data center tech brief

8/14/2019 Data Center Tech Brief

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Microsoft Windows 2000Datacenter Server TechnologyBrief


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Description ............................................................................................................................1

Goals...................................................................................................................................... 1

Objectives .............................................................................................................................. 1

Prerequisites ..........................................................................................................................1

Introduction ...........................................................................................................................2

Product Positioning................................................................................................................ 2

Product Features .................................................................................................................... 3

Parts Replacement Procedure for Datacenter ........................................................................ 4

Identifying the Original Configuration File........... .......... ........... .......... ........... .......... ........... . 5

Reloading the Windows 2000 Datacenter Server Image and the Configuration Comparison

Utility.....................................................................................................................................7

DellService Strategy............................................................................................................... 29

Virtual Integration and the DSP Program................. ........... .......... ........... .......... ........... ...... 29Dell Tech Support and the Field Service Technician. .......... .......... ........... .......... ........... . 29

People.............................................................................................................................. 30

Processes..........................................................................................................................30

Technology......................................................................................................................31

Virtual Integration Benefits Dell ......................................................................................... 31

Virtual Integration Benefits the Customer.............. ........... .......... ........... .......... ........... ........ 32

Virtual Integration Benefits .................................................................................................32

DSP Support ............................................................................................................................33

Introduction .........................................................................................................................33General Dell and DSP Responsibilities ...............................................................................33

What DELL Provides the DSP ........................................................................................ 33

How the DSP Responds to a Service Request .................................................................34

DSP Management Tasks.............................................................................................. 34

DSP CRE Tasks...........................................................................................................34

Details of DSP Response Procedures ..................................................................................35

Response Policies ............................................................................................................35

Response Time ............................................................................................................35

Virus Scanning ............................................................................................................35Diagnostic Tests ..........................................................................................................36

Acceptance Certificate................................................................................................. 37

Change in Scope or Unforeseen Problems............. ........... .......... ........... .......... ........... . 37

Liability for Customers Data.......... .......... ........... .......... ........... .......... ........... .......... ... 37

Hardware and Software ...............................................................................................37


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Bill Rates......................................................................................................................38

Next Business Day Service ..................................................................................................39

Whole Unit Dispatch........................................................................................................40

Out of Warranty Repairs (OWR) .....................................................................................41

Defective Parts Returns....................................................................................................42

Return type.......................................................................................................................42

Escalation Process................................................................................................................42

Description .......................................................................................................................42

Typical Reasons for Escalation........... .......... ........... .......... ........... .......... ........... .......... ....43

Escalation Procedures ......................................................................................................45

Asset Tag Utility ..............................................................................................................47

Using the Asset Tag Utility..........................................................................................47

Assigning and Changing an Asset Tag.........................................................................49

Assigning and Changing an Asset Tag.........................................................................49Getting Help on the Asset Tag Utility..........................................................................49


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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 1 Dell

DescriptionThis technology brief is to prepare Dell Service

Providers (DSPs) to service the Dell PowerEdge 8450

running Microsoft Windows 2000 Datacenter Server.

This brief provides information on the newprocedures necessary for working with Microsoft

Windows 2000 Datacenter Server, and provides a brief

overview of the new features and benefits of the

operating system.

GoalsThe goals for this technology brief are to help you:

Recognize the benefits and constraints introduced with Microsoft

Windows 2000 Datacenter Server.

Understand the impact of the Windows 2000 Datacenter Server system

certification requirements on serviceability.

Understand the new processes that are required to be followed when

performing service on a Dell PowerEdge 8450 running Windows 2000

Datacenter Server.

ObjectivesAfter completing this brief, participants will be

able to:

Understand the new service procedures required for the Dell PowerEdge8450 when Microsoft Windows 2000 Datacenter Server is installed.

Use the CFGCMP.EXE utility to generate a log file to send to Dell.

Use the W2K DC Resource CD to reload the operating system image.

PrerequisitesBefore working with Microsoft Windows 2000

Datacenter Server on the Dell PowerEdge 8450,

service personnel must have:

DCSE Associates Level Servers V 3.0 or higher certification.

Product training for the Dell PowerEdge 8450.

Experience with the basic procedures for installing and configuring

Microsoft Windows 2000 Advanced Server and drivers in an enterprise-

class server environment.


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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 2

IntroductionThis document is intended to provide a DSP with an

understanding of Microsoft Windows 2000 Datacenter

Server on the Dell PowerEdge 8450. It will do so

by:

Providing product positioning information explaining the type of customer

and intended use of Microsoft Windows 2000 Datacenter Server.

Providing general information about the features of Microsoft Windows

2000 Datacenter Server and the Dell Windows 2000 Datacenter

Configuration Packet.

Explaining the new support procedures required when servicing a Dell

PowerEdge 8450 running Microsoft Windows 2000 Datacenter Server.

