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SupportAssist Enterprise Version 1.0 User's Guide

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How SupportAssist Enterprise works

When SupportAssist Enterprise is setup and the devices to be monitored are configured correctly, SupportAssist Enterprise receives an alert whenever a hardware event occurs on any monitored device. The received alerts are filtered by using various policies to determine if the alerts qualify for creating a new support case or for updating an existing support case. All qualifying alerts are sent securely to the SupportAssist server hosted by Dell, for creating a new support case or for updating an existing support case. After the support case is created or updated, SupportAssist Enterprise collects system information from the device that generated the alert and sends the information securely to Dell. The system information is used by Dell Technical Support to troubleshoot the issue and provide an appropriate solution.

You can also use SupportAssist Enterprise to only collect and send system information from your devices to Dell. By default, SupportAssist Enterprise automatically collects and sends system information from your devices at periodic intervals and on case creation. If required, you can also manually start the collection and upload of system information to Dell.

NOTE: To experience the automatic case creation and data collection capabilities of SupportAssist Enterprise, you must complete the registration. Without registration, you can only use SupportAssist Enterprise to manually start the collection and upload of data from your devices to Dell. For more information about the restrictions that apply when using SupportAssist Enterprise without registration, see Using SupportAssist Enterprise without registration.
NOTE: SupportAssist Enterprise does not create a support case for every alert received from a monitored device. A support case is created only for a device that has an active entitlement, and if the alert type and number of alerts received from the device match with the predefined criteria for support case creation. For more information about how SupportAssist Enterprise processes alerts and automatically creates support cases, see the Dell SupportAssist Alert Policy technical document at https://www.Dell.com/SupportAssistGroup.
NOTE: SupportAssist Enterprise sends you automatic email notifications about support cases, device status, network connectivity status, and so on. For information about the various email notifications, see Types of email notifications.

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