SupportAssist Enterprise: Alert Policy This technical document provides details on how SupportAssist Enterprise processes alerts and automatically creates support cases Dell EMC Engineering November 2017
Revisions Date Description November 2017 Initial release THIS DOCUMENT IS FOR INFORMATIONAL PURPOSES ONLY, AND MAY CONTAIN TYPOGRAPHICAL ERRORS AND TECHNICAL INACCURACIES. THE CONTENT IS PROVIDED AS IS, WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KIND. Copyright © 2017 Dell Inc. All rights reserved. Dell and the Dell logo are trademarks of Dell Inc. in the United States and/or other jurisdictions. All other marks and names mentioned herein may be trademarks of their respective companies.
Table of contents Revisions.............................................................................................................................................................................2 Introduction .........................................................................................................................................................................4 What is SupportAssist Enterprise? ............................................................................................
Introduction SupportAssist is a service capability that enables automated support from Dell EMC by remotely identifying hardware issues in your IT environment. Dell EMC’s robust and easy to use proactive support technology allows us to identify, diagnose, and resolve hardware issues faster and more precisely with less of your involvement – eliminating or reducing downtime and letting you get back to business. SupportAssist monitors alerts from your devices without increasing the load on your network.
Which hardware faults does SupportAssist Enterprise monitor? SupportAssist Enterprise has a smart hardware fault monitoring algorithm with thresholds to avoid false positives and duplication of actions. Not all hardware faults have immediate response actions. They are compared to persistent fault threshold values prior to responding with defined actions. Defined response actions include case creation, diagnostic execution, and log attachment.
Note: SupportAssist Enterprise sends automatic email notifications only for hardware alerts that would most likely create a support case when you contact Dell EMC Technical Support by phone or via Dell EMC TechDirect online case management. What is the response time? A service request to open a support case with Dell EMC is created by SupportAssist Enterprise at the time a given alert goes beyond the predefined threshold.
Alert threshold The SupportAssist Enterprise alert threshold specifies the criteria that must be satisfied for a support case to be created (or appended) in the Dell EMC Technical Support case management system.
Repeat occurrence policies These polices represent critical, warning, or informational events. These events result in a support case, if the alert occurs several times within a specified duration. Warning events Typically, Dell EMC Technical Support monitors for warning and critical events that are redundant. A warning event indicates that you should schedule time to address the issue.
