Dell Services. Dell Services

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1 Dell Services A Better Value from Start to Finish There are no timeouts allowed in today s competitive environment. That means your information technology must perform at its best at all times. Dell services helps maximize the value and performance of your technology, while minimizing the expense to keep your system up and running and the inconvenience of downtime. By leveraging from our direct model, including tailored service and support, low cost and a single point of accountability, Dell services can provide you with fast, effective and affordable service offerings at any point in your IT process. From planning and design to image development and deployment to maintenance and asset recovery, Dell is uniquely positioned to deliver more value for your IT investment. It all revolves around you. You decide which and how many services you need, when you need them and where. Dell, in partnership with service industry leaders, delivers those services, as a single point of accountability to you, providing you an optimized service solution for your hardware and software needs. It s no wonder that Technology Business Research has rated Dell Services #1 in customer satisfaction in corporate IT service and support for the last 11 quarters 1. Key Benefits Dell was so responsive in providing the support we needed that we stopped discussions with the other supplier and hired Dell to move the entire data center. It may be the middle of the night here, but it s the middle of the day somewhere that we re doing business. It is essential for us to have service response any time we need it. With the number of Dell servers we have, Premier Enterprise Support Service was the best choice, it s been phenomenal! -- Richard Bogues Director de Centro de Datos de Internet para Corporativo IT Philips Electronic, USA. MAIMIZE ROI: Dell Services enables you to optimize your IT investments through efficient services offerings that help you maximize your ROI. SIMPLICITY AND FLEIBILITY: By applying Dell s direct model to the delivery of IT services, Dell Services is able to simplify your computing experience by offering a full range of flexible, tailored solutions, while helping ensure high value at a low TCO. ACCOUNTABILITY: Dell Services gives you a single point of contact for every step in your IT process by providing direct access to experts and simplifying third-party interaction, leveraging on our partnerships with industry leaders. FAST RESOLUTION: Dell Services helps maximize system uptime through rapid response and resolution services and direct contact to hardware and software engineers. Dell Services Visit for more information.

2 Service Offerings Dell Professional Services Dell Professional Services (DPS) is dedicated to understanding our client s core business challenges and to developing strategies and solutions that help position them for success. DPS helps businesses optimize their technology, enhance productivity, reduce business risk and maximize return on investment. DPS leverages expertise in technology consulting, application development, solutions integration and infrastructure systems to design, develop and implement end-to-end technology solutions. These solutions help clients solve critical business challenges, maximize the value of their information technology investments and create an efficient, effective and scalable enterprise. Optimized Infrastructure: Migration Services: Dell Microsoft Windows 2000/P Professional Migration Services leverage internal best practices, third-party tools and vast experience derived from our direct relationships. Designed to assist in an aggressive, complete migration or any component therein, our automated services can help to simplify the inherent complexity of migration desktops to a windows 2000/P environment. Client Migration Services are available on all Dell systems. Migration and Consolidation: DPS has real world experience in enterprise migration and consolidation. Skilled consultants leverage proven methodologies and best practices to help you create an efficient, highly available and scalable IT infrastructure designed to provide the highest return of investment. Storage Solutions: DPS delivers a comprehensive suite of storage offerings that will assist you in effectively planning, rapidly deploying and efficiently operating your storage solution allowing you to handle all of your information needs through tool based methodologies and best practices Messaging and Directories: DPS designs and implements next-generation messaging, collaboration and directory solutions to meet the rigorous demands of any business. As a result, each messaging and directory solution is designed to enhance productivity, maximize return on investment and provide competitive advantage in the marketplace. Performance and High Availability: DPS works with clients to design and implement solutions that help improve system reliability, provide high availability for mission-critical applications, and in the case of parallel computing system platforms, offer a cost effective alternative through the design and deployment of highly available solutions. Integrated Applications: Application Development and Integration: DPS builds and integrates highly available, scalable systems that link diverse platforms and data sources in order to process information more effectively. Business Intelligence: DPS works with you to organize, manage, report and analyze complex data and information to help you remain competitive in challenging market. Enterprise Collaboration and Content Management: DPS leverages knowledge and content management, enterprise collaboration and information architecture to help clients achieve maximum value from their intellectual capital and apply it to drive bottom-line results. Internet Business: DPS develops B2B and B2C web systems that provide online marketing, sales and service solutions to help you reach new customers, partners and markets.

