premier enterprise support service gold statement of work · 2005-11-28 · premier enterprise...

Premier Enterprise Support Service

Gold Statement of Work

Premier Enterprise Support Service – Overview

Through the Premier Enterprise Support Service, Dell™ delivers a series of high-end services for server and storage customers. This service enhances Dell’s existing enterprise services offering by providing direct access into Dell’s Enterprise Expert Centre, additional proactive and preventative services, as well as Technical Account Management (TAM) services. Premier Enterprise Support Service comprises four tiers of service: Platinum, Gold, Silver, and Bronze. Each of these service tiers is designed to meet the varied needs of enterprise customers. Gold Support as described in this Statement of Work, is available for PowerEdge™, PowerVault™ and PowerConnect™ systems only. Please note options such as change notification and 2 hour response / 6 hour repair support are not applicable to PowerConnect™ systems. This document provides a comprehensive description of the Gold tier of Premier Enterprise Support Service, hereafter referred to as Gold Support.

Platinum Support: For large organisations that require comprehensive, proactive

and tailored, organisation-wide support, with the goal of improving overall system availability and lowering total cost of ownership.

Gold Support: For all essential server and storage systems, Gold support offers a rich suite of high-end services and technical account management designed to help you support key environments.

Silver Support: For systems that require basic levels of support, the Silver tier provides you with 4 hour response time.

Bronze Support: For non time-sensitive systems and for customers who prefer basic hardware repair services, Dell offers the Bronze package.

Gold Statement of Work Version 3.1

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TABLE OF CONTENTS 1. Service Features..........................................................................................3

1.1 Standard Gold Support Services ............................................................3 1.2 System Relocation .................................................................................4

2. Deliverables and Delivery Agents ................................................................5 3. Gold Queue Telephone Support ..................................................................7 4. Advanced Software Support ........................................................................8

4.1 Supported Products:...............................................................................8 4.2 Customer Responsibilities ......................................................................9

5. Onsite Response Hardware Maintenance .................................................10 5.1 System Cover:......................................................................................10 5.2 Customer Responsibilities ....................................................................11

6. Technical Account Management Services .................................................11 6.1 Reactive Incident Management Guidelines ..........................................12 6.2 Automated Escalation Management.....................................................13

7. Customer Defined Call Priority...................................................................14 8. Cooperative Support ..................................................................................17 9. Change Notification....................................................................................18

9.1 Dell OpenManage CD Subscription Service.........................................18 10. Online Support .........................................................................................19 11. Gold Support Optional Services...............................................................20

11.1 Onsite Troubleshooting ......................................................................20 11.2 Onsite Engineer..................................................................................22 11.3 Customer-Owned Spares Kit..............................................................23 11.4 Customer Training Programme Overview ..........................................24 11.5 2-Hour Onsite Response / 6-hour Repair Hardware Maintenance .....25


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1. Service Features Dell’s Gold Support incorporates the following:

1. Standard Gold Support Services 2. Gold Queue Telephone Support 3. Advanced Software Support 4. Onsite Response Hardware Maintenance 5. Technical Account Management Services 6. Customer Defined Call Priority 7. Cooperative Support 8. Change Notification 9. Online Support Gold Support Optional Services 10. Onsite Troubleshooting 11. Onsite Engineer 12. Customer-Owned Spares Kit 13. Customer Training Programme Overview 14. 2-hour Response / 6-hour Repair Hardware Maintenance

1.1 Standard Gold Support Services Standard Gold Support offers high-level access to Dell’s technical support, including engineer-to-engineer service through the Gold Queue. 4 and 8-hour callout onsite hardware service is available on a 24x7 basis for enterprise systems. Through our Technical Account Management services, Gold Support increases the benefits of a relationship with Dell and ensures that support services are optimised for the customer environment.

• Gold Support, as described in this Statement of Work, provides coverage for the period

contracted either at the time of initial purchase or subsequently by extension. Coverage is available for PowerEdge™, PowerVault™ and PowerConnect™ systems only.

• Gold Support begins from the date of invoice. • Gold Support services will be provided whilst the system is covered under a valid Gold

Support contract. • Gold Support is available on a 24x7 basis, except for Advanced Software Support which is

available during business hours only (09H00 to 17H30 GMT). • Gold Support is provided without usage limit (with the exception of Software and Storage

Support Resolutions and the Optional Onsite Troubleshooting Resolution Pack) over the term of the contract.

Without limitation, the following restrictions apply to Gold Support:

• Gold Support is not available on systems no longer supported by Dell. • Gold Support, as described in this document, is available for Dell PowerEdge™,

PowerVault™ and PowerConnect™ products purchased in “EMEA Direct Countries” only (Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, South Africa, Spain, Sweden, Switzerland and the UK).

• Gold Support is only offered in areas where Dell’s 24x7 4 hour or 8 hour onsite response service is available. Dell sales representatives may be contacted to validate Gold Support availability

• Dell reserves the right to make an additional charge, in accordance with its standard scale of charges for any service work or visits undertaken by Dell and made at the request of the customer, that are outside of the scope of Gold Support.


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1.2 System Relocation • Gold Support cannot be transferred into or out of the EMEA Direct Countries and can only

be purchased in the destination region. • Gold Support may only be continued on Gold supported systems that are moved to

another location within an EMEA Direct Country as long as the new location is within a 24x7 4 hour or 8 hour onsite response area.

• The customer is required to verify 4 hour or 8 hour response availability in the new location by contacting their Dell sales representative.

• The customer is required to notify the Gold Queue (via telephone) of any system move and must provide the new location address.

• Gold Support reverts to a one-year parts-only cover if the system is relocated outside of the EMEA Direct Countries and may not be available, may change, or may be chargeable if the system is relocated from a Dell Indirect Country.


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2. Deliverables and Delivery Agents The table below summarises the deliverables and indicates the delivery agent for each of the services in Gold Support: Service Deliverables Delivery Agent 24x7 Engineer-to-Engineer Telephone Support (for hardware only)

Dedicated Gold Queue for Dell hardware troubleshooting, diagnosis and resolution. Gold customers are put directly in contact with highly trained engineers.

Dell Gold Queue infrastructure and senior level engineers from Enterprise Expert Centre.

