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Dell is pleased to provide ProSupport for End Users (the Service or Services) for select server, storage, desktop and notebook systems (the Supported Products as defined below) in accordance with this document (the Service Description). This Service includes: Direct telephone access 24 hours/day, 7 days/week (including holidays) for Customer to Dells global Expert Centre staffed by senior-level analysts for troubleshooting assistance of hardware and software issues (the phone based" support). For the avoidance of doubt the Dell corporate entity shall only provide the phone based support and troubleshooting as well as other remote support. All other Services (including but not limited to on-site services) shall be provided by the local Dell authorised third party. References to Dell shall be construed accordingly. On-site dispatch of authorised third party technician and/or warranty parts to Customers business location (as necessary and according to the level of Service purchased) for repairs and resolution necessary due to a defect in materials or workmanship on a Supported Product. Remote troubleshooting assistance for many common support issues, when available and with Customers consent, in which Dell technicians connect directly to the users system over a secure internet connection to expedite and enhance the troubleshooting process. Application assistance with questions or issues associated with common end-user applications such as Norton AntiVirus software, Microsoft Office software suite, Microsoft Small Business Server solution, Intuit QuickBooks accounting software, Adobe Photoshop software and Adobe Acrobat software. Getting started advice or set up assistance associated with simple networks (including wireless) and configuration assistance (remote configuration when available and with Customers consent) with common task and small business applications such as those listed above. Access to online support forums 24 hours/day, 7 days/week. Access to information from Dell's Global Command Centres which help manage critical situations in Customer environments, monitor all on-site mission critical dispatches, and provide proactive crisis management coordination and communication. Case management to help track resolution and escalation of issues. Escalation management to provide a single point of contact for incident management, escalation and status of incidents within the scope of this Service. Supported Products: ProSupport for End Users is available on select Dell PowerEdge, PowerVault, PowerConnect, Dell | EMC Enterprise Storage systems which are in a standard configuration, as well as OptiPlex, Dell Precision, Latitude and Vostro computer systems - which are in a standard configuration (the Supported Products). The Supported Product covered under this Service Description is identified on Customers invoice from its supplier. A separate contract must be purchased by Customer for each Supported Product. Each Supported Product will be tagged with a serial number (the Service Tag). Please read this Service Description carefully and note that Dell reserves the right to change or modify any of the terms and conditions set forth in this Service Description at any time, and to determine whether and when any such changes apply to both existing and future Customers.
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Call from a location which includes physical access to the Supported Product if needed during phone-based troubleshooting. Provide the Service Tag number and other information as requested to the analyst. Analyst will: (i) verify support level and entitlement; and (ii) assign a severity level of the problem Provide current version of the operating system Provide brand names and models of any peripheral devices (such as modem) being used.
Assist analyst with phone-based troubleshooting When requested, identify error messages received and when they occur; what activities preceded the error message; and what steps Customer has already taken to solve the problem. Analyst will go through a series of troubleshooting steps to help diagnose the issue. If an on-site dispatch is necessary, the analyst will notify the authorised third party and will provide Customer with additional instructions as required.
The service is available in English language, with local language support on a reasonable effort basis local Business Days/Hours Severity Levels and Dell Response: Customers calling in may designate the severity level of the incident and associated condition using the below chart.
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Provide appropriate staff and resources to sustain continuous communication and work efforts. Site senior management informed and engaged.
High impact, but imminent workaround or resolution available; 24x7 resource allocation not available to support Dell response Minimal business impact
Provide appropriate staff and resources to sustain continuous communication and work efforts. Site senior management informed and engaged. Provide point-of-contact information for case and respond to Dell requests within 24 hours.
On-Site Support
On-site response options vary depending on the type of Service purchased and whether or not Mission Critical was purchased with ProSupport for End Users. Customers invoice indicates Customers type of on-site response and provided all applicable terms and conditions set forth in this Service Description have been fulfilled, Dell will notify its authorised third party who will dispatch a service technician to the Customers business location as necessary pursuant to the Severity level and applicable on-site response table below: A. ProSupport for End Users On-Site Response with Mission Critical This Service when purchased in conjunction with Mission Critical provides faster response times and may initiate a critical situation process for severity level 1 issues and Emergency Dispatch when required. Emergency Dispatch for Mission Critical Severity Level 1 issues: Supported Products with both a ProSupport for End Users and Mission Critical contract with 4-hour (or 2-hour / 8-hour where available) onsite response will benefit from having an authorised on-site technician dispatched, if necessary, in parallel with phone-based troubleshooting. Following completion of problem determination the analyst will determine if the issue requires parts to be dispatched. ProSupport for End Users On-Site Response with Mission Critical:
Type of OnSite Response 2-Hour OnSite Response with 6-Hour Repair Service On-site Response Time Technician aims to arrive on-site within 2 hours after completion of phone-based troubleshooting and endeavours to repair the hardware within 6 hours of dispatch. Subject to Parts availability. Restrictions/Special Terms Available 7 days/week, 24 hours/day - including holidays. Available within defined 2 hour response locations. Available on select Dell models only. Emergency dispatch in parallel with troubleshooting available for Mission Critical Severity Level 1.