3 Descripción de Servicios Service Offerings Dell Deployment Services Dell Deployment Services are designed to get your Dell Systems up and running quickly while freeing up your resources and reducing TCO. Dell Custom Factory Integration (CFI) Services: CFI Services is a project-based approach to customizing your Dell Systems as they are built in one of our global ISO 9002-Certified Factories. Our One Touch method means duplicated efforts are eliminated and productivity can be increased. You can custom configure your system to your specifications during the initial system build via One touch, high quality process. These services are available on Latitude, Optiplex, Dell precision, PowerEdge and PowerVault systems. Hardware Integration: The across-the-board standardization that results from having your hardware consistent in every CFI order makes it much easier to maintain, upgrade and transition. Hardware integration services include the installation of non-dell standard hardware components and custom hardware settings. Software Integration: CFI provides configuration and installation of software standard, custom or proprietary in our factory environment. With CFI, you can ensure every user will have the same version of the same software, eliminating the need to support old versions of the same application. Additionally, CFI Services can help develop and maintain your images. Please refer to Image Management Services for more information. Asset Services: Asset Services provides integration of customer defined asset management requirements, including Asset Tagging, Asset Security and Asset Tracking. Asset Tagging involves the application of standard or custom asset tags for systems and monitors, as well as labels for packing boxes. It is also available electronically through CMOS or specific file settings. Itemized reports on all systems shipped are also available, and may include a number of customer specified items like service tag number, purchase order number, help desk phone number, etc. Installation Services: Once your systems are built to your specifications, Dell can arrange a number of deployment services to best meet your work environment and staffing constraints. Installation Services: Standard on-site installation services are available for Dell products and include customized options to meet unique requirements as part of a custom proposal. Managed Deployment: We help customers transform their asset management process into a value based solution, designed to reduce costs and complexity by offering a complete package that combines ease of implementation, program management and maintenance in a singlevendor program. Image Management Services: Dell s Image Management Services (IMS) allows you to off-load the tedious, disruptive and time consuming work of developing, validating and maintaining images for new systems. These services are available on Latitude, Optiplex and Dell Precision Systems. Standard Image Development and Validation: For a daily per box fee, a trained Dell IMS engineer will custom build new images or make major changes to your existing images. Dell will send an engineer on-site to work according to predefined image specifications agreed by you and Dell. IMS engineers are trained experts on image management with intimate knowledge of Dell systems.

4 Service Offerings Support Services Technology is a significant investment and it pays to have a partner who can help you minimize costly downtime. Premier Enterprise Support Service: Through the Premier Enterprise Support Service Program, Dell offers you the right level of award winning service and support to help satisfy your server and storage needs across a wide range of computing environments. Platinum Support: Dell s most advanced support provides you with comprehensive sitebased support for your production environments. Key program features include: designated Technical Account Manager; engineer-to-engineer support through our Enterprise Expert Center; customer-defined call priority; support consulting; reporting; and a menu of a la carte options that allow you to design the support service that best fits your unique environment. Options include: on-demand engineer dispatch, on-site engineer, variable software support options, on-site spares, as well as training and certification services. Gold Support: Gold Support offers around-the-clock support for Dell servers and storage in your mission-critical environments. Key program features include: engineer-to-engineer support service through our Enterprise Expert Center, team of Technical Account Managers, same day 7 x 24 on-site response 2, customer defined call priority and Seamless Support for select third party vendors. Options include: on-site troubleshooting, on-site engineer, on-site spares, as well as training and certification services. Note: Gold Level Support is standard on all Dell/EMC storage systems. Silver Support: For systems that need fast on-site response, either around the clock (7 x 24) or only during the business days (5 x 10), Silver Support offers 4-hour Same Day Response, Advanced Software Support, lifetime telephone based troubleshooting and access to our online support tools. Bronze Support: For systems in non-mission critical environments, Bronze offers next business day on-site response 2, lifetime access to our 7 x 24 telephone-based troubleshooting, and access to out on-line support tools. Client Gold Technical Support for Desktops, Workstations and Notebooks: Includes advanced level of technical phone support for selected systems by industry- Certified Senior Technicians, Technical Account Management, Seamless Support for thirdparty vendor issues, Quarterly Performance Reporting, Change Notification and Remote Troubleshooting. CompleteCare for Notebooks and Dimension Desktops: CompleteCare 3 offers repair or replacement of your Latitude, Inspiron and Dimension desktops for damage caused by most accidents (not covered under standard warranty 4 )or other incidents beyond your reasonable control. This service is a supplement to Dell s Next Business Day Service and covers most non-intentional accidental damage (such as liquid spills, drops, damaged LCD or electrical surges) to offer outstanding investment protection. Damage caused by intentional act such as fire, theft or loss are not covered. Advanced Software Support: Advanced Software Support for Servers and Storage: Provides you with toll-free 7 x 24 phone support for select complex software running on Dell PowerEdge servers as well as PowerVault and Dell/EMC storage. Seamless software support is standard with Premier Enterprise Silver and Gold as well as an optional service on Bronze.

