Support Matrix

Table 41. 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

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

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.