Owner's Manual

Overview

Dell SupportAssist 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 2012 SP1 or Microsoft System

Center Operations Manager 2007 R2 root management server (RMS), management server, or operations

console to provide support capabilities for:

• Dell PowerEdge servers (9G to 12G) running Microsoft Windows Server 2008 Standard, Enterprise, or

• Integrated Dell Remote Access Controller 7 (iDRAC7)

NOTE: SupportAssist does not support Dell CloudEdge and PowerEdge C servers.

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

You can access information about the Operations Manager-managed Dell devices and related support

cases from the Device Inventory and Case List reports in the SupportAssist dashboard.

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

improved support, products, and services designed to meet your needs.

Key Features

The key features of Dell SupportAssist include:

• Remote monitoring — Monitors your hardware to inform you of critical alerts.

• Automated log and configuration collection — 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.

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.