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Technician aims to arrive on-site Available 7 days/week, 24 hours/day - including holidays. within 4 hours after completion of Available within defined 4 hour response locations. phone-based troubleshooting. Available on select Dell models only. Subject to Parts availability. Emergency dispatch in parallel with troubleshooting available for Mission Critical Severity Level 1. Technician aims to arrive on-site Available 7 days/week, 24 hours/day - including holidays. within 8 hours after completion of Available within defined 8 hour response locations. phone-based troubleshooting. Available on select Dell products only. Subject to Parts availability. Emergency dispatch in parallel with troubleshooting available for Mission Critical Severity Level 1.
* On-site response times will not apply where on-site access is prohibited by local law requirements, custom, or where the Customer cannot grant the technician access due to security protocols or any other reason. * Neither Dell nor the authorised third party shall be liable for non-performance of the Services due to not being able to gain on-site access Missed Service Visit. If Customer or Customers authorised representative is not at the entrance to the location or not capable of granting the technician access to the Supported System when the service technician arrives, the service technician cannot service the Supported Product. The technician will leave a card to let Customer know he or she was there. If this occurs, Customer may be charged an additional charge for a follow-up service call. B. ProSupport for End Users On-Site Response without Mission Critical ProSupport for End Users Standard On-Site Response options (non Mission Critical)
Type of OnSite Response Next Business Day On-Site Response Service On-site Response Time Restrictions/Special Terms
Following phone-based Available 5 days/week, 8 hours/day excluding local troubleshooting, a technician can holidays. usually be dispatched to arrive on- Limited to locations beyond 4 hour response locations. site the next business day. Calls received by Dell Expert Centre after- local cut-off Subject to Parts availability. Customer time -(local business days) and/or dispatches made after that time may require an additional business day for service technician to arrive at Customers location. Available on select Dell models only. Where Next Business Day service is not available an alternative SLA will be agreed
* On-site response times will not apply where on-site access is prohibited by local law requirements, custom, or where the Customer cannot grant the technician access due to security protocols or any other reason. * Neither Dell nor the authorised third party shall be liable for non-performance of the Services due to not being able to gain on-site access Missed Service Visit. If Customer or Customers authorised representative is not at the entrance to the location or not capable of granting the technician access to the Supported System when the service technician arrives, the service technician cannot service the Supported Product. The technician will leave a card to let Customer know he or she was there. If this occurs, Customer may be charged an additional charge for a follow-up service call.
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Software Troubleshooting
ProSupport for End Users includes software troubleshooting with Collaborative Support (as set forth above) for select applications, operating systems, and firmware on Supported Products (the Covered Software Products) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer. Covered Software Products include core operating systems (Microsoft, Novell or Red Hat), core Dell | EMC software (such as Navisphere Manager, Access Logic, Navisphere Agent and PowerPath), and key software applications (such as Dell Client Manager and OpenManage software). Limits on Software Troubleshooting Service. Dell does not warrant that any particular question will be resolved or that the Covered Software Product will produce any particular result. Situations giving rise to Customers questions must be reproducible on a single system (i.e., one central processing unit with its workstation and other peripherals). Dell may conclude that a question is sufficiently complex or that Customers Supported Product is of a nature that precludes effective analysis of the question through phone based discussions. Customer understands and accepts that Dell may be unable to resolve questions of this sort, and Customer understands and accepts that Customer will have to make independent arrangements for resolution of such questions.
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Customer Responsibilities
Software/Data Backup. It is the Customers responsibility to complete a backup of all existing data, software, and programs on Supported Products prior to Dell performing any remote Services or its authorised third party performing any on-site Services. NEITHER DELL NOR ITS AUTHORISED THIRD PARTY WILL BE RESPONSIBLE FOR LOSS OF OR RECOVERY OF DATA, PROGRAMS, SOFTWARE OR LOSS OF USE OF SYSTEM(S) OR NETWORK. Authority to Grant Access. Customer represents and warrants that it has obtained permission for both Customer, Dell and Dell's authorised third party to access and use the Supported Product, the data on it, and all hardware and software components included in it, for the purpose of providing these Services. If Customer does not already have that permission, it is Customers responsibility to obtain it, at Customers expense, before Customer seeks performance of these Services. Cooperate with Phone Analyst and On-site Technician. Customer agrees to cooperate with and follow the instructions given by Dell phone analyst and the authorised on-site technicians. Experience shows that most system problems and errors can be corrected over the phone as a result of close cooperation between the user and the analyst or technician. Supported Releases. Customer must maintain software and Supported Product(s) at Dell-specified minimum release levels or configurations as specified on PowerLink for Dell | EMC Storage. Customer must also ensure installation of remedial replacement parts, patches, software updates or
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NOTE: If Customer fails to comply with the responsibilities and terms outlined in this Service Description, then neither Dell nor its authorised third party is obligated to provide the Service.
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