Note: Alienware Care is coming soon in February 2025 and will be available on all new Alienware PC models; older models will continue to be offered Premium Support.
| Feature Comparison | Basic Support | Alienware Care (Premium Support) | Alienware Elite Care |
|---|---|---|---|
| Next Level Gaming Support | |||
| Software support for your gaming needs and everyday PC issues by phone, chat and online. | No | 24x7 | 24x7 |
| We know gaming. Talk directly to our elite Alienware experts, anytime.1 | No | No | 24x7 |
| End-to-end gaming support: install, configure, and optimize settings for smooth gameplay. | No | No | Yes |
| Game-ready driver installation to keep you gaming at peak performance. | No | No | Yes |
| Support for your gaming gear to keep you connected and in the game.2 | No | No | Yes |
| Assistance with system crashes, low frame rates, choppy game play and screen tearing. | No | No | Yes |
| Support Essentials | |||
| Hardware issues? We’re here by phone, chat and online. | Business hours | 24x7 | 24x7 |
| PC repair for your Alienware at home, school or work after remote diagnosis.3 | Varies | 1-2 Business Days | 1-2 Business Days |
| International support that travels with you as you game. | No | Yes | Yes |
| Assistance to back up important files and memories. | No | Yes | Yes |
| Protect your gamer with parental control setup help. | No | No | Yes |
| Repairs for accidents like drops, spills and electrical surges.4 | No | No | Yes |
| Includes Extended Battery Service.5 | No | No | Yes |
| SupportAssist Technology Enabled Features6 | |||
| Monitor your Alienware’s health, performance, and security – all in one spot. | Yes | Yes | Yes |
| AI proactively uncovers issues, informs you, and starts the resolution process. | No | Yes | Yes |
| AI predicts hardware failures early and we’ll send replacement parts. | No | Yes | Yes |
| Clears out viruses and malware to keep you secure. | No | No | Yes |
| Automated PC optimizations that regularly boost performance & network connectivity. | No | No | Yes |
You can check your current warranty status online on the Dell Support website. Reference Dell knowledge base article How to Find Warranty Status and Information for info on checking your computer warranty.
Browse to Contact Dell Technical Support and identify your device to locate the appropriate contact information for your location.
1Designated tech support - Availability may differ outside of North America and is limited to commercially reasonable efforts. For more information, visit www.dell.com/support to determine how to get more assistance.
2Specialized Gaming Accessory Support: only available on specialized accessories purchased from Dell.com like virtual reality headsets, gaming simulators, joysticks, gaming wheels, pedals and cockpit simulators, etc.
3Onsite service after remote diagnosis (a) On-site Service after remote diagnosis is determined by the online or phone 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. The customer must return the original hardware to Dell according to the rules specified. On-site service is provided by Dell Marketing L.P; Availability varies. Other conditions apply. (b) Advanced Exchange Service replaces hardware after remote diagnosis. The customer must return the original hardware to Dell according to the rules specified. Advanced Exchange Service is subject to country availability. (c) For complete details about On-site Service or Advanced Exchange Service, see dell.com/servicecontracts.
4Accidental damage coverage excludes theft, loss, and damage due to fire, flood, or other acts of nature, or intentional damage. Customer must return damaged unit. Limit of 1 qualified incident per contract year.
5Alienware Elite Care provides battery support via warranty coverage for the first year. Extended Battery Service is available in years 2 through 4. Battery support is not available in year 5. Limit of 1 qualified incident. Extended Battery Services is only available on PCs engineered with a battery like laptops. Please see your service description for more details.
6For supported systems and requirements, please refer to our user guide (SupportAssist for Home PCs version for personal use) or administrator guide (SupportAssist for Business PCs version for PC fleet management) and click "supported PCs". Proactive and predictive capabilities depend upon your active service plan and Dell Technologies business rules. For ProSupport Suite for PCs capabilities, view our administrator guide and click "Connect and manage capabilities and Dell service plans". For Dell Care Suite, Premium Support Suite, or Alienware Care Suite for PCs capabilities, view the user guide and click "SupportAssist capabilities and Dell Services plans".
This service will be provided at the location(s) specified on your invoice or order confirmation. Dell is not obligated to offer service for any supported product outside the country or location(s) listed on the invoice or order confirmation. Service options, including service levels, technical support hours, and onsite response times, may vary by region and certain options might not be available in your location.