Dell Customer Communication - Confidential

ProSupport Plus for Infrastructure
Introduction
Dell Technologies1 is pleased to provide ProSupport Plus for Infrastructure (the “Service(s)” or “Support Services”) in accordancewith this Service Description (“Service Description”). Your quote, order form or other mutually-agreed upon form of invoice or orderacknowledgment from Dell Technologies (the “Order Form”) will include the name(s) of the Product(s)2, applicable Service(s) andrelated option(s), if any. For additional assistance, or to request a copy of your governing agreement applicable to the Services (the“Agreement”), contact your Dell Technologies sales representative. For a copy of your agreement with your applicable Dell
Technologies reseller, contact that reseller.

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

Telephone access twenty-four (24) hours each day, seven (7) days each week (including holidays)3 to Dell Technologies’ global
expert center staffed by Senior ProSupport Engineers for troubleshooting assistance of hardware and software issues.

•

On-site dispatch of a specialized Dell Technologies field technician and/or delivery of replacement parts to the Installation Siteor other Customer business location approved by Dell Technologies as detailed in the Agreement to address a Product problem.

•

Access to a remote Service Account Manager (SAM).

•

Replacement parts, when deemed necessary to resolve or prevent an issue•

ProSupport AIOps Platforms include APEX AIOps Infrastructure Availability , TechDirect and MyService 360, which areenabled via connectivity software, such as Secure Connect Gateway (SCG), and provide benefits not limited to the following:
o
o
o
o
o
o

Proactive issue detection and automated case creation
Predictive detection of hardware failures
Self-serve case creation
Self-serve part dispatch
Dell Security Advisories
APEX AIOps Infrastructure Availability Cybersecurity Assessment

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, chat, and email support available for select products at
www.dell.com/contactus.

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 this document. Visit www.dell.com/contactus for a list of
applicable telephone numbers for your location.
The following chart lists the service features of ProSupport Plus for Infrastructure provided under Dell Technologies’ warranty and/or
maintenance terms. ProSupport Plus for Infrastructure is available to support and maintain:
1. Dell Technologies Equipment which is identified on the Dell Technologies Product Warranty and Maintenance Table and/or on yourOrder Form as:−

including ProSupport Plus for Infrastructure during the applicable warranty period; or“Dell Technologies”, as used in this document, means the applicable Dell sales entity (“Dell”) specified on your Dell Order Form and the applicable
EMC sales entity (“EMC”) specified on your EMC Order Form. The use of “Dell Technologies” in this document does not indicate a change to the legalname of the Dell 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 Technologies Product Warranty and Maintenance Table or on your Order Form, and “Third Party Products” is defined inyour Agreement, or in the absence of such definition in your Agreement, in the Dell Technologies Commercial Terms of Sale, or your local Dell
Technologies terms of sale, as applicable. “You” and “Customer” refers to the entity named as the purchaser of these Services named in the Agreement.
3
Availability varies by country. Contact your sales representative for more information.
1

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2.

−

eligible for upgrade to ProSupport Plus for Infrastructure during the applicable warranty period; or−

eligible for ProSupport Plus for Infrastructure during a subsequent maintenance period.

Dell Technologies Software which is identified on the Dell Technologies Product Warranty and Maintenance Table and/or on yourOrder Form as eligible for ProSupport Plus for Infrastructure during a maintenance period.

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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.
Telephone contacts will be routed toa remote technical support contact
to assist with their issue.
Automated case creation is available
when the AIOps platform has been
set up via Secure Connect Gateway(SCG).
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 PLUS—COVERAGE DETAILS
Included.
• For Severity 1 issues customers receive escalation management andcritical situation “CritSit” procedures with Incident Manager coverage.

Included for Equipment only.
Initial Onsite Response objective is a four-hour service response after
Dell Technologies deems Onsite Response is necessary.
On-site Response
A technician typically arrives on-site within 4 hours after completion oftroubleshooting and isolating the issue.
• 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.

MISSION CRITICAL For Severity 1 issues, Dell
Technologies performs the included
SUPPORT
coverage as deemed necessary byDell Technologies.

Onsite Response does not apply to Software and may be separately
purchased.
Included for Equipment only.
•
•
•

•

6-HOUR CALL TOREPAIR 7X24: 4HOUR ON-SITERESPONSE WITH
6-HOUR
HARDWARE
REPAIR SERVICETechnician should arrive on-sitewithin 4 hours after dispatch andoften repairs the hardware within 6hours of dispatch.

