Secure Connect Gateway capabilities available with Dell Technologies service contracts
The following table provides a comparison of the
secure connect gateway capabilities available with the Basic Hardware, ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contracts.
Table 1. Secure connect gateway capabilities by service contract typeThe following table provides a comparison of the
secure connect gateway capabilities available with the ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contracts.
Capability
Description
Basic Hardware
ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center
Automated service request creation
For devices with Basic support contracts, a service request is created, and you are notified to contact technical support to initiate issue resolution.
For all ProSupport contracts, when a failure is detected, a service request is automatically created with technical support. The technical support team contacts you for remote resolution.
Supported
Supported
Telemetry collections
System state telemetry that is required to troubleshoot issues is collected from managed devices and securely sent to Dell Technologies.
Supported
Supported
Proactive action from technical support
A technical support agent proactively contacts you about the service request and helps resolve the issue.
Not supported*
Supported
Proactive parts dispatch
If an issue is detected in your hardware and requires a replacement to resolve the issue, a service request is created for a replacement. The replacement part is dispatched based on your dispatch preferences.
Not supported
Supported
Predictive detection of hardware failures
Dell Technologies provides predictive detection of hardware failures for servers. If an issue is detected in your hardware and requires a replacement to resolve the issue, a service request is created for a replacement. The replacement part is dispatched based on your dispatch preferences.
Not supported
Supported
* If you have a Basic service contract, you receive an email notification containing case details when an issue occurs. To initiate work on the issue, you must contact Dell technical support. The email includes information about your service request and a reference number that you can provide during your call with support.
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