Service Description
Dell Technologies ProSupport One for Data Center
Introduction
Dell Technologies1 is pleased to provide Dell Technologies ProSupport One for Data Center (the “Service(s)” or “Support Services”)
in accordance with this Service Description (“Service Description”). Your quote, order form or other mutually agreed upon form of
invoice or order acknowledgment from Dell Technologies (the “Order Form”) will include the name(s) of the Product(s)2, applicable
Service(s) and related option(s), if any. For additional assistance, or to request a copy of your governing agreement applicable to theServices (the “Agreement”), contact your Dell Technologies sales representative. For Customers who purchase from Dell under aseparate agreement that authorizes the sale of these Services, the Dell Services Terms & Conditions Supplement 3 also applies tothese Services. For a copy of your agreement with your applicable Dell Technologies reseller, contact that reseller.

ProSupport One for Data Center Requirements
Customer must meet and maintain certain eligibility requirements as a prerequisite for this Service, including:•A minimum install base of no fewer than one thousand (1,000) Dell supported products identified on your Dell Technologies
Quote covered by a current ProSupport One for Data Center (“ProSupport One”) support option or the Customer satisfying Dell
Technologies then current annual revenue requirements for ProSupport One.

•All Dell Technologies Products that are eligible for ProSupport One must be located within the same data center location andcovered by a current ProSupport One support option. No exclusions are permitted.

•

The Customer must have and maintain a centralized support center and help desk to support the data center containing Dell
Technologies Products covered by ProSupport One.

•

Dell Technologies reserves the right to periodically audit the Customer’s adherence to the ProSupport One eligibility
requirements. If Dell Technologies determines that Customer has failed to achieve or maintain the ProSupport One eligibility
requirements, Dell Technologies reserves the right to change the Service and support option covering the Dell Technologies
Product from ProSupport One to ProSupport upon written notice to the Customer.

The Scope of This Service
The features of this Service include:•

Access on a 24x7 basis (including holidays)4 to a senior level Dell Technologies technical support resource from the Dell
Technologies Customer Service and Support organization for troubleshooting assistance of Products.

•

On-site dispatch of a technician and/or delivery of replacement parts to the Installation Site or other Customer business location
approved by Dell Technologies as detailed in the Agreement (as necessary and according to support option purchased) toaddress a Product problem.

•

Access to a remote Service Account Manager (SAM) as specified in this document.

Please review the table below for more details.

How to Contact Dell Technologies if You Require Service
Online, Chat, and Email Support: Dell Technologies website, chat2, and email support available for select products at
www.Support.Dell.com“Dell Technologies”, as used in this document, means the applicable Dell sales entity (“Dell”) specified on your Dell Quote and the applicable EMC
sales entity (“EMC”) specified on your EMC Quote. The use of “Dell Technologies” in this document does not indicate a change to the legal name of theDell or EMC entity with whom you have dealt.
2
As used in this document, “Dell Technologies Products”, “Products”, “Equipment” and “Software” means the Dell Technologies Equipment andSoftware identified on the Dell EMC Product Warranty and Maintenance Table or select products listed on your Order Form associated with such
Product, and “Third Party Products” is defined in your Agreement, or in the absence of such definition in your Agreement, in the Dell EMC Commercial
Terms of Sale, as applicable. “You” and “Customer” refers to the entity named as the purchase of these Services in the Agreement.
3
To review the Dell Services Terms of Sale Supplement, please go to https://www.dell.com/servicecontracts/global, choose your country and select theSupport Services tab on the left hand navigation column of your local country page.
4
Availability varies by country. Contact your sales representative for more information.
1

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Telephone Support Requests: Available on a 24x7 basis (including holidays). Availability may differ outside of the United Statesand is limited to commercially reasonable efforts unless otherwise specified in the applicable Attachment. Visit www.dell.com/support
for a list of applicable telephone numbers for your location.

