The Dell Support tab is visible in vCenter with the VxRail Manager HTML5 vCenter plug-in. The Support tab provides access to Dell Services and Support information such as Dell Software Remote Services (Secure Remote Services) configuration information, along with online chat support service request administration capabilities. The Support tab also provides links to VxRail Community pages for Dell Knowledgebase articles and user forums for FAQ content and VxRail best practices. Figure 25 shows an example of the support view.
Data centers today are rapidly modernizing technology, processes, and workflows. With this continuous evolution, unplanned interruptions to data and applications can greatly hinder business outcomes. Many of these problems are caused by issues such as failing drives or outdated code levels, which are easily preventable with early detection. As a foundational element of the Dell Modern Customer Service Experience, Dell Secure Remote Services (Secure Remote Services) detects potential issues and proactively resolves them before there is any business impact.
The Secure Remote Services extension for VMware Cloud Foundation on VxRail performs the following functions:
Secure Remote Services is a highly secure remote connection between Dell products, including VxRail, and Dell Customer Support that helps prevent issues and resolve them if they occur. Secure Remote Services 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, Secure Remote Services unlocks a wide range of benefits and services, including:
The Secure Remote Services lifeline is a heartbeat that pulses outbound in 30-second intervals from the Secure Remote Services gateway to Dell Customer Service, providing Dell with connectivity status and the status of each product. The heartbeat ensures continuous monitoring, notification, and, proactive remote troubleshooting to ensure high availability of Dell products, if necessary.
Customer data security is Dell’s top priority. From collection to transport to storage, Secure Remote Services employs multiple security layers throughout each step in the remote connectivity process to ensure that both customers and Dell can use the solution with confidence:
Note: The Secure Remote Services 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 support account, it provides access to Dell support account eServices features including:
Native VxRail integration with Dell backend support services are built into vCenter through the VxRail Manager vCenter plug-in.
Dell Services must be used to successfully install VxRail and the VMware Cloud Foundation software platform. Dell 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.
Dell Services accelerates the deployment, reduces downtime, and simplifies operations of VMware Cloud Foundation on VxRail with a full range of integration, implementation, support, and consulting services. Dell 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 aligns with their business model.
Customers that purchase all components from Dell Technologies are provided with a single vendor support experience. For customers using VMware Cloud Foundation software, Dell provides the initial support levels and coordinates advanced level support from VMware. Similarly, for Dell supplied APC Racks, Dell provides the initial support and engages advanced support from APC.
Exclusively for VMware Cloud Foundation on VxRail, Dell Technologies offers single source of support for VMware Cloud Foundation software on both ProSupport and ProSupport Plus, even if customers bring their own VMware Cloud Foundation licenses.
Remote system software code upgrades performed by Dell are also included in both ProSupport and ProSupport plus.
Even though customers can choose to do their own VMware Cloud Foundation system software code upgrades, they can have code upgrades performed by the Dell Technologies Remote Proactive Team, as long as they have an active ProSupport Suite for VMware Cloud Foundation 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 who purchase Network Switches or Rack/PDUs from third parties are only provided support for those components from the third-party vendor.
Dell ProSupport Plus offers a single source with the expertise, know-how, and capabilities to deliver world-class support.
ProSupport Plus provides global support from highly trained experts to address IT needs, minimize disruptions, and maintain a high level of productivity. ProSupport Plus enables businesses to do the following:
Single source, 24x7 global support is provided for VxRail appliance hardware and software (including VMware Cloud Foundation software) using phone, chat, or instant message. Support also includes access to online support tools and documentation, rapid on-site parts delivery and replacement services, access to new software versions, assistance with operating environment updates, and remote monitoring, diagnostics and repair with Dell Secure Remote Services.
Dell 12 Centers of Excellence and Joint Solution Centers deliver in-house collaboration and industry-leading levels of support, leveraging Dell ’s alliances with leading application providers such as Oracle and Microsoft. Dell has 87 technical support sites that include 71 Dell Technogolies Support Sites and 16 Dell Technologies Customer Service Centers.