Reference Guide

4 SupportAssist Enterprise: Alert Policy | A00
Introduction
SupportAssist is a service capability that enables automated support from Dell EMC by remotely identifying
hardware issues in your IT environment. Dell EMC’s robust and easy to use proactive support technology
allows us to identify, diagnose, and resolve hardware issues faster and more precisely with less of your
involvement – eliminating or reducing downtime and letting you get back to business. SupportAssist monitors
alerts from your devices without increasing the load on your network. As soon as SupportAssist detects one
or more alerts that indicate a critical failure, a service request is automatically submitted to Dell EMC, saving
valuable time for you and your IT department.
This technical document provides details on how SupportAssist Enterprise processes alerts and automatically
creates support cases.
What is SupportAssist Enterprise?
SupportAssist Enterprise is a proactive, automated support tool that enables faster resolution and reporting of
hardware issues. SupportAssist Enterprise capabilities include monitoring, automated collection of system
information and events, automated case creation, and a proactive contact from Dell EMC Technical Support.
The primary benefits of SupportAssist Enterprise are available only for Dell EMC devices that have an active
ProSupport, ProSupport Plus, ProSupport Flex for Data Center, and ProSupport One for Data Center service
entitlements.
SupportAssist Enterprise can also monitor Dell EMC devices that do not have a ProSupport or ProSupport
Plus service entitlement. When a hardware issue is detected on such devices, an email notification is sent to
the customer, but a support case is not created automatically.
Downloading, installing, and using SupportAssist Enterprise does not require any fee.
Note: SupportAssist Enterprise can also integrate with systems management consoles such as
OpenManage Essentials or Microsoft System Center Operations Manager (SCOM). Systems management
consoles monitor and receive alerts from managed devices. SupportAssist Enterprise monitors the alerts
that are received by the systems management console, and automatically creates a support case based on
alert thresholds defined by Dell EMC Support Services. A support case is created only for hardware alerts
that would most likely create a support case when you contact Technical Support by phone or via Dell EMC
TechDirect online case management. The purpose of SupportAssist Enterprise is to automate and
accelerate the process for opening support cases with Dell EMC Technical Support.