian
Financial Services Licence (number 245579). You can contact Us:
• by phone on 1300 654 665
• by writing to Us at PO Box 246, Balwyn VIC 3103
• by emailing Us at vscau@thewarrantygroup.com

Lenovo (Australia & New Zealand) Pty Ltd (ABN 70 112 394 411) (Lenovo) arranges for the issuance of the Policy and
performsrepair functions on Our behalf. Lenovo acts as an authorised representative for us. In effecting this insurance
Policy, the selling agent is acting as Our agent, and not as Your agent. The selling agent will receive payment for effecting
this Policy on Our behalf, please refer to the Financial Services Guide for details.
The Warranty Group Australasia Pty Ltd (The Warranty Group) (ABN 37 005 004 446) performs claims and administrative
Policyfunctions on Our behalf.

I.2 ELIGIBILITY
Please Note: Lenovo Accidental Damage Insurance is only available when purchased with the following LenovoProducts:
notebooks, tablet device, mobile workstation, desktop or fixed workstation from Lenovo or an approved Lenovo reseller.
Cover will need to be purchased for each Product You wish to protect.
When Lenovo Accidental Damage Protection Insurance is purchased for a Lenovo Product, the Original Purchase Price of the
individual Lenovo Product must not exceed $7,500.

PCDSA Jan-2024 Page 29

 I.3 FEATURES AND BENEFITS OF THE POLICY
The Policy is an insurance policy with the following significant features and benefits:
A. Accidental Damage Insurance
If the insured Product suffers Accidental Damage, during the Period of Cover, We will repair or replace the Product
subject to the applicable Excess, Policy terms and conditions. The decision to repair or replace the unit lies solely with
Us and Lenovo. If the Product is repaired it may be repaired with new or used parts. Any replaced parts will have the
same functionality as theoriginal part/s. If Lenovo decides that the Product needs to be Document ID: LENO AD AUS
1014/003 Page 6 of 13 replaced, then We will provide a Replacement Product that may be new or reconditioned. The
Replacement Product will have the same functionality as the original Product.
The Policy provides for a maximum of two repair claims per policy year and one whole system unit replacement claim per
Policy year.
B. PERIOD OF COVER
You are able to select the length of time You wish to protect Your Product from Accidental Damage. The Cover periods
available to You are; one, two, three or four years.
C. PRODUCTS INCLUDED / COMPONENTS EXCLUDED
This Cover is for hardware only. Accidental Damage Insurance does not cover any damage (including without limitation
virus-inflicted damage) to software preloaded on, purchased with or otherwise loaded on the Product.
The Policy does not cover externally-attached devices, components, cases, television monitor, wall mounts or wiring
classified as ‘accessories’ or ‘consumables’ and not built in or on the base unit, such as light bulbs, memory disks or
disk, wire connections, AC adapters, carry cases or folios, stylus or digitizer pens, cradles, docking stations, port
replicators, external keyboards, printers, scanners, external drives, software, tapes, CDs, DVDs, film or other media,
external modems, external speakers, monitors, external mice, input/output devices, ceiling mount kit, disposable
memory devices, or any othercomponents not internal to the Product, or other parts/components requiring regular
maintenance.
Accidental Damage Insurance does not cover any software.
Only parts built in or on the base unit, including parts or accessories that are required for regular operation of the unit and
shipped at point of sale, such as internal central processing unit, integrated hard disk drive, integrated optical drive,
integratedkeyboard, integrated pointing devices, integrated LCD screen, replaceable sealed batteries, internal
components/switches, built-in buttons, card reader slot shipped with Your Insured Product are Covered.
In the event of a system or part replacement which may require access to an optical device and the customer has opted
outof an optical device, We reserves the right to decline service until the customer grants Lenovo access to an optical
device toenable support and serviceability.
D. SIGNIFICANT RISKS
You should be aware of the following risks associated with the Policy:
Disclosure Obligations: Failure to comply with disclosure obligations may have consequences in relation to the
Cover being provided or may affect a claim being paid. These consequences are outlined under ‘Your Duty of
Disclosure’ in thePolicy Wording.
Policy Coverage: Our liability under this Policy is excluded in certain circumstances and We will not be liable for
anyclaim if the following occurs:
• Fraud;
• Non-Disclosure;
• Non payment of premium; or
• Non payment of Excess.

Please Note: The above list is not intended to be all inclusive, rather an indication.
Variation to Your Cover: It is important that You notify Us of any change to Your circumstances, including if You change
Youraddress.
We reserve the right to obtain Our own assessment and valuation report in the event of any claim. Document ID: LENO AD
AUS1014/003 Page 7 of 13
WHAT IS THE COST?
The premium payable for Your insurance Policy will be shown on Your Policy Schedule. In setting premiums, a number of
factors are taken into consideration. These factors may include:
• term chosen;
• the level of Excess;
• the Repair Method; and
• the Original Purchase Price of the insured Product.

In the event that the premium is not received in full, within 30 days from the date of purchase, all cover will cease.

For further details please refer to the Cancellation section of the Product Disclosure Statement.
The premium will be calculated and provided to You at the time of purchase and will be detailed in the Policy Schedule.
Youmay also be required to pay one-off fees in the following circumstances:
• a Cancellation Fee on cancellation of the Policy;
• a Policy transfer fee; and
• an Excess on an accepted claim.

