Company Administration - View and Manage Sites & Contacts

 

Company Administration within Online Support gives you a centralized view of company and contact information affiliated with your organization.

It provides users the ability to:

• How to Manage Company Profile Settings (Company Administrator only)
• View or Manage Sites
• View or Manage Contacts

This document provides instructions for the three distinct user types which are as follows:

• Company Administrators - have full capabilities for managing company profile settings, sites and contacts for their respective organizations.
• Partner Administrators - can manage asset-level contacts for companies they support.
• General Users/ Non-Company Administrators - can view sites and contacts for their respective organizations.

A user can be both a Company Administrator and a Partner Administrator.

If you are designated as a Company Administrator for your organization, in addition to viewing the related content, you will also be able to manage sites, products and contacts within your organization.  As the Company Administrator you can change your site preferences and specialized contact roles, and grant access rights.

Accessing Company Administration

To access Company Administration, select Manage Company Information from the account menu on the upper right corner of the Homepage.

 

Alternatively, you can access Company Administration by selecting Dell Preferences and then the Show company administration link.  For Non-Company Administrators, you will only be able to view information and the link will be Show company information.

There are 4 main tabs within Company Administration. Options may vary based upon the user privileges of Administrator vs Non-Administrator users. 

1. Company Profile Settings - includes settings that determine whether new users can automatically register and gain full access or if they must be invited by a Company Administrator.
2. Manage Sites - related actions include setting site dial home contacts, changing the Site Visibility level, as well as assigning and editing CRU preferences for a site.
3. Manage Contacts - related actions include promoting and demoting Administrator users, removing contacts that have left your organization, and granting access rights.
4. Manage Calendars - Create, edit, and view calendars to help manage your Sites' business hours, holidays, maintenance schedules, and more.

Administrator Attributes (Company and Partner)

Your ability to action or administer various data within Company Administration is determined by having the necessary Administrator attribute defined on your user account.

Please note Administrator privileges are only related to the online support company administration data, and do not affect access to other online features such as creating a service request, initiating live chat, accessing software downloads, so forth

• The Company Administrator attribute allows enabled users to manage various site, product or contact features for their organization. This includes the ability to promote or demote other contacts in their organization as Company Administrators, set or manage a site or product’s dial home relationships, and set the Site Security Levels of a Site. 

• The Partner Administrator attribute allows enabled users to edit product dial home contacts for products supported by the Partner company. In addition, they can also promote or demote other contacts in their organization as Partner Administrators.

Note the Partner Administrator attribute is strictly related to Partner Administrator features. In order to administer Company Administrator status and features for their organization, the user must be designated with the Company Administrator attribute.

Requesting Administrative Privileges

Contact an existing Administrator within your organization to request Company or Partner Administrative rights. They are identified within the applicable column when viewing Contacts within the Manage Contacts section, as well as certain Contact tabs within Site Details (Internal Contacts tab).
 

Company Administration

The behavior of the Company Administration page will differ based on the privileges of a Company Administrator, Partner Administrator or Non-Administrator user.

• Company Administrators will see four tabs on the Company Administration page which will include Company Profile Settings, Manage Sites, Manage Contacts and Manage Calendars.
• Partner Administrators will see two tabs on the Company Administration page which will include Manage Sites and Manage Contacts.
• Non-Administrators will see View Sites and View Contacts tabs on the Company Administration page.

Manage Company Profile Settings 

Company Administrators can control how new user registrations for their organization are handled. 

• Open: Allows any user with a valid domain for the organization to register and immediately gain full access.  This is the default setting.
• Restricted: Limits registration to specified users invited by Company Administrators.
• Blocked: Implemented for Partner companies which have a specialized onboarding process.  This option cannot be edited.

View or Manage Sites

From the Manage Sites tab (accessible by Company Administrators or Partner Administrators) or View Sites (accessible by Non-Administrators), you will have the option to view the Company Sites and My Customers' Sites subtabs. Each of these respective subtabs is described below. 

Company Sites subtab (Manage Sites)

 

The Company Sites view displays sites available to you within your organization. Visibility to any sites and products found within the Company Sites tab are automatically granted to you through the Dell Technologies online registration process.

