Premier Enterprise Support features tiered packages of services (Platinum, Gold, Silver, and Bronze) to help satisfy the mission-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-site2 service for hardware to remote software and storage support with seamless support for select third party products. Gold and Platinum customers benefit from engineer-to-engineer support, on-site troubleshooting, on-site engineers, and on-site spares.
Today’s mission-critical environments require maximum uptime enabled by problem prevention and rapid resolution if issues do occur. Through the Premier Enterprise Support program, Dell offers a tiered service offering to help satisfy the unique needs of server and storage customers across a range of computing environments.
Premier Enterprise Support offers four tiers of service: Platinum, Gold, Silver, and Bronze. Each of these service tiers is designed to meet the varied needs of our enterprise customers.
Platinum Support: For around-the-clock, mission-critical environments, Platinum support provides fully integrated and comprehensive custom solutions for all Dell strategic operating systems. Some of the key program features include: Dedicated Technical Account Manager, On-site Troubleshooting, Customer Training, Seamless Support and a 2-hour on-site response1 and 6-hour repair2 commitment.
Gold Support: For Linux-, Microsoft-, 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 response.1
Silver or Bronze Support: For 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. These options include: DirectLine Plus (see description below), annual contracts offering resolution 24x7 or 8 x5, and incident packages for either 5 or 10 incidents (annual contracts cover a specific server; incident packs cover any server.)
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