PCDSA Jan-2024 Page 30

 E. COOLING OFF PERIOD
We understand that all customer needs are different. Accordingly as part of this Policy We offer a 14 day cooling off
period from when receiving the Policy Schedule. If You should decide for any reason whatsoever that this Policy does
not suit Yourindividual needs, You may cancel this Policy and receive a full refund as long as no claims have been
lodged.
To cancel the Policy within the cooling off period and receive a full refund, please advise Us of Your request in
writing:by mail: Virginia Surety Company, Inc.
ADP Policy
AdminPO Box
246
Balwyn VIC 3103
by email: vscau@thewarrantygroup.com
To cancel Your Policy at other times, please refer to the ‘Cancellation’ section in the Policy Wording.

F. DISPUTE RESOLUTION
Should You have a concern relating to any area of Our business or Your Policy You may request that it be dealt with by
the supervisor or manager directly responsible for that area. If Your complaint is not resolved by the supervisor or manager,
Your complaint may then be referred to Our Internal Dispute Resolution Panel. You can contact Our Internal Dispute
ResolutionPanel:
• by emailing us at customerfeedback@thewarrantygroup.com; or
• by phone on 1300 654 611

We will respond to Your complaint in writing provided We have all the necessary information. If You are not satisfied with
theoutcome and the matter is not related to use of Your personal information, You may refer the matter to the Financial
Ombudsman Service (FOS). The FOS may be contacted:
• by phone on 1300 780 808 (local call fee applies);
• by fax on (03) 9613 6399;
• by writing to GPO Box 3, Melbourne VIC 3001;
• by emailing them at info@fos.org.au
• on the web http://www.fos.org.au
Document ID: LENO AD AUS 1014/003 Page 8
of 13
The FOS provides an independent service which will investigate Your complaint and provide a ruling at no cost to You.

THE GENERAL INSURANCE CODE OF PRACTICE Virginia Surety Company, Inc. adheres to the General Insurance
Code ofPractice (Code). The Code was developed with the objective of raising the standards of service and practices in
the insurance industry to a level that seeks to achieve total customer satisfaction. The Code aims to improve the quality of
policy documentation and information provided to consumers; employee and agent training; claims handling and dispute
resolution. Please contact Us if You would like to obtain Our brochure on the Code.

YOUR PRIVACY Virginia Surety Company, Inc. is bound by the Australian Privacy Act 1988. In order for Us to provide You
withInsurance We need to collect certain personal information about You. We collect personal information from You and
Our business partners and service providers in connection with the Insurance. Collection of Your personal information from
Our business partners and service providers usually occurs at the point of sale of the Insurance. If You do not provide Us
with this information Your application may not be processed or, We may not be able to administer claims or handle
inquiries in connection with the Insurance. The purposes for which We collect Your personal information are to provide the
Insurance, handle inquiries about the Insurance, for security checks to verify Your identity, to administer claims and related,
secondary or ancillary purposes. The personal information We collect may be disclosed to assessors, loss adjusters, and
other service providers who perform activities in connection with the purposes for which We collect, as well as companies
within The Warranty Group including Our companies in the UK, USA, Japan and New Zealand. In accordance with Our
Privacy Policy Youhave rights of access to, and correction of, Your personal information upon request. You also have the
right to complain about Our management of Your personal information, which is also detailed in Our Privacy Policy. If You
would like a copy of Our Privacy Policy, would like access to the information We have about You or wish to make a
complaint, please contact Our Privacy Officer on 1300 654 611 or visit http://virginiasurety.com.au/privacy-policy/. By
applying for the Policy, You consent to Us managing Your personal information in accordance with Our Privacy Policy.

FINANCIAL CLAIMS SCHEME If We become insolvent, this Policy may be protected under the Federal Government’s
FinancialClaims Scheme administered by APRA. This means that if You meet certain eligibility criteria You may receive
payment under the scheme. For more information please see http://www.apra.gov.au or contact the APRA hotline on 1300
131 060.

PCDSA Jan-2024 Page 31

 SUBROGATION When We pay a claim under the Policy, We have the right to take over and enforce any right You may have
torecover the loss from another party. We may do this in Your name and You have an obligation to assist Us as required.

N. Premium Care Support

N.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 - you have an option to purchase it at an added cost. It is available at additional charges on
selectsystems. 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:

i. remote troubleshooting and diagnostic assistance (including possibly connecting to your system or
productsover a secure internet connection);
ii. OEM Supported Software Support;
iii. information regarding your warranty incident case management to help track, progress and close;
iv. validation of your product serial number and Service entitlements;
v. determine whether your issue is a warranty incident; and determine whether your warranty incident
can beresolved via one of the following (at Lenovo’s discretion); and
vi. On-site Service NBD (excluding tablets)

N.2 Warranty Incident Resolution – On-site Service

a) Post completion of Premium Care Customer Engagement Centre troubleshooting, if required (as
determined byLenovo), Lenovo will provide On-site Service to your registered location to address your
warranty incident.
b) On-site Service is available in 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 areafor 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:

(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 toLenovo’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
givenperiod of time; and
(iv) require that, where You are not available at Your registered location, the Lenovo service provider will
leavecontact details to provide evidence of Lenovo’s visit. At Lenovo’s discretion You may be charged an
additionalcharge for any required follow-up visits.

