Dell ProSupport Plus for Enterprise
Dell Technologies offers ProSupport Plus for Enterprise, a comprehensive support service designed to provide advanced assistance for enterprise systems. This service aims to minimize downtime and enhance the overall support experience for businesses.
Introduction
Dell Technologies is pleased to offer ProSupport Plus for Enterprise (the "Service" or "Support Services") in accordance with this Service Description. The quotation, order form, or other form of invoice or order confirmation from Dell Technologies mutually agreed upon (the "Order Form") includes the product name², purchased services, and available options. For further assistance or to request a copy of the agreement applicable to the Services (the "Agreement"), please contact your Dell Technologies sales representative. For Customers purchasing from Dell with a separate agreement authorizing the sale of such services, the additional terms and conditions³ of Dell services apply to these services. For a copy of the agreement entered into with your authorized Dell Technologies reseller, please contact the reseller.
Scope of Service
The purchased Service includes the following features:
- 24x7 (including holidays) access to a specialized Dell Technologies technical support resource within Dell Technologies' customer support and assistance organization for help with troubleshooting Product issues.
- On-site dispatch of a technician and/or delivery of replacement parts to the Dell Technologies-approved installation site or other business location, as detailed in the Agreement (as needed and in accordance with the purchased service level) to resolve a Product issue.
- Access to a remote Service Account Manager (SAM).
Please refer to the table below for further details.
Contacting Dell Technologies for Assistance
Online Support, Chat, and Email: Dell Technologies website, chat, and email support are available for select products at https://www.dell.com/support.
Phone Support Requests: Available 24x7 (including holidays). Availability, subject to reasonable commercial limitations, may differ outside the United States, except where otherwise specified in this document. Visit https://www.dell.com/support for a list of applicable phone numbers for your specific location.
The following table lists the features of the ProSupport Plus for Enterprise service offered under Dell Technologies' warranty and/or maintenance terms. ProSupport Plus for Enterprise provides support and maintenance for:
- Dell Technologies equipment identified in the Dell Technologies Product Warranty and Maintenance Table and/or on the Order Form as:
- Included ProSupport Plus for Enterprise during the applicable warranty period;
- Eligible for upgrade to ProSupport Plus for Enterprise during the applicable warranty period;
- Eligible for ProSupport Plus for Enterprise during the subsequent maintenance period.
- Dell Technologies software identified in the Dell Technologies Product Warranty and Maintenance Table and/or on the Order Form as eligible for ProSupport Plus for Enterprise during the maintenance period.
1 The term "Dell Technologies," as used in this document, refers to the relevant Dell selling entity (hereinafter "Dell") specified on the Dell Order Form and the relevant EMC selling entity (hereinafter "EMC") specified on the EMC Order Form. The use of "Dell Technologies" in this document does not indicate a change in the legal name of the Dell or EMC entity with which the contract was entered into.
2 The terms "Dell Technologies Products," "Products," "Equipment," and "Software," as used in this document, refer to the Dell Technologies equipment and software identified in the Dell Technologies Product Warranty and Maintenance Table or on the Order Form, while the term "Third-Party Products" is defined in the Agreement or, in the absence of such definition in the Agreement itself, in Dell Technologies' commercial terms of sale or the applicable local Dell Technologies terms of sale, as applicable. The term "Customer" refers to the entity named as the purchaser of the Services cited in the Agreement.
3 To review additional Dell services terms of sale, visit https://www.dell.com/servicecontracts/global, select your country, and select the Support Services tab in the left-hand navigation bar of the local page.