Access is designated by the email domain used during registration, which is associated to a company that has an established relationship with Dell Technologies. Any sites and products affiliated to that company or organization will automatically be available for viewing (inherited) by the user unless site visibility levels have been defined by a Company Administrator by Access Groups.

• Non-Administrator users: 
  • Can access all open sites and also to any restricted sites within their organization, which requires a Company Administrator’s approval for access. 
  • Blocked sites will not be visible to Non-Administrator users. In order for the Non-Administrator user to gain access, they must be explicitly granted access to the site by a Company Administrator.
  • Can request access to a restricted site that the user does not have access to by selecting Request Access. The pending request may be approved or denied within the Company Administrator's Manage Approvals subtab under Manage Contacts.
• Company Administrator users: 
  • Can access all sites including open, restricted and blocked sites within their organization. 
  • In addition, Company Administrators have the ability to change site visibility settings and specify CRU preferences and other settings for customizing service of the sites and other settings for customizing service for the sites.   

Accessing Site Details (Manage Sites > Company Sites > Site Details)

Click on an individual Site ID within the Company Sites list will display detailed settings for the site.

You can manage basic site preferences by the Overview subtab, product preferences by the Products subtab, and contacts for the site by the Contacts subtab.

• Overview - includes the below site preferences:
  • Security Settings
  • Site Dial Home Contacts
  • Onsite Scheduling Contacts
  • Customer Replaceable Unit (CRU) Settings
  • Shipping Information / Shipping Contact
• Products - a list of all products for the site.
• Contacts - includes the following:
  • Internal Contacts - either have default visibility to the site (Open Site Visibility) or a relation has been explicitly granted access to the site for any sites with Restricted or Blocked Site visibility.
  • External Contacts - a list of contacts from other organizations that have been granted a third-party relationship to the site.

 Overview (Manage Sites > Company Sites > Site Details)

The first subtab within Site Details is the Overview tab that includes the various site preferences. 

• Security Settings
• Site Dial Home Contacts
• Site Access Details
• Onsite Scheduling Contacts
• CRU (Customer Replaceable Unit) Settings
• Shipping Information / Shipping Contact

Security Settings (Manage Sites > Company Sites > Site Details > Overview)

Company Administrators can choose to control access to one, many, or all their organization’s sites by applying Site Visibility where appropriate. This is done on a per site basis by clicking on one of the Site IDs in the results grid of the Company Sites tab and selecting Edit.  

As an alternative, the Access Group functionality can be used to provide a more powerful and flexible approach to managing your site security.  To learn more, go to Company Administration - Create and Manage Access Groups.



A site can be defined as one of three distinct Security Levels:

• Open Site - accessible to all employees belonging to your organization. Employees within your organization inherit association to all such sites within your organization upon registering for a Dell Technologies online account. No maintenance is required as this is the default security level.
• Restricted Site - visible in the sites list for all employees in your organization but full access to the site must be requested by the employee and is granted only on a per-request basis. Access to the site must be granted by a Company Administrator within your organization by the Manage approvals subtab within the Manage Contacts tab of Company Administration.
• Blocked Site - only visible to Company Administrators from your organization and users explicitly granted access; sites are hidden from all other users. Access can only be granted when a contact is added directly to the blocked site by a Company Administrator from your organization.

NOTE: All third-party site relationships will retain access to the Site when changing a Site’s Visibility to Restricted or Blocked. Third-party access must be removed manually from the site by Company Administrators.

Specify Security Settings (Manage Sites > Company Sites > Site Details > Overview)

To edit the Site Visibility setting, the Company Administrator should:

1. Browse to the Company Sites tab under Manage Sites.
2. Click on the Site ID link from site list you want to set the site visibility for and select Edit.
3. Click the drop-down menu for Site Visibility and select the wanted value. 
4. Click the Save button to apply the change.

Specify Site Dial Home Contacts (by Manage Sites or Company Sites or Site Details or Overview)

For autogenerated new case creation, Dial Home contacts are used by default for new case creation for self-diagnosis.

You can add Primary, Alternate and After Hours contact respectively for sites within your organization.  After selecting Add Contact, you have the ability to search by First Name, Last Name and email address.  Be sure to save your transaction before moving to another tab or your changes will be lost.

