Service Description

Basic Hardware Service

A. Service Overview
Basic Hardware Service (“Service(s)”) provides technical support options, service parts and related labor services to repair
and/or replace defect(s) in workmanship occurring within the hardware warranty period applicable to Customer’s Supported
Product(s) (“Qualified Repair(s)”).

B. Terms & Conditions Overview

This agreement (“Agreement” or “Service Description”) is made between the customer (“you” or “Customer”) and the
Dell entity indentified on Customer’s invoice. By purchasing these Services (as defined herein) from Dell, Customer agrees
to be bound by all terms and conditions set forth in this document. Customer agrees that renewing, modifying, extending or
continuing to utilize the Services beyond the initial term is subject to the then-current Service Description available for
review at www.Dell.com/ServiceContracts.
This Service is provided pursuant to Customer’s separate signed master services agreement with Dell or, in the absence of
such agreement, Dell’s Customer Master Services Agreement (“CMSA”), which can be obtained at
www.Dell.com/ServiceContracts and incorporated by reference in its entirety herein.

C. Support Services
This Service provides technical support options, service parts and related labor services to address Qualified Repairs. The
applicable service response level is identified on Customer’s order acknowledgement, invoice or receipt for the Supported
Product(s). Available service response levels vary by Customer location and may include the following:
 Return for Repair Services: Mail-In Service (MIS), Carry-In Service (CIS), Collect and Return Service
 Parts Only Service
 Next Business Day Onsite Service (NBD)
 Advanced Exchange Service

1. Contacting Dell for Technical Support

All Basic Hardware service offerings, except Parts Only Service, are entitled to the following technical service and
support:
 Telephone support services, which provides hardware troubleshooting during local business hours excluding
local national holidays.
 Technical support services through instant online chat and e-mail.
Note: Service offerings may vary by geographic region. For Supported Products purchased from a Dell reseller,
Customer may contact Dell or their Dell reseller to identify the applicable service response level for Customer’s
Supported Products.
Low-Urgency Technical Service Resolution: For issues that are of low urgency and for self help resolution, please
consider contacting Dell technical support service through instant online chat or e-mail available at
www.support.dell.com.
Telephone-Based Resolution: Basic Hardware Service Technicians (“Dell Technicians”) are available by telephone
during local business hours Monday-Friday, excluding local national holidays. Local telephone support numbers are
available at www.support.dell.com.
Before contacting Dell, please have the following available:
 Service Tag, Express Service Code and Model Number of the Supported Product.
 A description of the problem and any troubleshooting steps taken prior to calling Dell.
 The case number if one has already been assigned through prior contact with Dell.
 Physical access to the Supported Product during the troubleshooting process.
The Dell Technician will also verify the service level for the Supported Product and assist Customer with a series of
troubleshooting steps to help diagnose the issue. The Dell Technician may ask that the Customer open the product
case, remove hardware, manipulate software or perform other diagnostic activities.

