DELL EMC PERSONALIZED SUPPORT SERVICES Optimize yur Dell EMC investment based n yur unique requirements ESSENTIALS Dell EMC Persnalized Supprt Services: Custmize and enhance yur Dell EMC Custmer Service Experience Prvide practive, predictable supprt Cmplement yur IT staff with relevant experience and expertise Crdinate service management fr a streamlined supprt experience IT rganizatins acrss many different industries share cmmn challenges amng them, meeting the immediate needs f internal clients and ensuring that the infrmatin infrastructure is always available and perating at ptimal perfrmance. These challenges are exacerbated by the inability t: Reslve issues effectively and quickly Meeting service level targets is a cnstant challenge. If an issue cmes up, especially when it disrupts the business, it must be reslved quickly and effectively. Many cmpanies have service level bjectives r service level agreements, and IT must cmply t avid being penalized. Increase staff prductivity Many IT departments strive t achieve a balance f managing nging peratins and stay ahead f rapid technlgy changes, but withut the right resurces t fcus n peratin as well as planning and strategy, prductivity can be negatively impacted. Engage in practive supprt management IT departments want t identify issues early and understand rt causes t prevent recurrences. Unfrtunately, many rganizatins lack the resurces and insight t practively address and manage service disruptins, especially thse critical t the business. Dell EMC Persnalized Supprt Services can help yu vercme IT challenges by allwing yu t tailr yur Dell EMC supprt experience t meet yur unique needs. THE DELL EMC PERSONALIZED SUPPORT SERVICES PORTFOLIO Dell EMC ffers a variety f services t help yu manage yur Dell EMC envirnment, and can supprt yur rganizatin at the enterprise, technlgy r prduct level. Yu can add the fllwing Persnalized Supprt Services t enhance yur prduct warranty r yur Basic, Enhanced r Premium maintenance agreement. Each service is designed t meet yur unique supprt and service requirements. Trusted Guidance Service Accunt Manager Practively manages service and supprt issues and accelerates prblem management fr the mst cmplex Dell EMC infrmatin envirnments. Custmer Service Advcate Advcates fr prblem reslutin, prvides regular reprting and generates awareness f technical alerts and advisries. SERVICE OVERVIEW
Trusted Guidance Technical Expertise Technical Accunt Manager Prvides a practive service and supprt cntact, fcused n a specific technical discipline within the Dell EMC prtfli. Designated Supprt Engineer Prvides a prduct-fcused trubleshting expert wh has in-depth knwledge f the Dell EMC prduct envirnment. Custmer Service Advcate Service Accunt Manager Reprts & Meetings Weekly peratinal review!! Mnthly service review!! Supprt prfile reprt! Quarterly business review! Dell EMC Accunt Management Wrkbk! Educatin Custmer Service educatin!! Service Request Management Incident management!! Rt Cause Analysis initiatin!! Rt Cause Analysis crdinatin!! Envirnment Optimizatin Engineering target cde cmmunicatin and upgrade planning!! Prcess imprvement assistance! Change management prcess assistance! Technical Expertise Designated Supprt Engineer Technical Accunt Manager Reprts & Meetings Weekly technical peratins reprt! Mnthly technical trending reprt! Quarterly technical business review reprt! Weekly technical review! Mnthly technical trending! Quarterly technical business review! Dell EMC Accunt Management Wrkbk! Educatin Technical knwledge transfer sessins! Technical best practices advice and recmmendatins! Service Request Management Incident management! Rt Cause Analysis initiatin! Rt Cause Analysis risk mitigatin plan!! Service Request initiatin! Pririty access t Dell EMC Engineering! Envirnment Optimizatin Prduct-specific cde and cnfiguratin recmmendatins! Technlgy-specific cde and cnfiguratin recmmendatins! Perfrmance review and risk assessment! Accunt-specific detailed technical upgrade design! Advcate fr requested prduct features and functinality! Crss-vendr technlgy integratin and best practices!
