OEM Solutions
Training Agenda
Dell OEM Solutions & Partner Program
Meet the OEM Services team
OEM Support Services overview
Questions & Answers
Confidential 2
OEM Solutions
Dedicated resources and capacity
• Dedicated OEM engineers
• 250 custom projects annually
• 250+ sales/support team
Deep, broad experience
• 40+ industry verticals
• 12-year track record
• 2,000 OEM customers
OEM-capable products
• Standards-based products
• Access to full Dell portfolio
• Leverage Dell’s buying power
Flexible services
• In-factory customization
• Online parts dispatch
• Mission-critical support
Global reach • Owned support in 180 countries
• Worldwide fulfillment model
• Country-specific regulatory expertise
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OEM Solutions
Support
Engage
Fulfill
Assess
• Solution design
• Long/extended-life
• Custom branding
• Hardware and software engineering
• Configuration control
• Advanced solutions consulting
• Global OEM support services
• Worldwide parts depots
• Remote management
• Installation deployment
• Lifecycle/change management
• Mission-critical/NBD
• Procurement/supply chain
• Order management
• Global logistics/3PL
• Manufacturing
• Inventory management
• E-Dell/B2B
• Needs analysis
• Evaluation units
• Engineering
• Regulatory
• Test/develop
• TCO analysis
• Platform generational planning
How we work together
4
Product
Operations
Engineering
Services
OEM Solutions
Dell + Partners
5
• Global footprint: field presence, logistics & inventory management
• Single point of purchase
• Flexible, agile customization, configuration and re-branding services
• Finance Options
• Dedicated OEM resources and capacity
• Deep, broad experience
• Global reach
• OEM-capable products
• Flexible services
OEM Solutions
OEM Solutions: Services and Support
Confidential 6
Enable the Business
(out-of-process escalations and custom capabilities)
Ken Barney—Global Jon Coyle—Americas
Robert Barker—Americas Christy Ma—APJ
David Lloyd—EMEA
Grow Services Revenue (complex services sales)
Tim Pavlovich— US West Phil Patterson— US East
Alex Veldhuis—EMEA Christy Ma—APJ
• Making Tag Transfers Easier • Making APOS Purchase Easier • Dedicated Support Mgmt • OEM Ready HW Support • Design/FA Support • Services Metrics • CFI/CFS Capabilities/Execution
• Optimize the Core Services • Integrate Solutions Services • Engineering Services • Image Consulting and Services • Cloud Consulting and Services • Business Consulting Services
Tracy Orozco Global Services Director & Product Development Manager Tracey O‖Donnell Partner Services Program
Jodi Eckberg (on Josh‖s team) Global Services Marketing
OEM Solutions
#1 in IT services for healthcare providers worldwide (Gartner)
5 global command
centers
Dell Services Helping Customers Succeed
43,000+
team members
60 tech support centers
Leader in development of
advanced support and cloud services
Manage: • 2.5M+ clients
• 36 data centers
Multiple industry
leading knowledge- and domain-based
services
#1 for IT Service & Support Customer Satisfaction (TBR)
Active in ~90
countries
Complete suite of consulting services
Support
• 12.8M clients • 1.4M servers &
storage systems
• 10K+ SaaS customers
• Manage over 6.2M SaaS seats
7
OEM Solutions
Dell OEM Services capabilities portfolio
Application & image management services
Testing & validation services - Proof of
concept labs
Cloud services
Asset management
OEM-centric customization Hardware bezel and chassis,
BIOS, packaging, documentation, labeling/tagging
Order consolidation and staging
ProSupport
Globally owned 24/7 support infrastructure
Service delivery manager
Custom fulfillment & install
Engineering services Custom design, configuration and integration, Complex engineering
outsourcing
Industry standard HW: relevant technology Unprecedented reliability & commonality Dell‖s buying power: lowest possible costs
Supply Chain Consulting
Business Process Reengineering Organizational Change Management
Dell online parts dispatch
Design Manufacture
& Fulfill Global
Support
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OEM Solutions
Why focus on OEM Services?
• Simply ask for Services – tell our whole value story, get your customer’s requirements
• The goal is to:
– Increase sales of ProSupport and other Support Services globally
– Increase OEM margins and account stickiness by selling more Services
– Be known as the end-to-end provider for our OEM customers
› Despite competition, Dell remains only Tier 1 provider who has:
– Global presence
– Specialized OEM knowledge
– Proven supply chain efficiency
– Integrated, scalable configuration services
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OEM Solutions 11
be curious: • Will your OEM customer ask the
end user to replace a part on-site?
