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.
NOTE: Completing the
registration is a prerequisite to receive the full benefits of SupportAssist
Enterprise for your Dell devices. For information on registering SupportAssist
Enterprise, see "Registering SupportAssist Enterprise" in the SupportAssist Enterprise Version 1.2 User's Guide at Dell.com/ServiceabilityTools.
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 based on the dispatch preferences that you configure in SupportAssist Enterprise.
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.
NOTE: SupportAssist
Enterprise also detects hardware issues in devices with a Dell Basic
Hardware service contract. However, a support case is not created
automatically for devices with a Basic Hardware service contract.
* Predictive detection of hardware failures is applicable
only for the hard drives, backplanes, and expanders of Dell’s 12th
and later generations 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.
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