Dell's New Global Service Offerings

Dell has retired its old "Enterprise Services" portfolio (Silver, Gold & Platinum Plus) as well as some others such as Business Helpdesk, Gold Technical Support, and Dell On Call and replaced them with a single new ProSupport offering. The announcement revolves around Dell's commercial support. Consumer support is not affected.

The announcement signals a broadening of Dell's enterprise-level support scope, a standardization of Dell's commercial services globally, and a lowering of the bar to access higher-end proactive services.

• Unlike the old Enterprise Support offerings that were focused on mid- to high-end servers and storage, ProSupport has been broadened to the desktop and even mobile products, for commercial users. This consolidation simplifies the relationships between Dell and its customers both at the contractual and support levels, where previous multiple contact points can now be rationalized.
• Dell is also using ProSupport to standardize its offerings worldwide. Prior to this announcement, users may have seen significant per-country variations in Dell's service portfolio.
• The re-packaging has allowed Dell to "lower-the-bar" to access some proactive services, previously the domain of Dell's high-end Platinum Plus offering, which was aimed at larger enterprises with around 100+ servers. With the relaxation of this minimum size "rule,"  smaller organisations can now get access to these higher-level services.

In many ways, key aspects of the services delivered (hardware maintenance, collaborative support, proactive services) haven't changed, and it is more about how Dell has changed its packaging and hence, its go- to-market strategy – including its now global consistency, which is different. This means that Dell doesn't have a major logistical task to reengineer itself in order to roll out these new products. As a result the worldwide rollout is expected to happen simultaneously with the US in EMEA and Asia Pacific. The similarity of features also means less disruption in terms of migrating clients from old to new service contracts.

Dell has announced two types of support, ProSupport for End Users and ProSupport for IT. The former is aimed at clients with little in-house expertise, while the latter is for the IT professional with a certain degree of expertise.

A brief overview of features and options for ProSupport are as follows:

ProSupport – Common Features

• Collaborative Support for Hardware and Software
• 24x7 Expert Center Phone and Online Support
• Escalation Management
• Next Business Day onsite support

ProSupport for End Users

• Virus and Spyware help
• Application Assistance (How To) on a focused group of products
• Getting Started Advice
• Remote Assistance – Dell technicians connecting directly to system to enhance the troubleshooting process.

ProSupport for IT

• FastTrack Dispatch via IT Professional Technical Training and Certification – allows qualified users to order their own replacement parts directly, bypassing Dell's telephone queues and hardware diagnosis procedures where the user is confident he/she knows what the problem is and what part is needed to fix it.

Options (applicable to either ProSupport for End User or ProSupport for IT)

• Mission Critical Option – faster onsite response and critical situation processes
• Enterprise Wide Contract – Dedicated Service Delivery Manager (SDM) , proactive planning and reporting
• Proactive Maintenance Option – Health check services
• Remote Advisory Options – remote assistance consultation including installation, configuration, and best practice recommendations
• Computrace Theft Recovery Service – Helps track and recover stolen notebooks and remotely deletes sensitive data
• CompleteCare Accidental Damage Service – Repairs or replaces accidentally damaged systems
• Keep Your Hard Drive – Enables users to control their sensitive data by retaining their hard drives

Products Included

ProSupport for End Users and IT is supported on Dell products aimed at the commercial marketplace and includes select: Dell PowerEdge, PowerVault, PowerConnect, Dell | EMC Enterprise Storage systems that are in a standard configuration, as well as OptiPlex, Precision, Latitude, Vostro computer systems and select Dell printers that are in a standard configuration.

Comments

[Computer Support]

Thanks for the information and post.

[computer repair Toronto]

Thanks for the info

[cheap computers]

Its great that Dell is also using ProSupport to standardize its offerings worldwide. Prior to this announcement, users may have seen significant per-country variations in Dell's service portfolio.

[Cheap Computers]

There are many services which Dell is offering globally

[cheap computers]

My last three laptops have all been Dell laptops. The primary reason for this is the unmatched service tha tyou get.
As I use the laptops for work, i can't live without it for more than a day or two. Thankfully, Dell has an option, known as "Complete Cover" (and Complete CoverGuard) that both give you next business day on-site support. Yes, they send an engineer to you, wherever you are, and fix the laptop on the spot.
This has proved invaluable over the years. I have had a few dud hard drives, a dead DVD-ROM, and two dead system boards (one for the power module, the other for the integrated LAN Card).
After logging a call with Dell technical support, they evaluate the likely fault (dead hard drive is easy!), then arrange a technician for the next day.

As far as I know, only Acer does it faster, with a 2 hour turnaround. The catch with Acer is you have to travel to Homebush to give them your machine, so you waste a day going out there.
sdsdsd