Reference Guide

6 SupportAssist Enterprise: Alert Policy | A00
Note: SupportAssist Enterprise sends automatic email notifications only for hardware alerts that would most
likely create a support case when you contact Dell EMC Technical Support by phone or via Dell EMC
TechDirect online case management.
What is the response time?
A service request to open a support case with Dell EMC is created by SupportAssist Enterprise at the time a
given alert goes beyond the predefined threshold. The service request is created automatically, without you
necessarily noticing the issue and then contacting Dell EMC. These service requests are then automatically
sent and assigned to a Dell EMC Technical Support agent. The agent accepts the service request and starts
the resolution process.
The response time for a support case created by SupportAssist Enterprise is generally faster than that of a
support case created by contacting Dell EMC Technical Support over phone. The support case is created at
severity level which is important, but not urgent. If you consider that the support case requires more urgent
attention, you may contact Dell EMC Technical Support.
For more information on the Dell Support agreement, see the Service Descriptions.
What alerts open predictive support cases in advance of hardware
failures?
Predictive alerts are based on scheduled collections that are sent to Dell EMC. These collections are
analyzed and compared so we can determine that a failure will occur with a high degree of certainty.
Customers using SupportAssist Enterprise will receive automated predictive case creation for server
hardware (hard disk, backplane and expanders), provided the server has an active ProSupport Plus service
entitlement.
What if I need assistance with deploying SupportAssist Enterprise?
Many customers download and install SupportAssist without assistance from Dell EMC. For those wanting
assistance, the ProDeploy Enterprise suite of services includes the enablement and configuration of
SupportAssist.