Users Guide

Table 1. 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
Automated support
case creation
When a hardware failure is detected either
proactively or predictively, a Service Request
is automatically created with 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 Technical Support
A 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 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
The system information 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 batteries, hard drives, backplanes, and expanders of 12th
and later generation of PowerEdge servers that have PowerEdge RAID Controller (PERC) Series 5 to 9. Predictive detection
of hardware failures is available only when the automated periodic collection and upload of system information is enabled in
SupportAssist Enterprise.
System information collected by SupportAssist
Enterprise
SupportAssist Enterprise continually monitors the configuration information and usage information of managed Dell hardware
and software. While Dell does not anticipate accessing or collecting personal information, such as your personal files, web-
browsing history, or cookies in connection with this program, any personal system information inadvertently collected or viewed
will be treated in accordance with the Dell Privacy Policy available for review at https://www.Dell.com/privacy.
The information encrypted in the collected system information log that is sent to Dell contains the following categories of data:
● Hardware and software inventory — Installed devices, processors, memory, network devices, usage, and Service Tag
● Software configuration for servers — Operating system and installed applications
● Configuration information — Interfaces, VLAN, Data Center Bridging (DCB), spanning tree, and stacking
● Identity information — System name, domain name, and IP address
● Event data — Windows event logs, core dump, and debug logs
You can also access and view the system information that is collected by SupportAssist Enterprise. For information on viewing
the collected system information, see Viewing the collected system information.
Overview
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