24x7 Onsite Hardware Maintenance

Dispatch of onsite engineer to resolve hardware faults. Service is available 24x7 with a targeted 4 hour or 8 hour response from the dispatch time depending on the customer’s location.

Troubleshooting completed by Gold Queue or Subject Matter Experts (SME) in the Enterprise Expert Centre who can dispatch onsite parts and labour if necessary.

Advanced Software Support Resolution Pack (Business hours only 09H00-17H30 GMT (10H00-18H30 CET)

Support for certain operating systems, applications, and OpenManage, PowerSuites ™ and storage configuration issues from Dell senior level engineers. Customer is entitled to 3 resolutions per Gold supported system.

Dell Gold Queue infrastructure and Microsoft®, Novell®, Red Hat®, OpenManage PowerSuites and Fibre Channel certified Engineers from the Enterprise Expert Centre.

Technical Account Manager (TAM) Team Services

A 24x7 team of TAMs to oversee customer escalation processes and to provide reports on incident status.

The TAM team is located in the Enterprise Expert Centre.

Customer Defined Call Priority

At initiation of a service call, the customer assigns a priority level to their incident depending on the severity of the problem.

Gold Queue Engineers provide troubleshooting and diagnosis. The TAM and Enterprise Expert Centre apply time bound escalation processes depending upon incident severity.

Change Notification Quarterly subscription services for updates of patches and BIOS changes.

TAM team member ensures customer is registered for the subscription service.

Cooperative Support Dell acts as single point of contact for collaborative resolution of key third party software/hardware issues. Customer must have a valid support contract with the selected third party vendor.

Dell Gold Queue or SMEs and contracts with key third party vendors.

Online Support Web-based technical support via customer specific Dell Premier Pages or Euro.Dell.com

Dell On-line team.


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2.1 Gold Customer Call Flow

Dell Gold Customer

Dell Gold Queue will troubleshoot calls, assign

severity with the Customer and allocate

ownership within the EEC

Advanced Software Support Team

Dell Gold Queue will ask customer for

Service Tag and will open an incident in

Dell’s Case Management System

Dell Gold Queue will notify the TAM who will contact the

customer to establish an action plan

Storage Team

Subject Matter Expert

International Product Support

TAM will oversee the incident and will liaise with all concerned teams until resolution TAM will notify customer of progress at regular intervals and will follow standard escalation procedures

Dell Gold Customer Call Flow


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3. Gold Queue Telephone Support The Gold Queue is the initial point of contact for PowerEdge™, PowerVault™ and PowerConnect™ systems. When the call is received by the Gold Queue, the engineer receiving the call will either provide the required troubleshooting directly, or pass the call onto an appropriate Subject Matter Expert (SME) resource in the Enterprise Expert Centre. The Gold Queue employs a case-based support service providing customers with continuity of support for issues. To invoke the service, the customer contacts Dell using the dedicated Gold Queue telephone number, describing both the severity of the issue and symptoms of the problem. The Gold Queue can be contacted via telephone or e-mail (for less pressing issues). Customers are advised of the telephone numbers and e-mail address through a Welcome Letter that is sent via e-mail. The service is available in English, French, German, Italian and Spanish between 07H00 and 18H30 Greenwich Mean Time (GMT) Monday through Friday excluding holidays. Support outside of these hours is in English only.

Technical Support Country

Language Coverage Hours of Operation Local Telephone Number

German 07H00 - 19H00 GMT Austria

English 24x7 +43 1 79567416

Belgium English 24x7 +32 2 710 61 83 Czech Republic English 24x7 +44 207 0260021

Denmark English 24x7 +45 38 48 73 97 Finland English 24x7 +358 9 693 794 16

French 07H00 - 19H00 GMT France

English 24x7 +33 14 19 19 52 2

German 07H00 - 19H00 GMT Germany

English 24x7 +49 69 50 07 04 24

Greece English 24x7 +30 210 8129810 Ireland English 24x7 +353 1 4771408

Italy English 24x7 +39 26 96 82 44 3 Luxembourg English 24x7 +352 342 080 8102 Netherlands English 24x7 +31 20 20 36 61 2

Norway English 24x7 +47 23 16 25 58 Poland English 24x7 +44 207 0260021

Portugal English 24x7 +351 214 154 305 Slovakia English 24x7 +44 207 0260021

South Africa English 24x7 +27 11 7097713 Spain English 24x7 +34 914 5340 24

Sweden English 24x7 +46 858 536 528 Switzerland English 24x7 +41 16 54 53 59

UK English 24x7 +44 207 0260021 Customer Responsibilities


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Without limitation, it is the customer’s responsibility to: • Provide the service tag number of the system for which the enquiry is being made or case

number if following up on a previous issue • Provide such information as is requested by the Dell engineer to assist with diagnosis. Dell Gold Queue Engineer Requirements (Hardware): Dell shall make commercially reasonable efforts to respond to the customer’s enquiry/problem in a timely manner. The Gold Queue engineer enters the call into Dell’s case management tool with the priority specified by the customer. After phone-based troubleshooting, the Gold Queue engineer dispatches parts and labour if necessary. If the issue requires the dispatch of an onsite engineer, the Gold Queue will arrange for the dispatch in line with the underlying Gold service level (2-hour, 4-hour or 8-hour response). The labour dispatch includes the dispatch of parts to be used by the onsite engineer as required. If the customer has purchased the Onsite Troubleshooting Resolution Pack option, the Gold Queue engineer, will, at the customer’s request, dispatch an Onsite Troubleshooting engineer to provide onsite diagnosis and repair of the reported problem.

4. Advanced Software Support Advanced Software Support is offered Monday-Friday 09H00-17H30 GMT (English Language Only). Dell shall make commercially reasonable efforts to respond to the customer’s enquiry/problem in a timely manner. The Gold Queue engineer will log the incident in Dell’s case management tool at the priority specified by the customer. The Gold Queue engineer or Advanced Software Support Senior Analyst (supported software is listed below) will troubleshoot the issue. When the issue is resolved, the Gold Queue engineer deducts one resolution from the customer’s Advanced Software Support Resolution Pack. Gold customers receive 3 resolutions for each server/storage system covered by Gold Support – these resolutions are good for the duration of the support contract. Further resolutions can be purchased on a non-point of sale basis if required. Products not listed on the supported products list below or that are end of life (EOL), will be supported on a best effort basis by Dell support technicians.

