Support Matrix

SupportAssist Enterprise capabilities
available with Dell 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 devices. For information about registering SupportAssist Enterprise, see "Registering SupportAssist Enterprise" in the
SupportAssist Enterprise Version 2.0.70 User's Guide at https://www.dell.com/serviceabilitytools.
Table 1. SupportAssist Enterprise capabilities and Dell service contracts
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 data that is collected
from a monitored device is used to predict
hardware failures that may occur in future.
Automated data
collection
Data that are required for troubleshooting
a hardware failure is automatically collected
from the monitored device and sent securely
to Dell.
Automated support
case creation
When a hardware failure is detected either
proactively or predictively, a Service Request
is automatically created with Dell Technical
Support.
Automated email
notification
An email notification about the support
case or issue is automatically sent to
your company’s primary and secondary
SupportAssist Enterprise contacts.
Proactive response
from Dell Technical
Support
A Dell 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 Dell Technical
Support agent determines that a part
must 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 Basic Hardware service contract.
However, a support case is not created automatically for devices with a Basic Hardware service contract.
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6 SupportAssist Enterprise capabilities available with Dell service contracts