Slide 1: Instructions for Use
INSTRUCTIONS FOR USE REMOVE THIS SLIDE BEFORE PRESENTING TO A CUSTOMER THE FOLLOWING SLIDES ARE INTENDED TO BE USED TO AUGMENT THE DELL TECHNOLOGIES ENTERPRISE SUPPORT SERVICES CUSTOMER PRESENTATION, LOCATED HERE.* PLEASE GO TO THE LINK TO LEARN MORE ABOUT HOW TO BEST PRESENT THIS MATERIAL. * If cli
Slide 2: Introducing ProSupport Plus for Enterprise
Introducing ProSupport Plus for Enterprise Predictive and proactive support for critical systems Benefits: • Adopt complex technologies with confidence by relying on our experts • Improve performance and stability with automated predictive analysis and proactive recommendations • Maximize workload a
Slide 3: Five critical components of ProSupport Plus for Enterprise
Five critical components of ProSupport Plus for Enterprise An assigned Service Account Manager 01 Your #1 support advocate, ensuring you get the best possible proactive and predictive support experience Priority access to specialized support experts 02 Immediate advanced troubleshooting from an engi
Slide 4: With ProSupport Plus, you get our very best
With ProSupport Plus, you get our very best 24x7 Immediate access to specialized support experts NO MATTER WHERE YOU ARE OR WHAT LANGUAGE >6,800 Technical support engineers available around the YOU SPEAK, globe PROSUPPORT PLUS IS THERE TO SUPPORT YOUR >10,500 Certifications held by our technical sup
Slide 5: Experience fewer issues…
Experience fewer issues…* YOUR SERVICE ACCOUNT MANAGER, ALONG WITH OUR PREDICTIVE SUPPORT Up to 31% TECHNOLOGIES, HELP fewer service requests IDENTIFY PROBLEMS BEFORE THEY IMPACT YOUR BUSINESS * Based on an August 2020 internal analysis of service requests from August 2019 to August 2020 for Dell EM
Slide 6: …and we'll respond to and resolve them quickly
…and we’ll respond to and resolve them quickly* Up to 43% WITH PROSUPPORT PLUS, faster response to any service YOUR ISSUES ARE request IMMEDIATELY TRIAGED AND ROUTED TO OUR SPECIALIZED Up to 89% SUPPORT ENGINEERS SO YOU faster response to critical issues CAN QUICKLY GET BACK TO INNOVATING YOUR BUSIN
Slide 7: Overall customer satisfaction with ProSupport Plus
“We resolve issues more quickly with our SAM, and with reports on incidences and dispatches from “Because our SAM has a great Dell Technologies, we can be more understanding of our IT needs 96 proactive in tackling issues before they % and Dell Technologies impact the performance of our > infrastruc
Slide 8: ProSupport Enterprise Suite
ProSupport Enterprise Suite Feature Comparison Basic ProSupport ProSupport Plus Remote technical support 9x5 24x7 24x7 Hardware Hardware Covered products Hardware Software Software Next business day or Next business day or Onsite hardware support Next business day1 4hr mission critical 4 hr mission
Slide 9: Back-ups
Back-ups of920 © Copyright 2021 Dell Inc.
Slide 10: Five critical components: Assigned Service Account Manager
Five critical components of ProSupport Plus for Enterprise An assigned Service Account Manager 01 Your #1 support advocate, ensuring you get the best possible proactive and predictive support experience • Your #1 support advocate, ensuring you have someone who knows you and your business. • Trusted
Slide 11: Five critical components: Priority access to specialized support experts
Five critical components of ProSupport Plus for Enterprise Priority access to specialized support experts 02 Immediate advanced troubleshooting from an engineer that understands the entire Dell Technologies infrastructure solutions product portfolio • Immediate advanced troubleshooting from an engin
Slide 12: Five critical components: 3rd party software support
Five critical components of ProSupport Plus for Enterprise 3rd party software support 03 Single point of accountability for any eligible 3 rd party software installed on your ProSupport Plus system, whether you purchased it from us or not • With most technology vendors, “multivendor support” or “col
Slide 13: Five critical components: Automated, proactive and predictive support
Five critical components of ProSupport Plus for Enterprise Automated, proactive and predictive support 04 Accelerated resolution with predictive monitoring, notifications, automated case creation and proactive response • Remotely monitors systems through leading system management consoles • Accelera
Slide 14: Five critical components: Systems maintenance
Five critical components of ProSupport Plus for Enterprise Systems maintenance 05 Keep your ProSupport Plus systems up to date with installation of latest firmware, BIOS and driver updates to improve performance and availability • Systems Maintenance is included in your ProSupport Plus entitlement a