Datasheet

For more information about any of our service offerings, please contact your Dell representative or visit
www.dell.com
2
Applications Business Process Consulting Infrastructure Support
**Priority Production - In the event of a critical situation caused by natural disaster or other event normally excluded from
limited warranty, Dell will expedite production of a new system.
Product and service availability varies by country. For more information, visit www.dell.com/servicedescriptions. *May be
provided by third-party. Technician will be dispatched ,if necessary, following phone-based troubleshooting. Availability
varies. See dell.com/service contracts for details . © 2010 Dell Inc. All rights reserved
Dell ProSupport with Mission Critical is only available for purchase with a Dell ProSupport service contract.
During critical situation events, Dell Global Command Centers will activate our CritSit Process to help ensure that our expert
resources are mobilized to get you back up and running fast.
Dell’s CritSit Process includes:
A Dell Escalation Manager is assigned to your escalation, from there…
• Dell’s end-to-end Critical-Situation process helps ensure expert resources are mobilized to get you back up and running
fast
• Emergency Dispatch for simultaneous phone and onsite troubleshooting to assist with Severity 1 situations
• Priority Production** to expedite units for critical issues
Key features of Dell ProSupport
Customer Contacts
Dell
30 min
At 30 minutes,
the Escalation
Manager sends
Global
notification that
Crit-Sit in
progress,
Sr. Mgr notified.
CritSat Decision–
Assign Escalation
Mgr to own
process engages
analysis
0 min
1 hr
Situation Report
released to
stakeholders and
segment
leadership
45 min
Dell Team Bridge
Conference Call
At 45 minutes, a
real-time call
with
stakeholders.
Status &
resolution plan
discussed
15 min
Within 15
minutes, a senior
analyst takes
ownership of the
technical issue
SDM
TAM
L1
L2
Others
Escalation
Manager
TAM
TAM TAM
TAM
Others
SitRep
Dell Team Bridge
Conference Call
SDM
SDM SDM
SDM
Sr. Storage
Analyst
Sr. Server
Analyst
Sr. Network
Analyst
Vendor via
CSA/TSA net
Logistics
Services
Tech Suppt
Acct. Team
ESG
Fast & focused resolution, during “critical situation” events