Users Guide

Overview

Dell SupportAssist is a service capability that collects information about your computer hardware and software, and

automatically creates support cases when issues arise. This helps Dell to provide you an enhanced, personalized, and efficient

support experience. Dell uses this data to help solve common problems and design and market the products and services

features you use most.

SupportAssist integrates with Microsoft System Center Operations Manager to provide automated support capabilities for Dell’s

9th to 13th generation of PowerEdge servers. SupportAssist also supports monitoring of Dell's 12th and 13th generation of

PowerEdge servers through Integrated Dell Remote Access Controller (iDRAC).

NOTE: For the complete list of supported server models and operating systems, see the Dell SupportAssist Version 1.1 For

Microsoft System Center Operations Manager Support Matrix at Dell.com/ServiceabilityTools.

NOTE: SupportAssist does not support Dell PowerEdge Cloud servers.

SupportAssist also provides rich device, support case, and service contract reporting.

Equipping your server running Operations Manager with SupportAssist is voluntary, and results in improved support, products,

and services designed to meet your needs.

Topics:

• Key Features

• Features Supported With Dell Service Contracts

• Case Data Handling

• Event Storm Handling

• Data Collected

Key Features

The key features of Dell SupportAssist include:

● Monitoring — Receives critical alerts from supported devices.

● Automated collection of system information — Information required for troubleshooting the issue is automatically collected

and sent to Dell.

● Automatic support case creation — When a critical alert is received from your hardware by Operations Manager, the alert

information is sent to Dell and a service request is automatically created. A Dell technical support agent contacts you about

the alert and helps you resolve the issue.

NOTE: Support cases opened prior to SupportAssist installation, do not appear in the SupportAssist dashboard.

● 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.

Features Supported With Dell Service Contracts

The features supported in your environment may vary based on your Dell service contract.

The following table provides a comparison of the features available with the Dell Basic Hardware and Dell ProSupport service

contracts.

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