User Guide

Roles and responsibilities
The Roles and Responsibilities for Dell-Managed APEX Data Storage Services guide describes the different levels of roles and
responsibilities for Dell and Dell customers. This guide supplements the Service Offering Description for APEX Data Storage
Services which governs the Dell offering.
Topics:
• General services
• Roles and responsibilities
• Deployment services
• Audit and compliance
• Managed services for storage
General services
The purpose of the following information is to coordinate and perform the required activities and processes to deliver the listed
services. Dell is responsible for the ongoing management of the technology that is used to deliver the APEX services.
Dell’s Cross Competency Services are structured in three levels by separating daily operational duties; for example, separating
management and executive responsibilities.
Roles and responsibilities
The following information coordinates the activities that are required to deliver and maintain your APEX services.
Table 2. Operational tasks and responsibilities
Task Dell Technologies Customer
Event monitoring
● Monitor 24x7 controlled
environments; for example, alerts,
thresholds, and trend analysis.
● Review and evaluate non-automatic
incoming alerts and perform system
health checks.
● Maintain technical and operational
procedures and work instructions.
● Review progress and results.
Incident management
● Ticket, qualify, and manage incidents
through the Dell service management
ticket portal.
● Track call resolution, including
dispatch, assignment, and status,
to resolution and closure, including
third–party interface.
● Maintain technical and operational
procedures and work instructions.
● Review progress and results.
● Security incident management.
Problem management
● Provide an Incident Report for Dell-
owned problems.
● Maintain technical and operational
procedures and work instructions.
● Review progress and results.
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