GLOBAL SPONSORS

ProSupport … innovation that helps you work smarterMaximize data center productivity with expert support backed by

proactive, predictive tools

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D e l l E M C S e r v i c e s p u r p o s eTo provide customers & partners with efficient & effective business outcomes through strategic guidance & technology expertise

PCs – TABLETS - SERVERS – STORAGE – NETW ORKING – CONVERGED INFRASTRUCTURE – SOFTWARE – SOLUTIONS

E M CD e l l

BetterTogether

CLOUD

SERVICES

CONSULTING

SERVICES

MANAGED

SERVICES

Dell EMC Services - Portfolio

© Copyright 2016 Dell Inc.2

SUPPORT

SERVICES

EDUCATION

SERVICES

TECHNOLOGY &

DEPLOYMENT

SERVICES

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ProSupport Enterprise SuiteExpertise and technologies that accelerate your IT transformation

ProSupport

Comprehensive 24x7 support

ProSupport Plus

Proactive and predictive support for critical systems

ProSupport One for Data Center

Flexible support for large and distributed data centers

Basic

Business hour support

Tools and technologies that help you work smarter

SupportAssist TechDirectESRS MyService360

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ProSupport Plus for EnterpriseProactive and predictive support for critical systems

Benefits:

• Adopt complex technologies with confidence by relying on our experts

• Improve performance and stability with automated proactive and

predictive recommendations

• Maximize workload availability with automated support enabled by

SupportAssist and Secure Remote Services

Manage & Support

Experts• Designated Technology Service

Manager

• Priority access to ProSupport Plus engineers

• Collaborative 3rd party support

Insights• Proactive and predictive issue detection

• Assessments and performance recommendations

• System maintenance

Ease• Hypervisor, operating

environment and OS support

• Automated case creation with notification

• Support for up to 7 years

© Copyright 2017 Dell Inc.

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We live in a connected world

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TechDirect

Tools and technologies that help you work smarter

SupportAssist and ESRS

EaseInsightsExperts

MyService360TM

• Proactive monitoring

• Automated issue detection,

notification and case creation

• Powers issue prevention and

optimization recommendations

• Instant insights into the health of

your global environment with a

real-time heads-up display

• Take action from clear,

prescriptive recommendations

and personalized 3600 views of

your install base

• Optimize your hardware and

software enterprise experience

with historical trending and

analysis

• Streamline support management

by requesting support and self-

dispatches

• Connect your help desk to our

support systems using the

TechDirect APIs

• Access certification exams and

resources for staff training

*SupportAssist and TechDirect are available for legacy Dell-warranted products.

MyService360 and ESRS are available for legacy EMC-warranted products. © Copyright 2017 Dell Inc.

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Ensure higher availability and faster resolution with a connected environment

Dell EMC

Technical Support

Dell EMC server, storage

and networking devices

Secure connection and

communication

• Continuous remote monitoring and proactive issue notification

• Automated support case creation

• Dell EMC support will contact you to initiate resolution

• Proactive resolution via remote-in capability for ESRS supported products

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Resolve issues up to 90% faster when connected

Resolve before an issue occurs

Dell EMC

Contacts

Customer

Auto

Case

Creation

Automated predictive supportAvoid failures and downtime

Traditional Support

Connected Support

1 Based on Sep 2015 Principled Technologies Test Report commissioned by Dell EMC. Actual results will vary. Full report: http://facts.pt/1P56lW0

Manualcasecreation

Gather

System

State

ResolveTrouble-

shoot

Verify

service

contract

Customer

contacts

Dell EMC

Traditional manual supportHigher customer effort, longer downtime

Automated proactive supportLess customer effort and downtime Resolve

Dell EMC

Contacts

Customer

!Fault Occurs

Auto

Case

Creation!

Fault Occurs

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SupportAssist

Benefits:

• Improve productivity by replacing manual routines with automated support

• Accelerate resolution, or avoid issues completely, with proactive and

predictive issue detection

• Maximize flexibility with a SupportAssist version for standalone use or with

a management console

Experts• Proactive contact from Dell EMC

tech support

Insights• Proactive issue detection

• Configuration and site validation

• ProSupport Plus recommendation reporting

Ease• Automated issue notification and

case creation

• Collect system state information for support or deployment with one easy to use tool

© Copyright 2017 Dell Inc.

