The following figure provides a comparison of the ProSupport and ProSupport Plus services.
Service | ProSupport | ProSupport Plus |
Remote technical support | 24x7 | 24x7 |
Onsite support | Next Business Day or Mission Critical | 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.