VxRail support includes Dell Secure Connect Gateway for call-home and proactive two-way remote connection for remote monitoring, diagnosis, and repair through the entire life cycle process to ensure maximum availability. VxRail is constantly introducing product enhancements to improve serviceability by streamlining support experience. For example, VxRail is improving the log capture and bundling to ensure that Dell technical support has the necessary information to perform troubleshooting without extensive back-and-forth with customers.
VxRail systems now use the next-generation secure remote service connectivity agent and the Secure Connect Gateway to connect to the Dell Cloud for dial-home serviceability. This new connectivity agent running within VxRail will also be used on all Dell infrastructure products.
The Secure Connect Gateway is the 5th generation gateway that acts as a centralization point for Dell products in the customer environment to manage the connection to the Dell Cloud. This remote connectivity enables bi-directional communication between the product and Dell Cloud. Products can send telemetry data and event information to the Dell Cloud. That data and information can be used to facilitate remote support by Dell services as well as to deliver cloud services such as CloudIQ, MyService360, Licensing Portal, and Service Link.
The latest-generation remote service connector is intended to provide a uniform telemetry experience across all Dell ISG products. By providing standardization, customers can reduce redundant infrastructure used to provide remote services for all their Dell products. The connectivity agent also introduces a simpler setup experience by streamlining and automating the setup process of the secure remote service for new VxRail cluster deployments.
New nodes that are shipped with VxRail 7.0.350 or later now include a unique connectivity key for the secure remote gateway. Dell manufacturing embeds this key into the iDRAC of the VxRail nodes. Users do not have to log on to the Dell Support portal to retrieve the access key to enable secure remote services. Instead, the enablement process automatically retrieves the unique connectivity key from iDRAC for the connectivity agent to enable the connection. This feature is designed to simplify and streamline the secure connect gateway serviceability setup experience.
Customers can also have a direct connection to Dell Cloud instead of having a gateway deployed. This option is available for any clusters running VxRail 7.0.350 and later.
VxRail dial-home payload improvements have been introduced to help provide Dell Support with additional key cluster information in the dial-home payload itself and capture more system error conditions. These improvements further enhance VMware Cloud Foundation on VxRail serviceability and reduce time to resolution of any VxRail related issues.
Dell Services must be used to successfully install VxRail and the VMware Cloud Foundation software platform. Dell networking hardware installation and multisite 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 by deploying the hardware and software components of VMware Cloud Foundation on VxRail. Dell Services also helps customers achieve IaaS by integrating the cloud platform into the 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 in both ProSupport and ProSupport Plus.
Dell and VMware have partnered to develop and deliver VMware Cloud Foundation on VxRail, providing an optimized, premium end-user experience for customers. The following figure shows the characteristics that differentiate this offering from alternative VMware Cloud Foundation deployments:
Customers can choose to do their own VMware Cloud Foundation system software code upgrades. Alternatively, they can have code upgrades performed by the Dell Technologies Remote Proactive Team if 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 provided support for those components only 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:
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 Technologies Support Sites and 16 Dell Technologies Customer Service Centers.