Specify Onsite Scheduling Contacts (Manage Sites > Company Sites > Site Details > Overview)

You can add a Primary and Secondary contact respectively for your organization.  After selecting Add Contact, you will have the ability to search by First Name, Last Name and email address.  Be sure to save your transaction before moving to another tab or your changes will be lost.

 

Specify CRU Settings (Manage Sites > Company Sites > Site Details > Overview)

 

CRUs are specific assemblies, components, or individual parts of designated Dell Technologies equipment that a customer is authorized to self-replace. The CRU program allows customers to replace designated hardware components. In the event of a failure, the customer may replace a CRU by using Dell provided diagnostic tools and/or documentation. Assemblies or components not designated as CRU must be serviced or replaced by Dell or an authorized service partner. 

For a list of the hardware components that are designated as CRU for a specific hardware system, go to the Dell Product Warranty & Maintenance Table.

Company Administrators can specify their CRU preference for any service activity involving CRU eligible parts by the Company Sites subtab under Manage Sites.  Then select the individual Site ID link from the list of sites. 

Customer Replaceable Unit (CRU) Settings: 

• Auto CRU Enabled - all eligible parts will automatically be sent to the shipping address provided. Your shipping contact will not be notified prior to shipment. Note: Shipping contact and address required for enrollment.  
• Always Contact - your shipping contact will always be notified prior to shipment of the eligible part. Note: Shipping contact and address required for enrollment.
• CRU Option Declined - Dell will always contact you to schedule the onsite go to for part replacement.
• Drives Only - disk drive eligible parts will automatically be sent to the shipping address provided. Your shipping contact will not be notified before shipment. Note: Shipping contact and address required for enrollment. 

If the Company Administrator declines to participate in the CRU program, the Onsite Scheduling Contact will be contacted by the Dell Technologies services team to schedule an onsite technician.

Note: Company Administrators will be unable to select CRU preferences for sites that are not supported by the CRU program. The CRU Preference column will display an N/A message to inform them when the program is not available in their region along with a tooltip offering additional information. Sites that are not supported will be supported by an in-country service delivery partner.

Specify Shipping Information or Shipping Contact (Manage Sites > Company > Sites > Site Details Overview)

You can select an existing Site Address as the shipping address or enter a new address along with specifying a shipping contact.    

 
  

Products (Manage Sites > Company > Sites > Site Details > Products) 

The Products tab within Site Details will display all products at the site.  Any asset-specific dial home contacts can be displayed.

Depending on your role, you can view or manage asset-specific roles that are related to your install base. Administrators can set dial home contacts when the contacts for an asset must be different than the default site level dial home contacts.

 

A user can click Show Contacts to view the list of asset-level contacts set for that specific asset. Asset level dial home contacts will be used as the primary contact if and when an automatic service request is created. This designation should only be used when the contact must be different than the site-level dial home contact.
 

• Primary - serves as the primary contact.
• Alternate - if primary contact is not available, the alternate contact can be contacted.
• After Hours - optional contact for weekend or after hours support if different than the primary.

A contact is required to have site level association before they can properly be defined as an asset-level contact. Site association can occur through automatic inheritance, Secured Site access for any Restricted or Blocked sites or be explicitly granted by third-party or Support Partner relationships. 
 

Specify asset-level Contacts (Manage Sites > Company > Sites > Site Details > Products) 

Specific Administrator privileges are required to perform the following tasks:



•    Company Administrators can add or remove product-level contact for any product within their organization unless a support partner is defined on the product.

• Add Contact (Primary, Alternate or After Hours):
  1. Select Show Contacts next to the product for which you would like to update a contact.
  2. Click on the Add Contact option beside the contact role (Primary, Alternate, After Hours) you would like to add.
  3. A pop-up form will appear and allow you to search for a contact by First Name, Last Name or email Address.
  4. From the search results, click Add Contact beside the person you would like to add.
  5. When done, select Save or Cancel to complete your Add transaction.
• Remove Contact (Primary, Alternate, After Hours):
  1. Select the minus icon beside the contact you want to remove.  
  2. When done, select Save or Cancel to complete your Remove transaction.

• When a Support Partner is defined on a product, only a Partner Administrator that is affiliated with the Support Partner can add or remove a Product Level Contact by the My Customers' Sites tab.

