Users Guide

• Ability to transpose the data displayed in the conguration viewer. See Data views.
• Ability to cancel a manually-initiated collection. See Sending the system information manually.
• Support for Dell Datacenter Scalable Solutions. For the complete list of supported device models, see the Dell SupportAssist
Version 1.3 for Servers Support Matrix at Dell.com/ServiceabilityTools.
• Support for collection of the following data:
– Dell Lifecycle Controller log from Dell’s 12th and 13th generation of PowerEdge servers.
– TTY log from PowerEdge servers that have iDRAC rmware version 2.00.00.00 or later installed.
• Support for installing SupportAssist on additional Linux operating systems. See Minimum requirements for installing and using
SupportAssist.
How SupportAssist works
When SupportAssist is set up and the devices to be monitored are congured correctly, SupportAssist receives an alert whenever a
hardware event occurs on any monitored device. The received alerts are ltered by using various policies to determine if the alerts
qualify for creating a new support case or for updating an existing support case. All qualifying alerts are sent securely to the
SupportAssist server hosted by Dell, for creating a new support case or for updating an existing support case. After the support
case is created or updated, SupportAssist collects the system information from the device that generated the alert and sends the
information securely to Dell. The system information is used by Dell Technical Support to troubleshoot the issue and provide an
appropriate solution.
NOTE: For more information about how SupportAssist processes alerts and automatically creates support cases, see the
Dell SupportAssist: Alert Policy technical document at Dell.com/SupportAssistGroup.
NOTE: SupportAssist sends you automatic email notications about support cases, device status, network connectivity
status, and so on. For information about the various email notications, see Types of email notications.
SupportAssist capabilities available with Dell service contracts
The primary benets 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.
9