Premier Enterprise Support
Gold Statement of Work
June 2003
Table of Contents
Introduction……………………………………………………………… Page 3
Standard Gold Support Services …………………………………… Page 4
24x7 Gold Queue Telephone Support……………………… Page 7
Software and Storage Support ……………………………... Page 8
4-hour Onsite Response Hardware Maintenance………… Page 9
Technical Account Manager Services …………………….. Page 11
Customer Defined Call Priority …………………………….. Page 14
Seamless Support ……………………………………………. Page 15
Change Notification ………………………………………….. Page 17
Online Support ………………………………………………… Page 18
Optional Gold Support Services……………………………………. Page 19
Remote Monitoring ……………………………………………. Page 19
Onsite Troubleshooting ……………………………………… Page 24
Onsite Engineer ……………………………………………….. Page 27
Customer-Owned Onsite Spares …………………………… Page 29
Customer Technical Training ……………………………….. Page 30
2-hour Response/6-hour Repair Hardware Maintenance.. Page 32
2
Introduction
Through the Premier Enterprise Support Service Program, Dell™ delivers a
series of high-end services for server and storage customers. The program
enhances Dell’s existing enterprise services offering by providing direct
access into Dell’s Enterprise Expert Centre, additional proactive and
preventative services, as well as Technical Account Management (TAM)
services.
Premier Enterprise Support comprises three tiers of service: Gold, Silver, and
Bronze. Each of these service tiers is designed to meet the varied needs of
enterprise customers.
Gold Support: For enterprise systems, Gold support offers a rich suite of
high-end services designed to help you manage key environments.
Silver Support: For systems that require basic levels of support, the Silver
tier provides you with 7x24, expedited resolutions.
Bronze Support: For non time-sensitive systems and for customers who
prefer to do their own troubleshooting and repair, Dell offers the Bronze
package.
Gold Support as described in this Statement of Work provides three years of
service coverage and is available for PowerEdge™, PowerVault™ and
PowerConnect ™ systems only. Please note options such as remote
monitoring, Change notification & 2hr response / 6hr repair maintenance are
not applicable for PowerConnect ™ systems.
This document provides a comprehensive description of the Gold tier of
Premier Enterprise Support, herein referred to as Gold Support.
3
Gold Support – Standard Services
Standard Gold Support offers high-level access to Dell’s technical support,
including engineer-to-engineer service through the Gold Queue, 4-hour 7x24
onsite hardware service, and case based-support for enterprise systems.
Through our Technical Account Management services, Gold Support
increases the benefits of a relationship with Dell and assures that support
services are optimised for customer environments.
Gold Support as described in this Statement of Work provides three years of
service coverage and is available for PowerEdge™, PowerVault™ and
PowerConnect ™ systems only.
 Gold Support begins from the date of invoice
 Gold Support services components will be provided whilst the system is
covered under a valid Gold Support contract
 Gold Support is available on a 7x24 basis unless otherwise noted in this
document
 Gold Support is provided without usage limit (with the exception of
Software and Storage Support Resolutions and the Optional Onsite
Troubleshooting Resolution Pack) over the three-year term
Restrictions
 Gold Support is not available on systems no longer supported by Dell
 Gold Support as described in this document is available for Dell
PowerEdge, PowerVault and PowerConnect products purchased in EMEA
Direct Countries only (Austria, Belgium, Czech Republic, Denmark,
Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands,
Norway, Poland, Portugal, South Africa, Spain, Sweden, Switzerland, UK).
 Gold Service is only offered in areas where Dell’s 7x 24 4-hour onsite
response (or 2-hour response/6-hour repair) service is available.
 Dell reserves the right to make an additional charge, in accordance with its
standard scale of charges for any service work or visits undertaken by Dell
and made at the request of the customer, that are outside of the scope of
Gold Support.
System Relocation
 Gold Support cannot be transferred into or out of the EMEA Direct
Countries and can only be purchased in the destination region.
 Gold Support may only be continued on Gold Supported systems that are
moved to another location within an EMEA Direct Country as long as the
new location is within a 7x24 4-hour onsite response area.
 Customer is required to verify 4-hour response availability in the new
location by contacting their Dell sales representative.
 Customer is required to notify the Gold Queue (via phone or email) that
the system is being moved and must provide the new location address.
 Service reverts to a one-year parts-only cover if the system is relocated to
a Dell indirect country and may not be available, may change, or may be
chargeable if the system is relocated from a Dell indirect country.
4
Deliverables and Delivery Agents
The table below summarises the deliverables and indicates the delivery agent
for each of the services in Gold Support:
Service
24x7 Engineerto-Engineer
Telephone
Support
24x7 Onsite
Hardware
Maintenance
24x7 Software
and Storage
Support
Resolution
Pack
Technical
Account
Manager
(TAM) Team
Services
Customer
Defined Call
Priority
Deliverables
Dedicated Gold Queue for Dell
hardware troubleshooting,
diagnosis and resolution. Gold
customers to speak directly to
highly trained engineers.
Dispatch of onsite engineer to
resolve hardware faults.
Service is available 24x7 with a
targeted 4-hour response from
time of dispatch.
Support for operating systems,
Back Office® products,
OpenManage PowerSuites™
and storage configuration
issues from Dell senior level
engineers. Customer is
entitled to 3 resolutions per
Gold supported system
A 24x7 team of TAMs to
oversee customer escalation
processes and provide reports
on incident status.
At initiation of a service call, the
customer assigns a priority
level to their incident
depending on severity of
problem.
Change
Notification
Quarterly subscription services
for updates of patches and
BIOS changes.
Seamless
Support
Dell acts as single point of
contact for collaborative
resolution of key third party
software/hardware issues
Web-based technical support
via customer specific Dell
Premier Pages or
Euro.Dell.com
Online Support
5
Delivered By:
Dell Gold Queue
infrastructure and senior
level engineers from
Enterprise Expert Centre.
Troubleshooting
completed by Gold Queue
or SME (Subject Matter
Experts) in Enterprise
Expert Centre who can
dispatch onsite parts and
labour if necessary.
Dell Gold Queue
infrastructure and
Microsoft®, Novell®, Red
Hat®, OpenManage
PowerSuites and Fibre
Channel certified
Engineers from Enterprise
Expert Centre.
TAM team located at the
Enterprise Expert Centre.
Gold Queue Engineers
provide troubleshooting
and diagnosis. The TAM
and Enterprise Expert
Centre apply time bound
escalation processes
depending upon incident
severity.
TAM team member
ensures customer is
registered for the
subscription service.
Dell Gold Queue or SMEs
and contracts with key
third party vendors.
Dell On-line team
Gold Customer Call Flow
Gold Customer
Entry Point for Gold
Gold Queue
On-Site
Troubleshooting
(if purchased)
Warm Transfer
4 Hour Parts and
Labour Dispatch
Server and Storage
Senior Analysts
Software Support
Senior Analysts
International
Product Support
6
Seamless
Support
Vendors
On-Site
Engineer
(If purchased)
Gold Queue Telephone Support
The Gold Queue is the initial point of contact for Dell PowerEdge, PowerVault
and PowerConnect systems covered by Gold Support. When the call is
received into the Gold Queue, the engineer receiving the call will either
provide the required troubleshooting directly, or pass the call into an
appropriate Subject Matter Expert (SME) resource in the Enterprise Expert
Centre. The Gold Queue employs a case-based support service providing
customers with continuity of support for issues.
To invoke the service, the customer contacts Dell using the dedicated Gold
Queue telephone number, describing both the severity of the issue and
symptoms of the problem. The Gold Queue can be contacted via telephone
or email (for less pressing issues) – customers are advised the telephone
numbers and email address through a Welcome Letter that is sent via email.
Dell also provides a URL where phone numbers and email address can be
located (www.euro.dell.com/gold).
The service is available in English, French and German during local prime
shift hours Monday through Friday excluding holidays. Support outside of
these hours is in English only.
Customer Responsibilities
 Customer must provide the tag number of the system for which the enquiry
is being made or case number if following up on an previous issue.
 Customer must provide such information as is requested by the Dell
engineer to assist in the diagnosis
Dell Gold Queue Engineer Requirements (Hardware):
Dell shall make commercially reasonable efforts to respond to the customer’s
enquiry/problem in a timely manner. The Gold Queue engineer enters the call
into the case management tool with the priority specified by the customer.
After phone-based troubleshooting, the Gold Queue engineer dispatches
parts and labour if necessary. If the issue requires the dispatch of an onsite
engineer, the Gold Queue will arrange for the dispatch in line with the
underlying Gold service level (2-hour or 4-hour response). The labour
dispatch includes the dispatch of parts to be used by the onsite engineer as
required. If the customer knows a given part is defective, a replacement will
be dispatched. If the customer does not know whether any parts are
defective, the Gold Queue engineer dispatches a kit of likely replacement
parts.
If the customer has purchased the Onsite Troubleshooting Resolution Pack
option, the Gold Queue engineer, will, at the customer’s request, dispatch an
Onsite Troubleshooting engineer to provide onsite diagnosis and repair of the
reported problem.
7
Software and Storage Support
Dell shall make commercially reasonable efforts to respond to the customer’s
enquiry/problem in a timely manner. The Gold Queue engineer will log the
incident in Dell’s case management tool at the priority specified by the
customer. The Gold Queue engineer or Software and Storage Senior Analyst
(supported software is listed below) will troubleshoot the issue. When the
issue is resolved, the Gold Queue engineer deducts one resolution from the
customer’s Software and Storage Support Resolution Pack. Gold customers
receive 3 resolutions for each server/storage system covered by Gold support
– these resolutions are good for 3 years. Further resolutions can be
purchased on a non-point of sale basis if required. Products not listed on the
supported products list below or that are end of life (EOL), will be supported
on a best effort basis by Dell support technicians.
Supported Products:


