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SERVICE FEATURE DESCRIPTIONGLOBALTECHNICALSUPPORTONSITERESPONSE

Customer contacts Dell
Technologies by telephone or web
interface on a 24x7 basis to reportan Equipment or Software problem
and provides input for initialassessment of Severity Level*.
Dell Technologies provides (i) a
response by remote means using asenior level Dell Technologies
technical support resource fortroubleshooting assistance based on
the Severity Level of the problem; or(ii) when deemed necessary by Dell
Technologies, Onsite Response as
described below.
Dell Technologies sends authorized
personnel to Installation Site to workon the problem after Dell
Technologies has isolated the
problem and deemed Onsite
Response necessary.

PROSUPPORT ONE—COVERAGE DETAILS
Included.

Included for Equipment only.
Initial Onsite Response objective is based on the option purchased by
the Customer. The options available to the Customer are the following;
either 1) a four-hour service response during the same business day, or2) a service response during the next local business day, during normal
business hours, after Dell Technologies deems Onsite Support isnecessary.
4-Hour Mission Critical On-site Response
Typically arrives on-site within 4 hours after completion of telephonebased troubleshooting.
• Available seven (7) days each week, twenty-four (24) hours each day- including holidays.
• Available within defined four (4) hour response locations.
• 4 Hour parts locations stock essential operational components, as
determined by Dell Technologies. Non-essential parts may be shippedusing overnight delivery.
• Ability to define if the issue is a Severity 1 upon remote supports
initial diagnosis• Critical situation procedures - Severity level 1 issues are eligible forquick Escalation/Resolution Manager and “CritSit” incident coverage.
• Emergency dispatch - onsite service technician dispatched in parallelwith immediate phone-based troubleshooting for Severity 1 issues.
Next Business Day On-site Response
Following telephone-based troubleshooting and diagnosis, a technician
can usually be dispatched to arrive on-site the next business day.
• Calls received by Dell Technologies after local cutoff at Customer site
local time may require an additional business day for service technician
to arrive at Customer’s location.
• Available only on select models of Products.
Onsite Response does not apply to Software and may be separately
purchased.

*Severity Level Definitions
SEVERITY 1 Critical – loss of ability to perform critical business functions and requires immediate response
SEVERITY 2 High – able to perform business functions, but performance/capabilities are degraded or severely limited.
SEVERITY 3 Medium/Low – little to no business impact.

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Dell Technologies provides
REPLACEMENT
replacement parts when deemed
PARTS DELIVERY necessary by Dell Technologies.

Included.
Replacement parts delivery objective is based on the option
purchased by the Customer. The options available to the Customer
are the following; either 1) a four-hour service response during thesame business day, or 2) a service response during the next local
business day, during normal business hours, after Dell
Technologies deems that a replacement part delivery is necessary.
A Same Business Day part is one which upon failure may prevent
the Supported Product that causes the loss of ability to performcritical business functions and requires immediate response. Parts
deemed non-critical include, but are not limited to: bezels,
mechanical chassis, hard drive blanks, rail kits, cable management
accessories. Parts that may be deemed critical are: motherboards,
CPUs, select memory modules and hard disk drives.
Local country shipment cut-off times may impact the same day/next
local business day delivery of replacement parts.
Installation of all replacement parts performed by Dell Technologies
as part of Onsite Response, but Customer has option to perform
installation of Customer Replaceable Units (CRUs). See Dell
Technologies Product Warranty and Maintenance Table for listing ofparts designated as CRUs for specific Equipment or contact Dell
Technologies for more details.
If Dell Technologies installs the replacement part, Dell Technologies
will arrange for its return to a Dell Technologies facility. If Customer
installs the CRU, Customer is responsible for returning the replaced
CRU to a facility designated by Dell Technologies.
If the Dell technician determines that the Supported Product is one
that should be replaced as a whole unit, Dell Technologies reserves
the right to send Customer a whole replacement unit. Whole unit
replacements may not be stocked for same day response times andthere may be extended lead times for arrival of a whole unit
replacement at your location, depending on where you are locatedand the type of Product being replaced.

RIGHTS TO NEWRELEASES OFSOFTWARE

Dell Technologies provides the rights
to new Software Releases as madegenerally available by Dell
Technologies.