A Non-Administrator user will not be able to perform any actions from this view.

Contacts (Manage Sites > Company > Sites > Site Details > Contacts)

The Sites tab will display subtabs for managing Internal Contacts and External Contacts.

 

Specifying Internal Contacts for a Site with a Restricted or Blocked Security Level (Manage Sites > Company > Sites > Site Details > Contacts > Internal Contacts)

 
When viewing the details for a specific site (Site Details), the Internal Contacts tab (within Contacts subtab) represents any Contacts belonging to the same organization to which the user belongs.

When a site has advanced Site Security levels applied (Restricted or Blocked), the Internal Contacts tab will display any standard Non-Administrator users from the same organization that were explicitly granted access to the secured site.

Specifying Internal Contacts for a Restricted or Blocked Site Relationship (Manage Sites > Company Sites > Site Details > Contacts > Internal Contacts)

 

• Add Internal Contact to a Secured Sited (Restricted/Blocked)

A Company Administrator can add internal Contacts from their own organization to sites set Restricted or Blocked site visibility.

To add an Internal Contact to a secured site, a Company Administrator should:

1. Browse to the Internal Contacts tab of the secured site they want to add the internal contact to.
2. Click the Add Contacts button search for contacts by entering first name, last name or email.
3. Click the Add button next to any contact to add the account to the queue.
4. Once satisfied with the internal contacts in the queue, click on Save to run the transaction and grant the internal contacts access to the designated secured site.

• Remove Internal Contact with Access to a Secured Site (Restricted/Blocked)

A Company Administrator can also remove internal contact relationships that were previously granted to sites set with Restricted or Blocked site visibility.

To remove an internal contact from a secured site, a Company Administrator should:

1. Browse to the secured site from which they want to remove the internal contact relationship within the Manage Sites/Contacts/Internal Contacts subtab.
2. Click the remove button next to the internal contact relationship they want to remove from the secured site.
3. When the pop-up confirmation window appears, select "Yes, Remove" or "No" to cancel out of the remove transaction.

Internal Site Contacts for a Site with an Open Visibility Level (Manage Sites > Company Sites > Site Details > Contacts/Internal Contacts)

When viewing the details for a specific site, the Internal Contacts tab (within Contacts subtab) represents any contacts belonging to the same organization to which the user belongs.

When a Site’s Visibility level is set to Open, an Administrator will be presented with internal contacts information within the Internal Contacts tab. Within this view, Administrators can export the list of internal contacts for open sites by the download button option.

Please note the following:

• The Internal Contacts tab is this view is just a display of users that have access.  To make updates to users, Administrators will have to use the Manage Contacts tab.
• The Internal Contacts tab displays users from your entire organization. The majority of situations this properly reflects what users at your enterprise have access to a given site. For situations where a particular user is part of a subsidiary organization and is only provided access to sites within that subsidiary, the site still includes the user in the Internal Contacts tab as they are within the Administrator’s view of their overall organization.

External Contacts (Manage Sites > Company Sites > Site Details > Contacts > External Contacts)

When viewing the details for a specific site (Site Details) the External Contacts tab (within the Contacts subtab) represents contacts from outside the user’s organization who has been granted explicit access to the site. The most common example of such a site relationship is a third-party contact, a user from another company that has been granted access to the assets and service information for that site to provide support for the user’s organization.

Non-Company Administrator users can view, but not manage, contacts listed in this area.

Company Administrators can add or remove contacts in this area.

Add or Remove an External Site Relationship (Manage Sites > Company Sites > Site Details > Contacts > External Contacts)

A Company Administrator can add or remove registered users from outside their organization to a site by the External Contacts tab (within the Contacts subtab). Typically this is seen as a third-party relationship.  If the intended addition is not properly registered with Dell Technologies, they will not be available for association to the site.

• Add an External Contact to a site:

To add an External Contact to a site, a Company Administrator should:

1. Browse to the External Contacts tab of the site they want to add the third-party contact.
2. Click the Add Contacts button.
3. Enter the exact email address of the Online Support user account they want to add as a third party to the site in the Search field.
4. If the user is found and displayed in results; click the Add Contact button next to the record to add the user to the queue.
5. Once the Company Administrator is satisfied with the records in the queue, click Save to perform the addition of the users as third-party relationships to the designated site.