5 Service Offerings Support Services (Cont.) Response time options: The following response time options are available for the previously mentioned hardware service options. Some restrictions may apply. 30 Days Getting Started : Telephone support provides help with installation, optimization and configuration questions during the critical 30-day period after shipment of your system. Around-the-Clock Phone Support: Provides access to Dell-trained hardware technicians 24 hours per day, 7 days per week. Next Business Day (NBD) Response 2 : Places a Dell-trained technician at your location the following business day if necessary, following phone-based troubleshooting. NBD Service is available for up to five years for most systems. Same Day Response 2 : Response in four (4) or six (6) hours for our Same Day Service, a Delltrained technician will arrive on-site, depending on your location, within four or six hours after problem determination to help get your system back in operation as rapidly as possible. You can choose between options with 7 x 24 or 5 x 10 coverage. Locations are determined by proximity to our stocking locations. Locations within 50 Kms. are eligible for four (4) Hour Response and locations within 150 Kms. are eligible for the six (6) Hour Response Service. Dell Training and Certification Dell Training and Certification provides IT professionals worldwide with the education, tools and skills needed to succeed in today s highly competitive landscape. Dell Enterprise Training and Certification: Dell offers system administration training and certification both on-site and at our Dell labs for specific Dell enterprise hardware and systems management software. Courses can provide the ability to learn the intricacies of Dell equipment before it goes into production, allowing you to develop the necessary skills to maximize your technology investment from day one. Available on PowerEdge, PowerVault and Dell/EMC systems. Dell Certified Enterprise Engineer (DCEE) The DCEE program includes training and exams on: ---PowerEdge Server ---Systems Management ---Business Continuity ---Network Storage DCEE Levels: ---Foundation: Online enterprise basics ---Associate: Offers break and fix classes for desktops, portable and low-end servers. Service is available as an online offering or instructor led classes. ---Master: Instructor led break and fix classes for high end Enterprise Systems. Business and Professional Technology Training Online: This training includes over 1,000 Internet-based courses ranging from Word, PowerPoint and Excel to Microsoft and Novell certification courses at Industry certification and enterprise infrastructure support courses like Exchange and Linux can be offered online or in instructor-led formats at the customer site or at Dell s training facility.

