Maximise your on-site support capabilities

Introduction to Customer Appointed Service Provider program Dell Partner Direct – EMEA

Page 2 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Interact with Customer to resolve

hardware issues

Diagnose hardware issue & dispatch

parts

Receive labor remittance from

Dell**

Resolve hardware failure onsite at

Customer

*Applicable to Dell clients, servers, laser printers and select storage platforms.

Does not pertain to Dell EMC, EqualLogic, or Compellent storage.

** on qualified Dell systems

What is a Customer Appointed Service Provider?

A Customer Appointed Service Provider (CASP)…

• is a Dell channel partner designated by their customer as the primary provider for hardware maintenance support*

• resolves hardware issues with customers from start to finish

• resells a Dell ProSupport service agreement to the customer

• receives a labor remittance from Dell for work performed**

Page 3 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Customer Appointed Service Provider program provides you customer with a choice for on-site support

Dell Online

Self Dispatch

Partner Customer

Partner resells ProSupport

Customer designates partner as service provider

Partner utilises Dell infrastructure to streamline issue resolution for Customer

Onsite hardware support

Partner resells, Dell delivers Partner resells, Partner delivers

Dell

Partner

Customer

Hardware support

Customer Appointed Service Provider model

Partner resells ProSupport

Dell-led support model

Page 4 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Partner / Program Alignment Recommended in-house partner capabilities

Customer rapport

•Adept at developing and maintaining long-term customer relationships

Help Desk capabilities

•Customer service protocols in place

On-site support practice

• Established systems maintenance disciplines

Page 5 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

How the program works

Customer Appointed Service Provider makes repairs at customer site

Customer initiates service call with Customer Appointed Service Provider

Customer Appointed Service Provider

1 2 3

• Log & Track service call • Diagnose hardware issue • Dispatch replacement part • *Automated labor

remittance from Dell

Self-administers support* via Dell Online Self Dispatch tool:

*Customer Appointed Service Provider program and Dell Online Self Dispatch applicable only to: • Optiplex; Latitude; VOSTRO; Precision; Laser Printers • PowerVault storage; PowerConnect; PowerEdge • Blades (Support is limited to power supplies and hard drives when requesting parts online. PowerEdge certification must be completed.) • Does NOT include EqualLogic, Compellent, or Dell EMC storage platforms.

Page 6 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Dell Online Self Dispatch

Diagnose & Dispatch

Automated labor remittance

Streamline support with Dell Online Self Dispatch A single portal for efficient self-service support management

Regional entry requirement and service differences are documented in the global DOSD enrollment contract

Training & Troubleshooting

Incident tracking & monitoring

Page 7 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Improve your efficiency with Dell Online Self Dispatch

Dell Online Self Dispatch single portal for self-service support management

Resolve issues expeditiously for your customer 24x7 access to online training, troubleshooting tips, and Dell expert resources

Improve your agility

Free up resources in your IT department

Streamline support to improve your IT staff efficiency and productivity Diagnose issues, dispatch parts and file remittance claims through a single portal

$

Page 8 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Improve your bottom line with Dell Online Self Dispatch

Dell Online Self Dispatch single portal for self-service support management

Minimise inventory overhead Just in time online parts ordering reduces the need for you to maintain a spare parts inventory "just in case"

Simply parts ordering and labor remittance Parts dispatch, shipment tracking, and labor remittance facilitated through a single global portal streamlines processes

Reduce inventory stocking costs

Earn labor remittance on qualified systems

$

*on qualified systems

Page 9 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Dell Online Self Dispatch single portal for self-service support management

Simplify part ordering & install Convenient online ordering for replacement parts with customizable tracking and reporting

Minimize inventory overhead Just in time online parts ordering reduces the need for you to maintain a spare parts inventory "just in case"

Streamline support with Dell Online Self Dispatch Enhance your IT productivity by resolving everyday hardware incidents with convenient online access to Dell parts

Regional entry requirement and service differences are documented in the global DOSD enrollment contract

Resolve issues more efficiently for your customer 24x7 access to online training, troubleshooting tips, and Dell expert resources

Streamline support to improve your IT staff efficiency Diagnose issues, dispatch parts, and file remittance claims through a single portal

Page 10 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Free up resources in your IT department

Resolve hardware issues expeditiously

Earn labor remittance from Dell on qualified systems

Reduce inventory stocking costs

Expand services you provide to your Customers as a Customer Appointed Service Provider

$

Expand your Help Desk capabilities

Page 11 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Access key ProSupport features

Support service local business hours

Support service 24x7x365

Basic hardware phone support

Certified hardware and software support

Online support tools (web, chat and email)

Local based support service

Collaborative software/3rd Party troubleshooting

Customer self-identified severity level 2 & 3

Application/Software & OS how-to assistance for end-users

Wireless & networking configuration assistance

Customer self-identified severity level 1

Dia

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ost

ics

& T

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sho

oti

ng

Next business day onsite parts and/or labor dispatch

4 –hour onsite parts and/or labor dispatch

Mission critical response: Select between 2hr, 4hr, or 8hr onsite parts and/or labor dispatch

Online Self Dispatch for parts/labor

Pa

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&

La

bo

r D

isp

atc

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Escalation manager intervention for crisis management (on per incident basis)

Global command center: crisis management & Mission critical dispatch monitoring

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up

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Upgrade

Basic

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ProSupport

Upgrade

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Page 12 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Free up resources in your IT department

Resolve hardware issues expeditiously

Earn labor remittance from Dell on qualified systems

Reduce inventory stocking costs

Enhance your overall value as a Customer Appointed Service Provider

$

Maintain a high degree of customer contact

Expand your Help Desk capabilities Customer care

Customer engagement

Customer value

Page 13 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Next Step: Program Enrollment

Enroll via http://dosd.dell.com

Become a Customer Appointed Service Provider

• Establish primary service support relationship with your Customer

• Complete the CASP agreement at http://dosd.dell.com (Partner and Customer signatures required)

Page 14 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Next Step: Dispatch Training

Access online dispatch training via http://dosd.dell.com

Complete required Dell Online Self Dispatch training

• Access to training is granted after your Customer accepts terms and conditions designating you as Customer Appointed Service Provider

• Two technicians should complete online Dell dispatch training for:

- PowerEdge™ Systems

- PowerConnect™

- Notebook Systems

- Desktop Systems

- PowerVault™

- Printers

- Blade Systems

All online training is free of charge

Page 15 Confidential training material for use by Dell Partners only. © 2011 Dell May 2011

Customer Appointed Service Provider program Value to Dell Partners

Streamline support for improved efficiency

Improve your IT staff productivity

Reduce overhead costs

Maintain long-term customer relationships

Enhance your support capabilities

Contact your Dell Sales team for additional information