• Remove an External Contact from a site:
• To remove an External Contact, a Company Administrator should:

1. Browse to the External Contacts tab of the site they want to remove the External Contact relationship from.
2. Click the remove button next to the External Contact relationship they want to remove from the site.
3. When the pop-up confirmation window is displayed, select "Yes Remove" or "No" to cancel out of the remove transaction.

 

My Customers' Sites Sub-Tab (Manage Sites)

The second subtab in the View/Manage Sites area is My Customers' Sites.

 

Any sites and products found under the My Customers' Sites tab have had access granted and approved from outside of the user’s company.

The users are granted access for one of the following reasons:

• The user may be a third-party consultant,
• Or an authorized contact to a site that is not yet properly associated within the user’s organization,
• Or have a support partner relationship which is defined contractually to at least one product at the site.

Note users who have third-party or Authorized Contact relationships cannot edit site security level or product level contacts.

 

Accessing Site Details (Manage Sites > My Customers' Sites)

Click the Site ID within the My Customers' Sites list will display detailed settings for the site.  


 
The tabs in the Site Details area are:

• Products - a list of all products under contract for the site.
• Contacts - a list of external contacts not affiliated to the site’s organization that has been granted a relationship to the site a contact from a different company third-party relationship.

Products (Manage Sites > My Customers' Sites > Site Details)

The Products tab within Site Details will display all products properly under contract and related to the site that was selected.

Users without the Partner Administrator attribute will be unable to perform any actions from this view as the products within this tab are outside of their organization.

Depending on your role, you can view or manage asset-specific roles that are related to the Customers' Sites.  Partner Administrators can set dial home contacts when the contacts for a specific asset must be different than the default site-level dial home contacts.

 

Specify Product-Level Contacts (Manage Sites > My Customers' Sites > Site Details > Products)

Specific Partner Administrator privileges are required to perform the following tasks:

• Company Administrators can add or remove a product-level contact for any product within their organization unless a support partner is defined on the product.

 

• Add Contact (Primary, Alternate or After Hours):

1. Select Show Contacts next to the product for which you would like to update a contact.
2. Click the Add Contact option beside the contact role (Primary, Alternate, After Hours) you would like to add.  
3. A pop-up form will display to allow for searching for a contact by First Name, Last Name or email Address.  
4. From the search results, click Add Contact beside the person you would like to add.
5. When done, select Save or Cancel to complete your Add transaction.

• Remove Contact (Primary, Alternate, After Hours):

1. Select the minus icon beside the contact you want to remove.  
2. When done, select Save or Cancel to complete your Remove transaction.

When a Support Partner is defined on a product, only a Partner Administrator that is affiliated with the Support Partner can add or remove a Product Level Contact by the My Customers' Sites tab.

A Non-Administrator user will be unable to perform any actions from this view.

Contacts (Manage Sites > My Customers' Sites > Site Details)

The External Contacts tab displays any Contacts from outside the organization that have been explicitly granted access to the selected site. These contacts include either:

• Third-party consultants, or
• Authorized Contacts who have been explicitly granted access to a site within their own organization as an override to resolve a temporary access issue.  Once resolved, this temporary relationship would be inactivated.

Note: Support Partners have similar site associations that are determined by service contracts. All users associated to the Support Partner will automatically inherit that contractual relationship, so they will not be shown in the External Contacts tab.

You will be unable to perform any actions from this view such as the Add or Remove Contact functions regardless of your Administrator attribute level as the contacts are outside of your organization.
 

View or Manage Contacts 

The View or Manage Contacts section within Company Administration displays all contacts within your organization that automatically inherit visibility to all sites for the organization set to the Open security level.

There are three subtabs within Contacts:

1. Contacts - Manage/View all internal contacts within your organization that inherit sites with Open site visibility.  Administrators can remove contacts that have left the organization and manage administrative rights here.    
2. Access Groups - Applying an access group defines a user’s access to your sites and products. Users not assigned to an access group can access all sites with visibility set to open. Learn more
3. Manage Approvals - Manage access requests from employees of your organization for sites that have Restricted visibility.