Critical situation procedures - Severity level 1 issues are
eligible for quick Escalation/Resolution Manager and “CritSit”
incident coverage.
Rapid Dispatch: dispatch of senior field engineer in parallelwith phone-based troubleshooting. Applicable engineer andavailability are determined by Dell.
On-demand onsite diagnosis from Dell when Customer’s staff
is not available or reasonably capable of performing onsite
troubleshooting. Only for Equipment connected to secureconnect gateway. Customer request must be initiated via a
Telephone Support Request.
Priority Production in the event of a critical situation caused bynatural disaster. In many cases, this includes the expedited
production of a new Dell Technologies system.

• Available seven (7) days each week, twenty-four (24) hours each day– including holidays.
• For Severity 1 incidents, Dell Technologies will make commerciallyreasonable efforts to return the hardware to operating condition within
6 hours after dispatch• 4-hour response and 6-hour repair from dispatch. Applies to covered
Supported Product faults or repairs only. Software Support is not in
scope.
• Available to Customers within a 50 mile or 80 kilometer distance from
Dell Technologies designated support HUB.
• Customer must have an activated and maintained supported versionof secure connect gateway software.

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SERVICE FEATURE DESCRIPTIONPROSUPPORTAIOPSPLATFORMS

AIOps is artificial intelligence (AI) for
IT operations. It refers to thestrategic use of AI, machine learning(ML), and machine reasoning (MR)technologies that simplify andstreamline processes and optimize
the use of Customer’s IT resources.

PROSUPPORT PLUS—COVERAGE DETAILS
Included.
ProSupport AIOps Platforms include APEX AIOps Infrastructure
Availability , TechDirect, and MyService 360, which are all enabled via
Dell Technologies’ secure connect gateway, and provide benefits not
limited to the following:
•
•
•
•
•
•

Proactive issue detection and case creation
Predictive detection of hardware failures
Self-serve case creation
Self-serve part dispatch
Dell Security Advisories
APEX AIOps Infrastructure Availability Cybersecurity Assessment

APEX AIOps Infrastructure Availability is a cloud-based AIOps
application that provides for simple and proactive monitoring andtroubleshooting of your Dell IT infrastructure. It leverages machinelearning to proactively monitor and measure the overall health ofservers, storage, converged, hyperconverged, data protection, andnetwork devices through intelligent, comprehensive, and predictive
analytics. Predictive analytics for capacity and performance ofcomponents, such as Solid State Drives and Memory, are enabledthrough use of APEX AIOps Infrastructure Availability . APEX AIOps
Infrastructure Availability is available at no additional charge for
products with a valid ProSupport (or higher) contract. APEX AIOps
Infrastructure Availability is hosted on Dell Technologies Private Cloud,providing each customer an independent, secure portal and ensuresthat customers will only be able to see their own environment.
MyService360 provides 360 degree data visualizations and analytics
across your datacenter, and an end-to-end services history for Dell
Technologies products.
Key benefits include:

•
•
•
•

Proactive display of real-time critical incidents and risks
Clear, prescriptive recommendations for simplified action andplanning
Historical trends and data analytics
Manage services health for data protection, storage andconverged systems

TechDirect allows customer self dispatch of parts.
Secure Connect Gateway (SCG) is an enterprise monitoring
technology that is delivered as an appliance and a stand-alone
application. It monitors your devices and proactively detects
hardware issues that may occur. Depending on your service contract,
it also automates support request creation for issues that aredetected on the monitored devices.
Please contact your Dell Technologies representative for covered
products

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REPLACEMENT
PARTS

Dell Technologies provides
replacement parts when deemednecessary by Dell Technologies.

Included. Replacement parts delivery objective is four-hour service
response (i.e., same business day) for critical parts after Dell
Technologies deems that a replacement part delivery is necessary
Four-hour parts locations stock essential operational components, as
determined by Dell Technologies. Non-essential parts may be shippedusing overnight delivery.
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 andhard disk drive that may impact
array and production environment.
Local country shipment cut-off times may impact the same day/next
local business day delivery of non-critical replacement parts.
Dell currently stocks parts in various locations throughout the world.
Selected parts may not be stocked in the location closest to acustomer’s site. If a part that is needed to repair the supported
Products is not available from a Dell facility near the Customer’s
location and must be transferred from another facility, it will be shippedusing overnight delivery or as soon as is practical and commerciallyreasonable. Four (4) hour parts locations stock components of thesystem, as determined by Dell. In order to receive four (4) hour parts,
Customer must be located within the coverage area determined by Dell.
For more details on geographic limitations, see the Supplemental
Terms and Conditions below. The parts delivery response times
referenced above are only applicable for stocking parts in accordancewith standard configurations. Stocking of service parts for new products
or non-standard configurations may require longer requires thirty (30)days lead time.
Installation of all replacement parts is 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 afacility designated by Dell Technologies. Should a customer needassistance replacing a CRU, Dell Technologies may assist remotely
and/or with a technician onsite to assist with replacement.
If during diagnosis, the Dell Technician determines that a repair can beaccomplished with a CRU-designated part or if Customer chooses toself-dispatch a CRU-designated part, Dell will ship the CRU-designatedpart directly to the Customer.