N.3 Warranty Incident Resolution – Remote

Post completion of Premium Care Customer Engagement Centre troubleshooting, if required (as determined by Lenovo),
Lenovowill remotely attempt to address and resolve Your warranty incident.

N.4 OEM Supported Software Support

OEM Supported Software Support includes Lenovo providing a single point of contact and collaborative assistance to engage
withOEMs 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 availablefix/patches assistance and implementation);
b) Lenovo’s advance technical support agent acting as a single point of contact to facilitate communication between You
andthe OEM;
c) Until your issue is identified, isolated and escalated to the OEM, Lenovo’s advance technical support agent will engage
withthe 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;

PCDSA Jan-2024 Page 32

 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 stillfulfilled.

N.5 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 supportfor 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)
b) Lenovo Onekey Recovery3rd 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
(vi) Norton Anti-Virus
(vii) Norton – Internet Security
(viii) Skype
(ix) Intel 3D real sense (if pre-loaded by Lenovo)
(x) MS Office 365

N.6 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,
gameconsoles, 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

N.7 Annual System Health Check

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

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

PCDSA Jan-2024 Page 33

 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
availableto 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.

6.3.E. Premier Support

The following is added to this Section:
Designated Onshore Technical Account Manager
Lenovo will provide you access to a TAM based within Australia and/or New Zealand. The Lenovo TAM will:
(a) be based within Australia and/or New Zealand.
(b) provide escalation management and a single, escalation owner for each Warrantable Incident escalated for TAM
assistance.
(c) coordinate support across multiple parties where required to facilitate closure of escalated warrantable incidents.
(d) act as the customer advocate within the Premier Support process and handling of warrantable incidents
(e) Provide advice and guidance where necessary to improve Premier service outcomes.
Premier Support Call Centre
Lenovo will provide You with access to the Australia and/or New Zealand based Premier Support Call Centre.

The in-region Premier Support Call Centre is available 7 days a week. After hours support is available 24x7 provided
utilising a follow the sun model.
Lenovo will use commercially reasonable efforts to ensure the Premier Support Call Centre is responsive to Your calls.
The Premier Support Call Centre can be contacted on:
Australia 1800 402 583
New Zealand: 0508 051 602

The Premier Support Call Centre will facilitate:

(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 Warrantable 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 Warrantable Incident; and

(f) determine whether your Warrantable Incident can be resolved via one of the following (at Lenovo’s discretion):
(i) NBD Onsite Labour;
• remotely;
• via a CRU; or
• on a RTD basis.

Warrantable Incident Resolution – NBD Onsite Labour

Post completion of Premier Support Call Centre troubleshooting, if required (as determined by Lenovo), Lenovo will
provide NBD Onsite Labour to Your registered location to address Your Warrantable Incident.

PCDSA Jan-2024 Page 34

 NBD Onsite Labour:
(a) is available for metropolitan areas within within 60 kms of Australian capital cities’ GPO and metropolitan areas within
60kms of Auckland, Christchurch and Wellington GPOs in New Zealand– or other areas as may be approved by
Lenovo - provided Premier Support Call Centre phone based troubleshooting has been completed before 4pm local
time the day before;
(b) is available only on selected models of Lenovo Products;
(c) will be provided between 9am – 5pm (local time in Your registered location). Arrival times will depend on Your
registered location and Your prompt response to Lenovo’s request for confirmation of arrival time;
(d) does not guarantee the resolution of a Warrantable Incident, nor the resolution of the Warrantable Incident within a
given period of time;
(e) requires 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;

(f) Out of stock parts could delay service delivery.

Warrantable Incident Resolution – Remote

Post completion of Premier Support Call Centre troubleshooting, if required (as determined by Lenovo), Lenovo will
remotely attempt to address and resolve Your Warrantable Incident.

Warrantable Incident Resolution – CRU

Post completion of Premier Support Call Centre troubleshooting, if required (as determined by Lenovo - i.e. where a Part
may be easily removed and replaced) Lenovo will provide you with a CRU for Your self-remediation of the Warrantable
Incident.
Lenovo will ship CRUs to You at Your registered location and at our cost for installation by You.
CRU information and replacement instructions are shipped with Your Product and are available from Lenovo at any time
upon request.
You may find a list of CRUs and their designation at: www.lenovo.com/crus
As a default, Lenovo does not provide NBD Onsite Labour to install a CRU – but may decide to do so, at Lenovo’s choice.
The requirement to return a defective CRU, if any, will be specified in the instructions shipped with a replacement CRU.
When a return of a defective CRU is required:
(a) return instructions, a prepaid return shipping label, and a container will be included with the replacement CRU; and
(b) You may be charged for the replacement CRU if Lenovo does not receive the defective CRU from You within thirty
(30) days of Your receipt of the replacement CRU.

