Dell Corporation Limited

Lot 3: Dell Cloud Support (ProSupport Plus)

Dell offer both ProSupport and ProSupport Plus onsite services with our cloud solutions which provide 24/7/365 telephone assistance with NBD or 4 hour onsite repair options for buyers to choose from. Mission Critical support is Dell’s most rapid resolution service where we are able to provide 4 hour onsite response.

Features

• 24x7x365 telephone support
• 4 hour onsite repair option
• SupportAssist proactive monitoring tool
• optional Services Account Manager via ProSupport Plus warranty
• hardware and software support
• TechDirect self-service support portal option
• critical situation protocols
• 60,000+ Dell EMC & partner professionals
• Over 11,000 certifications in hardware, software and solutions
• Collaborative assistance with 3rd party technology vendors

Benefits

• Flexibility to choose support based on criticality of specific systems
• central point of accountability for all hardware and software issues
• Cross-domain experience, goes beyond a single piece of hardware
• Predictive, automated tools and innovative technology
• Consistent experience regardless of where you’re located
• Deep knowledge of complex, emerging technologies and multivendor environments
• option for service including personalized relationship with a designated SAM
• minimize downtime with enterprise class support
• multiple in-region support centres
• improve performance and stability of critical systems, increase productivity

£1,000 to £5,000.00 a unit

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at strategic_programmes@dell.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

448871633919381

Contact

Paul Armour
07540 141331
strategic_programmes@dell.com

Planning

• Planning service: Yes
• How the planning service works: Dell Technologies Consulting Services helps you realize the agility and cost benefits of Dell Technologies cloud platforms faster. From defining service blueprints to migrating applications and delivering efficient, automated cloud operations, our consultants accelerate your cloud transformation. Dell Technologies has consulted thousands of customers on their cloud adoption journeys. Through these engagements, we have identified and refined a proven four-step approach that helps organizations better understand the tasks that are necessary to meet objectives across various lines of business.; ; In order to ensure success on this journey, it helps to first understand the current state of your IT landscape, and Dell can assist buyers capture the “as-is” current state of the environment under review to develop topology diagrams and document information on key technical systems. Furthermore, identify and categorize the issues in the environment that are currently impacting service delivery, costs, or both. Using these insights, we can determine the strategic vision and guiding principles for the future ideal environment. Understand planned investments, long-term strategy decisions and organizational and financial information for the targeted environment. Build a proposed “to-be” future state blueprint and solicit feedback from all stakeholders before finalizing the vision.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Dell Technologies where requested can provide participating institutions technical staff with post-sales technical support in the format of hands-on training or advice sessions and can cover items such as fault diagnosis and general problem resolution. Dell also provide a supplementary support tool named TechDirect as a value-add service which comes at no charge and provides and abundance of free training and support, primarily aimed at end users IT staff to help support, manage and maintain Dell desktops and notebooks. The tool also provides an option to enable buying trust’s technical support staff to become certified to support your Dell hardware and obtain an accreditation, again at no charge. Dell also offer a full suite of Dell Education Services training courses best-in-class education that improves your readiness and return on buyers Dell investments. Our learning organization is led by 3K strong staff including over 170+ instructors, portfolio and delivery, content developers, program managers and more in order to deliver a world class training and certification experience to our customers. These sessions can be delivered as Instructor-Led Training, Online Instructor-Led Training, Video Instructor-Led Training or On Demand Lab training.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Cloud Infrastructure and Services
  • Cloud Services Management
  • Cloud Infrastructure Planning and Design
  • VMware Telco Cloud Infrastructure Install, Configure, Manage

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Dell Technologies has been delivering end-to-end data center engagements for nearly 20 years and provides unique value through a combination of seasoned expertise, automated discovery tools, and patented methodology. As the leading provider of converged infrastructure and with a portfolio of pre-engineered cloud solutions, Dell Technologies can implement a holistic data center modernization as part of your consolidation or migration initiative. Our leading cloud suitability platforms are used to assess your applications and their business requirements to determine optimal infrastructure placement.; ; Dell Technologies patented, application-centric approach to data center consolidation and migration provides a comprehensive solution, including program management, discovery and analysis, planning, and execution, to streamline IT infrastructure, reduce operational costs, improve efficiency, and prepare a foundation for hybrid cloud, converged, or virtual infrastructure.; ; We utilize automation tools to rapidly discover interdependencies between applications, storage, and servers, which reduces the overall discovery phase from 4-6 months to 4-6 weeks. These automated tools enable us to deliver an accelerated data center solution while nearly eliminating human error and virtually eradicating migration sequencing and dependency errors.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Dell Technologies have a continuous quality assurance and performance testing regime which operates week on week to ensure the best possible service is maintained without compromise.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications: Cyber Scheme

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Dell offer both ProSupport and ProSupport Plus onsite services with our cloud solutions which provide 24/7/365 telephone assistance with NBD or 4 hour onsite repair options for buyers to choose from. Mission Critical support is Dell’s most rapid resolution service where we are able to provide 4 hour onsite response.; Dell Technologies have around 400 highly skilled senior level technicians in-country available to support framework buyers with their Dell data centre hardware and advanced software troubleshooting issues 24x7x365 days a year, including Public holidays, delivering in-house collaboration and industry-leading levels of support, leveraging Dell EMC’s alliances with leading application providers such as Oracle and Microsoft. ; ; The helpdesk employees sit in teams that consist of level 1, 2 and 3 support agents, where levels 2 and 3 allow progressive stages of escalation. Beyond level 3 agents, there are four ITIL accredited Escalation Managers also located in our Glasgow office.; ; As an example of our work force accreditations, as a minimum our ProSupport technicians would have a number of or all of the following industry recognised qualifications: MCSSE, MCSA, MCTS, MCP, MCDST, RHCE, Comptia, A+ N+ S+ and the following manufacturer accreditations: Compellent, CITRIX, CISCO, Microsoft, Symantec, VMware, Juniper, CommVault, Red Hat.

