The following figure provides a comparison of the ProSupport and ProSupport Plus services.
|Remote technical support||24x7||24x7|
|Onsite support|| |
Next Business Day
or Mission Critical
|Automated issue detection and case creation||Yes||Yes|
|Self-service case initiation and management||Yes||Yes|
|Hypervisor, operating environment software, and operating system support||Yes||Yes|
|Priority access to specialized support experts||Yes|
|Designated service account management expert||Yes|
|Periodic assessments and recommendations||Yes|
|Monthly contract renewal and support history reporting||Yes|
|Systems maintenance guidance||Semi-annual|
ProSupport Plus provides the following benefits:
- Better system performance and health—Dell Technologies experts and tools help you avoid problems that are associated with incompatible hardware, software, and BIOS and firmware versions.
- Collaboration—Dell Technologies and your Technology Service Manager work with you during the entire process, from data collection through delivery and perform the analysis for you.
- Automation—SupportAssist Enterprise and the Dell Technologies alerting and monitoring system provide proactive, automated issue detection, notification, case creation, and reporting that reduces the systems maintenance data-collection effort.
The solution includes standard next-business-day parts replacement, which can be updated to four-hour replacement in many service areas.