Included in Platinum Plus, Gold and Silver Enterprise Support packages, core software troubleshooting offers phone-based assistance from expert technicians on PowerEdgeTM servers, PowerVaultTM storage, Dell/EMCTM storage and PowerConnectTM switches. It includes:
Gold and Platinum Plus Enterprise Support customers may have their analyst quickly "warm transfer," or conference-in, a software or network specialist for critical* issues, so you don't have to wait to be called back at a later time by the specialist.
Silver Enterprise Support customers will be called back by a software or network specialist, typically within an hour, for critical*issues.
Basic Enterprise Support does not include software troubleshooting.
Core Operating System and Application Troubleshooting
| Manufacturer | Software Supported |
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| CommVault | CommVault® GalaxyTM * (Must have Gold Enterprise Support ) |
| CommVault | Galaxy Express |
| Dell | Dell Server Assistant |
| Dell | OpenManageTM Applications |
| Dell | OpenManage IT Assistant |
| Dell | OpenManage Server Agent/Administrator |
| Dell/EMC | Navisphere® Manager |
| Dell/EMC | Navisphere Agent |
| Dell/EMC | Navisphere Analyzer |
| Dell/EMC | PowerPath® |
| Dell/EMC | Access LogixTM |
| Dell/EMC | SnapViewTM |
| Dell/EMC | MirrorViewTM |
| Dell/EMC | SAN CopyTM |
| Dell/EMC | VisualSRMTM |
| Dell/EMC | Replication ManagerTM |
| Legato | Legato RepliStor® |
| Microsoft | Microsoft® Application Server |
| Microsoft | Microsoft® Windows Compute Cluster Server 2003 |
| Microsoft | Microsoft Clustering Support |
| Microsoft | Microsoft Commerce Server |
| Microsoft | Microsoft Exchange Server |
| Microsoft | Microsoft Internet Information Server |
| Microsoft | MOM Workgroup Edition (Dell OEM) |
| Microsoft | Microsoft Small Business Server |
| Microsoft | Microsoft SQL Server |
| Microsoft | Microsoft Windows Advanced Server |
| Microsoft | Microsoft Windows PowerApp Web Appliance |
| Microsoft | Microsoft Windows ServerTM |
| Microsoft | Microsoft Windows Web Server |
| Novell | Novell® GroupWise® |
| Novell | Novell NetWare® |
| Novell | SUSE® LINUX Enterprise Server |
| Oracle | Oracle® 9i |
| Oracle | Oracle Application Server 10g |
| Red Hat | Red Hat® Enterprise Linux® |
| Symantec | Backup Exec® |
| VMware | ESX ServerTM |
| VMware | VMotionTM |
| VMware | Virtual Center |
| Yosemite | TapeWare® |
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Collaborative Support with Third-Party Vendors
If the problem is determined to be a third-party vendor issue, Dell will collaborate with select hardware/software vendors to assist with the vendor-led resolution of the issue. Collaborative support does not replace a support contract with the third party-vendor; rather, it provides reasonable coordination and monitoring of the resolution by Dell. Third-party vendors include:
- ADIC
- Altiris
- Avamar Technologies, Inc.
- BMC Software, Inc.
- BridgeHead Software
- Brocade Communications Systems
- CA (ARCserve® )
- Citrix Systems
- CommVault Systems
- Dynamic Imaging
- EMC
- EMC Legato
- Imation
- McDATA
- Meditec
- Microsoft
- MySQL AB
- Novell
- NSI Software
- Oracle
- Plasmon
- PolyServe, Inc.
- QLogic Corporation
- Red Hat
- SAP
- StoneFly Networks
- Topspin Communications
- Symantec
- VMware
- Yosemite Technology
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Exclusions from Coverage
Core software troubleshooting support does not include the following types of support:
- Any product version not currently supported by the manufacturer, vendor or partner
- Basic support contracts
- Configuration, optimisation, or installation assistance
- Non-Dell hardware, or software applications not explicitly named herein
- Any on-site services
- Remote or on-site training assistance
- Remote administration of Dell systems
- Scripting, programming, database design/implementation or Web development
- Recompiled kernels
- New-release partner products where Dell may not have established expertise
- Custom applications, functions or assemblies created with Visual Studio or other development applications
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