Product PositioningAccording to the Microsoft Windows 2000 Datacenter

Server White Paper, The Microsoft Windows 2000

Datacenter Server operating system is designed for

enterprises that need very reliable high-end

hardware and software for their high-traffic

computer networks It supports up to 32-way

symmetric multiprocessing (SMP) and up to 64

gigabytes (GB) of physical memory. In addition to

the features available in Windows 2000 Advanced

Server, Datacenter Server offers Physical Address

Extension (PAE) to extend physical memorysubstantially, Winsock Direct to facilitate high-

speed communications, and the Process Control tool,

a new job object management tool. Unlike other

Microsoft operating systems, Windows 2000 Datacenter

Server is only available from OEMs, such as Dell,

who have agreed to offer a complete package of

hardware, software, and support services for

customers with mission-critical, large-scale server

needs and have passed their hardware through

rigorous testing to license and support Datacenter

Server.

Microsoft Windows 2000 Datacenter Server is designed

for high-availability (99.9% uptime) installations,

and as a result has stringent configuration and

change management requirements. Any configuration

of a server with Windows 2000 Datacenter Server must

pass a 14-day certification process before it can be


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shipped. Any introduction of or change to firmware,

hardware, or software with kernel-level interfaces

requires re-certification of the configuration. As

a result, a configuration comparison utility

(CFGCMP.EXE) is available to help identify and

report configuration changes.Dell will deliver Microsoft Windows 2000 Datacenter

Server as a factory-installed option on the Dell

PowerEdge 8450. The Dell PowerEdge 8450 offers up

to 8-way SMP and up to 32 GB of physical memory.

Dell will certify configurations on behalf of

customers wishing to order the Dell PowerEdge 8450

with Microsoft Windows 2000 Datacenter Server

installed.

Product FeaturesMicrosoft Windows 2000 Datacenter Server includesall of the features available in Windows 2000

Advanced Server, and adds or extends features as

listed in the following table:

Feature Windows 2000 AdvancedServer

Windows 2000 DatacenterServer

Maximum # of Processors 8 321

Maximum Memory 8 GB (with PAE) 64 GB2

(with PAE)

Job Object Management Job Object API Process Control Tool

Winsock Direct Support No Yes

Hardware Compatibility

List

Windows 2000 HCL Datacenter HCL

MSCS Failover Cluster

Support

2 nodes 2-4 nodes3

Network Load Balancing Maximum of 32 nodes Maximum of 32 nodes

1Maximum of 32 processors applies per cluster. Dell will offer Microsoft Windows 2000

Datacenter Server on the PowerEdge 8450, which provides support for up to 8 processors per

server.

2The Dell PowerEdge 8450 provides support for a maximum of 32 GB of physical memory.

3MSCS cluster support will not be available from Dell until after the initial launch of

Microsoft Windows 2000 Datacenter Server.


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Parts Replacement Procedure for DatacenterDue to the strict configuration certification and

change management requirements, Dell requires the

DSP to take additional action when performing parts

replacement service on a Dell PowerEdge 8450 runningMicrosoft Windows 2000 Datacenter Server. The new

procedure for a typical parts replacement service is

outlined in the table below:

# Parts Replacement Procedure

1. Arrive at the customer site with the requested replacement part.

2. If the server is not capable of running the operating system as a result of the failure,

replace the part(s) and follow the procedure in the Reloading the Windows 2000

Datacenter Server Image and the Configuration Comparison Utilitysection of this

document.

3. Ask the customer to log on as Administrator or an account with Administrator privileges.4. Click Start -> Run, type CMD, and click to launch the command prompt.

5. Change to the C:\DELL\DATACNTR\CONFIG FILE\ directory, and run the configuration

comparison tool using the following syntax:

CFGCMP -d -v -r new_filename14

original_filename5

6. Copy new_filename14 to a blank, formatted floppy diskette.

7. Perform the requested parts replacement procedure.

NOTE: If the parts replacement requires taking the server offline or out of service, be

sure the customer is aware of this requirement.

8. If necessary, restart the server and ask the customer to log on as Administrator or an

account with Administrator privileges.

9. Change to the C:\DELL\DATACNTR\CONFIG FILE\directory, and run the

configuration comparison tool using the following syntax:

CFGCMP -d -v -r new_filename26

original_filename5

10. Copy new_filename26 to a blank, formatted floppy diskette.

11. Ask the customer to send e-mail to [email protected] with the two

files from the floppy diskette (new_filename14and new_filename26) as attachments.

This e-mail should also contain a phone number where you (the servicing technician)

4The file new_filename1 should adhere to the following naming convention:

Pre-service-MMDDYY.nfo.log whereMMDDYYrepresent the month, day, and yearof the service (e.g. Pre-service-112700.nfo.log for service performed on 11-27-00).

5The original_filename should adhere to the naming convention in theIdentifying the

Original Configuration File section of this document

6The file new_filename2 should adhere to the following naming convention:

Post-service-MMDDYY.nfo.log whereMMDDYYrepresent the month, day, and

year of the service (e.g. Post-service-112700.nfo.log for service performed on 11-27-

00).