Dell Openmanage suite and connections
Dell Powersuites
Veritas Backup Exec - certified configurations only
Veritas Netbackup – certified configurations only
CA Arcserve/BRightstor - certified configurations only
Oracle 9i RAC installation
Windows 2000 - certified configurations only
Windows Server 2003 - certified configurations only
SBS 2000 - Dell certified configurations only
SQL 6.5/7.0/2000
Exchange 5.5/2000
Redhat Linux - Dell certified configurations only
Novell Netware - Dell certified configurations only
Microsoft IIS
Proxy Server/ISA server
Exchange 2003
SBS 2003
Commvault Galaxy
EOL Product that will be supported on a best endeavors basis



Windows NT 4, SBS 4.5 (EOL)
Exchange 5.5 (EOL)
Powerapp web appliances (EOL in Europe)
Services Covered







Installation
Configuration
Backup and restore
Identifying performance issues
troubleshooting errors generated by
supported apps
8
Certified Dell configurations
Client operating system connectivity
Services not covered







Development.
non-Dell certified operating systems.
EOL products no longer supported by vendor.
Client operating system specific problems.
Office applications.
non-dell 3rdparty devices.
Beta software
This service applies to both factory-installed and customer-installed software
(customer-installed software must be included on Dell’s supported products
list in order to receive assistance). Dell also offers support for Windows 2000
Datacenter on a custom basis.
In the event of the diagnosis concluding that the cause of the problem is with
a third party vendor, the Gold Queue engineer contacts the third party on
behalf of the customer if the third party vendor is included in Dell’s Seamless
Support Program. In the event of a Severity 1 call, the engineer will stay on
the call with the customer and the third party while troubleshooting proceeds.
Customer Responsibilities
 Provide the tag number of the system on which the problem is being
reported.
 Provide such information as is requested by the Dell engineer to assist in
the diagnostic process, using a knowledgeable person at their system site
Dell Responsibilities
 On receipt of a Software and Storage Support call, Dell is responsible for
checking customer’s availability of resolutions and decrementing a
resolution from the number of outstanding if Dell resolves the issue.
 Escalation of unresolved problems within Dell, and by use of the Seamless
Support service.
9
4-hour Onsite Response Hardware Maintenance
Dell will endeavour to provide onsite parts and labour within 4 hours provided
a Dell support technician agrees and accepts a system fault call (after phonebased troubleshooting). The engineer dispatched will be a Level 3 technician
with Master DCSE Certification.
Service will be provided whilst the system is covered under a valid 4-hour
response Dell service plan. Dell has a policy of conducting phone-based or
Internet troubleshooting to determine whether onsite service is required. The
response times are estimates and may vary according to part and engineer
availability or the remoteness or accessibility of customer location
System Cover
 The response times are estimates and may vary according to part and
engineer availability or the remoteness or accessibility of customer
location
 Peripherals (e.g. monitor, keyboard) and customer replaceable units may
be delivered by courier for customer installation
 Parts not critical to product function (e.g. hinges, doors, cosmetic features,
frames) may not be serviced within the 4-hour time period
 Parts may be new or refurbished parts in accordance with industry practice
 Service includes restoration of the available operating system as factory
shipped
Items not covered by Dell 4-hour onsite service
 Non-Dell peripherals and accessories -these are covered by the
manufacturer or licensor warranty unless otherwise specified
 Customer software applications and data
 Post-installation support on operating systems
 BIOS/Firmware upgrades (see Change Notification service for BIOS and
firmware upgrades)
 Preventative maintenance
 Backup, restoration and transfer of applications and data
In addition to those items specified in Dell’s Gold Support Terms and
Conditions, Dell service does not cover damage caused by:
 Use of components or software not supplied by Dell
 Unsupported changes to configuration
 Relocation or transportation
 Servicing not authorised by Dell
 Usage not in accordance with product instructions
 Failure to perform required preventative maintenance
 Unreasonable or excessive use
 Accidental or malicious damage
 Environmental conditions
 Act of God, fire, flood, act of violence or any similar occurrence
 Transfer of data or software
 Viruses
10
Dell reserves the right to make an additional charge, in accordance with its
standard scale of charges for any service work or visits undertaken by Dell
and made at the request of the customer that are outside of the scope of the
applicable service plan.
Customer Responsibilities
In order to enable Dell to carry out its support obligations the customer
should:
 Be available at the customer site to receive engineer and parts
 Be responsible for parts received until given to the engineer
 Provide Dell with full, safe and prompt access to the system(s)
 Provide a technically competent person with knowledge of the system and
fault to be present throughout the repair
 Ensure the system is in an easily accessible location with adequate space,
health and safety conditions
 Make available to Dell, free of charge, all facilities and services reasonably
required by Dell to enable Dell properly to provide the services
 Provide such telecommunication facilities as are reasonably required by
Dell for the performance of its obligations and for any other testing,
diagnostic and remedial purposes at the customer’s expense
 Keep full security copies of any software and data in accordance with best
computing practice and in any case before requesting services from Dell
 Be responsible for recovering their own application software after any such
services have been provided
11
Technical Account Management Service
The TAM team service is a key component of the Gold Support providing
customers with an expert-to-expert technical point of contact with Dell’s
Enterprise Expert Centre. The TAM Team service was designed to provide
Dell’s Gold customers with a more personal and expert level of support to
help ensure greater uptime and increased success in resolving customer
incidents. Customers will be assigned to a team, which provides regional
support. The TAM team is responsible for overseeing the technical escalation
process while Dell Enterprise Expert Centre engineers are working to resolve
a Severity 1 or Severity 2 issue (see Severity definitions below). Service
deliverables include both proactive and reactive support.
Pro-Active:
 Ensure Gold customer is enrolled in Change Notification CD program
Re-Active:
 Immediate response for Severity 1 issues (24x7)
 Targeted response within 30 minutes for Severity 2 issues (24x7)
 Escalate issues within Dell to help ensure all service level agreements are
met
 Produce Post Incident Report at the conclusion of all Severity 1 issues and
take ownership of resulting Dell action items
Reactive Incident Management Guidelines