Warrantable Incident Resolution – RTD

Post completion of Premier Support Call Centre troubleshooting, if required (as determined by Lenovo), Lenovo will
provide you with instructions and packaging to arrange for Your Product to receive RTD support to resolve Your
Warrantable Incident.
RTD support will generally be chosen by Lenovo where we reasonable determine, post troubleshooting and diagnosis,
that the Product cannot be serviced at Your registered location or that in order to resolve the Warrantable Incident, Lenovo
requires the return of the Product to a Lenovo service depot.
Lenovo will provide You with packaging and shipping directions (at Lenovo’s cost and choice of delivery method) to
package the Product for return to Lenovo.
You must immediately package and mail the Product, along with any other Parts or information required by Lenovo, to
ensure timely resolution of Your Warrantable Incident.
Any delay in packaging or mailing the Product will result in a delayed response from Lenovo.
Upon resolution, Lenovo will package and mail the Product to You at your registered location.
You will be liable for the cost of any Parts not packaged and mailed with the Product as reasonably required by Lenovo.
PCDSA Jan-2024 Page 35
 Parts Prioritisation
You will receive prioritization of Parts allocation for Your Warrantable Incidents.

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 system and Setup Assistance associated with 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 Premier Support team 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 Premier Support team will engage with the
OEM to register Your issue. Lenovo’s Premier Technician will then monitor the issue and update on status and
proposed resolutions;
(d) it is a pre-condition to this service that You must have all necessary licence 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; and
(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.
Your Responsibilities
General

In order to receive the Service, Lenovo requires You to:

(a) have obtained the necessary permissions to enable Lenovo to access and use Your Products
(including any software, data or other information contained within);

(b) have obtained the necessary permissions to enable Lenovo to attend Your registered location;

(c) cooperate with, and follow the reasonable instructions of, the Lenovo TAM or Premier Support Call
Centre;

(d) have the necessary permissions to allow Lenovo to remotely connect to Your Product or systemas
required to remotely troubleshoot Your Product;

(e) where Lenovo provides any NBD Onsite Labour at Your registered location, You will provide (at no
cost) a safe and sufficient working environment (including access to Your facilities or other electrical
products) required to allow Lenovo to provide the Service;

(f) ensure You have, and maintain, all necessary licenses and support agreements in relation tothe
OEM Supported Software;

(g) ensure You maintain the latest minimum release levels or configurations required for the Lenovo
Products (per https://pcsupport.lenovo.com/) and OEM Supported Software; and

(h) complete a back-up of all data, information, software and other applications on your Products prior
to any Service. You are also responsible for removing any confidential, personal or otherproprietary
information from your Product as well as any removable media.

PCDSA Jan-2024 Page 36

Exclusions

General

The following are excluded from the scope of the Services:

(a) installation or de-installation services;

(b) relocation services;

(c) training services;

(d) cosmetic services, support or accessories;

(e) third party product or software support outside of OEM Supported Software Support;

(f) failure or damage resulting from misuse, accident, modification, unsuitable physical or operating
environment, natural disasters, power surges, or improper maintenance by You;

(g) software, spyware, malware or other virus or malicious software removal;

(h) back-up services;

(i) advanced wireless, networking or remote installation, set-up or optimization services;

(j) scripting, programming, software or database design, implementation, development or other

programming support;

(k) repairs necessitated by software problems;

(l) repairs or support as a result of support, fix, alternation, adjustment or repair by a party other
than Lenovo or a Lenovo authorized service provider;

(m) uninterrupted or error-free operation of a Product;

(n) loss of, or damage to, Your data;

(o) damage caused by a non-authorized service provider;

(p) 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;

(q) peripheral or third party products, even if installed by Lenovo; and

(r) consumable products such as batteries other than as provided as part of the Services.

PCDSA Jan-2024 Page 37

 Other Terms

Lenovo warrants the Services will be performed with reasonable care and skill.

Replacements

(a) 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.

(b) 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 tothe original
Product or Part. The replacement Product or Part may not be new.

(c) Except to the extent permitted by law, the replacement Product or Part shall be warranted forthe
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 iscapable of
retaining user-generated data.

Limitation of Liability
Lenovo is responsible for loss or damage to Your Product only while it is in Lenovo’s possession or in transit, if
Lenovo is responsible for the transportation.

Neither Lenovo nor any Lenovo service provider is responsible for loss or disclosure of any data, including
confidential information, proprietary information, or personal information, contained in a Product.

Lenovo, including its officers, employees, affiliates, suppliers, resellers, or service providers, shall not be liable for any of
the following even if informed of their possibility and regardless of whether the claim is based in contract, tort, warranty,
negligence, strict liability or other theory of liability:

(a) third-party claims for damages;

(b) loss of, disclosure of, or damage to, data or confidential or proprietary information;

(c) special, incidental, consequential, punitive or indirect damages; or

(d) any loss of profits, business, revenue, goodwill or anticipated savings.

In no case shall the total liability of Lenovo, its officers, employees, affiliates, suppliers, resellers or service providers for
damages from any cause exceed the amount of actual direct damages, nor the amount paid for theservice.

Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so theabove
exclusion or limitation may not apply to You.

General

Any information exchanged between Lenovo and You is not confidential or proprietary, including any information You
disclose over the phone or electronically.

Privacy:

(a) If You obtain this Service, your contact information, including name, phone numbers, address, and e-
mail address may be collected by Lenovo from You directly or from our authorized serviceproviders and
used in connection with performing the Service.

(b) Lenovo may also contact You to inquire about Your satisfaction with the Service or to notify You about
any product recalls or safety issues.