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# Parts Replacement Procedure

can be reached.

12. Upon receiving the e-mail, the Dell Datacenter Expert Center will compare the

configuration file with the customers original configuration and place a return call to the

telephone number listed in the e-mail. Estimated time for the return phone call is

approximately 10 to 15 minutes.

13. If the Dell Datacenter Expert Center representative analyzes the configuration and

indicates that it is acceptable, you will be asked to obtain the customers agreement and

close the service call.

If there is a problem with the configuration, the Dell Datacenter Expert Center will

provide additional guidance to help resolve the problem.

Identifying the Original Configuration FileThe CFGCMP.EXE utility and original configuration

log file should exist in the C:\Dell\DataCntr\ConfigFile directory on the Dell PowerEdge 8450 server

with Microsoft Windows 2000 Datacenter Server

installed. The naming convention for the original

configuration log file consists of several

information fields separated by hyphens, and ends

with the .nfo.log file extension. The fields are

listed in the following table:

DataCenterVersion

CertificationBase Date

ComponentRevision

CertifiedRevision

Company ServiceTag

W20 0011 A 01 DELL 8FXEE

With these parameters, the configuration file name and path are as follows:

C:\DELL\DATACNTR\CONFIG FILE\W20-0011-A-01-DELL-8FXEE.nfo.log

The certification team at Dell determines how these

fields are derived and populated. What is important

for you to know is the basic structure of this

filename, which allows you to recognize it quickly.

It should be easy to identify this file if you use

the following procedure:

# Identifying the Original Configuration File

1. Click on Start -> Run, type cmd, and click to launch the command prompt.

2. Type cd Dell\DataCntr\Config File and press .

NOTE: There is a space after cd and another between Config and File. Be sure to

type the double quotes.

3. Identify the Service Tag number for the Dell PowerEdge 8450 server.

4. Type dir *SVTAG.nfo.log and press .

NOTE: The actual Service Tag number for the server should replace SVTAGin the

command above.


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# Identifying the Original Configuration File

NOTE: There is a space between dir and the asterisk (*) in the command above.

5. Verify that the filename found adheres to the standard in the previous table, and record

the filename for later use.


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Reloading the Windows 2000 Datacenter ServerImage and the Configuration Comparison UtilityCAUTION: ANY DATA ON THE C: DRIVE WILL BE LOST if this

procedure is followed. This procedure will replace the contents of the

customers C: drive, and should only be used in the event of catastrophicfailure that renders the operating system unusable. Make sure the customer is

aware of this before continuing.

Follow this procedure to reload the image file from

the W2K DC Resource CD that is a part of the

customers Configuration Packet for Windows 2000

Datacenter Server:

# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE

1. Inform the customer that reloading the image will replace the contents of the C: drive on the

server.

2. Insert the W2K DC Resource CDinto the CD-ROM drive of the Dell PowerEdge 8450 that

needs to have its Microsoft Windows 2000 Datacenter Server image reloaded.

3. Restart the Dell PowerEdge 8450 server, and allow it to boot to the CD-ROM.

4. Press the to select 1. RESTORE: (Please call Dell Datacenter Tech Support

before performing), then press .

NOTE: The default is EXIT: (This will stop and not restore hard disk). You must press the

to select RESTORE if you wish to proceed.


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5. Press the to select 1. YES: (This will destroy your current Datacenter Image,

Proceed?), then press .

NOTE: The default is NO: (This will stop and not restore hard disk). You must press the

to select YES if you wish to proceed.

The Restore process will automatically load real-mode (DOS) CD-ROM drivers and assign the

CD-ROM as drive Z:.


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The restore process will then launch Norton Ghost and begin copying the image to the C:

drive.

NOTE: The blue Progress Indicator at the top of the screen will move from 0% to 100% as the

image is restored.

6. After Norton Ghost has finished restoring the image, the following screen will appear.

Remove the W2K DC Resource CDfrom the CD-ROM drive, and press to reboot the

system.

A text-mode Starting Windows status bar will briefly appear.


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The Windows 2000 Server Family splash screen will briefly appear.

Windows 2000 Datacenter Server will automatically check the integrity of hard disk drive by

running CHKDSK. Once CHKDSK is complete, the system will restart.



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Windows 2000 Datacenter Server will automatically complete the final phases of setup.

7. Windows 2000 Server Setup will present the software licensing agreement. Select I accept

the agreement, and then click .


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Setup will then begin Installing Devices automatically.

8. After device detection is complete, the system will restart. If the Dell PowerEdge 8450 server

has more than 4 GB of memory installed, be sure to select Microsoft Windows 2000

Datacenter Server with PAE and press to continue loading the OS.



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The Please wait dialog box will appear as Windows 2000 Datacenter Server starts services

and initializes devices.


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9. Press to log on to Windows 2000 Datacenter Server.

10. Type Administrator for the User name, and leave the Password blank. Click to log

on.