This section describes the SLA for each of the three Severity levels and the
expected escalation process.
Severity 1 Issues
Stage
Targeted Time
Frame
Stage I
15 minutes
Stage II
4 Hours
Stage III
6 Hours
Stage IV
8 Hours
Stage V
12 Hours
TAM Team Action
1.Verify that issue is assigned and being
worked.
2.Contact customer and explain plan
3.Be prepared to provide 30 minute updates
1.Send 1st status email, update every 30 mins
or as agreed with the customer.
2.Contact customer and agree to support plan
1.Add Area Manager to status email
2.Send status email, with 30 minute updates
or as agreed with the customer.
1.Add Service Director to status email
2.Send status email, with 30 minute updates
or as agreed with the customer.
3.Contact customer and agree to support plan
1.Add Service VP to status email
2.Send status email, with 30 minute updates
or as agreed with the customer.
12
Severity 2 Issues
Stage
Targeted Time
Frame
Stage I
30 Minutes
Stage II
6 Hours
Stage III
12 Hours
Stage IV
20 Hours
Stage V
30 Hours
TAM Team Action
1.Verify that issue is assigned and being
worked.
2.Contact customer and explain plan
3.Be prepared to provide hourly updates or as
agreed with the customer.
1.Send 1st status email, update hourly or as
agreed with the customer.
2.Contact customer and agree to support plan
3.Dispatch Onsite Troubleshooting labour if no
fix in sight (optional service, if purchased)
1.Add Area Manager to status email
2.Send status email, update hourly or as agreed
with the customer.
1.Add Service Director to status email
2.Send status email, continue to update hourly
or as agreed with the customer.
3.Contact customer and agree to support plan
1.Add Service VP to status email
2.Send status email, continue to update hourly
or as agreed with the customer.
Severity 3 Issues
TAM Team member engaged only if issue cannot be resolved with standard
escalation path
Automated Escalation Management
During the course of an incident, it may be necessary to send status reports to
various concerned parties within Dell. By default these status emails are sent
to:
 TAM Team Members, Gold Queue Manager,
 Any Assigned Engineers (Analyst or Senior Analyst) working the issue
The escalation process (above) indicates the proper time to add the Area
Managers, Directors, and Services VP.
 Outside of normal business hours, it is necessary to proactively notify the
following managers:
o The TAM Team Manager is notified via phone call or page. If the
call or page is not acknowledged within 30 minutes, the Area
Manager is notified.
o The Area Manager is notified by sending a text page. No
acknowledgement is required.
13
Reporting
The TAM Team is responsible for providing Post Incident Reports (PIR) to the
customer (after each Severity 1 issue). The PIR is sent by email and contains
the following sections
 Executive Summary
 Incident Details
 Root Cause Analysis (when appropriate)
 Areas for Process Improvement
 Areas for Dell Improvement
 Areas for Customer Improvement
The TAM Team owns all Dell action items resulting from a PIR.
TAM Onsite Requirements
TAM team members are not normally expected to go to the customer site. All
reporting is performed remotely. Requests for onsite visits by TAM team
members are considered on a case-by-case basis by the Enterprise Expert
Centre management and may result in additional costs to the customer.
Customer Responsibilities
 The customer is responsible for providing a primary contact point for the
TAM team.
14
Customer Defined Call Priority
With this service, the customer assigns the priority of all calls: Down Server,
Impaired Server or Inconvenience (Severity 1, Severity 2, or Severity 3).
Each of these Severity levels has a defined response time, escalation path,
and process predetermined by Dell (see definitions and escalation timelines
below). The customer can assign a priority to either hardware or software
calls. If the customer does not specify the Severity level, the incident defaults
to Severity 3.
Severity definitions are as follows:
Severity Level Definitions – Gold Customers
Severity
1
Customer’s
situation
 Customer has
complete loss of a
core or critical
business process,
work cannot
reasonably continue
 Needs continuous
response (7X24)
 Time to customer
solution not readily
known
Examples
 Server/storage
system down
impacting
production or online
services
 Production down or
at imminent risk
 Critical business
application failure
 SAN down and
customer has no
access to production
data
 Effective workaround
is not available or in
sight
Dell Response
 Gold Queue troubleshoots the
issue, engages experts,
dispatches parts and labor as
outlined below
 24x7 allocation of appropriate
resources to sustain
continuous communication
and work effort
 Immediate notification and
engagement of TAM
 24x7 access to and response
from change control authority
 TAM begins and manages
escalation process
 24X7 access to facility
locations
 For Gold systems: immediate
dispatch of Certified DSP
engineer or EMC trained
engineer when required to
resolve the issue. The DSP
engineer or EMC trained
technician is dispatched to
customer site for onsite
troubleshooting and repair
 Notification of senior
executives at customer site
 For 4 or 2 hour Gold
Systems: Replacement parts
dispatched as soon as
hardware failure identified
 Notification of Senior
Executives at Dell
 Customer communications
every 4 hours as a minimum
(or as agreed) for
updates/status
 Escalated to senior Expert
Center engineer within 1
hour, if necessary
 3rd party vendor engaged if
necessary as soon as issue is
isolated to 3rd party product
 Internal product engineering
engaged if necessary within 2
hours
 TAM will produce a Post
Incident Report after the issue
is closed – reports produced
as requested by customer
15
Required Customer
Response
Note: Any customer deferral of
service results in a drop from
Severity 1 to Severity 2
Severity Customer’s situation
2

Moderate to
significant business
impact

Work can
reasonably continue in
an impaired manner

Customer cannot
work the issue 24x7

Customer has
limited access to
production data

Effective and
imminent workaround or
resolution appears to be
within standard support
SLA’s
Examples

Production systems
or workgroup area down,
but customer’s business
can continue to operate

Server/storage
system impaired or
unstable

Chronic or
intermittent failure
placing future production
at risk

Critical business
application significantly
degraded or
experiencing significant
performance issues

Back-up
environment at risk

Significant
performance issues
driven by system
configuration
16
Dell Response

Gold Queue
troubleshoots the issue,
engages experts,
dispatches parts and labor
as outlined below

Certified DSP
engineer or EMC trained
engineer (for 4hour
systems) and
replacement parts
dispatched to customer
site after phone-based
troubleshooting and
identification of hardware
issue in accordance with
the underlying service
contract (4 hour or 2 hour
response for Gold)

TAM engaged within 1
hour

TAM 1st call to
customer in 90 minutes or
less to discuss work plan
for closure

Continuous
communication from TAM
to customer every 4 hours
(during business hours),
after hours communication
as agreed

Notification of Senior
Managers at Dell.