4.1 Supported Products:

• Dell Open Manage applications • Microsoft Windows Server 2000, 2003 (Standard Edition, Web Edition, Enterprise

Edition, 64-bit Enterprise Edition and Storage Server) • Microsoft Windows Advanced Server 2000, 2003 • Microsoft Windows Web Server 2003 • Microsoft Exchange Server 2000, 2003 • Microsoft IIS 5.0, 6.0 • Microsoft SBS 2000, 2003 • Microsoft SQL Server 2000 • Microsoft ISA Server, Clustering Support and Operations Manager • Novell NetWare 6.0, 6.5 • SuSE Linux Enterprise Server 9 • RedHat Enterprise Linux 2.1 AS, ES; 3.0 and 4.0 AS, ES, WS, Intel, EM64T • Veritas Netbackup 4.5, 5.0 • Veritas Backup Exec 9.0, 9.1, 10.0 • CommVault Galaxy 5.0, 5.9


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• Legato Networker 7.2 • Legato Replistore 5.x, 6.x • Yosemite Tapeware 7 • Oracle 9i, 10g (installation only for RAC and standalone)

Services covered: • Installation break-fix • Configuration • Backup and restore break fix • Identifying performance issues • Troubleshooting errors generated by supported applications • Certified Dell configurations • Server connectivity Services not covered:

• Development • non-Dell certified operating systems • EOL products no longer supported by vendor • Client operating system specific problems • Office applications • non-Dell third party devices • Beta software

This service applies to both factory-installed and customer-installed software (customer-installed software must be included on Dell’s supported products list in order to receive assistance). In the event of the diagnosis concluding that the cause of the problem is with a third party vendor, the Gold Queue engineer contacts the third party vendor on behalf of the customer if the third party vendor is included in Dell’s Cooperative Support Programme. In the event of a Severity 1 call, the engineer will stay on the call with the customer and the third party while troubleshooting proceeds.

4.2 Customer Responsibilities Without limitation, it is the customer’s responsibility to:

• Provide the service tag number of the system on which the problem is being reported. • Provide such information as is requested by the Dell engineer to assist in the

diagnostic process, using a knowledgeable person at their system site. Dell Responsibilities Dell shall be responsible for the following (unless otherwise noted):

• On receipt of an Advanced Software Support call, Dell is responsible for checking customer’s availability of resolutions and decrementing a resolution from the number outstanding if Dell resolves the issue.

• Escalation of unresolved problems within Dell, and by use of Dell’s Cooperative Support Programme.


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5. Onsite Response Hardware Maintenance1 Dell's 4 hour response service level agreement (SLA) begins after problem diagnosis and upon creation of a dispatch for parts and/or an engineer. Each dispatch is systematically date/time stamped upon submission into Dell's dispatching tool. The time of each dispatch is the time from which Dell's 4 hour response SLA begins. The engineer dispatched will be a Level 3 technician with Master DCSE Certification. Onsite response time is dependent upon customer location. Please note that Gold 4-hour is only available within 4-hour coverage areas. Gold 8-hour allows customers to access Gold Level Support in extended coverage. Dell has a policy of conducting telephone-based troubleshooting to determine whether onsite service is required.

5.1 System Cover: • The response times are estimates and may vary according to part and engineer

availability or the remoteness or accessibility of the customer’s location • Peripherals (e.g. monitor, keyboard) and customer replaceable units may be

delivered by courier for customer installation • Parts not critical to product function (e.g. hinges, doors, cosmetic features, frames)

may not be serviced within the 4-hour or 8-hour (as applicable) time period • Parts may be new or refurbished parts in accordance with industry practice • Service includes restoration of the available operating system as factory shipped

Without limitation, the following are not covered by Dell’s 4 or 8 hour onsite service:

• Non-Dell peripherals and accessories - these are covered by the manufacturer or licensor warranty unless otherwise specified

• Customer software applications and data • Post-installation support on operating systems • BIOS/Firmware upgrades (see Change Notification service for BIOS and firmware

upgrades) • Preventative maintenance • Backup, restoration and transfer of applications and data

Dell service does not cover damage caused by:

• Use of components or software not supplied by Dell • Unsupported changes to configuration • Relocation or transportation • Servicing not authorised by Dell • Usage not in accordance with product instructions • Failure to perform required preventative maintenance • Unreasonable or excessive use • Accidental or malicious damage • Environmental conditions • Act of God, fire, flood, act of violence or any similar occurrence • Transfer of data or software • Viruses or other malicious software

Dell reserves the right to make an additional charge, in accordance with its standard scale of charges, for any service work or visits undertaken by Dell and made at the request of the customer that are outside of the scope of the applicable service plan.

1 Response time is dependent on customer’s location. Your Dell Sales Representative can provide you with further information on coverage eligibility.


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5.2 Customer Responsibilities Without limitation, it is the customer’s responsibility to:

• Be available at the customer’s site to receive engineer and parts • Be responsible for parts received until given to the engineer • Provide Dell with full, safe and prompt access to the system(s), including full

availability of input/output peripherals • Provide a technically competent person with knowledge of the system and fault to be

present throughout the repair • Ensure the system is in an easily accessible location with adequate space, health and

safety conditions • Make available to Dell, free of charge, all facilities and services reasonably required

by Dell to enable Dell to provide the services • Provide such telecommunication facilities as are reasonably required by Dell for the

performance of its obligations and for any other testing, diagnostic and remedial purposes at the customer’s expense

• Keep operating system and applications media and full security copies of any software and data in accordance with best computing practice and in any case before requesting services from Dell

• Be responsible for recovering their own application software after any such services have been provided

• Perform any other reasonable actions to enable Dell to provide assistance

6. Technical Account Management Services The TAM team service is a key component of the Gold Support providing customers with an expert-to-expert technical point of contact within Dell’s Enterprise Expert Centre. The TAM team service was designed to provide Dell’s Gold customers with a more personal and expert level of support to help ensure greater uptime and increased success in resolving customer incidents. Customers will be assigned to a team, which provides regional support. The TAM team is responsible for overseeing the technical escalation process while Dell Enterprise Expert Centre engineers work to resolve a Severity 1 or Severity 2 issue (see Severity definitions below). Service deliverables include both proactive and reactive support. Proactive:

• Ensure Gold customer is enrolled in Change Notification CD programme Reactive:

• Immediate response for Severity 1 issues (24x7) • Targeted response within 30 minutes for Severity 2 issues (24x7) • Escalate issues within Dell to help ensure all service level agreements are met • Produce a Post Incident Report at the conclusion of all Severity 1 issues and take

ownership of resulting Dell action items


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6.1 Reactive Incident Management Guidelines This section describes the SLA for each of the three severity levels and the expected escalation process.