NOTE: The initial Administrator password is blank. The customer will need to set the

password.


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The Please wait dialog box will appear as the settings and policies for the Administrator

account are applied.

After the settings are applied, the default desktop will appear.


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11. Click Start -> Run, type cmd, and click to open a command prompt window.

12. Type md Dell and press .

NOTE: There is a space between md and Dell in the command above.

13. Type cd Dell and press .

NOTE: There is a space between cd and Dell in the command above.


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14. Type md DataCntr and press .

NOTE: There is a space between md and DataCntr in the command above.

15. Type cd DataCntr and press .

NOTE: There is a space between cd and DataCntr in the command above.


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16. Type md Config File and press .

NOTE: There is a space between md and Config File in the command above. Make sure to

type the double-quotes.

17. Type cd Config File and press .

NOTE: There is a space between cd and Config File in the command above. Make sure to

type the double-quotes.


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18. Make sure that your command prompt reads C:\Dell\DataCntr\Config File>. Type exit and

press to close the command prompt.

19. Insert the Microsoft Windows 2000 Datacenter ServerCD into the CD-ROM drive. It should

autorun and produce the following dialog box:


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20. Click .

21. Double-click the Support folder.


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22. Double-click the Tools folder.


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23. Double-click SUPPORT.CAB to browse the compressed cabinet file.


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24. Highlight cfgcmp.exe.


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25. Right-click cfgcmp.exe, and select Extract.

26. Click the + (plus sign) next to Local Disk (C:).


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27. Click the + (plus sign) next to Dell.

28. Click the + (plus sign) next to DataCntr.


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29. Highlight Config File and click .

30. Click the X in the upper right corner to close Windows Explorer.


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31. Click .

32. Click Start -> Run, type cmd, and click to open a command prompt window.


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33. Type cd Dell\DataCntr\Config File and press .

NOTE: There is a space after cd and another between Config and File. Be sure to type the

double quotes.

34. Ask the customer for the configuration file diskette that is part of their Configuration Packet.

35. Type copy A:\*.nfo.log and press .

NOTE: There is a space after the word copy in the command above.

36. Ask the customer to return the W2K DC Resource CDand configuration file diskette to their

Configuration Packet.


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DellService Strategy

Dell is an industry leader in providing Customer

Support, and as you can see, Dell has grown to be a

large, successful organization. Dells growth andsuccess can be attributed to several unique ways of

doing business, one of which is the Dell Service

Strategy.

Here is a snapshot of Dells Services Businesses:

Dells direct model positions Dell to deliver the

best end-to-end customer service.

Dell is the single point of contact and is

accountable.

Virtual Integration and the DSP ProgramDells Service Strategy is based on Virtual

Integration and Dells Service Provider (DSP)

Program.

Virtual Integration is focused on the Customer. It

includes every point in the customer interaction

(the End-to-End service process). Virtual

Integration is the relationship within the Service

Technician team:

Dell Tech Support and the Field Service Technician.As a team, we are all expected to share and live the

Customer Service initiative together beginning with

Order and Delivery, through Installation and, of

course, Service and Support.

When the customer experiences a problem, they call

Dell Tech Support. The Service Technician diagnoses

the problem and assists the customer.

85% of all calls are resolved the first time the

customer calls in, while the customer is on thephone.

Dell Tech Support has total accountability for the

resolution of the customer problem.

If the customers issue cannot be resolved on the phone, the Dell Tech

Support Technician initiates a call to the assigned Dell Service Provider.


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Calls to Dell Tech Support are managed in real time so all customers calls

are handled quickly and efficiently.

Information is transferred to Field Service Technicians via a secure

Electronic Data Interface (EDI) transaction.

Information is available via the Internet to Field Service Technicians aswell as to customers.

Technicians can access Dell HelpTech.

Customers can access Service Call Status.

The key to success of this model is the link between Dell Tech Support and

the Field Organization. The Customer Experience should be seamless, so that

the customer sees nothing but a smooth transition from the Dell Tech Support

Technician to the Field Service Technician.

If the process is not well integrated, the customer experience will not meet

Dell standards. Our service is only as good as your execution in three areas:People, Processes, and Technology.

PeopleDell Tech Support and the Field Service Technicians

are a team. All of us are part of the Dell

organization, and each technician is expected to be

responsible for correcting the customer situation.

Own It!

Field Service Technicians are an extension of Dell.

They are the eyes and ears of Dell at the customer

location.

Field Service Technicians should have the same

passion for customer service that Dell has.

Field Service Technicians should:

Be responsive to the customer.

Have a sense of urgency about delivering service.

Notify Dell of any customer issues so they can be handled immediately.

Understand that service is one of several aspects of Dell that differentiates

Dell from the competition.

ProcessesProcesses were developed jointly so there would be

seamless integration between companies. You are

expected to recognize that the Dell Service Model is

different from your own companys procedures and to

follow the Dell servicing procedures.