INSTALLATION OF Dell Technologies performs theinstallation of new Software
NEW SOFTWARE Releases.
RELEASES

Included.

Equipment Operating Environment (OE) Software
Included only when the associated Equipment into which theoperating environment Software is being installed is covered by aDell EMC warranty or a current Dell Technologies maintenancecontract. Equipment operating environment Software is defined assoftware programming and/or microcode firmware needed to enable
the Equipment to perform its basic functions, and without which theequipment cannot operate.
Other Software (non-OE)
Customer performs the installation of new Software Releases
unless otherwise deemed necessary by Dell Technologies.

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Certain Products will automatically
24X7 REMOTE
and independently contact Dell
MONITORING AND Technologies to provide input to
REPAIR
assist Dell Technologies in problem
determination.
Dell Technologies remotely accesses
Products if necessary, for additional
diagnostics and to provide remotesupport.
24X7 ACCESS TO Customers who have properly
registered have access on a 24x7
ONLINE SUPPORT basis toDell Technologies
TOOLS
web-based knowledge and self-help
Customer support tools via the Dell
Technologies Online Support site.
SUPPORTASSIST For entitled systems that aremonitored via SupportAssist
ENTERPRISEEnterprise, intelligent analysis of
PREDICTIVE
device telemetry is collected andused to predict hardware failures that
DETECTION OF
may occur in the future.
HARDWARE
FAILURES
CLOUDIQ

Customers who have properly
connected their entitled system toDell Technologies using either
Secure Remote Services or
SupportAssist have access to
CloudIQ, which provides proactive
health scores, performance impact
analysis and anomaly detection andworkload contention analysis.

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Included for Products that have remote monitoring tools and technology
available from Dell Technologies.
Once Dell Technologies is notified of a problem, the same response
objectives for Global Technical Support and Onsite Response will apply
as previously described.

Included.

Included.
Please note; Predictive detection of hardware failures is applicable only
for the batteries, hard drives, backplanes, and expanders of 12th and later
generation of PowerEdge servers that have PowerEdge RAID Controller(PERC) Series 5 to 10. Predictive detection of hardware failures isavailable only when the automated periodic collection and upload ofsystem information is enabled in SupportAssist Enterprise.
Included for the following Dell Technologies platforms; PowerMax,
PowerStore, PowerScale, PowerVault, Dell EMC Unity XT, XtremIO, SC
Series, VxBlock and Connectrix switches.

SERVICE
ACCOUNTMANAGER (SAM)

The SAM provides the following
Services to Customer by remotemeans except as otherwise expressly
specified below or unless customer
has separately purchased an onsite
SAM or related onsite service from
Dell Technologies:• Onboarding: Onboarding
assistance consisting of (i)verifying the accuracy of
relevant Customer support
information such as accountname, business unit
identification, address,
authorized contacts and otherbasic onboarding and set-up
details: and (ii) explaining how
to contact Dell Technologies toopen service requests.

• Service Report: A report

Included on Products covered by a ProSupport One for Data Center
warranty or then current maintenance contract during Dell Technologies
normal local business hours which may vary by region and country,
excluding Dell Technologies and local holidays. See additional Coverage
Details below.
Service Report: Included on a monthly basis for Products that have Dell
Technologies currently supported and approved remote monitoring tools
and technology activated and enabled.
Service Review: Included on a periodic basis, no more frequently thanmonthly, for Products that have Dell Technologies currently supported
and approved remote monitoring tools and technology activated andenabled. The Service Review is delivered by the remote SAM at aschedule to be mutually agreed upon with the Customer.

Dell Technologies is responsible for performing only the SAM activities
and tasks expressly specified in this document. All other tasks, activities
and services are out of scope.

delivered via a Dell
Technologies designatedwebsite detailing:•➢

Summary of open andclosed service requests
by month;➢

Verification of Equipment
operating environment
Software against target
code recommendations;and➢Contract status, including
start/end dates and otherbasic contract details.

Service Review: The SAM
provides a service review of thedetails in the Service Reportand such other topics mutuallyagreed upon by Dell
Technologies and theCustomer (if any) during
Onboarding.

