Help me choose: Warranty and services

Dell™ Basic Limited 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 Limited 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
  • Comprehensive 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 can do even more to help 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 — Ideal 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 monitoring diagnostics and support capabilities in addition to asset and warranty management for select Dell PowerEdge™ and Dell PowerVault™ storage arrays in your physical or virtualized IT environment.
  • IT Advisory Services — Provides a designated IT professional to provide incident reporting, analytics and support planning; also includes preventive maintenance, remote configuration and consultation services. There are two-tiered offers as follows:
    • Essential Package: Designated IT professional, quarterly reporting, analytics, enterprise health check assessment and 6 hours of Remote Advisory Services
    • Strategic Package: Designated IT professional, monthly reporting, analytics, enterprise health check assessment and patch management, 12 hours of Remote Advisory Services
  • 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 Limited Hardware Service Dell 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 partnersNoYes
"How To" assistance for questions on popular applicationsNoYes
Escalation management for critical eventsNoYes
Proactive Systems Management — Enables remote features on select Dell PowerEdge and Dell PowerVault storage arrays in your physical and virtualized IT environmentNoYes
Accidental Damage Service — Repair and replacement for liquid spills, drops, accidental damage and electrical surges not covered under limited warrantyUpgradeUpgrade
Extended Battery Service — Provides replacement laptop batteries beyond first-year warranty with environmentally safe disposalUpgrade Upgrade
Parts and labor dispatch
Return for repair YesNo 
Next Business Day On-Site after remote diagnosis parts and/or labor dispatch YesYes
Same day parts and labor dispatch Upgrade Upgrade
Mission-critical response — Choose between two, four or eight hours on-site parts and/or labor dispatch NoUpgrade
Relationship services
Onsite Diagnosis and Troubleshooting — Staff augmentation, in-person support for specific customer needs Contact Dell Sales for more informationContact Dell Sales for more information
IT Advisory Services — Incident reporting, analytics and support planning NoVisit the IT Advisory Services web page to purchase or call your Dell Sales rep for more information