Users Guide

Table 1. SupportAssist Enterprise capabilities and Dell EMC service contracts
SupportAssist
Enterprise capability
Description Basic
Hardware
ProSupport ProSupport
Plus,
ProSupport
Flex for Data
Center, or
ProSupport
One for Data
Center
predict hardware failures that may occur in
future.
Automated collection of
system information
The system information required for
troubleshooting an issue is automatically
collected from the monitored device and
sent securely to Dell EMC.
Automated support
case creation
When a hardware failure is detected either
proactively or predictively, a Service Request
is automatically created with Technical
Support.
Automated email
notification
An email notification about the support
case or issue is automatically sent to
your company’s primary and secondary
SupportAssist Enterprise contacts.
Proactive response
from Technical Support
A Technical Support agent contacts you
proactively about the support case and helps
you resolve the issue.
Proactive parts
dispatch
Based on examination of the collected
system information, if the Technical Support
agent determines that a part needs to be
replaced to resolve the issue, a replacement
part is dispatched to you based on the
dispatch preferences that you configure in
SupportAssist Enterprise.
NOTE: SupportAssist Enterprise also detects hardware issues in devices with a Dell EMC Basic Hardware service contract.
However, a support case is not created automatically for devices with a Basic Hardware service contract.
* Predictive detection of hardware failures is applicable only for the batteries, hard drives, backplanes, and expanders of 12th
generation of PowerEdge servers or later that have PowerEdge RAID Controller (PERC) Series 5 to 10. Predictive detection
of hardware failures is available only when the automated periodic collection and upload of system information is enabled in
SupportAssist Enterprise.
System information collected by SupportAssist
Enterprise
SupportAssist Enterprise continually monitors the configuration information and usage information of managed Dell EMC
hardware and software. While Dell EMC does not anticipate accessing or collecting personal information, such as your personal
files, web-browsing history, or cookies with this program, any personal system information inadvertently collected or viewed will
be treated in accordance with the Dell EMC Privacy Policy available for review at Dell.com/privacy.
The information encrypted in the collected system information log that is sent to Dell EMC contains the following categories of
data:
● Hardware and software inventory—installed devices, processors, memory, network devices, usage, and Service Tag
● Software configuration for servers—operating system and installed applications
● Configuration information—interfaces, VLAN, Data Center Bridging (DCB), spanning tree, and stacking
● Identity information —system name, domain name, and IP address
● Event data—Windows event logs, core dump, and debug logs
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Overview