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TechnologySystems were designed with secure EDI transactions

and web-based tools. If you do not close the call

correctly, the information does not get to Dell Tech

Support and the customer does not get the correct

updated information.

Virtual Integration Benefits DellThe model enables Dell to provide its customers with

well-trained experienced technician support. Using

Internet technology and Dell Tech Support

Technicians to solve problems for customers helps

keep the costs at a minimum.


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Virtual Integration Benefits the CustomerReal-time, over-the-phone fixes 85% of the service

calls that come into Dell Tech Support are resolved

over the phone, getting customers systems working

as fast as possible. This means that you see only15% of the customer issues that are called into Dell

Tech Support.

Internet access to solution status This reflects

Dell's commitment to communicate quickly and

directly.

Virtual Integration BenefitsDell saves money. Customers are happier. You may ask, What is in this for

me? There is a lot in it for you. Here are your benefits:

Access to Dells Technical Support staff

Access to Dells Web-based Support tools:

Tech Tips.

Ask Dudley.

Online service call status.

Self-diagnostic tools.

Downloading capabilities.

Time to market is one of Dells foundations. As a

result, your access to new technologies is faster.


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DSP Support

Introduction

This section contains information pertaining to yourrole in service support to Dell customers. Each DSP

has a procedure manual that defines the processes

and procedures required for the delivery of services

that a DSP provides to support the DELL customers.

Some of the information contained in your PM is

unique to your DSP organization. If you have any

questions regarding your DSPs services, contact

your manager.

The procedure manual (PM) is provided to your

management to achieve the following goals:

Maintain consistency throughout the operations.

Ensure that roles and responsibilities are clearly understood.

Provide the users with a document that clearly states the goals and

objectives of the companies providing the contracted services.

Maintain focus on customer satisfaction.

In addition to your manager, the Dell Support Web

pages provide you the latest service documentation.

Visit the site at www.dell.com/support.

This module provides information on the followingtopics:

Key service and support terms.

Service and support territory DSPs cover.

Services available to DELL customers.

General DELL and DSP responsibilities.

General Dell and DSP ResponsibilitiesUpon receiving a call from a customer requesting

service, the DELL and the DSP perform standard

troubleshooting steps to either correct the problem

or determine if a part(s) needs to be replaced.

What DELL Provides the DSPFor each service call, DELL provides the DSP with

the following information:


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Customer name, address, phone number, and contact name.

Contracted product and serial number (TAG).

Type of service (cost center for time and materials billed to Dell).

Five-digit, alphanumeric service tag number.

Advisory diagnosis/parts advisory.

Type of operating system.

Airbill and parts numbers.

Special instructions or alternate contacts.

How the DSP Responds to a Service Request

For each service request, DSP completes several key

tasks. The tasks are covered in the following

sections.

DSP Management Tasks

Within 15 minutes of receiving the call, the DSP

electronically confirms that the call was received.

Then the DSP assigns the call an SRMS call number

and provides the call number to the DELL.

NOTE: The CRE is not responsible for completing

these two tasks.

DSP CRE Tasks

The DSP CRE completes the following tasks:

Next Business Day Service

By 12:00 noon the day the DSP receives a call, the

CRE provides the customer and the DELL an estimated

time of arrival (ETA).

Two-hour and Four-hour Service

Preliminary ETA

Within one hour of the time the DSP receives a call,

the CRE provides an ETA to the customer and toDELL.

Final ETA

Within one hour, the CRE calls the customer with the

final ETA.


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NOTE: DSP tracks every service call and escalates

each call to DELL Technical Support or management

for assistance, expedited handling, or remedial

procedures as soon as any problem is noted on the

call.

Details of DSP Response ProceduresThe following sections provide details about

selected DSP services. Ask your manager for more

information about services your DSP provides to

DELL customers.

Response PoliciesFamiliarize yourself with the following policies

regarding how DSP responds to DELL customer calls.

Response Time

The DSP responds to the customers call at the

customers location within the prescribed service

time to perform the required services. (See your

DSPs PM for details of covered services.) The DSP

performs these services for each contract product

and contract system, and the DSP verifies that the

system is in working order and is properly

functioning at the customers location as described

below.

Virus Scanning

At the beginning and end of the call, the DSP CRE

performs a virus check on the system being serviced.

Any virus detected at the beginning of the call is

immediately brought to the attention of the customer

and DELL for resolution. If the customer requests

that DSP remove the virus, DELL quotes the price to

the customer based on the time-and-material rate and

issues a new service request. DSP uses software

provided by the customer or provided by DELL toperform virus checks.

IMPORTANT: The DELL and the DSP agree that if a

customer refuses to permit a virus check, the virus-

scanning obligations noted above do not apply.


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Diagnostic Tests

The DSP submits the contract products/systems to

Dells standard diagnostic tests as communicated by

Dell during product training or through other

written (including electronic) communications to the

DSP. Those communications are contained in your PM.See your manager for details.