 

Promote, Demote or Remove Contacts with Administrator Attributes (Manage Contacts > Contacts)

 

• To grant Company Administrators privilege Promote an Administrator attribute for a particular contact, the Administrator should:

1. Browse to the Manage Contacts area of Company Administration.
2. Within the Contacts subtab, expand the icon with three dots beside a specific internal contact record that does not have a checkmark in the Company Administrator column and you want to promote.
3. Select Promote as Company Admin.
4. A pop-up will appear asking to confirm the choice. Select 'Yes, Promote' or 'No' to complete or cancel the transaction.

• To remove the Company Administrator privilege for a particular contact, the Administrator should:

1. Browse to the Manage Contacts area of Company Administration.
2. Within the Contacts subtab, expand the icon with three dots beside a specific internal contact record that has a checkmark in the Company Administrator column that you want to demote.
3. Select Demote as Company Administrator. 
4. A pop-up will appear asking to confirm the choice. Select 'Yes, Demote' or 'No' to complete or cancel the transaction.

•    Removing a contact:

 

Company Administrators can delete contacts within their own organization should they no longer require access.  Doing so removes access across ALL Dell Technologies secured websites and applications (not just https:///www.dell.com/support), so this should be done only when the contact no longer needs such access, typically when they have permanently left the company.

To delete a contact that has left your organization (and no longer requires access to any Dell Technologies online applications including support, Partner Portal, Education, Licensing, so forth), a Company Administrator should:

1. Browse to the Manage Contacts area of Company Administration.
2. Within the Contacts subtab, expand the icon with three dots beside a specific internal contact record that you would like to remove.
3. Select Remove Contact. WARNING: This will deactivate the account, blocking access to all online resources.  Use this option when someone has left your organization.
4. A pop-up will appear asking to confirm the choice. Select 'Yes, Remove' or 'No' to complete or cancel the transaction.

View Site Relationships and Product Roles (by Manage Contacts or Contacts or Contact Details)

From the Manage Contacts area within Manage Contacts, Company and Partner Administrators can view the details of each internal contact within their organization by clicking the "Last Name" of the contact. Doing so will present the Administrator with the following details:

 

• Site Relationships tab: Displays sites that the contact has access to by inheritance, approved secured site access, or support partner defined access. Third party or any manually applied relationships may not be visible to the Administrator.  Below are the different site relationships.
  • Inherited - sites visible by your organization.
  • Secure Site Access - approved access to Restricted or Blocked sites.
  • Support Partner - for partners, sites with one or more assets supported by your organization.
  • Authorized Contact - exception override access granted.
• Product Roles tab: Displays asset-specific dial home roles for the selected user.

NOTE: Non-Administrators cannot explore details of other internal contacts to view the aforementioned details.

Company Administrators can delete a contact completely (Remove Contact), for example, if a contact is no longer working for the company. In addition, Company Administrators can promote and demote the Company Administrator attribute to any applicable contact within their organization.

Partner Administrators will also be able to promote and demote the Partner Administrator attribute in a similar fashion. If a user has both Company and Partner Administrator attributes, they can promote or demote based on both attributes' purpose.
Non-Administrator users cannot perform any actions from this view.
 

View or Manage Site Access Groups (Manage Contacts > Access Groups)

Access Group functionality provides a powerful and flexible approach for Company Administrators to manage site security.  To learn more, go to Company Administration - Create and Manage Access Groups.

View or Manage Approvals (Manage Contacts > Manage Approvals)

The View or Manage Approvals section in Company Administration presents a list of any pending site access requests related to the user’s inherited sites affiliated with their organization.

For a Non-Administrator (standard user), the area will display any pending requests they themselves requested or any they were submitted for (and are awaiting approval). They will not see any other pending requests that are related to their organization.

In order to see their pending requests, a Non-Administrator and Partner Administrator user should:

• Select the View Pending Requests subtab within View Contacts.
• Once in the area, Non-Administrator (standard users) and Partner Administrator users can view their pending requests.

Company Administrators will be able to see and take action on (Approve or Deny) any request that are made for sites within their organization.

In order to manage requests, a Company Administrator should:

• Select the Manage Approvals subtab within Manage Contacts
• Approve / Deny requests by "Approve" or "Deny" buttons to the right of each Pending request