• Escalation Support: Escalation
support and coordination oftechnical, business and criticalissues within Dell Technologies.
Onsite Visits: The Customer isentitled to a maximum of two (2) site
visits per year as part of this Service.
Customer may separately purchaseadditional SAM onsite visits which
may be subject to an additional fee.

Customer Responsibilities for SAM Service Feature
Dell Technologies provision of the SAM service feature detailed above is contingent upon the Customer fulfilling the following
responsibilities:

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• Making an appropriate system maintenance window(s) available for the SAM as deemed necessary by Dell Technologies.
• Ensuring that all environment, technical and operational requirements are met.
• Providing the SAM with timely access to (a) at least one technical contact with system administration responsibilities andappropriate system/information access privileges, and (b) applicable subject matter experts, systems and networks (including,
without limitation, remote systems/ network access) as deemed necessary by Dell Technologies.

• Assuming all responsibility for network connectivity, performance, and configuration issues.
• Verifying that the Equipment location(s) is/are prepared prior to the commencement of ProSupport One for Data Center.

Additional important information on SAM Service Feature•

Availability of the SAM service is during normal business hours. Business hours are defined by the location where the SAM resides
and may vary by region and country. At Dell Technologies discretion and when deemed necessary by Dell Technologies, SAM
services may be performed onsite.

••

Afterhours support may be provided by other resources within Dell Technologies at Dell Technologies discretion.
The location of the SAM will be assigned during on-boarding based on Customer’s preferred service area and staffing availability.

Collaborative Assistance
If a Customer opens a service request and Dell Technologies determines that the problem arises with an eligible third-party vendor’s
products commonly utilized in conjunction with Products covered by a current Dell Technologies warranty or maintenance contract, Dell
Technologies will endeavor to provide Collaborative Assistance under which Dell Technologies: (i) serves as a single point of contact until
the problems are isolated; (ii) contacts the third-party vendor; (iii) provides problem documentation; and (iv) continues to monitor the
problem and obtain status and resolution plans from the vendor (where reasonably possible).

To be eligible for Collaborative Assistance, Customer must have the appropriate active support agreements and entitlements directlywith the respective third-party vendor and Dell Technologies or an authorized Dell Technologies reseller. Once isolated and reported,
the third-party vendor is solely responsible to provide all support, technical and otherwise, in connection with resolution of the
Customer’s problem. Dell Technologies IS NOT RESPONSIBLE FOR THE PERFORMANCE OF OTHER VENDORS’ PRODUCTS
OR SERVICES. A list of Collaborative Assistance partners can be found on the Collaborative Assistance List. Please note that
supported third-party products may change at any time without notice to Customers.

Reporting Delivery to Authorized Dell Technologies Resellers for End User Customers Who Purchase
via Authorized Dell Technologies Resellers
ProSupport One for Data Center SAM reporting will only be delivered by Dell Technologies to the authorized Dell Technologies reseller
or distributor (as applicable) identified on the Dell Technologies quote (collectively, the “Reseller”). Reseller acknowledges
and agrees that they have obtained appropriate consent from the end user customer(s) of the Reseller (“End User(s)”) toreceive the End User customer’s SAM Reporting. Unless otherwise notified by the Reseller, Dell Technologies will distribute
ProSupport One for Data Center SAM reporting to the Reseller’s address and contact information provided to Dell Technologies at thetime the Service was purchased or the contact information that is contained in Dell Technologies current sales and service records, as
determined by Dell Technologies. SAM reporting delivered to the Reseller will not be categorized by/for specific End Users. Custom
reporting options may be available for separate purchase at an additional cost.

Dell Technologies SupportAssist/Secure Remote Services
Dell Technologies SupportAssist/Secure Remote Service (SRS) is a software application that when installed and configured, will monitor
your system and collect information to assist in providing technical support. In the event an issue is detected, the information collected

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can be sent to Dell Technologies to provide you with an enhanced, personalized and efficient support experience.
Used with the ProSupport Suite, SupportAssist will provide the following features and capabilities:•••

Monitoring of systems for issues impacting normal operation and performance.
Automatic creation of Dell Technical Support requests in the event of issue detection.
Automatic uploading of diagnostics and other data that allows efficient diagnosis of issues.