4 Availability subject to country variations. Contact your sales representative for more information.
Service Details
| SERVICE CHARACTERISTIC | DESCRIPTION | PROSUPPORT PLUS - COVERAGE DETAILS |
|---|---|---|
| GLOBAL TECHNICAL SUPPORT | The Customer contacts Dell Technologies via telephone or web interface with 24x7 availability to report an issue with equipment or software product and provides information for initial assessment of the severity level*. Dell Technologies (i) provides a remote response from a higher-level Dell Technologies technical support resource for assistance in troubleshooting issues based on the severity level of the issue or (ii), where deemed necessary by Dell Technologies, dispatches on-site, as described below. | Included. |
| ON-SITE RESPONSE | Dell Technologies dispatches authorized personnel to the installation site to work on the issue after isolating the issue and determining that an on-site response is necessary. | Included only for equipment. |
| The objective of the initial on-site response is based on the customer's purchased option. The Customer has the following options: 1) response within four hours during the same business day or 2) response within the next business day after the call, during normal business hours, after Dell Technologies deems on-site support necessary. | Response on-site Mission critical within 4 hours Generally on-site within 4 hours of completing the telephone problem resolution process. • Available seven (7) days a week, twenty-four (24) hours a day, including holidays. • Available for locations with a four (4) hour response. • Essential components for functionality are stocked in dedicated warehouses that manage the parts needed for four (4) hour responses, as determined by Dell Technologies. Non-essential components may be shipped for next-business-day delivery. • Ability to determine if the issue is Severity 1 based on initial remote support diagnosis. • Procedures for critical situations: Severity 1 issues are eligible for rapid escalation/resolution management and coverage for “CritSit” incidents. • Emergency dispatch: technicians dispatched for on-site service with immediate telephone problem resolution for Severity 1 issues. Response on-site within the next business day After diagnosis and resolution of issues via telephone support, a technician will arrive on-site the next business day after the call. • Calls received by Dell Technologies after the Customer's local business hours may require an additional business day for support technicians to arrive at the Customer's site. • Available only on select Product models. On-site response is not applicable to software products and may be purchased separately. | |
| REPLACEMENT PARTS DELIVERY | Dell Technologies provides replacement parts, if deemed necessary. | Included. The objective of replacement parts delivery is based on the customer's purchased option. The Customer has the following options: 1) response within four hours during the same business day or 2) response within the next business day after the call, during normal business hours, after Dell Technologies deems replacement parts delivery necessary. Same-day business day delivery of a part means a replacement that, in the event of failure, allows the supported Product to continue to perform critical business functions (immediate response required). Non-critical components include, but are not limited to, bezels, chassis, blank hard drives, drive bay kits, and cable management accessories. Critical components include motherboards, CPUs, certain memory modules, and hard drive units. The cut-off time for country shipping processing may affect same-day/next-business-day delivery of replacement parts. |
| PROACTIVE SSD REPLACEMENT | Included for storage and converged products. If the drive's endurance level (as defined below) is reached before the device reaches its maximum capacity or a lower capacity (as determined by Dell Technologies), the Customer is eligible to receive a replacement drive. Drive endurance level indicates the average percentage of remaining usable life on the eligible drive. | Included. The response objective is based on the parts delivery and on-site response features described previously. The customer must activate and maintain the currently supported version of SupportAssist and/or Secure Remote Support software during the applicable support term. Enabling SupportAssist and/or Secure Remote Support, as applicable, is a prerequisite for these additional renewable support features. |
| RIGHTS FOR NEW SOFTWARE VERSIONS | Dell Technologies provides rights for new software versions, as generally made available by Dell Technologies. | Included. |
| SOFTWARE INSTALLATION FOR NEW SOFTWARE VERSIONS | Dell Technologies performs the installation of new software versions. | Software for the equipment's operating environment (OE) Included only when the associated equipment on which the operating environment software is installed is covered by a Dell EMC warranty or an existing Dell Technologies maintenance agreement. The equipment's operating environment software is defined as the software programming and/or firmware microcode necessary to enable the equipment to perform basic functions and without which the equipment cannot function. Other software (non-operating environment) The Customer performs the installation of new software versions, unless otherwise deemed necessary by Dell Technologies. |
