Help Me Choose: Warranty and Services

Dell Basic Hardware Service
Choose Dell™ Basic Hardware Service if you need:

Local business hour phone support
Dell ProSupport

Choose Dell ProSupport™ if you need:

Around-the-clock, comprehensive support through email, chat or phone, Connection to advanced, certified IT support professionals, Speed of response tailored to your unique business needs.
Dell Basic Hardware Service is included with your new Dell system and is valid within your limited warranty term, which you can extend. This service includes:
  • Basic hardware warranty phone support during local business hours
  • Next Business Day On-Site Service after remote diagnosis* or Return for Repair Service — Depending on the Dell hardware product, additional repair options may apply

Dell ProSupport is designed to help you make the most of your IT investment, and includes:
  • 24x7x365 support
  • Next Business Day On-Site Service on parts and/or labor after remote diagnosis
  • Escalation management — Save time working through your most important issues on a per-incident basis with Dell’s Technical Account Manager Team
  • Collaborative software support — Comprehensive support for popular third-party software 
  • How To assistance for popular off-the-shelf applications
  • Access to technical support tips, enhanced online information and remote monitoring features

Dell ProSupport Speed-of-Response
options do even more to assure the highest levels of availability and problem resolution. Options include:
  • Same day parts and/or labor dispatch — After phone-based troubleshooting, Dell provides the part and/or Dell trained technician on site 
  • Mission-critical response — Perfect for server, storage and desktop environments where avoiding unplanned downtime and reducing recovery time through priority response is a must

Dell ProSupport value-added services support the specific needs that come with mobile, mission-critical or other unique environments.
  • Dell Proactive Systems Management — Enables remote, proactive asset and warranty management on select Dell PowerEdge™ and Dell PowerVault™ storage arrays delivering hardware alerts 
  • Enterprise-Wide Contract — Provides a dedicated resource that sends customers monthly reporting, quarterly on-site review of operations and a dedicated escalation resource 
  • Accidental Damage Service — Repairs or replaces accidentally damaged laptops resulting from drops, spills, surges or breakage
  • Dell Extended Battery Service — Covers an optional replacement battery during a system’s three-year limited warranty period
Dell™ Basic Hardware ServiceDell ProSupport™

Diagnostics and troubleshooting

Business hours support — Phone support during local business hoursYesYes
24x7x365 support — 24x7x365 phone, chat and email support with certified Dell experts for both hardware and collaborative software troubleshootingNoYes
Collaborative third-party software support — Rely on a single point of accountability
Dell will collaborate with third-party software partners.
NoYes
How To assistance for questions on popular applications NoYes
Escalation management for critical events NoYes
Proactive Systems Management — Enables remote features on select Dell PowerEdge™ and Dell PowerVault™ storage arrays delivering hardware alerts and warranty tracking* No

Yes

Accidental Damage Service — Repair and replacement for liquid spills, drops, accidental damage and electrical surges not covered under limited warranty

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Extended Battery Service — Provides replacement laptop batteries beyond first-year warranty with environmentally safe disposal

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Parts and Labor Dispatch

Return for Repair*YesNo
Next Business Day On-Site Service after remote diagnosis parts and/or labor dispatch*YesYes
Same day parts and labor dispatchNo

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Mission-critical response — Choose between two, four or eight hours on-site parts and/or labor dispatchNo

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Relationship Services

Specialized On-Site Service — Staff augmentation, in-person support for specific customer needsNoContact Dell Sales for more information
Enterprise-Wide Contract — IT assessment and support planningNoContact Dell Sales for more information