FEATURE DETAILS Reprts & Meetings Weekly Operatinal Review: Review f MyService360, particular emphasis will be placed n Service Request Analysis and Escalatins fr Prducts supprted by the Service. Mnthly Service Review: On a mnthly basis, Dell EMC Persnnel will review MyService360 and recmmend installed base data management best practices t assist the custmer in achieving ptimal custmer service and cntact data registratin. Supprt Prfile Reprt: Dell EMC Persnnel will wrk with the custmer t dcument a detailed reprt utlining imprtant pints f cntact (bth fr the custmer and Dell EMC) and key prcesses fr systems supprted by the Service. This reprt will be evaluated during the Quarterly Business Review. Other items that may be included within the Supprt Prfile Reprt include: Areas f respnsibility Dell EMC Prducts managed under the Service Engagement expectatins fr Dell EMC and custmer Cmmunicatin preferences Escalatin guidelines Frequency f meetings Timing f status reprts Review prgress against the plan Unique, nn-standard requirements that may be agreed upn between Dell EMC and the Custmer. Quarterly Business Review: Dell EMC Persnnel will meet with the custmer n a quarterly basis t ensure the custmer s specific requirements and expectatins are being met and t prvide recmmendatins fr cnsideratin. Highlights frm the Mnthly Service Review will be presented, as well as recmmendatins fr imprvements in best practices and verall peratins f the Prducts supprted by Dell EMC Persnnel. Finally, the Dell EMC Persnnel will review the Supprt Prfile Reprt and the Dell EMC Accunt Management Wrkbk with the custmer. Dell EMC Accunt Management Wrkbk: The Dell EMC Accunt Management Wrkbk is an electrnic dashbard, accessed via the web that prvides a detailed view f Dell EMC Custmer Service activities and prvides specific, actinable items t facilitate the ptimizatin f the Dell EMC Prduct envirnment. The Custmer will be prvided with a custmized glbal view f cde levels, cnnectivity status, cntracts and parts replacement acrss selected systems, sites and prduct grups as well as verviews f the health and risk assciated with yur envirnment. Weekly Technical Operatins Reprt: On a weekly basis, Dell EMC Persnnel will create a dcument that may include the fllwing:
Dashbard verview f Prducts cvered under the Service. Capacity Metrics Current prjects Imprtant issues and key fllw-up items Practive best practice recmmendatins Dell EMC Technical Advisries Dell EMC Security Advisries Utilizatin trends Helpful links and infrmatin Mnthly Technical Trending Reprt: On a mnthly basis, Dell EMC Persnnel will create a dcument that may include the fllwing: Mnthly data cllected during the Weekly Technical Operatins Reprt. Accmplishments and activities Service Request trending Cde level analysis and guidance Review f imprtant Sftware patches and Prduct updates End f Service Life (EOSL) infrmatin Quarterly Technical Business Review Reprt: On a quarterly basis, Dell EMC Persnnel will create a dcument that may include the fllwing: Quarterly aggregate f data cllected during the Mnthly Technical Trending Reprt Accunt verviews Dell EMC Accunt Management Wrkbk Future state strategy Educatin Custmer Service Educatin: Dell EMC Persnnel will prvide educatin f Dell EMC Custmer Service prcesses as well as Dell EMC self-service tls. Technical Knwledge Transfer Sessins: Dell EMC Persnnel will plan, crdinate and deliver detailed technical explanatins arund Dell EMC Prduct features and functins available t the custmer. Technical Best Practices Advice and Recmmendatins: Dell EMC Persnnel will evaluate the custmer s technical envirnment and specific use f a Dell EMC prduct. Based n this evaluatin, cllabratin with engineering as well as nging cnversatins with the custmer, the Dell EMC Persnnel will prvide technical advice n the fllwing:
Adjustable cnfiguratins Data prtectin Data layut Cde changes/bug fixes Perfrmance Optimizatin Service Request Management Incident Management: Dell EMC Persnnel will help accelerate prblem remediatin and reslutins when issues arise that jepardize business cntinuity fr Prducts cvered under the Service. Severity Level 1: The Dell EMC Persnnel will versee service requests that have been prperly escalated t Severity Level 1 status n a 24/7 basis by way f Dell EMC Custmer Service ntificatin alerts, augmenting cmmunicatin f the Dell EMC Custmer Service team. Severity Levels 2-4: Service Request Management f Severity Level 2-4 service requests are prvided by Dell EMC Persnnel during the fulfillment lcatin during business hurs. Rt Cause