Support Matrix

Table 42. SupportAssist Enterprise capabilities and Dell service contracts (continued)
SupportAssist
Enterprise capability
Description Basic
Hardware
ProSupport ProSupport
Plus,
ProSupport
Flex for Data
Center, or
ProSupport
One for Data
Center
devices and proactively determines if the
alerts indicate a hardware failure.
Predictive detection of
hardware failures*
Intelligent analysis of data collected from a
monitored device is used to predict hardware
failures that may occur in future.
Automated data
collection
Data required for troubleshooting a hardware
failure is automatically collected from the
monitored device and sent securely to Dell.
Automated support
case creation
When a hardware failure is detected either
proactively or predictively, a Service Request
is automatically created with Dell Technical
Support.
Automated email
notification
An email notification about the support case
or issue is automatically sent to your
company’s primary and secondary
SupportAssist Enterprise contacts.
Proactive response
from Dell Technical
Support
A Dell Technical Support agent contacts you
proactively about the support case and helps
you resolve the issue.
Proactive parts
dispatch
Based on examination of the collected
system information, if the Dell Technical
Support agent determines that a part needs
to be replaced to resolve the issue, a
replacement part is dispatched to you based
on the dispatch preferences that you
configure in SupportAssist Enterprise.
ProSupport Plus
reporting
Data collected periodically by SupportAssist
Enterprise enables Dell to provide you an
insight into your company’s as-maintained
environment configuration with proactive
firmware recommendations and other
reports.
NOTE: SupportAssist Enterprise also detects hardware issues in devices with a Dell Basic Hardware service contract.
However, a support case is not created automatically for devices with a Basic Hardware service contract.
* Predictive detection of hardware failures is applicable only for the hard drives, backplanes, and expanders of Dell’s 12th and
later generations of PowerEdge servers that have PowerEdge RAID Controller (PERC) Series 5 to 9. Predictive detection of
hardware failures is available only when SupportAssist Enterprise is configured to periodically collect and send system
information from your devices to Dell.
Related documents and resources
In addition to this guide you can access the following documents that provide more information on SupportAssist Enterprise and
the other related products.
Overview
33