SupportAssist Enterprise Version 1.0 User's Guide

SupportAssist Enterprise capabilities available with Dell service contracts

The following table provides a comparison of the SupportAssist Enterprise capabilities available with the ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contracts.

Table 1. SupportAssist Enterprise capabilities and Dell service contractsThe following table provides a comparison of the SupportAssist Enterprise capabilities supported with the Basic Hardware, ProSupport, ProSupport Plus, and ProSupport Flex, and ProSupport One service contract.

SupportAssist Enterprise capability	Description	Basic Hardware	ProSupport	ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center
Proactive detection of hardware failures	SupportAssist Enterprise receives alerts for hardware events that occur in monitored devices and proactively determines if the alerts indicate a hardware failure.
Predictive detection of hardware failures*	Intelligent analysis of data collected from a monitored device is used to predict hardware failures that may occur in future.
Automated data collection	Data required for troubleshooting a hardware failure is automatically collected from the monitored device and sent securely to Dell.
Automated support case creation	When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Dell Technical Support.
Automated email notification	An email notification about the support case or issue is automatically sent to your company’s primary and secondary SupportAssist Enterprise contacts.
Proactive response from Dell Technical Support	A Dell Technical Support agent contacts you proactively about the support case and helps you resolve the issue.
Proactive parts dispatch	Based on examination of the collected system information, if the Dell Technical Support agent determines that a part needs to be replaced to resolve the issue, a replacement part is dispatched to you with your consent.
ProSupport Plus reporting	Data collected periodically by SupportAssist Enterprise enables Dell to provide you an insight into your company’s as-maintained environment configuration with proactive firmware recommendations and other reports.

* Predictive detection of hardware failures is applicable only for the hard drives, backplanes, and expanders of Dell’s 12th and 13th generation of PowerEdge servers that have PowerEdge RAID Controller (PERC) Series 5 to 9. Predictive detection of hardware failures is available only when SupportAssist Enterprise is configured to periodically collect and send system information from your devices to Dell.