PCDSA Jan-2024 Page 38

 (c) In accomplishing the above purposes, Lenovo may provide Your information to a third party or related
entity Lenovo uses to support it in providing the Service. These third parties and relatedentities may
be located outside Australia and New Zealand. The relevant countries change from time to time (e.g.,
as Lenovo changes our third party support arrangements) and it is not practicable to list those
countries here.

(d) Lenovo require all parties to whom it discloses Your contact information to only use that information
for the purpose of supporting Lenovo to provide the Service and to take appropriate steps to protect
Your contact information from unauthorized use or disclosure.

(e) Lenovo may also disclose Your contact information where required or permitted by law. Lenovo’s
privacy policy is available at http://www.lenovo.com/privacy/au/en/ (for Australia) and
http://www.lenovo.com/privacy/nz/en/ (for New Zealand). Lenovo’s policy contains details
about its process for managing any queries or complaints regarding handling personal information.

If any provision of these terms and conditions is deemed unenforceable or void, the remaining provisions shallremain
in effect.

Nothing in these terms and conditions affect any statutory rights of consumers that may not be waived or limitedby
contract.

Neither party is responsible for failure to fulfil obligations due to causes beyond their control.

Either party may communicate with the other by electronic means. Such communication is deemed to be in writing to the
extent permissible under applicable law. An identification code contained in an electronic document shall be sufficient to
verify the sender’s identity and the authenticity of the document.

Each party will comply with any laws and regulations that are applicable to these terms and conditions.

SINGAPORE / CAMBODIA / BRUNEI / LAOS / MYANMAR / PHILIPPINES / VIETNAM

Vietnam, Singapore, Philippines Premium Care section N.1:

Call Centre Availability is 24/7 including public holidays.
Onsite NBD Support: Call Centre troubleshooting to be complete before 3pm.
In relation to Vietnam only: it will be English speaking during non-office hours.

13. General
The following is added to this Section:
(i) You agree that where you provide Personal Data to Lenovo, you agree that you comply with all applicable Data
Protection Requirements and you will ensure that any third party who has provided such information to you, complies with
all applicable Data Protection Requirements. In particular you agree not to transfer any Personal Data beyond the territory of
Singapore withoutLenovo’s prior approval and shall respond to (and provide reasonable assistance to Lenovo in responding
to) any request or query by individuals whose Personal Data you have collected (where applicable), processed, used or
disclosed, for information
as to their Personal Data or how it may have been used and/or for the correction of such Personal Data. Data Protection
Requirements shall mean the Personal Data Protection Act (Act 26 of 2012) and any regulations and/or guidelines
implementingor made pursuant to them and any similar law and regulations in the Territory. Personal Data shall have the
meaning set out in applicable Data Protection Requirements, that is, “data, whether true or not, about an individual who can
be identified — (a) fromthat data; or (b) from that data and other information to which the organization has or is likely to have
access.
(ii) Subject to the rights provided to Lenovo’s affiliates as provided elsewhere in this Agreement, a person who is not a party to
thisAgreement shall have no right under the Contracts (Right of Third Parties) Act to enforce any of its terms.

14. Geographic Scope and Governing Law

The following replaces this Section in its entirety:
This Agreement shall be governed by and interpreted in accordance with the laws of Singapore, without regard to its or any
other jurisdiction’s conflicts of laws principles. All claims or disputes arising out of or in connection with this Agreement shall be
heard exclusively by a court located in Singapore.

PCDSA Jan-2024 Page 39

CAMBODIA / MYANMAR
Premier Support:
Call Centre Availability is 24/7 including public holidays.
Onsite NBD Support: Call Centre troubleshooting to be complete before 4pm.
Local language support during business hours, while English support during non-business hours.

MYANMAR / CAMBODIA
Premium Care section N.1:
Call Centre Availability is 24/7 including public holidays.
Onsite NBD Support: Call Centre troubleshooting to be complete before 4pm.
Local language support during business hours, while English support during non-business hours.

JAPAN

The "product" herein refers to Lenovo-specified personal computer, basic system configuration of workstation and
monitor (only apply to product purchased with Lenovo Services), as well as optional Lenovo-specified products that
are attached or connected to the basic configuration which are purchased by you, excluding used products and
other optional mechanisms, external machines, batteries, AC adapters, and accessories and bundled products such
as software, except otherwise specifically written elsewhere herein.

6.2. Service Offering Descriptions

The following is added to this Section:
C. Sealed Battery Warranty Extension
If the product is an internal sealed battery, you can request one time service for internal battery replacement (one time service
for each individual battery service purchased). Replacement of internal battery will be provided in accordance with the
content ofthis service purchased by you. However, battery replacement is available after Lenovo technical support provides
diagnosis andvalidation.
D.10 Same Business Day Response (“SBD12X6”)
12 hours per day, 6 days per week (Monday- Saturday) (This Service is not available in offshore islands and mountain areas)
D.11 Same Business Day Response (“SBD24X7”)
24 hours per day, 365 days per year (This Service is not available in offshore islands and mountain areas)