• Will they need Tech Support assistance outside of business hours?
OEM Solutions 12
be creative: • How will your customer provide
support past year 3?
• Are they looking for new revenue streams and ways to differentiate their solution?
OEM Solutions
Hardware & Software Support
Hardware Warranty
Value-Added Services
Proactive Maintenance Specialized Onsite IT Advisory Services Remote Advisory Pay As You Need
Speed of Response Options
Next Business Day 4hr or Same Day Mission Critical
Asset & Data Protection
• Keep Your Hard Drive • Certified Data Destruction • Hard Drive Data Recovery
Asset Protection
Dell Support Services Tailored to you and your environment
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• Accidental Damage • Extended Battery Service
Data Protection
Dell ProSupport
15 OEM Solutions
Why Dell for support? Count on Dell for proven and consistent support, operational excellence, and a single point of accountability
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
“We looked at solutions from HP, IBM and Fujitsu, but none of these companies offered the
same balance of performance, reliability and support as Dell.”
Chief Technical Officer
Customer success
End-to-End reliable and award winning support
Automated tools and analysis
Efficient Global Command Centers
Unique intellectual property
World Class Engineering & Quality Control
Skilled Technical Account Managers
Resourceful Service Delivery Managers
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Support service local business hours
Dia
gn
ost
ics
& T
rou
ble
sho
oti
ng
Basic hardware phone support
Application/SW how-to & OS
Online support tool (chat & email)
Support service 24x7x365
Remote monitoring features ; Proactive Systems Management
Senior-level, certified h/w and s/w phone support
Dell OEM software troubleshooting & diagnosis
Collaborative/3rd party troubleshooting
Customer self-identified severity level 2 & 3
Remote troubleshooting & diagnostics
Wireless & networking configuration
Customer self-identified severity level 1
Dell Basic Hardware Service Hardware repair and replacement
ProSupport
Basic
While Basic Service is a good start to maintain equipment, most organizations benefit
from additional levels of support to optimize their environment . ProSupport for OEM also includes a 90-day warranty extension, at no additional cost, and is available exclusively on OEM-ready and Extended Live hardware.
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
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Part
s &
Lab
or
Dis
patc
h
Limited hardware warranty
Next business day onsite parts and/or labor dispatch
Mission critical response: Select between 2hr, 4hr, or 8hr onsite parts and/or labor dispatch
Same Day onsite parts and/or labor dispatch
Dell Online Self Dispatch for parts/labor*
ProSupport Basic
Re
lati
on
ship
Su
pp
ort
Designated technical account manager for escalation management (on per incident basis)
Global command center: crisis management & mission critical dispatch monitoring
Global service delivery newsletter: identifies must-do patches, upgrades, industry trends
Dell Basic Service Hardware repair and replacement
* Regional entry requirement and service differences are documented in the global DOSD enrollment contract
Basic Hardware Service does not include an onsite technician to replace parts designated as Mandatory Customer Replaceable Parts Remote support features for servers and support, Proactive Systems Management, requires a Dell ProSupport service contract
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
OEM Solutions
Tailor the right support services for your business with our flexible options for OEMs
Asset visibility and reporting
Designated IT professional
On-boarding support assessments
Comprehensive planning
Incident and trend reporting
Monthly reporting
Collaborative support on hardware and software
Warranty tracking and expiration notifications
24/7x365 expert center phone and online support (senior-level certified technicians)
Optional customer self-replacement parts – field technician dispatch at no additional cost
Hardware monitoring and alerting
Global command centers
Automated diagnostics
Out-of-region phone support
Business hours warranty repair
Customer self replaceable (CSR) parts
No collaborative support
90-day warranty extension
Available on OEM-ready HW only
Next bus. day ltd onsite/return services
In-region phone support
Speed of response and mission-critical options (same day, 2 hr, 4 hr, mission critical, next business day)
Global Dell online self dispatch (not available on basic warranty in EMEA)
Collaborative support on hardware
ProSupport with ITAS
ProSupport ProSupport
for OEM Basic warranty
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OEM Solutions
Global Infrastructure
Austin, Texas
Xiamen, China
Penang, Malaysia
Limerick, Ireland
Kawasaki, Japan
• 60 Expert Technical Support Centers
• ~ 500 parts depots
• Over 500 Dell platforms supported
• 5 Global Command Centers
• Presence in over 180 countries
• >15,000 certified field technicians
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OEM Solutions
Americas United States Canada Latin America2 Antigua & Barbuda Argentina Aruba Bahamas Barbados Bermuda Bolivia Brazil British V.I Cayman Islands
Chile Columbia Costa Rica Dominican Republic Ecuador El Salvador French West Indies Grenada Guatemala Guyana Honduras Jamaica Mexico Nicaragua
Panama Paraguay Peru Puerto Rico Suriname Trinidad & Tobago US V.I. Uruguay Venezuela
Dell-led Partner-Led2
EMEA
APJ
Indonesia
1Availability and terms vary by region. For more info visit www.dell.com/servicedescriptions. 2For Partner-Led Countries please contact your Dell representative for the Optional Services beyond Dell ProSupport Core Service Models. 3Remote Advisory Services not available in Japan. 4On-Site Service following Remote Diagnosis: Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually within 1 business day following completion of Remote Diagnosis. Availability varies. Other conditions apply.
