SupportAssist for PCs and Tablets An overview for customers

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PCs and Tablets market landscape

Internet of Things Cloud Mobility BYOD Big Data

The solution: Dell ProSupport Plus for PCs and Tablets single source for

hardware & software services

proactive automated

support

predictive automated

support

investment protection & data

control

Technical Account Manager (TAM) with monthly reporting

device proliferation

uptime expectations

time on maintenance

budget pressure

security risk

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Dell End User Support & Deployment Services We keep you connected and productive, providing peace of mind so you can focus on what matters most

End User Deployment

End User Support

CustomerTools

• SupportAssist

• TechDirect

• APIs

• Configuration Services

• Logistics

• Managed Deployment

• Asset Resale & Recycling

• Basic Service

• ProSupport

• ProSupport Plus

• ProSupport Flex for Client

• Accidental Damage Service

• Keep Your Hard Drive

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Commercial support portfolio for PCs and Tablets Good, better, best and semi-custom enabled by industry leading technology

ProSupport Flex

Base Warranty

TechDirect TechDirect

ProSupport

ProSupport Plus

SupportAssist

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Resolve issues quickly with ProSupport engineers

ProSupport Plus for PCs & Tablets

Benefits:

Increase productivity with proactive automated support

Avoid downtime with failure prevention

Protect your investment with coverage for accidents

Secure your data with hard drive retention

Complete support with minimal customer effort

Experts Insights Ease · Priority access to ProSupport engineers

· Dedicated Technical Account Manager*

· Collaborative support

· Proactive issue detection

· Predictive failure prevention

· Monthly service history reporting*

· Automated notification & case creation

· Repair for drops, spills and surges

· Retain hard drive after replacement

*Available for customers with 1000 or more ProSupport Plus Systems.

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Reduce customer effort and downtime with SupportAssist Proactive and predictive automated support

*Initially hard drives and batteries

Higher customer effort, longer downtime

Manual case creation

Trouble- shoot

Verify service contract

Customer contacts Dell

Fault occurs

Traditional manual support

Less customer effort and downtime Proactive automated support

Avoid failures and downtime Predictive automated support*

ProSupport Plus

Manual case creation

Gather system state

Fault occurs

Auto case creation

Dell contacts customer

Resolve

Predict failure

Auto case creation

Dell contacts customer

Resolve

Hardware Support

Resolve

Hardware & Software Support

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Automated issue detection, notification and case creation

ProSupport

Basic

ProSupport Plus

SupportAssist feature comparison By offer

Critical updates provided by Dell

Predictive issue detection for failure prevention*

Parts self-dispatch via Checkup System scans

*Initially hard drives and batteries

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ProSupport Plus with SupportAssist resolves issues faster than the competition “SupportAssist found the problem and Dell started the conversation”

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18 19

Steps to resolve

ProSupport Plus

58% reduction

5

34 33

Minutes on the phone

ProSupport Plus

HP Elite Lenovo Priority Technical Support

84% reduction

Days for parts replacement

ProSupport Plus

HP Elite Lenovo Priority Technical Support

5X faster

HP Elite Lenovo Priority Technical Support

1

5

3

Source: Third-party lab testing with Principled Technologies (Tech Support process compared against HP & Lenovo), Oct 2014

Getting started with SupportAssist

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Get SupportAssist the way you want to manage devices

Set up SupportAssist

Single device download

SupportAssist

Download the software

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TechDirect

Download software

Deploy

Sign up for TechDirect

Dell Configuration

Services

Self service or

Dell Consulting

SupportAssist

SupportAssist

SupportAssist

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SupportAssist

SupportAssist

SupportAssist

SupportAssist

SupportAssist

SupportAssist

For download files and resources Dell.com/SupportAssist

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Managing ProSupport Plus devices with SupportAssist

• Analyzes system state • Predicts failures • Enables reporting

ProSupport Engineers

SupportAssist

Manage cases

SupportAssist

SupportAssist

SupportAssist

Alert

SupportAssist Intelligence

Engine

Predict

Manage a single device

Predict

Alert

System state

Technical Account Manager

Manage multiple devices

Contact customer

Report

Alert

Alert

System state

TechDirect

Portal

Contact customer

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Easily manage cases and parts dispatches with TechDirect

Easy, convenient and flexible

This suite of global self-service support capabilities are designed to help you streamline case management and parts dispatch processes across your organization for both client and enterprise devices. Available through an online portal, mobile app, and APIs, all warranty levels can take advantage of these capabilities.

“We could spend up to 20 minutes raising

tickets through the hotline, but it takes our Dell-certified personnel just 2 minutes using the Dell TechDirect online tool. It saves us a lot of time and boosts staff productivity.”

Martin Wiehe, Head of Site Management, Host Europe, Germany

“Dell TechDirect is easy to use and the parts selector ensures we get exactly what parts we need for repairs. It was a flawless experience. As smooth of a transaction that can be.”

Wes Wooten Director, Computer Support Pitt Community College

Get Started

Visit TechDirect.com to enroll today.

Visit APIs Community to learn more.

Available via What our customers are saying

Mobile app

Online portal

Integrated APIs

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Customer story

Host Europe

Industry: Internet Services

Customers: 250,000+

Country: Germany

Employees: 230

Website: www.hosteurope.de/en/

A Germany market leader in delivering Internet services to over 250,000 residents and businesses wanted a flexible support offering for its vendor solutions to help maximize uptime and maintain high levels of customer satisfaction among clients.

Solution The company chose Dell ProSuport Flex for Data Center and the TechDirect support tool, which includes labor reimbursement, to achieve its goals.

Results • IT staff boost productivity by 90%, by bypassing phone-based ticket management • The services has made the delivery of parts more efficient, enabling Host Europe to

reduce the number of spares to resolve outages. • Host Europe lowers costs through labor reimbursement and less inventory

Read the full Host Europe case study on Dell.com

Dell products: • TechDirect

• ProSupport Flex for Data Center

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Resources

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Dell.com/SupportAssist

SupportAssist and TechDirect helpful resources

TechDirect.com

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Thank you

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