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11058
Clarification regarding entitlement required to use SupportAssist
On the Dell.com SupportAssist page (http://www.dell.com/Learn/us/en/555/services/support-assist?c=us&l=en&s=biz) it states that a ProSupport contract is required to use SupportAssist.
Yet in the Release Notes, it refers to the ability to generate cases for devices with Basic Warranty service contract. Then, in the FAQ document, it states that SupportAssist is available with hardware warranty and ProSupport entitlement on the system.
I'm confused as to what entitlement is required to use SupportAssist. Can someone please clarify?
Thank you,
Sharon
DELL-Nilesh B
8 Posts
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April 1st, 2013 10:00
Hi Sharon,
Yes SupportAssist is a free download and can be installed along with OpenManage essentials for monitoring Dell server, storage and switches. Single instance of OpenManage Essentials and SupportAssist can monitor up to 2000 devices. The features that you get differ for each Dell hardware device you monitor depending on warranty contract on that device.
If the device has only standard warranty, remote monitoring and log collection features are enabled for that device while for devices with ProSupport contract, automatic support case is created in response to hardware faults detected by SupportAssist.
Thanks,
Nilesh
DELL-Prabhat B
24 Posts
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March 28th, 2013 18:00
Hi Sharon,
Thanks for reaching out to us.
The following table provides a comparison of the features available with the Dell Basic Hardware and Dell ProSupport service contracts:
Feature
Basic Hardware
ProSupport
Remote monitoring
Yes
Yes
Automated log and configuration collection
Yes
Yes
Automatic support case creation
No
Yes
Proactive parts dispatch (if required)
No
Yes
Also, you will receive email notification for potential hardware issues reported by devices covered under Basic Hardware service contract.
Please let me know if this answers you queries. Feel free to reach out to us for further clarification.
Thanks,
-Prabhat
forward_thinker
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March 29th, 2013 12:00
Thank you for the response. This information is very helpful. So, it appears that you need either a Dell Basic Hardware service contract or a Dell ProSupport service contract to use SupportAssist.
I'm still confused by one thing though. The SupportAssist FAQ says “available with hardware warranty and ProSupport entitlement on system”. Does this mean that you can install SupportAssist w/standard warranty as well?
Thanks,
Sharon