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 If the Supported Product is no longer within its applicable hardware warranty term or the issue is outside the scope of
this Service, diagnosis and remedy of the issue may still be available, but at an additional fee.
2. Service Parts & Related Labor Services
Regardless of the service response level purchased, some component parts are specifically designed for easy
Customer removal and replacement. Such parts are designated as Customer Self Replaceable (“CSR”). If during
diagnosis, the Dell Technician determines that a Qualified Repair can be accomplished with a CSR designated part,
Dell will ship the CSR designated part directly to the Customer. The freight method used to ship the CSR part is based
on the level of service purchased by the Customer. Service parts for customers with “Next Business Day Service” will
be shipped via a next business day freight method. Service parts for customers with “Return for Repair Service” will be
shipped via ground freight service.
Once the Dell Technician has determined whether it is necessary to replace a part or return the system, the Customer
will be informed of the next steps to take. Depending on the service level that was purchased by the Customer, the
following options will apply:
a. Return for Repair Service Options
There are three types of Return for Repair service: Mail-In Service, Carry-In Service or Collect and Return Service.
 Mail-in Service (MIS)
Mail-in Service is initiated by calling Dell technical support as outlined above. During diagnosis, the Dell
Technician will determine if the issue requires that the Supported Product be sent to a Dell-designated repair
center to support a Qualified Repair. Typical cycle time, including shipping to and from the repair center, is 10
business days from the date Customer ships the Support Product to Dell.
 Carry-In Service (CIS)
Carry-In Service is a “drop-off” service initiated by calling Dell technical support as outlined above. During the
telephone-based troubleshooting process, the Dell Technician will diagnose whether a hardware fault is the
issue: If so, then the Customer will be asked to deliver the Supported Product to a Dell-designated repair
center or shipping location (at the Customer’s cost). Standard service hours are local business hours,
available 5 days per week, excluding local national holidays. Qualified Repairs will be performed in
accordance with the response time identified on Customer’s order acknowledgement, invoice or receipt. Once
the Supported Product has been repaired, Dell will contact Customer to make arrangements to retrieve it.
Repair service level agreements may vary by country and city.
 Collect and Return Service
Collect and Return Service is initiated by calling Dell technical support as outlined above. If a Qualified Repair
in the Supported Product is diagnosed and cannot be resolved through telephone-based troubleshooting with
the Dell Technician, a Dell representative will collect your Supported Product and take it to a Dell-designated
repair center. This service method includes labor and the repair or replacement of parts in the main system
unit, including monitor, keyboard and mouse, if not ordered separately.
Qualified Repairs will be performed in accordance to the response time identified on Customer’s order
acknowledgement, invoice or receipt. Once the Supported Product has been repaired, it will be returned to
the Customer. Repair service level agreements may vary by country and city.
Shipping procedures: During diagnosis, the Dell Technician will provide instructions on how to return the product
to the Dell-designated repair center. The Supported Product must be shipped to the address provided by the Dell
Technician and prominently labeled with the “Return Authorization Number”. The Return Authorization Number will
be provided by the Dell Technician. To expedite repair or replacement, enclose a brief description of the issue in
writing. Package the product being returned in its original packaging. If the original packaging is not available, the
Dell Technician may assist by providing packaging; however a fee may apply for this service.
Shipping precautions: Customer should not send manuals, confidential, proprietary or personal information or
removable media such as floppy disks, DVDs, PC Cards, etc. Dell is not responsible for lost or corrupted data,
damaged or lost media or the Customer’s confidential, proprietary or personal information.
b. Parts-Only Service
For Customers with Parts-Only Service, Dell will enable Customer to request replacement parts to support a
Qualified Repair(s). Dell may provide whole unit exchanges rather than the exchange of individual parts, in which
case Dell includes a prepaid shipping container with each replacement part for Customer to use to return the

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 original defective part to Dell. Parts-Only Service does not include telephone-based trouble-shooting or other
types of remote assistance.
c. Next Business Day Onsite Service
For Customers with Next Business Day Onsite Service, during the telephone based troubleshooting the Dell
Technician will determine if an onsite service technician must be dispatched to support a Qualified Repair. For
Next Business Day Onsite Service, a technician will typically arrive onsite the next business day. There are
specific restrictions and terms to this service:
 Technicians are available Monday-Friday from 8:00 am to 6:00 pm local time, excluding local holidays.
 Generally, calls received by Dell before 5:00 pm local time qualifies for next-business day service, however,
regional differences apply. Please contact a Dell Technician to determine the deadline for your location.
 In the event that additional parts/resources are required once the onsite technician is at the Customer’s site,
work may be temporarily suspended until the additional parts/resources arrive.
Missed Service Visit: If the Customer or Customer’s authorized representative is not at the location when the
onsite service technician arrives, the technician cannot complete the required service. When possible, the onsite
service technician will leave a card to let the Customer know that they were there. If this occurs the Customer may
incur an additional charge for a follow-up service call.
d. Advanced Exchange Service
For Customers with Advanced Exchange Service, Dell may ship a replacement product to the Customer’s business
location to support a Qualified Repair. The replacement product will be shipped via ground shipping. In some
instances, at Dell’s discretion, an onsite service technician may also be dispatched to replace/ install the
replacement product. Upon receipt of the replacement product, Customer must return the defective Supported
Product to Dell by taking the defective Supported System to the designated return carrier location within 3 business
days. Should the Customer fail to return the defective item, a fee will be charged.
3. Dell EqualLogic™ Software Updates

Basic Hardware Service for select Dell EqualLogic Supported Products, including the Dell EqualLogic PS Series,
includes both maintenance software updates and the introduction of new features to firmware and core software such
as SAN HQ, Auto Snapshot Manager and the Host Integration Toolkit (for the service period indicated on Customer’s
invoice).