| REMOTE MONITORING AND REPAIR 24X7 | Some Products automatically and independently contact Dell Technologies to provide information and assist Dell Technologies in identifying issues. If necessary, Dell Technologies remotely accesses Products for further diagnostics and to provide remote support. | Included for Products with remote monitoring tools and technologies provided by Dell Technologies. Once the issue is reported to Dell Technologies, the same response objectives for global technical support and on-site response described previously apply. |
| 24X7 ACCESS TO ONLINE SUPPORT TOOLS | Customers who have correctly registered can access Dell Technologies' web-based self-help and information tools 24x7 through the Dell Technologies online support site. | Included. |
| SERVICE ACCOUNT MANAGER ("SAM") | The Service Account Manager assigned for ProSupport Plus for Enterprise is a remote resource that provides a range of system, environment, and account management functionalities to reduce downtime and improve the overall Dell Technologies support experience. Services included: Initial Assistance: to ensure the Customer is fully enabled to receive ProSupport Plus service: • Verifying the accuracy of the Customer's relevant support information, such as account name, address, etc. • Through knowledge transfers, such as how to contact Dell Technologies for opening Service Requests or using Dell Technologies' support tools and technologies. • Designing a program for SAM deliverables, including reporting and support analysis. Monthly Report: reporting and suggestions on authorized systems, including: • Summary of service requests opened and closed per month. • Verification of system software versions currently installed based on destination code recommendations. • Contract status, including start/end dates and other basic contract details. To fully enable monthly reporting, Dell Technologies' connectivity technologies, such as SupportAssist and/or Secure Remote Support, must be installed with log collection options enabled. | Included with Products covered by ProSupport Plus for Enterprise service or an ongoing maintenance agreement during Dell Technologies' normal business hours, which may vary by region and country, excluding local holidays and Dell Technologies. Refer to the additional coverage information below. Dell Technologies is responsible for performing the SAM duties and tasks expressly specified in this document. All other duties, tasks, and services are outside the scope of application. |
| SERVICE ACCOUNT MANAGER ("SAM") - CONTINUED | Support Analysis: The SAM provides support analysis based on the details contained in the service report. Scheduling, timing, and other topics for review will be established by the SAM and the Customer during the initial phase. System Maintenance: For authorized assets, the SAM assists the Customer in coordinating system maintenance events within the Customer's maintenance window. See below for more information. Dell Technologies Escalation Support: mediation activities for Services, to coordinate all necessary resources to handle Severity 1 issues or more systemic problems. |
ADDITIONAL INFORMATION ON SUPPORTASSIST
| SERVICE CHARACTERISTIC | DESCRIPTION | COVERAGE DETAILS |
|---|---|---|
| SUPPORTASSIST ENTERPRISE FOR PREDICTIVE HARDWARE FAILURE DETECTION | For authorized systems monitored through SupportAssist Enterprise, device telemetry data is collected, analyzed, and used to predict potential hardware failures that may occur in the future. | Included. Note: Predictive hardware failure detection applies only to batteries, hard drives, backplanes, and PowerEdge server expanders of twelfth generation and later with PowerEdge RAID Controller (PERC) from fifth to tenth generation. Predictive hardware failure detection is available only if automated periodic collection and upload of system information are enabled in SupportAssist Enterprise. |
ADDITIONAL SUPPORT WITH CLOUDIQ
| SERVICE CHARACTERISTIC | DESCRIPTION | COVERAGE DETAILS |
|---|---|---|
| CLOUDIQ | Customers who have successfully connected their authorized system to Dell Technologies via Secure Remote Services or SupportAssist can access CloudIQ, a solution that provides proactive health scores, performance impact analysis, anomaly detection, and workload conflict analysis. | Included for the following Dell Technologies platforms: PowerMax, PowerStore, PowerScale, PowerVault, Dell EMC Unity XT, XtremIO, SC Series, VxBlock, and Connectrix switches. |
SAM - Customer Responsibility
The assignment of a SAM by Dell Technologies, as described above, is subject to the Customer fulfilling the following responsibilities:
- Provide the SAM with one or more adequate maintenance windows, as deemed necessary by Dell Technologies.
- Ensure that all environmental, technical, and operational requirements are met.
- Provide the SAM with timely access to (a) at least one technical contact with system administration responsibilities and appropriate system/information access privileges and (b) subject matter experts, systems, and network personnel (including, but not limited to, remote systems/network access), as deemed necessary by Dell Technologies.
- Assume full responsibility for network connectivity, performance, and configuration issues.
- Verify that the Equipment location is ready before the ProSupport Plus for Enterprise systems service begins.
Important Additional Information on SAM
- The SAM service is available during normal business hours. Business hours vary by country and region, depending on the Service Account Manager's location. At Dell Technologies' discretion and when deemed necessary by Dell Technologies, SAM services may be provided on-site.
- Support outside of business hours may be provided by other Dell Technologies resources at Dell Technologies' discretion.