Angola Bulgaria Bahrain Hungary Israel Jordan Kenya
Kuwait Morocco Nigeria Oman Qatar Romania Russia
Saudi Arabia Slovenia Turkey UAE Ukraine
Languages 7x24 Expert Center
Business Hour Languages
Arabic Chinese Czech Danish Dutch Finnish
French German Greek Italian Norwegian Polish
Portuguese Russian Spanish Swedish Turkish
English Japanese
Korean Mandarin
Core Service Models •Dell ProSupport for IT (with DOSD) •Dell ProSupport for End-Users •Dell ProSupport for your Enterprise
Optional Services1
SLA Options: • Dell ProSupport Mission Critical • Specialized Onsite4
Protection Options: • Asset Protection Services • Data Protection Services
Proactive Options: • Dell ProSupport Enterprise-Wide
Contract • Dell ProSupport Proactive Maintenance
• Remote Advisory Service3
ProSupport Global Availability
EMEA Austria Belgium Czech Rep Denmark Finland France Germany Greece
Ireland Italy Luxembourg Monaco Netherlands Norway Poland Portugal
Slovakia South Africa Spain Sweden Switzerland Vatican City, Italy United Kingdom
APJ Australia Brunei China Hong Kong India Japan4
Macau Malaysia New Zealand Singapore South Korea Taiwan Thailand
OEM Solutions
Dell Support Services Dell Online Self Dispatch
* Regional Entry requirement and service differences are documented in the global DOSD enrollment contract * *French, Spanish, Portuguese, German, Italian, Japanese, Simplified Chinese, Traditional Chinese, Russian , Korean as well as English
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
Enhance IT Productivity by resolving everyday incidents with convenient & fast access to Dell parts
Rich & Intuitive Interface
International Support
Superior Dell Experience
• Customizable reporting with self-configurable portal views • Convenient online access for comprehensive dispatch
experience
• Easy to manage dispatch process regardless of location or country
• Online training and certification* • Multi-language support**
• Quick access to parts: same day for systems purchased with Same Day service contracts
• Access to tech support tips and online information • Enhance your return on investment with ProSupport
Key features
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OEM Solutions
Dell ProSupport for OEM Support tailored to address the unique and ever-evolving requirements of you and your customers
Support your solutions and your customers with expert personal assistance, automated self-help systems, or something in-between.
Key Benefits
Outstanding support for your end-users
•7x24x365 HW/SW phone support
•Rapid response, from advanced support staff
•Flexible response and service options
Leverage extensive Dell infrastructure
•15,000+ certified field techs spread across 60 Expert Tech Support Centers and 5 Global Command Centers
•Presence in over 180 countries with approx. 500 parts depots
Use & pay for only what you need
•Leverage extensive and flexible depth of coverage, without being “taxed” for support that OEMs don‖t need (eg. OS support)
•90-day warranty extension, provided exclusively for our OEM customers and OEM-ready hardware
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OEM Solutions
Dell ProSupport Speed of Response
Accelerated response options for parts and labor; close your open tickets fast!
