Dell Services
Service Description: Dell Preventive Maintenance
Service Provider. Dell Canada Inc. (―Dell‖), 155 Gordon Baker Road, North York, ON M2H 3N5.
Terms and Conditions. Dell is pleased to provide these Services in accordance with this Services
Description and Dell's standard terms and conditions of sale at www.dell.ca/terms which may be
superseded by your applicable separate signed agreement with Dell (if any).
Dell Preventive Maintenance offers the preventive maintenance services below (the ―Services‖) on
specific hardware and software products to customers that have purchased a Dell supported system.
General Areas of Support
Description of Support
Create System Restore point
Create a known good restore point to roll back to –
in case of unforeseen/undesirable system changes.
Prior to performing any preventive maintenance
tasks, ensure that System Restore is enabled.
(Exact steps may vary as per OS)
Create a Restore Point. (Exact steps may vary as
per OS)
Back up data to local or external hard drive – DSO
used if customer has account
Educate the customer how to back up data to an
external Hard Drive / flash drive or burn a DVD.
Demonstrate this procedure for a few files/folders
and have the customer do the same for the entire
data.
In case the customer is using Data Safe Online,
have the customer log into the DSO client & back
up the data.
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General Areas of Support
Description of Support
PC Tune up & Windows Live update
―PC Tune up‖ here refers to activities aimed at
optimizing system performance. It does not refer to
the Dell PC Tune-up software. Some of these
activities include:Using the windows System Configuration Utility
(msconfig) to disable unwanted start-up items &
services, which might potentially slow down the
system.
Clean up Temporary files, cookies, browsing
history, Recently typed URLs, Index.dat, thumbnail
cache, memory dumps, chkdsk fragments,
windows log files & other temporary items – using a
utility like CCleaner.
Antivirus Update + Full Scan – Customer needs to
own active AV software
Check if the customer has an Active Antivirus
software installed on the system
If so, update the Virus Definitions & run a full scan
of the system.
If not, educate the customer about the importance
of having an Antivirus package (Total Solutions
opportunity).
If customer agrees, place an order for the same.
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General Areas of Support
Description of Support
Operating system error fixes
If the customer’s system shows strong signs of
Malware
infection
(as
described
in
http://support.microsoft.com/kb/129972) and the
customer does not have a licensed copy of
Antivirus software, recommend usage to 3rd party
freeware tools for Malware removal.
Firstly, set clear expectations that these are 3rd
party tools. Dell does not guarantee their
effectiveness or success in a Malware infection
scenario. Any support on these tools will be
considered as ―best effort support‖.
Further, set clear expectations that if these tools fail
to remove the infection or if the infection re-occurs,
customer would have to format the hard drive &
reinstall the operating system (which could involve
data loss).
Under any circumstances, the RE (Resoloution
Expert) will not click on the ―I agree‖ option or any
other EULA (End User Licensing Agreements)
dialog boxes on the screen.
The customer will have to personally accept any
license agreements, thereby acknowledging that
the usage of 3rd party (freeware) tools as per their
own discretion.
With these expectations set, first download & run a
Rootkit Removal Tool (GMER Rootkit removal tool)
As per the specific infection scenario, download
other freeware tools such Malwarebytes, Super
AntiSpyware, Trojan Remover, Hijackthis etc.
.
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General Areas of Support
Description of Support
Operating system error fixes
Check the Event Viewer for any error logs
Run the Windows System File Checker Utility (SFC
/Scannow) to resolve Operating system corruption
issues
In case of intermittent Bluescreen errors analyze
the Crash dumps (mini dump files) to determine the
root cause.
In case of Windows XP, run the ―Dial-a-fix‖ utility to
reset corrupted windows components to their
defaults.
Dell Installed application Error fixes
Uninstall / Reinstall the problematic application
Check DSN / KCS for any known issues
Update the application & check for any patches
(wherever applicable)
Enable Firewall
If the customer is using a standard Dell OEM or
retail Antivirus package, such as Norton Internet
Security or McAfee Security Center, look for the
option to turn on the Firewall available with these
software.
Else, ensure that the Windows Firewall is active.
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General Areas of Support
Description of Support
Clean startup items
Using the windows System Configuration Utility
(msconfig) to disable unwanted start-up items &
services, which might potentially slow down the
system.
Examine the ―RUN‖ & RUN Once‖ keys of the
registry to ensure that no malicious/suspected
processes are starting up on booting. Note – Any
deletion/modification of registry entries requires L2
approval and should be done only after backing up
the registry first.
Disk Defragmentation
If using a utility such as Webroot System Analyzer,
run defrag if recommended by the tool.
Else, on if the customer is running Windows 7, the
operating system itself displays the Hard Drive
fragmentation percentage. Based on this, run the
Windows Defragmentation utility
Run Diagnostics (PSA / PSA +)
Run hardware diagnostics as appropriate for the
system model
Power button for portables, through the F12 boot
menu for desktops)
Older desk
(either by booting to the Resource CD or using the
F12 boot menu)
-90 diagnostic on the
hard drive
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General Areas of Support
Description of Support
Critical Updates – Firmware / Bios / Driver
Check to ensure that the customer has the latest
BIOS, video, audio, network & Wireless drivers.
Update to the latest version if required
Registry Tweaks for Performance Enhancement
Optimize the Windows Registry for better
performance by removing traces of currently
unused registry keys. (This can be done using the
CCleaner Utility which removes unused entries
such as —Missing Shared DLLs, Unused File
Extensions, ActiveX & Class Issues, Type
Libraries, Applications, Fonts, Application Paths,
Help Files, Installer, Obsolete Software, Run At
Startup, Start Menu Ordering, MUI Cache).
Hardware Troubleshooting & Replacement – (
Replacement subject to customer having active
hardware Warranty)
If the customer reports a hardware problem during
a scheduled Maintenance call, the DPMC RE will
―handle in place‖. The call will not be transferred
back to the Core Queue.
If the customer is under warranty & the issue
requires a part dispatch, this will be handled by the
DPMC RE. The DPMC RE will own the case till
closure.
Review Error Logs – Using Windows Event View
and Solution Center & fix errors
Check the Event Viewer for any error logs
In case of intermittent Bluescreen errors analyze
the Crash dumps (mini dump files) to determine the
root cause
*To view a list of all supported products and issues covered by Dell Preventive Maintenance (the ―Supported
Products‖), see www.solutionstation.com or call [1-800-847-4096]. Please note that Supported Products may
change at any time without notice to Customers.
Dell Preventive Maintenance DOES NOT INCLUDE:
For hardware support including but not limited to labour and/or parts replacement for Dell branded or non-Dell
branded hardware or peripherals. Please see Dell’s Limited Warranty Statement and the applicable service contract
identified on your invoice at dell.ca/servicecontracts.

