Dell Launches ProSupport

Dell has launched Dell ProSupport, a global, customer-driven support offering that spans Dell’s commercial product and solutions portfolios. Dell has distilled more than 10 service offerings down to two customisable packages with flexible options for service level and proactive management. With this service, Dell customers can customize and tailor services to fit their technical expertise.

“Our customers and partners asked us to break the mold of 'one size fits all' reactive support to help them meet the needs of increasingly diverse, global, and mission critical IT operations,” said Steve Schuckenbrock, president, Global Services, and CIO, Dell. “Dell listened and acted. ProSupport delivers important new features and capabilities that make it easier to get the right support package at the right time in the right way. ProSupport is an important step forward in enabling our customers and partners to tap into a world-class service delivery capability that end-users need—and toward Dell’s broader vision to simplify IT.”

Dell ProSupport is available immediately to Dell Registered Partners, corporate and small- and medium-size businesses and public organizations. To learn more about Dell ProSupport, please visit www.dell.com/prosupport.

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ProSupport offerings include:

• ProSupport for IT, an offering designed for technical experts, includes 24/7 support options such as Fast-Track Dispatch, a service that speeds resolution for certified IT professionals by quickly dispatching parts and Dell technicians to their location.

For organizations without a dedicated IT department, such as some small- to medium-sized businesses:

• ProSupport for End-Users includes how-to software and collaborative support for common applications and tasks such as Microsoft Windows Small Business Server, Intuit QuickBooks and wireless access configuration. Additionally, direct access to certified technicians in the Dell Expert Center help customers focus on their business, not their IT.

ProSupport goes beyond reactive problem resolution and hardware support to include proactive management. With the right options, customers can reduce technical incidents by as much as 37% and critical downtime by as much as 48% . As organisations increasingly rely upon standards-based equipment to empower people and processes, Dell ProSupport also delivers new levels of quality and choice by offering modular options and recommended solutions to address daily IT challenges. Options for mission critical data centers, mobile/remote sales teams and virtualised environments provide proactive support while helping to simplify everyday operations.