Tools & technologies

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Secure Remote Services (ESRS v3)

Benefits:

• Automated health checks to ensure optimal performance

• 24x7 predictive wellness monitoring and notification for high availability

• Proactive case creation and quicker uptime with remote connect-in

• Complete control over security access and permissions with Policy Manager

Experts

• Remote troubleshooting through the ESRS connection

• Secure, bi-directional pipeline for log, code and file sharing

Insights

• Proactive monitoring to prevent issues

• Remote issue analysis and diagnosis

• Feeds high-value, current data to Online Support and MyService360

Ease

• Customer installable

• No additional hardware or OS licenses required for virtual edition

• Added security with Docker edition for Linux-based systems

© Copyright 2017 Dell Inc.

Tools & technologies

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MyService360TM

A personalized, proactive, and prescriptive services dashboard that empowers customers to take control of their service and support experience.

Benefits:

• ~43% time savings with aggregated views and actionable services data*

• 97% of customers have been able to easily gain insight into the wellness of their global environment*

Insights• Real-time heads-up display with health

and risk scoring and identification

• Proactively take action based on prescriptive recommendations

• Historical trending and analysis

• Transparency from 3600 global enterprise views with drill down capabilities

Ease• Global 24x7 access

• Advanced personalization that simplifies the understanding of their global service experience

• Data exports for further analysis on your desktop

• Responsive design for tablet access

*Benefits based on 2017 survey of select group of global account managed customers. © Copyright 2017 Dell Inc.

Tools & technologies

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TechDirectThe online self-service portal designed by our experts to empower the customer.

Benefits:

• Boost productivity by up to 90%* with the convenient and flexible tool

that makes managing technology, training staff and supporting end

users easy

*Claim made by Host Europe. 90% boost in IT staff productivity achieved through bypassing phone-based ticket management. Read full story.

Insights• Exportable activity reports

• Self-dispatch performance visibility

• Progress tracking for certification competency achievement

• ProDeploy Client Suite deployment status

Ease• Global 24x7 availability

• Centralized online account

• Responsive design for optimal viewing and navigation on any device

© Copyright 2017 Dell Inc.

Tools & technologies

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Accelerating technology adoption and maximizing productivity through global scale and skill

OUR REACH

∙ 121M+ systems supported

∙ 15.5M+ dispatches

∙ Core to edge coverage

∙ 1035 parts distribution centers

OUR PROOF

∙ 94% customer satisfaction rating

∙ Temkin Group CE Excellence

∙ TSIA STAR awards

∙ Microsoft Deployment Partner of the Year

OUR PLACES

∙ 165 countries

∙ 6 Global Command Centers

∙ 12 Centers of Excellence & Joint Solution Centers

∙ 87 technical support sites

∙ 2200 carry-in service centers

Dell EMC Support & Deployment Services

OUR PEOPLE

∙ 55,000+ Dell EMC & partner professionals

∙ Broad & deep technical expertise

∙ 55+ languages

∙ Industry certifications

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Smarter strategies for smarter support

A strategy that allows you to fearlessly adopt new technology gives you

freedom to focus on your business. Having the same enterprise-class

support from Dell EMC across your infrastructure gives you that freedom.

As managing technology gets harder, Dell EMC support is getting smarter.

Go to Dell.com/ProSupport for more information.

The Dell EMC Difference

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Resources

Online

• Customer Service

• ProSupport Learn Pages

• ESRS Community

• SupportAssist Community

Brochure

• ProSupport Enterprise Suite Brochure

• Top 10 reasons to get connected with ESRS

Analyst Reports

• 451 Research on Dell-EMC Combination

• IDC on Dell-EMC merger impact

• Neuralytix on MyServices360

Customer Stories

• Blackpool Hospitals, UK

• Habib’s, Brazil

• Metropolitan College, US

• THK, Japan

• University Health Care, US

Videos

• ProSupport Plus

• ESRS

• MyServices360

• SupportAssist

• TechDirect

Overview

• ProSupport Plus

• ESRS

• MyServices360

• SupportAssist

• TechDirect