Dell

Dell Hardware

Dell Technologies (stylized as Dell Technologies is an American multinational information technology corporation founded on 7 September 2016 by Michael Dell and based in Round Rock, Texas. It was incorporated after the merger of the original Dell and the former EMC Corporation, restructuring both companies as re-branded subsidiaries of Dell Technologies, along with several other companies previously owned by them.

Dell Technologies portfolio encompasses different technology industries, including personal computer, servers, smartphones and television manufacturing, computer software, computer and network security, as well as information security services.[8] Some of its subsidiaries and acquisitions include Dell, Dell EMC, Pivotal Software, SecureWorks and VMware.Several of the subsidiaries of Dell Technologies altered their names since leaving the original Dell Inc. and EMC Corporation—Dell Inc. became the legal name of Dell Technologies and EMC Corporation becoming Dell EMC, both becoming subsidiaries. Following the restructuring, Michael Dell, founder of the original Dell Inc., became the chairman and chief executive officer of the new company.

Our Solution

We provide a full break fix solution with all parts and labor included and guaranteed response times. We place great importance in advance preparation so that we have skilled staff in the right place with the right part at the right time. All departments from our call center to our logistical teams are geared for high availability service delivery to meet the most demanding SLAs on a global basis.

Our Credentials

We employ deeply skilled and highly qualified technical staff for all product lines listed and have subject matter experts that assist in complex or unusual issues. With a true “follow the sun” support function we assure that all support tickets are dealt with quickly and efficiently regardless of the time of day or day of week.

Service Description

We provide all parts and labor necessary to restore equipment functionality. Our skilled staff will quickly repair all hardware failures to keep your backup operations running smoothly. Disk retention is included in our contracted maintenance.

We offer a variety of SLAs to provide our clients with a choice based on a consideration of criticality of the equipment, and the cost of service. Our 7x24x365 call center will efficiently dispatch your call for service to responding technical staff.

Service Level Agreements (SLAs)

Introducing:

Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

Dell Hardware

Software Service & Assurance

  • Phone Support – assist with operating system software related issues and troubleshooting
  • Log Analysis – provide in-depth troubleshooting and problem determination
  • Proactive Log Analysis – provide recommendations for system optimization
  • Firmware/Patching & Upgrade – where firmware is entitled to the end user and/or not restricted SSCS will assist in firmware acquisition and OS updates.
  • Remote Alert – for devices that have this function we will redirect the outbound messaging to our alert collection center and monitor the device for errors and alerts.

Firmware Entitlement

There is no restriction on any Dell products. SSCS will facilitate the acquisition and application as needed.

Request A Proposal

If you are interested in a receiving a proposal from us we will need some details about your equipment. You can use the Service Tag usually located on the back or bottom of your device to identify most Dell products. Please copy and paste these numbers into the configuration box or attach the file below. If there are any questions please make contact, we are happy to help.

Just a Partial List of the Dell Hardware We Service