1On-site service or Advanced Exchange Service after remote diagnosis
(a) On-site service after remote diagnosis is determined by the online or phone technician, and may involve customer access to the inside of the system and multiple extended sessions. If the issue is covered by the Limited Hardware Warranty and cannot be resolved remotely, the technician and/or replacement part will be dispatched, usually in 1 or 2 business days, following the completion of the remote diagnosis. On-site service is provided by Dell Marketing L.P; Availability varies. Other conditions apply.
(b) Advanced Exchange Service repairs or replaces hardware after remote diagnosis. The customer must return the original hardware to Dell according to the rules specified. Advanced Exchange Repair is subject to country availability.
(c) For complete details about On-site Service or Advanced Exchange Repair, see dell.com/servicecontracts.
2Software support with collaborative 3rd party assistance.
3Available for ProSupport Plus customers with 500 or more ProSupport Plus systems.
4Based on a Principled Technologies test report, “Dell ProSupport Plus with SupportAssist warns you about hardware issues so you can fix them before they cause downtime” dated April 2019. Testing commissioned by Dell, conducted in the United States. Actual results will vary. Full report: http://facts.pt/0xvze8. Hardware issues detected by SupportAssist include hard drives, solid state drives and batteries.
5Hard drive retention is not available on models with a soldered hard drive, Chromebooks or Venue tablets, except the Venue 11 Pro.
6SupportAssist not available on Linux, Windows RT, Ubuntu or Chrome based products. SupportAssist automatically detects and proactively alerts Dell to: operating system issues, software upgrades, driver updates and patches, malware, virus infected files, failures of hard drives, batteries, memory, internal cables, thermal sensors, heat sinks, fans solid state drives and video cards. Predictive analysis failure detection includes hard drives, solid state drives and batteries.
7Based on a Principled Technologies test report, “Spend Less Time and Effort Troubleshooting Laptop Hardware Failures” dated April 2018. Testing commissioned by Dell, conducted in the United States. Actual results will vary. Full report: http://facts.pt/L52XKM
8Software support with collaborative 3rd party assistance.