 Patches and Bug Fixes. Dell will periodically release patches and bug fixes to the applicable Enterprise Storage
Software to maintain operating system compatibility and/or database compatibility as well as error corrections
and/or patches necessary to maintain conformance to product documentation for the Supported Product.

 New Software Versions. New software versions or releases of the applicable Enterprise Storage Software are
generally made available by Dell at no additional charge to licensees for Enterprise Storage Software that is
installed on a Supported Product covered by a Dell limited hardware warranty or an applicable annual service or
maintenance contract. New Versions include patches and bug fixes, changes that reflect an expansion or
extension of existing features and changes that present new features, functions or capabilities.

Dell EqualLogic Support Renewal Rates are available at: http://www.dell.com/ProSupport/EQLpricelist

D. Supported Products
Basic Hardware Service is available on select Dell OptiPlex™, Latitude™, Precision™, Vostro™, PowerEdge™,
PowerEdge SC™, PowerVault™, PowerConnect™, Dell EqualLogic™, Dell | EMC Storage Systems™ and select Dell
printers and monitors, which are purchased in a standard configuration. This Service may be available on additional
products. Please contact your Dell sales representative or a Dell Technician for a current list of Supported Products.
Each Supported Product is tagged with a serial number (the “Service Tag”). A separate service agreement must be
purchased by Customer for each Supported Product. For example, a printer purchased with a laptop system is not covered
by the laptop system’s service contract: the printer and the laptop will each need their own service contract. Please refer to
the Service Tag on your Supported Product when contacting Dell for this Service.

E. Customer Responsibilities
1. Authority to Grant Access. Customer represents and warrants that it has obtained permission for both Customer and
Dell to access and use the Supported Product, the data on it, and all hardware and software components included in it,

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 for the purpose of providing these Services. If Customer does not already have that permission, it is Customer’s
responsibility to obtain it, at Customer’s expense, before Customer asks Dell to perform these Services.
2. Cooperate with Phone Technician and On-site Technician. Customer agrees to cooperate with and follow the
instructions given by the Dell Technician and on-site service technicians. Experience shows that most system problems
and errors can be corrected over the phone as a result of close cooperation between the user and the Dell Technician.
3. On-Site Obligations. Where Services require on-site performance, Customer must provide free, safe and sufficient
access to Customer’s facilities and the Supported Product(s). Sufficient access includes ample working space,
electricity, and a local telephone line. A monitor or display, a mouse (or pointing device), and keyboard must also be
provided (at no cost to Dell), if the system does not already include these items.
4. Maintain Software and Serviced Releases. Customer must maintain software and Supported Product(s) at Dell-
specified minimum release levels or configurations as specified on PowerLink for Dell | EMC Storage or EqualLogic™,
or as specified on www.support.dell.com for other Supported Products. Customer must also ensure installation of
remedial replacement parts, patches, software updates or subsequent releases as directed by Dell in order to keep the
Supported Product(s) eligible for this Service.

