DELL CORPORATION LIMITED

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 & 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

• Education pricing available

Service documents

• Pricing document

  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 15

Service ID

468388068259999

Contact

Paul Armour
07540 141331
Strategic_Programmes@Dell.com

About your service

• Service categories:

  Cloud Support Services

  Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • Dispatch of service technicians and/or parts
  • End user training coordination

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: Yes
• 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: Yes
• 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: Tbc
• AI chatbot: Yes

Resellers

• Supplier type: Not a reseller

Staff security

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

Pricing

• Discount for educational organisations: Yes

Architecture roles

Solution architect

Role level	UK Rate	Offshore Rate
Solution architect	£1,589.00
Senior solution architect	£1,738.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NSAI
• ISO/IEC 27001 accreditation date: Wednesday 29 October 2025
• What the ISO/IEC 27001 doesn’t cover: Dell’s Global ISO/IEC 27001:2022 multi‑site certification applies to defined Dell Technologies organizations and sites listed in the certificate annex and governed by the corporate Information Security Management System (ISMS). ; It does not extend to:; Third‑party environments and customer‑managed infrastructure outside the certified ISMS scope; ; Dell entities, locations, or legacy environments not listed on the certificate or covered by the ISO 27001 program; ; Customer on‑premises environments, customer networks, and customer-managed configurations or processes; ; For any in‑scope Dell services, information security controls are managed under the certified ISMS; however, customer responsibilities (e.g., access control within their environment, secure use and configuration of services, and local operational procedures) remain outside the certification scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NSAI
• ISO 9001 accreditation date: Sunday 25 January 2026
• What the ISO 9001 doesn’t cover: Dell maintains a comprehensive ISO 9001‑aligned Quality Management System for all organizations, functions, and site locations that fall under its global ISO 9001 scope of certification
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Internal Security Assessor (ISA)
• PCI DSS accreditation date: Thursday 1 January 2026
• What the PCI DSS doesn’t cover: *****Date provided is not the formal PCI DSS assessment date. Dell’s PCI DSS Level 2 merchant status is revalidated annually; detailed attestation dates can be shared under NDA on request*****; ; Dell Inc. is a PCI DSS Level 2 eCommerce merchant. Our PCI DSS compliance is assessed and revalidated annually by a certified PCI Internal Security Assessor (ISA); we report our compliance status to acquirers through the appropriate SAQ. The specific assessment date varies year‑to‑year and is available under NDA upon request
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Ad31a566-82fe-4ff1-9db5-7c4e5bcb9811
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

Service documents

• Pricing document

  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.