If the Dell technician determines that the Supported Product is one thatshould be replaced as a whole unit, Dell Technologies reserves theright 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 located andthe type of Product being replaced.

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PROACTIVE
SOLID STATEDRIVE
REPLACEMENTRIGHTS TO NEWRELEASES OFSOFTWARE
INSTALLATION
OF NEW
SOFTWARE
RELEASES

If, prior to reaching its Endurance
Level, a solid state drive reaches theEndurance Level Threshold (asdetermined by Dell) or beyond, theCustomer is eligible to receive a
replacement solid state drive.
“Endurance Level” means theaverage life span of an eligible SSD.
“Endurance Level Threshold” is thepoint in the SSD’s life span (asdetermined by Dell) at which the drive
becomes eligible for replacement--forexample, upon reaching 95% of theEndurance Level. Endurance Level
Thresholds will vary.
Dell Technologies provides the rights
to new Software Releases as madegenerally available by Dell
Technologies.
Dell Technologies performs the
remote installation of new Software
Releases.

Included for Storage and Hyperconverged/Converged Infrastructure
Products.
Response objective is based on the applicable Replacement Parts
Delivery and Onsite Response service features detailed above.
Customer must activate and maintain the currently supported version(s)of remote IT support and monitoring software (implemented as a secureconnect gateway) during the applicable term of support. Connectivity
software enablement, as applicable, is a prerequisite for these
additional renewal service features.
Pre-imaged drives are not eligible for Proactive Solid State Drive
Replacement by Dell Technologies.

Included.

Equipment Operating Environment (OE) Software
Included only on storage equipment when the associated embedded
operating environment software is covered by a Dell warranty or a current
Dell maintenance contract. Equipment operating environment software isdefined as user interface software programming and/or microcode needed
to enable the Equipment administration, control, and performance of its
basic functions, and without which the equipment cannot operate.
Customer is entitled to remote installation of the OE software updates withan activated and maintained supported version of secure connect gateway
software.
Please reference the Product Warranty Maintenance Table for eligible
products.
Other Software (non-OE)
Customer performs the installation of new Software Releases unlessotherwise deemed necessary by Dell Technologies.

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.

Included for Products that have SCG, or other Dell enabled connectivity
tools, for remote monitoring and technology available from Dell
Technologies.
See details about the SCG tool above in AIOPs platform section.
Once Dell Technologies is notified of a problem, the same response
objectives for Global Technical Support and Onsite Response will apply as
previously described.

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SERVICEACCOUNTMANAGER(“SAM”)The ProSupport Plus f or I n f r as t r uc tu r eassi gned SAM is a remote resource thatprovides a wide range of system, environmental
andaccount management features andcapabilities designed to reduce downtime andimprove the overall support experience from Dell
Technologies.
Included with the Service:
Onboarding assistance:➢ Verifying the accuracy of relevant
Customer support information such asaccount name, address, etc.

➢ Providing knowledge transfers such as
how to contact Dell Technologies to open
service requests and use of Dell
Technologies support tools andtechnologies➢ Designating schedule for SAM
deliverables such as reporting and service
reviews
Monthly Reporting: Reporting andrecommendations on entitled systems
including:➢Summary of open and closed service
requests by month;➢

Verification of currently installedsystem software versions against
target code recommendations; and➢Contract status, including start/end
dates and other basic contract details.

Included on Products covered by ProSupport Plus for
Infrastructure service or then current maintenance contract
during Dell Technologies’s normal local business hours which
may vary by region and country, excluding Dell Technologies
and local holidays. See additional Coverage Details below.
Dell Technologies is responsible for performing only the SAM
activities and tasks expressly specified in this document. Allother tasks, activities and services are out of scope.

In order to fully enable monthly reporting,Dell Technologies connectivity
technologies such as secure connect
gateway must be installed with theappropriate log collection options enabled.
Service Review: The SAM provides a service
review of the details in the Service Report.
Schedule, timeframe and other topics to bereviewed will be determined between the SAM
and the Customer during Onboarding.
System Maintenance: For entitled assets, theSAM will assist Customer in coordinating
delivery of System Maintenance events within
the Customer’s maintenance window. See
below for additional information.
Dell Technologies Escalation Support: Acting
as the Services liaison to coordinate Dell
resources necessary to address individual
Severity 1 issues or more systemic problems.

