When enterprise IT environments face disruption, the ability to respond in a timely and precise manner is imperative for bringing business operations back online. In 2026, Lenovo Premier Support was recognized with two Gold Stevie Awards for measurable recovery outcomes and practical innovation in enterprise support.
Premier Support for Devices is Lenovo’s commercial support service, designed to boost productivity, deliver rapid resolutions to threats, and provide direct, manufacturer-backed expertise across Lenovo devices. For enterprise organizations, Premier Support is essential in helping minimize disruptions and maintain operational stability when issues arise.
“Whether we’re stepping into a recovery situation or helping diagnose issues with specialized tools, our goal is the same: measurably better outcomes while improving the overall customer experience,” said John Stamer, Vice President & General Manager of Lenovo Global Product Services.
Together, the two Stevie awards validate Premier Support’s impact in delivering tangible business return at scale when it matters most.
Recovery Leadership in EMEA
Established in 2024, the Premier Support Plus EMEA SEM team was honored as the Customer Service Team of the Year in a Recovery Situation. This team collaborates directly with nearly 100 enterprise customers across the region, focusing on structured engagement, proactive oversight, and cross-functional coordination across complex enterprise environments.
The Gold Stevie recognition reflects an impressive series of recovery outcomes:
- Stabilization of a 6,000-PC environment through coordinated SEM and Technical Account Management engagement
- Reduction of Repeat Repair Rate (RRR%) to 0% following joint service improvements
- Time-to-Resolution improvement from 7.82 to 3.79 after deployment of a tailored self-troubleshooting pilot
These results were supported by structured monthly reviews, consistent SEM involvement, and customer-specific KPIs. In one case, customer feedback noted:
“Overall, my experience with the self-troubleshooting project has been very positive… The process has been straightforward, user-friendly, and has helped resolve issues more efficiently without needing additional support.”
For customers, using Premier Support Plus leads to lower downtime risk, stronger service governance, and more predictable operational performance.
Innovation in Asia-Pacific
In the Asia-Pacific Stevie Awards, Premier Support earned a Gold Award for Innovation In Business Utility Applications for Plogger, a lightweight performance monitoring tool created to address common but complex performance concerns such as slow systems, loud fans, or battery drain.
Traditional tools often lack the granularity needed for efficient troubleshooting. Plogger was developed to provide clear, timeline-based system insights in a secure and practical format.
Key advantages include:
- Lightweight design (less than 50KB)
- Built using native Windows PowerShell with no external dependencies
- Report generation in 2-3 clicks for customers
- Immediate validation by Premier Support agents
- Data-driven visibility into CPU usage, temperature, fan speed, and battery performance
Tested internally and refined with feedback, early results show improved troubleshooting effectiveness and clearer, evidence-based communication with customers.
For enterprise IT teams, this means faster validation of performance issues, reduced ambiguity, and more efficient resolution, especially in cases that are traditionally difficult to diagnose.
Across regions, Premier Support combines recovery execution with purpose-built innovation. For enterprise IT leaders, that means fewer repeat incidents, faster root-cause validation, and greater confidence in how their device ecosystems are supported.
About Lenovo
Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub.
Learn more about Premier Support for Devices Suite, contact a Lenovo representative to explore how it can support your IT team and business goals.
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