eSupport Replacement Overview & Training

1. eSupport Replacement Overview & Training Author: Phil Myers & Kimberly West Date: May 20, 2011

2. eSupport Current Landscape Project Scope: eSupport Replacement Designs and Wireframes Accessing the Site ID/Password Process via Lenovo Focal Points Using the Site: Navigation Using the Site: How to Find? Using the Site: Finding Files Using the Site: Classification of Content Submitting Feedback Important Things to Remember eService Management Team Agenda Internal WW Services Document only

3. eSupport Current Landscape • Current Site : Multiple websites for various customer and product segments • New Site : One global website with the goal of driving a consistent experience Internal WW Services Document only

4. Project Scope: eSupport Replacement Problem Solution • Sunset of eDA (TVSU/TVUR) infrastructure. • Single content management system – Interwoven. • Ability to handle any product. • Single web site supporting any audience. • Template driven design allowing for updates via content promotion. • Multi-language authoring and translation (from English) enablement. • Robust search capability – FAST Search. • Increase site stability and performance. Internal WW Services Document only

5. Designs & Wireframes: eSupport Replacement • User centric design • Focus group worked with Lenovo on new design Internal WW Services Document only

6. Designs & Wireframes: eSupport Replacement Internal WW Services Document only

7. Accessing the Site • General Public will access the website as they do today • Call Center & Service Providers must log in to obtain confidential (information / policies (previously found in Info Tips) • URL for site prior to go live: http://206.17.82.2/en_US/ • URL after go live: http://support.lenovo.com • Click “LOGIN” to access the site as a Call Center or Servicer • Enter your Call Center or Servicer ID/PW • ID/Passwords will be distributed Monday 5/23 EST via individual ‘welcome’ email • Authorization to confidential information (previously info tips) must be granted by Local Call Center Leader or or AWSP Leader • “Create Support Account” is for end user PersonalizationNote: This level of access will not display confidential Call Center or Servicer content Internal WW Services Document only

8. Gaining ‘Confidential’ Access via Center Focal Point If you have a Call Center, Field or Servicer needing access to esupport please do the following Steps to Obtain / Remove Access from eSupport site: (For Call Centers & Servicers only) Enter required info into spreadsheet (sent in separate email to Focals) Submit to…esdept@lenovo.com Access Granted & email confirmation will granted & sent to new user within 48 business hours Access Removal will be completed within 48 hours and no email will be sent Internal WW Services Document only

9. Gaining ‘Confidential’ Access via Field Service Focal Point If you have a Call Center, Field or Servicer needing access to esupport please do the following Steps to Obtain / Remove Access from eSupport site: (For Call Centers & Servicers only) Enter required info into spreadsheet (sent in separate email to Focals) Submit to…esdept@lenovo.com Access Granted & email confirmation will granted & sent to new user within 48 business hours Access Removal will be completed within 48 hours and no email will be sent Internal WW Services Document only

10. Using the Site: Navigation • Three types of navigation: • Browse • Auto Detect (Think products only, using Internet Explorer) • Quick Path Internal WW Services Document only

11. Using the Site: Navigation (cont’d) • Browse • Auto Detect • Think Products only – IE Browser • Quick Path Internal WW Services Document only

12. Using the Site: Navigation (cont’d) • Product details are based on level of taxonomy navigation Internal WW Services Document only

13. Using the site: How to Find? Internal WW Services Document only

14. Using the Site: How to Locate Files • New capabilities with Download user experience: • Add to your Download List = provides a “shopping cart” function • My Download List = provides a download manager to download multiple files • Collapse/Expand Sections = ability to view and navigate all categories • Learn More = allows customers to view actual support document Internal WW Services Document only

15. Using the Site: 3 Classifications of Content • Unclassified = viewable by all users • Servicer = viewable by Servicer and Call Center only • Call Center = viewable by Call Center only • Note: Lock icon denotes “classified” information Internal WW Services Document only

16. Lenovo Services Channel for Submitting Feedback Click Sign In You will receive email from the Lenovo forum when your account is set up for you. It will include your login name which will be the same as your e-support login where possible. Password will be same as your e-support password and can be changed after you sign in. Post your feedback on this board and learn of issues which have already been submitted, List of issues will posted at at the top of each board Click Sign In For help, please contact Mark Hopkins / markah@lenovo.com Internal WW Services Document only

17. eService: Important Things To Remember! Non-Working Website Official ticket will already be open already via Operations Team (24x7 monitoring) External: Public will wait for site to resume - just as they do today Internal: Proactive communication is sent to pre-established internal Lenovo distribution list Triggers upon Open, Closed & Critical Status Change Website Issues: Please send email to… Outside Lenovo: General public will use “Site Feedback” Link on support site Internal Lenovo: Use Functional Email Inboxes (submits directly to appropriate content teams) THINK Mobile Content: thinkpad@lenovo.com THINK Desktop Content: netvista@lenovo.com IDEA Content: consumersup@lenovo.com Japan Content: esupport_jp@lenovo.com Korea Content: PCSVC@kr.ibm.com ID Requests for CC or AWSP Access to Site: esdept@lenovo.com General feedback should be submitted via Site Feedback Link Lenovo Forum & Knowledgebase Issues: Please send email to… Mark Hopkins (markah@lenovo.com), WW Social Media Strategy & Operations Cleo Lee (cleolee@lenovo.com); WW English Community Manager Processes below exist on current site today & will be in place for new site Note: These processes exist today and will continue on the new site

18. WW eService Management Team • eSupport: Operations Manager: Clement Chan (lmchan@lenovo.com) • eSupport: Mobile & Accessories Manager: Sue Leng Wei (waisl@lenovo.com) • eSupport: Desktop, Workstation & Server Manager: Sathya Chandrasegaran (sathyaba@lenovo.com) • Strategist: Peng Geng (gengpeng1@lenovo.com) • Business Transformation Director: Phil Myers (myersp@lenovo.com) • Social Media Strategy & Operations Manager: Mark Hopkins (markah@lenovo.com) • eService & Knowledge ManagementDirector: Kimberly West (kimwest@lenovo.com) Internal WW Services Document only

19. Q & A?