SEVERITY LEVEL DEFINITIONSSEVERITY 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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Additional information on Mission Critical Support
Dell reserves the right to refuse service if Dell Technologies reasonably believes that the Customer is misusing or overusing the OnDemand Onsite Diagnosis feature for critical issues (such as when Customer does have personnel available for on-site troubleshooting
or Customer’s requests for onsite diagnosis visits exceed the standard failure, rates due to examples below, for the components andsystems involved). If Dell Technologies determines (in Dell Technologies sole discretion) a Customer is abusing the Service, Dell
Technologies reserves the right to deny the service.

Exclusions
The following activities are not included in the scope of this Service Description:•

De-installation, re-installation or configuration of product(s), software or application(s)•Removal of de-installed Product from the Customer’s premises•

Server/Storage/Networking Software are not classified as Equipment•

Operating environment Software troubleshooting above and beyond returning the Product to a working state (e.g. consulting,performance tuning, configuration, scripting or benchmarking are excluded)•Services required due to failure to maintain software and Supported Product(s) at any specified minimum release level as set forthin the Reference Code Document.

•

Services required due to failure of Customer to incorporate any system fix, repair, patch, or modification provided by Dell
Technologies or due to failure of the Customer to take avoidance action previously advised by Dell Technologies, such as acommunicated security advisory or critical fix update that a customer does not implement•

Services that, in the opinion of Dell Technologies, are required due to improper treatment or use of the products or equipment•

Customization of the Customer’s server or storage device except as expressly stated in this Service Description•

Any recovery or transfer of data or applications•

Warranty service or support for non-Dell Technologies systems, software, or additional components•

Services that, in the opinion of Dell Technologies, are required due to unauthorized attempts by third-party personnel to install,
repair, maintain, or modify hardware, firmware, or software•

Network printer installation or network file share mapping•

Server, storage, network or router configuration of any kind•

Network services, including attachment of a system to a network (other than an Ethernet LAN)•

Any activity not specifically set forth in this Service Description.

This Service Description does not confer on Customer any warranties which are in addition to the warranties provided under the termsof your master services agreement or Agreement, as applicable.

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:•

Making an appropriate system maintenance window(s) available for the SAM as deemed necessary by Dell Technologies.

•

Ensuring that all environmental, 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 Plus for Infrastructure.

•

Ensuring Product is connected to secure connect gateway with the appropriate log collection options enabled.
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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.

••

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

PROSUPPORT PLUS FOR INFRASTRUCTURE PROACTIVE SYSTEM MAINTENANCE
ProSupport Plus System Maintenance provides Dell Technologies customers with planned proactive remote maintenance eventsoccurring during the term of the service contract on devices covered by ProSupport Plus for Infrastructure and monitored underapplicable Dell Technologies connectivity technology, such as secure connect gateway, as applicable. Such maintenance events help
maintain performance and may reduce the likelihood of future incidents due to incompatible hardware, software, BIOS, and firmware
versions. Planned proactive System Maintenance events are coordinated between the customers, the SAM and Dell Technologies
support personnel. Delivery of such events is generally available 24x7x365, but may be subject to mutual customer and Dell
Technologies resource availability. Dell Technologies recommends planned proactive System Maintenance events occur twice per
year. Certain Products may have limitations on the number of times planned proactive System Maintenance may be performed per
year. Please consult with your sales representative or assigned SAM for a list of supported Products and any applicable limitations.

Not Included in ProSupport Plus for Infrastructure System Maintenance•

Updates on interconnected devices not covered by a current ProSupport Plus for Infrastructure support contract.

•

Updates on any software without corresponding entitlement to such updates under an appropriate software support contract byeither Dell Technologies or a third party for select Third Party Products.

•

Operating System upgrades and hypervisor patch creation or other related engineering or software development support.

•

Creation of application patches.

•

Onsite delivery of maintenance.

•

De-installation or installation of additional hardware, or configuration tasks.

•

Installation or configuration of software not specifically listed in this Service Description.

•

Application performance tuning.

•

Virus, spyware, or malware identification or removal.

•

Any other updates or other activities not specifically documented within this Service Description.

Additional Important Information about ProSupport Plus for Infrastructure System Maintenance•During the maintenance event, upgrades may cause a temporary loss of connectivity to other attached devices.

•

After completion of the upgrade attached devices may need to be rebooted and connectivity verified.