By installing SupportAssist, you allow Dell Technologies to save your contact information (e.g. name, phone number, and/or email
address) which would be used to provide technical support for your Supported System(s). By enabling the Log Collection features Dell
Technologies may use the information gathered for providing recommendations to improve your IT infrastructure. Note: Removal or deactivation of SupportAssist or opting out of log collections options will impair Dell Technologies ability to provide customers with thecertain features of the Services as described in this Service Description, as well as other services that require access to the informationcollected by SupportAssist to function properly.
To learn more about Dell Technologies SupportAssist and see the latest list of supported Dell products please visit the Dell SupportAssist website at:

http://Dell.Com/SupportAssist.

Dell Technologies System Software Support
Dell Technologies Software support included within ProSupport One for Data Center provides support for select Third Party Products,
including select end-user applications, operating systems, hypervisors and firmware when such Third Party Products are 1) purchasedfrom Dell Technologies, 2) purchased with Products, 3) currently installed and operating on Products at the time that support isrequested, and 4) the Product is covered by an existing ProSupport One for Data Center support and maintenance term of service.
Customer is solely responsible for correcting any problems with licenses and purchases of eligible software to be eligible to receive
these Services at any time during the coverage period. A list of eligible software can be found on the Comprehensive Software Support
List. Please note that supported Third Party Products may change at any time without notice to Customers. Situations giving rise to
Customer’s questions must be reproducible on a single system, which may be physical or virtual. Customer understands and accepts
that resolutions of certain issues giving rise to Customer's service request may not be available from the publisher of the relevant
software title and may require support from the publisher, including installation of additional software or other changes to Products,
Customer accepts that in such situations where no resolution is available from the publisher of the relevant software title, Dell
Technologies’ obligation to provide support to the Customer will be fully satisfied.

ProSupport One for Data Center Optional Services
As part of ProSupport One for Data Center several optional services are available that can be selected by customers
based on their specific needs. The optional services are stand-alone services and applicable terms for these services
are available at http://www.dell.com/ServiceContracts/global . These services may not be available
on all Dell Technologies supported Products. A few of the optional services are mentioned below.

Additional Terms Applicable to Customers purchasing ProSupport One for Data Center Lower Service Consumption Tiers
In order to be eligible for the lower service consumption tiers the customer must meet the following criteria:•••

The Customer must have a help desk to support their enterprise environment.
Must be enrolled in TechDirect in order to self-dispatch supported customer replaceable unit (CRU) parts.
Must use TechDirect or SupportAssist API in order to create service requests.

Technical Support Volume Selections
ProSupport One for Data Center may offer up to three levels of technical support services. The levels are based on the volume of incidents
per asset and specified by product line and is not available on all Products.
Dell Technologies will designate the level of technical support for each product line that Customer is entitled to receive based on
Customer’s internal support resources and service history, as applicable – the level chosen must be consistent across all covered assets
within the product line.
Where applicable, the level of tech support corresponds to an allocation of incidents that the customer can be opened on the assets thatare included within a specific product line. Any engagement with Dell Technologies support teams that results in the creation of a Qualified
Incident will be counted in the Customer’s allocation of incidents for such specific product line.

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Incidents may include multiple Dell Technologies-to-Customer interactions, as long as each interaction is regarding the same asset andproblem. Incidents will be counted in the quarter in which they are closed. Incidents serviced by the Point-of-Need Out-of-Warranty service
will not count towards the allocation.
For more information about technical support volume selections please contact your Dell Technologies sales representative and/or yourSAM.

