MyService360 Service Definitions

Product ID

  Displays the serial number of a hardware product, identification number of a software product, or any other identification number that is used to identify a product.

Product Type

  Classifies the product or a component as hardware or software.

Alerts and Notifications

  Alerts and Notifications display four types of alerts for a product:

• Dell Technical Advisory (DTA) or Dell Security Advisory (DSA)—A DTA or DSA may be applicable for a specific product, product family, or code version. For more information about an advisory, you may contact your service account team or Dell Technologies technical support.
• Contract—Indicates if the warranty status or maintenance contract of the product expires within 180 days or has already expired.
• Code Level Category—Indicates if the code installed on the product must be upgraded.
• Capacity—Indicates the storage capacity as provided by connect home information.
• If there is more than one alert on a Product ID, a number indicating the quantity of alerts is displayed.

Installed Code

  The version of the installed code available in the latest configuration file that is sent by the product to the Dell Technologies backend. But, due to internal processes or incomplete connect-home records, the installed code that is displayed may not match the code that is installed in your environment.

  If the product is unable to contact the Dell Technologies backend, the version of the installed code that is provided by the service account team or an authorized partner is displayed. If you feel the information that is displayed is incorrect, you can contact your service account team or Dell Technologies technical support.

Target Code

  The code version recommended for a product. For multigenerational products or specific configurations, the target code may be a range of code versions.

Connect Home

  Indicates if a product is configured to send service-related issues and connectivity status to the Dell Technologies backend.

Install Base (IB) Status

  Indicates the current installation state of a product based on your installed base records. If you feel the information that is displayed is incorrect, you can contact your service account team or Dell Technologies technical support.

Contract Status

  Indicates if the product warranty or maintenance contract is active. It also indicates if a renewal quote has been provided.

EOPS Status

  Provides information about the End of Primary Support (EOPS) for products. When the primary support ends, an extended support agreement may be required, if applicable. If the extended support agreement is not be applicable, the maintenance support cannot be extended.

• For software products, the dates for End of Primary Support and End of Extended Support are displayed.
• For hardware products with extended support, a link to view is displayed.
• For hardware products that do not have an End of Extended Support date, the End of Primary Support date is displayed.

Site

  Name of the site on which the product is installed.

Site ID

  Unique site identification which is necessary to open service requests

Last Connect Date

  The timestamp of the most recent system-generated event or configuration file that is sent by the product through a connect-home event that has been processed. Your products must have remote connectivity that is established in order to use this feature.

Connect Home Type

  The method used by technical support to receive remote connectivity notifications during a service issue.

Serial Number

  A Serial Number is the product ID, in most instances, where the product has been serialized for product tracking purposes.

Field Change Orders (FCOs)

  FCOs are necessary to update products that are already shipped or exist in your service spares inventory. An FCO may also require corrective actions for critical issues that may affect your business. An FCO must be implemented with the highest priority.

Severity 1 Service Requests (SR)

  A problem that affects you or a workgroup to perform critical business functions.

Service Request Status

  The current state of a service request that is standardized across all online support service center offerings.

TLA Flag

  Indicates whether a system or license is a top-level assembly unit and is used for tracking product hierarchy between parts and models.

Product Family

  Grouping of products from the same product line.

Active Escalations

  A service request with an escalation that is open and currently unresolved.

Trackable Service Events (TSEs)

  A TSE is created to enable a category under which service requests may be opened to initiate and track certain types of service activity for products that are installed on your site.

Connect Flag

  An indicator that determines measurable connectivity by the primary connection type. This indicator suggests opportunities to increase value and security by using Secure Remote Services connections.

Proactive

Install/ Implement

  Includes on-site installation, remote connectivity setup, and test, the addition of physical hardware or customer cabinet before installation or upgrade.

Proactive

Field Change Order (FCO)

  Includes a part replacement, patch load, code upgrade, configuration change, or firmware upgrade.

Proactive

Trackable Service Events (TSE)

  A TSE requires global services to take proactive action with a product.

Proactive

Preventative Maintenance Request (PMR)

  A PMR is designed for long-term remediation, and the CAL may be generated on a recurring, cyclic (generally quarterly) basis with the associated service requests released in batches that coincide with the cadence of the CAL generation.

Proactive

Upgrade

  A software upgrade can include; Patch Load, Code Upgrade, Configuration Change, and/or Firmware Upgrade.

Proactive

Upgrade Funded

  A customer billable software upgrade may include one or more of the following:

• Patch Load
• Code Upgrade
• Configuration Change
• Firmware Upgrade

Proactive

De-Install

  An event that requires complete uninstallation, including remote connectivity removal.

  NOTE: This does not include Erasure Services.

Corrective

Hardware

  An event involving hardware that requires a resource to go to the site.

Corrective

Software

  An event involving software that a resource can resolve remotely.