The Global Asset Management (GAM) organization is a unification of Asset and Entitlement data correction teams that include Global Tag Team, Install Base Group, High End Storage Entitlements, and Install Base Admin. The GAM delivery teams handle asset and entitlement data corrections within the Services Data Repository (SDR).
Note: Only Dell Internal Agents and Services Deployment Channel Partners should contact GAM.
Services Lightning Case
The Services Lightning case is used:
- In non-real time support situations and multiple asset (more than 5) data corrections.
- For after-hours submissions and non-urgent issues. Note: Non-urgent is when you can support the customer without immediate corrections. Immediate corrections are not necessary usually, if customer has current entitlements.
- To provide support according to the outlined Service Level for the issue type selected.
- To open a case, see the following:
- Engaging GAM using case for Services Lightning users (Technical Support agents who actively work on cases in Services Lightning).
- Engaging GAM using case for Non-services Lightning users
Services Lightning Chat
The Services Lightning chat is used:
- In real-time support situations and multiple asset (less than five) data corrections.
- For urgent customer-facing support scenarios.
- To open a case, see the following:
- Engaging GAM using chat for Services Lightning users (Technical Support agents who actively work cases in Services Lightning)
- Engaging GAM using chat for Non-services Lightning users
HES Specialty Phone Support
HES specialty phone support:
- Is used in real-time HES deployment support situations only.
- Is available 24 hours, 5 days a week, Monday - Friday 7 AM EST to 11 PM CST, toll-free at (866) 436-2411.