Users Guide

Table 1. SupportAssist Enterprise capabilities and Dell EMC 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 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.
NOTE: SupportAssist Enterprise also detects hardware issues in devices with a Dell EMC 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 yx2x
and later generation of PowerEdge servers that have PowerEdge RAID Controller (PERC) Series 5 to 10. 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 EMC
hardware and software. While Dell EMC does not anticipate accessing or collecting personal information, such as your personal
files, web-browsing history, or cookies with this program, any personal system information inadvertently collected or viewed will
be treated in accordance with the Dell EMC Privacy Policy available for review at Dell.com/privacy.
The information encrypted in the collected system information log that is sent to Dell EMC 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 about
viewing the collected system information, see View a collection from the Devices page on page 111.
By default, SupportAssist Enterprise collects system information from all devices, irrespective of the service contract of the
devices, and sends the system information securely to Dell EMC. If the devices inventoried in SupportAssist Enterprise are also
managed by SupportAssist plug-in in OpenManage Enterprise, SupportAssist Enterprise does not collect the system information
from the devices.
System information is collected from one device at a time based on the predefined collection start day and time that is specified
in the Preferences page.
NOTE:
If the security policy of your company restricts sending some of the collected system information outside of your
company network, you can configure SupportAssist Enterprise to exclude the collection of certain system information from
your devices. For information about excluding the collection of certain system information, see Enable or disable the
collection of identity information on page 108 and Enable or disable the collection of system information on page 109.
Overview 13