Reference Guide

8 SupportAssist Enterprise: Alert Policy | A00
Repeat occurrence policies
These polices represent critical, warning, or informational events. These events result in a support case, if the
alert occurs several times within a specified duration.
Warning events
Typically, Dell EMC Technical Support monitors for warning and critical events that are redundant. A warning
event indicates that you should schedule time to address the issue. These events can be characterized
as follows:
 Hardware issues that have limited impact on your access to applications or data
 Missing devices
 Predictive events that indicate that the hardware is at a risk of failing
 Redundancy loss or degradation (typically 2 or less occurrences)
 Violation of warning threshold values for sensors (fan, temperature, power, and so on). These items
typically have threshold < 5 occurrences within a short time span
 Events that result in minor performance degradation in your applications or access to data
 Greater than 5 occurrences (high frequency of occurrence within a short time span)
- Events in which the system fails to complete a requested action (utilization > 80%)
- Network type of events
Informational events
An informational event may not require you to take action. These events can be characterized as follows:
 Hardware issues that have minimal impact on your access to applications or data
 Events which you can easily workaround
 Error recovery events
 Hardware inventory changes
 System and device setting changes
 Infrequent self-correcting events such as disk media errors or single-bit ECC
After a support case is created, SupportAssist Enterprise collects system state information from the device
and uploads it to Dell EMC.
Note: For devices that are covered by a Dell EMC Basic Support service entitlement or with an expired
entitlement, a support case is not created, but the system state information is collected and uploaded to Dell
EMC, provided SupportAssist Enterprise is configured correctly.
Conclusion
SupportAssist Enterprise is designed for customers that want to benefit from automation and acceleration of
opening support cases and troubleshooting with Dell EMC Technical Support, when potential hardware issues
occur. SupportAssist Enterprise is not a replacement for customer staff which has responsibility for systems
management and hardware uptime. Rather, it is a complementary resource to augment capabilities,
especially for customers who have opted for a ProSupport, ProSupport Plus, ProSupport Flex for Data
Center, and ProSupport One for Data Center service entitlement.