To support today's complex, high-end environments, we offer a portfolio of aggressively priced Same Day Response Services for customers using
their Dell systems for time-sensitive operations or critical business functions. Technology is a significant
investment and it pays to protect your IT systems from costly downtime.
For our 4-Hour Response service, a Dell-trained technician will arrive on-site,
depending on your location, within 4 hours after problem determination to help get your system back in
operation as rapidly as possible. You can choose between options delivering 4-Hour response with 7x24 or 5x10 coverage on Dell OptiPlex
Desktops.
| How To Purchase | Available for both new and previously purchased Dell OptiPlexTM Desktops. For a new system, order online or through your Dell Sales Representative. To support a previously purchased* system, click below to upgrade or extend service. |
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Why Dell for Same Day On-site Response?
With Dell, you get fast resolution, high uptime, increased productivity, and lower costs. If an on-site technician is needed, we are more likely than the industry average to fix the problem right, the first time. Dell puts you back to work fast.
When evaluating the right level of hardware support service, consider:
- Will your system be used to run critical functions that require a high level of availability?
- Would system downtime for more than several hours be a serious problem for the users?
- Does system downtime adversely affect your relationship with your customers or suppliers?
- Do you have trained IT personnel to support your systems and to focus on new strategic initiatives?
- Are you looking for a single point of accountability?
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Support Procedures
When you contact Dell Technical Support with an issue, we will ask you to participate in some limited phone-based troubleshooting to identify the root cause of the issue. Dell's focus on remote troubleshooting can help minimize overall system downtime by getting the issue quickly fixed remotely or helping us to dispatch the right part (if necessary) - all in an effort to get your system or Dell workgroup laser printer up and running as quickly as possible with a repaired system on the first call.
You will help the technician serve you better if you have your service tag number, operating system version, and peripheral models you are using. Dell Technical Support can then access our large database for your system history and extensive knowledge base.
Let the technician know what error message you are getting and when it occurs, as well as what steps you may have already taken to solve the problem. If Dell cannot resolve the issue over the phone, a service call will be placed to dispatch the appropriate part(s) and a service technician, if necessary.
Service Dispatch Procedures
- On 4-hour response service contracts, if the customer has purchased the 5x10 contract, calls dispatched before 4:00 p.m., local customer time, will be responded to on the same business day Monday through Friday (excluding regularly observed holidays). Expect the service technician to be on-site within 4 hours from time of dispatch. The technician will attempt to call the customer within 2 hours of dispatch to discuss the status of the service call (note: 4-hour response parts are sent directly to the customer via local courier). If the call is dispatched after 4:00 p.m., local customer time, the service technician will not respond until the following business day. The technician will attempt to call the customer directly to schedule a more specific and convenient time to deliver the service the next business day.
- On 4-hour response contracts with the 7x24 option, calls will be responded to within 4 hours regardless of the time the dispatch was created by Dell Technical Support (365 days a year). The technician will attempt to call the customer within 2 hours of the dispatch to discuss the status of the service call (note: 4-hour response parts are sent directly to the customer via local courier).
- On next business day response service contracts, calls dispatched by Dell Technical Support before 5:00 p.m. local customer time, will be responded to next business day. For calls dispatched after 5:00 p.m. local customer time, the service technician will take an additional business day to arrive at your location. The actual response time on the next business day is dependent upon parts delivery to the technician for the customer's local area. Once the part is received, the technician will attempt to call the customer directly to schedule a specific time that is convenient to deliver the service that day.
- If you purchase an extended service contract after a prior service contract has expired, your system must be re-certified (for a fee) before a new service contract may be purchased. Any repair needs identified during the re-certification are the responsibility of the customer, and repairs must be completed prior to purchase of the new service contract. Although reasonable effort is made to notify you before your service contract expires, Dell is not liable for any failure to do so.
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