6 Service Offerings Dell Managed Services Organizations today are discovering it is too resource intensive to manage changing requirements while providing cost reductions, enhancing performance and managing multiple vendors with conflicting business objectives. Your end users demand reliable access to key IT resources. The ability to access these resources is based not only on the reliability of their desktops but also on the IT staff s ability to quickly and effectively respond to issues and changes. Dell s approach to the supply chain through our direct model is one of the most effective in the world today. By applying those same principles to the service supply chain, Dell can offer high quality services that can exceed your expectations in terms of system uptime and cost savings. Managed : Our Managed Client offering assists you in keeping the annual costs of servicing hardware to a minimum without you loosing the control in the process. Dell has redefined managed services to complement your existing process, drive out costs and keep you in the loop at all times. Planning: The basis of a successful desktop solution is grounded in planning and design principles that are core competencies at Dell. Using a standard-based management and control approach, Dell can help you meet your costs goals and aggressive return on investment goals while simultaneously positioning the end user s desktop as a tool for productivity and growth. Features of this service include: Program Design and Planning, Performance Management, Technology Selection and Roadmap, Standard Management and Image Management. Deployment: Coordinate deployments with the rest of your client support services, whether large scale technology refreshes or individual installations. Dell Custom Factory Integration reduces the steps required to deploy your system by installing your specific application, image, hardware or asset data during manufacturing. Features include: Factory Image Load, Asset Tagging and Labeling, Custom Hardware Integration, Staging Services and Installation. Maintenance: Service Desk: Dell s Service Desk represents the entry point and first-touch support process for all client incident and service related requests. Dell delivers a strategic, customized, fullfeature service desk that is driven by the goals of quality, value and customer satisfaction. Dell s service desk is accountable to resolve, track, escalate and follow up on all system related issues that affect your productivity. Features include: Dell and Multi-Vendor Hardware Support, Common Off-the-Shelf Software Support, Custom Software Support, Remote Control and Online Tools and Escalation Management. Asset Management: Asset Management Services enable you to accurately control maintenance and support costs, plan for growth, and make strategic decisions about using IT for critical organization objectives. Dell Asset management Services deliver on going, clientwide management of your IT assets. Program features include: Assessment and Discovery, Tracking, Migration Readiness, License Compliance, End-of-life Management, and Disposition and Refresh. Field Services: Dell provides online Field Services for your multi-vendor desktop systems, software and peripherals. Authorized service delivery providers will be dispatched to your end user when your hardware, software or peripheral problems cannot be resolved remotely. Field Services related to on site technical diagnosis and repair support include labor, parts and software expertise required to restore your desktop systems to normal operation, and help minimize product failures and extend the useful life of your equipment. Program features include: Hardware Break/Fix, Desk-side Software Support, Install, Move, Add, Change, Asset Recovery, Hot-Swap, VIP support, Depot Repair, and Dedicated On-site Support. Note: Managed Client Field Services are subject to parts availability, geographical restrictions and terms of service contract..

7 Pie de página Dell Services can help you maximize system uptime- thanks to our rapid response and resolution services, and our direct engineer-to-engineer support. So when we say Dell Services provide a better value from start to finish, don t just take our word for it. Read what our customers say and discover what happens when a company puts its customers first. Dell has consistently shown itself to be the next-best thing, and often times of equal value to a customer s own support staff ---Technology Business Research Inc., Corporate IT Services and Support Customer Satisfaction Study Second Quarter, Source: Technology Business Research Inc., Corporate IT Services and Support Customer Satisfaction Study, First Quarter, Service may be provided by third-party. Technician will be dispatched if necessary following phone-based troubleshooting. Subject to parts availability, geographical restrictions and terms of service contract. Service timing dependent upon time of day call placed to Dell Latin American and Caribbean only. 3. CompleteCare service excludes theft, loss and damage due to fire or intentional damage. 4. For a complete copy of our guarantees or limited warranties, please write to Dell World Trade L.P. One Dell Way, Round Rock, Texas 78682, Attn: Warranty. For details on all programs, visit or contact Dell. Service specifications are valid in the Latin American and Caribbean. Dell cannot be responsible for errors in typography or photography Dell Inc. All rights reserved Dell, the Dell logo, Dimension, OptiPlex, Dell Precision, CompleteCare, Inspiron, SmartStep, Dell OpenManage, PowerSuites, PowerVault, PowerEdge and Latitude are trademarks of Dell. Microsoft, Windows and Windows NT are registered trademarks of Microsoft Corporation. Novell is registered trademark of Novell Inc. EMC is a registered trademark of EMC Corporation. Other trademarks and trade names may be used in this document to refer to either entities claiming the marks and names or their products. Dell disclaims any proprietary interest in trademarks and trade names other than its own. Reproduction in any whatsoever without the express written permission of Dell Inc. is strictly forbidden. For more information, contact Dell. Dell Services Visit for more information.

8 . Dell Services Visit for more information.