Continuous effort
during customer business
hours, after hours work can
be scheduled

Escalated to product
expert within 2 hours

3rd party vendor
engaged if necessary
(when issue is isolated to
3rd party product)

Internal product
engineering engaged if
necessary within 4 hours
Required Customer
Response

Allocation of
appropriate resources to
sustain continuous
communication and work
effort during business
hours

Access to and
response from change
control authority within 4
business hours

Management
notification
Severity Level Definitions – Gold Customers
Severity
3
Customer’s situation

Minimal business
impact

Customer’s business
is substantially
functioning with minor or
no impediments of
services.

Needs initial
attention within one
business day

Routine Q&A or
project-oriented requests

Immediate work
around is available
Examples

Server/stora
ge system
minimally
impaired

Critical
business
application
experiencing
moderate
performance
issues


Moderate
performance
issues driven by
system
configuration
Back up
environment at
moderate risk
Dell Response

Gold Queue troubleshoots the
issue, engages experts, dispatches
parts and labor as outlined below

Certified DSP engineer or
EMC trained engineer (for 4hour
systems) and replacement parts
dispatched to customer site
after phone-based
troubleshooting and
identification of hardware issue
in accordance with the
underlying service contract (4
hour or 2 hour response for
Gold)

TAM typically not engaged
(can be engaged if necessary)

TAM communication to
customer daily or less frequently as
mutually agreed between customer
and Dell

Work effort during business
hours only

Escalated to product expert if
necessary within one business day

3rd party vendor engaged if
necessary within one business day
(if issue is isolated to the 3rd party
product)

Internal product engineering
engaged if necessary within one
business day
Required Customer
Response

Accurate and
updated contact
information for case
owner

Responses within
24 hours

Scheduled access
to change control
authority
Note: For customers who either did not purchase the optional on-site
troubleshooting service (OSTS) or for customers who don’t want to use their
on-site troubleshooting resolutions and the issue requires replacement parts
and onsite labour, the parts and labour will be dispatched as soon as the
hardware failure is identified.
17
Seamless Support
For those times when identifying the source of a technical problem is difficult,
Dell provides Gold customers with a point of contact and a place to start the
troubleshooting process. If the customer is unclear whether the issue lies with
the operating system, the hardware, the database, or the application, the
customer can contact Dell for help in isolating the problem. Through our
agreements with several key 3rd party vendors, we can help Gold customers
streamline problem resolution.
Once the issue has been isolated to the 3rd party product through phonebased troubleshooting, Dell contacts the 3rd party vendor (see list below).
Once Dell reaches the 3rd party tech support organization, the Gold Queue
technician will describe the troubleshooting results to date and will ask the 3 rd
party vendor to open an incident in their own problem tracking tool. For some
vendors, or during busy call periods, the customer may receive a call back
from the 3rd party vendor. Also, please note that some vendors offer support
during business hours only.
For products other than those on the Dell Supported Products List (see
http://www.dell.com/us/en/biz/services/service_directline_svc.htm ), the
customer must hold a valid support contract with the listed vendor to
ensure proper entitlement. For example, customers need a valid
contract with Microsoft for developer level support.
For Severity 1 issues, the TAM monitors the problem resolution process
obtaining status and resolution plans from the vendor until the problem is
closed. For Severity 2 and Severity 3 issues, Dell passes the incident to the
3rd party vendor (once the incident is isolated to the 3 rd party product) and
closes the case in our problems tracking tool. Once the incident is passed to
the 3rd party, the vendor is fully responsible for problem resolution and should
be contacted directly for updates and resolution.
Dell has agreements with and will attempt to contact only those vendors
listed below:
Microsoft Commerce Server
Microsoft BizTalk Server
Microsoft Applications Server
Vignette V/5 CMS™
Oracle 8.x Database
Oracle 8i Database Server
Oracle9i Application Server
Oracle iStore
Hardware supplied by:
 EMC
Veritas
SAP
Oracle
18
Summary of Seamless Support Service
Is
Is Not
Available to Gold customers
A service that allows customers to call Dell
when the customer is not sure whether the
problem is with the Dell product or a 3rd party
product. The Gold Support technician will
isolate the problem, and engage the 3rd party
vendor if the problem is with the 3rd party
vendor product.
Limited to the vendors and products listed
above
An enhancement to Dell’s existing Gold
support model
Available to Bronze and Silver customers
A service that provides the customer a single
point of contact for all 3rd party product
issues. The customer should directly engage
the 3rd party vendor if the issue is already
identified as 3rd party vendor problem to
speed the issue resolution.
Managed by the Dell TAM for Severity 1
issues
A process that enhances the customer’s
existing support agreement with 3rd party
vendors
Issue owned by the 3rd party vendor once the
3rd party vendor is engaged
Offered for all 3rd party vendors and products
used with Dell Servers and Storage systems
A replacement for a 3rd party support
contracts or advanced software support
resolution packs
Managed by Dell for Severity 2, Severity 3 or
Severity 4 issues
A process that upgrades or replaces a
customer’s existing support agreement with a
3rd party vendor
Issue owned by Dell and open in Dell’s case
management system once the 3rd party is
engaged
Customer Responsibilities
 Directly contact the 3rd party vendor (rather than Dell) if the issue is clearly
isolated to the vendor’s product
 Ensure software application or third party hardware is set up in a validated
state
 Ensure appropriate support agreement with the 3rd party vendor is valid
and current, if required
 Provide all relevant material on server / storage configuration
 Provide a knowledgeable engineer to help troubleshoot issue
Dell Responsibilities
 Provide a certified engineer with expertise in isolating the software and
hardware concerns of the customer.
 Escalate to listed 3rd party vendor once the issue is isolated to the 3rd party
product
Change Notification
Change Notification is a service for customers who have purchased Gold
support contracts. This service proactively notifies customers of changes and
updates to Dell provided BIOS, firmware, system patches, & systems
management software. These updates are delivered through enrollment in
Dell’s OpenManage CD Subscription Service.
Dell OpenManage CD Subscription Service
When a customer purchases a Gold support contract on a PowerEdge,
PowerVault or PowerConnect product they automatically become eligible to
enroll in Dell’s OpenManage CD Subscription Service. The cost of this service
is included in the cost of the Gold support contract. Customer’s are eligible for
one subscription for each Gold support contract that they purchase. Their
subscription eligibility is for the same term as their Gold contract. Normally
they will only need one subscription for any number of servers. Customer’s
are not automatically enrolled in the program. They have to register for
their Subscription Service as described in the section below titled “How the
program works”. Change Notification for Dell/EMC customers is not handled
through the Dell OpenManage CD Subscription Service. Dell/EMC customers
will be entitled to software update notifications through a separate process
that is explained in the Dell | EMC Statements of Work.
The OpenManage CD subscription Service includes a set of three CD’s
as follows:
The Dell OpenManage Server Assistant CD contains utilities, diagnostics,
drivers, and system BIOS updates that you need to operate your Dell
PowerEdge server. Using this bootable CD simplifies the setup of your
server by automating the system configuration.
The Product Documentation CD contains PowerEdge and OpenManage
documentation including user’s guides, installation and troubleshooting
guides, quick install guides and other pertinent documentation.
The Dell OpenManage Systems Management CD contains system
management instrumentation, agents, and console application programs.
How the program works
Gold contract order information is captured and transmitted weekly to an
outsource subscription service provider. A Dell OpenManage CD
Subscription Service “welcome” letter is sent to the customer notifying them of
their entitlement and providing a phone number to register for a Dell
OpenManage CD Subscription. A copy of the letter appears below.
Customers must register by contacting the service provider on the telephone
number detailed in the welcome letter before they will begin receiving the
updates. CD Subscription updates are normally delivered quarterly. In most
cases, the customer will not receive their first delivery of a CD Subscription
until the quarter following the quarter in which they register.
20
Dell OpenManage CD Subscription Service for Gold Customers Welcome
Letter sample.
21
Online Support
Dell Gold customers have access to an Internet portal for support information.
Dell provides a range of capabilities (described below). The service is
provided by Dell as part of the Premier Dell.com program, which also provides
the portal for customers’ sales enquiries and orders.
To invoke the service, customers use a login/password and can choose the
required service/information from the menu provided. This support capability
is available for all entitled Gold customers to access at any time without any
usage limitations.
The available services are as follows:
Premier Page
– login and
registration
Customer will need to register for a Premier Account, if not
already registered.
Dell Sales Account Manager handles request for new
registration.
Customer receives login
On registration, customer can retrieve and set up profile.
Support Euro
Dell provides full access to support site environment
Dell.com
(registered country) by accessing the support website
Technical
Dell provides Downloads, Knowledge Base and System
Support &
configuration
service
Selected by system type or dependent upon the service
Information
tag entered
Service Call
Dell provides access to single or multiple tag service
Status
status. (Service call type, ETA contact information),
information on current call status, not historical service
calls. Data provided is read only
Warranty
Dell provides service status and time left for system with
information,
tag number provided by customer
system
Dell provides details of system configuration as shipped
configuration
from Dell for system with tag number provided by
& system
customer
documentation Dell provides access to technical specifications, supported
components and peripherals and software for Dell
systems.
Customer Responsibilities
 Customer must acquire from Dell, and store securely, the login/password
for the support functions of their Premier Dell.com page.
Dell Responsibilities:
 Dell shall make reasonable efforts to provide access to the portal and
associated services at all times
 Dell will be responsible for providing up-to-date information on the site
22
Gold Support Optional Services
To better meet unique requirements, Gold customers can purchase optional
on-site troubleshooting resolution packs, remote monitoring services,
customer training, on-site engineer, on-site spares and 2-hour response/6hour repair service.
Remote Monitoring
Remote monitoring service enables the customer to automatically forward
hardware and software faults to the Dell Enterprise Expert Centre for
immediate issue creation and response. This level of monitoring can cover
over 250 monitored events on Dell PowerEdge Servers, PowerVault Storage,
Microsoft Windows NT, Windows 2000 operating systems or combinations of
these systems.
For systems monitored by the customer, the monitoring station will provide a
local alert for proactive service. The customer can contact the Gold Queue or
the TAM Team for further assistance in troubleshooting the alert.
For Dell monitored systems, the monitoring station will send an alert to Dell
technicians who will diagnose the problem, resolve or dispatch either parts
and/or technicians to the customer site for proactive repair.
In either case, if the customer has the Dell On-site Engineer service, the
engineer will be notified for management of the proactive service call.
The Remote Monitoring service is designed to increase the uptime of
enterprise systems by reducing the time necessary to resolve a technical
problem that has either occurred or could occur. The Remote Monitoring
Service is available in two levels in order to accommodate various customer
configurations and needs.


