Dell ProSupport Networking Support Capabilities Update Sales Training
This training session provides an overview of Dell ProSupport networking support capabilities, focusing on aligning with industry standards. Participants will learn to discuss networking support needs, understand ProSupport differences, and explore Dell's service portfolio. The session covers expert support for integrating new technology, features at-a-glance, and various support services provided by Dell. By the end, attendees will have a comprehensive understanding of Dell ProSupport offerings in the networking domain.
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Presentation Transcript
Dell ProSupport: Networking support capabilities update Sales training
Training objectives The purpose of this training is to provide an overview of the networking support capabilities and structure within the Dell ProSupport model. Additionally, this will align the scope of Dell ProSupport to industry leaders for networking support. By the end of this training session, you should walk away knowing you can: Discuss networking support needs, and why Dell Understand ProSupport for the networking environment and distinguish its differences with competitors Dell - Internal Use - Confidential Confidential Dell Support Services 2
Support Services portfolio Networking support Protection Services Accidental Damage Extended Battery Service Keep Your Hard Drive Certified Data Destruction Hard Drive Data Recovery Hardware Support Basic Service Dell ProSupport Multivendor Hardware Support Mission Critical Specialized Onsite Services Advisory Services IT Advisory Services Remote Advisory Services Proactive Maintenance Software Support Dell ProSupport Software subscription offers and support Dell - Internal Use - Confidential 3 Confidential Dell Support Services
Dell ProSupport - Networking support Expert support to help manage the complexities of integrating new networking technology into your customers environment. Single Point-of-Contact for support Direct access to expert phone support available 24x7 Configuration assistance and performance troubleshooting Software updates and patches for select titles Management and monitoring via the Global Command Center Leverage our global scale and skill Beyond break-fix Shift downtime into uptime Dell - Internal Use - Confidential Confidential 4 Dell Support Services Dell Support Services
Networking support Features at-a-glance Power on device and management of IP Address Installation and activation of licenses Configuration Problem Assistance including explanation of networking features, troubleshooting configuration issues; answer syntax questions Best Practice Recommendations as defined by Dell/Industry Troubleshoot and diagnose performance degradation based on documented specs Best effort interoperability with non-Dell specific devices Networking support is: ProSupport is enhanced with additional networking capabilities Customer training Initial installation, implementation and/or design Network & feature design and approval Performance tuning, system optimization, feature implementation or other similar services Proof of Concept or Consulting Software recommendations CLI scripting Tuning Troubleshooting dropped packets on non-Dell equipment Security policy or design recommendations, intrusion protection, ACL configuration Networking support is not: These items are NOT included, nor in the scope of traditional ProSupport Dell - Internal Use - Confidential Confidential Dell Support Services 5
Networking support Competitive coverage overview (Gartner / IDC Analysts) Cisco SmartNet HP Support Plus 24 Dell ProSupport Features, per device 7x24x365 Hardware and Software Support L1/L2 Support Onsite Part Replacement Software updates / patches L3 Support Configuration Problem Assistance / Performance Troubleshooting Installation / Deployment Services * Implementation / Step by Step Services * * Cisco leverages its channel to deliver these features; thus, there is probably a perception this is included as part of SmartNet, when in reality these are bundled by the channel Delivered by OEM Delivered by Channel /Partner Not covered by Support contract Dell - Internal Use - Confidential 6 Confidential Dell Support Services
Networking support Global technical support footprint Limerick, Ireland Kawasaki, Japan Round Rock, TX Xiamen, China Penang, Malaysia 5 ProSupport Global Command Centers Managing 160+ product, system and solution engineers and consultants. Managing 3K+ quarterly networking cases, with over 90% CE in most countries. Monitoring 14 regional call centers, 4 domain expert centers, and 5 product expert centers. Over 600K Network ASUs, with direct support in 102 countries. Dell - Internal Use - Confidential 7 Confidential Dell Support Services
Networking support Advanced training Past FY13 FY14 Q4FY12 Advancements Engineering Certificates (Cisco, Aruba, Juniper, Brocade, SonicWall) 50+ 547 1000+ Advanced Broadcom training Architect Certificates (CCIE + JNCIE) Advanced Aruba wireless training 0 4 8 Supported O/S 3 8 10+ 66 new global networking certifications Advancement Training 1 wk 10 wk 12 wk GSS lab expansion for Networking (Brocade, Juniper, Aruba, Force 10, and PowerConnect) Annual Training (NPI/Vitality) 1 wk 2 wk 3 wk *Dell only, Force10 not included Dell - Internal Use - Confidential 8 Confidential Dell Support Services
Networking support Frequently Asked Questions Dell ProSupport networking support FAQs How did we determine what to include for configuration assistance as part of the ProSupport contract? We determined the scope based on information that we have had with networking experts from Gartner and IDC. We compared the scope above to what our competitors, such as Cisco, Juniper, and HP, do as part of their support contract. We also received input from our Force 10 team. What if a customer wants Dell to install the device or walk them through an implementation of a feature across their environment? Installation, Deployment and Implementation services are not part of a support contract due to complexity and the time it takes to do it correctly. Dell has Remote Installation Services (RIS), Onsite Deployment and Remote Advisory Services (RAS) for those customers that have this need. Also, we have found from our conversations with analysts that Cisco does not include this as part of SmartNet; they would advise the customer to reach out to their resellers to get complete. Dell - Internal Use - Confidential Confidential 9 Dell Support Services
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