Dell Launches ProSupport Enterprise IT Service

Lauren Williams's picture
Friday, April 26, 2013

As enterprises face an increasingly complex and converged IT environment, they require a higher level of service to maintain and optimize performance. Coinciding with the fifth anniversary of its award-winning Dell ProSupport service, which boasts an estimated 95 percent enterprise customer satisfaction*, Dell today unveiled its new ProSupport Enterprise Suite of services.

With new support offerings and automation, customers can improve the hardware performance and stability in the data center, leverage the insights gained through intelligent data and increase the productivity of their teams.

“As customers struggle with adoption of new technologies and the resulting complexity in their data centers, IDC recommends they consider vendors with state-of-the-art offerings, deep domain expertise and the tools and automation to help address day-to-day operational issues. Dell's ProSupport Enterprise Suite of services demonstrates that Dell has stepped up to provide a true enterprise-class service offering to meets these needs.” Rob Brothers, Program Director Hardware and Software Support and Deploy Services, IDC.

The Dell ProSupport Enterprise Suite includes:

Dell ProSupport™ Plus

Dell ProSupport Plus can proactively improve the performance and stability of critical enterprise IT systems. Dedicated Technical Account Managers provide monthly reporting and performance recommendations to Dell ProSupport Plus customers based on insights gained through remote monitoring and data collection as well as trends and best practices identified across the Dell customer base.

Dell ProSupport Plus customers also have direct access to a team of Dell support engineers with detailed expertise in all of Dell’s enterprise products as well as hypervisor and operating systems –resulting in fast, expert resolution of issues when they arise. Dell ProSupport Plus, available today in 70 countries, allows customers to adopt new technologies with confidence knowing that Dell’s best resources are with them every step of the way.

SupportAssist automated support technology

SupportAssist identifies potential problems before they become severe, and in some cases, before they happen. SupportAssist remotely monitors enterprise systems and when a problem is identified, it collects and transmits information to Dell and automatically creates as support case. This allows our Dell ProSupport engineers to gain insight into the problem and begin troubleshooting before proactively contacting the customer. SupportAssist is available in English, German, French, Spanish, Chinese and Japanese to all ProSupport Enterprise Suite customers globally.

Dell ProSupport Flex for Data Center

Large data centers have support requirements that often can’t be met with off-the-shelf services. Dell’s ProSupport Flex for Data Center offers flexibility to build a support plan that complements the skills of internal resources and provides tailored support. A dedicated Technical Account Manager and dedicated phone and field support teams are trained to know their customer’s specific data center environment and procedures – offering fast resolution to issues when they arise. With multivendor support capabilities in 43 countries, Dell can support the largest data centers wall-to-wall and around the world.

“We have a global data center operation and Dell’s ProSupport Flex for Data Center allowed us to tailor the support we receive from Dell to the right level for our business,” Ian Hammond, senior vice president, TechOps, TomTom.

TechDirect online case management and self-dispatch tool

Dell TechDirect is an easy-to-use, online portal that can increase the efficiency and productivity of teams supporting their organization’s IT environment. Providing online case management and self-service options for requesting parts and labor, TechDirect helps minimize phone-based troubleshooting and can accelerate time to resolution. TechDirect is available in English, Portuguese, Spanish, French, Italian, German, Arabic, Russian, Japanese, Korean, and Chinese to all Dell ProSupport Plus customers globally at www.dell.com/techdirect.

“Infrastructure complexity is rising and so are data center maintenance costs. The Dell ProSupport Enterprise Suite provides a new level of proactive support and automation designed to improve customer performance with reduced effort,” said Doug Schmitt, vice president, Global Support Services, Dell Services.

About DELL

Dell Inc. (NASDAQ: DELL) listens to customers and delivers innovative technology and services that give them the power to do more. Dell Services develops and delivers a comprehensive suite of services and solutions in applications, business process, consulting, infrastructure and support to help customers succeed. Learn more at www.dell.com.