Users Guide

Table 1. SupportAssist Enterprise capabilities and Dell service contracts
SupportAssist
Enterprise capability
Description Basic
Hardware
ProSupport ProSupport
Plus,
ProSupport
Flex for Data
Center, or
ProSupport
One for Data
Center
Proactive detection of
hardware failures
SupportAssist Enterprise receives alerts for
hardware events that occur in monitored
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 with
your consent.
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 13th generation 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.
Data collected by SupportAssist Enterprise
SupportAssist Enterprise continually monitors the configuration data 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 data inadvertently collected or viewed will be treated in
accordance with the Dell Privacy Policy available for review at https://www.Dell.com/privacy.
10
Overview