Platinum Plus Enterprise support provides comprehensive technological support for critically important servers and storage systems, providing the following features:
- Preventive fault-finding measures
- Rapid and precise troubleshooting
- Access to the knowledge and experience of our specialists
|Purchasing ||Orders are made through a Dell Channel Partner. This offer is only valid when purchasing new systems.|
Platinum Plus, Dell's most comprehensive level of enterprise technical support, combines rapid response and resolution of critical faults with a customized account reporting service ensuring fault prevention and maximum system up-time. Dell's Platinum Plus state-of-the-art technical support combines operations performance benchmarking, ECC real-time tracking window and the highest level of reliability.
Relationships and Infrastructure
Operations Performance Benchmarking 3 (new for 2006) from its introduction it has been the only service of its kind in the industry: new advanced management tools and processes (patent-pending), providing the customer unprecedented IT-process tracking facilities, and also a mechanism for continuous system improvement. We provide advanced benchmarking tools to allow customers to compare critical IT system performance metrics with historical results (internal and external peers).
ECC Real-Time Tracking Window 3 (new for 2006): Dell has created a web-interface that provides the customer access to the Enterprise Support Center. This tool allows customers to track the status of incidents in real-time from anywhere in the world, without picking up the telephone.
Additional features include:
- Custom planning, reporting and trend analysis
- Designated Technical Account Managers (TAM)
- Efficient case-handling management by dedicated technical specialists (TAM)
- Detection of system gaps through on-site TAM visits
- Client-defined problem severity
- Enterprise Support Center for crisis management and on-site specialist dispatch
- Priority access to Enterprise Expert Center specialist support
- Case management
- 24x7 technical support by telephone
- 24x7 core software troubleshooting
- Collaborative support with certain third-party vendors.More Details
- Operating system and firmware support and change notification
Dell ServiceSystemTM is a service management system that brings together the technical specialists, processes, tools and infrastructure forming the basis of all Dell Enterprise Support Services, including Platinum Plus Enterprise Support.