•

System(s) to be upgraded must be made available to Dell Technologies or Dell Technologies-authorized agents during the agreed
upon maintenance window.

•

Depending on the system(s) to be upgraded an additional system management system or resource may need to be madeavailable.

•

Depending on the system(s) to be upgraded appropriate administrative rights to the device may need to be provided to Dell
Technologies or Dell Technologies authorized agents.

•

Customer is responsible for having and maintaining all license requirements pertaining to Equipment and Software updates.

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In the event that updating Software on entitled Product could cause degradation or impact performance on other unentitled
Product, Dell Technologies in consultation with the customer may choose to not proceed with the System Maintenance activity untilthat situation is resolved.

•

In order to fully enable ProSupport Plus for Infrastructure System Maintenance, applicable connectivity technology such as secureconnect gateway must be installed with log collection options enabled.

•

Installation of new Software Releases for the Dell Technologies High End Storage systems, Converged and Hyperconverged
Infrastructure systems, determined during System Maintenance including but not limited to software versions posted on applicableinteroperability configuration matrices (The Dell Technologies Simple Support Matrix or the Release Certification Matrix) may
require the purchase of a separate services engagement from Dell Technologies. Contact Dell Technologies for more information.
Reporting Delivery to Authorized Dell Technologies Resellers for End User Customers Who Purchase via Authorized Dell
Technologies Resellers
ProSupport Plus 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 Plus SAM reporting to the Reseller’s address and contact information provided to Dell Technologies at the time theService 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.

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.

DELL TECHNOLOGIES SYSTEM SOFTWARE SUPPORTDell Technologies Software support included within ProSupport Plus for Infrastructure provides support for select Third Party Products,
including select end-user applications, operating systems, hypervisors and firmware when such Third Party Products are 1) used withand are currently installed and operating on Products at the time that support is requested 2) covered by an existing ProSupport Plusfor Infrastructure support and maintenance term of service and 3) have the appropriate active support agreements and entitlements
directly with the respective Third Party Product publisher. This level of support is provided on entitled ProSupport Plus for Infrastructure
Equipment, regardless of how the eligible software was purchased and licensed, but Customer is responsible for ensuring that such
eligible software was purchased and licensed properly according to the publisher. 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 ona 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 (including, but not limited to, instanceswhere the publisher is no longer providing support or maintenance on the relevant software title for any reason) or may require
additional support from the publisher, including installation of additional software or other changes to Products. Customer accepts that

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in such situations where no resolution is available from the publisher of the relevant software title, Dell Technologies’ obligation toprovide support to the Customer will also be fully satisfied.

Additional Terms and Conditions Applicable to End Users Purchasing Product(s) from an 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 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 or otherintellectual property, resulting in a specialized system or solution with industry or task-specific functionality (such system or solution 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 OEM-readysystem), 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 initialdiagnosis should be performed by OEM before the call goes to Dell Technologies. This OEM maintains responsibility for providing theinitial troubleshooting even when its End User engages Dell Technologies to request service, and if an End User contacts Dell
Technologies for service without contacting their OEM, Dell Technologies will ask the End User to contact their OEM to receive firstlevel troubleshooting before contacting Dell Technologies.

Dell Technologies ProSupport Plus for Infrastructure 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 (i.e., following telephone-based troubleshooting and diagnosis, a part or technician can usually be dispatched the next
business day). 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 maintenanceservices.
Dell Technologies’s engineering testing of the resulting configuration pursuant to a separate statement of work (SOW) – e.g., testing
done after installation of the non-standard or unique parts for a configuration that uses software requested by Customer -- is a point intime activity to be done once rather than on a continuous basis, 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 operationof the non-standard component on the Dell Technologies Product, however modification of Dell Technologies standard utilities(including BIOS, IDRAC, and connectivity software) will not be supported. Customer will be responsible for 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 hasreceived 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 the warranty
term of the Customer’s Equipment.

