SERVICE OVERVIEW

DELL EMC PERSONALIZED SUPPORT SERVICES Optimize your Dell EMC investment based on your unique requirements IT organizations across many different industries share common challenges – among them, meeting the immediate needs of internal clients and ensuring that the information infrastructure is always available and operating at optimal performance. These challenges are exacerbated by the inability to:

• Resolve issues effectively and quickly—Meeting service level targets is a constant challenge. If an issue comes up, especially when it disrupts the business, it must be resolved quickly and effectively. Many companies have service level objectives or service level agreements, and IT must comply to avoid being penalized.

• Increase staff productivity—Many IT departments strive to achieve a balance of managing ongoing operations and stay ahead of rapid technology changes, but without the right resources to focus on operation as well as planning and strategy, productivity can be negatively impacted.

• Engage in proactive support management—IT departments want to identify issues early and understand root causes to prevent recurrences. Unfortunately, many organizations lack the resources and insight to proactively address and manage service disruptions, especially those critical to the business.

Dell EMC Personalized Support Services can help you overcome IT challenges by allowing you to tailor your Dell EMC support experience to meet your unique needs.

THE DELL EMC PERSONALIZED SUPPORT SERVICES PORTFOLIO Dell EMC offers a variety of services to help you manage your Dell EMC environment, and can support your organization at the enterprise, technology or product level. You can add the following Personalized Support Services to enhance your product warranty or your Basic, Enhanced or Premium maintenance agreement. Each service is designed to meet your unique support and service requirements.

Trusted Guidance • Service Account Manager—Proactively manages service and support issues and

accelerates problem management for the most complex Dell EMC information environments.

• Customer Service Advocate—Advocates for problem resolution, provides regular reporting and generates awareness of technical alerts and advisories.

ESSENTIALS • Dell EMC Personalized Support

Services:

• Customize and enhance your Dell EMC Customer Service Experience

• Provide proactive, predictable support

• Complement your IT staff with relevant experience and expertise

• Coordinate service management for a streamlined support experience

Technical Expertise • Technical Account Manager—Provides a proactive service and support contact,

focused on a specific technical discipline within the Dell EMC portfolio.

• Designated Support Engineer—Provides a product-focused troubleshooting expert who has in-depth knowledge of the Dell EMC product environment.

Trusted Guidance Customer Service Advocate Service Account Manager

Reports & Meetings Weekly operational review ! ! Monthly service review ! !

Support profile report !

Quarterly business review !

Dell EMC Account Management Workbook !

Education Customer Service education ! ! Service Request Management

Incident management ! !

Root Cause Analysis initiation ! ! Root Cause Analysis coordination ! !

Environment Optimization Engineering target code communication and upgrade planning ! !

Process improvement assistance !

Change management process assistance !

Technical Expertise Designated Support

Engineer Technical Account

Manager Reports & Meetings Weekly technical operations report !

Monthly technical trending report !

Quarterly technical business review report !

Weekly technical review !

Monthly technical trending !

Quarterly technical business review !

Dell EMC Account Management Workbook !

Education Technical knowledge transfer sessions ! Technical best practices advice and recommendations !

Service Request Management

Incident management !

Root Cause Analysis initiation ! Root Cause Analysis risk mitigation plan ! !

Service Request initiation !

Priority access to Dell EMC Engineering !

Environment Optimization Product-specific code and configuration recommendations !

Technology-specific code and configuration recommendations !

Performance review and risk assessment !

Account-specific detailed technical upgrade design !

Advocate for requested product features and functionality !

Cross-vendor technology integration and best practices !

FEATURE DETAILS

Reports & Meetings • Weekly Operational Review: Review of MyService360, particular emphasis will be

placed on Service Request Analysis and Escalations for Products supported by the Service.

• Monthly Service Review: On a monthly basis, Dell EMC Personnel will review MyService360 and recommend installed base data management best practices to assist the customer in achieving optimal customer service and contact data registration.

• Support Profile Report: Dell EMC Personnel will work with the customer to document a detailed report outlining important points of contact (both for the customer and Dell EMC) and key processes for systems supported by the Service. This report will be evaluated during the Quarterly Business Review. Other items that may be included within the Support Profile Report include:

Areas of responsibility

o Dell EMC Products managed under the Service

o Engagement expectations for Dell EMC and customer

o Communication preferences

o Escalation guidelines

o Frequency of meetings

o Timing of status reports

o Review progress against the plan

o Unique, non-standard requirements that may be agreed upon between Dell EMC and the Customer.

• Quarterly Business Review: Dell EMC Personnel will meet with the customer on a quarterly basis to ensure the customer’s specific requirements and expectations are being met and to provide recommendations for consideration. Highlights from the Monthly Service Review will be presented, as well as recommendations for improvements in best practices and overall operations of the Products supported by Dell EMC Personnel. Finally, the Dell EMC Personnel will review the Support Profile Report and the Dell EMC Account Management Workbook with the customer.

• Dell EMC Account Management Workbook: The Dell EMC Account Management Workbook is an electronic dashboard, accessed via the web that provides a detailed view of Dell EMC Customer Service activities and provides specific, actionable items to facilitate the optimization of the Dell EMC Product environment. The Customer will be provided with a customized global view of code levels, connectivity status, contracts and parts replacement across selected systems, sites and product groups as well as overviews of the health and risk associated with your environment.

