Dell goes Pro with support

Dell offers customers tailored ProSupport packages to meet different requirements

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By  Sean Robson Published  June 1, 2008

Dell customers in the Middle East will now be able to tailor-make their services with the launch of Dell ProSupport, an offering from the vendor which will span both its commercial products and solutions portfolios.

"Our customers and partners asked us to break the mould of ‘one-size-fits-all' reactive support to help them meet the needs of increasingly diverse, global and mission-critical IT operations," said Michael Collins, the general manager of Dell Middle East.

"Dell listened and acted. ProSupport delivers important new features and capabilities that make it easier to get the right support package at the right time in the right way. ProSupport is an important step forward in enabling our customers and partners to tap into a world-class service delivery capability that end-users need-and toward Dell's broader vision to simplify IT," he said.

"Everything about ProSupport is about the customer, their needs, demands and budgets. We are putting the choice in the hands of our customers, depending on the technology usage needs we will give them what they need, nothing more and nothing less, it's about flexibility," continued Collins.

According to Dell, enterprise customers can tailor support for products according to their own specifications and requirements. In some cases, this can even involve the bypass of scripted troubleshooting, to go directly to the dispatching of parts and the relevant technician. In the same way the customer can decide the severity level of the problem they are experiencing and demand from the vendor the appropriate level of support.

ProSupport was conceived after Dell distilled a plethora of service offerings down to what it believes to be two customisable packages with flexible options for service level and proactive management.

The two packages include ProSupport for IT and ProSupport for end-users. The former is aimed at technical experts and includes complete support on a 24/7 basis along with what it terms Fast-Track dispatch, a service that speeds resolution for certified IT professionals by quickly dispatching parts and Dell technicians to their location.

Organisations that make do without a dedicated IT department will be able to use the latter offering which makes use of collaborative support for common applications along with wireless access configuration. These companies will also be able to access technicians via the Dell expert centre.

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