Severity 1 Issues

Stage Targeted Time Frame TAM Team Action

Stage I 15 minutes

1. Verify that issue is assigned and being worked 2. Contact customer and explain action plan 3. Be prepared to provide updates every 30 minutes

Stage II 4 Hours 1. Send first status e-mail, followed by updates every 30 minutes or at intervals agreed with the customer 2. Contact customer and agree to support plan

Stage III 6 Hours 1. Add Area Manager to status e-mail 2. Send status e-mail, followed by updates every 30 minutes or at intervals agreed with the customer

Stage IV 8 Hours

1. Add Service Director to status e-mail 2. Send status e-mail, followed by updates every 30 minutes or at intervals agreed with the customer 3. Contact customer and agree to support plan

Stage V 12 Hours 1. Add Service VP to status e-mail 2. Send status e-mail, followed by updates every 30 minutes or at intervals agreed with the customer

Severity 2 Issues

Stage Targeted Time Frame

TAM Team Action

Stage I 30 Minutes

1. Verify that issue is assigned and being worked 2. Contact customer and explain support plan 3. Be prepared to provide hourly updates or at intervals agreed with the customer

Stage II 6 Hours

1. Send first status e-mail, followed by hourly updates or at intervals agreed with the customer 2. Contact customer and agree to support plan 3. Dispatch Onsite Troubleshooting labour if no fix in sight (optional service, if purchased)

Stage III 12 Hours 1. Add Area Manager to status e-mail 2. Send status e-mail, update hourly or at intervals agreed with the customer

Stage IV 20 Hours

1. Add Service Director to status e-mail 2. Send status e-mail, continue to update hourly or at intervals agreed with the customer 3. Contact customer and agree to support plan

Stage V 30 Hours 1. Add Services VP to status e-mail 2. Send status e-mail, continue to update hourly or at intervals agreed with the customer

Severity 3 Issues TAM Team member is engaged only if issue cannot be resolved via the standard escalation path.


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6.2 Automated Escalation Management During the course of an incident, it may be necessary to send status reports to various concerned parties within Dell. By default these status e-mails are sent to:

• TAM Team members and Gold Queue Managers • Any assigned engineers (Analyst(s) or Senior Analyst(s)) working the issue.

Note: The escalation process described in Reactive Incident Management Guidelines section of the document indicates the appropriate time to add the Area Managers, Directors and Services VP. Reporting The TAM Team is responsible for providing Post Incident Reports (PIR) to the customer (after each Severity 1 issue). The PIR is sent by e-mail and contains the following sections:

• Executive Summary • Incident Details • Root Cause Analysis (when appropriate) • Areas for Process Improvement • Areas for Dell Improvement • Areas for Customer Improvement

The TAM Team owns all Dell action items resulting from a PIR. TAM Onsite Requirements TAM team members are not normally expected to go to the customer’s site. All reporting is performed remotely. Requests for onsite visits by TAM team members are considered on a case-by-case basis by the Enterprise Expert Centre management and may result in additional costs to the customer. Customer Responsibilities Without limitation, it is the customer’s responsibility to:

• Provide a primary contact point for the TAM team.


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7. Customer Defined Call Priority With this service, the customer assigns the priority of all calls: Down Server, Impaired Server or Inconvenience (Severity 1, Severity 2, or Severity 3). Each of these severity levels has a defined response-time, escalation path and process pre-determined by Dell (see definitions and escalation timelines below). The customer can assign a priority to either hardware or software calls. If the customer does not specify the Severity level, the incident defaults to Severity 3. Severity definitions are as follows:

Severity Level One Definitions

Severity 1 Customer’s

Situation • Customer has complete loss of a core or critical business process, work cannot reasonably

continue

• Needs continuous response (24x7)

• Time to customer solution not readily known

• SAN down and customer has no access to production data

• Effective workaround is not available or in sight

Scenarios • Server/storage system down impacting production or online services

• Production down or at imminent risk

• Critical business application failure

Dell Response

• Gold Queue troubleshoots the issue, engages experts, dispatches parts and labour as outlined below

• Immediate notification and engagement of TAM

• TAM begins and manages escalation process

• When required to resolve the Gold systems issue: immediate dispatch of a Certified DSP engineer or EMC trained engineer. The DSP engineer or EMC trained technician is dispatched to customer site for onsite troubleshooting and repair

• For 2, 4 or 8-hour Gold Systems: Replacement parts are dispatched as soon as hardware failure identified

• Notification of Senior Executives at Dell

• Customer communications hourly as a minimum (or as agreed) for updates/status

• Escalated to senior Expert Centre engineer within 1 hour, if necessary

• Third party vendor is engaged, if necessary, as soon as issue is isolated to third party product

• Internal product engineering is engaged, if necessary, within 2 hours

• TAM will produce a Post Incident Report after the issue is closed – reports produced as requested by customer

Required Customer Response

• 24x7 allocation of appropriate resources to sustain continuous communication and work effort

• 24x7 access to and response from change control authority

• 24x7 access to facility locations

• Notification of senior executives at customer site

• Any customer deferral of service results in a drop from Severity 1 to Severity 2


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Severity Level Two Definitions


Situation • Moderate to significant business impact

• Work can reasonably continue in an impaired manner

• Customer cannot work the issue 24x7

• Customer has limited access to production data

• Effective and imminent workaround or resolution appears to be within standard support SLAs

Scenarios • Production systems or workgroup area down, but customer’s business can continue to operate

• Server/storage system impaired or unstable

• Chronic or intermittent failure placing future production at risk

• Critical business application significantly degraded or experiencing significant performance issues

• Back-up environment at risk

• Significant performance issues driven by system configuration

Dell Response


• Certified DSP engineer or EMC trained engineer (for 4 or 8 hour systems) and replacement parts dispatched to customer site after telephone-based troubleshooting and identification of hardware issue in accordance with the underlying service contract (2, 4 or 8-hour response for Gold)