Level 1: Self-Monitoring (Installation only)
Level 2: Server\Storage Hardware Alerts Only
Level 1: Installation Only
Remote Monitoring Installation service involves the installation and proper
configuration and orientation training of a standard remote monitoring solution.
Standard solutions are available to monitor Dell PowerEdge servers,
PowerVault storage, Microsoft Windows NT, Windows 2000 operating
systems or combinations of these systems.
The standard monitoring solutions are configured to deliver alerts via email.
These email alerts can be delivered to the customer (Level 1), the Enterprise
Expert Centre team (Level 2).
Customer Responsibilities:
23






Purchase or provide and install one dedicated management station and
specified software for every 100 nodes to be monitored, based upon the
published specification in effect at the time of the order
Verify that the management station is/or will be installed into the customer
environment prior to the Remote Monitoring Team arriving on site
Verify that all nodes that will be monitored are/or will be installed into the
customer environment prior to the Remote Monitoring Team arriving at on
site
Work with CDT to schedule and agree upon dates/time that nodes will be
available for remote monitoring set-up
Assume responsibility to manage and maintain the management station
Provision of the Management station, as per minimum configuration.
Dell’s Responsibilities:
 Contact customer and mutually agree upon the Remote Monitoring set-up
dates and times
 Installation process of specified management station
 Installation process of specified monitored nodes
 Sign-off upon completion
Node Onsite Configuration / Setup Activities (each node):
 Install / Configure SNMP (reboot)
 Install / Configure Server Agent (reboot)
 Perform testing of alert paths
Management Station Configuration / Setup Activities:
 Install / Configure SNMP
 Install / Configure IT Assistant 6.x
 Configure Alerts for customer
 Configure Alerts for Dell Remote Monitoring requirements if higher level of
Remote Monitoring is included.
Level 2: Hardware (Server\Storage) Alerts Only
PowerEdge servers and PowerVault storage will be monitored for faults by a
dedicated management station. In the event of a fault, the management
station will notify the Dell Enterprise Expert Centre, which will respond with the
appropriate action to resolve the fault.
Customer Responsibilities:
 Provide properly formatted email alerts to Dell’s Enterprise Expert Centre
team (all email alerts are defaulted to Severity 3).
 Provision of the Management station, as per minimum configuration.
Dell’s Responsibilities:
 Dell will provide an email box to receive alerts from monitored systems
(email alerts are defaulted to Severity 3)
 When an alert is received, Dell will call the customer to verify the alert and
create an incident record with an assigned Severity level based upon the
content of the alert
24

