Dell EMC OpenManage Enterprise SupportAssist Version 1.1 User's Guide

What is the response time for resolving my OpenManage Enterprise SupportAssist case?

A service request to open a support case with Dell EMC is created by SupportAssist at the time a given alert goes beyond the predefined threshold. The service request is created automatically, without you necessarily noticing the issue and then contacting Dell EMC. These service requests are then automatically sent and assigned to a Dell EMC Technical Support agent. The agent accepts the service request and starts the resolution process

The response time for a support case created by SupportAssist is generally faster than that of a support case created by contacting Dell EMC Technical Support over phone. The support case is created at severity level which is important, but not urgent. If you consider that the support case requires more urgent attention, you may contact Dell EMC Technical Support.

For more information on the Dell Support agreement, see the Service Descriptions.