Users Guide

ProSupport Flex for Data Center, or ProSupport One for Data Center service contract. For a summary of the SupportAssist
Enterprise capabilities and Dell EMC service contracts, see SupportAssist Enterprise capabilities available with Dell EMC service
contracts.
You can also add non-Dell branded servers or non-Dell Networking devices in SupportAssist Enterprise. For such servers and
devices, only collection of host information is supported.
How SupportAssist Enterprise works
When SupportAssist Enterprise is set up and the devices to be monitored are configured correctly, SupportAssist Enterprise
receives an alert whenever a hardware event occurs on any monitored device. The received alerts are filtered by using various
policies to determine if the alerts qualify for creating a new support case or for updating an existing support case. All qualifying
alerts are sent securely to the SupportAssist server hosted by Dell EMC, for creating a new support case or for updating
an existing support case. After the support case is created or updated, SupportAssist Enterprise collects system information
from the device that generated the alert and sends the information securely to Dell EMC. The system information is used by
Technical Support to troubleshoot the issue and provide an appropriate solution.
You can also use SupportAssist Enterprise to only collect and send system information from your devices to Dell EMC. By
default, SupportAssist Enterprise automatically collects and sends system information from your devices at periodic intervals
and on case creation. If required, you can also manually start the collection and upload of system information to Dell EMC.
NOTE: To experience the automatic case creation and system information collection capabilities of SupportAssist
Enterprise, you must complete the registration. Without registration, you can only use SupportAssist Enterprise to manually
start the collection and upload of system information from your devices to Dell EMC. For more information about the
restrictions that apply when using SupportAssist Enterprise without registration, see Using SupportAssist Enterprise
without registration.
NOTE: SupportAssist Enterprise does not create a support case for every alert received from a monitored device. A
support case is created only for a device that has an active service contract, and if the alert type and number of alerts
received from the device match with the predefined criteria for support case creation.
NOTE: SupportAssist Enterprise sends you automatic email notifications about support cases, device status, network
connectivity status, and so on. For information about the various email notifications, see Types of email notifications.
SupportAssist Enterprise capabilities available with
Dell EMC service contracts
The following table provides a comparison of the SupportAssist Enterprise capabilities available with the ProSupport,
ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contracts.
NOTE:
Completing the registration is a prerequisite to receive the full benefits of SupportAssist Enterprise for your Dell
EMC devices. For information on registering SupportAssist Enterprise, see Register SupportAssist Enterprise.
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 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 system information
collected from a monitored device is used to
Overview 11