Dell
Education Services
Training Services Service Description
For packaged Dell Customer training on site and classroom delivery instructor-led training
This Service Description (SD) describes the instructor-led, packaged, classroom and on-site delivery training
course(s), services and course materials (“Dell Training Services”) to be delivered by the Dell Education Services
group of Dell Products (“Dell”) and you the “Customer”.
Terms & Conditions Overview
This SD is made between the Customer and the Dell entity identified on Customer’s invoice (“Dell”). By
purchasing these Services (as defined herein) from Dell, the Customer agrees to be bound by all terms and
conditions set forth in this document. The Customer agrees that renewing, modifying, extending or continuing to
utilize the Services beyond the initial term is subject to the then-current Service Description available for review at
http://euro.dell.com/service-descriptions.
Master Services Agreements. Dell is pleased to provide this SD in connection with the Customer’s separate
signed master services agreement with Dell or, in the absence of such agreement, the following agreement is
incorporated in its entirety by reference:

Direct Customers & End Users: Dell’s Customer Master Services Agreement (“CMSA”) available for
review at http://euro.dell.com/service-descriptions ; or
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PartnerDirect Registered and Certified Partners, Service Providers and Resellers: Dell’s Terms and
Conditions of Sale for Persons or Entities Purchasing to Resell available for review at
www.euro.dell.com .
Dell Services Acceptable Use Policy. All Customer use of software, online services, or software-enabled services
in connection with the Services is pursuant to the terms of the Dell Services Acceptable Use Policy (“AUP”), which
is available for review at www.dell.com/AUP and incorporated in its entirety herein by reference. PartnerDirect
Certified Partners or Registrants, resellers and service providers are responsible for ensuring that their end-user
customers assent to be bound by the terms and conditions of the AUP or substantially similar terms that are at
least as protective as those set forth in the AUP prior to use of the Services by end-users.
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1. Course Objectives and description of service –Detailed in Appendix 1
2. Course Materials
Dell will provide the following training materials, which may consist of course documentation, guidelines,
instructional materials such as workbooks, manuals or audio materials, or computer-based training. All
training materials provided by Dell in any form, whether printed or electronic, are the copyrighted works of
the original content provider. Training materials are for the sole use of the participant enrolled in the training
course, and may not be used by any other person, reproduced, distributed or modified without Dell’s express
written permission.
3. Project Duration and Scheduling
Dell Training Services delivery will be scheduled within three weeks of Dell’s receipt of a purchase order and
the accompanying payment method, unless otherwise agreed upon in writing by the Customer and Dell. The
specific dates for conducting the Dell Training Services will be agreed upon by the Customer and Dell. The
Customer-site training will be conducted during normal business hours (Monday through Friday, between
9 a.m. and 5:30 p.m. (local Customer time), unless otherwise agreed upon in advance and documented in a
separate statement of work signed by the parties. All training engagements must be scheduled at least fifteen
business days in advance of the requested training date; otherwise, additional expense charges may be
incurred and billed to the Customer. Any requested changes must be documented in a change request form
signed by the Customer and by Dell.
Cancellation and Reschedule Policy
Unless otherwise agreed in writing by Dell, all Dell Training Services will begin on the agreed scheduled date.
Should the Customer request to reschedule Dell Training Services, Dell reserves the right to charge the Customer
according to the following scale, a percentage of the agreed fee for the rescheduled Dell Training Services:
Confirmed Course Booking with
Agreed Dates:
Rescheduling of Course
15-11 Working Days Before Course
Commencement
25%
10-6 Working Days before Course
Commencement
50%
5-0 Working Days Before Course
Commencement
100%
Working days are defined as normal business days, Monday – Friday excluding public holidays in the jurisdiction in
which the training is to be provided.
Should Dell cancel any scheduled Dell Training Services, Dell will use reasonable efforts to give to the
Customer advance notice of cancellation and will endeavor to reschedule as agreed between Dell and the
Customer. If the Dell Training Services are cancelled for reasons within Dell’s control, and cannot reasonably
be rescheduled, Dell will refund the Customer’s associated pre-paid training fees. The refund will be the
Customer’s only recourse in the event of Dell’s cancellation.
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4. Change Management
The Change Control Process governs changes to the contracted Dell Training Services. The purpose of such
process is to standardize and optimize the Dell Training Services content and schedule. The process will apply
to new Dell Training Services components as well as to alterations or enhancements of existing packaged Dell
training services components.
5. Personnel Skills & Qualifications
Dell will, at its sole discretion, determine the number of instructors and the appropriate skill sets necessary to
conduct the Packaged Dell training services. The Customer should understand Dell resources for the provision
of the Services may be an employee or consultant of DELL and/or a DELL Services Provider.
Example Instructor qualifications are provided in Appendix 2.