Once an incident record is created it is managed based upon Severity
level escalations
Management Station Minimum Configuration
A PowerEdge 25xx or 26xx server with at least the minimum
configuration listed below
One 550MHz Processors
512GB RAM (minimum)
PERC 2 (PERC 3 for 25xx) Single Channel RAID Card
Three 9GB Internal Drives
DRAC II with Modem
CD-ROM
100mbps NIC
Keyboard / Mouse
15” VIS Dell 800F Monitor
Floppy Drive
NT 4 Server; or W2K Server; with appropriate service packs
NT Options Pack
Dell IT Assistant 6.x
MS SQL v6.5 for NT Server
NetIQ AppManager Operator Console for Intel
NetIQ WEB Access Console
1
Download speeds limited to 53 Kbps. Upload speeds are less (about 30Kbps.) and vary by modem manufacturer and
line conditions. Analog phone line and compatible server required.”
Systems Monitored:
 All PowerEdge servers that fully support the Dell Server Agent (or HIP)
v3.52 or 4.x agents can be monitored.
 PowerVault 7x0F system using the built in “AutoSupport” feature
 PowerVault 650F system using the OpenManage Data Event Monitor
utility
 PowerVault 660F system using Array Manager
Notes:Hardware Monitoring can be performed on PowerEdge and PowerVault
systems specifically noted with HIP 3.5.2 and Server Agent 4.x HIPREAD.TXT
or README.TXT files.
25
Remote Monitoring Product Reference Table
PowerEdge Servers:
Product
Model
Remote
Monitoring
Remote
Monitoring
Remote
Monitoring
Hardware
Only
Hardware &
OS
PowerEdge
3xx
Yes
Yes
Hardware,
OS & Health
Check
Yes
PowerEdge
1xxx
PowerEdge
2xxx
PowerEdge
4xxx
PowerEdge
6xxx
PowerEdge
8450
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Details on Remote Monitoring
Capabilities
PowerVault Storage
Product Model
Remote
Monitoring
Remote
Monitoring
Remote
Monitoring
PowerVault 224F
Hardware
Only
Yes
Hardware
& OS
N/A
Hardware, OS &
Health Check
N/A
PowerVault 650F
PowerVault 660F
Yes
Limited
N/A
N/A
N/A
N/A
PowerVault 630F
PowerVault 530F
PowerVault 735N
PowerVault 7x0N
N/A
Yes
Yes
Yes
N/A
N/A
Yes
N/A
N/A
N/A
N/A
N/A
PowerVault 701N
Yes
N/A
N/A
PowerVault 705N
Yes
N/A
N/A
PowerVault 200S
Yes
N/A
N/A
PowerVault 201S
Yes
N/A
N/A
PowerVault 210S
Yes
N/A
N/A
PowerVault 211S
Yes
N/A
N/A
PowerVault 56F
PowerVault 51F
PowerVault 35F
PowerVault 136T
DLT
PowerVault 130T
DLT
PowerVault 120T
DLT
PowerVault 120T
DDS4
PowerVault 110T
DLT
PowerVault 110T
LTO
PowerVault 100T
DDS4
Yes
Yes
No
Yes
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
No
N/A
N/A
No
N/A
N/A
No
N/A
N/A
No
N/A
N/A
No
N/A
N/A
26
Details on Remote Monitoring
Capabilities
SMART alerting, Array Manager via
660F
Data Event Monitor
SNMP via Array Manager, separate
monitoring station needed
Data Event Monitor via 650F
NT4.0 OS, HIP alerting via SNMP
2450 Based, HIP alerting via SNMP
Self alerting (e-mail), no monitoring
station required
Self alerting (e-mail), no monitoring
station required
Self alerting (e-mail), no monitoring
station required
SMART alerting, Array Manager via
SNMP
SMART alerting, Array Manager via
SNMP
SMART alerting, Array Manager via
SNMP
SMART alerting, Array Manager via
SNMP
SNMP, MIB from OEM
SNMP, MIB from OEM
SNMP, MIB from OEM
Possible SNMP
Onsite Troubleshooting
This service is for issues with Gold supported systems where the customer
cannot go through remote troubleshooting or has limited IT staff to perform
remote troubleshooting. Continuity of contact is important, and Dell will
endeavour to send an engineer who is familiar with the customer’s installation
to perform the onsite troubleshooting. This assigned engineer will stay onsite
after troubleshooting to complete the repair service. Incidents resolved as part
of the Onsite Troubleshooting service will be tracked and reported to the
customer in summary as part of the Post Incident Reporting process.
Dell will be prepared to provide Onsite Troubleshooting resolutions to the
customer within 45 days of the contract being purchased.
This Onsite Troubleshooting option is packaged as 3 service calls valid for the
3-year term of standard Gold Support. Dell will offer non-point of sale packs
for a further three resolutions, and these will be available for purchase from a
Dell sales representative. The Onsite Troubleshooting option can only be
ordered in association with Gold support.
Process Overview
 A customer calls Gold Queue
 Gold Queue dispatches the engineer using EDI interface. The engineer is
notified that the call is both a Gold call and an Onsite Troubleshooting call
via the EDI link call type.
 The engineer contacts both the Gold Queue and the customer – Gold
Queue provides any customer-specific information to engineer, customer
provides required ETA.
 Gold Queue engineer dispatches a kit of likely replacement parts to arrive
at the customer site at the same time as the engineer
 The engineer troubleshoots the issue, replaces failed part (if necessary),
communicates the status of the call back to Gold Queue, disengages from
the call, and returns any defective parts (if applicable).
Customer Responsibilities
 Make the equipment to be serviced available to technician during the
timeframe agreed upon by the customer and the technician
 Have someone available at the customer site to receive engineer and
dispatched parts
 Take responsibility for giving parts to the engineer and for any received
parts until they are given to the technician
 Have a staff member available to the technician who is knowledgeable of
the system’s configuration and authorised to make business decisions
regarding the system such as rebooting or taking it out of service during
the troubleshooting process
 Provide all software, patches, configuration parameters, and system
backups required by technician to reload the operating system as required
 Supply latest version of subscription CD when needed by technician
 Provide a dial-up analog line or network access in the work area for
Internet and email access
 Backup all system data and to provide adequate security for systems
27
Dell Responsibilities
 When the Gold Queue receives an Onsite Troubleshooting request, the
Dell technician qualifies entitlement to service, records details of the call,
and dispatches qualified technician to customer’s site
 The Dell Gold Queue will dispatch likely replacement parts concurrent with
the dispatch for the Onsite Troubleshooting technician
 Dell will aim to provide an estimated time for parts to arrive within 30
minutes of receipt of the call
On-site Requirements (Hardware):
 Engineer makes commercially reasonable efforts to respond to the
customer location within the timeframes of the existing 2-hour and 4-hour
service agreements
 Engineer will perform necessary troubleshooting and determine required
remedy
 Engineer contacts the Enterprise Expert Centre for additional parts
dispatch, if necessary
 Engineer proves the performance of the Dell systems by running
diagnostics with no failures, initiating the operating system kernel, and
attaching one client machine
 Additional proof of performance may include initiating the failing application
and demonstrating availability to connect to one client machine related to
the failing application. Failing applications may be: email, Internet
browsers, database programs, or enterprise backup solutions
 Dell will obtain all permissions/legal signoffs from the customer in order to
work on Dell systems, which are attached to or installed in non-Dell
systems (e.g. installing a Host Bus Adapter (HBA) in a non-Dell Server on
a Dell SAN).
On-site Requirements (Software / Operating Systems):
 Engineer works to resolve the Windows NT, Windows 2000 or Windows
2000 Advanced Server software problems. Operating System problems
are defined as configuration, operations, troubleshooting and user set-up
issues. If problems cannot be resolved they will be escalated to the
Enterprise Expert Centre for additional troubleshooting according to the
standard Gold Severity guidelines.
 Engineer responds to the customer location to perform troubleshooting
services on a down or impacted Dell contracted system
 Engineer will make a determination of the best steps to use to quickly
restore the contracted system to operational status
 Clarify the symptom with customer with on-site troubleshooting tools and
processes
 Obtain or create an emergency repair disk (rdisk.exe)
 Ensure customer has obtained recent backup. If backup has not been
obtained because problem is with backup subsystem, engineer will contact
the Enterprise Expert Centre to discuss options before proceeding with the
onsite troubleshooting. The Enterprise Expert Centre or TAM will work
with the customer on an acceptable backup solution before the engineer
proceeds with the onsite troubleshooting
 Obtain permission from customer to remove the affected system from
production
28