- The SAM's location is assigned during the initial registration phase based on the Customer's preferred service area and staff availability.
SYSTEM MAINTENANCE WITH PROSUPPORT PLUS FOR ENTERPRISE SYSTEMS
System maintenance under ProSupport Plus provides Dell Technologies customers with the necessary remote maintenance during the validity term of the support contract for devices covered by ProSupport Plus for Enterprise systems and monitored with Dell Technologies' applicable connectivity technology, such as SupportAssist and/or Secure Remote Services. System maintenance ensures performance and may reduce the likelihood of future incidents due to incompatibilities of hardware, software, BIOS, and firmware versions. System maintenance events are coordinated by the customer, the SAM, and Dell Technologies support personnel. System maintenance service delivery is generally available 24 hours a day, 7 days a week, 365 days a year, but may be subject to the availability of the Customer and Dell Technologies resources. Dell Technologies recommends performing system maintenance twice a year. Some products may have limitations on the number of times per year system maintenance can be performed. Contact your sales representative or assigned SAM for a list of supported Products and any applicable limitations.
Activities Not Included in System Maintenance with ProSupport Plus for Enterprise Systems
- Updates on interconnected devices not covered by the current ProSupport Plus for Enterprise support agreement.
- Software updates without corresponding authorization under a support agreement for software products with Dell Technologies or a third party for Third-Party Products.
- Operating system updates, hypervisor patching, or other related activities of software development design or support.
- Application patching.
- On-site maintenance.
- Installation or uninstallation of hardware or configuration activities.
- Installation and configuration of software not listed in this Service Description.
- Application performance tuning.
- Virus, spyware, and malware identification and removal.
- Updates and activities not specifically documented in this Service Description.
Important Additional Information on ProSupport Plus for Enterprise System Maintenance
- During maintenance, updates may cause a temporary loss of connectivity to other connected devices.
- After the update is completed, it may be necessary to restart connected devices and verify their connectivity.
- Systems to be updated must be made available to Dell Technologies or authorized Dell Technologies agents during the agreed maintenance window.
- Depending on the type of system to be updated, an additional system maintenance system or resource may need to be made available.
- Depending on the system to be updated, Dell Technologies or authorized Dell Technologies agents may need to be granted administrative rights for the device.
- The Customer is responsible for the possession and maintenance of all license requirements pertaining to equipment and software updates.
- In the event that a software update on an authorized Product may cause the performance of another unauthorized product to degrade or negatively affect performance, Dell Technologies, in agreement with the Customer, may decide not to proceed with the system maintenance activity until the situation is resolved.
- To fully enable system maintenance under ProSupport Plus for Enterprise systems, suitable connectivity technology, such as Dell Technologies' SupportAssist and/or Secure Remote Support, must be installed with log collection options enabled.
- The installation of new software versions for Dell Technologies converged and hyper-converged infrastructure systems determined during system maintenance, including, but not limited to, software versions published on applicable interoperability configuration matrices (Dell Technologies Simple Support Matrix or Release Certification Matrix), may require the purchase of separate services from Dell Technologies. For more information, contact Dell Technologies.
COLLABORATIVE SUPPORT
If the Customer opens a Service Request and Dell Technologies determines that the issue relates to eligible third-party vendor products commonly used with the Products covered by a Dell Technologies warranty or maintenance agreement, Dell Technologies will make every effort to provide collaborative support, whereby Dell Technologies:
- Serves as the single point of contact until the issues are isolated,
- Contacts the third-party vendor,
- Provides documentation on the issue, and
- Continues to monitor the issue and obtain status and resolution plans from the vendor (where reasonably possible).
To be eligible for collaborative support, the Customer must have appropriate active support contracts and rights granted directly by the third-party vendor and Dell Technologies or an authorized reseller. Once the issue is isolated and reported, the third-party vendor will be solely responsible for providing support, whether technical or otherwise, in relation to the resolution of the customer's issue. Dell Technologies ASSUMES NO RESPONSIBILITY FOR THE PERFORMANCE OF PRODUCTS OR SERVICES OF OTHER VENDORS. A list of collaborative support partners can be found in the Collaborative Support Listing. The list of supported third-party Products may vary at any time without prior notice to Customers. For more information on obtaining services from Dell Technologies for products obtained from a reseller, contact your reseller or local Dell Technologies sales representative.