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General Customer Responsibilities
Authority to Grant Access. Customer represents and warrants that it has obtained permission for both Customer and Dell Technologies
to access and use, whether remotely or in-person, Customer-owned or licensed software, hardware, systems, the data located thereon
and all hardware and software components included therein, for the purpose of providing these Services. If Customer does not alreadyhave that permission, it is Customer’s responsibility to obtain it, at Customer’s expense, before Customer asks Dell Technologies toperform these Services.
Non-solicitation. Where allowed by law, Customer will not, without Dell Technologies’ prior written consent, for a period of two years
from the date listed on your Order Form, directly or indirectly solicit for employment any Dell Technologies employee with whom you
have come in contact in connection with Dell Technologies’ performance of the Service; provided, however, that generaladvertisements and other similarly broad forms of solicitation will not constitute direct or indirect solicitation hereunder and you arepermitted to solicit for employment any employee that has been terminated or has resigned his or her employment with Dell
Technologies prior to the commencement of employment discussions with you.
Customer Cooperation. Customer understands that without prompt and adequate cooperation, Dell Technologies will not be able toperform the Service or, if performed, the Service may be materially altered or delayed. Accordingly, Customer will promptly andreasonably provide Dell Technologies with all cooperation necessary for Dell Technologies to perform the Service. If Customer does notprovide reasonably adequate cooperation in accordance with the foregoing, Dell Technologies will not be responsible for any failure to
perform the Service and Customer will not be entitled to a refund.
On-site Obligations. Where Services require on-site performance, Customer will provide (at no cost to Dell Technologies) free, safe andsufficient access to Customer’s facilities and environment, including ample working space, electricity, safety equipment (if applicable) anda local telephone line. A monitor or display, a mouse (or pointing device), and a keyboard must also be provided (at no cost to Dell
Technologies), if the system does not already include these items.
Data Backup. Customer will complete a backup of all existing data, software and programs on all affected systems prior to and during
the delivery of this Service. Customer should make regular backup copies of the data stored on all affected systems as a precaution
against possible failures, alterations, or loss of data. Dell Technologies will not be responsible for the restoration or reinstallation of any
programs or data. Unless prohibited by applicable local laws, Dell Technologies will have no data loss liability for:1.

Any of your confidential, proprietary or personal information;2.

Lost or corrupted data, programs or software;

3.

Damaged or lost removable media;

4.

The loss of use of a system or network; and/or

5.

For any acts or omissions, including negligence, by Dell Technologies or a third-party service provider.

Third Party Warranties. These Services may require Dell Technologies to access hardware or software that is not manufactured or soldby Dell Technologies. Some manufacturers' warranties may become void if Dell Technologies or anyone else other than the manufacturer
works on the hardware or software. Customer will ensure that Dell Technologies’ performance of Services will not affect such warranties
or, if it does, that the effect will be acceptable to Customer. Dell Technologies does not take responsibility for third party warranties or forany effect that the Services may have on those warranties.
Maintain Software and Services Releases. Customer must maintain software and Supported Product(s) at Dell Technologies specified
minimum release levels as specified on the Reference Code Document.
Customer must also ensure installation of minimum software or firmware release levels on replacement parts, patches, software
updates or subsequent releases as directed by Dell to keep the Supported Product(s) eligible for this Service. Dell Technologies
reserves the right, in its sole discretion, to deny support for any software and Supported Product(s) that does not meet Dell
Technologies specified minimum release levels as specified on the Reference Code Document.

Services Terms & Conditions
This Service Description is entered between you, the customer (“you” or “Customer”), and Dell Technologies. This Service is provided
subject to and governed by Customer’s Agreement with Dell Technologies.
Products or services obtained from any Dell Technologies reseller are governed solely by the agreement between the purchaser and thereseller. That agreement may provide terms that are the same as the terms in this document or in the online terms below. The reseller
may make arrangements with Dell Technologies to perform warranty and/or maintenance services for the purchaser on behalf of thereseller. Customers and resellers who perform warranty and/or maintenance services or professional services must be properly trained
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Dell Customer Communication - Confidential
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 maintenanceservices on Products obtained from a reseller.
In the absence of an agreement explicitly authorizing this Service, depending on Customer’s location, this Service is provided subject toand governed by either Dell’s Commercial Terms of Sale or the reseller agreement referenced in the table below. Please see the tablebelow which lists the URL applicable to your Customer location where your agreement can be located. The parties acknowledge having
read and agree to be bound by such online terms.

-

Customer
Location-

Terms & Conditions Applicable to Your Purchase of the Services-

Customers Purchasing
Services Directly

Customers Purchasing Services
Through an Authorized Reseller

UnitedStates--Dell.ca/terms (English)
Dell.ca/conditions (French-Canadian)Dell.ca/terms (English)
Dell.ca/conditions (French-Canadian)

Latin
America &Caribbean
Countries

Local Dell.com country-specific website or
Dell.com/servicedescriptions.*

Service Descriptions and other Dell Technologies service documents
which you may receive from your seller shall not constitute anagreement between you and Dell Technologies but shall serve only todescribe the content of Service you are purchasing from your seller,
your obligations as a recipient of the Service and the boundaries andlimitations of such Service. As a consequence hereof any reference
to “Customer” in this Service Description and in any other Dell
Technologies service document shall in this context be understood asa reference to you whereas any reference to the Dell Technologies
shall only be understood as a reference to a Dell Technologies as aservice provider providing the Service on behalf of your seller. You
will not have a direct contractual relationship with the Dell
Technologies with regards to the Service described herein. For the
avoidance of doubt any payment terms or other contractual terms
which are by their nature solely relevant between a buyer and a seller
directly shall not be applicable to you and will be as agreed between
you and your seller.