Reliable
Efficient incident resolution
• 24x7x365 chat, email and phone support with senior-level certified Dell experts for HW / SW trouble-shooting
• Next Business Day Onsite parts and/or labor dispatch – standard with Dell ProSupport
• Fast Same Day parts and/or labor onsite support
• Self-identify severity levels 2 and 3 for escalated incidents
• Mission Critical for 2, 4 or 8 hour onsite parts and/or labor dispatch with ability to self identify to level 1
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
Key features
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OEM Solutions
Dell ProSupport Mission Critical
Rapid resolution
Critical situation management
Get your business up and running in minutes, not hours or days
• Self-identify severity levels 1, 2 and 3
• 2, 4 or 8 hour onsite parts and/or labor dispatch, avail. 24x7x365*
• A Dell Escalation Manager is assigned to your escalation
• 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 * Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
Key features
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OEM Solutions
• Hard Drive Data Recovery - helps you recover important data in the event of a failure
• Keep Your Hard Drive - allows you to maintain control over your sensitive and confidential data
• Certified Data Destruction - wipe your hard drive clean, and provide certification of destruction. Dell can also dispose of the disk to help you confidently meet your compliance and security requirements
Dell Support Services Data Protection
Keep worry down and productivity up
Peace of Mind
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
Key features
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OEM Solutions
Dell Support Services Asset Protection
Protect your investment from inevitable mishaps
Accident forgiveness
Limited downtime
• Accidental Damage - repair and replacement for liquid spills, accidental damage, and electrical surges not covered under limited warranty
• Extended Battery Service - provides replacement laptop batteries beyond 1st year warranty with environmentally-safe disposal
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
Key features
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OEM Solutions OEM Solutions
Multivendor Support/IT Advisory Services— Launch!
1 Multivendor Support
Support Services for non-Dell server, desktops & notebooks
HP, IBM, Acer and Lenovo Focused on x86
US Launch – April 20 Phased global launch: begins Q2 FY12
Acquisition lever! – OEM now makes our customer’s distributed installed base support 10X easier. Drives efficiencies by consolidating service contracts, and ultimately saves our customer’s money
IT Advisory Services (Replacing Enterprise-Wide Contract)
Two advisory packages that provide incident reporting, planning and analysis.
New entry-level upsell offer A fixed fee option with no eligibility req.
ABU, EMEA, Japan launch – May 9; APAC launch – Q3 FY12
A ‘no brainer’ for OEM! OEM’s demand a richer level of engagement and reporting intelligence. New! Lower price point for TAM / SDM access, making it affordable for all.
2
OEM Benefit:
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OEM Solutions
Customers tell us…
Impact of IT Advisory Services
I need to optimize my environment with:
IT Advisory Services can help… • Reduce case activity rates & downtime with environment-wide reporting,
analysis & planning, including multi-vendor assets
• Control unexpected costs with competitively priced fixed fees, easy to understand terms and flexible options to choose what you need
• Rely on a Dell IT professional as a trusted advisor to help manage IT complexity
Environment-wide analysis &
reporting
Fixed costs and simple contract
terms
Additional expertise
30
• These services are delivered to the customer by an IT professional
• Provides an IT professional to prepare trending analysis and recommendations to help optimize your IT environment
• Annual Fixed fee from $11,500 - $49,000 • Asset-based: client $3-$23 / enterprise $51-$460
• Two advisory packages that provide incident reporting, planning and analysis
IT Advisory Services: Essential and Strategic Package
• Replaces Enterprise-Wide Contract • New entry-level upsell offer and a la carte services • A fixed fee option with no eligibility requirements • Environment wide offer, even across multiple vendors* • Proactive Maintenance and Remote Advisory Services
features
*Requires active Dell Basic or ProSupport Multivendor Support contract. Additional restrictions apply for the tag purchase option.
What is it?
What does it do?
What are purchase options
How is it delivered?
What is new?
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32
FEATURE COMPARISON
Enterprise-Wide
Contract (not including ProSupport
previously bundled)
Essential Package Strategic Package
Designated IT professional TAM
SDM
Incident Reporting Tag based only
Quarterly Monthly
Strategic Service Plan (SSP) (formerly Custom Support Plan)
Essential Service Overview
Onsite visits Option to upgrade to quarterly
2 visits included
Industry Benchmark Report*
Custom Patch Notification
Remote Advisory Services 6 hours 12 hours
Annual Health Check & Assessment**
Annual Patch Management & Configuration**
Minimum System Threshold 50 Enterprise units or 1000 Client or mix 1:20
150 Enterprise units or 3000 Client or mix 1:20
* Based on Dell customer profile data vs. industry. Availability estimated Q2. ** Applicable for servers, storage and networking devices.
