Users Guide

SupportAssist
capability
Description Dell service contract type
Basic Hardware ProSupport ProSupport Plus
Automated email
notication
An email notication 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
conguration with proactive rmware
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 congured to periodically collect and send system information from monitored devices
to Dell.
Data collected by SupportAssist
SupportAssist continually monitors the conguration data and usage information of managed Dell hardware and software. While Dell
does not anticipate accessing or collecting personal information, such as your personal les, 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 contains the following categories of data:
• Hardware and software inventory — Installed devices, processors, memory, network devices, usage, and Service Tag
• Software conguration for servers — Operating system and installed applications
• Identity information — Computer name, domain name, and IP address
• Event data — Windows event logs, core dump, and debug logs
You can also access and view the data collected by SupportAssist. For information about viewing the collected data, see Viewing the
collected system information.
By default, SupportAssist collects data from all monitored devices, irrespective of the service contract type of the devices, and
sends the data securely to Dell. The collection of data is staggered, and the data is collected from 10 devices at a time. For
information about the default frequency of data collection, see Default schedule for collection of system information.
NOTE: If the security policy of your company restricts sending some of the collected data outside of your company
network, you can congure SupportAssist to exclude the collection of certain data from monitored devices. For
information on excluding the collection of certain data, see Enabling or disabling the collection of identity information and
Enabling or disabling the collection of software information and the system log.
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.
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