Out-Of-Warranty Support
For Dell Technologies supported assets with an expired asset warranty that is less than 90 days expired, the Customer
may purchase an out-of-warranty support service on a select set of products. This option allows the Customer topurchase technical support and service parts on a specific asset on a per-incident basis.
This service is subject to geographical availability and service parts availability at the time of request. Dell
Technologies will notify Customer at the time of request whether the service parts delivery can be performed.
Service parts delivery on expired assets is an optional service and will be billed to the Customer at the then- current
fee schedule.
In some countries, replacement service parts associated with out-of-warranty support service are required to be purchased
as non-warranty spare parts. In this case, Dell Technologies cannot provide a delivery time, as the part must be shippedfrom Dell’s spare parts depots. Note: The replacement part shipment might take considerable time depending upon
Customer location of the Supported Product needing service.

Out-Of-Warranty Support Service Procedures
Customer must contact the global enterprise technical support team via phone to request out-of-warranty support.
Procedures for requesting support will be the same as if the product was in warranty except that the enterprise technicalsupport technician will confirm with the Customer that they want to proceed with out-of- warranty service at an additionalfee.

Out-Of-Warranty - Important Additional Information
Term. The Out-Of-Warranty support service is available on a per-incident basis only through the diagnosis of the applicableissue on a select set of Server and Networking Products (refer to the Product Warranty and Maintenance Table for specificdetails about your Product). Dell Technologies, at its discretion, may terminate this Service with prior notice to Customer.
Not Transferable. The Out-Of-Warranty support service is not transferable and is valid for the Customer. Customer may
not use the Service in connection with a service bureau or any other distributing or sharing arrangement, on behalf of any
third parties or with respect to any hardware or software not personally owned or leased by the Customer. Dell
Technologies reserves the right to suspend or terminate the Service if Dell Technologies, in its sole discretion, determinesthat the Service is being misused, being used by any person other than Customer, or being used in breach of thisAgreement.
Billing. The Out-of-warranty support service will be billed to the Customer during the next quarterly billing cycle.
Out of Scope. The Out-Of-Warranty support service does not cover, and Dell Technologies is not obligated to provide any
services not expressly described in this Service Description. In addition, in the course of providing the Out-Of-Warranty
support service, Dell Technologies may determine that the issue is beyond the scope of the Out-of-Warranty support
service. Dell Technologies may use commercially reasonable efforts to refer Customer to the appropriate alternative
resource.
Supported Products that are not eligible for warranty extension are not eligible for the Out-Of-Warranty support service asoffered in this Service Description.
Customer acknowledges that Dell Technologies may not be able to diagnose or solve Customer’s particular problem.

Service Parts Delivery Upgrade
The Customer may request an upgrade of service parts delivery service for a specific asset at point-of-need for an additional
fee on a select set of Server and Networking Products (refer to the Product Warranty and Maintenance Table for specificdetails about your Product).For example, an asset with next business day parts delivery SLA may be upgraded to same
6
business day.

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The Customer may request an upgraded parts delivery service level by phone. Ability to provide upgraded parts delivery is
subject to availability of service parts within Dell Technologies distribution depots, thus availability of the upgrade is notguaranteed.
It is possible that Dell Technologies may temporarily not be able to service an upgraded service parts delivery request.
When the Customer requests a service parts delivery upgrade, Dell Technologies will verify that the upgrade service isavailable and will indicate to the Customer if the upgrade service request can be serviced.
The service parts delivery upgrade service is available for an additional fee on a select set of Server and Networking Products (refer tothe Product Warranty and Maintenance Table for specific details about your Product) to be billed in the ProSupport One for Data Center
quarterly billing cycle.

Excluded Services
•
•
•
•
•
•
•
•
•
•
•

Performance or administrative assistance.
Activities such as installation, de-installation, relocation, preventative maintenance, training assistance, remote administration,or any activities or services not expressly described in this Service Description.
Supply items, media replacement, operating supplies, cosmetic accessories or parts such as batteries, frames, and cover or
support thereon.
Direct third-party product support or collaborative assistance of versions not currently supported by the manufacturer, vendor,
or partner.
Support to the hardware or/and software pre-installed or post-installed by OEM, unless it is covered by a separate service
contract purchased from Dell.
Spyware/virus removal.
Data backup services.
Advanced wireless, networking or remote installation, set-up, optimization and configuration of applications beyond thosedescribed in this Service Description.
Scripting, programming, database design/implementation, web development or recompiled kernels.
Repair of damage or defects in supported Products which are purely cosmetic and do not affect device functionality.
Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by anyone other than Dell, Dell’sAuthorized Reseller or Service Provider or by customers utilizing Customer Self Replaceable (CSR) parts.

