Company Administration FAQ

FAQs

What is the difference between a Company Administrator and a Partner Administrator?
A Company Admin can manage various location, product, and contact features for the organization. A Partner Admin can only administer the Product Alias and Product Level Contacts for products contractually assigned to the Support Partner. A Partner Admin can also demote or promote the Partner Admin role for other users within the same organization.

Who is a Support Partner?
A Support Partner is the service provider responsible for remote monitoring, raising service requests (SRs), and delivering support for one or more products at the end‑customer location.

When should I use a third-party Contact role?
A third-party Contact role must be used for external contacts, such as consultants, that your organization wants to grant access to work on your behalf. This includes the ability to open and manage service requests, use MyService360, and access software on behalf of your organization. Third-party contacts are not employees of your organization. Identify them using the domain of their business email account that is used for their Dell online support account.

I am unable to find a Location ID to add into a My Group. What should I do?
Check with your Company Administrator to verify that you have proper access to all your locations. It may be that your account has been restricted from one or more locations. Once confirmed that the location is not accessible by an Administrator within your organization, then open an Administrative Request using the Administrative Support page. And provide your account information and one or more Location IDs your Administrators are unable to access.

What are the various product level contact relationships used for?
Your company’s product level contact relationships are used to identify who to contact when a product must be serviced by a Dell Technologies technical support agent. In a Dial Home Service Request creation, the primary contact is selected automatically. If the primary contact is unavailable, Dell Technologies contacts your company through the Alternate contact. If the Alternate contact also is not available, then the After Hours contact will be used. A product level contact must only be specified when a different contact is needed for that product than the default site level contact.

Should I provide product level Contact for products that do not use the Dial Home service?
No, you do not need to provide product level contacts for products that do not use the Dial Home service. Dial Home contacts do not need to be specified for products that are not enabled for this functionality and only are needed when the site-level Dial Home Contacts defaults must be over-ridden.

I am unable to see some of my products installed on a location. What should I do?
If you are unable to view the products installed on a location, first check for any applied "filters,” if the issue remains, please create an Administrative Request using the Administrative Support page and include the following information:

• The page you are viewing

• Information about the products that are missing from your view and any related Location IDs. 

How can I request Company Administrator privileges?
You can contact an existing Company Administrator in your organization to provide you with administrator rights. To view the list of existing administrators for your company, open the person icon menu in the support site header, and select Manage Company Information. The Company Information Locations module should be displayed. Select the Users module to see the list of users from your ecosystem.

What is the difference between External and Internal Contacts?
Internal Contacts are employees of your organization. External Contacts are users from outside your organization that have been granted access to create and manage service requests for a specific location by one of your company administrators.

What are Inherited locations?
Inherited locations are ones that you are connected to because they are associated to your organization and have the Open security setting. They will appear as Type: My Company in the Company Information > Locations module.

What are the different Site Visibility levels that can be assigned to a location?
There are three different Visibility levels that can be assigned to a location.

• Open - accessible to all business users belonging to your organization. Users within your organization inherit association to all locations within your organization upon registering for a Dell Technologies online account. No maintenance is required as this is the default security level.

• Restricted - access to these locations was granted by a Company Administrator. Employees can request such access by going to the View Sites/Company Sites section within Company Administration and clicking the Request Access button.

• Blocked - only visible to Company Administrators from your organization and users explicitly granted access; locations are hidden from all other users. Access can only be granted when a business user is added directly to the blocked site by Dell support during the transition to Access Groups visibility controls.

As a Company Administrator, how can I set the Location Visibility level of a location?
Company Administrators were formerly able to control access to one, many, or all their organization’s locations by applying Location Visibility where appropriate. This was done on a per location basis by clicking on one of the Location IDs in the results grid of the Locations module.

This visibility control is currently transitioning to the preferred Access Group visibility control. During the transition, any locations that had Location Visibility set to Restricted or Blocked will maintain and display that setting under Location Visibility, and any existing relationships that had been granted to the userbase will remain during the transition.

Changing the Location Visibility online or granting new user relationships, however, is currently not available to Company Administrators.

To change the Location Visibility setting of a Location ID, the Company Administrator will need to request Customer Support during this transition period:

1. Sign in to Dell Support Site

2. Trigger this link: Administrative Support

3. Select Enterprise Online Account Help

4. Open Tell us more menu & select the appropriate option

5. Include the Location ID(s) and the Site Visibility assistance needed (ex. change of setting, a user relationship to a Restricted or Blocked location created or removed)

Adding or Removing a user relationship to a location with Restricted or Blocked Location Visibility setting will require contacting support for assistance.

1. Sign in to Dell Support Site

2. Trigger this link: Administrative Support

3. Select Enterprise Online Account Help

4. Open Tell us more menu & select the appropriate option

5. Provide the information related to your request including Location ID(s), email of the user you wish to add/remove the relationship for, and whether you need the relationship added or removed from the Restricted or Blocked location

What is Secured Site Access?
Secured Site Access indicates that an administrator for your organization has provided you access to a location that has either the Restricted or Blocked site visibility. What is a sub-location?

A sub-location allows Company Admins to flexibly group and manage installed Dell assets - at the same physical location - by granular details such as preferences, product details, or precise physical location.

Why does the Company Administration / Manage Company Information area look different than I remember?

The Company Administration / Manage Company Information area has been refreshed with a more streamlined experience as we modernize our support site. You will be automatically redirected to the new company pages, where the left side menu can help you navigate these improved administrative functions.