AsiaPacific-Japan

Local Dell.com country-specific website or
Dell.com/servicedescriptions.*

Service Descriptions and other Dell Technologies service documents
which you may receive from your seller shall not constitute anagreement between you and the Dell Technologies but shall serve
only to describe the content of Service you are purchasing from yourseller, your obligations as a recipient of the Service and theboundaries and limitations of such Service. As a consequence hereof
any reference to “Customer” in this Service Description and in any
other Dell Technologies service document shall in this context beunderstood as a reference to you whereas any reference to the Dell
Technologies shall only be understood as a reference to a Dell
Technologies as a service provider providing the Service on behalf ofyour seller. You will not have a direct contractual relationship with theDell Technologies with regards to the Service described herein. For
the avoidance of doubt any payment terms or other contractual terms
which are by their nature solely relevant between a buyer and a seller
directly shall not be applicable to you and will be as agreed between
you and your seller.

Europe,Middle East,& Africa-

Service Descriptions and other Dell Technologies service documents
which you may receive from your seller shall not constitute anagreement between you and the Dell Technologies but shall serve
only to describe the content of Service you are purchasing from yourseller, your obligations as a recipient of the Service and theboundaries and limitations of such Service. As a consequence hereof
any reference to “Customer” in this Service Description and in any
other Dell Technologies service document shall in this context beunderstood as a reference to you whereas any reference to the Dell
Technologies shall only be understood as a reference to a Dell
Technologies as a service provider providing the Service on behalf ofCanadaDell.com/CTS

Local Dell.com country-specific website or
Dell.com/servicedescriptions.*
In addition, customers located in France,
Germany and the UK can select the applicable
URL below:
France: Dell.fr/ConditionsGeneralesdeVente-

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Dell Customer Communication - Confidential
Germany: Dell.de/AGB-

UK: Dell.co.uk/terms

your seller. You will not have a direct contractual relationship with theDell Technologies with regards to the Service described herein. For
the avoidance of doubt any payment terms or other contractual terms
which are by their nature solely relevant between a buyer and a seller
directly shall not be applicable to you and will be as agreed between
you and your seller.

* Customers may access their local Dell.com website by simply accessing Dell.com from a computer connected to the Internet within their locality or bychoosing among the options at Dell’s “Choose a Region/Country” website available at Dell.com/content/public/choosecountry.aspx?c=us&l=en&s=gen.

Customer further agrees that by renewing, modifying, extending or continuing to utilize the Service beyond the initial term, the Service
will be subject to the then-current Service Description available for review at Dell.com/servicedescriptions.
By placing your order for the Services, receiving delivery of the Services, utilizing the Services or associated software or byclicking/checking the “I Agree” button or box or similar on the Dell.com or DellEMC.com website in connection with your purchase orwithin a Dell Technologies software or Internet interface, you agree to be bound by this Service Description and the agreements
incorporated by reference herein. If you are entering this Service Description on behalf of a company or other legal entity, you represent
that you have authority to bind such entity to this Service Description, in which case “you” or “Customer” shall refer to such entity. In
addition to receiving this Service Description, Customers in certain countries may also be required to execute a signed Order Form.

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Dell Customer Communication - Confidential

Supplemental Terms & Conditions
1.

Term of Service. This Service Description commences on the date listed on your Order Form and continues through the term(“Term”) indicated on the Order Form. As applicable, the number of systems, licenses, installations, deployments, managed
endpoints or end-users for which Customer has purchased any one or more Services, the rate or price, and the applicable Term foreach Service is indicated on Customer’s Order Form. Unless otherwise agreed in writing between Dell Technologies andCustomer, purchases of Services under this Service Description must be solely for Customer’s own internal use and not for resaleor service bureau purposes.

2.