On-Site or At-Home Services.
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
Support when compatibility of the system to the software is in question or configuration is invalid.

Service is limited to the service tag on which contract was sold

Contract not transferable

Part replacement not covered for systems not under hardware warranty

Dell not responsible for data loss / corruption

3rd party hardware troubleshooting / replacement will not be covered

Providing software upgrades or new software releases.

Support for Supported Products located outside of Canada.

Support for versions of Supported Products older than the current version (support on older versions is on a
commercially reasonable basis).

Support for freeware or shareware.

Remote or on-site training services.

Scripting, programming, database design or web development.

Product keys for activation.

Recovery of lost data or software.

Support arising from accidental or intentional damage.

Any activities not expressly described in this Service Description.
Additional exclusions may be applicable as determined by Dell from time to time and will be posted at www.dell.ca
1.
Support Procedures
Receiving Support. Dell and Customer will pre-arrange for a Dell technician to call the Customer. Where Customer
has selected the Service, Dell will initiate a ―welcome call‖ and will call Customer to schedule preventive
maintenance calls. If Customer is not available, Dell will auto schedule the first maintenance in 30 days and will
further attempt to contact the customer by email..
If you purchase the annual service option, Customer may be eligible to also contact Dell for support issues and
should call [1-800-847-4096] to receive support. A Dell technician will ask for Customer’s order number, relevant
hardware and software brands, and model or version numbers. To receive Services, Customer must confirm that
customer (a) has full access to the hardware and/or software that is the basis of the problem, and (b) has completed
a back-up of any software or data that may be impacted by the Supported Product.
Service Availability. Dell will use commercially reasonable efforts to keep support available 7 days a week, 10 a.m.
to 10 p.m. EST.
Order Number. Customer must maintain the confidentiality of the order number provided by Dell in connection with
these Services. Dell is not responsible for unauthorized use of a customer’s contract or order number.
Dell Services
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Spyware/Virus Removal. Customer acknowledges that alteration or removal of some spyware and virus programs
may impair the performance of certain programs. In addition, altering or removing such programs may be restricted
by certain software licenses. It is Customer’s responsibility to examine such licenses and to ensure that the
procedures performed as part of these Services will not affect these licenses, or, if they do, that the effect on such
licenses or system performance is acceptable to Customer. Customer further acknowledges that these Services
cannot guarantee that additional spyware and viruses will not return to or appear on a customer’s system after
Services have been rendered.
Copying of Files. Dell is not permitted by law to copy pirated or copyrighted materials. Customer acknowledges that
Customer owns the copyright or has a license to make copies to all of the files on their system and that Customer
does not have any files on their system which would cause Dell to be liable for copyright infringement if those files
were copied by Dell as part of the Services, including but not limited to, music files, motion picture files or
photographic files that are subject to copyright restrictions. Customer accepts responsibility for, and agrees to
indemnify and hold Dell harmless from, any and all liability, damages, claims or proceedings arising out of Customer’s
failure to remove any such files from their system prior to calling Dell for Services.
Complete a backup of all existing data and programs on affected Systems
It is solely Customer’s responsibility to complete a backup of all existing data, software, and programs on affected
Systems before receiving Services (including telephone support). As per the Limitation of Liability section below,
DELL IS NOT RESPONSIBLE FOR LOSS OF OR RECOVERY OF DATA, PROGRAMS OR LOSS OF USE OF
SYSTEM(S) OR NETWORK(S). Customer understands and agrees that under no circumstances will Dell be
responsible for any loss of software, programs or data – even if technicians have attempted to assist Customer with
their backup, recovery, or similar services. Any such assistance is beyond the scope of any Dell warranty and this