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Acceptance Certificate

The Acceptance Certificate is used for installation

and upgrade services. DSP obtains the customers

acceptance of the contract products/system by

returning to Dell an acceptance certificatecompleted by the DSP in the form shown in the PM (as

amended from time to time) and signed by the

customer. If the contract products/systems are not

in working order following the installation and

upgrade services or if the customer refuses

acceptance, the DSP escalates the call to Dell in

accordance with the PM. If the DSP completes the

installation, Dell pays the DSP the applicable fee

even though the customer refused acceptance,

provided the DSP followed the escalation and other

procedures set forth in the PM.

Change in Scope or Unforeseen Problems

If the customer requests a change in scope while the

DSP CRE is on-site, or if the DSP discovers that the

service cannot be completed due to circumstances

beyond the DSPs control (for example, equipment

DOA, cabling not completed, hardware or software not

available), the DSP escalates the call to Dell for

guidance as how to proceed. A trip charge or any

other associated activity out of scope is charged toDell on a time-and-material basis.

Liability for Customers Data

The DSP does not accept liability for customers

data. Customers must ensure that a full backup is

performed before the DSP CRE arrives to perform the

service requested.

Hardware and Software

All hardware and associated software (includinglicenses) are provided by Dell or the customer and

are made available at the customer site before the

DSP CRE arrives. The DSP does not enter into any

activity that conflicts with copyright laws.


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Bill Rates

Any services requested that are out of scope are

billed hourly at the then current labor rates or

will be priced separately on a case-by-case basis.

The customer contacts Dell to request such services.


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Next Business Day ServiceThe DSP completes the following procedure to provide

Next Business Day (NBD) service for DELL customers.

# Procedure

1. DELL Technical Support performs call screening with the user (CONUS andOCONUS) and verifies that the customer is entitled to NBD service.

2. DELL Technical Support determines required action during the on-phone diagnosis.

3. The DELL notifies the DSP electronically each time NBD is

required and provides the following details:

1. Customer name, address, phone number, zip code, and

contact.

2. System and model type.

3. Type of service.

4. Five-digit alphanumeric service tag number.

5. Part(s) to be replaced and Airbill.

6. DPS number.

7. Type of operating system.

4. DSP confirms the receipt of the call by assigning an SRMS call number and providingthat call number to the DELL. The DELL service request must be dispatched and

received by DSP by 5:00 p.m. customer local time to qualify for NBD service.

5. The DELL ships (or specifies OCONUS federal parts) the necessary parts to theDSP to arrive the morning of the next business day after the customer called.

6. By 12:00 noon on the day the DSP receives the call, the CRE provides the customerand the DELL an ETA.

7. If the CRE is unable to arrive at the customers location within the applicable arrivaltime, the DSP management promptly advises the customer and the DELL of

revised arrival times.

8. DSP assigns a CRE who will arrive at the customers location during the PPM.

9. When the CRE arrives at the customers location, the CRE performs a pre-servicevirus scan, runs Dell diagnostics, and confirms the DELL advisory diagnosis.

10. The CRE makes repairs and replaces parts as necessary.

11. The CRE validates the repairs and corrective actions and restores the system to

proper operating condition within four hours after arriving at the customers location.12. The CRE performs a post-service virus check.

13. If necessary, the CRE works beyond the PPM for a reasonable period (normally notexceeding one hour) to restore the system to proper operating condition, at no extra

charge to DELL or the customer.


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# Procedure

14. If the CRE is unable to restore the system to proper operating condition within twohours to the customers satisfaction, the DSP management immediately contacts

DELL Technical Support and arranges to complete the work to the customers

satisfaction.

15. If the DSP is unable to solve a customer's problem because the DELL delivered thewrong spare part, the DSP agrees to provide on-site diagnosis for one hour to

determine the appropriate spare part(s) to solve the customers problem. This

diagnosis is provided at no extra charge.

16. If the DSP is unable to complete the diagnosis within one hour because of thecomplexity of the customers problem, DSP notifies DELL Technical Support.

17. DELL Technical Support either advises DSP to discontinue the diagnostics orauthorizes DSP to remain on-site to continue the diagnostics until the problem has

been found and the appropriate replacement spare part(s) has been identified. This

becomes a billable situation between the DSP and the DELL or between the DSP

and the customer, at the DELLs discretion.

18. When the system has been restored to proper operating condition, the DSP CREcloses the call within one hour via SRMS, and the DSP management notifies theDELL electronically that the work has been completed to the customers

satisfaction.

19. The call closure information is as follows:

8. DELL call number.

9. DSP SRMS call number.

10. Time and date of call closure.

11. Part number(s) and quantity used.

12. DELL serial number.

13. Return waybill number (RMA number).

14. Unused parts return documentation.

Whole Unit DispatchTypically, no dispatch is placed with the DSP for

Whole unit replacement. However, in unique

situations, a dispatch may be placed.

