SupportAssist for Home PCs User’s Guide
SupportAssist capabilities and Dell service plans
SupportAssist proactively and predictively detects and notifies you about hardware and software issues that may occur on your PC. Depending on your Dell service plan, SupportAssist automates and facilitates your engagement with Dell Technical Support.
The following table summarizes the SupportAssist capabilities for PCs with an active Basic, Premium Support, ProSupport, ProSupport Plus, Premium Support Plus, and Dell Software Support (DSS) service plans:
NOTE:Dell Software Support (DSS) is available only for customers in the United States with an active Basic plan or an expired service plan.
| SupportAssist capabilities | Description | Dell service plans | ||||||
|---|---|---|---|---|---|---|---|---|
| Contract Expired | Basic | ProSupport | Premium Support | ProSupport Plus and ProSupport Flex for Client | Premium Support Plus | Dell Software Support (DSS) | ||
| Schedule hardware and software scans | Schedule hardware and software scans depending on your preference. SupportAssist performs the scans based on the schedule. | Full support | Full support | Full support | Full support | Full support | Full support | Full support |
| Scan for updates on your PC | Manually scan your PC to resolve issues and increase the stability of your PC. | Full support | Full support | Full support | Full support | Full support | Full support | Full support |
| Scan your PC hardware | Manually scan your PC hardware to identify and resolve any hardware issues. | Full support | Full support | Full support | Full support | Full support | Full support | Full support |
| Boost PC performance | Free up hard drive space, remove clutter, and improve performance with file optimization. | Full support | Full support | Full support | Full support | Full support | Full support | Full support |
| Optimize network connectivity | Update device settings to ensure that your network is efficient and reliable. | Full support | Full support | Full support | Full support | Full support | Full support | Full support |
| Troubleshoot issues manually | You can fix common PC issues by using the step-by-step instructions and video tutorials that are available on the troubleshooting page. | Full support | Full support | Full support | Full support | Full support | Full support | Full support |
| Self-dispatch parts through manual scans | If an issue is detected for in-warranty parts during manual scans, you are prompted to confirm your shipping address for dispatching the replacement part. | No support | Full support | Full support | Full support | Full support | Full support | No support |
| Self-dispatch parts through automated scans | If an issue is detected for in-warranty parts during automated scans, you are prompted to confirm your shipping address for dispatching the replacement part. | No support | No support | Full support | Full support | Full support | Full support | No support |
| Request onsite assistance for replacing a self-replaceable part1 | You can request a service technician to visit you for replacing a self-replaceable part at your location. | No support | No support | Full support | Full support | Full support | Full support | No support |
| Automated support request creation | If an issue is detected during a scheduled scan, a support request is automatically created and a Dell Technical Support agent contacts you for resolving the issue. | No support | No support | Full support | Full support | Full support | Full support | No support |
| Create a support request manually | You can manually create a support request for an issue that is not detected by SupportAssist. | No support | No support | Full support | Full support | Full support | Full support | Full support |
| Remove viruses and malware manually2. | Isolate, remove, and restore files that are corrupted by viruses and malware to keep your PC secure. | No support | No support | No support | No support | Full support | Full support | Full support |
| Predictive issue detection and support request creation for failure prevention3 | If a part is identified for possible failure, an alert is sent to you. SupportAssist opens a support request, and a Dell Technical Support agent contacts you to ship the replacement part. | No support | No support | Full support | Full support | Full support | Full support | No support |
| Notify PC optimization issues that are detected during scheduled scans | A notification is displayed in the Windows action center about PC optimization issues that are detected during scheduled scans. | No support | No support | No support | No support | Full support | Full support | Full support |
| Automated PC optimizations3 | SupportAssist automatically optimizes your PC during automated scans. | No support | No support | No support | No support | Full support | Full support | Full support |
| Specify preferred contact time4 | You can provide your preferred contact time. A Dell Technical Support agent contacts you only during the specified hours. | No support | No support | No support | Full support | No support | Full support | Full support |
1 Onsite assistance for replacing a self-replaceable part is available only in certain regions.
2 The virus and malware removal capability is not available in certain regions, for example, China.
3 Predictive analysis failure detection includes hard drives, solid state drives, and batteries.
4 Preferred contact time can be provided only by customers in the United States or Canada.
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