Service Description; this assistance is provided in Dell’s sole discretion and without any guarantee or warranty of any
kind. Neither does Dell provide any guarantee or warranty of any kind with respect to any third party product that a
technician may use in assisting customer.
Limited Liability. NEITHER PARTY WILL BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL OR
CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE SERVICES OR THIS
AGREEMENT EVEN IF A PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. EXCEPT
FOR CLAIMS THAT THE SERVICES CAUSED BODILY INJURY (INCLUDING DEATH), CUSTOMER’S SOLE AND
EXCLUSIVE REMEDY AND DELL’S ENTIRE, COLLECTIVE LIABILITY IN CONTRACT, TORT, OR OTHERWISE,
UNDER THIS SERVICE DESCRIPTION IS THE REPAIR OF THE DEFECTIVE SYSTEM OR COMPONENTS IN
ACCORDANCE WITH THIS SERVICE DESCRIPTION. THE FOREGOING LIMITATIONS APPLY REGARDLESS
OF THE CAUSES OR CIRCUMSTANCES GIVING RISE TO SUCH LIABILITY, EVEN IF SUCH LIABILITY IS
BASED ON NEGLIGENCE OR OTHER TORTS OR BREACH OF CONTRACT INCLUDING, WITHOUT
LIMITATION, FUNDAMENTAL BREACH OR BREACH OF A FUNDAMENTAL TERM. CUSTOMER
UNDERSTANDS AND AGREES THAT DELL IS NOT LIABLE FOR LOSS, DAMAGE OR RECOVERY OF DATA OR
PROGRAMS, OR LOSS OF USE OF ANY COMPUTER SYSTEM(S) OR NETWORK(S).
2.
Important Additional Information
Packages and Term. Dell Preventive Maintenance can be purchased on a semi annual offering (offers two
outbound maintenance calls over six months from date of order), or an annual offering (offering three outbound
maintenance calls over one year from date of order and flexibility of inbound contact as and when required).
[NOTE: Further details of the following is required] Customer can upgrade from Tier 2 & Tier 3 Solution Station
incident. Customer who purchase single incident Solution Station contract, can upgrade to DPMC annual contract
within 72hrs, by paying the upgrade amount
Refunds. Any refund amount is subject to reduction based on a deduction for services rendered calculated by Dell
on a pro-rated basis. The value of services rendered is based on the average retail price of single incidents offered by
Dell Preventive Maintenance Service.
Dell Services
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Cancellation. Dell, at its discretion, may terminate Services with 30 days notice to Customer, in which case,
Customer will be entitled to a refund determined by Dell on a pro-rated basis taking into account a deduction for
services rendered. Dell reserves the right to immediately suspend or terminate Services if Dell, in its sole discretion,
determines that Services are being misused or abused and/or Customer has not complied with the terms and
conditions of this Service Description.
Not Transferable. The Services are not transferable. Customer may not use the Services in connection with a
service bureau or any other distributing or sharing arrangement, on behalf of any third parties or with respect to any
hardware or software not personally owned by the Customer.
Payment. Customers must provide a valid payment method to complete purchase of Service under this Service
Description. For Customers purchasing the month-to-month unlimited usage package, billing will occur on a monthly
recurring basis pursuant to the Billing Agreement.
Claims of Confidentiality or Proprietary Rights. Customer agrees that any information or data disclosed or sent to
Dell, over the telephone, electronically or otherwise, is not confidential or proprietary to customer.
No Warranties. CUSTOMER ACKNOWLEDGES AND AGREES THAT GIVEN THE NATURE OF THE SERVICES,
THE SERVICES ARE PROVIDED ―AS IS‖ AND DELL MAKES NO WARRANTIES REGARDING THE SERVICES
OR THE RESULTS OF THE SERVICES. DELL DOES NOT WARRANT THIRD PARTY PRODUCTS. DELL IS NOT
LIABLE FOR ANY FAILURE OR DELAY IN PERFORMANCE DUE TO ANY CAUSE BEYOND ITS CONTROL.
Third-party software and peripheral products are covered by the warranties provided by the original manufacturer or
the seller of the product. Third party warranties may vary from product to product. Customer should consult the
applicable product documentation for specific warranty information.
Commercially Reasonable Limits to Scope of Service. In the course of providing the Services, Dell may
determine that the issue is beyond the scope of the Services. Dell may use commercially reasonable efforts to refer
Customer to the appropriate alternative resource; however, Dell will not transfer Customer directly to an alternate
resource. Customer acknowledges that despite Dell’s efforts, Dell may not be able to resolve customer’s issue and in
the event of same, customer’s sole recourse is to request a refund from Dell for the unresolved incident subject to a
reduction based on services rendered.
Dell Services
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