DELL 6M PS FYE NBD, 1350cnw

6 Month ProSupport Service for Your Enterprise Next Business Day for DELL 1350cnw Dell is pleased to provide ProSupport for Your Enterprise (the “Service” or “Services”) for select server, storage, desktop and notebook systems and printers (the “Supported Products” as defined below) in accordance with this document (the “Service Description”). This Service includes:
- Direct telephone access 24 hours/day, 7 days/week (including holidays) for Customer’s trained IT staff to Dell’s global Expert Center staffed by senior-level analysts for troubleshooting assistance of hardware and software issues.
- Pre-assigned Service Delivery Manager (“SDM”) as Customer’s primary point of contact for proactive
- planning (including customised support plans) and coordination related to all Dell commercial services.
- Initial high-level gap assessment and evaluation of Customer’s operational support processes (“Support Assessment”).
- Customised support plan based on Customer’s specific service goals.
- Real-time tracking window for select server/storage products/incidents which displays current dispatch status and history in an online interface.
- Monthly reporting for Supported Products (as defined below) and “Operations Performance
- Benchmarking” of server and storage service performance to summarise Customer support activities and assist Customer in proactively planning infrastructure improvements.
- On-site dispatch of technician and/or warranty parts to Customer’s business location (as necessary and according to level of service purchased) for repairs and resolution necessary due to a defect in materials or workmanship on a Supported Product.
- Entitlement to enroll in Fast-Track dispatch for Dell-certified Customer technicians who request a dispatch of warranty parts or parts and labour via Dell online website,or phone to Customer’s business location (as necessary and according to level of service purchased) for repairs and resolution necessary due to a defect in materials or workmanship on a Supported Product. See Fast-Track dispatch enrollment application and Service Description for complete terms and conditions.
- Online technical training to establish Dell certification required for Fast-Track self-dispatch.
- 7x24 access to online support forums.
- Access to information from our Global Command Centers which help manage critical situations in Customer environments, monitor all on-site mission critical dispatches, and provide proactive crisis management coordination and communication (during events such as natural disasters).
- Case management to help track resolution and escalation of issues.
- Escalation management to provide a single point of contact for incident management, escalation and status of incidents within the scope of this Service.
- Remote troubleshooting assistance for many common support issues, when available and with Customer’s consent, in which Dell technicians connect directly to the user’s system over a secure internet connection to expedite and enhance the troubleshooting process.