Users Guide

NOTE: Support cases opened before SupportAssist installation and support cases opened by contacting Dell Technical
Support, do not appear in SupportAssist.
● Automated log and configuration collection — Information required for troubleshooting the issue is automatically collected
and sent to Dell.
● Proactive parts dispatch — Based on examination of the troubleshooting data, if the Dell Technical Support agent
determines that a part needs to be replaced in your environment, a replacement part is dispatched to you with your consent.
NOTE: SupportAssist also enables reporting for devices with a Dell ProSupport Plus service contract. ProSupport Plus
reporting provides insight into the as-maintained environment configuration with proactive firmware recommendations and
other reports.
SupportAssist capabilities available with Dell service
contracts
The primary benefits of SupportAssist are available only for devices that have an active Dell ProSupport or Dell ProSupport Plus
service contract. SupportAssist also detects potential hardware issues in devices that have a Dell Basic Hardware service
contract. However, a support case is not created automatically for devices with a Basic Hardware service contract.
The following table provides a comparison of the SupportAssist capabilities supported with the Basic Hardware, ProSupport, and
ProSupport Plus service contracts.
Table 1. SupportAssist capabilities
SupportAssist
capability
Description Dell service contract type
Basic
Hardware
ProSupport ProSupport
Plus
Proactive detection of
hardware failures
SupportAssist 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 collected from a
monitored device is used to predict hardware
failures that may occur in future.
Automated data
collection
Data 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 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 needs
to be replaced to resolve the issue, a
replacement part is dispatched to you with
your consent.
ProSupport Plus
reporting
Data collected periodically by SupportAssist
enables Dell to provide you an insight into
your company’s as-maintained environment
Overview 7