• Weekly Technical Operations Report: On a weekly basis, Dell EMC Personnel will create a document that may include the following:

Dashboard overview of Products covered under the Service.

o Capacity Metrics

o Current projects

o Important issues and key follow-up items

o Proactive best practice recommendations

o Dell EMC Technical Advisories

o Dell EMC Security Advisories

o Utilization trends

o Helpful links and information

• Monthly Technical Trending Report: On a monthly basis, Dell EMC Personnel will create a document that may include the following:

o Monthly data collected during the Weekly Technical Operations Report.

o Accomplishments and activities

o Service Request trending

o Code level analysis and guidance

o Review of important Software patches and Product updates

o End of Service Life (EOSL) information

• Quarterly Technical Business Review Report: On a quarterly basis, Dell EMC Personnel will create a document that may include the following:

o Quarterly aggregate of data collected during the Monthly Technical Trending Report

o Account overviews

o Dell EMC Account Management Workbook

o Future state strategy

Education • Customer Service Education: Dell EMC Personnel will provide education of Dell

EMC Customer Service processes as well as Dell EMC self-service tools.

• Technical Knowledge Transfer Sessions: Dell EMC Personnel will plan, coordinate and deliver detailed technical explanations around Dell EMC Product features and functions available to the customer.

• Technical Best Practices Advice and Recommendations: Dell EMC Personnel will evaluate the customer’s technical environment and specific use of a Dell EMC product. Based on this evaluation, collaboration with engineering as well as ongoing conversations with the customer, the Dell EMC Personnel will provide technical advice on the following:

o Adjustable configurations

o Data protection

o Data layout

o Code changes/bug fixes

o Performance Optimization

Service Request Management • Incident Management: Dell EMC Personnel will help accelerate problem

remediation and resolutions when issues arise that jeopardize business continuity for Products covered under the Service.

• Severity Level 1: The Dell EMC Personnel will oversee service requests that have been properly escalated to Severity Level 1 status on a 24/7 basis by way of Dell EMC Customer Service notification alerts, augmenting communication of the Dell EMC Customer Service team.

• Severity Levels 2-4: Service Request Management of Severity Level 2-4 service requests are provided by Dell EMC Personnel during the fulfillment location during business hours.

• Root Cause Analysis Initiation: Dell EMC Personnel will coordinate efforts within the Dell EMC Customer Service organization to provide a Root Cause Analysis report of Severity Level 1 issues with details concerning failure events and follow-on steps to remediate reoccurrence.

Root Cause Analysis is limited to Severity Level 1 cases and does not include Hardware Root Cause Analysis.

The response objective for the delivery of the technical Root Cause Analysis report is twenty (20) business days after the Root Cause has been identified.

• Root Cause Analysis Coordination: Dell EMC Personnel will oversee the development and execution of the Root Cause Analysis report and will coordinate efforts with other Dell EMC Personnel as needed. Additionally, the Dell EMC Personnel will coordinate all communications with the customer and other key Dell EMC Personnel to provide a detailed explanation of the Root Cause Analysis report.

• Service Request Initiation: Dell EMC Personnel will act as the central point-of-contact for all Service Request activity for Service-supported Products and will be available on a 24x7x365 basis. Dell EMC Personnel will work with the Customer to troubleshoot, diagnose, reproduce, manage and resolve relevant Service Request activity.

• Root Cause Risk Mitigation Plan: Once the Root Cause Analysis report has been developed, Dell EMC Personnel will meet with the customer to determine and validate viable and realistic technical mitigation, workarounds and/or long term fix options.

• Priority Access to EMC Engineering: For Service Requests that have been properly escalated to Severity Level 1 status, and when hotfixes are required, Dell EMC Personnel will facilitate priority access to the appropriate Dell EMC Product Engineering team(s).

Environment Optimization • Engineering Target Code Communication and Upgrade Planning: Dell EMC

Personnel will document the customer's environment code levels and provide a comparison to the engineering recommended release version. Dell EMC Personnel will also provide assistance in upgrade planning and coordination of technical upgrade resources.

• Process Improvement Assistance: Dell EMC Personnel will assist the customer in reviewing and recommending improvements to core processes to help ensure that the customer meets business commitments and benefits from industry best practices.

• Change Management Process Assistance: Dell EMC Personnel is available to participate in the customer’s change-advisory board or other change forum to help the customer understand and manage the impact of the proposed changes.

• Technology-Specific Code and Configuration Recommendations: Dell EMC Personnel will maintain a deep technical knowledge of overall customer environment to advise customer on a code version that takes into account code fixes, feature changes and interoperability that are important to the customer.

• Performance Review and Risk Assessment: Dell EMC Personnel will evaluate the customer's environment and proactively contact the customer to provide specific guidance as it relates to known issues and performance metrics that may impact the customer's environment.

• Account-Specific Detailed Technical Upgrade Design: Dell EMC Personnel will provide detailed technical upgrade guidance based on technical requirements, business requirements and interconnected systems.

• Advocate for Requested Product Features and Functionality: Dell EMC Personnel will advocate on behalf of the customer within Dell EMC. Dell EMC Personnel will work closely with the customer, key technical subject matter experts, engineering and other Dell EMC Personnel to provide the customer with the appropriate output such as a hotfix security patch or a software upgrade.

• Cross-Vendor Technology Integration and Best Practices: Dell EMC Personnel will maintain a working knowledge of third-party products that are used within the customer's environment. Dell EMC Personnel will be available to consult with the customer and the third-party supplier on the Products in an effort to mitigate risk and enhance performance of the Products covered under this Service.

• Product-Specific Code and Configuration Recommendations: Dell EMC Personnel will maintain a deep technical knowledge of Products supported by the Service to advise customer on a code version that takes into account code fixes and feature changes that are important to the customer.

Copyright © 2016 Dell Inc. or its subsidiaries. All Rights Reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries. Other trademarks may be the property of their respective owners. Published in the USA 10/16 Service Overview H9607.4 Dell EMC believes the information in this document is accurate as of its publication date. The information is subject to change without notice.

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