SUPPORT FOR DELL TECHNOLOGIES SYSTEM SOFTWARE
The support for Dell Technologies software included in ProSupport Plus for Enterprise systems provides support for certain third-party Products, including end-user applications, operating systems, hypervisors, and firmware, when such third-party Products are 1) used in conjunction with, currently installed on, and functioning on the Products at the time support is requested and 2) covered by the terms of support and maintenance under the existing ProSupport Plus for Enterprise service. This level of support is provided on the ProSupport Plus for Enterprise-authorized equipment, regardless of how the eligible software was purchased and licensed. However, the Customer is responsible for ensuring that the eligible software was properly purchased and licensed, as provided by the developer. The Customer is solely responsible for correcting any issues with licenses and purchases of eligible software to be eligible to receive such Services at any time during the coverage period. A list of eligible software can be found in the Software Support Listing. The list of supported third-party Products may vary at any time without prior notice to Customers. Situations arising from Customer inquiries must be reproducible on a single system, which may be physical or virtual. The Customer understands and agrees that resolutions to some issues that involve the opening of a Service Request by the Customer may not be available through the developer of the applicable software version and may require support from the developer itself, including the installation of additional software or other modifications to the Products. In situations where a resolution from the developer of the applicable software version is not available, the Customer agrees that Dell Technologies will provide assistance by fully fulfilling its obligations.
Additional Terms and Conditions Applicable to End Users Purchasing Products from an OEM
For the purposes of this section, "OEM" means a reseller that sells supported Products as an Original Equipment Manufacturer, purchasing Dell Technologies Products and Services from the OEM Solutions group of companies (or its successors) for a specific OEM project. Typically, an OEM includes or bundles such Dell Technologies Products within or alongside the OEM's proprietary hardware and software solutions or other intellectual property, thereby constituting a specialized system or solution with industry or business-specific functionality (the "OEM Solution") and reselling such OEM Solution under its own OEM brand. With respect to OEMs, the term "supported Products" includes Dell Technologies supported Products provided without Dell Technologies branding (i.e., an unbranded system ready for the OEM), while the term "End User" means the Customer or any other entity that purchases an OEM Solution for personal use and not for resale, distribution, or sublicense to others. It is the OEM's responsibility to provide first-level problem resolution to the End User. A correct initial best-effort diagnosis must be performed by the OEM before contacting Dell Technologies. The responsibility for performing initial problem resolution remains with the OEM even if the End User involves Dell Technologies for assistance. If the End User contacts Dell Technologies for assistance without first contacting their OEM, Dell Technologies will direct them to the OEM for first-level problem resolution before contacting Dell Technologies.
Dell Technologies ProSupport Plus for Enterprise on Non-Standard Components in Custom Server Products
Repairs and replacements of non-standard or unique components ("Non-Standard Component Support Services") constitute a value-added replacement service to supplement the Customer's PowerEdge product warranty for standard configuration Dell Technologies components that require replacement due to defects in materials or workmanship ("Warranty Repairs"). Dell Technologies branded firmware/software is NOT available for "non-standard components," and the Customer must therefore use the utilities provided by the manufacturer for component monitoring and/or updating. The Customer also agrees to work directly with the manufacturer to resolve any quality issues related to software/firmware, utilities, and hardware. Dell Technologies agrees to provide Non-Standard Component Support Services to replace non-standard or unique replacement parts that the Customer has anticipated and guaranteed to be available as indicated above, and once the Customer has taken the necessary steps to assist Dell Technologies in placing orders for service material to facilitate the repair activity. Assuming the Customer has accurately anticipated storage needs, Dell Technologies will replace the defective part based on the Customer's applicable warranty repair response time and install the replacement part in the Customer's Product, which the Customer acknowledges and agrees that Dell Technologies cannot be held responsible for component availability. On-site response and same-day component delivery (e.g., within 4 hours) may not be available for "non-standard" component replacement; in such cases, Dell Technologies will follow the next business day response procedures. Replacement parts may be new or refurbished as permitted by local law. Furthermore, performing repairs and replacements under Non-Standard Component Support Services may require Dell Technologies to utilize the warranty and/or maintenance services of a third-party manufacturer/developer; the Customer agrees to assist Dell Technologies and provide any materials requested by a third-party manufacturer or developer to facilitate the use of the corresponding third-party warranty and/or maintenance services.
