Dell ProSupport

Mission Critical

Get your business up and running in minutes, not hours or days

Dell Understands Time is Money

Every minute of unplanned downtime is lost productivity and quite often, lost revenue. We know reducing
recovery time from days to hours is a must. It’s for these scenarios that Dell offers the Mission Critical option with
Dell ProSupport. Mission Critical is Dell’s most rapid resolution option. You can choose from 2-, 4- or 8-hour
onsite parts and or labor. Rely on Dell’s proven and reliable Critical Situation Process to get you back up and
running fast.

Key Features of Dell ProSupport Mission Critical Option

•Onsite Response – 2-Hour, 4-Hour or 8-Hour onsite service* with 6-hour hardware repair available 24x7, including holidays.
2-hour response is not available on desktops; availability may vary by country

•CritSit Procedures – Severity level 1 issues will be reviewed by Dell and may be nominated for CritSit incident coverage
through Dell Global Command Centers.

•Emergency dispatch – Onsite service technician dispatched in parallel with phone-based troubleshooting when you
declare a Severity level 1 incident.

•Priority production – In the event of a critical situation caused by natural disaster or other event normally excluded from
limited warranty, Dell will expedite production of a new system(s).

•Storage fault monitoring – Alerts from storage fault monitoring helps you maximize uptime by identifying and correcting
potential issues before they occur.

Shift Resources from

Maintenance
to
Momentum.
 Key Features of Dell ProSupport
During critical situation events, Dell Global Command Centers will activate our CritSit Process to help ensure that our expert
resources are mobilized to get you back up and running fast.

Dell’s CritSit Process includes:

A Dell Escalation Manager is assigned to your escalation, from there…
• Dell’s end-to-end Critical-Situation process helps ensure expert resources are mobilized to get you back up and running
fast
• Emergency Dispatch for simultaneous phone and onsite troubleshooting to assist with Severity 1 situations
• Priority Production** to expedite units for critical issues

Fast & focused resolution, during “Critical Situation” events

Customer
0 min 15 min 30 min 45 min 1 hr
Contacts Dell

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Sr. Mgr notified. Within 15 minutes, a At 30 minutes, the At 45 minutes, a Situation Report
CritSat Decision– senior analyst takes Escalation Manager real-time call with released to
Assign Escalation ownership of the sends Global stakeholders. Status stakeholders and
Mgr to own process technical issue notification that Crit- & resolution plan segment leadership
engages analysis Sit in progress, discussed

Dell ProSupport Mission Critical is only available for purchase with

a Dell ProSupport service contract.

For more information about any of our service offerings, please contact your Dell representative or visit
www.dell.com

Applications Business Process Consulting Infrastructure Support

Product and service availability varies by country. For more information, visit www.dell.com/servicedescriptions. *May be
provided by third-party. Technician will be dispatched if necessary following phone-based troubleshooting. Availability varies.
See dell.com/service contracts for details . © 2010 Dell Inc. All rights reserved