From time to time, DELL and DSP will agree on the

system components that can be easily connected and

disconnected and can therefore be subject to WholeUnit Dispatch. The service outlined below will be

available in all locations eligible for standard NBD

or 3rd Business Day service. Delivery will be on a

NBD/3rd Business Day basis after the dispatch is

placed with the DSP. The Whole Unit Dispatch

components are:

Monitor.


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Keyboard.

Mouse.

External speakers.

External tape backup unit.

External zip backup drive.

The procedure for Whole Unit Dispatch is as follows:

# Procedure

1. The DELL notifies the DSP each time a Whole Unit Dispatch is required andprovides the following details:

15. Customers name and location

16. Customers phone number

17. Item to be replaced and five-digit, alpha-numeric

service tag number of system

18. Response time required (for example, NBD or 3rd

Business

Day)

2. The DSP may decline response times other than NBD, and in such an event theDELL will provide expedited shipment to enable the DSP to provide NBD response.

3. The DSP confirms that it received the call by assigning a call number and providingthat call number to the DELL.

4. The CRE arrives at the customers location during the PPM and within the requiredarrival time.

5. The CRE disconnects the system/component to be replaced and connects thereplacement.

6. The CRE tests the system to determine if it functions properly after replacement.

7. After completing the service, the DSP provides call closure information in SRMS.

NOTE: The DSP is not required to diagnose or repair

faults. If the system does not function properly

after replacement, the DSP escalates the call to

DELL.

Out of Warranty Repairs (OWR)

If the DSP CRE determines that the required fix is

not covered under warranty, the DSP must immediatelycontact DELL Technical Support and escalate the

issue. DELL will inform the customer that the

service is not covered under the warranty. DELL

will work with the customer and the DSP to find the

best possible solution to the problem.


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Defective Parts ReturnsThe DSP must return all parts from each service call

to the DELL designated carrier within two business

days.

The following information is required with a

defective part returned to Dell:

Dell RMA number (same as the Dell DPS number).

Dell part description.

Call reference number.

Logistics area/site.

DSP part number.

Date of failure.

Failure detail (clear description of the failure as opposed to a reported

symptom).

CREs name/organization and assignment number.

NOTE: Below the CREs name, the CRE should include

the CREs Dell service identification number.

Dell cabinet serial number (TAG) (the five-digit,

alpha-numeric number located on the back of the

system)

Return type

Did Not Consume forms for any part not installedand returned to Dell in good working condition

NOTE: Dell verifies tags for quality of information

being reported.

Escalation Process

DescriptionEscalations are situations that require a transfer

of responsibility from the Dell Service Provider

(DSP) to the Dell Marketing Limited Partnership

(DELL) or vice versa. Escalations are coordinated

by product to the Dell Technical Support Service

Group and to the DSP on-site Program Office. This

module provides an overview of the escalation

process. Dell has provided your manager a procedure


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manual that addresses escalation processes unique to

your region.

The DELL Technical Support or Service Alliance

Manager is the contact point for DSP escalation. The

DSP PMO or Call Center Operations is the contact

point for DELL escalation.

You can find details of each DSP-specific process in

the DSP Procedure Manual (PM) which defines the

processes and procedures required for delivery of

services to be performed by the DSP to support DELL

customers. Your manager has a copy of the PM and can

answer questions pertaining to your DSP process.

Typical Reasons for EscalationA number of situations warrant escalation. The DSP

and DELL work to provide the customer a resolutionto the escalation. Typical instances for escalation

include the following:

DELL provides incorrect information in a DSP service request (phone

number, contact name, zip code, or address).

DSP is unable to contact a customer by 12:00 noon on the same day the

call is received.

DSP is unable to meet the required response time for the requested

service.

The customer does not have Dell Diagnostic diskettes to enable testing.

Technical assistance is needed to complete the service request.

DSP is unable to resolve the issue to the customers satisfaction.

DSP is unable to successfully diagnose the problem within two hours after

arrival on site.

Parts used on a service call are defective.

Dell sent the wrong part.

Customer satisfaction is below an acceptable level after service is

complete.

DSP is unable to resolve the issue within four hours after arrival on site.

The customer escalates the issue to DSP or DELL.

During an on-site visit, DSP discovers that the contract products/systems

have been damaged as a result of fault or neglect on the part of the

customer.


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In addition, normal DSP field-operation management

escalations may apply.


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Escalation ProceduresA service call problem is subject to the escalation

policy when the problem affects the customers

business and/or the problem has not been solved

within a reasonable timeframe. This built-inescalation procedure ensures that the appropriate

technical expertise or management attention is

applied to a problem. The DSP works with the

Customer Resource Engineer (CRE) to offer specific

resources, skills, and experience to handle the

exceptions and expedite problem resolution.

The CRE assigned to the service call must meet the

following requirements before contacting the DSP:

The CRE must be trained/certified on specified equipment before

servicing any Dell computer. The CRE must provide the Dell equipment service tag number (serial

number) and Dell incident number.

A similar process is used for both telephone support and logistics, and

may be modified to meet the requirements.

