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Automatic problem notification (Call Home)

Call Home can be used to automatically notify Lenovo Support when a serviceable event occurs on a specific device that is under warranty and to ship replacement parts if needed.

Important
Lenovo is committed to security. When service data is sent to Lenovo Support either automatically through Call Home or manually by you, the service-data archive is sent to Lenovo Upload Facility over HTTPS using TLS 1.2 or later. Your business data is never transmitted. Access to service data in the Lenovo Upload Facility is restricted to authorized service personnel.

Call Home agreement​

You must agree to the Call Home agreement (privacy statement) to use Call Home, to manually upload files to Lenovo Support, and to attach notes and files to a service ticket. If you disable the Call Home agreement, those functions are also disabled.

Call Home contacts​

When you set up Call Home, you provide the names and contact information for people that Lenovo Support can contact when an automatic service ticket is opened for a serviceable event that is generated by one of the managed devices. You must provide a primary contact and can optionally provide a secondary contact.

You can also assign a contact to all devices in a specific collection. If a device does not have an assigned contact, the primary contact that is provided for Call Home is used.

Service tickets​

If Call Home is configured, when a serviceable event occurs on a specific device (such as such as an unrecoverable memory), Lenovo XClarity One automatically opens a service ticket with Lenovo Support, collects service-data files for the managed device, and attaches the collected data to the ticket.

Attention

  • Service data includes sensitive information, including serial numbers, UUIDs, IP addresses, host names, and device locations. If needed, take appropriate steps to protect any service-data files that were saved to your local system.

  • Service data is not stored in the management hubs or in the cloud.

If Call Home is not configured, you can manually open a service ticket and send service files to the Lenovo Upload Facility by following the instructions on the Submit an eTicket webpage.

To configure Call Home, click the Settings tab in the left navigation and then click Call Home in the context menu.

  • Ensure that Call Home agreement is accepted. This is required to open service tickets and send data to the Lenovo Support Center.

  • Specify your default Lenovo customer number to use when reporting problems. If you do not have your Lenovo Customer Number, contact your local Lenovo Sales Representative to get it.

  • Specify the contact and location information for the default primary and secondary personnel that can be contacted by Lenovo Support.

    Attention
    When contacts are in the following countries, Call Home needs a Lenovo Premier Support contract. For more information, contact your Lenovo representative or authorized business partner.
    • Qatar
    • Saudi Arabia
    • United Arab Emirates

Call Home is enabled when contact information is filled in. To disable Call Home, clear the configuration information by clicking Reset to default.

For information about monitoring and managing service tickets that were opened by Call Home (automatically and manually), see Service tickets.

For information about manually collecting and uploading service data to Lenovo Support, see Service data.

Replacement parts​

When you configure Call Home, you provide a general address where Lenovo is to ship replacement parts.

If you enable automatically shipping replacement parts and a device that is under warranty detects a faulty customer-replaceable part, Lenovo automatically ships a replacement part, for free, to speed up your time to resolution and minimize your downtime. Only parts that you can install yourself are shipped.

If you enable automatically shipping replacement parts and a device that is not under warranty detects a faulty customer-replaceable part, you will be contacted by Lenovo Support about shipping a replacement part for a fee.

If you assign a preferred contact to all devices in a specific collection, replacement parts are shipped to the preferred contact’s shipping address. If a contact is not assigned, parts are shipped to the default primary contact using the general shipping address that you configured on the Call Home page.