Support Services
Dell recommends Windows.
Skip navigation links
Dell support services


Changes are coming to Dell’s client system base warranties

Some elements of Dell’s base warranty on selected client hardware are changing starting January 5 – February 2, 2015. These changes enable a competitive returns process for Dell client hardware in need of repairs and provide a simple upsell path to ensure customers get the services that best fit their needs. For more details, click here.



​​​​Dell ProSupport Plus

Dell ProSupport Plus for PCs and tablets

ProSupport Plus, Dell’s most complete1 support service for PCs and tablets2, offers maximum support with minimal customer effort. It is the only available premium service for PCs and tablets2 that automates support to prevent issues3 before they occur and quickly resolve issues when needed.

ProSupport Plus combines all the essential Venue 8 Pro Tablet support needs into one support service, reducing downtime for end users, increasing productivity for IT and protecting valuable assets and data.

ProSupport Plus includes:

  • 24x7 priority access to hardware and software experts
  • Next business day onsite2 repair after remote diagnosis
  • Proactive monitoring, automated issue detection, failure3 prevention, notifications and case creation enabled by SupportAssist2
  • Repair for accidental damages caused by surges, drops or spills
  • Keeping a hard drive after replacement to ensure data security2
  • A dedicated Technical Account Manager as your single point of contact for issue resolution and monthly reporting4.
  • Let Dell help you proactively monitor your PCs and tablets to keep them optimized and running at peak performance with ProSupport Plus.

    Partner Sales Aids

    Customer Sales Aids

    New Partner Training available New Partner Training available –
    Client Support Services Portfolio Overview (CSPO0615WBTS)
    This course is designed to help you position client support within the entire Global Services Portfolio, and identify the best support solution for a customer, given a specific scenario.

    1 Based on a competitive Dell analysis dated Oct. 2014.
    2 Restrictions on some Venue tablets.
    3 Predictive analysis failure detection is limited to hard drives and batteries.
    4 Available for customers with 1000 or more ProSupport Plus systems.


    ​​​​Dell ProSupport Plus

    Dell ProSupport Plus for enterprise

    Dell ProSupport Plus proactively improves the performance and stability of your customers’ critical systems through environmental intelligence and the right expertise for their organization. ProSupport Plus not only gets them back up and running quickly, but also helps them get ahead of problems before they happen. It’s targeted support that offers the ultimate flexibility for your business model.

    New! ProSupport Advisor Tool
    Launch tool

    • As the support provider, you can leverage our proactive monthly reporting, a dedicated technical account manager (TAM) and direct access to elite engineers with broad and deep knowledge of systems across the data center to help your customers.
    • Or, we can support your customers directly through proactive monthly reporting, a dedicated TAM and direct access to elite engineers – allowing you to leverage our global scale and skill

    Dell ProSupport Plus includes:

    • A dedicated TAM
    • Direct access to elite ProSupport Plus engineers
    • Monthly contract renewal and support history reporting
    • Monthly health check and performance recommendations
    • System maintenance (as needed)
    • Hypervisor and operating system support
    • Collaborative 3rd party assistance
    • Optional 2-hour, or 4-hour parts and labor response options

    Dell ProSupport Services

    Dell ProSupport

    Dell ProSupport improves the customer experience and provides a simple way to increase your margins. We leverage deep expertise and insights to make it easier for your customers to support their business.

    Dell ProSupport helps your customers:

    • Minimize disruptions
    • Maximize productivity
    • Reduce time and money spent on maintenance

    Dell ProSupport helps you:

    • Increase revenue and margins
    • Improve customer relationships
    • Offer the right support for any environment

    Dell ProSupport includes:

    • 24 x 7 x 365 access to certified hardware and software experts
    • Software, hypervisor and operating system support
    • Third party collaborative hardware and software assistance
    • Onsite parts and labor response options including next business day or same day

    TechDirect

    TechDirect

    TechDirect is our global online portal for efficient self-service issue resolution. With TechDirect, you or your end users can easily dispatch parts, manage support cases and interact with Dell ProSupport engineers.

    To make it easier to do business with Dell, you can configure your account to include labor reimbursement and eliminate payment delays with our electronic deposit process. This is especially helpful for partners who do a high volume of parts replacements.

    TechDirect provides:

    • Access to technical training and certification for hardware issue diagnosis
    • Intuitive online portal for same-day parts ordering and dispatch
    • The ability to log and track service calls and warranty requests
    • Parts dispatch and labor remittance

    Data Asset

    Data and Asset Protection – Help your customers secure their data and protect their hardware investments

    Accidental Damage Service
    Simplifies PC repair and replacement. Covers physical damage–such as liquid spills, drops, or electrical surges not covered in ProSupport Services scope.
     
    Extended Battery Service
    Provides replacement laptop batteries beyond 1st year warranty with environmentally-safe disposal by Dell. Available at hardware POS only.
     
    Keep Your Hard Drive
    Allows your customer to maintain control over their confidential data when a hard drive failure occurs on a system covered by a Limited Warranty.
     
    Hard Drive Data Recovery
    Helps your customer recover important data that was not backed up on a failed hard drive. Available at hardware POS only.
     

    Infrastructure

    Infrastructure Support OptionsHelp your customers optimize their IT environment

    Remote Advisory Services
    Service your customer’s technology with a specialized Dell technician assisting you from a remote location. You gain invaluable knowledge that you can leverage on similar projects in the future.
     
    Proactive Maintenance
    Help your customers maintain a healthy IT environment—reduce unplanned downtime and improve stability with scheduled assessments, streamlined patch management, and detailed reporting of work performed.
     
    Proactive Systems Management1
    Your customer will use remote support features to help reduce the risk of downtime. They will receive email alerts and diagnostic information about potential problems–before they happen–so issues can be stopped in their tracks.

     

     1 Available on select Dell PowerEdge servers and Dell PowerVault storage arrays.


    Dell ProSupport Plus for PCs and tablets

    Dell ProSupport Plus for PCs and tablets
     

    Earn 			more with Dell Services and PartnerDirect Earn more with Dell Services and PartnerDirect

    New Services Channel Discount and Training Launch!
    Download One-Pager

    Key Partner Resources

    Dell ProSupport Advisor Tool
    Launch Tool

    Dell ProSupport Plus

    Dell ProSupport Plus powered by Copilot

    Dell ProSupport

    Dell Premium Support

    Partner Training

    Services Coverage Validator
    Pre-determined speed-of-response zones available in your customer's end location before you provide them with a service quote.
    Learn MoreSecured

    New! Simplified asset tag transfers for Partners