Collaborative Support Troubleshooting

Dell ProSupport Technical Support will collaborate with select third-party partners to assist with resolution of issues between the customer, Dell and third-party hardware and software partners. If a system problem is determined to be related to a third-party issue, Dell collaboration will help resolve the issue until it has been determined the incident is satisfactorily resolved.

Dell reserves the right to determine if an issue is best serviced by a third-party. Collaborative Support does not replace a support contract with the third party-partner, support license and/or service entitlement coverage; rather, it provides reasonable coordination and monitoring of the resolution by Dell. Collaborative Support third-party partners are subject to change at any time without notice.

The ability to receive technical collaboration from a third-party may be free-of-charge or dependent upon whether you have a direct support warranty contract with the third-party. Collaborative Support is based on the service offering of the third-party and the license type purchased from Dell on behalf of the partner.

Please contact Dell Technical Support for more information regarding your entitlement.

Enterprise Collaborative Support Technology Coverage

Dell ProSupport includes Dell original equipment manufacturer (“OEM”) software troubleshooting with Collaborative Support for select Dell OEM applications, operating systems, and firmware on Supported Products (the “Third-Party Products ”) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer for the duration of the Dell support contract.

Collaborative Support is currently available subject to active Dell support service contracts on the below Dell Enterprise Systems with versions of the software/products(*) listed below:

Dell Tested and validated Enterprise/Commercial Configurations:

Collaborative Service is available to Dell ProSupport customers on the below Dell tested and validated configurations for the following product platforms:

Third-Party Products Subject to Collaborative Support:
1E	Elmo	Mellanox
Absolute	EMC Legato	Microsoft
Acces I-O	EMC	Nortel
Acuo	Emulex	Novell
Adobe	Encyclopedia Britanica	NVidia
Altiris	Epson	Oracle
Amulet Hotkey	Ergotron	Panasas
ANSYS	ESRI	Panasonic
Antenna Plus	Extreme Networks	Plasmon
APC	F5	Platespin
Aruba	Falconstor	Polyvision
ASK	First Mobile Technologies	Proeducacion
AudioCodes	Force10	Promethean
Autodesk	Front Row	PTC
Avermedia	GarrettCom	Qlogic
Avid	Havis (Augmentix)	Quantum
Avocent	Hiel	Quest
Axis Communications	Hitachi Data Systems	Red Hat
Barracudaware	HP	Samsung
Bay Dynamics	IBM	SAP
BDT	Ibrix	SAS Curriculum Pathways
Bentley	Imation	Scalent
BMC	Insight VideoNet	Scali
Bretford	Intel	Silverstorm
Bridgehead	Intuit	SMART
Brocade	Iron Mountain	Sonic wall
Cakewalk	Jinhuake (金华科）	Stealth
Caringo	JJWild	Steljes
Cast Iron	Julong	Stonefly
Cisco	Juniper	StoredIQ
Citrix	JustSystems	SUN
Clustercorp	Kingston	SuSE
CoCreate	Kroll Ontrack	Symantec
CommVault	Lanschool	Techdata
Computer Associates	Lapsafe	TeraMedica
Crosstec	Lind Electronics	Terascala
DassaultSystems	Makau	TES
Data Domain	McAfee	Topspin
Datamation	McData	Videonet
Dialogic	MintEnglish（敏特英语）	Vizioncore
Discovery Education	Monarch	VMware
Double-Take	MSC Software	Wave
DyKnow	Myricom	Xerox
Dynamic Imaging	Netop	Yasukawa
Egenera	NewTek
eInstruction	Mediatech
Elecom	Meditech

Please note that partners may change at any time without notice to Customers.
* = Please note not all regions or product versions may be included in the scope of collaborative support coverage. Please contact Dell for more information.

Client/Consumer Collaborative Support Technology Coverage

Dell ProSupport includes Dell OEM software troubleshooting with Collaborative Support for select Dell OEM applications, operating systems, and firmware on Supported Products (the “Third-Party Products ”) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer for the duration of the Dell support contract.

Dell reserves to determine if an issue is best serviced by a third-party. Collaborative Support does not replace a support contract with the third party-partner, support license and/or service entitlement coverage; rather, it provides reasonable coordination and monitoring of the resolution by Dell.

Dell Tested and validated Client/Consumer Configurations:

Third-Party Products Subject to Collaborative Support:
Adobe®	CNC (MasterCAM)	Paradigm
AJA (Xena HD)	Co|Create	Planar
Altair	Cyberlink	PTC®
ANSYS	Dassault Systemes	Redhat®
ATI	ESRI®	Roxio
Atmel	Hitachi	Schlumberger
Autodesk®	Intel	Seagate
Avid®	Kingston	SLED (Suse)
Barco	Landmark Graphics	Sonic
BENTLEY	McAfee	Sprint
Broadcom	Mentor Graphics	Symantec
Cakewalk®	Microsoft	UGS
Cineform (Aspect HD)	MSC Software®	Verizon
Cingular	Newtek	Wave
Citrix/Ardence	NVIDIA	Western digital

Please note that partners may change at any time without notice to Customers.
* = Please note not all regions or product versions may be included in the scope of collaborative support coverage. Please contact Dell for more information.

Exclusions from coverage

Please refer to your service contract for specific service exclusions. A list of the service contracts can be found on www.dell.com.