• TAM engaged within 1 hour

• TAM first call to customer in 90 minutes or less to discuss work plan for closure

• Continuous communication from TAM to customer every 4 hours (during business hours), after hours communication as agreed

• Notification of Senior Managers at Dell

• Continuous effort during customer business hours, after hours work can be scheduled

• Escalated to product expert within 2 hours

• Third party vendor engaged, if necessary (when issue is isolated to third party product)

• Internal product engineering engaged, if necessary, within 4 hours

• TAM will produce a Post Incident Report after the issue is closed – reports produced as requested by customer


• Allocation of appropriate resources to sustain continuous communication and work effort during business hours

• Access to and response from change control authority within 4 business hours

• Management notification


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Severity Level Three Definitions


Situation • Minimal business impact

• Customer’s business is substantially functioning with minor or no impediments of services

• Needs initial attention within one business day

• Routine Q&A or project-oriented requests

• Immediate work around is available

Scenarios • Server/storage system minimally impaired

• Critical business application experiencing moderate performance issues

• Moderate performance issues driven by system configuration

• Back-up environment at moderate risk

Dell Response


• Certified DSP engineer or EMC trained engineer and replacement parts dispatched to customer site after telephone-based troubleshooting and identification of hardware issue in accordance with the underlying service contract (2,4 or 8-hour response for Gold)

• TAM typically not engaged (can be engaged, if necessary)

• TAM to communicate with customer daily or less frequently as mutually agreed

• Work effort during business hours only

• Escalated to product expert, if necessary, within one business day

• Third party vendor engaged, if necessary, within one business day (if issue is isolated to the 3rd party product)

• Internal product engineering engaged, if necessary, within one business day


• Accurate and updated contact information for case owner

• Responses within 24 hours

• Scheduled access to change control authority

Note: For customers who either did not purchase the optional on-site troubleshooting service or for customers who don’t want to use their on-site troubleshooting resolutions and the issue requires replacement parts and onsite labour, the parts and labour will be dispatched as soon as the hardware failure is identified.


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8. Cooperative Support Dell provides Gold customers with a point of contact and a place to start the troubleshooting process. If the customer is unclear whether the issue lies with the operating system, the hardware, the database, or the application, the customer can contact Dell for help in isolating the problem. Through our agreements with several key third party vendors listed below, we can help Dell’s and third party vendor’s mutual customers streamline problem resolution. Once the issue has been isolated to the third party product through telephone-based troubleshooting, and Gold customer has a valid support contract with the third party vendor, Dell contacts the vendor. Once Dell reaches the third party technical support organization, the Gold Queue technician will describe the troubleshooting results to date and will ask the third party vendor to open an incident in their own problem-tracking tool. For some vendors, or during busy call periods, the customer may receive a call back from the third party vendor. Also, please note that some vendors offer support during business hours only. For Severity 1 issues, the TAM monitors the problem resolution process obtaining status and resolution plans from the vendor until the problem is closed. For Severity 2 and Severity 3 issues, Dell passes the incident to the third party vendor (once the incident is isolated to the third party product) and closes the case in Dell’s case management tool. Once the incident is passed to the third party, the vendor is fully responsible for problem resolution and should be contacted directly for updates and resolution. Dell has agreements with and will attempt to contact only those vendors listed below:

o BMC o Citrix o EMC o Oracle o SAP o SuSE o Veritas

Cooperative support will be provided for configurations supported by Dell and third party vendors only. Please refer to the third party vendor or Dell sales representative for additional information. Customer Responsibilities Without limitation, the following are the customer’s responsibility:

• Provide all relevant material on server / storage configuration • Provide a knowledgeable engineer to help troubleshoot issue • Ensure software application or third party hardware is set-up in a validated state • Ensure appropriate support agreement with third party vendor is valid • Other reasonable actions to enable Dell to provide assistance

Dell Responsibilities

• Provide a certified engineer with expertise in isolating the software and hardware concerns of the customer.

• Maintain issue ownership throughout the problem resolution process


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Summary of Cooperative Support Service

Is Is Not Available to Gold customers Available to Bronze and Silver customers A service that allows customers to call Dell when the customer is not sure whether the problem is with the Dell product or a third party product. The Gold Support technician will isolate the problem, and engage the third party vendor if the problem is with the third party vendor product.

A service that provides the customer with a single point of contact for all third party product issues. The customer should directly engage the third party vendor if the issue is already identified as third party vendor problem to speed the issue resolution.

Limited to the vendors listed above. Offered for all third party vendors and products used with Dell servers and storage systems.

An enhancement to Dell’s existing Gold support model.

A replacement for a third party support contracts or advanced software support resolution packs.

Managed by the Dell TAM for Severity 1 issues.

Managed by Dell for Severity 2 and 3 issues.

A process that enhances the customer’s existing support agreement with third party vendors.

A process that upgrades or replaces a customer’s existing support agreement with a third party vendor.

Issue owned by the third party vendor once the third party vendor is engaged.

Issue owned by Dell and open in Dell’s case management system once the third party is engaged.

9. Change Notification Change Notification is a service for customers who have purchased Gold Support. This service proactively notifies customers of changes and updates to Dell-provided BIOS, firmware, system patches, and systems management software. These updates are delivered through enrolment in Dell’s OpenManage CD Subscription Service.

9.1 Dell OpenManage CD Subscription Service When a customer purchases Gold Support on a PowerEdge™, PowerVault™ or PowerConnect™ product they automatically become eligible to enrol in Dell’s OpenManage CD Subscription Service. The cost of this service is included in the cost of Gold Support. Customers are eligible for one subscription for each Gold Support contract that they purchase. Their subscription eligibility is for the same term as their Gold Support contract. Normally they will only need one subscription for any number of servers. Customers are not automatically enrolled in the programme. They have to register for their Subscription Service as described in the section below titled “How the programme works”. Change Notification for Dell / EMC customers is not handled through the Dell OpenManage CD Subscription Service. Dell / EMC customers will be entitled to software update notifications through a separate process that is explained in the Dell | EMC Statements of Work. The OpenManage CD Subscription Service includes a set of three CD’s as follows:

The Dell OpenManage Server Assistant CD contains utilities, diagnostics, drivers and system BIOS updates that you need to operate your Dell PowerEdge™ server. Using this bootable CD simplifies the setup of your server by automating the system configuration.

