Dell Services Launches the Dell ProSupport Enterprise Suite to Help Customers Improve Performance of Critical Systems, Increase

  Dell Services Launches the Dell ProSupport Enterprise Suite to Help
  Customers Improve Performance of Critical Systems, Increase Productivity and
  Reduce Downtime

  *Dell ProSupport Plus can improve stability of critical IT systems with
    environmental intelligence, a dedicated Technical Account Manager and
    direct access to elite Dell engineers
  *Dell SupportAssist technology provides automated support to help customers
    get ahead of IT problems before they become issues
  *Dell ProSupport Flex for Data Center provides hyperscale data centers
    flexible support options tailored to their needs and a dedicated team to
    increase efficiency and speed time to resolution
  *Dell TechDirect can improve productivity with efficient self-service
    support options

Business Wire

PLANO, Texas -- April 24, 2013

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
satisfaction^1, Dell today unveiled its new ProSupport Enterprise Suite of

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,

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

“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

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.


Dell Services
Media Contact:
Corie Pierce, 972-577-3430
Analyst Contact:
Scott Greenwald, 972-577-5942
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