Comprehensive and Collaborative Software Support
Once your IT infrastructure is configured to meet your organization’s specific needs and objectives, supporting that unique environment on your own can be costly, risky and time-consuming. Help minimize disruptions and maintain a high level of productivity with Dell Support Services and Dell ProSupport — a suite of configurable support services that offer software troubleshooting and many other features to meet your IT and business requirements.
Dell ProSupport offers three levels of software support to choose from — Comprehensive, Core Software Troubleshooting and Collaborative — depending upon your hardware and/or separate software purchases through Dell.
Support is subject to active Dell support service contracts on the Dell tested and validated data center and end-user configurations listed below.
- Dell PowerEdge™ servers
- Dell PowerVault™ storage
- Dell | EMC storage
- Selected multivendor hardware
- Dell Latitude™ notebooks
- Dell OptiPlex™ desktops
- Dell Vostro™ desktops and notebooks
- Dell Precision™ workstations and mobile workstations
Comprehensive Support for Data Center Software
Get basic to advanced software troubleshooting for Dell-branded and third-party software, as well as:
- Configuration, how-to and best practice recommendations
- Remote deployment assistance with patches and updates
- Application validation support (product key failures)
- Reinstallation support (returning product to its original state)
- Access to patches, updates and new version upgrades for Dell-branded and third-party software
Support agreements can be packaged with a software subscription providing you with access to patches, updates and new version upgrades during the term of the support agreement. Click on the application-specific service description/contract under the Software Support section of dell.com/servicedescriptions for support coverage.
- Click here to view the current list of Data Center software that is subject to Comprehensive Support
Core Software Troubleshooting
This level of Dell ProSupport offers incident-based third-party software troubleshooting for data center and end-user applications, OS and firmware. (Please see Dell ProSupport Service Description for support coverage.)
Core operating system and software applications troubleshooting are provided with hardware purchased directly from Dell, whether for data center or end user. Core software support includes unlimited, toll-free phone-based troubleshooting support for core applications, operating systems and firmware for the duration of the support contract.
- Click here to view the current list of software products that are subject to Core Software Troubleshooting Support
Collaborative Support With Third-Party Vendors
If a system problem is determined to be related to a third-party issue, Technical Support will collaborate with select third-party vendors to assist with resolution of issues among the customer, Dell and third-party hardware and software vendors.
Please note that Dell reserves the right to determine if an issue is best serviced by a third party. Collaborative support does not replace a support contract with the third-party vendor, support license and/or service entitlement coverage; rather, it provides reasonable coordination and monitoring of the resolution by Dell. The ability to receive technical collaboration from a third party may be free of charge or dependent upon whether you have the appropriate active support agreements and entitlement with the respective third-party vendor.