DELL CORPORATION LIMITED

Dell Cloud Support - Ongoing Support

Dell Technologies delivers ongoing, proactive advisory and operational support across multicloud environments. We provide single‑vendor coordination, incident response, optimization, patching guidance, and lifecycle management to maximize uptime and performance. A dedicated team aligns to your objectives, accelerates outcomes, and continuously improves your cloud operations. Resilience, governance, efficiency.

Features

• Single-vendor solution support, Dell-Microsoft coordination for Azure Stack HCI
• Proactive monitoring via CloudIQ, MyService360 for predictive health optimization
• Designated Support Engineer provides senior, environment-aware troubleshooting and escalation
• Expert assistance for patching, upgrades, change planning, safe execution windows
• Optional Residency and Onsite Diagnosis extend coverage, accelerate issue resolution
• Advisory on multicloud strategy, operating model, DevOps, Kubernetes alignment
• Quarterly reporting, governance, open-issue reviews, health summaries, improvement recommendations
• Priority access to senior engineers and streamlined escalation pathways
• Unified multi-vendor support consolidating heterogeneous data-center case handling
• Data governance, security add-ons for compliance and risk mitigation

Benefits

• Reduced operational complexity through single-vendor support and Dell-Microsoft coordination
• Faster restoration via senior DSE ownership and streamlined escalations
• Higher uptime using proactive monitoring and predictive CloudIQ/MyService360 analytics
• Optimized performance and safer changes with expert-led patching and upgrades
• Accelerated cloud adoption, reduced migration risk via multicloud strategy consulting
• Improved governance through regular reviews, health reports, continuous-improvement actions
• Enhanced compliance and data protection through advanced data custody services
• Consolidated multi-vendor support reduces MTTR and administrative overhead
• Consistent, criticality-aligned support with ProSupport Suite and Onsite Diagnosis.
• Lower IT burden by offloading operations and optimization to Dell

• 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

740125194512306

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: 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.
• 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.