Dell ProSupport:
Networking support
capabilities update
Sales training
Training objectives
The purpose of this training is to provide an overview of the
networking support capabilities and structure within the Dell
ProSupport model.
Additionally, this will align the scope of Dell ProSupport to industry
leaders for networking support.
By the end of this training session, you should walk away knowing you
can:
• Discuss networking support needs, and why Dell
• Understand ProSupport for the networking environment and distinguish its
differences with competitors
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Dell - Internal Use - Confidential
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Dell Support Services
Support Services portfolio
Networking support
Hardware Support
Basic Service
Dell ProSupport
Multivendor Hardware Support
Mission Critical
Specialized Onsite Services
Software Support
Dell ProSupport
Software subscription offers and
support
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Protection Services
Accidental Damage
Extended Battery Service
Keep Your Hard Drive
Certified Data Destruction
Hard Drive Data Recovery
Advisory Services
IT Advisory Services
Remote Advisory Services
Proactive Maintenance
Dell Support Services
Dell ProSupport - Networking support
Expert support to help
manage the complexities
of integrating new
networking technology
into your customers’
environment.
Beyond break-fix
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• Single Point-of-Contact for support
• Direct access to expert phone support available
24x7
• Configuration assistance and performance
troubleshooting
• Software updates and patches for select titles
• Management and monitoring via the Global
Command Center
Leverage our global
scale and skill
Shift downtime into
uptime
Dell Support Services
Networking support
Features at-a-glance
Networking
support is:
ProSupport is
enhanced with
additional
networking
capabilities
Networking
support is not:
These items are
NOT included, nor
in the scope of
traditional
ProSupport
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Power on device and management of IP Address
Installation and activation of licenses
Configuration Problem Assistance including explanation of networking
features, troubleshooting configuration issues; answer syntax questions
Best Practice Recommendations as defined by Dell/Industry
Troubleshoot and diagnose performance degradation based on
documented specs
Best effort interoperability with non-Dell specific devices
Customer training
Initial installation, implementation and/or design
Network & feature design and approval
Performance tuning, system optimization, feature implementation or
other similar services
Proof of Concept or Consulting
Software recommendations
CLI scripting
Tuning
Troubleshooting dropped packets on non-Dell equipment
Security policy or design recommendations, intrusion protection, ACL
configuration
Dell Support Services
Networking support
Competitive coverage overview (Gartner / IDC Analysts)
Features, per device
Dell ProSupport
Cisco SmartNet
HP – Support Plus 24
7x24x365 Hardware and Software Support
L1/L2 Support
Onsite Part Replacement
Software updates / patches
L3 Support
Configuration Problem Assistance /
Performance Troubleshooting
Installation / Deployment Services *
Implementation / Step by Step Services *
* Cisco leverages its channel to deliver these features; thus,
there is probably a perception this is included as part of
SmartNet, when in reality these are bundled by the channel
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Delivered by
OEM
Delivered by
Channel /Partner
Not covered by
Support contract
Dell Support Services
Networking support
Global technical support footprint
Limerick, Ireland
Kawasaki, Japan
Round Rock, TX
Xiamen, China
Penang, Malaysia
5 ProSupport Global Command Centers
Managing 160+
product, system and
solution engineers and
consultants.
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Managing 3K+ quarterly
networking cases, with
over 90% CE in most
countries.
Dell - Internal Use - Confidential
Confidential
Monitoring 14 regional
call centers, 4 domain
expert centers, and 5
product expert centers.
Over 600K Network
ASUs, with direct
support in 102
countries.
Dell Support Services
Networking support
Advanced training
Engineering
Certificates
(Cisco, Aruba, Juniper,
Brocade, SonicWall)
Past
FY13
FY14
50+
547
1000+
0
4
8
3
8
10+
Architect Certificates
(CCIE + JNCIE)
Supported O/S
Advancement
Training
Annual Training
(NPI/Vitality)
1 wk
1 wk
10 wk
2 wk
12 wk
3 wk
Q4FY12 Advancements
Advanced Broadcom training
Advanced Aruba wireless
training
66 new global networking
certifications
GSS lab expansion for
Networking
(Brocade,
Juniper, Aruba, Force 10,
and PowerConnect)
*Dell only, Force10 not included
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Dell Support Services
Networking support
Frequently Asked Questions
Dell ProSupport networking support FAQs
How did we determine what to include for configuration assistance as part of the ProSupport contract?
We determined the scope based on information that we have had with networking experts from Gartner and IDC. We
compared the scope above to what our competitors, such as Cisco, Juniper, and HP, do as part of their support
contract. We also received input from our Force 10 team.
What if a customer wants Dell to install the device or walk them through an implementation of a feature across their
environment?
Installation, Deployment and Implementation services are not part of a support contract due to complexity and the time
it takes to do it correctly. Dell has Remote Installation Services (RIS), Onsite Deployment and Remote Advisory Services
(RAS) for those customers that have this need. Also, we have found from our conversations with analysts that Cisco does
not include this as part of SmartNet; they would advise the customer to reach out to their resellers to get complete.
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Dell Support Services
Thank you
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