Help Me Choose: Enterprise Hardware Support Service

• Whether you are IT professional or end user, Dell support services offer remote and on-site technical support solutions for your Dell and non-Dell hardware and software

• For quick reference, scan the following scenarios to see which support service is most likely to address your support needs

• If your enterprise-level organization has critical workloads and applications that require constant availability and the systems supporting them need proactive and preventative measures, Dell ProSupport Plus may be the right support service for you

• If your small- to medium-sized business requires robust support services — 24x7 tech support, accelerated response times, proactive support options and data and asset protection features — Dell ProSupport may be the right support service for you

• If you or your office need basic coverage for hardware repair and replacement and don’t require around-the-clock support, Dell Basic Hardware Service may be the right support service for you

• Read the detailed description of each support service and view the feature comparison below for more information on the individual hardware support services
Dell ProSupport Plus

Dell ProSupport Plus is an enterprise-class support that is designed to proactively improve the performance and stability of your critical systems through environmental intelligence and the right expertise for your organization.

Services include:
  • A dedicated Technical Account Manager
  • Direct access to elite Dell ProSupport engineers
  • Monthly contract renewal and support history reporting
  • Personalized recommendations to help improve performance
  • Health checks and systems maintenance as needed
  • Proactive monitoring and resolution through Dell SupportAssist
  • Hypervisor, OS and third-party software applications support
  • Next Business Day After Remote Diagnosis and 4-hour/2-hour mission-critical response options

Dell ProSupport

Whether you have one office or hundreds globally, Dell ProSupport addresses your support needs from end-user PCs to complex data centers by offering a single point of accountability with access to highly trained experts — 24x7x365 days a year.

Services include:
  • 24x7 direct access to highly trained experts who provide enterprise-level, tech-to-tech support
  • Next Business Day On-Site Service after Remote Diagnosis*, plus same day parts and labor response options
  • Remote and on-site support with 4- and 8-hour parts and labor response options.
  • Comprehensive troubleshooting and support for operating systems, hypervisors and firmware
  • Collaborative assistance for third-party data center and end-user hardware and applications
  • Emergency parts and labor dispatch, in parallel with troubleshooting, for issues you identify as severity level 1
  • Access to secure online management of parts, convenient for servicing your own hardware

Dell Basic Hardware Service

Dell Basic Hardware Service is a value-priced professional hardware support service that provides chat, email and limited phone support during local business hours. The level of service varies by your location and contract.

Services include:
  • Limited phone support during local business hours
  • Return for repair (including mail-in, carry-in or collect-and-return support)
  • Options for parts and labor services, including parts-only support
  • Next Business Day On-Site Service After Remote Diagnosis* (depending on the hardware product, additional repair options may be available)

Diagnosis and troubleshooting Dell Basic Hardware Service Dell ProSupport Dell ProSupport Plus
24x7x365* phone and online support with Dell experts for both hardware and software troubleshooting No Yes Yes
Third-party collaborative assistance for hardware and software issues — Simplify software troubleshooting with a single call No Yes Yes
Hypervisor and operating system support No Yes Yes
Dispatch monitoring and crisis management No Yes Yes
Escalation management No Yes Yes
SupportAssist remote monitoring and automated support No Yes Yes
Direct access to Senior Dell ProSupport Plus Engineers No No Yes
Dedicated Technical Account Manager No No Yes
Monthly health check and performance recommendations No No Yes
Monthly contract renewal and service history reporting No No Yes
System maintenance (as needed) No No Yes
Parts and labor dispatch  No Yes Yes

Next Business Day On-Site After Remote Diagnosis* parts and/or labor dispatch 
Yes Yes Yes
Same-day parts and labor dispatch No Available Available
Mission-critical response — Choose between 2, 4, or 8 hours on-site parts and/or labor dispatch No Available Available