Self-Dispatch & APIs
TechDirect provides the resources, skills and support capabilities required to deliver the services your organization requires. Empower your support team to submit their own requests for replacement parts or connect to existing help desks via our APIs, and watch your productivity jump.
Self-Dispatch
You can get support, order replacement parts, and boost your team’s productivity—all from one place with TechDirect’s self-dispatch service for your in-warranty hardware replacement needs.
Skip the service line with self-dispatch and empower your team to:
- View, create and manage service requests from a single dashboard in TechDirect.
- Boost productivity with self-dispatch and track performance metrics. Our internal analysis shows us that it can take up to 3 minutes to create a self-dispatch request in TechDirect versus an average 27 minutes when you call Technical Support.
- Complimentary technical training for your IT admins and technicians across your PC or infrastructure fleets
- Labor reimbursement options are available to companies that dispatch high volumes of parts.
"We use the TechDirect portal to self-dispatch parts, and it’s cut the time in half that our techs spend repairing devices. SupportAssist technology lets us customize rules to automate manual tasks, optimize performance, and remove viruses and malware." - Amy Remfrey, Director of Technology Support, Phoenix Union High School District.
Read our customer case study. Watch our customer testimonial video.
To get started in self-dispatch you need to complete our certification course(s) before submitting self-dispatch requests. Simply login to your TechDirect account to get started.
If your company dispatches a high volume of parts, our TechDirect labor reimbursement program can help. An annual fee of $1,500 USD is required to participate in the labor reimbursement program. If you are a Third Party Maintainer, a $1,500 USD fee applies for each customer you enroll. Full labor reimbursement details are available at the time of enrollment.
Warranty Entitlements Supported through TechDirect for Client
TechDirect supports various repair service levels including: Returning system for repair, Next Business Day, Same Business Day and 4 Hour service. Products that only have a 2Hr Service Entitlement are not supported in the Self-Dispatch program.
- Basic Hardware Service including Mail in Service, Carry in Service, Collect & Return, Onsite Service and Parts Only
- Premium, Premium Plus
- Dell Care Premium, Dell Care Plus, Alienware Elite Care, Alienware Care
- ProSupport, ProSupport Plus, ProSupport Flex, ProSupport One
- Post Standard Support
- Accidental Damage
- Keep Your Hard Drive/Keep Your Component
- Comprehensive Hardware Support (US K12 Education Market only)
This information is intended to provide a general awareness of Products and Service Contracts supported in TechDirect and is subject to change. Availability of Products and Service Contracts may vary by market. Data Protection is not supported in TechDirect.
Laptops, PCs, and Monitors
- Refer to the table for information.
Product Models Technical Support Self-Dispatch Additional Information Alienware Yes Yes Chromebook Yes Yes Dell Yes Yes Dell Printers Yes Yes Dell Pro Yes Yes Dell Pro Max Yes Limited Availability The following Dell Pro Max desktop models are not supported for Self-Dispatch: FCM1253 and FCT6263 Dell Pro Rugged Yes Yes Dell Small Yes Yes Dell Tower Yes Yes Docking Stations Yes Yes Inspiron Yes Yes Latitude Yes Yes Monitors Yes Yes OptiPlex Yes Yes Precision (Fixed) Yes Yes Precision (Mobile) Yes Yes Tablets (Venue, Venue Pro, XPS, Latitude) Yes Yes Vostro (Fixed) Yes Yes Vostro (Mobile) Yes Yes Wyse Thin Clients Yes Limited Availability Self-Dispatch: fully supported for WYSE 3040, 5070, 5470, 7040. For other models, parts only service option is restricted to external peripherals and faulty whole units must be Returned to Dell Service Center for Repair XPS Yes Yes
Edge Computing
- Refer to the table for information.
Product Models Technical Support Self-Dispatch Embedded Box PCs 3000/5000 Series Yes No Gateways 3000/5000 Series Yes No
Servers
- Refer to the table for information.
Product Models Technical Support Self-Dispatch Additional Information EqualLogic (PS Series) Yes Yes PowerEdge Cloud (C Series) Yes Yes PowerEdge FX2 Yes Yes PowerEdge Modular (M, MX, FX2 Series, VRTX) Yes Yes PowerEdge Rack (R Series) Yes Yes PowerEdge Tower (T Series) Yes Yes Speciality/Industrial (XE/XR Series) Yes Limited Availability* * The following XE models are not supported for Self-Dispatch: XE 8545, 8640, 9640, 9680
Data Storage
- Refer to the table for information.