6.3. Other Services

The following is added to this Section:
C. Accidental Damage Protection (“ADP”)
If you are eligible for Lenovo Onsite Repair Service, a certified engineer will be dispatched onsite to repair or replace your
product. If Lenovo representative determines that repair at Lenovo repair center is required, you shall ship your product to
Lenovo repair center at Lenovo's expense. Lenovo will ship the repaired product or its replacement back to you after
Service iscomplete.
Procedure when your product is destroyed in a fire, stolen, or lost:
i. In case your product is destroyed in a fire, you shall obtain an official report or certificate issued by your local
firedepartment, and submit it with a request for a replacement of the product to Lenovo.
ii. In case your product is stolen or lost, you shall get obtain report number of the theft report (in case of stolen) or
lost report (in case of missing) issued by your local police department, and submit it with a request for a
replacement of theproduct to Lenovo.
C.1 Overseas Courier Service – Depot Repair (J support) (This Service is not available for IdeaPad/
Lenovo brand products)
a. Lenovo shall pick up the products at Lenovo’s expense and repair them at Lenovo repair center. However, only
products determined by Lenovo as partly damaged (repairable) are within the scope of this Service, while completely
damaged products (non-repairable) are not eligible outside the scope of this Service. Also, repair according to this
Service is limitedup to once every twelve (12) months (products under the coverage of the Overseas Courier Service
that have been repaired within the past twelve (12) months for another cause cannot be repaired in accordance with
this Service).
b. Repair Acceptance: When your product falls under the coverage of Overseas Courier Service that needed to be
repaired, you shall request repair request to Lenovo. In this case, you shall contact one of the Lenovo Smart Center in
Japan (at yourexpense), or locate Lenovo repair center on Lenovo webpage. The service acceptance time under this
section is as described in the webpage at https://support.lenovo.com/jp/ja/documents/srvc-smtlnv.
c. Evaluations: Lenovo shall conduct the following evaluation based on your product repair request. When the
evaluation iscompleted, Lenovo may assign a subcontractor for performance of this Service.

PCDSA Jan-2024 Page 40

 d. Confirmation that your product is a product under the coverage of the Overseas Courier Service
i. The expiration date of the Overseas Courier Service
ii. The installation location of the product under the coverage of the Overseas Courier Service
iii. The failure conditions
iv. The customer contact information (the pickup address and return shipping address of the product
under thecoverage of the Overseas Courier Service)
e. Pickup and Repair: In response to your request, the transport service provider specified by Lenovo will pick up the
product,and Lenovo shall repair the product transported to Lenovo repair center in Japan. However, if Lenovo
determines that the target product is "completely damaged" (non-repairable), the product shall be return to you without
repair. After the repair iscompleted, Lenovo shall ship the product back to you.
f. Preparation for Pickup: After you receive a document required for the pickup from Lenovo, you shall perform the
requiredprocedure in accordance with each of the following items as preparation for pickup of the product.
i. Packing the product (Customer will need to ensure proper packing before delivering the product to the
transportservice provider)
ii. Signing the documents (the invoice and transportation slip)
iii. Calling the transportation service provider for pickup (Please contact the transportation service provider
assignedby Lenovo)
C.2 Customer Bear the Expenses
a. Under this Service, if Lenovo determines that your product is partly damaged (repairable) with a repair cost exceeding
JPY150,000 (excluding consumption tax), you shall pay the excess amount that exceeds JPY150,000 of the repair
cost, aswell as transportation costs including consumption tax amount that corresponds to the total at your expense.
However, if total repair cost is less than or equal to JPY150,000, Lenovo will repair your product without further
charges.
b. Under this service, if Lenovo determines that the product is completely damaged (non-repairable), Lenovo may
provide areplacement product to you. In this case, you shall pay the amount specified by Lenovo at your expense.
c. You shall pay total expense specified by Lenovo in accordance with preceding two paragraphs by one of the
followingmethods. Lenovo shall specify the transportation costs and provide a replacement product to you.
i. Advance payment via bank transfer to the account specified by Lenovo (A replacement product will be
shippedafter the money transfer is completed. Please note that you will not be able to cancel the payment
after bank transfer is complete.)
ii. Payment in arrear based on an invoice by Lenovo (this is applied to business entities only. The payment due
date is within thirty (30) days from the invoice date. A replacement product will be shipped after the invoice is
issued. Please note that you cannot cancel after the invoice is issued.)
d. Lenovo will provide a replacement product that Lenovo determines has equivalent functions with your product unit
(excluding AC adapters, internal option mechanisms, external devices, battery packs, and other accessories /
bundledproducts such as software). Lenovo does not guarantee the same model and product specifications with
yours as a replacement product. Lenovo will not be responsible to configure your Operating System (OS) and
other settings uponproviding the replacement product.
e. Notwithstanding paragraph (d), when your product is a model which equipped with a WWAN module, there is a
possibilitythat a replacement product without WWAN is provided. Lenovo does not guarantee that a replacement
product equippedwith a WWAN module is provided to you. Also, when a replacement product equipped with a
WWAN module is provided,the telecommunications carrier that provides a WWAN communications service may be
changed, and Lenovo wil not be held responsible for contract between the telecommunications carrier and you.
f. When a replacement product is provided, the service offerings based on this contract will be terminated. You will
not receive this service for the replaced product. You will not be able to add or extend this service to the replaced
product.

g. Notwithstanding paragraph (d), when Lenovo determines that some accessories are not compatible because the
models ofyour product and the replacement product are different from each other, the following accessories
compatible may come with the replacement product:
i. Items that came with the product (Hardware): AC adapter and battery pack
ii. Items that came with the product (Software): OS, OS license, device setup guide, and user's guide

E. Premier Support Service (“Premier Service”)

1.Scope and General Terms of the
Agreement
a. This Service is only for Think brand personal computers, workstations, and tablets, and certain Lenovo Series
products(e.g., Lenovo S500 Series) purchased by Customers (“Applicable Products”). Applicable Products do not
include servers, even if they are Think brand.
b. Prior to providing Premier Services, we must receive Customer information in the prescribed format. Please contact
oursales representative regarding the prescribed format. In addition, if services mentioned in Article 2, Paragraph
b) beloware desired, we must receive the Customer’s master disk image and operating procedure in advance to
determine whether we are able to provide the services.
2. Repairs
a. Repairs will be made on-site the next business day. The scope and terms of next day on-site repair support are as
theterms and conditions set forth in the Lenovo Service Terms.

