Company Administration FAQ

FAQs

What is the difference between a Company Admin and a Partner Admin?
A Company Admin can manage various site, product, and contact features for the organization. A Partner Admin can only administer the Product Alias and Product Level Contacts for products officially assigned to the Support Partner. A Partner Admin can also demote or promote the Partner Admin privilege for other contacts within the same organization.

Who is a Support Partner?
A Support Partner is the service provider for one or more products at a given site.

When should I use a Third Party Contact role?
A Third Party Contact role must be used for external contacts, such as consultants, that your organization wishes to grant access to work on your behalf. This includes the ability to open and manage service requests, use MyService360, and access software on behalf of your organization. Third Party contacts are not employees of your organization and can be identified by the domain of their business email account that is used for their online support account.

I am unable to find a Site ID to add into a Custom Group. What should I do?
Check with your Company Administrator to verify that you have proper access to all of your sites. It may be that your account has been restricted from one or more sites.  Once confirmed that the site is not accessible by your organization, then open an Administrative Request via https://www.dell.com/support/incidents-online/contactus/adm-support and provide your account information and the site ID(s) you are unable to access.

What are the various product level contacts used for?
Your company’s product level contacts are used to identify who to contact when a product must be serviced by a Dell Technologies technical support agent. In a Dial Home Service Request creation, the primary contact is selected automatically. If the primary contact is unavailable, Dell Technologies contacts your company through the Alternate contact. If the Alternate contact also is not available, then the After Hours contact will be used. A product level contact only needs to be specified when a different contact is needed for that product than the default site level contact.

Should I provide product level Contact for products that do not use the Dial Home service?
No, you need not provide product level Contacts for products that do not use the Dial Home service.  Dial Home contacts do not need to be specified for products that are not enabled for this functionality and only are needed when the site-level Dial Home Contacts defaults need to be over-ridden.

I am unable to see some of my products installed on a site. What should I do?
If you are unable to view the products installed on a site, create an Administrative Request via https://www.dell.com/support/incidents-online/en-us/contactus/adm-support and include the following information:

• The page that you are currently viewing
• Information about the products that are missing from your view. 

How can I request Company Administrator privileges?
You can contact an existing Company Administrator in your organization to provide you administrator rights. To view the list of existing administrators for your company, use the View Contacts View Contacts tab within Company Administration.

What is the difference between External and Internal Contacts?
Internal Contacts are employees of your organization. External Contacts are contacts from outside your organization that have been granted access to create and manage service requests for a specific site by one of your company administrators.

What are Inherited sites?
Inherited sites are ones that you are connected to because they are associated to your organization and have the Open security setting.

What is Secured Site Access?
Secured Site Access indicates that an administrator for your organization has provided you access to a site with either the Restricted or Blocked site visibility.

Is there an area where I can see a list of all the restricted sites for which I have requested access?
To view the list of your pending access requests, use the View Contacts/View Pending Requests section within Company Administration.

I requested access to a secured site within my organization, but the request was denied. What should I do?
You must contact a Company Administrator who is assigned for your organization. You can view the list of administrators available for your organization on the View Contacts/Contacts section within Company Administration.

As a Company Administrator, what can I do in the Manage Approvals section?
The Manage Contacts/Manage Approvals section within Company Administration displays the requests that are received for restricted sites submitted by employees in your organization. As an Administrator, you can approve or deny the requests that are displayed in the Manage Approvals section.

What are the different Site Visibility levels that can be assigned to a site?
There are three different Visibility levels that can be assigned to a site.

• Open - accessible to all employees belonging to your organization. Employees within your organization inherit association to all sites within your organization upon registering for a Dell Technologies online account. No maintenance is required as this is the default security level.
• Restricted – access to these sites must be granted by a Company Administrator.  Employees can request such access by going to the View Sites/Company Sites section within Company Administration and clicking on the Request Access button.
• Blocked - 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.

As a Company Administrator, how can I set the Site Visibility level of a site?
To edit the Site Visibility setting, the Company Administrator should:

1. Navigate to the Manage Sites/Company Sites section within Company Administration.
2. Click on the Site ID link from site list you wish to set the site visibility for and select Edit.
3. Click on the drop-down menu for Site Visibility and select the desired value. 
4. Click the Save button to apply the change.