Product Models Technical Support Self-Dispatch Additional Information Dell EMC ECS No No Legacy Compellent Yes No PowerFlex No No PowerMax No No PowerScale1 Yes No TechDirect options available for PowerScale models that have a Dell Service Tag PowerStore2 Yes No For an enhanced support experience, visit Dell.com/support PowerVault ME/MD/NX/DR/DL/DX/Tape Yes Yes SC Series Yes No SCv Series Yes Yes SCv Self-Dispatch support includes SCv2xxxx, SCv3xxxx series and SC1xxx expansion enclosure Unity XT No No VMAX All Flash No No XtremIO No No
Networking
- Refer to the table for information.
Product Models Technical Support Self-Dispatch Additional Information C, H, S, W, X, Z Series Yes No 3rd party switches (Brocade, Mellanix, Cisco etc) are not supported for Self-Dispatch FORCE10 Yes Yes KVM Switches Yes No N-series Yes Yes PowerConnect Yes Yes SD-WAN / VEP Yes No
Converged or Hyperconverged Infrastructure
- Refer to the table for information.
- Self-Dispatch is fully supported for XC660 FOR NUTANIX HCI 1U, XC750 CORE FOR NUTANIX 2U, XC760 FOR NUTANIC HCI 2U.
Product Models Technical Support Self-Dispatch Additional Information PowerFlex No No Ready Stack No No vSAN Ready Nodes Yes Yes VxBlock No No VxFlex Ready Nodes Yes Yes TechDirect options available for VxFlex models that have a Dell Service Tag VxRail No No XC Family Yes No
Other
- Refer to the table for information.
Product Models Technical Support Self-Dispatch AIM No No KACE Yes Yes Multi Vendor No No Secure Works No No Software No No
Video Links:
- Self-Dispatch Value Proposition
- How to Enroll in Self-Dispatch
- How to add Technicians to your TechDirect account
- How to create groups for your Technicians in TechDirect
- How to register for TechDirect Self-Dispatch Training Course
- How to create Self-Dispatch parts requests in TechDirect
TechDirect APIs
Easily discover, flexibly integrate and securely consume our library of APIs from TechDirect. The APIs (application programming interfaces) in TechDirect are designed to connect customers to Dell Technologies technical support systems through the customer's existing Help Desk. As IT environments become increasingly complex and diverse, Dell Technologies APIs keep technicians in the support system for which they are familiar, minimizing the need for additional training and increasing productivity by consolidating support communications and activities.
From your API dashboard in TechDirect, you can manage existing APIs, request new ones and manage end user permissions. Our APIs are RESTful and leverage industry standard security capabilities, including HTTPS and OAuth authentication. You can invoke our APIs with HTTPs calls and receive response in JSON format. When you’re ready to get started, login to TechDirect and enroll in our API service - we'll provide the software development kits you need to integrate Dell functionality into your environment.
APIs we deliver:
- Check your warranty status: Our Warranty Management API gives you the ability to check the status of service tag warranties by querying up to 100 at one time.
- Technical Support Requests: The Technical Support Request API helps you create, view, manage, upload log files, and update a support request when issues arise.
- Self-Dispatch Support Requests: The Self-Dispatch Support Requests API allows you to self-dispatch replacement parts. *Self-Dispatch Support Request APIs will need to complete the free, online trainings provided through TechDirect before requesting a replacement part dispatch.
- APIs for PC Management: Empower your organization with integrated health and alert data for devices that have SupportAssist.
Technical Support
With TechDirect, you can easily manage all of your authorized users and support requests from a single place. How to get started:
- Register and Enroll. Register with TechDirect and sign up for the service.
- Add your users. Log in as an administrator to add and authorize your users.
- Get help faster. Start submitting service requests from anywhere, at any time.
- Streamline management. See the service requests your team has created and manage them from a single dashboard.
Dell Technologies Partners
Are you a Dell Technologies partner reselling or co-delivering TechDirect services? TechDirect will keep you in the driver’s seat for your customers as you manage their:
- Account set up and contact information.
- Preferred level of access to orders.
- Self-Dispatches and API keys.
- Easily track your progress as you go.