F. Not Included With This Service:

Hardware Coverage Limitations:
1. SATA hard drives in PowerEdge™, PowerEdge SC™ and PowerVault™ systems carry the lesser of either a 1-year
limited hardware warranty or the length of the limited hardware warranty for the Dell system with which the SATA hard
drive is shipped.
2. Portable computer batteries carry the lesser of either a 1-year limited hardware warranty or the length of the limited
hardware warranty for the Dell computer with which the battery is shipped.
3. A PERC5 or PERC 6 battery may provide up to 72 hours of controller cache memory backup power when new. Under
the 1-year limited hardware warranty, Dell warrants that the battery will provide at least 24 hours of backup coverage
during the 1-year limited hardware warranty period.
4. Projector lamps carry a 90-day limited hardware warranty.
5. The limited hardware warranty for monitors purchased independent of a system lasts for the time period indicated on
your packing slip. Monitors purchased with a system are covered by the system limited hardware warranty.
6. Other add-on hardware carries the longer of either a 1-year limited hardware warranty for new parts and a 90-day
limited hardware warranty for reconditioned parts or, for both new and reconditioned parts, the remainder of the
warranty for the Dell computer on which such parts are installed.
Additional hardware coverage limitations may apply. Service offerings may be available to extend these limitations for an
additional fee. Please see www.Dell.com/Warranty, your invoice or contact a Dell Technician for more details.
Service Coverage Limitations:
1. Operating system software how-to assistance
2. Database assistance
3. Media replacement for non-Dell branded software (for example, Microsoft® Office) or for software that Dell no longer
ships with new Supported Products
4. Assistance with configuration, optimization, installation, relocation or upgrades
5. Global Command Center mission critical monitoring
6. Emergency dispatch or Customer determined incident severity levels
7. Case Management or escalation management
8. Warranty, repair or any other type of service requested for non-Dell products (unless as otherwise stated)
9. Accessories, operating supplies, peripherals or parts such as batteries, frames and covers
10. Any recovery or transfer of data

G. Important Additional Information

1. Commercially Reasonable Limits to Scope of Service. Dell may refuse to provide Services if, in its opinion,
providing the Services creates an unreasonable risk to Dell or Dell’s Service providers or is beyond the scope of
Services. Dell is not liable for any failure or delay in performance due to any cause beyond its control. Service extends
only to uses for which the Supported Product was designed.
2. Optional Services. Optional services (including point-of–need support, installation, consulting, managed, and
professional, support or training services) may be available for purchase from Dell and will vary by Customer location.
Optional services may require a separate agreement with Dell. In the absence of such agreement, optional services
are provided pursuant to this Agreement.
3. Assignment. Dell may assign this Service and/or Service Description to qualified third party service providers.

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4. Cancellation. Subject to the applicable product and services return policy for Customer’s geographic location,
Customer may terminate this Service within a defined number of days of Customer’s receipt of the Supported Product
by providing Dell with written notice of cancellation. If Customer cancels this Service within that period, Dell will send
Customer a full refund less the costs of support claims, if any, made under this Service Description. However, if that
period has transpired since Customer’s receipt of the Supported Product, Customer may not cancel this Service except
as provided by an applicable state/country/province law which may not be varied by agreement.
Dell may cancel this Service at any time during the Service term for any of the following reasons:
 Customer fails to pay the total price for this Service in accordance with the invoice terms;
 Customer refuses to cooperate with the assisting technician or on-site technician; or
 Customer fails to abide by all of the terms and conditions set forth in this Service Description.
If Dell cancels this Service, Dell will send Customer written notice of cancellation at the address indicated on
Customer’s invoice. The notice will include the reason for cancellation and the effective date of cancellation, which will
be not less than ten (10) days from the date Dell sends notice of cancellation to Customer, unless state law requires
other cancellation provisions that may not by varied by agreement. IF DELL CANCELS THIS SERVICE PURSUANT
TO THIS PARAGRAPH, CUSTOMER SHALL NOT BE ENTITLED TO ANY REFUND OF FEES PAID OR DUE TO
DELL.
5. Term and Renewal. Customer will receive Services for the term indicated on Customer’s Dell invoice. Prior to the
expiration of the service term, Customer may be entitled to extend the term depending on available options then in
effect and in accordance with Dell’s then-current procedures.
In addition, Dell may, at its option, propose to renew this Service by sending Customer an invoice to renew the
Services. Customer may, at its option (where permitted by law), agree to such renewal of the Services by paying such
invoice by the due date. Payment of renewal invoices shall indicate Customer’s agreement to extend the term of this
Service. By renewing this Service, Customer agrees that the then-current terms will apply to the renewal period. If
Customer elects not to pay a renewal invoice, Services will be discontinued as of the expiration date set forth on the
original or last paid Customer invoice.
6. Geographic Limitations & Relocation. This Service will be delivered to the site(s) indicated on the Customer’s
invoice. This Service is not available at all locations. Service options, including service levels, technical support hours
and onsite response times will vary by geography and certain options may not be available for purchase in Customer’s
location. Dell’s obligation to supply the Services to relocated Supported Products is subject to local service availability
and may be subject to additional fees, and to inspection and recertification of the relocated Supported Products at
Dell’s then current time and materials consulting rates. Customer will provide Dell with sufficient and safe access to
Customer’s facilities at no cost to Dell for Dell to fulfill Dell’s obligations.
7. Service Parts.
a. Service Parts Installation. Regardless of the service response level purchased, some component parts are
specifically designed for easy Customer removal and replacement: such parts are designated as Customer Self
Replaceable (“CSR”). If during the troubleshooting and diagnosis, the Dell technical support analyst determines
that the repair can be accomplished with a CSR designated part, Dell will ship the CSR designated part directly to
the Customer. CSR parts fall into two categories:
 Optional CSR parts. Optional CSR parts are designed for simple installation by Customer; however,
depending on the type of service that was purchased with the Supported Product, Dell may provide an onsite
technician to replace the parts.
 Mandatory CSR parts. Mandatory CSR parts are designed for simple installation by Customer and Dell does
not provide installation labor services to install Mandatory CSR parts. If the Customer requests that Dell
and/or the Dell Authorized Reseller replace these parts, the Customer will be charged a fee for this service.
b. Whole Unit Replacement. If the analyst determines that the component of the defective Supported Product is one
that is easily disconnected and reconnected (such as a keyboard or monitor), or if the analyst determines that the
Supported Product is one that should be replaced as a whole unit, Dell reserves the right to send Customer a
whole replacement unit. If a Dell technician delivers a replacement unit to Customer, Customer must relinquish the
defective System or component thereof to the Dell technician, unless Customer has purchased Keep Your Hard
Drive for the affected system in which case Customer may retain the respective hard drive(s). If Customer does not
relinquish the defective unit to the Dell technician as required above, or if (in the event the replacement unit was
not delivered in person by a Dell technician) the defective unit is not returned within ten (10) days, Customer
agrees to pay Dell for the replacement unit upon receipt of invoice. If Customer fails to pay such invoice within ten

