http://www.dell.com/downloads/global/topics/linux/lweservicesflier1.doc
Regional Service & Support Availability Options
Dell Services vary from region to region as Dell continues to scale and make consistent service offerings around the globe. The sections below describe those features available by region.
Americas Support
All of the services listed above are available in the US, Canada and Latin America. (NOTE: PESS is provided in English only, with limited Spanish-speaking TAM support available. Latin America is in the process of deploying PESS regionally). In particular, PESS Gold is the best option for a customer requiring immediate, highly trained support technicians. For details on the PESS support tiers, check these web pages:
http://inside.us.dell.com/services/BronzeSupport.asp
http://inside.us.dell.com/services/SilverSupport.asp
http://inside.us.dell.com/services/GoldSupport.asp
http://inside.us.dell.com/services/PlatinumSupport.asp
Europe, Middle East, and Africa (EMEA) Support
Dell Services in Europe can provide PESS Gold level advanced software remote resolution support for Dell servers installed with Red Hat Professional, but do NOT offer the DirectLine +. In Europe, customers can purchase PESS Silver and Gold level support with 3-year Advanced Software Support that includes 3-advanced remote resolutions for the 3-year service contract life. PESS Gold is the recommended cost-competitive service package for the Red Hat professional customer.
PESS services for Red Hat are currently available in English only but with limited French and German telephone/email support during regular business hours (9 a.m. - 5 p.m. GMT). Details on PESS in Europe can be found at:
http://inside.euro.dell.com/emea/services/support%20services/enterprise%20support%20services/
Dell Professional Services are available in limited regions and are currently in English only. The Dell | Red Hat alliance services selected regions. For more details on Professional Services in Europe:
http://inside.euro.dell.com/emea/services/professional%20services/dell%20technology%20consulting/
Asia/Pacific (APAC) support
Support for Red Hat Linux Professional is provided directly from Red Hat support services in the Asia/Pacific region. Customers receive a drop-in-the-box service activation card. These services entitle customers to 90 days of web-based support (http://www.redhat.com/support), 90-days of telephone-based support (includes basic setup and configuration), and 180-days of Red Hat Network subscription services. Additionally, Red Hat’s service provides 1-incident support for an advanced software or configuration resolution.
Dell PESS for Red Hat Linux will become available for the APAC region later this year. Please check the following web site for updates:
http://inside.ap.dell.com/services/PESS.htm
Dell Professional Services is currently working to expand consulting and migration services into the region to be available in 2003.
Japan Support
Dell Japan provides PESS Gold level support for servers installed with Red Hat Linux Professional, including 3 remote software resolutions over the 3-year contract period. Customers can also purchase DirectLine Plus service packs in limited availability from Dell Japan.
Japan currently does not offer Professional Services directly from Dell Japan, but are in the process of working with DPS and Red Hat to offer migration and HPCC capabilities.
Updates and service information for Japan is posted at:
http://inside.jp.dell.com/servm/index.asp
Hardware Warranty and Support
Dell PowerEdge servers come with the following standard support:
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Three-year limited warranty3 supplemented with three years of Next Business Day on-site1 parts replacement and one year of Next Business Day on-site1 labor
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2-hour/7-day Lifetime Telephone Technical Support for troubleshooting and diagnosis of Dell hardware
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24-hour/7-day E-support services featuring extensive online support capabilities
Dell PowerEdge SC servers come with the following standard support:
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One-year limited warranty3 supplemented with one year of Next Business Day on-site1 parts replacement and one year of Next Business Day on-site1 labor
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30-day Getting Started Technical Support Program4
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24-hour/7-day One-Year Telephone Technical Support for troubleshooting and diagnosis of Dell hardware
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24-hour/7day Online Support Services
Services vary by region. For more information on the available services in your area, please visit http://www.dell.com/
1 Service may be provided by third-party. Technician will be dispatched if necessary following phone-based troubleshooting. Subject to parts availability and geographical restrictions. Service timing dependent upon time of day call placed to Dell. Subject to terms of service contract. U.S. only.
2 This guarantee does not apply to Directline Plus for Red Hat Linux Advanced Server purchased with a 4 business-hour response time. [FYI – this birdseed is from the Services Boilerplate for ESG.]
3 For a complete copy of our guarantees or limited warranties, please visit http://www.dell.com/us/en/gen/services/service_service_contracts.htm or write to Dell USA L.P., One Dell Way, Round Rock, Texas 78682, Attn: Warranties.
4 30-day telephone support program is at no additional charge to help customers with installation optimization and configuration questions during the critical 30-day period after shipment of PowerEdge systems. This program is available to customers who purchase Novell NetWare® , Microsoft Windows NT Server, Windows 2000 Server, Red Hat Professional, or Red hat Advanced Server with their PowerEdge server from Dell. Support provided after the 30-day Getting Started Program will be for only the Dell hardware. Beyond 30 days from the invoice date, Dell’s DirectLine telephone support service is available for purchase for NOS support.
Dell cannot be responsible for errors in typography or photography.
Dell, PowerVault and PowerEdge are trademarks of Dell Computer Corporation. Red Hat is a registered trademark of Red Hat, Inc. Linux is a registered trademark of Linus Torvalds. Microsoft and Windows are registered trademarks of Microsoft. Novell is a registered trademark of Novell. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell disclaims proprietary interest in the marks and names of others.
©Copyright 2002 Dell Computer Corporation. All rights reserved. Reproduction in any manner whatsoever without the express written permission of Dell Computer Corporation is strictly forbidden. For more information contact Dell.
Dell Enterprise Systems Group Page November 2002
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