The Product Documentation CD contains PowerEdge™ and OpenManage documentation including user’s guides, installation and troubleshooting guides, quick install guides and other pertinent documentation.


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The Dell OpenManage Systems Management CD contains system management instrumentation, agents, and console application programmes. How the programme works Gold Support order information is captured and transmitted weekly to an outsourced subscription service provider. A Dell OpenManage CD Subscription Service “welcome” letter is sent to the customer notifying them of their entitlement and providing a telephone number to register for a Dell OpenManage CD Subscription. Customers must register by contacting the service provider on the telephone number detailed in the welcome letter before they will begin receiving the updates. CD subscription updates are normally delivered quarterly. In most cases, the customer will not receive their first delivery of a CD subscription until the quarter following the quarter in which they register.

10. Online Support Dell Gold customers have access to an Internet portal for support information. Dell provides a range of capabilities (described below). The service is provided by Dell as part of the Premier Dell.com programme, which also provides the portal for customers’ sales enquiries and orders. To invoke the service, customers use a login/password and can choose the required service/information from the menu provided. This support capability is available for all entitled Gold customers to access at any time without any usage limitations. The available services are as follows:

Premier Page – Login & Registration

Customer will need to register for a Premier Account, if not already registered. Dell Sales Account Manager handles request for new registration. Customer receives login. On registration, customer can retrieve and set up profile.

Support Euro Dell.com

Dell provides full access to support site environment (registered country) by accessing the support website.

Technical Support & Service Information

Dell provides downloads, knowledge base and system configuration. Selected by system type or dependent upon the service tag entered.

Service Call Status

Dell provides access to single or multiple tag service status. (Service call type, ETA contact information), information on current call status, not historical service calls. Data provided is read only.

Warranty Information, System Configuration & System Documentation

Dell provides service status and time left for system with service tag number provided by customer. Dell provides details of system configuration as shipped from Dell for system with service tag number provided by customer. Dell provides access to technical specifications, supported components and peripherals and software for Dell systems.

Customer Responsibilities Without limitation, it is the customer’s responsibility to: • Acquire from Dell, and store securely, the login/password for the support functions of their

Premier Dell.com page.


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Dell Responsibilities: Dell shall be responsible to do the following (unless otherwise noted): • Dell shall make reasonable efforts to provide access to the portal and associated services

at all times. • Dell will be responsible for providing up-to-date information on the site.

11. Gold Support Optional Services To better meet unique requirements, Gold customers can purchase optional on-site troubleshooting resolution packs, customer training, on-site engineer, on-site spares and 2-hour response/6-hour repair service.

11.1 Onsite Troubleshooting This service is for issues with Gold supported systems where the customer cannot go through remote troubleshooting or has limited IT staff to perform remote troubleshooting. Continuity of contact is important and Dell will endeavour to send an engineer who is familiar with the customer’s installation to perform the onsite troubleshooting. The assigned engineer will stay onsite after troubleshooting to complete the repair service. Incidents resolved as part of the Onsite Troubleshooting service will be tracked and reported to the customer in summary as part of the Post Incident Reporting process. This Onsite Troubleshooting option is packaged as 3 service calls valid for the 3-year term of standard Gold Support. Dell will offer non-point of sale packs for a further three resolutions and these will be available for purchase from a Dell sales representative. The Onsite Troubleshooting option can only be ordered in association with Gold Support. Process Overview

• A customer calls Gold Queue. • Gold Queue dispatches an engineer using EDI interface. The engineer is notified that

the call is both a Gold call and an Onsite Troubleshooting call via the EDI link call type.

• The engineer contacts both the Gold Queue and the customer – Gold Queue provides any customer-specific information to engineer, customer provides required ETA.

• Gold Queue engineer dispatches a kit of likely replacement parts to arrive at the customer site at the same time as the engineer.

• The engineer troubleshoots the issue, replaces failed part (if necessary), communicates the status of the call back to Gold Queue, disengages from the call, and returns any defective parts (if applicable).

Customer Responsibilities Without limitation, it is the customer’s responsibility to:

• Make the equipment to be serviced available to technician during the timeframe agreed upon by the customer and the technician

• Have someone available at the customer site to receive engineer and dispatched parts

• Take responsibility for giving parts to the engineer and for any received parts until they are given to the technician

• Have a staff member available to the technician who is knowledgeable of the system’s configuration and authorised to make business decisions regarding the system such as rebooting or taking it out of service during the troubleshooting process


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• Provide all software, patches, configuration parameters, and system backups required by technician to reload the operating system as required

• Supply latest version of subscription CD when needed by technician • Provide a dial-up analogue line or network access in the work area for Internet and e-

mail access • Backup all system data and to provide adequate security for systems • Perform any other reasonable actions to enable Dell to provide assistance

Dell Responsibilities Dell shall be responsible to do the following (unless otherwise noted):

• When the Gold Queue receives an Onsite Troubleshooting request, the Dell technician qualifies entitlement to service, records details of the call, and dispatches qualified technician to customer’s site

• The Dell Gold Queue will dispatch likely replacement parts concurrent with the dispatch for the Onsite Troubleshooting technician

• Dell will aim to provide an estimated time for parts to arrive within 30 minutes of receipt of the call

On-site Requirements (Hardware):

• Engineer makes commercially reasonable efforts to respond to the customer location within the timeframes of the existing 2-hour, 4-hour & 8-hour service agreements

• Engineer will perform necessary troubleshooting and determine required remedy • Engineer contacts the Enterprise Expert Centre for additional parts dispatch, if

necessary • Engineer proves the performance of the Dell systems by running diagnostics with no

failures, initiating the operating system kernel, and attaching one client machine • Additional proof of performance may include initiating the failing application and

demonstrating availability to connect to one client machine related to the failing application. Failing applications may be: e-mail, Internet browsers, database programmes, or enterprise backup solutions

• Dell will obtain all permissions from the customer in order to work on Dell systems, which are attached to or installed in non-Dell systems (e.g. installing a Host Bus Adapter (HBA) in a non-Dell Server on a Dell SAN).