Attempt to boot the system using the “last known good configuration”
If applicable, run Dell diagnostics tools on the logical unit suspected to be
causing the problem
If necessary, contact Enterprise Expert Centre to order replacement
hardware
Reload operating system, if necessary. The engineer will also make all
attempts to verify with the client administrator that all required current
configuration information/parameters are readily available for the
technician when reloading the operating system. If this information is not
available, the engineer contacts the Enterprise Expert Centre
Download drivers, BIOS, service packs, patches or any other applicable
files and load them onto the affected system(s). If these drivers, BIOS,
service packs, patches, or applicable files are different versions from the
ones currently used by the customer, this can be done ONLY with the
authorization from Enterprise Expert Centre management
Read and interpret all operating system error logs and correct any error
conditions
Obtain assistance from Enterprise Expert Centre SME’s prior to performing
any activities involving utilities such as DiskProbe, FTEDIT, Partition
Magic, or any other resource kit or third party utilities that have not been
fully tested and/or approved by Dell or Microsoft
Re-apply any service packs or patches that were previously loaded
Demonstrate to the customer that the original symptom has been resolved.
Print current copy of system and application event logs and a Windows NT
diagnostics report and verify that there are no errors or missing services
Begin restoration of current backups if customer needs assistance
Ensure restoration proceeds with no immediate errors. If the restoration
appears to be running error free, the engineer advises the Enterprise
Expert Centre that he/she is leaving so the Enterprise Expert Centre can
monitor the restore to insure successful completion
29
Onsite Engineer
This service provides an onsite engineer during business hours (with on-call
24x7). The onsite engineer performs troubleshooting, repair, and reporting
tasks for the customer. The engineer will be present onsite at the customer
location. If the onsite engineer needs additional troubleshooting support, he
will call directly to the Enterprise Expert Centre for support or access to SME
technicians. The engineer will use the Enterprise Expert Centre to dispatch
parts as needed. The engineer will have skills in operating systems as well as
hardware troubleshooting. Other responsibilities of the Onsite Engineer could
include health checks, monitoring, change management services, testing,
morning outage reporting, uptime reporting and maintaining onsite parts (if
applicable).
Dell will be prepared to provide Onsite engineer services to the customer
within 45 days of the contract being purchased.
Customer Responsibilities
 Provide a broadband connection into network
 Provide technical points-of-contact with a working knowledge of the
customer’s enterprise components and/or solution(s)
 Be responsible for giving parts to the engineer and for any received parts
until they are given to the engineer
 Provide onsite engineer with safe and reasonable access, working space
and facilities, including light, ventilation, electric current and outlets, and
local telephone extensions
 Provide a dial-up analog line in or network access in the work area for
Internet and e-mail access
 Provide any required technical details, approvals, decisions, etc. requested
by onsite engineer with a mutually agreed upon timeframe.
 Inform onsite engineer of all access issues and security measures, and
provide pertinent access to the hardware and software
 Provide all hardware, software, and facilities for the successful completion
of the engagement. The onsite engineer is not responsible for supplying
additional hardware or software for this engagement
Dell Responsibilities
 Dell will ensure that the onsite engineer’s qualifications match the
customer requirements (e.g. MCSE, DCSE, etc) and has experience with
systems included in the customer configuration
Onsite Engineer Deliverables:
 Escalation point for customer’s IT, program management and/or
engineering team. All reported problems and issues must be reported and
properly logged with the Enterprise Expert Centre to ensure proper site
reporting
 Monitor or provide “watch service” for Dell PowerEdge server &
PowerVault storage environment to identify problems that may occur
(monitoring “watch service” will be done during normal business hours)
 Receive and attempt to solve Level 1 and 2 queries with Dell factory
installed or customer installed operating systems and Dell approved
hardware problems at the customer site, as agreed with the customer.
30

Escalate unresolved problem to Dell’s Enterprise Expert Centre and assist
the TAMs and SMEs, if necessary, in resolving the problem
Systems Management:
 Provide overview of Dell’s hardware asset management and/or
OpenManage tools
 Provide assistance with implementation of the above tools
 Educate customer on the capabilities and features of these tools
Change Notification Services:
 Any customer requested modifications to BIOS or patch installation would
be reviewed by the onsite engineer
 The onsite engineer will work with the customer to design implementation
plan if/when change request are to be implemented into the customer’s
environment, and ensure that the TAM is provided with a copy
Reporting:
 The onsite engineer will submit a weekly status report to the TAM
providing input that the TAM may use in report generation. Also, the TAM
will be provided with additional reports such as the following:
o Health Check Summary
o Onsite parts status (if applicable)
31
Customer-Owned Spares Kit
The customer manages the onsite spares for use by an onsite technician (or
their own trained staff). Dell will provide recommendations based on the
customer’s installation and accompany this with custom pricing. The
customer can choose to purchase all parts on the Recommended Spares List
or can choose to purchase a subset of the list based upon the customer’s
individual needs.
The customer is responsible for material quality controls, planning, inventory
management, logistics and holding expenses. Customer-owned parts are
replenished by contacting Dell’s Enterprise Expert Centre. Dell will provide
Next Business Day replenishment of onsite spares.

Replenished parts may be the same or equivalent parts

Parts may be new or refurbished parts in accordance with industry practice

This service is required for customers who do not fall within a 4-hour parts
dispatch radius
Customer Responsibilities:
 Customer will be responsible for inventory ownership, inventory
management, planning; warehousing and security/controls of spares and
will monitor inventory consumption and replenishment.
Dell’s Responsibilities:
 Dell will develop an RSL to be stocked at the customer site commensurate
with the installed base requirements
 Dell provides capability for customer to order required parts. Dell replaces
defective parts according to the underlying replacement agreements for
those parts
 Dell will provide Next Business Day stock replenishment
32
Customer Training Program
Dell’s Customer Training Program includes a range of scheduled and on-site classes.
Courses not in the core offering may be specified and designed by Dell Professional Services
in conjunction with customer requirements.
Customer Responsibilities
Prior to the start of a Statement of Work, the Customer will indicate to Dell in writing, a
person to be the point of contact. All project communications will be addressed to such point
of contact.
 The point-of-contact will:
o
Have the authority to act for Customer in all aspects of the contract;
o
Coordinate with appropriate resources and facilities for training session
o
Provide accurate student count and names five days prior to on-site visit
o
Be customer primary representative and shall have the authority to resolve
conflicting Customer requirements;
o
Obtain and provide project requirements, information, data, decisions and
approvals within three working days of the request, unless both parties agree to a
different response time;
o
Ensure Dell project personnel have reasonable and safe access to the project site
and adequate office space, as required.


The customer will accept the terms of the booking, and comply with any attendance
information and restrictions, and abide by the cancellation policy.
If the course is to be run at the customer’s premises, the customer will provide rooms,
equipment and other facilities as requested by Dell Professional Services. The customer
is responsible for the security of any Dell equipment that is used on the course while it is
on their premises.
Dell Responsibilities
o
Readiness Review (if being done as an on-site class, this is to be done prior to the
start of engagement)
 If needed a conference call with Customer to review personnel attending lecture
session
 Confirmation of workshop objectives, resources, timeline, etc.
 Confirmation of logistics and training facilities

On confirmation of an order from customer to the account manager for technical training,
Dell will provide the customer with necessary course information and joining instructions.
Dell will provide a qualified course presenter and resources to deliver the course.
In the event that the course has to be rescheduled for any reason, Dell will endeavor to
reschedule at a convenient time for the majority of the delegates.


