Dell Services

For customer care and service and enduser please contact:1-809-444688
For servers,enterprise please contact: 1-809-444-693

Dell is now offering Client and Enterprise Support Services in Israel, which utilize a systematic and well-tried approach that prioritizes service procedure integration, achieving optimal productivity and uptime for Dell server and database systems¹ .

Client Next Business Day On Site

Client RTD

Enterprise Platinum Plus

Enterprise Gold

More Information

Dell Services 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

Response Time

On-site service by certified Dell experts within 4 hours² (8 hours optional)
Implementing emergency measures in critical situations

Service Frameworks

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 ServiceSystem

Dell ServiceSystem^TM 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.

^{1- An authorised Dell Service Provider may be providing the services listed in this document, depending on the region in which you are located. Please see your local service description for more detail.}

^{2- Services may be provided by third-party organizations. After troubleshooting by telephone, a support service specialist may make a site visit if necessary. This depends on staffing and geographical limitations and conditions in the service contract. The service start time depends on the time of day the case was received by the Dell Corporation.}

^{3- If all queries of customers and authorized vendors of Dell services are registered with the ECC the resources for performance testing and the tracking of ECC cases in real time shall be accessible.}