6. Responsibilities
Both Customer and Dell are responsible for the successful execution of this engagement. As such, both
parties have been assigned responsibilities as described below:
Dell Responsibilities
Dell will perform the Dell Training Services as described in this SD and its attachments, according to generally
recognized commercial practices and standards.
Readiness Review - prior to delivery of packaged training service(s)
If needed, Dell or its service partner representative will schedule a conference call with Customer’s pointof-contact to review:
o
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personnel attending training session
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Confirm training objectives, resources, timeline, etc.
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Confirm logistics and training facilities
On-Site & Classroom based training
Dell or its designated service delivery partner will deliver the Dell Training Services described herein,
subject to the following conditions:
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Dell, or its designated service delivery partner in its sole judgment, may refuse admission to, or expel
from, a course, any individual whom it considers to be a safety or security risk to the instructor, other
participants or the facility. Dell will not refund training fees paid on behalf of such participant.
Dell or its designated service delivery partner shall not be liable to the Customer for any interruptions
or delays in receiving or transmitting data in connection with any on-line elements of the Dell Training
Services.
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Customer Responsibilities
Prior to the start of this SD, the Customer will if necessary 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:
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Have the authority to act for the Customer in all aspects of the project.
Coordinate with appropriate resources and book facilities for the training session.
Provide accurate participant count and names five days prior to on-site visit.
Be the Customer’s primary representative and have the authority to resolve conflicting Customer
requirements.
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.
If required ensure Dell or its service partner instructors have reasonable and safe access to the
training facility, parking, telephone and Internet connectivity, and adequate workspace, as required.
7. Sample Classroom Configuration and simulation notification –Detailed in Appendix 3
8. Pricing
The price for the Dell Training Services described in this SD is a fixed price fee as communicated in your Dell
Quotation with time not to exceed the days of Dell instructor time as stated in Appendix 1 “Course Objective
days”. The instructor(s)’ reasonable domestic travel and expenses are included in the fixed price. The
Customer is responsible for all reasonable international travel and expenses, if applicable. Any taxes related to
the Dell Training Services procured under this SD will be paid by the Customer or the Customer will present
Dell an exemption certificate acceptable to the taxing authorities. Applicable taxes will be listed as a separate
item on the order or credit card confirmation.
Work may not be scheduled or commenced until the Customer’s payment method (purchase order or credit
card) is received by Dell.
NOTE: Customer’s payment method should be for the entire amount of the services fee.
For questions please contact your Dell account manager or email: emea_training@dell.com
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Appendix 1: Description of Services and course objectives
Dell course descriptions are located at http://dell.training.com and describe the Dell Training Services to be
provided against each specific course in addition to the course objectives.
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Appendix 2: Instructor qualification
Dell Product Courses
Instructors hold many years of experience working with the product types that they are training, in addition to
having successfully completed the appropriate “product trainer” training course and where applicable, the
relevant certification(s) associated with the product.
VMware Courses
Dell is a VMware global certified training provider. As such, our VMware instructors hold the appropriate
qualifications and certifications as required by VMware.
Microsoft Official Curriculum
All Microsoft courses are provided at or through a Microsoft certified training location. As such, our Microsoft
instructors hold the appropriate qualifications and certifications as required by Microsoft.
Professional Development
Professional development courses such as ITIL and Prince2 are delivered by instructors holding a wealth of
experience in the relevant topic areas as well as the qualifications and certifications required by the training
content provider.
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Appendix 3: Classroom Setup (On-site courses) Simulation Notification
Dell Client Hardware Courses
Customer is required to provide sufficient numbers of client PC’s (desktops and notebooks) as to provide one
training system per two students. Customer is responsible for ensuring that the range of systems made available
for the training course reflect the model types for which Dell Training Services are required.
Dell PowerEdge Hardware Courses
Customer is required to provide sufficient numbers of PowerEdge servers to enable at least one PowerEdge server
per two training delegates.
Dell OpenManage
Customer is required to provide at least one Dell PowerEdge server configured with an appropriate “Dell Remote
Assistance Card” (DRAC card) and Dell OpenManage software installed. Additionally, at least one Dell desktop PC
per two training delegates, each installed and configured with the Dell OpenManage client software.
Dell SAN Courses
Customer is required to provide client PC’s (desktops or notebooks) to enable at least one PC per student. For onsite courses, Dell will run a SAN simulator on the student’s client PC.
VMware Courses
Customer will be notified at the time of booking, of specific on-site class requirements.
All On-Site Courses
Customer is required to provide a suitable training room, capable of holding the instructor, all scheduled students
and all required equipment . The training room to be equipped with a projector and white board as well as
heating and/or cooling as necessary.
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Appendix 4: OEM Vendor Courseware service description
Dell course descriptions are located at http://dell.training.com and describe the Dell Training Services to be
provided against each specific course in addition to the course objectives.
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