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 (10) days after receipt, in addition to any other legal rights and remedies available to Dell, Dell may terminate this
Service Description upon notice.
c. Parts Stocked. Dell currently stocks parts in various locations throughout the world. Selected parts may not be
stocked in the location closest to a customer’s site. If a part that is needed to repair the Supported Product is not
available from a Dell facility near the customer’s location and must be transferred from another facility, it will be
shipped using overnight delivery. 2-Hour and 4-Hour parts locations stock mission critical components of the
system, as determined by Dell. A mission critical component is one, which upon failure, may prevent the system
from performing its basic functions. Parts deemed non-critical include, but are not limited to: software, floppy
drives, media drives, modems, speakers, sound cards, zip drives, monitors, keyboards, and mice. In order to
receive 2-Hour or 4-Hour parts, Customer must have purchased a corresponding service contract that supports
mission critical parts delivery and the Supported Product must be located within the supported coverage area
determined by Dell.
d. Service Parts Ownership. All Dell service parts removed from the Supported Product and returned to Dell
become the property of Dell. Customer must pay Dell at the current retail price(s) for any service parts removed
from the System and retained by Customer (except for hard drives from systems covered by Keep Your Hard Drive
service) if Customer has received replacement parts from Dell. Dell uses new and reconditioned parts made by
various manufacturers in performing warranty repairs.
8. Transfer of Service. Subject to the limitations set forth in this Service Description, Customer may transfer this Service
to a third party who purchases Customer’s entire Supported Product before the expiration of the then-current service
term, provided Customer is the original purchaser of the Supported Product and this Service, or Customer purchased
the Supported Product and this Service from its original owner (or a previous transferee) and complied with all the
transfer procedures available at www.support.dell.com. The terms of this Service Description shall apply to the new
owner of the Supported Product. A transfer fee may apply.
Please note that if Customer or Customer’s transferee moves the Supported Product to a geographic location in which
this Service is not available or not available at the same price as Customer paid for this Service, Customer may not
have coverage or may incur an additional charge to maintain the same categories of support coverage at the new
location. If Customer chooses not to pay such additional charges, Customer’s Service may be automatically changed
to categories of support which are available at such price or a lesser price in such new location with no refund
available.

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