Platinum Plus Enterprise Support provides our comprehensive, proactive support for your critical server and storage systems and includes the following:
- Proactive problem solving
- Fast accurate problem resolution
- Access to specialized expertise
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| How To Purchase | Available for new and existing server/storage systems by contacting your Dell Sales Representative |
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Platinum Plus Enterprise Support, Dell's most comprehensive level of support, combines rapid response and resolution for critical issues with customized account planning and reporting to proactively help improve uptime. Platinum Plus, Dell's state of the art support, features: Operations Performance Benchmarking, ECC Real-time Tracking Window and excellent reliability.
Relationship and Infrastructure
Operations Performance Benchmarking (Industry-first feature, New for 2006) Innovative new
patent-pending management tools and processes, providing customers with unprecedented visibility into
their IT operations and a mechanism for continuous improvement. We have advanced state-of-the-art
benchmarking to allow customers to routinely compare critical IT performance metrics to historical
results, internal and external peers.
ECC Real-time Tracking Window (New for 2006) Dell has created a real-time web based tool that enables us to bring the Enterprise Command Center to customers. This innovation allows customers to track the real-time position and status of every open incident they are experiencing around the world, without picking up the phone.
Additional features include
- Custom planning, reporting and trend analysis
- Designated Technical Account Managers (TAM)
- Expedited escalation management through TAM
- Best practices gap assessment via onsite TAM visits
- Customer-declared severity level
- Enterprise Command Center for crisis and dispatch management
- Priority access to Enterprise Expert Center specialists
- Case management
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Speed of Response
- 4 Hour On-Site Service*by Dell-certified experts (2-Hour, NBD optional)
- Emergency Dispatch in parallel with phone-based troubleshooting
- Critical situation (Crit-Sit) process
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Breadth of Support
- 7x24 hardware technical phone support
- 7x24 core software troubleshooting
- Collaborative support with select third-party vendors
- Operating system and firmware support, change notification
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Optional Features
- On-Site TAM — dedicated, highly skilled Dell TAM works on-site at your location, providing high-level support to identify areas for improving availability and on-site management of critical situations.
- On-Site Spare Parts —Offers you the opportunity to plan and manage your own inventory of spare parts.
- On-Site Engineer —A dedicated, highly skilled Dell-certified engineer works on-site at your location, providing insight into your specific environment with expert knowledge of Dell processes and technology.
- On-Site Troubleshooting —Instead of phone-based troubleshooting, a Master Dell-certified system expert travels to your location to help troubleshoot issues.
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Dell ServiceSystem
The Dell ServiceSystemTM , our Service Management System, is an integrated set of people, processes, tools and infrastructure which form the foundation for all of Dell's Enterprise Support Services, including Platinum Plus Enterprise Support.
