Users Guide

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
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
predict hardware failures that may occur in
future.
Automated collection of
system information
The system information required for
troubleshooting an issue is automatically
collected from the monitored device and sent
securely to Dell EMC.
Automated support case
creation
When a hardware failure is detected either
proactively or predictively, a Service Request is
automatically created with 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
Technical Support
A 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 Technical Support agent
determines that a part needs to be replaced to
resolve the issue, a replacement part is
dispatched to you based on the dispatch
preferences that you configure in SupportAssist
Enterprise.
12 Overview