Dell Services Launches the Dell ProSupport Enterprise Suite to Help Customers Improve Performance of Critical Systems, Increa...
24 April 2013 - 10:30PM
Business Wire
As enterprises face an increasingly complex and converged IT
environment, they require a higher level of service to maintain and
optimize performance. Coinciding with the fifth anniversary of its
award-winning Dell ProSupport service that boasts an estimated 95
percent enterprise customer satisfaction1, Dell today unveiled its
new ProSupport Enterprise Suite of services.
With new support offerings and automation, customers can improve
the hardware performance and stability in the data center, leverage
the insights gained through intelligent data and increase the
productivity of their teams.
“As customers struggle with adoption of new technologies and the
resulting complexity in their data centers, IDC recommends they
consider vendors with state-of-the-art offerings, deep domain
expertise and the tools and automation to help address day-to-day
operational issues. Dell's ProSupport Enterprise Suite of services
demonstrates that Dell has stepped up to provide a true
enterprise-class service offering to meets these needs,” said Rob
Brothers, Program Director Hardware and Software Support and Deploy
Services, IDC.
The Dell ProSupport Enterprise Suite includes:
Dell ProSupport Plus
Dell ProSupport Plus can proactively improve the performance and
stability of critical enterprise IT systems. Dedicated Technical
Account Managers provide monthly reporting and performance
recommendations to Dell ProSupport Plus customers based on insights
gained through remote monitoring and data collection as well as
trends and best practices identified across the Dell customer
base.
Dell ProSupport Plus customers also have direct access to a team
of Dell support engineers with detailed expertise in all of Dell’s
enterprise products as well as hypervisor and operating systems
–resulting in fast, expert resolution of issues when they arise.
Dell ProSupport Plus, available today in 70 countries, allows
customers to adopt new technologies with confidence knowing that
Dell’s best resources are backing them.
SupportAssist automated support
technology
SupportAssist identifies potential problems before they become
severe, and in some cases, before they happen. SupportAssist
remotely monitors enterprise systems and when a problem is
identified, it collects and transmits information to Dell and
automatically creates a support case. This allows our Dell
ProSupport engineers to gain insight into the problem and begin
troubleshooting before proactively contacting the customer.
SupportAssist is available in English, German, French, Spanish,
Chinese and Japanese to all ProSupport Enterprise Suite customers
globally.
Dell ProSupport Flex for Data
Center
Large data centers have support requirements that often can’t be
met with off-the-shelf services. Dell’s ProSupport Flex for Data
Center offers flexibility to build a support plan that complements
the skills of internal resources and provides tailored support. A
dedicated Technical Account Manager and dedicated phone and field
support teams are trained to know their customer’s specific data
center environment and procedures – offering fast resolution to
issues when they arise. With multivendor support capabilities in 43
countries, Dell can support the largest data centers wall-to-wall
and around the world.
“We have a global data center operation and Dell’s ProSupport
Flex for Data Center allowed us to tailor the support we receive
from Dell to the right level for our business,” said Ian Hammond,
senior vice president, TechOps, TomTom.
TechDirect online case management and
self-dispatch tool
Dell TechDirect is an easy-to-use, online portal that can
increase the efficiency and productivity of teams supporting their
organization’s IT environment. Providing online case management and
self-service options for requesting parts and labor, TechDirect
helps minimize phone-based troubleshooting and can accelerate time
to resolution. TechDirect is available in English, Portuguese,
Spanish, French, Italian, German, Arabic, Russian, Japanese,
Korean, and Chinese to all Dell ProSupport Plus customers globally
at www.dell.com/techdirect.
“Infrastructure complexity is rising and so are data center
maintenance costs. The Dell ProSupport Enterprise Suite provides a
new level of proactive support and automation designed to improve
customer performance with reduced effort,” said Doug Schmitt, vice
president, Global Support Services, Dell Services.
About DELL
Dell Inc. (NASDAQ: DELL) listens to customers and delivers
innovative technology and services that give them the power to do
more. Dell Services develops and delivers a comprehensive suite of
services and solutions in applications, business process,
consulting, infrastructure and support to help customers succeed.
Learn more at www.dell.com.
Dell and ProSupport are trademarks of Dell Inc. Dell disclaims
any proprietary interest in the marks and names of others.
1 Based on 2013 internal Dell analysis.
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