Service Verification
Technical verification of the resulting configuration by Dell Technologies based on a separate Statement of Work (SOW) after the installation of non-standard or unique components or software requested by the Customer is a specific time-based activity, and support services for non-standard components are available only in the specific configuration defined by the Customer and tested by Dell Technologies. Dell Technologies will communicate the exact tested hardware configuration, including firmware levels. Upon completion of technical testing, Dell Technologies will provide the results via a report indicating the outcome (passed or failed). Dell Technologies will make commercially reasonable efforts to support the recognition and operation of the non-standard component on the Dell Technologies Product. However, modification of standard Dell Technologies utilities (including BIOS, IDRAC, and SupportAssist) is not supported. The Customer is required to work directly with the manufacturer to resolve any issues related to non-standard components that arise during the design testing (including quality, software, firmware, or hardware specifications/limitations). Additional Dell Technologies technical testing after the Customer has received a pass report will require a new Statement of Work with associated non-recurring engineering costs, including any technical testing required in relation to the repair or replacement of any configuration component during the Customer's system warranty period.
Other Service Details
The warranty periods and support options ("Support Information") on this website are applicable (i) only between Dell Technologies and the organizations that procure the relevant products and/or maintenance under a contract entered into directly with Dell Technologies (the "Dell Technologies Customer") and (ii) only to products or support options ordered by the Dell Technologies Customer at the time such Support Information is updated. Dell Technologies may modify the Support Information at any time. Except for modifications made by third-party product developers and manufacturers, the Dell Technologies Customer will be notified of any changes to the Support Information as specified in the current product order and/or the maintenance contract between Dell Technologies and the Dell Technologies Customer. However, such changes will not apply to products or support options ordered by the Dell Technologies Customer prior to the effective date of the change.
Dell Technologies is not obligated to provide support services for equipment located outside of the Dell Technologies service area. For the purposes of this section, "Dell Technologies service area" means an area within (i) one hundred sixty (160) kilometers of a data storage and protection systems service location and (ii) the same country as the Dell Technologies service location, unless otherwise specified in the contract with Dell Technologies, in which case the definition in the existing contract prevails. For EMEA customers, unless otherwise specified in this Service Description or the Agreement, on-site support is available up to a distance of 150 kilometers from the nearest Dell Technologies Logistics location (PUDO or pick-up/return site). For more information on the availability of on-site service in EMEA countries, please contact your sales representative.
The Service is not available in all locations. If the Product is not located in the geographic location corresponding to the location indicated in Dell Technologies' support documentation for the Product, or if configuration details have been modified and such modification has not been communicated to Dell Technologies, Dell Technologies must re-qualify the Product for the purchased support entitlement before redefining the applicable response times for the Product. Service options (including service levels, technical support hours, and on-site response times) vary by geographic area and configuration, and some may not be available at the Customer's location. In such cases, you must request details from your sales representative.
The obligation of Dell Technologies to provide Services for transferred Products is subject to various factors, including, but not limited to, local Service availability, any additional fees, inspection, and re-certification of transferred supported products according to the applicable Dell Technologies material consulting times and rates at the time. Unless otherwise agreed in writing with the Customer, Dell Technologies reserves the right to modify the scope of Support Services with sixty (60) days' prior written notice to the Customer.
Products or services obtained from any reseller are exclusively governed by the contract between the buyer and the reseller. Such contract may specify the same terms as the Support Information on this website. The reseller may agree with Dell Technologies to provide warranty and/or maintenance services for the buyer on behalf of the reseller. Customers and resellers providing warranty and/or maintenance services or professional services must be adequately trained and certified. The performance of any service provided by unqualified/uncertified customers, resellers, or third parties may incur additional costs if Dell Technologies support is required as a result of the provision of third-party services. Contact your local reseller or Dell Technologies sales representative for more information on the provision of warranty and maintenance services by Dell Technologies for products obtained from a reseller.
CONTACTS
For more information, contact your local representative or authorized reseller.
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EMC Corporation believes the information in this document to be accurate as of the publication date. The information is subject to change without notice.
Rev. 1 December 2020