PCDSA Jan-2024 Page 41

 b. For hard drive replacements and repairs, if the following conditions are satisfied, the Customer’s master disk image
canbe installed on a new hard drive. If the master disk image and operating procedure are not provided, the hard
drive willbe loaded with the factory disk image just as in normal repairs.
i. The operating procedure is prepared by the Customer.
ii. The operating procedure is provided in advance so that Lenovo can confirm whether repair is possible.
iii. The disk image and operating procedure are provided to engineers at the time of repair.
3. Technical Support Plus
a. Premier Services, in addition to the Technical Support Plus services mentioned in the Lenovo Service Terms, also
include the support in Paragraph d) of this Article. The scope and terms of the Technical Support Plus services
mentioned in the Lenovo Service Terms are as the terms and conditions set forth in the Lenovo Service Terms,
unlessotherwise provided in this Agreement.
b. Premier Services will be provided according to the following schedule:
Monday–Friday (except holidays and 12/30 to 1/3) 9:00–18:00
c. Support can be provided remotely via telephone if the Customer agrees.
d. Lenovo will provide the following technical support and technical information:
i. Technical information regarding the configuration settings and use of Microsoft operating systems
(“OS”) byMicrosoft Corporation (“Microsoft”)
i. Applicable OSs are limited to the OSs that Lenovo has confirmed will work on the product
that theCustomer is using.
ii. This support will be provided on a best effort basis.
ii. Technical information in Japanese regarding the configuration settings and use of Office software that
Microsoftsupports according to its official website.
i. This support will be provided on a best effort basis.
iii. Technical information regarding the use of security software
i. This applies to security software that Symantec Corporation, McAfee, Inc., and Trend Micro, Inc.
supportaccording to their respective official websites.
ii. This support will be provided on a best effort basis.
iv. Technical information on the use of browsers
i. Applicable browsers are limited to Microsoft Internet Explorer and Google Chrome.
ii. Supported versions are different depending on the OS being used. Versions of browsers
preloaded onthe applicable product and versions of browsers provided and supported by
Microsoft or Google are eligible for support.
iii. This support will be provided on a best effort basis.
e. “Best effort” herein means to offer solutions, in response to inquiries received by our agents, to the extent
possible based on the descriptions and troubleshooting advice provided by software providers on their official
websites; it is nota guarantee to resolve a problem. Depending on the nature of a problem or inquiry, a resolution
may not be reached, in which case the Customer may be asked to contact the support desk of the software
provider.

4. Reports
Lenovo provides a report to Customers once every three months regarding repairs and problems that occur on Lenovo
devices (excluding peripheral equipment) used by the Customers. This report is provided to all Customers who have
purchased Premier Services on 500 or more machines and have requested said report. A report is provided monthly to
Customers who have purchased Premier Services on 1,000 or more machines and have requested a report. Lenovo will
determine the format of this report.

5. Participation in Regular Meetings

Premier Services provide opportunities for service managers to hold regular meetings with your company to provide and
explain the report mentioned in Article 4. These regular meetings are held for all Customers who have purchased Premier
Services on 500 or more machines and have requested said meetings. These regular meetings are held once every three
months at a fixed location in Japan.

J. Post Warranty Service

a. To receive the Post Warranty Service offerings, you need to fill out the registration form that is included in the package,
andsend it to Lenovo. Lenovo will complete your Post Warranty Service registration with the registration form.
b. Please note that if a period between the start date of the Post Warranty Service and the end of Service date defined
by Lenovo for the personal computer, system device of the workstation or monitor that is included in the product is
less thanone year, you cannot purchase the Post Warranty Service. Also, if one year or more has passed from the
warranty expiration date of the product, you cannot purchase the Post Warranty Service.
c. When you have already purchased any Service for the said product, and it is still effective, you can purchase only the
samePost Warranty Service with it. Therefore, you cannot purchase the Post Warranty Service of a different type from
the Service you have purchased. However, after the warranty expiration date of the product, or when the Service is
expired, you can purchase this Service with a different type from the Service you have purchased.