IT Advisory Services: Feature comparison overview
Option to upgrade to monthly
Option to upgrade
Proactive Maintenance
Detailed feature comparison
• Essential Package features • Service Delivery Manager to facilitate support • Monthly incident reporting • Warranty tracking and industry operation benchmark (IOPB)
reports • Strategic service plan with quarterly review and management
by key objectives • Value analysis on recommendations • Custom Patch Notification • Annual health check & assessment* • Annual configuration & patch management* • 12 Hours of Remote Advisory Services** • 2 onsite visits per year
• Technical Account Manager to
facilitate support needs and provide escalation assistance
• Quarterly incident reporting • Value analysis on recommendations • Custom Patch Notification • Annual health check & assessment* • 6 Hours of Remote Advisory
Services**
Essential Package: Quarterly Onsite
Visit Upgrade Essential Package: Annual
configuration and patch management Strategic Package: Monthly Onsite Visit
Upgrade ITIL-based environment wide
assessment (IT Service Management Review assessment)
Essential Package Strategic Package
A-la-carte Options
*Applicable for servers, storage and networking devices **Availability may vary by location and region Availability and terms of Dell Services may vary by region. For more information, visit Service Descriptions
Remote Advisory Services topics: Virtualization
Storage technology Systems management Microsoft Exchange
Back-up and recovery archiving (BURA) Networking (May 2011)
Proactive
Maintenance
What is the scope?
OEM Solutions 33
CUSTOMER Fixed fee Tag-based
Meets ITAS tag minimum requirements *: - Essential – Enterprise 50 / Client 1,000 - Strategic – Enterprise 150 / Client 3,000
Predominantly has ProSupport in their environment
Has less than the required ProSupport tag minimums
Has mixed environment (multi-vendor HW, multiple levels of core support service contracts (Basic and ProSupport))
Requires designated contact to provide multiple languages, or operate multiple time zone coverage
+
* 20 clients tags equals 1 enterprise tag in minimum calculation + Indicates more than 1 fixed fee may apply.
Fixed fee vs. tag option Which one is best suited for my customer?
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Proactive assessment and patch management
• Scheduled and proactive support maximizing availability and stability
Customers with Proactive Maintenance service experience 40 percent fewer incidents.*
Health check and assessment • Do proactive initial customer engagement • Gather server/Switch and Array / event logs • Remote technical analysis of configuration, HW/SW, and event
logs • Identify best practice improvements on server & storage
equipment Configuration and patch management
• Remotely apply identified updates/changes needed from analysis
• Recommend environmental changes & upgrades • Provide documentation of work completed
*Based on a Dell internal analysis of US 2500 customers. Survey was conducted on 8/15/2010 and investigated the average number of issues which customers reported during the warranty period, comparing customers who had Dell/EMC products.
• IT Advisory Services Strategic Package include the health check and assessment, and configuration and patch management available in Proactive Maintenance.
What is it?
What does it have to do with
ITAS?
What is the scope?
OEM Solutions
OEM Solutions
• Six hours for Essential Package; 12 hours for Strategic Package
• Usage in increments of 1 hour
• Pre-scheduled phone and internet support available
Remote Advisory Services Expert consultation on specialized applications
Remote support for your specialized application and solutions
Comprehensive support
Flexibility
Convenient expert assistance
• Installation, configuration, and remote consultation for virtualization, Microsoft Exchange, systems management, Backup, Recovery and Archiving (BURA), storage technology, virus remediation, and Networking*
• Remote consultation on topics ranging from VMware consolidated backup to SQL migrations
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.
Key features
* May 2011
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OEM Solutions
Impact of multivendor support
38
Our customers have told us… Organizations waste significant resources on:
We can help with Dell Support Services and multivendor support:
• Simplify OEM Support: consolidate your hardware support under one service contract - one less thing to worry about
• Improve efficiency: streamline processes for managing warranty renewals across multiple hardware vendors
• Cost savings: avoid unnecessary costs by efficiently managing expiring warranties and supporting hardware beyond three years
Managing complex
heterogeneous environments
Working with multiple
vendors and service
contracts
Keeping up with warranty
renewals across vendors
Supporting hardware
beyond 3 years
OEM Solutions 39
Multivendor support - Summary
• Dell branded, utilizing partners • Partnerships in other regions are being investigated
How is it delivered?
