Customers have a choice of support and maintenance options that can align to their business model as shown in Figure 27.
Customers that purchase all components from Dell EMC get a single vendor support experience from Dell EMC. For VMware Cloud Foundation software, Dell EMC provides the initial support levels and coordinates advanced level support from VMware. Similarly, for Dell supplied APC Racks, Dell EMC provides the initial support and engages advanced support from APC.
Exclusively for VCF on VxRail, Dell Technologies offers single source of support for VCF software on both ProSupport and ProSupport Plus even if customer brings their own VCF licenses.
Additionally, remote system software code upgrades performed by Dell EMC are included in both ProSupport and ProSupport plus.
Even though customers can choose to do their own VCF system software code upgrades, they also have the option to have code upgrades performed by the Dell Technologies Remote Proactive Team as long as they have an active ProSupport Suite for VCF on VxRail contract (ProSupport, ProSupport Plus or ProSupport One – Next Business Day or 4 hour Mission Critical). This simplifies their overall full stack support experience.
Customers purchasing Network Switches or Rack/PDUs from third parties, will get support for those components from the third-party vendor.
Dell EMC ProSupport Plus offers a single source with the expertise, know-how and capabilities to deliver world-class support.
ProSupport Plus offers highly trained experts around the clock and around the globe to address IT needs, minimize disruptions and maintain a high level of productivity. With over 55,000 Dell EMC and partner professionals across 165 countries speaking more than 55 languages, Dell enables businesses to:
Single source, 24x7 global support is provided for VxRail appliance hardware and software (including VMware Cloud Foundation software) via phone, chat, or instant message. Support also includes access to online support tools and documentation, rapid on-site parts delivery and replacement, access to new software versions, assistance with operating environment updates, and remote monitoring, diagnostics and repair with Dell EMC Secure Remote Services (SRS).
Dell EMC’s 12 Centers of Excellence and Joint Solution Centers deliver in-house collaboration and industry-leading levels of support, leveraging Dell EMC’s alliances with leading application providers such as Oracle and Microsoft. Dell EMC’s 87 technical support sites are comprised of 71 Dell Tech Support Sites and 16 Dell EMC Customer Service Centers.