Article Number: 000108529
MyService360 Service Definitions
Article Content
Instructions
Service Definitions |
|---|
| Term |
Description |
|---|---|
| Product ID |
Displays the serial number of a hardware product, identification number of a software product, or any other identification number that is used to identify a product. |
| Product Type |
Classifies the product or a component as hardware or software. |
| Alerts and Notifications |
Alerts and Notifications display four types of alerts for a product:
|
| Installed Code |
The version of the installed code available in the latest configuration file that is sent by the product to the Dell Technologies backend. But, due to internal processes or incomplete connect-home records, the installed code that is displayed may not match the code that is installed in your environment. If the product is unable to contact the Dell Technologies backend, the version of the installed code that is provided by the service account team or an authorized partner is displayed. If you feel the information that is displayed is incorrect, you can contact your service account team or Dell Technologies technical support. |
| Target Code |
The code version recommended for a product. For multigenerational products or specific configurations, the target code may be a range of code versions. |
| Connect Home |
Indicates if a product is configured to send service-related issues and connectivity status to the Dell Technologies backend. |
| Install Base (IB) Status |
Indicates the current installation state of a product based on your installed base records. If you feel the information that is displayed is incorrect, you can contact your service account team or Dell Technologies technical support. |
| Contract Status |
Indicates if the product warranty or maintenance contract is active. It also indicates if a renewal quote has been provided. |
| EOPS Status |
Provides information about the End of Primary Support (EOPS) for products. When the primary support ends, an extended support agreement may be required, if applicable. If the extended support agreement is not be applicable, the maintenance support cannot be extended.
|
| Site |
Name of the site on which the product is installed. |
| Site ID |
Unique site identification which is necessary to open service requests |
| Last Connect Date |
The timestamp of the most recent system-generated event or configuration file that is sent by the product through a connect-home event that has been processed. Your products must have remote connectivity that is established in order to use this feature. |
| Connect Home Type |
The method used by technical support to receive remote connectivity notifications during a service issue. |
| Serial Number |
A Serial Number is the product ID, in most instances, where the product has been serialized for product tracking purposes. |
| Field Change Orders (FCOs) |
FCOs are necessary to update products that are already shipped or exist in your service spares inventory. An FCO may also require corrective actions for critical issues that may affect your business. An FCO must be implemented with the highest priority. |
| Severity 1 Service Requests (SR) |
A problem that affects you or a workgroup to perform critical business functions. |
| Service Request Status |
The current state of a service request that is standardized across all online support service center offerings. |
| TLA Flag |
Indicates whether a system or license is a top-level assembly unit and is used for tracking product hierarchy between parts and models. |
| Product Family |
Grouping of products from the same product line. |
| Active Escalations |
A service request with an escalation that is open and currently unresolved. |
| Trackable Service Events (TSEs) |
A TSE is created to enable a category under which service requests may be opened to initiate and track certain types of service activity for products that are installed on your site. |
| Connect Flag |
An indicator that determines measurable connectivity by the primary connection type. This indicator suggests opportunities to increase value and security by using Secure Remote Services connections. |
Onsite Services |
|---|
The Onsite Services tab displays near real-time status of your onsite services for the current day across your Install Base. It also includes proactive and corrective maintenance work. The following table describes the different types of proactive and corrective maintenance work:
| Maintenance Category |
SR Type |
Description |
|---|---|---|
| Proactive |
Install/ Implement |
Includes on-site installation, remote connectivity setup, and test, the addition of physical hardware or customer cabinet before installation or upgrade. |
| Proactive |
Field Change Order (FCO) |
Includes a part replacement, patch load, code upgrade, configuration change, or firmware upgrade. |
| Proactive |
Trackable Service Events (TSE) |
A TSE requires global services to take proactive action with a product. |
| Proactive |
Preventative Maintenance Request (PMR) |
A PMR is designed for long-term remediation, and the CAL may be generated on a recurring, cyclic (generally quarterly) basis with the associated service requests released in batches that coincide with the cadence of the CAL generation. |
| Proactive |
Upgrade |
A software upgrade can include; Patch Load, Code Upgrade, Configuration Change, and/or Firmware Upgrade. |
| Proactive |
Upgrade Funded |
A customer billable software upgrade may include one or more of the following:
|
| Proactive |
De-Install |
An event that requires complete uninstallation, including remote connectivity removal. NOTE: This does not include Erasure Services. |
| Corrective |
Hardware |
An event involving hardware that requires a resource to go to the site. |
| Corrective |
Software |
An event involving software that a resource can resolve remotely. |
Article Properties
Last Published Date
10 Apr 2021
Version
3
Article Type
How To