Course material
The following descriptions provide examples of courses to be provided by the Dell Customer
Training Program:
Dell Server Configuration and Management
The Dell Server Configuration and Management Training Course is a three-day, instructorled, hands-on course covering Dell PowerEdge™ Server setup, configuration, systems
management using Dell OpenManage™, and troubleshooting.
This course combines hands-on system teardown labs with hardware architecture and
software maintenance training designed to prepare learners for the Dell Certified Server
Professional exam.
Key Topic Areas:
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Dell Server Components
Dell Racks
Dell Server Setup
Server Connectivity
Server Troubleshooting
Systems Management Basics
Overview of OpenManage Tools
OpenManage Server Administrator
IT Assistant
Managing Clients
Managing Other Devices
Remote Access
Structure and Pricing
This course can be delivered in a Public class in a Dell lab or at the customer site. If at the
customer site, the customer will be responsible for the venue and ensuring it is equipped with
a data projector, and web access to allow access to Dell Support.
If attending a Public class, the charge is £1500 per delegate. If this is set up for delivery at the
customer site, the charge is £6000 for up to 10 delegates.
Implementing Dell Enterprise Storage Solutions
The Implementing Dell Enterprise Storage Solutions (IDESS) training course is designed to
provide IT professionals with the expertise necessary to implement Dell storage into an
existing IT infrastructure. The course is a two-day, instructor-led, hands-on course covering
SAN fundamentals and initial setup, configuration, and management of Dell / EMC storage
arrays, focusing on the Dell / EMC CX200. All CX200, CX400, and CX600 hardware owners
go through this class.
Key Topic Areas:
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SAN Overview
Dell / EMC Storage arrays
SAN Switching
Configuring SAN host Connectivity
Managing SAN Infrastructure
Visual SAN
Structure and Pricing
This course can be delivered in a Public class in a Dell lab or at the customer site. If at the
customer site, the customer will be responsible for the venue and ensuring it is equipped with
a data projector, and web access to allow access to Dell Support.
If attending a Public class, the charge is £1000 per delegate. If this is set up for delivery at the
customer site, the charge is £4000 for up to 10 delegates.
Implementing Data Protection on Dell Storage
The Implementing Data Protection on Dell Storage (IDPDS) training course is
designed to provide IT professionals with the expertise necessary to implement Dell
storage into an existing IT infrastructure. The course is a three-day, instructor-led, handson course covering SAN features like SnapView and MirrorView, SANCopy, Clustering,
and performance management of SAN solutions. All CX400 and CX600 hardware owners
go through this class.
Key Topic Areas:
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Business Continuity and Storage
Analyzer
SAN Clustering
SAN Copy
Using SnapView for Data Replication
Using MirrorView for Disaster Recovery
Structure and Pricing
This course can be delivered in a Public class in a Dell lab or at the customer site. If at the
customer site, the customer will be responsible for the venue and ensuring it is equipped with
a data projector, and web access to allow access to Dell Support.
If attending a Public class, the charge is £1500 per delegate. If this is set up for delivery at the
customer site, the charge is £6000 for up to 10 delegates.
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2-Hour Onsite Response/6-Hour Repair Hardware Maintenance
Dell will endeavor to provide an onsite technician and onsite parts within 2
hours provided a Dell support technician agrees and accepts a system fault
call (after phone-based troubleshooting). The technician stays on-site to
repair the Dell hardware within a targeted time of 6 hours after problem
determination. The Dell 6-hour hardware repair service includes enhanced
processes to repair systems within the 6-hour commitment. The technician
dispatched will be a Level 3 technician with Master DCSE certification.
This service is offered within a limited radius of certain parts stocking
locations.
Service will be provided whilst the system is covered under a valid 2-hour
response/6-hour repair Dell service plan. Dell has a policy of conducting
phone-based or Internet troubleshooting to determine whether onsite service
is required. The response times are estimates and may vary according to part
and engineer availability or the remoteness or accessibility of customer
location
System Cover
 The response times are estimates and may vary according to part and
engineer availability or the remoteness or accessibility of customer location
 Peripherals (e.g. monitor, keyboard) and customer replaceable units may
be delivered by courier for customer installation
 Parts not critical to product function (e.g. hinges, doors, cosmetic features,
frames) may not be serviced within the 2-hour time period
 Parts may be new or refurbished parts in accordance with industry practice
 Service includes restoration of the available operating system as factory
shipped
Items not covered by Dell 2 hour response/6 hour repair service
 Non-Dell peripherals and accessories -these are covered by the
manufacturer or licensor warranty unless otherwise specified
 Customer software applications and data
 Post-installation support on operating systems
 BIOS/Firmware upgrades (see Change Notification service for BIOS and
firmware upgrades)
 Preventative maintenance
 Backup, restoration and transfer of applications and data
In addition to those items specified in Dell’s Terms and Conditions of
Sale, Dell Service does not cover damage caused by:
 Use of components or software not supplied by Dell
 Unsupported changes to configuration
 Relocation or transportation
 Servicing not authorised by Dell
 Usage not in accordance with product instructions
 Failure to perform required preventative maintenance
 Unreasonable or excessive use
 Accidental or malicious damage
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Environmental conditions
Act of God, fire, flood, act of violence or any similar occurrence
Transfer of data or software
Viruses
Dell reserves the right to make an additional charge, in accordance with its
standard scale of charges for any service work or visits undertaken by Dell
and made at the request of the customer that are outside of the scope of the
applicable service plan.
Customers Responsibilities
 Provide Dell with full, safe and prompt access to the products
 Provide a technically competent person with knowledge of the system and
fault to be present throughout the repair
 Ensure the system is in an easily accessible location with adequate space,
health and safety conditions
 Make available to Dell, free of charge, all facilities and services reasonably
required by Dell to enable Dell properly to provide the services
 Provide such telecommunication facilities as are reasonably required by
Dell for the performance of its obligations and for any other testing,
diagnostic and remedial purposes at the customer’s expense
 Keep full security copies of any software and data in accordance with best
computing practice and in any case before requesting services from Dell.
 Be responsible for recovering their own application software after any such
services have been provided
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Dell’s standard Gold Support terms and conditions apply and are available on request or at
http://www.euro.dell.com/countries/uk/enu/lca/services/newservice_topics_description_guide_description_guide.htm
Service specifications are valid in the EMEA region only as specified herein and subject to change without notice.
This document has been prepared as a description guide of Dell’s Gold Support offerings only. Neither Dell nor its
affiliates assume any responsibility for inaccuracies, errors or omissions that may be contained herein. In no event
will Dell or its affiliates be liable for direct, indirect, special, incidental, or consequential damages resulting from any
defect or omission in this document, even if advised of the possibility of such damages. Dell reserves the right to
make improvements or changes to this document and the products and services described at any time, without notice
or obligation.
© 2002 Dell Computer Corporation. All rights reserved.
Dell, the Dell logo, PowerEdge, PowerApp, PowerVault,
PowerConnect, PowerSuites and Dell OpenManage are trademarks of Dell. Microsoft, Windows, Windows 2000,
Windows 2000 Advanced Server, Windows 2000 Datacenter, Windows NT, Windows NT Server are registered
trademarks of Microsoft Corporation. EMC is a registered trademark of EMC Corporation. Novell and Netware are
registered trademarks of Novell Inc. Red Hat and Linux are registered trademarks of Red Hat Inc. Oracle is the
registered trademark of Oracle Corporation. Other trademarks and trade names may be used in this document to
refer to either the entities claiming the marks and names or their products. Dell disclaims any proprietary interest in
trademarks and trade names other than its own.
Reproduction in any manner whatsoever without the written permission of Dell Computer Corporation is strictly
forbidden.
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