On-site Requirements (Software / Operating Systems):

• Engineer works to resolve the Windows 2000, Windows 2003 or Windows 2000/2003 Advanced Server software problems. Operating System problems are defined as configuration, operations, troubleshooting and user set-up issues. If problems cannot be resolved they will be escalated to the Enterprise Expert Centre for additional troubleshooting according to the standard Gold Severity guidelines.

• Engineer responds to the customer location to perform troubleshooting services on a down or impacted Dell contracted system.

• Engineer will make a determination of the best steps to use to quickly restore the contracted system to operational status.

• Clarify the symptom with customer with on-site troubleshooting tools and processes • Obtain or create an emergency repair disk (rdisk.exe). • Customer is required to obtain recent backup. If backup has not been obtained

because problem is with backup subsystem, engineer will contact the Enterprise Expert Centre to discuss options before proceeding with the onsite troubleshooting. The Enterprise Expert Centre or TAM will work with the customer on an acceptable backup solution before the engineer proceeds with the onsite troubleshooting.

• Obtain permission from customer to remove the affected system from production. • Attempt to boot the system using the “last known good configuration”. • If applicable, run Dell diagnostics tools on the logical unit suspected to be causing the

problem. • If necessary, contact Enterprise Expert Centre to order replacement hardware


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• Reload operating system, if necessary. The engineer will also make all attempts to verify with the client administrator that all required current configuration information/parameters are readily available for the technician when reloading the operating system. If this information is not available, the engineer contacts the Enterprise Expert Centre.

• Download drivers, BIOS, service packs, patches or any other applicable files and load them onto the affected system(s). If these drivers, BIOS, service packs, patches, or applicable files are different versions from the ones currently used by the customer, this can be done ONLY with the authorization from Enterprise Expert Centre management.

• Read and interpret all operating system error logs and correct any error conditions. • Obtain assistance from Enterprise Expert Centre SME’s prior to performing any

activities involving utilities such as DiskProbe, FTEDIT, Partition Magic, or any other resource kit or third party utilities that have not been fully tested and/or approved by Dell or Microsoft

• Re-apply any service packs or patches that were previously loaded. • Demonstrate to the customer that the original symptom has been resolved. • Print current copy of system and application event logs and a Windows NT

diagnostics report and verify that there are no errors or missing services. • Begin restoration of current backups if customer needs assistance. • Ensure restoration proceeds with no immediate errors. If the restoration appears to

be running error free, the engineer advises the Enterprise Expert Centre that he/she is leaving so the Enterprise Expert Centre can monitor the restore to insure successful completion.

11.2 Onsite Engineer This service provides an onsite engineer during business hours (with on-call 24x7). The onsite engineer performs troubleshooting, repair, and reporting tasks for the customer. The engineer will be present onsite at the customer location. If the onsite engineer needs additional troubleshooting support, he will call directly to the Enterprise Expert Centre for support or access to SME technicians. The engineer will use the Enterprise Expert Centre to dispatch parts as needed. The engineer will have skills in operating systems as well as hardware troubleshooting. Other responsibilities of the Onsite Engineer could include health checks, monitoring, change management services, testing, morning outage reporting, uptime reporting and maintaining onsite parts (if applicable). Customer Responsibilities Without limitations, it is the customer’s responsibility to:

• Provide a broadband connection into network • Provide technical points-of-contact with a working knowledge of the customer’s

enterprise components and/or solution(s) • Be responsible for giving parts to the engineer and for any received parts until they

are given to the engineer • Provide onsite engineer with safe and reasonable access, working space and

facilities, including light, ventilation, electric current and outlets, and local telephone extensions

• Provide a dial-up analogue line in or network access in the work area for Internet and e-mail access

• Provide any required technical details, approvals, decisions, etc. requested by onsite engineer with a mutually agreed upon timeframe

• Inform onsite engineer of all access issues and security measures, and provide pertinent access to the hardware and software

• Provide all hardware, software, and facilities for the successful completion of the engagement. The onsite engineer is not responsible for supplying additional hardware or software for this engagement


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• Perform any other reasonable actions to enable Dell to provide assistance Dell Responsibilities Dell shall be responsible to do the following (unless otherwise noted): • Dell will ensure that the onsite engineer’s qualifications match the customer’s

requirements (e.g. MCSE, DCSE, etc) and has experience with systems included in the customer’s configuration

Onsite Engineer Deliverables: • Escalation point for customer’s IT, programme management and/or engineering team. All

reported problems and issues must be reported and properly logged with the Enterprise Expert Centre to ensure proper site reporting.

• Monitor or provide “watch service” for Dell PowerEdge™ server and PowerVault™ storage environment to identify problems that may occur (monitoring “watch service” will be done during normal business hours).

• Receive and attempt to solve Level 1 and 2 queries with Dell factory installed or customer installed operating systems and Dell approved hardware problems at the customer’s site, as agreed with the customer.

• Escalate unresolved problem to Dell’s Enterprise Expert Centre and assist the TAMs and SMEs, if necessary, in resolving the problem.

Systems Management: • Provide overview of Dell’s hardware asset management and/or OpenManage tools • Provide assistance with implementation of the above tools • Educate customer on the capabilities and features of these tools Change Notification Services: • Any customer requested modifications to BIOS or patch installation would be reviewed by

the onsite engineer • The onsite engineer will work with the customer to design implementation plan if/when

change request are to be implemented into the customer’s environment, and ensure that the TAM is provided with a copy

Reporting: • The onsite engineer will submit a weekly status report to the TAM providing input that the

TAM may use in report generation. Also, the TAM will be provided with additional reports such as the following:

o Health Check Summary o Onsite parts status (if applicable)

11.3 Customer-Owned Spares Kit The customer manages the onsite spares for use by an onsite technician (or their own trained staff). Dell will provide recommendations based on the customer’s installation and accompany this with custom pricing. The customer can choose to purchase all parts on the Recommended Spares List (“RSL”) or can choose to purchase a subset of the list based upon the customer’s individual needs. The customer is responsible for material quality controls, planning, inventory management, logistics and holding expenses. Customer-owned parts are replenished by contacting Dell’s Enterprise Expert Centre. Dell will provide Next Business Day replenishment of onsite spares. • Replenished parts may be the same or equivalent parts • Parts may be new or refurbished parts in accordance with industry practice • This service is required for customers who do not fall within a 4-hour or 8-hour parts

dispatch radius


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Customer Responsibilities: Without limitation, it is the customer’s responsibility to: • Be responsible for inventory ownership, inventory management, planning; warehousing

and security/controls of spares and will monitor inventory consumption and replenishment.

