Premier Enterprise Support

Premier Enterprise Support
Premier Enterprise Support features tiered packages of services (Platinum, Gold, Silver, and Bronze) to help satisfy the business-critical needs of Dell’s server and storage customers. Since maximizing system uptime is crucial for enterprise customers, many features of Dell’s Premier Enterprise Support Service Tiers Gold and Platinum levels are focused on preventing issues – such as remote monitoring, pre-failure alerting, change notification, and change management.
Other services are focused on rapid resolution to quickly resolve any issues as they occur. Services range from on-site1 service for hardware to remote software and storage support with seamless support for select third party products. Gold and Platinum customers can benefit from engineer-to-engineer support, on-site troubleshooting, on-site engineers, and on-site spares (depending on the options that customers choose).
Platinum Support: For around-the-clock, business-critical environments, Platinum support provides fully integrated and comprehensive custom solutions for all Dell systems installed with strategic operating systems Some of the key program features include: Dedicated Technical Account Manager, On-site hardware Troubleshooting, Customer Training, Seamless Support and a 2-hour on-site response1 and 6-hour repair commitment for hardware issues.
Gold Support: For Linux-, Microsoft® Windows®-, and Novell®-based business-critical systems, Gold support offers a rich suite of high-end services designed to help manage key environments. Some of the key program features include: Seamless Support, Technical Account Manager Team, Customer-Defined Call Priority, and 4-hour on-site response for hardware issues.1, 2
Silver or Bronze Support: For server and storage systems that require basic levels of support, the Silver or Bronze tiers enable customers implementing Red Hat Linux to choose from a variety of services based on their requirements.
DirectLine Plus
Some customers may require software support services on an incident package basis specifically to support their Dell | Red Hat environment. For these customers, Dell Services provides the DirectLine Plus incident packs. DirectLine Plus incident packages are sold in increments of
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1 to 10 resolutions in any 1 year period
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15 Resolutions over 3 years
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30 Resolutions over 3 years
Red Hat will not offer its collaborative version of DirectLine Plus support services for Red Hat Linux 8.0 through Dell. Those customers needing support beyond Red Hat’s basic 90-day phone / 90-day email support / 180 RH Network basic FTP download / and one advanced resolution, should purchase a DirectLine Plus or PESS contract from Dell.
Dell provides software technical support via telephone free of charge for 30 days to customers who purchase Red Hat Linux Professional 8.0 factory installed on PowerEdge and SC Servers. If customers need advanced software support beyond 30 days (other than basic installation and configuration) they can purchase a DirectLine Plus contract from Dell. DirectLine Plus provides phone support with 8x5 or 24x7 coverage with a guaranteed contact response time of 2 hours for non-critical issues. Please note that customers requiring Enterprise class support for Linux should consider purchasing the Advanced Server product instead of Red Hat Linux Professional version 8.0.
Because Red Hat Linux Professional version 8.0 is a Linux “community” product, not all customer issues may be answered. Dell takes first call on all Linux support questions. If unable to provide the appropriate OS response, Dell will open an incident report to the Linux community via web, 'bugzilla', or RHN channels. Once the problem is resolved through these channels, Dell will close the issue with the customer. The PowerEdge server hardware comes standard with a three year limited warranty3 supplemented with three years of Next Business Day On-Site1 parts replacement and one year of On-Site1 Labor Service.
In addition to its basic 30-day telephone operating system support for Red Hat Linux, Dell offers an enhanced suite of Professional Services, custom integration, and advanced performance computing (high-performance compute clusters, a.k.a. HPCC) to customers. Professional services vary by region. Please refer to the web sites below for more information:
For more information on the Dell | Red Hat alliance, check out the Dell.com web page at:
http://www.dell.com/us/en/esg/topics/linux_linuxhome.htm
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