Important Additional Informationa)Rescheduling. Once this Service has been scheduled, any changes to the schedule must occur at least 8 calendar days prior
to the scheduled date. If Customer reschedules this service within 7 days or less prior to the scheduled date, there will be arescheduling fee not to exceed 25% of the price for the Services. Any rescheduling of the Service will be confirmed by Customer
at least 8 days prior to commencement of the Service.

b)

Payment for Hardware Purchased With Services. Unless otherwise agreed to in writing, payment for hardware shall in no casebe contingent upon performance or delivery of services purchased with such hardware.

c)

Limits to Scope of Service. Dell may refuse to provide Service if, in its opinion, providing the Service creates an unreasonablerisk to Dell or Dell’s Service providers or if any requested service is beyond the scope of Service. Dell is not liable for any
failure or delay in performance due to any cause beyond its control, including Customer’s failure to comply with its obligations
under this Service Description.

d)Service Scope Changes. Unless otherwise agreed in writing with Customer, Dell Technologies reserves the right to change
the scope of Services upon sixty (60) days’ prior written notice to Customer. Other than changes caused by publishers andmanufacturers of Third Party Products, the Customer will be notified of any change in the scope of Support Services in themanner stated in the then current Agreement between Dell Technologies and the Customer.

e)Privacy. Dell Technologies will treat any personal information collected under this Service Description in accordance with theapplicable jurisdiction’s Dell Technologies Privacy Statement, all of which are available at http://www.dell.com/localprivacy andeach of which is hereby incorporated by reference.

f)

Optional Services. Optional services (including point-of–need support, installation, consulting, managed, professional, support
or training services) may be available for purchase from Dell Technologies and will vary by Customer location. Optional
services may require a separate agreement with Dell Technologies. In the absence of such agreement, optional services areprovided pursuant to this Service Description.

g)

Assignment and Subcontracting. Dell Technologies may subcontract this Service and/or assign this Service Description toqualified third party service providers who will perform the Service on Dell Technologies’ behalf.

h)Cancellation. Dell Technologies may cancel this Service at any time during the Term for any of the following reasons:a. Customer fails to pay the partial or total total price for this Service in accordance with the invoice terms;
b. Customer is abusive, threatening, or refuses to cooperate with the assisting analyst or on-site technician
c. Customer fails to abide by all of the terms and conditions set forth in this Service Description;d. Customer requests replacement of components that materially exceed the standard failure rates for the component
and system involved, which failure rates are constantly monitored. Please reference exclusion section above.
If Dell Technologies cancels this Service pursuant to this paragraph, Dell Technologies will send Customer written notice ofcancellation at the address indicated on Customer’s invoice. The notice will include the reason for cancellation and theeffective date of cancellation, which will be not less than ten (10) days from the date Dell Technologies sends notice ofcancellation to Customer, unless local law requires other cancellation provisions that may not by varied by agreement. If Dell
Technologies cancels this pursuant to this paragraph, Customer shall not be entitled to any refund of fees paid or due to Dell
Technologies.

i)Geographic Limitations and Relocation.
1.

Dell Technologies may not be able to provide 4 hour On-site and replacement parts Support Services with respect toEquipment that is outside the Dell Technologies Service Area. “Dell Technologies Service Area” means a location that iswithin (i) one hundred (100) drivable miles or one hundred sixty (160) drivable kilometers of a Dell Technologies service
location; 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 this Service Description or the Agreement, on-site service is available within adistance of up to 150 kilometers from nearest Dell Technologies Logistics location (PUDO or Pick-Up/Drop-Off

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Dell Customer Communication - Confidential
location). Please contact your sales representative for more information about availability of on-site service in EMEA
based upon Dell Technogies service locations prior to purchase.
2.

j)This Service is not available at all locations. If your Product is not located in the geographic location that matches thelocation reflected in Dell Technologies’s 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 thesedetails. 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 the Customer’s failure or refusal to accept shipment of parts. Multi-component storage systems require
active support option agreements on all hardware and software components of the system in order to receive all of thebenefits 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 toCustomer.

Order of Precedence. Unless otherwise agreed in an Agreement in writing by the parties, if there is a conflict between the termsof any of the documents that comprise this Agreement, the documents will prevail in the following order: (i) this Service
Description; (ii) the Agreement. Prevailing terms will be construed as narrowly as possible to resolve the conflict while preserving
as much of the non-conflicting terms as possible, including preserving non-conflicting provisions within the same paragraph,section or sub-section.

CONTACT US
To learn more, contact your local representative or authorized reseller.
Copyright © 2024 Dell Inc. or its subsidiaries. All Rights Reserved. Dell Technologies, Dell and other trademarks are trademarksof Dell Inc. or its subsidiaries. Other trademarks may be trademarks of their respective owners. Published in the USA.
Dell Technologies believes the information in this document is accurate as of its publication date. The information is subject to change
Dell Technologies
ProSupport Plus for Infrastructure | v11| May 2024
without
notice.