If the CRE needs to escalate the call to the DSP,

the following procedure must be completed:

# Escalation Procedure

1. Call Dell Technical Support or the phone number listed in the text of the call log.

2. Provide the Technical Support person with a description of the equipment (OEM

Incident #), DSP number, serial number (service tag number), and model.

3. Provide exact details of the problem(s) and the troubleshooting steps that have been

taken.

4. Ensure that the call STOP CODE information is updated properly through the Service

Provider Support Center.

If the estimated time of arrival (ETA) cannot be

established within one hour, the following procedure

must be completed:


1. The CRE notifies the on-site Support Manager.

2. The Customer Support Center (CSC) monitors the ETA Monday through Friday, 8:00

a.m. to 6:00 p.m. local time, and pages the Service Manager. The CSC monitors calls

24 7 and pages the appropriate Service Provider duty manager.

3. The CRE notifies the customer of any changes to the ETA.

4. The CRE notifies Dell Technical Support of any ETA changes.


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5. The providers dispatch system is updated with the change.

6. The CRE notifies the on-site Support Manager again.

If the CRE cannot meet the established ETA within

the specified period, the following procedure mustbe completed:


1. The CRE contacts the customer to re-establish the ETA.

2. The CRE contacts the support center to update the call.

3. The CRE notifies Dell Technical Support of any ETA changes.

4. The CRE contacts the on-site Support Manager.

If the CRE cannot reach the customer (Customer

Delay), the following procedure must be completed:

# Escalation Procedure1. The CRE updates the call with the proper STOP CODE and electronically notifies

Dell.


3. The CRE notifies Dell after four unsuccessful attempts over four days to contact the

customer.

4. If the CRE cannot contact the customer, the CRE closes the call.

5. Dell closes the call.

If the CRE does not have the proper part in stock to

take the call (Part Delay), the following procedure

must be completed:


1. The CRE calls the Logistics Resource Center.

2. The CRE notifies Dell electronically, updating the call with the proper STOP CODE.


4. The on-site Support Manager calls the Priority Desk for escalation and status of parts

shipment.

If a CRE spends approximately two hours on site and

believes that the problem cannot be solved within

the specified timeframe, the CRE escalates the call

to local field management and Dell Technical

Support.


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If the problem is not solved during the first on-

site visit, the CRE notifies Dell Technical Support.

If customer satisfaction is below an acceptable

level upon completion of service, the CRE must

notify the on-site Support Manager and Dell

Technical Support.

If the ETA has expired, the DSP Customer Support

Center analyst pages the CRE and telephones the

appropriate DM/SOS for resolution. The CRE notifies

the on-site Support Manager.

If the customer contacts Dell Technical Support

because expected timeframes have not been met, the

technician should complete the following procedure:


1. Check service provider status in DSP.

2. Check parts status, if needed.

3. Contact service provider, if needed.

4. Update customer on status.

5. Escalate the call to the U.S. DSP mailbox.

Asset Tag UtilityThe Asset Tag utility allows you to enter an asset

tag number for your system.

NOTE: The Asset Tag utility works only on systems

running MS-DOS.

Using the Asset Tag Utility

To create the Asset Tag utility diskette and boot

the system, perform the following steps:

# Creating the Asset Tag Utility diskette.

1. There are no prerequisite steps to creating the asset tag utility diskette.

2. Create the asset tag utility diskette:

19. If you have not already done so, create a bootable Asset Tag

Utilities with CD-ROM diskette from the Dell OpenManage Server

Assistant CD using the Create Diskettes option.

20. Insert the diskette into the diskette drive and reboot the

system.


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NOTE: The Asset Tag utility diskette contains CD-ROM

drivers that provide access to the CD-ROM drive when

you boot from the diskette.

After you boot the system with the Asset Tag utility

diskette, you can use the Asset Tag utility to enter

an asset tag number that you or your organizationassigns to the system. You can also use the Asset

Tag utility to reenter the system's service tag

number if that becomes necessary.


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Assigning and Changing an Asset Tag

An asset tag number can have up to ten characters;

any combination of characters, excluding spaces, is

valid.

# Assigning or Changing an Asset Tag.1.

Do the following before Assigning or Changing an asset tag:

21. Perform the steps in "Using the Asset Tag Utility."

2. Assign or change an asset tag number:

Type asset and a space followed by the new number. For example, type the following

command:

22. asset 1234567890

23. Press .

24. When you are prompted to verify the asset tag number, type y and

press .

25. The system then displays the new or modified asset tag number

and the service tag number.

Assigning and Changing an Asset Tag

The asset tag number can be deleted without

assigning a new one.

# Deleting an Asset Tag.1.

Do the following before deleting an asset tag:



27. Type asset /d.

28. Press .

Getting Help on the Asset Tag Utility

The asset tag utility has a help screen.

# Getting Help on the Asset Tag Utility.1.

29. Do the following before getting help on the asset tag utility:



31. Type asset /?.

32. Press .


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