• Simplifies support for mixed environments, drives efficiencies by consolidating service contracts, and ultimately saves money
What are the benefits?
• Expansion of ProSupport and Basic Capabilities to cover select non-Dell assets.
• Initially for non-Dell servers, desktops and notebooks • HP, IBM, Acer and Lenovo (Focused on x86 )
What is it?
• US Launch – April 20 • Phased global launch: begins Q2 FY12
What‖s new?
• Win warranty extension bids with customers looking for vendor consolidation
• Greater footprint into customer environment • Extend services to support beyond Dell assets • With standard SKUs and a simplified order process,
cycle time is reduced for bid and quote turn-around
What―s in it for you?
OEM Solutions
Multivendor Support - value proposition
SIMPLIFIED OEM support doesn’t stop at the hardware or even services. OEMs also want the ease of management throughout their vast and distributed installed base.
• Dell becomes the single vendor for support service engagement.
• Consolidate support services contracts and structure to save money, effort, and time.
• Integrate multivendor hardware support either in or out of warranty with Dell standard service.
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OEM Solutions
Coverage for multivendor environments Feature Basic ProSupport
Hardware break/fix a a
Business hour phone support a a
Chat, email, & online In Development In Development
In warranty & out of warranty a a
24x7x365 phone support a
Application how-to assistance for select Software a
Collaborative HW & SW support a
Case & Escalation management a
Global Command Center a
Speed of Response Options
• Next Business Day a a
• 5x10 – 4 Hour Support a
• 7x24 - 4 Hour Support a
OEM Solutions 41
OEM Solutions
Support Questions to Ask Customers
42 Confidential
• What Dell product(s) do you currently use as part of your OEM solution? (Account team: do they buy OEM-Ready or Extended life hardware? If so, then ProSupport for OEM is best option as it’s better option over Basic)
• What end solution do you use Dell product(s) for?
• Do you have your own field force for onsite parts replacement? (key to positioning ProSupport value over Basic)
• How are you currently supporting your OEM solution? Beyond year 3? (Look for details around high costs/technical resources to support globally, lack of ability to scale their support infrastructure, high recovery times following incidents/unplanned downtime)
• What level of/duration of support do your customers currently expect? (look for speed of response, level of technician, specialized support. Additionally, many customers want 10 years of warranty, if that question arises, we can submit a custom support deal through SFDC but generally ProSupport ends at a minimum of 5 years. Up to 5 years of ProSupport can be purchased at POS. Years 5, 6, and 7 can be purchased APOS. Anything over 7 is a custom deal.)
• Have you or your customers faced any unplanned downtime/support challenges for your products located in multiple countries?
• Have you had to increase your technical support resources and budget to address mission critical warranty issues?
• What are the key defining features you are looking for from a support solution: globally consistent support, Speed of Response, level of data/asset protection, proactive support, Cost, Reliability, Scalability?
• Do you ever need 2 or 4 hour onsite service to get you/your customer back up and running? (you need mission critical speed of response option)
• Do you need a single point of contact to call with any support issues/escalations? Do you have complex solutions that require dedicated support (after hours) and proactive planning? (you need IT Advisory Services option)
• Do you need to consolidate multivendor support contracts? (you need multivendor HW support)
OEM Solutions
Would you like more OEM Services training?
• Tell us the topics you’d like to learn about via this short survey: http://www.surveymonkey.com/s/P9FY5YD
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OEM Solutions 45
Dell OEM Services: Part of every thing we do for you
Design
Engineer
Manufacture
Fulfill
Support
Dell Services
OEM Solutions
30 min
At 30 minutes, the Escalation Manager sends
Global notification that
Crit-Sit in progress,
Sr. Mgr notified. – 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
Dell employee becomes aware that a customer has a potential
“Critical Situation”
Customer Contacts Dell
Service Excellence in Crisis Situations Fast & focused resolution, during “Critical Situation” events
SDM
TAM
L1
L2
Others
Escalation Manager
TAM TAM TAM TAM
SDM SDM SDM SDM
Sr. Storage Analyst
Sr. Server Analyst
Sr. Network Analyst
Vendor via CSA/TSA net
Logistics
Services
Tech Suppt
Acct. Team
Others
ESG
SitRep
Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.