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Premium Technical Support (paid service contract during new Dell purchase)
I have been using Dell Premium Technical Support (paid service contract) on an Inspiron laptop for a number of years. Availability is via phone 24/7 depending on the situation, the technician may take remote control to diagnose an issue or to assist with some other activity.
Thinking about an XPS desktop to replace an older desktop. I would like to have the same service as described above if available.
Dell.com offers Pro Support and Pro Support Plus (for a fee). Have read the service descriptions, but not able to determine if these services offer the same coverage as my Inspiron laptop Premium Technical Support.
Thanks in advance,
DELL-JoeyR
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July 9th, 2024 15:47
@richzx14
1. Both offer 24/7 support and remoting in is also available on either service. Contact time is going to be similar to what you would also see with our Premium support line. If you want to see which units only have Premium support, when you first navigate to the XPS desktop options filter to Windows 11 Home. This should only show you configurations with that service option.
Premium: dell-premium-support-cons-sd-US.pdf
ProSupport: Dell-ProSupport.pdf
ProSupport Plus: dell-prosupport-plus-for-pcs-and-tablets-sd-en-amer.pdf
Chino de Oro
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July 7th, 2024 05:02
From what I understand, Dell Premium Support is for consumers systems while Dell Pro Support is for business machines. Respectively for the Plus services.
The Pro Support was/is considered equally and better than Premium Support due to the similar coverage but mostly US based (may have changed in recent years).
DELL-JoeyR
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July 8th, 2024 19:04
Hi richzx14,
As Cinco mentioned both services are similar in that you receive both software and hardware support on mainstream software such as Office and Adobe software. ProSupport is normally a little more expensive as it is targeted to business users and has additional services, they would normally take advantage of. As an individual user you are more than welcome to purchase the service that best suits your needs.
With ProSupport we utilize an in-region service delivery model, meaning service is rendered from one our teams within Canada, the US, Costa Rica, or Panama. With Premium Support service is rendered from one of our global support centers usually in the Philippines or India.
richzx14
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July 9th, 2024 02:31
@DELL-JoeyR
Thank you kindly for your reply. However, I still have open questions which are most important to me.
1) Premium Technical Support availability is via phone 24/7 depending on the situation, the technician may take remote control to diagnose an issue or to assist with some other activity. The XPS desktop I have configured is only offered with ProSupport or ProSupport Plus. I would be happy if Premium Support was offered and would select this.
The 24/7 hours of coverage and the ability to take remote control is still an open question for me. Is this coverage the same with ProSupport or ProSupport Plus? I would be most interested in reading a more detailed description of ProSupport and ProSupport Plus other than the brief description listed on Dell.Com. Is this available?
And is the In-Region support staffed well enough to where there are no call backs or next day replies involved. Using Premium Support for 6 years, I have never had to wait long to have my call answered or a call back being required.
Very pleased with the Premium Technical Support service and I recommend this to all my many friends and neighbors who I assist the with purchasing Dell Laptops or desktops over the years.
richzx14
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July 12th, 2024 02:16
@DELL-JoeyR
Exactly what I needed, many thanks!! Today I ordered XPS 8960 desktop - 14th gen I9-14900K, 64GB, 2TB SSD, NVIDIA GeFiorce RTX 4070 with 4 years ProSupport. Windows 11 Pro. I actually prefer Pro as I have always included it in the past. I am an IT processional (not a tech) 45+ years, 30 years with Unisys in many roles. Retired now. Selected Dell products for many client solutions over for very large projects over the the decades. The Dell Community site was very informative.! Assisting quite a few seniors in my community with configuring and installing Dell laptops/desktops and always have them included Dell Premium Technical Support so they can be self sufficient.