DELL 3Y PS 4H MC, Ext, PowerEdge R320
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1. Dell ProSupport Mission Critical Get your business up and running in minutes not hours or days Dell understands time is money Every minute of unplanned downtime is lost productivity and quite often lost revenue So that you can reduce recovery time from days to hours Dell offers the Mission Critical option with Dell ProSupport Mission Critical is Dell s most rapid resolution option allowing you to choose from 2 4 or 8 hour onsite parts and or labor Rely on Dell s proven and reliable Critical Situation process to get you back up and running fast Key features of Dell ProSupport with Mission Critical Onsite Response 2 Hour 4 Hour or 8 Hour onsite service with 6 hour hardware repair available 24x7 including holidays 2 hour response is not available on desktops availability may vary by country CritSit Procedures Severity level 1 issues will be reviewed by Dell and may be nominated for CritSit incident coverage through Dell Global Command Centers Emergency dispatch Onsite service technician dispatched in parallel with phone based troubleshooting when you declare a Severity level 1 incident 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 s Storage fault monitoring Alerts from storage fault monitoring helps you maximize uptime by identifying and correcting potential issues2. before they occur Shift Resources from Maintenance to Momentum Key features of Dell ProSupport 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 e Dell s end to end Critical Situation process helps ensure expert resources are mobilized to get you back up and running fast e Emergency Dispatch for simultaneous phone and onsite troubleshooting to assist with Severity 1 situations e Priority Production to expedite units for critical issues Fast amp focused resolution during critical situation events Customer Contacts Dell 0 min 15 min 30 min 45 min 1hr Sr Storage Analyst Escalation Sr Server Manager Analyst Tech Suppt z Sr Network Acct Team Dell Team Bridge L2 z Analyst Conference Call z z Others Gas 3 3 CSA TSA net Sr Mgr notified Within 15 At 30 minutes At 45 minutes a Situation Report CritSat Decision minutes a senior the Escalation real time call released to Assign Escalation analyst takes Manager sends with stakeholders and Mgr to own ownership of the Global stakeholders segment process engages technical issue notification that Status amp leadership analysis Crit Sit in resolution plan progress discussed Dell ProSupport with M
3. ission Critical is only available for purchase with a Dell ProSupport service contract For more information about any of our service offerings please contact your Dell representative or visit www dell com 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
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