Users Guide
Table 1. SupportAssist capabilities (continued)
SupportAssist
capability
Description Dell service contract type
Basic
Hardware
ProSupport ProSupport
Plus
configuration with proactive firmware
recommendations and other reports.
* Predictive detection of hardware failures is applicable only for the hard drives, backplanes, and expanders of Dell’s 12th and
13th generation of PowerEdge server that have PowerEdge RAID Controller (PERC) Series 5 to 9. Predictive detection of
hardware failures is possible only when SupportAssist is configured to periodically collect and send system information from
monitored devices to Dell.
Case data handling
For increased performance, SupportAssist case data is cached prior to display in the dashboard, and is not displayed in real time.
When started, SupportAssist queries Dell once every 15 minutes for all cases to determine if it needs to update the case status.
Event handling
SupportAssist intelligently handles event storm conditions, allowing up to nine separate alerts from your OpenManage
Essentials-managed environment in a 60-minute time span. However, if it receives 10 or more separate alerts it automatically
enters maintenance mode. For information on maintenance mode, see Preferences and Setting SuppotAssist to maintenance
mode.
Maintenance mode suspends any further processing of alerts, enabling you to make infrastructure changes without generating
unnecessary alerts. After 30 minutes in maintenance mode, SupportAssist automatically exits maintenance mode and resumes
normal alert processing.
Data collected by SupportAssist
NOTE:
By default, SupportAssist collects data from all supported devices in an environment, irrespective of the service
contract type of the devices, and uploads the data to Dell. The collection of data is staggered, and the data is collected
from 5 to 10 devices at a time. For information about the default frequency of data collection, see Default system log
collection schedule.
SupportAssist continually monitors the configuration data and usage information of OpenManage Essentials-managed Dell
hardware and software. While Dell does not anticipate accessing or collecting personal information, such as your personal files,
web-browsing history, or cookies, in connection with this program, any personal data inadvertently collected or viewed will be
treated in accordance with the Dell Privacy Policy available for review at Dell.com/privacy.
The information encrypted in the data log sent to Dell includes the following categories of data:
● Hardware and software inventory — Installed devices, processor(s), memory, network devices, usage, and Service Tag.
● Software configuration for servers — Operating system and installed applications.
● Network identity information – Computer name, domain name, and IP address.
● Event data — Windows event logs, core dump, and debug logs.
For more information about the collected troubleshooting information, see Accessing and viewing the system log collection.
NOTE:
If the security policy of the company restricts sending some of the collected data outside of the company network,
you can configure SupportAssist to filter the collected data before sending it to Dell. For more information, see Filtering the
system log collection.
NOTE: For more information about the data collected by SupportAssist and how the collected data is used by Dell, see the
Dell SupportAssist: Security Considerations technical document at Dell.com/SupportAssistGroup.
8 Overview