Service scope

• Service constraints: Dell Technologies provide customizable services which can be tailored to meet the needs of each participating authority based on a specific requirement set. Any constraints may have with regards to a specific piece of work would be identified and confirmed during the scoping / qualification phase.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email technical support is available via www.dell.co.uk/support. When the buyer clicks the email link, the system automatically reads the service tag number to route the email to the correct team. Email technical support aim to respond within one business day. This service should be used for non-critical issues only. Dell also provide a self-service portal via Dell TechDirect which will submit and track an online ticket for an agent to engage on the case with TechDirect Portal Link, TechDirect aim to respond within 48hours so advisory for use on low effected issues (system not down, low production impact).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web-chat technical support is available via www.dell.co.uk/support.; ; When the buyer clicks the email link, the system automatically reads the service tag number to route the service to the correct team. The buyer has the option of amending the service tag number if, for example, they are using another system to log the fault. This service should be used for non-critical issues only.; A technician will maintain contact with the customer throughout the life of the fault, regardless of how long this process takes. The technician will have suitable experience and carry industry recognized qualifications. The buyer can track the progress of their call at any time via the online tracking tool at www.dell.co.uk/support. Dell is PCI compliant for its web-chat function.
• Web chat accessibility testing: Dell Technologies have a continuous quality management testing regime which operates week on week to ensure the best possible service is maintained without compromise.
• Support levels: Dell offer both ProSupport and ProSupport Plus onsite services with our cloud solutions which provide 24/7/365 telephone assistance with NBD or 4 hour onsite repair options for buyers to choose from. Mission Critical support is Dell’s most rapid resolution service where we are able to provide 4 hour onsite response. With a ProSupport Plus contract, buyers are entitled to a dedicated Technical Account Manager (Services Account Manager, or SAM in Dell terminology) as a resource available day-to-day for escalation management as well as monthly reporting and recommendations based on intelligence gathered on your data center estate. The SAM is available to act as a trusted advisor to buyers for support planning and technology decisions and is able to leverage data analytics to improve performance and stability with proactive, personalized recommendations. The dedicated SAM is also responsible for assisting with delivering systems maintenance on a semi-annual basis. The cost for a ProSupport Plus contract differs depending on the kit in use on the solution. Depending on the hardware being used and the quantities, the support costs can vary and pricing will be provided on request with each solution being proposed via the framework.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NSAI
• ISO/IEC 27001 accreditation date: 05/01/2022
• What the ISO/IEC 27001 doesn’t cover: Available on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 01/07/2018
• What the PCI DSS doesn’t cover: Available on request.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Distributed Management Task Force
  • The Forum for Incident Response and Security Teams
  • International Committee for Information Technology Standards
  • Internet Engineering Task Force
  • The Open Group
  • Organisation for Advancement of Structured Information Standards
  • Software Assurance Forum for Excellence in Code
  • Storage Networking Industry Association

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Fighting climate change; Dell’s Carbon Footprint Greenhouse gases are gases in the atmosphere that trap heat and contribute to global climate change. Dell reports annually on the greenhouse gas emissions generated by our operations and within our value chain. Electricity is a form of energy and can contribute to GHG emissions. Fuels used to generate electricity include coal and natural gas, as well as renewable sources such as solar and wind power. Around the world, energy demands are increasing — along with costs. Energy providers are being challenged to shift to cleaner, renewable sources of energy while continuing to meet increasingly higher demand. At Dell, we’re committed to conserving energy and growing our renewable-sourced electricity purchases. Smarter energy use is good for business and good for the planet. Dell’s Climate Change-Related Goals We will reach net zero greenhouse gas (GHG) emissions across Scopes 1, 2 and 3 by 2050. This ambition is supported by additional interim targets: ● Source 75% of electricity from renewable sources across all Dell facilities by 2030 — and 100% by 2040 ● Reduce scopes 1 and 2 greenhouse gas emissions by 50% by 2030 ● Reduce absolute scope 3 GHG emissions from purchased goods and services by 45% by 2030. ● Reduce absolute scope 3 GHG emissions associated with the use of sold products by 30% by 2030 Please see the By the Numbers section of our most recent ESG Report for more information on our annual greenhouse gas emissions. www.delltechnologies.com/asset/en-us/solutions/business-solutions/briefs-summaries/delltechnologies-fy23-esg-report.pdf

  Equal opportunity

  Equal opportunity; Dell’s Diversity and Equal Employment Opportunity Policy is linked in all job postings/ads and applications. Dell’s EEOP covers the following diversity dimensions: ● race ● color ● religion or belief ● national ● social or ethnic origin ● sex (including pregnancy) ● age ● physical ● mental or sensory disability ● HIV status ● sexual orientation ● gender identity and/or expression ● marital, civil union, or domestic partnership status ● past or present military service ● family medical history or genetic information ● family or parental status ● any other status protected by the laws or regulations in the locations where we operate Dell also has several policies and disclosures that are available within our ESG Resources. To view the full list, please visit the Public Policy section of our Policies, Positions & Guidelines. https://www.dell.com/en-us/dt/corporate/social-impact/esg-resources/policies-positions.htm#scroll=off

Pricing

• Price: £1,000 to £5,000.00 a unit
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at strategic_programmes@dell.com. Tell them what format you need. It will help if you say what assistive technology you use.