ProSupport Plusfor PCs and Tablets

2

ProSupport Plus is the only complete support service that combines priority access to expert support, accidental damage repair, and proactive monitoring for automatic issue prevention and resolution.

It ensures PCs and tablets are running smoothly so customers can focus on what’s important.

ProSupport Plus for PCs and TabletsComplete support with minimal effort

3

Only 20% of IT time is spent on innovationAnd it hasn’t changed in years

Source: IDC Converged and Integrated Systems End-User Survey, N = 300 (2012), N = 308 (2013), N=301 (2014)

2013 2014

IT time spent on routine operations & support

IT time spent on Innovation

78% 79% 79%

22% 21% 21%

2012

4

Resolve issues quickly with ProSupport engineers

ProSupport Plus

Benefits:

Increase productivity with proactive automated support

Avoid downtime with failure prevention

Protect your investment with coverage for accidents

Secure your data with hard drive retention

Complete support with minimal effort

Experts Insights

Ease· Priority access to ProSupport engineers

· Dedicated Technical Account Manager*

· Collaborative support

· Proactive issue detection

· Predictive failure prevention

· Monthly history and contract reporting*

· Automated case creation with notification

· Repair for drops, spills and surges

· Retain hard drive after replacement

*Available for customers with 1000 or more ProSupport Plus Systems

ProSupportBase Warranty

ProSupport Plus

PCs and Tablets support services

Self-service case management and parts dispatch through TechDirect

Direct access to in-region ProSupport engineers

Technical support through phone, chat and online

24x7 24x7Business hours

Hardware repair service delivery1 Onsite

Command center monitoring and crisis management

Software support with collaborative 3rd party assistance

Automated issue detection, notification and case creation by SupportAssist2

Predictive issue detection for failure prevention by SupportAssist2

Retention of hard drive after replacement3

Accidental damage repair for drops, spills and surges

Dedicated Technical Account Manager4

Monthly support history and contract reporting4

Case Management API for helpdesk integration

Single resource for software and hardware expertise

Feature comparison

Varies

Priority Access

1 Onsite not available on some Venue ,Chromebook and Rugged Latitude products2 SupportAssist only available on Windows based products; predictive technology available on hard drives and batteries 3 Hard drive retention not available on Chromebook or Venue tablets except the Venue 11 Pro 4 Available for customers with 1,000 or more ProSupport Plus Systems

Onsite

Reduce customer effort and downtime with SupportAssistProactive and predictive automated support

Initially, hard drives and batteries

Higher customer effort, longer downtime

Manual case creation

Trouble- shoot

Verify service contract

Customer contacts Dell

Fault occurs

Traditional manual support

Less customer effort and downtime

Proactive automated support

Avoid failures and downtimePredictive automated support

Manual case creation

Gathersystemstate

Fault occurs

Autocasecreation

Dell contactscustomer

Resolve

Predict failure

Autocasecreation

Dell contactscustomer

Resolve

Hardware Support

Resolve

ProSupport Plus

Dell - Confidential

ProSupport Plus with SupportAssist resolves issues faster than the competition“SupportAssist found the problem and Dell started the conversation”

Source: Third-party lab testing with Principled Technologies (Tech Support process compared against HP & Lenovo), Oct 2014

8

1819

Steps to resolve

ProSupport Plus

58% reduction

5

34 33

Minutes on the phone

ProSupport Plus

Lenovo Unlimited Premium Support

84% reduction

1

5

3

Days for parts replacement

ProSupport Plus

Lenovo Unlimited Premium Support

5X faster

Lenovo Unlimited Premium Support

HP Care Pack, NBD + AD

HP Care Pack, NBD + AD

HP Care Pack, NBD + AD

Dell - Confidential

Managing ProSupport Plus devices with SupportAssist

• Analyzes system state• Predicts failures• Enables reporting

ProSupport

Engineers

Manage cases

SupportAssist

SupportAssist

SupportAssist

Alert

SupportAssistIntelligence

EnginePredict

Manage a single device

Predict

Alert

System state

Technical Account Manager

Manage multiple devices

Contact customer

Report

Alert

Alert

System state

TechDirect

Portal

Contact customer

SupportAssist

SupportAssist

SupportAssist

Dell - Confidential

IT Administrator experience when setting up multiple systems

Dell - Confidential

Checkup scans system based on chosen schedule

Dell - Confidential

Intuitive and personalized dashboard

Dell - Confidential

Customer has alert options

Change Alert Settings

Dispatches after submitted or auto-

submittedView Alert

Details

Alerts that have not been submitted

Cases after submitted or auto-submitted

Dell - Confidential

SupportAssist related cases and dispatches

Getting started with SupportAssist for ProSupport Plus

Set up SupportAssist

Single device

download

SupportAssist

Download the software

1 2

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gle

d

evic

e Pro

activ

e a

nd

pre

dic

tive a

uto

mate

d

su

pp

ort

Mu

ltip

le d

evic

es Dell sets up

SupportAssist and TechDirect

Download software

Deploy via systems

management

Sign up for TechDirect

Dell Configuration

Services

Self service or Dell

Consulting

SupportAssist

SupportAssist

SupportAssist

1

1 2 3

Man

ag

e v

ia Te

ch

Dire

ct

SupportAssist

SupportAssist SupportAssist

SupportAssist

SupportAssist SupportAssist

To start downloading go to dell.com/supportassist

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The Dell Difference

Innovative support for your organization.

Organizations all over the world are being asked to do more with less. Doing more means you need a support strategy that ensures your systems are available and issues are prevented or addressed before turning costly. When problems strike, you need a partner to help you get back up fast.

With the experts, insights and ease of ProSupport Plus for PCs and Tablets, you’ll have the complete support your business needs and will always be prepared to support what’s next.

Go to www.dell.com/prosupportplus for more information

Thank you

17

Back up

Onsite Service

Keep Your Hard Drive

SupportAssist

Venue 7 — — —

Venue 8 — — —

Venue 8 Pro — — Venue 11 Pro (5000 series)

—

Venue 11 Pro (7000 series)

Chromebook A35 — — —

Chromebook 11 — —

Rugged Latitude

ProSupport Plus feature matrix - exceptions by product*

* As of Feb 10, 2015; New products may be added at a future date

Predictive issue detection for failure prevention by SupportAssist*

ProSupport Plus PCs and Tablets vs. EnterpriseFeature comparison

Escalation Management

Accidental damage repair for drops, spills and surges

Technical support through tools, online, chat and phone 24x7 24x7

Software support with collaborative 3rd party assistance

Dedicated Technical Account Manager**

Automated monitoring, issue detection and notification by SupportAssist*

Direct access to in-region ProSupport engineers

Command center monitoring and crisis management

Self-service case management and parts dispatch through TechDirect

Service delivery for hardware repair * Onsite Onsite

System maintenance (as needed)

Case management API for helpdesk integration

Support for up to 7 years

Support history and contract reporting**

ProSupport Plus forPCs and tablets

ProSupport PlusEnterprise

Remote monitoring by SupportAssist*

Automated case creation by SupportAssist*

Retention of hard drive after replacement*

ProSupport Plus for PCs and tablets only: * Restrictions on some Venue, Chromebook, and Rugged Lattitudes (see details) **For customers with 1,000 or more ProSupport Plus systems

Coming Q1FY16

Software support OS & HypervisorOS & Applications