Dell ProSupport on Non-Standard Parts in Custom Server Products
The repairs and exchanges of non-standard or unique parts (“Non-Standard Component Support Services”) are a value-added exchange
service complementing Customer’s PowerEdge Product warranty that covers standard Dell Technologies components in a standard
configuration, and that require replacement due to defects in workmanship or materials (“Warranty Repairs”). Dell Technologies branded
firmware/software for “Non-Standard Components” is NOT available, and the Customer must use manufacturer provided utilities tomonitor and/or update the component. The Customer will also work with the manufacturer directly to resolve any quality issues related tosoftware/firmware, utilities, and hardware. Dell Technologies will provide Non-Standard Support Services to replace non-standard or
unique parts that Customer forecasted and guaranteed to be available as set forth above, and once Customer has made corresponding
arrangements to assist Dell Technologies in placing any orders for service stock in order to facilitate repair activity. Provided Customer
has accurately forecasted stocking needs, Dell Technologies will exchange the part that exhibits a defect according to the Customer’s
applicable response time for Warranty Repairs and install the replacement part in the Customer’s Product, but Customer acknowledges
and agrees that Dell Technologies is not liable to Customer to ensure part availability. Same day (e.g. 4 hour) parts and field response
may not be available for “non-standard” component replacement, and Dell Technologies will default to Next Business Day Service inthese cases. Replacement parts may be new or refurbished as permitted by local law, and fulfillment of Non-Standard Component Support
Services repairs and exchanges may require Dell Technologies to utilize a third party manufacturer/third party publisher’s warranty and/or
maintenance services, and Customer agrees to assist Dell Technologies and provide any materials requested by any third party
manufacturer or third party publisher to facilitate utilization of the corresponding third party warranty and/or maintenance services.
Dell Technologies engineering testing of the resulting configuration pursuant to a separate statement of work (SOW) after installation of
the non-standard or unique parts, software requested by Customer is a point in time activity and the Non-Standard Component Support
Services are available only on the specific configuration as defined by Customer and tested by Dell Technologies. Dell Technologies
will communicate the exact hardware configuration tested including firmware levels. Once engineering testing is complete Dell
Technologies will provide the results via reports with indication of Pass/Fail. Dell Technologies will use commercially reasonable efforts
to support recognition and operation of the non-standard component on the Dell Technologies Product, however modification of Dell
Technologies standard utilities (including BIOS, IDRAC, and SupportAssist) will not be supported. Customer will be responsible forDell EMC ProSupport One for Data Center | v.2.3

working with the manufacturer directly to resolve any non-standard component issues which arise during engineering testing (including
quality issues, software, firmware, or hardware specifications/limitations). Additional Dell Technologies engineering testing after
Customer has received a report with an indication of PASS will require a new SOW and associated non-recurring engineering fees,
including any engineering testing requested in connection with a repair or replacement of any component of the configuration during thewarranty term of the Customer’s Equipment.

Additional Terms and Conditions Applicable to End Users who Purchase their Supported Product froman OEM
An “OEM” is a reseller who sells the Supported Products in a capacity as an original equipment manufacturer that is purchasing Dell
Technologies Products and Services from the Dell Technologies OEM Solutions (or its successor) business group for an OEM project.
An OEM typically embeds or bundles such Dell Technologies Products in or with OEM Customer’s proprietary hardware, software orother intellectual property, resulting in a specialized system or solution with industry or task-specific functionality (such system orsolution an “OEM Solution”) and resells such OEM Solution under OEM’s own brand. With respect to OEMs, the term “Supported
Products” includes Dell Technologies Supported Products that are provided without Dell Technologies branding (i.e. unbranded OEMready system), and “End-User” means you, or any entity purchasing an OEM Solution for its own end-use and not for reselling,
distributing or sub-licensing to others. It is OEM’s responsibility to provide first level troubleshooting to the End User. An appropriate
best-effort initial diagnosis should be performed by OEM before the call goes to Dell Technologies. This responsibility stays with OEMeven when its End-User engages Dell to request service, and if an End User contacts Dell for service without contacting their OEM, Dell
Technologies will ask the End User to contact their OEM to receive first level troubleshooting before contacting Dell Technologies.

