The Dell EMC Support tab is visible in vCenter with the VxRail Manager HTML5 vCenter plugin. The Support tab provides access to Dell EMC Services and Support information such as Dell EMC Software Remote Services (SRS) configuration information, along with online chat support service request administration capabilities. The Support tab also provides links to VxRail Community pages for Dell EMC Knowledgebase articles and user forums for FAQ content and VxRail best practices. Figure 25 shows an example of the support view.
Today’s data centers are rapidly modernizing in technology, processes and workflows. With this continuous evolution, unplanned interruptions to data and applications can greatly hinder business outcomes. Many of these unexpected problems caused by issues such as failing drives or outdated code levels could have easily been avoided if they were detected earlier. As a foundational element of the Dell EMC Modern Customer Service Experience, Dell EMC Secure Remote Services (SRS) detects potential issues and proactively resolves them before there is any business impact.
For VMware Cloud Foundation on VxRail, the SRS extension:
SRS is a highly secure remote connection between Dell EMC products, inclusive of VxRail, and Dell EMC Customer Support that helps avoid and resolve issues faster. SRS is completely virtual and offers flexibility for enterprise environments of any size. Available at no additional cost with an active ProSupport Enterprise or warranty contract, SRS unlocks a wide range of benefits and services, including:
The SRS lifeline is a heartbeat that pulses outbound in 30-second intervals from the SRS gateway to Dell EMC Customer Service, providing Dell EMC with connectivity status as well as the status of each product. The heartbeat ensures continuous monitoring, notification, and, if necessary, proactive remote troubleshooting to ensure high availability of Dell EMC products.
The security of customer data is Dell EMC’s top priority. From collection to transport to storage, SRS employs multiple security layers throughout each step in the remote connectivity process to ensure that both customers and Dell EMC can use the solution with confidence:
Note: the trusted and secure SRS secure remote connection is leveraged to support data transfer for other VxRail services such as the SaaS multi-cluster management.
Once a customer registers a VMware Cloud Foundation on VxRail platform for a Dell EMC support account, it provides access to Dell EMC support account eServices features including:
Native VxRail integration with Dell EMC backend support services are built into vCenter through the VxRail Manager vCenter plugin.
Dell EMC Services must be used to successfully install VxRail and the VMware Cloud Foundation software platform. Dell EMC networking hardware installation and multi-site or stretched cluster configuration initial installation are also optionally available services. Any day 2 customization work (for example NSX customization, vRealize Automation customization, data protection customization) that is needed would be performed using additional services engagements with VMware or Dell EMC.
Dell EMC Services accelerates the deployment, reduce downtime and simplify operations of VMware Cloud Foundation on VxRail with a full range of integration, implementation, support and consulting services. Dell EMC Services helps IT organizations quickly realize the value of their investment both by deploying the hardware and software components of VMware Cloud Foundation on VxRail, as well as achieving IaaS through integration of this integrated cloud platform into their application portfolio, operating model and enterprise infrastructure.
Consulting services complement the platform integration with services to hasten realization of IaaS:
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.