Help Me Choose: Support Services

Dell Support Services help keep you connected and productive throughout the life of your products. From the moment you take your new Dell product out of the box, our team of advanced technology experts are standing by to help you make the most of it.
Home Systems: Inspiron, Alienware, XPS and Chromebook
Dell's Consumer Support Services will give you peace of mind knowing that your system is backed by Dell's Limited
Hardware Warranty. Premium Support allows you in-home hardware support after remote diagnosis when issues arise.

Upgrade to Premium Support to get Dell's most complete support for your Dell PC
Base Warranty With Dell's Limited Hardware Warranty*, if your system encounters an issue that is covered by the warranty but cannot be resolved remotely, Dell will provide a convenient way to return your system to a Dell certified repair facility and return the repaired device.

*Limited Hardware Warranty available by writing Dell USA LP, Attn: Warranties, One Dell Way, Round Rock, TX 78682, or see dell.com/warranty.
Prosupport ServicesPremium Support provides 24x7 access to Premium Support Techs for hardware and software issues. This
premium service includes in-home hardware support after remote diagnosis, as well as proactive issue
detection with SupportAssist. Premium Support techs also provide support on premium software, OS, OS upgrades, networking and backup.
Accidental Damage* pairs with Premium Support to provide repairs for devices that are accidentally
damaged by drops, spills, cracks or electrical surges, plus all of the benefits of Premium Support.

*Accidental Damage Service excludes theft, loss, and damage due to fire, flood or other acts of nature, or intentional damage. Customer must return damaged unit. Limit of 1 qualified incident per contract year. See dell.com/servicecontracts.

FeaturesBase WarrantyPremium SupportPremium Support +
Accidental
Damage*
Hardware Support during local business hoursYesYesYes
Onsite repair after remote diagnosis

*​Onsite Service after Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually in 1 or 2 business days following completion of Remote Diagnosis. Onsite Service is provided by Dell Marketing L.P. Onsite service is not available on Chromebook or Venue tablets, except the Venue 11 Pro. Availability varies. Other conditions apply. For complete details about Onsite Service, see dell.com/servicecontracts.
NoYesYes
24x7 direct access to hardware and software technology expertsNoYesYes
Single source for common 3rd party software troubleshootingNoYesYes
Dell's SupportAssist technology that provides proactive monitoring, issue detection, notification and automated case creation for quick issue resolutionNoYesYes
Dell's SupportAssist technology that provides predictive analysis, notification and automated case creation for issue preventionNoYesYes
Repair for devices that are accidentally damaged from surges, drops or spillsNoNoYes
*Accidental Damage Service excludes theft, loss, and damage due to fire, flood or other acts of nature, or intentional damage. Customer must return damaged unit. Limit of 1 qualified incident per contract year. See dell.com/servicecontracts.    
Work Systems: Latitude, OptiPlex, Precision, Vostro, PowerEdge Servers, Storage, Networking Dell Support Services will help keep you connected and productive throughout the life of your products. From the moment you take your new Dell product out of the box, our team of advanced technology experts are standing by to help you make the most of it.

Upgrade to ProSupport Plus to get Dell's most complete support for your Dell PC, workstation, server or networking product.
Base Warranty Dell Basic Hardware Service is a value-priced professional hardware support service that provides chat,
email and limited phone support during local business hours. Basic Hardware Service includes the
option for mail-in, carry-in or collect-and-return support. *Onsite Service After
Remote Diagnosis is also available depending on the hardware product. The level of service varies by
your location and contract.

*Onsite Service after Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually within 1 business day following completion of Remote Diagnosis. Availability varies. See dell.com/servicecontracts/US.
 Prosupport ServicesProSupport provides direct access to ProSupport engineers for hardware and software challenges. This premier support includes Dell's SupportAssist technology, which remotely monitors PCs and tablets, provides notifications for issues that arise and automatically creates a case to resolve them. When necessary, a field technician will provide onsite support to ensure repairs are done quickly and conveniently.
ProSupport Plus is the only complete support service that automates support for PCs and tablets to prevent issues before they occur and quickly resolve issues when needed (*Based on a Dell analysis dated Feb. 2016. Some ProSupport Plus features are not available on all products. See more). It combines 24x7 expert hardware and software support by ProSupport engineers, *onsite repair after remote diagnosis, repair for devices that are accidentally damaged and the ability to keep a hard drive after replacement to ensure data security.

*Onsite Service after Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually within 1 business day following completion of Remote Diagnosis. Availability varies. Onsite service is not available on Chromebook or Venue tablets, except the Venue 11 Pro. See dell.com/servicecontracts/US. 
                 

FeaturesBase WarrantyProSupport*ProSupport
Plus
Mail-in repair* after remote diagnosis
(Mail-In Service after Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If the issue is covered by Limited Hardware Warranty and not resolved remotely, shipping instructions will be provided. Availability varies. See dell.com/servicecontracts.)
 Yes YesYes
Hardware Support during local business hours YesYesYes
24x7 direct access to hardware and software technology experts NoYesYes
Hardware and Software support provided by a ProSupport engineer NoYesYes
Single source for common 3rd party software troubleshooting NoYesYes
Dell's SupportAssist technology* that provides proactive monitoring, issue
detection, notification and automated case creation for quick issue resolution
(SupportAssist features are only available on Windows 8 and 8.1 based mobile products. Not available on Windows RT, Android or Google Chrome)
 NoYesYes
Dell's SupportAssist technology that provides *predictive analysis, notification and automated case creation for issue prevention
(Predictive analysis failure detection is limited to hard drives and batteries)
 NoNoYes
Repair for devices that are accidentally damaged* from surges, drops or spills
(Accidental Damage Service excludes theft, loss, and damage due to fire, flood or other acts of nature, or intentional damage. Customer must return damaged unit. Limit of 1 qualified incident per contract year. See dell.com/servicecontracts)
 NoNoYes
Keeping a hard drive after replacement to ensure data security
(Hard drive retention is not available on Chromebook or Venue tablets, except the Venue 11 Pro)
 NoYesYes
A dedicated Technical Account Manager* as your single point of contact for issue resolution and monthly reporting
(Dedicated Technical Account Manager is only available for customers with 1000 or more ProSupport Plus)
   
*Some ProSupport Plus features are not available on all products. See more.