Other Details about Your Service
The warranty periods and support options (“Support Information”) on this website apply (i) only between Dell Technologies and thoseorganizations that procure the applicable products and/or maintenance under a contract directly with Dell Technologies (the “Dell
Technologies Customer”); and (ii) only to those products or support options ordered by the Dell Technologies Customer at the time that
the Support Information is current. Dell Technologies may change the Support Information at any time. Other than changes caused bypublishers and manufacturers of Third Party Products, the Dell Technologies Customer will be notified of any change in the Support
Information in the manner stated in the then current product ordering and/or maintenance related agreement between Dell
Technologies and the Dell Technologies Customer, but any such change shall not apply to products or support options ordered by theDell Technologies Customer prior to the date of such change.
Dell Technologies will have no obligation to provide Support Services with respect to Equipment that is outside the Dell Technologies
Service Area. “Dell Technologies Service Area” means a location that is within (i) one hundred (100) drivable miles or one hundred sixty(160) drivable kilometers of an Dell Technologies service location for Storage and Data Protection Equipment and/or components; and(ii) the same country as the Dell Technologies service location, unless otherwise defined in your governing agreement with Dell
Technologies, in which case the definition in the governing agreement prevails. For EMEA customers, unless stated otherwise in thisService Description or the Agreement, on-site service is available within a distance of up to 150 kilometers from nearest Dell
Technologies Logistics location (PUDO or Pick-Up/Drop-off location). Please contact your sales representative for more information
about availability of on-site service in EMEA.
This Service is not available at all locations. If your Product is not located in the geographic location that matches the location reflected
in Dell Technologies service records for your Product, of if configuration details have been changed and not reported back to Dell
Technologies, then Dell Technologies must first re-qualify your Product for the support entitlement you purchased before applicable
response times for the Product can be reinstated. Service options, including service levels, technical support hours, and on-site
response times will vary by geography and configuration, and certain options may not be available for purchase in Customer’s location,so please contact your sales representative for these details. Dell Technologies obligation to supply the Services to relocated Products
is subject to various factors, including without limitations, local Service availability, additional fees, and inspection and recertification of
the relocated Products at Dell Technologies then-current time and materials consulting rates. Unless otherwise agreed between Dell
Technologies and Customer, in cases where service parts are shipped directly to Customer, the Customer must be able to accept
shipment at the location of the Products to be serviced. Dell Technologies will not be held liable for support delays due to theCustomer’s failure or refusal to accept shipment of parts. Multi-component storage systems require active support option agreementson all hardware and software components of the system in order to receive all of the benefits of the support agreement for the entire
solution. Unless otherwise agreed in writing with Customer, Dell Technologies reserves the right to change the scope of Support
Services on sixty (60) days’ prior written notice to Customer. Products or services obtained from any Dell Technologies reseller are
governed solely by the agreement between the purchaser and the reseller. That agreement may provide terms that are the same as theDell EMC ProSupport One for Data Center | v.2.3

Support Information on this website. The reseller may make arrangements with Dell Technologies to perform warranty and/or
maintenance services for the purchaser on behalf of the reseller. Customers and resellers who perform warranty and/or maintenanceservices or professional services must be properly trained and certified. Performance of any services by untrained/uncertified
Customers, resellers or third parties may result in additional fees if support from Dell Technologies is required in response to such third
parties’ performance of services. Please contact the reseller or the local Dell Technologies sales representative for additional
information on Dell Technologies performance of warranty and maintenance services on Products obtained from a reseller.

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EMC Corporation believes the information in this document is accurate as of its publication date. The information is subject to change
without notice.

Dell EMC ProSupport One for Data Center | v.2.3

Rev. December 1, 2020