SupportAssist for Business PCs Frequently Asked Questions

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• What is SupportAssist for Business PCs?

  SupportAssist for Business PCs is an advanced technology designed to provide automated technical support for Dell PCs. It monitors both hardware and software to address performance issues, prevent security threats, and streamline interactions with Dell Technical Support.

  Based on your service plan, SupportAssist can automatically create support requests for detected issues. Additionally, it optimizes PC performance by removing unwanted files, optimizing network settings, boosting system performance, removing viruses and malware, and identifying available updates.

  SupportAssist securely collects and sends necessary PC information to Dell Technical Support, enabling a more efficient and accelerated support experience. It also gathers telemetry, application experience, health, and security data from your PCs, offering various performance insights depending on your service plan.

• What benefits does SupportAssist offer for my PC fleet?

  SupportAssist helps optimize your PCs by removing unnecessary files, optimizing network settings, enhancing system performance, and eliminating viruses and malware. It also identifies available driver updates for your PCs.

  Additional SupportAssist features include:

  • View all PCs in your fleet, including health, performance, and utilization details.
  • Get recommendations and insights about PC health, security, and application experience for each PC.
  • Create groups to organize PCs efficiently.
  • Perform remote optimizations and manage your PCs.
  • Review and act on recommendations based on scheduled scans or latest telemetry data.
  • Create, manage, and deploy customized catalogs for BIOS, driver, firmware, and Dell application updates.
  • Manage hardware failure alerts for individual sites, groups, or all sites and groups.
  • Create remediation rules to proactively resolve issues or threats on PCs.
  • Track application usage, crashes, and memory utilization to understand performance.
  • View security information and verify the integrity of Dell PC components.
  • Evaluate the effectiveness of the PC fleet using key performance indicators (KPIs).
  • Track, monitor, and review all actions performed on the PCs with a 30-day activity record from SupportAssist, administrators, and technicians.

  For more information about SupportAssist for Business PCs, see the documentation resources and other useful links in Resources.

• What is TechDirect?

  TechDirect is an online portal that enables you to manage your Dell products from a single, centralized platform. It simplifies and streamlines IT operations by providing insights and analytics, educational resources, empowering self-service options, and the capability to manage everything from one dashboard.

• What is the cost of SupportAssist?

  SupportAssist is a free software, but the capabilities vary based on the service plans you have purchased for your PC.

• Should I purchase SupportAssist or the Connect and manage service?

  No, it is not required for you to purchase SupportAssist or the Connect and manage service in TechDirect. However, SupportAssist and the Connect and manage capabilities depend on the service plan that you have purchased for your PC.

• Is proactive and predictive support available in SupportAssist?

  Yes, proactive and predictive support is available for PCs with an active ProSupport, ProSupport Plus, or ProSupport Flex for Client service plan.

• What are the supported capabilities for Basic, ProSupport, ProSupport Plus, and ProSupport Flex for Client service plans?

  For information about capabilities and service plans, see the Connect and manage capabilities and Dell service plans section in the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.

• The service plan on my PC has expired. Will SupportAssist continue to function on my PC fleet?

  If the service plan on your PC has expired, SupportAssist continues to function but with limited capabilities. For information about capabilities and service plans, see the Connect and manage capabilities and Dell service plans section in the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.

• What are the languages supported by TechDirect?

  TechDirect supports 11 languages—Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Korean, Iberian Portuguese, Russian, and Spanish.

• What are the languages supported by the SupportAssist user interface?

  The SupportAssist user interface supports 24 languages—Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, French Canadian, German, Greek, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Russian, Spanish, Swedish, and Turkish.

  NOTE:The users in your organization can view the SupportAssist user interface only if you have enabled the Allow users to open and run SupportAssist on their PCs option on the Connect and manage PCs > Set up and connect > Configure page.