Dell’s Responsibilities: Dell shall be responsible to do the following (unless otherwise noted): • Dell will develop an RSL to be stocked at the customer’s site commensurate with the

installed base requirements • Dell provides capability for customer to order required parts. Dell replaces defective parts

according to the underlying replacement agreements for those parts • Dell will provide Next Business Day stock replenishment

11.4 Customer Training Programme Overview Dell Training and Certification provides a broad range of training for both IT professionals and business professionals, using a combination of online, classroom-based and on-site courses. Dell offers standard certified courses, as well as customised training to enable our customers to maximise the return on IT investment. Business Professional Training: Dell provides effective and comprehensive online courses, from PC applications to interpersonal development, building the skills home users and business professionals need to maximise their effectiveness and efficiency. Business Professional training covers: • PC Skills - MS Windows and Office, Other Applications and Peripherals) • Business Skills (e.g. Project Management) • Interpersonal Development (e.g. Time Management) IT Professional Training: Dell delivers training solutions that enable our customers to plan, implement, manage and maintain powerful enterprise infrastructure and business solutions, maximizing the return on your IT investments. IT Professional training covers: • Server Management • Server Applications • Storage • Hardware Maintenance


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11.5 2-Hour Onsite Response / 6-hour Repair Hardware Maintenance Dell will endeavour to provide an onsite technician and onsite parts within 2 hours provided a Dell support technician agrees and accepts a system fault call (after telephone-based troubleshooting). The technician stays on-site to repair the Dell hardware within a targeted time of 6 hours after problem determination. The Dell 6-hour hardware repair service includes enhanced processes to repair systems within the 6-hour target. The technician dispatched will be a Level 3 technician with Master DCSE certification. This service is offered within a limited radius of certain parts stocking locations. Service will be provided whilst the system is covered under a valid 2-hour response/6-hour repair Dell service plan. Dell has a policy of conducting telephone-based troubleshooting or remote access troubleshooting to determine whether onsite service is required. The response times are estimates and may vary according to part and engineer availability or the remoteness or accessibility of customer’s location System Cover • The response times are estimates and may vary according to part and engineer

availability or the remoteness or accessibility of customer’s location • Peripherals (e.g. monitor, keyboard) and customer replaceable units may be delivered by

courier for customer installation • Parts not critical to product function (e.g. hinges, doors, cosmetic features, frames) may

not be serviced within the 2-hour time period • Parts may be new or refurbished parts in accordance with industry practice • Service includes restoration of the available operating system as factory shipped Without limitation, the following are not covered by Dell 2 hour response/6 hour repair service • Non-Dell peripherals and accessories -these are covered by the manufacturer or licensor

warranty unless otherwise specified • Customer software applications and data • Post-installation support on operating systems • BIOS/Firmware upgrades (see Change Notification service for BIOS and firmware

upgrades) • Preventative maintenance • Backup, restoration and transfer of applications and data Dell Service does not cover damage caused by: • Use of components or software not supplied by Dell • Unsupported changes to configuration • Relocation or transportation • Servicing not authorised by Dell • Usage not in accordance with product instructions • Failure to perform required preventative maintenance • Unreasonable or excessive use • Accidental or malicious damage • Environmental conditions • Act of God, fire, flood, act of violence or any similar occurrence • Transfer of data or software • Viruses Dell reserves the right to make an additional charge, in accordance with its standard scale of charges, for any service work or visits undertaken by Dell and made at the request of the customer that are outside of the scope of the applicable service plan.


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Customer Responsibilities Without limitation, it is the customer’s responsibility to: • Provide Dell with full, safe and prompt access to the products • Provide a technically competent person with knowledge of the system and fault to be

present throughout the repair • Ensure the system is in an easily accessible location with adequate space, health and

safety conditions • Make available to Dell, free of charge, all facilities and services reasonably required by

Dell to enable Dell properly to provide the services • Provide such telecommunication facilities as are reasonably required by Dell for the

performance of its obligations and for any other testing, diagnostic and remedial purposes at the customer’s expense

• Keep full security copies of any software and data in accordance with best computing practice and in any case before requesting services from Dell.

• Be responsible for recovering their own application software after any such services have been provided

• Perform any other reasonable action to enable Dell to provide assistance


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This Statement of Work is subject to and supplements any applicable overriding signed agreement between customer and Dell, and in the absence of the latter agreement, Dell’s standard Terms and Conditions, which are available on request or at http://www.euro.dell.com/services. If any inconsistencies or conflicts arise between the provisions of above-mentioned documents, the following order of precedence shall apply: 1) This Statement of Work 2) Any applicable overriding signed agreement between Dell and customer 3) Dell standard Terms and Conditions of Sale and Service. Service specifications are valid in the EMEA region only as specified herein and subject to change without notice. This document has been prepared as a description guide of Dell’s Gold Support offerings only. Dell reserves the right to make improvements or changes to this document and the products and services described at any time, without notice or obligation.

© 2005 Dell Inc. All rights reserved. Reproduction in any manner whatsoever without the written permission of Dell Inc is strictly forbidden. Dell, the Dell logo, PowerEdge, PowerVault, PowerConnect, PowerSuites and Dell OpenManage are trademarks of Dell Inc. Microsoft Windows 2000, Windows 2003, Windows 2000/2003 Advanced Server, Windows 2000 Datacenter are registered trademarks of Microsoft Corporation. EMC is a registered trademark of EMC Corporation. Novell and Netware are registered trademarks of Novell Inc. Red Hat and Linux are registered trademarks of Red Hat Inc. Oracle is the registered trademark of Oracle Corporation. 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 any proprietary interest in trademarks and trade names other than its own.

Dell Gold

TAM will liaise with the customer and the

International

Product Support

Subject Matter Expert

Storage Team

Dell Gold Queue

will notify the TAM who will

Dell Gold Queue will ask

customer for

Advanced

Software Support

Team

Dell Gold Queue

will troubleshoot calls

Dell Gold Customer

premier enterprise support service gold statement of work · 2005-11-28 · premier enterprise...

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