Platinum Enterprise Services

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1 Essential. Reinforce your Dell enterprise hardware and software with high level support especially designed for production environments. Personal. Develop a close working relationship with your designated Technical Account Manager (TAM) for personalized support. Your TAM knows your environment, your history, and your team. They serve as your advocate within Dell, and marshal internal Dell resources on your behalf, for the tailored support required by your unique environment. Flexible. One size does not fit all. Choose the billing plan and services that address your technical and business requirements. Enterprise Support has a New Standard.. Today s enterprise environments are growing more complex and diverse. Sustaining their performance and availability can strain limited IT resources. And a minute of downtime in your environment can cost thousands of dollars in lost productivity and revenue, as well as the trust of your IT customers. You need confidence in your support plan and partner. Dell s enterprise services offer you the reliability and peace of mind of expert personalized services, and the convenience of blanket coverage, for your production environments. Leverage Dell s service leadership and customer focus to mitigate risk in your environment. Expert. Leverage Dell s Enterprise Expert Center (EEC), an elite team of engineers specialized in hardware and software technologies. EEC Engineers are experienced in supporting a variety of customers from Fortune 500 companies, to Government and Education agencies, and medium-sized Businesses. Insightful. Dell brings years of experience in people, IT processes, and technology, to help you avoid common support issues. Experienced. Trust the leader in service and support. Dell has been ranked #1 among hardware vendors in overall service and support satisfaction since the inception of the study by Technology Business Research 10 quarters ago1.

2 Standard Platinum Program Features Personalized Designated Technical Account Manager Customer-Defined Call Priority Rapid Response Engineer-to-Engineer Support Web-Based Remote Troubleshooting Remote Monitoring for Dell EMC Systems Easy to Buy and Use Site-Based Coverage Flexible Billing Plans Secure Online Communication Center Optional Platinum Services Software Support Resolution Pack On-Demand Engineer Dispatch On-Site Engineer On-Site Spares Customer Training and Certification Required On-Site Service Same Day On-Site2 Response Next Business Day On-Site2 Response Standard Features Designated Technical Account Manager As a Platinum customer, you collaborate with your designated Technical Account Manager (TAM) for personalized support. A highly qualified and experienced professional, your Dell TAM knows your environment and your team. They serve as your support partner and advocate, and coordinate all the resources needed to address your technical inquiries. You and your TAM develop a close working relationship focused on improving the availability of your production environments. Key TAM responsibilities include: Account Planning Services: The Platinum relationship begins with an on-site visit by your TAM, to meet your staff and better understand your infrastructure. Periodic follow-on visits are conducted to ensure that your TAM knows the latest business and technology changes in your environment. Support Consulting: Your TAM provides informal advice and guidance, designed to help avoid common support issues and decrease the likelihood of system outages. Through monthly conference calls, your TAM discusses your account and incident trends, and suggests ways to proactively address system stability. Escalation Management: Together you and your TAM decide what resources you need to resolve any incidents. Your TAM organizes and actively manages those resources, so that you can access the expertise you need when you need it. Reporting: Frequent reports provide valuable feedback on your incidents. Weekly status reports track open incidents and resolution progress. Monthly and quarterly reports help your TAM identify incident trends and recommend corrective action. Post-Incident Reports for Severity 1 incidents are created on request. Change Notification: Your TAM arranges for you to receive monthly notification of engineering updates to Dell BIOS, firmware, and system patches, as well as quarterly OpenManageTM CD subscriptions.

3 Customer-Defined Call Priority You are in control. Because you know what matters in your environment, you assign the severity level of all hardware and software calls made to the Enterprise Expert Center. Engineer-to-Engineer Support Dell s Enterprise Expert Center gives you direct engineer-to-engineer access through a 24x7x365 toll-free phone number. Staffed by Dell s most senior-level engineers, the Enterprise Expert Center troubleshoots server and storage hardware, operating systems from Microsoft, Novell, and Red Hat, and key software applications such as Microsoft Exchange and SQL Server. If the problem is determined to be a third party issue, the Dell engineer will work with that vendor to resolve the incident, per your existing support contract with that vendor. For Severity 1 issues, Dell stays fully engaged, and the incident remains open until you say it is resolved. Web-Based Remote Troubleshooting Remote troubleshooting capabilities allow Dell to immediately collaborate with you to resolve many incidents over the Web, significantly reducing resolution time and cost. Call into the Enterprise Expert Center, log into a Web-based remote session with your EEC engineer, and rapidly conference in multiple experts including third-party vendors to resolve your incident. Remote Monitoring for Dell/EMC Systems Forward hardware faults automatically to the Dell Enterprise Expert Center for immediate issue tracking and analysis. The Remote Monitoring service helps prevent problems and can reduce the time to resolve issues. Site-Based Coverage Don t waste time tracking which system has which level of support. Conveniently cover all of your Dell servers and storage systems, at one site or across multiple sites, under one Platinum agreement. Flexible Billing Plans Platinum service can be billed quarterly, annually, or as a lump-sum three-year contract, depending on your capital budgeting requirements. Secure Online Communication Center Your custom Platinum web site helps ensure secure communication with the Enterprise Expert Center and your TAM. In addition, receive online tools to help manage your support environment and track configuration, warranty, and service status.

4 Optional Features Software Support Resolution Pack Dell s Software Support provides you with toll-free 7x24 phone support from senior-level software engineers, for select OS and infrastructure software. For the complete list of software products covered, please refer to: On-Demand Dispatch When you are short on internal resources and need another hand, Dell can dispatch on-site2 help at your request. With just one call, the Enterprise Expert Center immediately sends out an experienced, certified technician to troubleshoot and repair your Dell hardware. On-Site Engineer For Dell-specific knowledge on site, consult a Dell-certified on-site engineer. The on-site engineer is a highly-skilled resource assigned to you, and residing at your location. The engineer becomes fluent in the operations, processes, environment, and service needs of your site. The onsite engineer provides the immediate front-line response necessary to help ensure the highest possible uptime. By combining customer specific knowledge with Dell process and technology expertise, the on-site engineer will become an invaluable addition to your IT staff. On-Site Spares Plan and control your own inventory of spare parts. Dell provides you with a customized recommended spares list including parts specific to your systems and configurations. While you handle all warehousing, planning, ordering, and inventory, Dell works with you to manage refreshing parts that do no meet Dell s stringent quality standards. Customer Training and Certification Dell training helps your team drive additional benefits from your current IT infrastructure. Dell offers an enterprise certification program designed for IT professionals. The Dell Certified Enterprise Engineer Program (DCEE) offers Foundation, Associate, Master, and Master Instructor level courses for PowerEdge Servers, Systems Management, Business Continuity and Network Storage

5 Same Day On-Site2 Response To support today's complex, high-end environments, Dell offers Same Day On-Site Response services for customers using their Dell systems for time-sensitive or critical business functions. With our 4-Hour Response service, receive parts and a Dell-Certified technician on site, depending on your location, within 4 hours after problem determination to help get your system back in operation as rapidly as possible. Next Business Day On-Site2 Response Designed to provide a basic level of on-site support, the Next Business Day On-Site Response service places a Dell-Certified Technician and parts at your location the following business day. The Bottom Line Productivity, revenue, and customers are at stake when your production environments go down. Dell s simplifies enterprise support and provides you with a tailored solution that best fits your business and technology needs. Your TAM is the foundation of Platinum support, closely collaborating with you as your support partner. As a leader in service and support1, Dell is committed to providing you the expert, personalized, strategic services that are essential to your environment. Trust Dell as your single point of accountability for enterprise support. The Bottom Line