Users Guide

Feature Basic Hardware ProSupport ProSupport Plus
Remote monitoring
Automated log and configuration
collection
Automatic support case creation
Proactive parts dispatch
ProSupport Plus reporting
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 launched, SupportAssist:
● Queries Dell once every three minutes for cases in the Submitted state to determine if it needs to update the case status.
● Determines the last time the case data was updated for a submitted case. It then queries the cases for which cached status
information has expired in the last three minutes.
● Queries Dell once every 15 minutes for cases in all status other than Submitted.
NOTE:
If the data for a particular case is older than 15 minutes by the next poll time, SupportAssist queries for that data in
the current poll. Therefore, SupportAssist may only poll for cases that are in the Open state for case data every 12 minutes.
Event Storm Handling
SupportAssist intelligently handles event storm conditions, allowing up to nine separate alerts from your Operations Manager-
managed environment in a 60-minute time span. However, if it receives 10 or more separate alerts it automatically enters
Maintenance mode.
Maintenance mode suspends any further processing of alerts, enabling you to make infrastructure changes without generating
unnecessary cases. After 30 minutes in Maintenance mode, SupportAssist automatically exits Maintenance mode and resumes
normal alert processing.
Data Collected
Dell SupportAssist continually monitors the system configuration data and usage information of your Operations Manager-
managed Dell computer 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.
The information encrypted in the data log file sent back to Dell includes the following categories of data, among others:
● User Information — Computer name, domain, IP address, and Dell Service Tag.
● Hardware Configuration — Installed devices, processor(s), memory, network devices, and usage.
● Software Configuration — Operating system, installed applications, and application usage.
For more information about the collected troubleshooting information, see Accessing And Viewing The System Log Collection.
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Overview