PCDSA Jan-2024 Page 42

 d. The product or its components that is replaced under this Service shall be property of Lenovo. You shall ensure that
the replaced product or components is a Lenovo genuine part, it is not altered or modified, and there is no legal
constraint suchas collateral which prevents the said replacement.
e. The decision whether to repair or replace the product in this Service shall be made by Lenovo.
f. You shall remove any program, data, and removable media, as well as any components that are non-Lenovo
products, additional items, and changed items from the product before having repair under this Service. In case any of
the above areremained, you shall be considered to have abandoned the right for repair. Lenovo does not have any
liability for your data (including confidential information and personal information) stored in the product that Lenovo
receives from you. You shall
perform appropriate protective measures to protect your data before sending your product to Lenovo for repair under this
Service.
g. If Post Warranty Service you purchase includes ADP or Keep Your Drive, please also refer the terms and
conditionsapplicable to ADP and Keep Your Drive.
Payment terms and conditions:
When you purchase this Service directly from Lenovo, you shall pay maintenance fee under the terms and conditions
determined by Lenovo. On the other hand, when you purchase it from one of the Lenovo business partners, you shall
makepayment under the terms and conditions specified by the business partner.

Technical Support Plus

a. This Service provide you the following support services by an engineer via telephone, in addition to the services
based on Lenovo base warranty policy. When you contact an engineer, you shall follow instructions given by the
engineer to troubleshoot your product problem. The engineer will try to diagnose and resolve the problem over the
telephone, and mayinstruct you to download and install software updates.
b. This Service is provided remotely such as via telephone and e-mail, and it does not cover onsite services. Lenovo will
nevertake possession of your product.
c. The offering hour of this service is as follows:
d. Monday - Sunday (excluding Lenovo specified monthly holidays) 9:00 am - 6:00 pm
e. Lenovo provides technical support and technical information defined in the following items:
1) Providing technical information about function settings of the product
i. Technical support to install, configure, update, and reinstall Lenovo software that is initially installed in the
Lenovofactory
ii. Technical support to install and configure third-party software that is initially installed in the factory
iii. Technical support to install and configure the software that is included in the CD/DVD media that comes with
theproduct. Sample software and customized images are not covered by this Service.
iv. Technical support about technical information posted on the Lenovo website
2) Technical support on how to use product functions
i. Technical support on how to use ThinkVantage technology
ii. Technical support on how to use Rescue&Recovery
iii. Technical support on how to use and configure the finger print authentication and its operation
iv. Technical support for when you need to recover to the factory state
3) Technical support on BIOS/Driver
i. Providing technical information on how to install and configure BIOS/Driver
ii. Providing FAQ information about BIOS/Driver

iii. Providing Web site information on BIOS/Driver

4) Providing technical information relating to the preinstalled OS
i. Technical support on how to swap the preinstalled OS written in the product information
ii. Technical support on how to change settings of the preinstalled OS
iii. Providing FAQ, website information, and known information relating to the preinstalled OS
5) Providing technical support when a problem such as a fault and failure occurs
i. Providing Lenovo's known information relating to third-party software
ii. Providing Lenovo's known information relating to network failures
iii. Providing technical information such as settings and changes in order to avoid problem
6) Technical support on failure diagnosis and failure analysis
i. Providing technical information required to separate a failure
ii. Providing technical support and technical information on failure diagnosis
7) Verifying and analyzing problems in the product for which Lenovo determined that verification and analysis are
required:
i. Verifying the same failure that has occurred in more than one product
ii. Primary analysis of Memory Dump
iii. Analyzing product problems relating to software or application that is preinstalled
8) Creating a report of repair details of a repair service accepted by
LenovoThis Service does not include the following products:
i. Service for a Lenovo genuine monitor product which has not been purchased with Lenovo personal computer.
ii. ThinkServer, IdeaPad, IdeaPad Tablet, IdeaCentre, and LenovoG series products
iii. Technical support for an image customized for you, regardless whether it is a sample or not, it is installed
in thefactory or not, and it comes with the product or not

PCDSA Jan-2024 Page 43

Customer On-Site Exchange Service (“COE”) (for Monitors Only)
In COE for monitors, a monitor that you request for repair shall be replaced by Lenovo.. Lenovo will send you the
replacement for the product in good operating condition from the repair center. You shall remove the said product in
advance, and replace it with the replacement product sent to you upon arrival of the transportation service provider specified
by Lenovo. You shall install
the replacement product by yourself. Lenovo will bear the transportation costs. The service offering time is the business time
specified by the repair center.

13.General
The following is added to this section:
U.The expiration date and applied products of this service purchased by you will be notified you by Lenovo after the
maintenanceregistration is completed. You can review them also at the following URL:
http://service.lenovojp.com/thinkplus/care.nsf/fMTMSearch?openform
V. You cannot purchase this Service when any failure has occurred in the product, or when a repair request is accepted or a
repairhas already done to the product. When a purchase is made even while this applies, the said purchase shall be non-
effective. Also, this service cannot be applied to a repair that was done before the purchase of this service.
W.Lenovo reserves the right to change the content of this Agreement without prior notice.

KOREA

Premium Care section N.1: .

Call Centre Availability is 24/7 including public holidays. Onsite NBD Support is NOT AVAILABLE in this country. The section
below is added in relation to Korea only.

4.2 Warrantable Incident Resolution – Depot/Carry-in or Pickup-Repair-Return

Post completion of Premium Care Call Centre troubleshooting, if required (as determined by Lenovo), Lenovo will provide Depot/
Carry-in service to your registered location to address your Warrantable Incident.
Lenovo may pick up, repair and return of your PC/laptop/Tablet if the machine needs hardware repair service under limited
warranty. All expenses of delivery will be borne by Lenovo

PCDSA Jan-2024 Page 44