Analysis Initiatin: Dell EMC Persnnel will crdinate effrts within the Dell EMC Custmer Service rganizatin t prvide a Rt Cause Analysis reprt f Severity Level 1 issues with details cncerning failure events and fllwn steps t remediate reccurrence. Rt Cause Analysis is limited t Severity Level 1 cases and des nt include Hardware Rt Cause Analysis. The respnse bjective fr the delivery f the technical Rt Cause Analysis reprt is twenty (20) business days after the Rt Cause has been identified. Rt Cause Analysis Crdinatin: Dell EMC Persnnel will versee the develpment and executin f the Rt Cause Analysis reprt and will crdinate effrts with ther Dell EMC Persnnel as needed. Additinally, the Dell EMC Persnnel will crdinate all cmmunicatins with the custmer and ther key Dell EMC Persnnel t prvide a detailed explanatin f the Rt Cause Analysis reprt. Service Request Initiatin: Dell EMC Persnnel will act as the central pint-fcntact fr all Service Request activity fr Service-supprted Prducts and will be available n a 24x7x365 basis. Dell EMC Persnnel will wrk with the Custmer t trublesht, diagnse, reprduce, manage and reslve relevant Service Request activity. Rt Cause Risk Mitigatin Plan: Once the Rt Cause Analysis reprt has been develped, Dell EMC Persnnel will meet with the custmer t determine and validate viable and realistic technical mitigatin, wrkarunds and/r lng term fix ptins. Pririty Access t EMC Engineering: Fr Service Requests that have been prperly escalated t Severity Level 1 status, and when htfixes are required, Dell EMC Persnnel will facilitate pririty access t the apprpriate Dell EMC Prduct Engineering team(s).
Envirnment Optimizatin Engineering Target Cde Cmmunicatin and Upgrade Planning: Dell EMC Persnnel will dcument the custmer's envirnment cde levels and prvide a cmparisn t the engineering recmmended release versin. Dell EMC Persnnel will als prvide assistance in upgrade planning and crdinatin f technical upgrade resurces. Prcess Imprvement Assistance: Dell EMC Persnnel will assist the custmer in reviewing and recmmending imprvements t cre prcesses t help ensure that the custmer meets business cmmitments and benefits frm industry best practices. Change Management Prcess Assistance: Dell EMC Persnnel is available t participate in the custmer s change-advisry bard r ther change frum t help the custmer understand and manage the impact f the prpsed changes. Technlgy-Specific Cde and Cnfiguratin Recmmendatins: Dell EMC Persnnel will maintain a deep technical knwledge f verall custmer envirnment t advise custmer n a cde versin that takes int accunt cde fixes, feature changes and interperability that are imprtant t the custmer. Perfrmance Review and Risk Assessment: Dell EMC Persnnel will evaluate the custmer's envirnment and practively cntact the custmer t prvide specific guidance as it relates t knwn issues and perfrmance metrics that may impact the custmer's envirnment. Accunt-Specific Detailed Technical Upgrade Design: Dell EMC Persnnel will prvide detailed technical upgrade guidance based n technical requirements, business requirements and intercnnected systems. Advcate fr Requested Prduct Features and Functinality: Dell EMC Persnnel will advcate n behalf f the custmer within Dell EMC. Dell EMC Persnnel will wrk clsely with the custmer, key technical subject matter experts, engineering and ther Dell EMC Persnnel t prvide the custmer with the apprpriate utput such as a htfix security patch r a sftware upgrade. Crss-Vendr Technlgy Integratin and Best Practices: Dell EMC Persnnel will maintain a wrking knwledge f third-party prducts that are used within the custmer's envirnment. Dell EMC Persnnel will be available t cnsult with the custmer and the third-party supplier n the Prducts in an effrt t mitigate risk and enhance perfrmance f the Prducts cvered under this Service. Prduct-Specific Cde and Cnfiguratin Recmmendatins: Dell EMC Persnnel will maintain a deep technical knwledge f Prducts supprted by the Service t advise custmer n a cde versin that takes int accunt cde fixes and feature changes that are imprtant t the custmer. CONTACT US T learn mre, cntact yur lcal representative r authrized reseller. Cpyright 2016 Dell Inc. r its subsidiaries. All Rights Reserved. Dell, EMC, and ther trademarks are trademarks f Dell Inc. r its subsidiaries. Other trademarks may be the prperty f their respective wners. Published in the USA 10/16 Service Overview H9607.4 Dell EMC believes the infrmatin in this dcument is accurate as f its publicatin date. The infrmatin is subject t change withut ntice.