Users Guide

Table 27. Cases page (continued)
Column name Description
● Email — The support case was created by contacting Technical Support through email.
● Chat — The support case was created by contacting Technical Support over chat.
● Help Desk — The support case was created through the help desk.
● TechDirect — The support case was created through Dell TechDirect.
● Others — The support case was created by contacting Technical Support through any other
method.
Service Contract The Dell service contract level under which the device is covered. The Service Contract column
may display:
● Unknown — SupportAssist Enterprise cannot determine the service contract.
● Invalid Service Tag — The Service Tag of the device is invalid.
● No Service Contract — This device is not covered under a Dell service contract.
● Expired Service Contract — The service contract of the device has expired.
● Basic Support — The device is covered under a Dell Basic Hardware service contract.
● ProSupport — The device is covered under a Dell ProSupport service contract.
● ProSupport Plus — The device is covered under a Dell ProSupport Plus service contract.
● ProSupport Flex for Data Center — The device is covered under a ProSupport Flex for Data
Center service contract.
● ProSupport One for Data Center Or ProSupport Flex for Data Center — The device is
covered under a ProSupport One for Data Center Or ProSupport Flex for Data Center service
contract.
Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.
NOTE: When you check for support cases of a specific device, the support cases of that device are displayed at the top of
the Cases page with a blue border for the appropriate rows. See Checking for support cases.
You can choose to refine the displayed devices based on the device type, case status, service contract type, case source, or
other criteria. The following are the available options for refining the displayed data:
● Device Type
○ Server
○ Storage
○ Networking
○ Chassis
○ Software
○ Solution
● Case Status
○ Open
○ Submitted
○ In Progress
○ Suspended
○ Requested for Closure
● Service Contract
○ Basic
○ ProSupport
○ ProSupport Plus
○ ProSupport Flex for Data Center
○ ProSupport One for Data Center Or ProSupport Flex for Data Center
● Source Type
○ Email
○ Phone
○ Chat
○ SupportAssist
○ Help Desk
SupportAssist Enterprise user interface
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