Dell Outlet’s Recommended Support Services

Important Information

Onsite or Advanced Exchange Repair after remote diagnosis?

• Onsite or Advanced Exchange Repair after remote diagnosis (a) Onsite after remote diagnosis is determined by online technician of cause of issue, may involve customer access to inside of system and multiple extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched usually in 1 or 2 business days following completion of remote diagnosis. Onsite service is provided by Dell Marketing L.P., Availability varies. Other conditions apply. (b) Advanced Exchange replaces hardware after remote diagnosis. Customer must return original hardware to Dell according to the rules specified. Advanced Exchange subject to country availability. (c) For complete details about Onsite or Advanced Exchange see 

Premium Support Plus

• In some countries, support after local business hours may be provided in a language other than the local language.
  
  
• Onsite Service after Remote Diagnosis is determination by online technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually in 1 or 2 business days following completion of Remote Diagnosis. Onsite Service is provided by Dell Marketing L.P. Availability varies. Other conditions apply. For complete details about Onsite Service, see dell.com/servicecontracts.
  
  
• Personalized help with software, including email programs, productivity and creativity apps, network functionality, installing peripherals.
  
  
• Premium Support Plus not sold on systems with Windows 10S, Ubuntu or Steam OS. Geographic and service levels vary. See Service Description dell.com/servicecontracts. SupportAssist not available on Linux, Windows 10S, Windows RT, Android, Ubuntu or Chrome based products.
  
  
• SupportAssist automatically detects and proactively alerts Dell to: operating system issues, software upgrades, driver updates and patches, malware, virus infected files, failures of hard drives, batteries, memory, internal cables, thermal sensors, heat sink, fans, solid state drives and video cards. Predictive analysis failure detection includes hard drives, solid state drives and batteries.
  
  
• Claims based on May 2017 Principled Technologies test report commissioned by Dell comparing Dell Basic Hardware Service to Premium Support Plus with SupportAssist Technology. Testing conducted in the United States. Actual results will vary. Full report: https://facts.pt/sk4vHh.
  
  
• Based on internal analysis April 2017. Some features are not available on all products.

Disclaimers

¹Accidental Damage Service: Service is only available during the term for Dell’s limited hardware warranty or upgraded service contract, and excludes theft, loss, and damage due to fire, flood or other acts of nature, or intentional damage. Customer may be required to return unit to Dell. Limit of 1 qualified incident per contract year. For complete details, consumers visit Dell.com/servicecontracts (https://www.dell.com/learn/us/en/uscorp1/campaigns/global-consumer-service-contracts) and commercial customers visit: Dell.com/servicecontracts (https://www.dell.com/learn/us/en/uscorp1/campaigns/global-commercial-service-contracts).

²On-site service or Advanced Exchange Service after remote diagnosis
(a) on-site service after remote diagnosis is determined by the online technician, and may involve customer access to the inside of the system and multiple extended sessions. If the issue is covered by the Limited Hardware Warranty and cannot be resolved remotely, the technician and/or replacement part will be dispatched, usually in 1 or 2 business days, following the completion of the remote diagnosis. On-site service is provided by Dell Marketing L.P; Availability varies. Other conditions apply.
(b) Advanced Exchange Service repairs or replaces hardware after remote diagnosis. The customer must return the original hardware to Dell according to the rules specified. Advanced Exchange Repair is subject to country availability.
(c) For complete details about On-site Service or Advanced Exchange Repair, see dell.com/servicecontracts.

³Software support with collaborative 3rd party assistance.

⁴Available for ProSupport Plus customers with 500 or more ProSupport Plus systems.

⁵Based on a Principled Technologies test report, “Dell ProSupport Plus with SupportAssist warns you about hardware issues so you can fix them before they cause downtime” dated April 2019. Testing commissioned by Dell, conducted in the United States. Actual results will vary. Full report: http://facts.pt/0xvze8. Hardware issues detected by SupportAssist include hard drives, solid state drives and batteries.

⁶Hard drive retention is not available on models with a soldered hard drive, Chromebooks or Venue tablets, except the Venue 11 Pro.

⁷SupportAssist not available on Linux, Windows RT, Ubuntu or Chrome based products. SupportAssist automatically detects and proactively alerts Dell to: operating system issues, software upgrades, driver updates and patches, malware, virus infected files, failures of hard drives, batteries, memory, internal cables, thermal sensors, heat sinks, fans solid state drives and video cards. Predictive analysis failure detection includes hard drives, solid state drives and batteries.

⁸Based on a Principled Technologies test report, “Spend Less Time and Effort Troubleshooting Laptop Hardware Failures” dated April 2018. Testing commissioned by Dell, conducted in the United States. Actual results will vary. Full report: http://facts.pt/L52XKM

⁹Software support with collaborative 3rd party assistance.