Dell Services and

Support

Helping Optimize Your Services Portfolio

January, 2009

GLOBAL SERVICES

PRODUCT AND SUPPORT LIFECYCLE

DELL SUPPORTS CUSTOMERS THROUGH EVERY STAGE OF

THE PRODUCT/SUPPORT LIFECYCLE:

Extend

Warranty

Replace

Hardware

Upgrade Warranty

1 – 3 Year Decision

Point

New

Product

Purchase

Replace

Hardware

Typical ~5 YEARS

• Credit Crunch

• Budget Cycle

• Growth vs. Reduction Goals

• Technology Roadmap

Drivers:

GLOBAL SERVICES

PRODUCT AND SUPPORT LIFECYCLE

DELL SUPPORTS CUSTOMERS THROUGH EVERY STAGE OF

THE PRODUCT/SUPPORT LIFECYCLE:

Extend

Warranty

Upgrade Warranty

Dell’s Services and Asset Management Team can

help you optimize your Service portfolio:

• Highly Trained Solutions Reps:

Specialized in selling service Extensions and Upgrades

Expert knowledge of Dell service + experience gained

from working with other accounts = real value add

• Asset Management:

Reports provided to you at NO CHARGE

Identify all Dell systems deployed within your business

along with information on service level and expiration date.

GLOBAL SERVICES

Minimizing Expense through Warranty Coverage

1 - Based on an internal study of Sev 1 resolution time for Dell customers using Mission Critical Support Platinum Plus compared to other service levels. August, 2007.

.

CostCustomer Reports Issue Customer is identified as out

of warranty

Customer transferred to Sales

queue, part ordered and shippedOnly after quote is accepted (Invoice

Terms) or money is transferred (Pre-Paid

Terms) the dispatch is initiated

Part +

Shipping +

Downtime

Technician

installs part No additional

troubleshooting

or diagnostics

performed

Part On-Site

Additional work requires new case to be opened

3 – 5 Days

Out

of

Warr

anty

Sup

po

rt

Current Economic environment drives

need to minimize cost and maximize

system uptime

Dell Services can reduce critical

downtime in your environment by

as much as 48%1

Cost

In W

arr

anty

Supp

ort

Customer Reports Issue Enterprise Expert Center

trouble shoots & dispatch part

Fast Track Dispatch gives

customer self-dispatch option

Part Shipped

to Customer

Part On-Site

Technician

ensures system

up and running

before case is

closed

$0

4Hrs with

Mission

Critical

GLOBAL SERVICES

Common Service Extension Scenarios

Capital budget for new

equipment purchase has

been exhausted

Extend your service until

the next budget cycle

Waiting on release of new

technology (HW or SW)

before making transition to

new equipment

Extend your service until

technology transition

Keep mission critical systems

in production longer than

anticipated when purchased

new

Extend your service to

ensure no gap in coverage

on your most important

equipment

GLOBAL SERVICES

Service Scenario Service Upgrade Option

Special attention needed

for mission-critical

hardware

Add the Mission Critical

Response, expedites

getting you up and running

Extend coverage to entire

install baseAdd Enterprise-Wide

Contract

Simplify service portfolio

with homogenous support

levels

Upgrade systems to

consistent level of support

Large population of mobile

users – need to protect

data

Add Laptop Tracking and

Remote Data Deletion

Common Service Upgrade Scenarios

GLOBAL SERVICES

PROSUPPORT TRANSITIONS

*Extension to ProSupport includes Application Assistance (Prosupport for End Users)

or Fast Track Dispatch (Prosupport for IT)

GLOBAL SERVICES 8

My underlying systems are being

used in new ways (more global,

mission critical, mobile….)

The sophistication and needs of

my personnel are more and more

widely varied

I’m challenged in cost-effectively

scaling and simplifying my

support functions

WHY LAUNCH A NEW

SUPPORT PORTFOLIO?

Based on Direct Customer Feedback

“One size fits

all, fragmented

support model

is no longer

sufficient”

GLOBAL SERVICES

DELL PROSUPPORT

WHAT’S NEW?

Configure your own support plan so it’s designed around you

Tailored offerings for IT professional help desks or end users

Consistent global offerings from desktop to data center

Advances in service capabilities and quality driven by over $200

million dollars in investment

9

GLOBAL SERVICES

CONFIGURE YOUR OWN

SUPPORT THAT IS NOT ONE-SIZE-FITS ALL

10

Set Your

Environment

IT Professional

Helpdesk

End-User

Support

Dial Your Own

Service Level&

Speed Of Response

Protection

Proactive Support

or

GLOBAL SERVICES

SET SUPPORT FOR

YOUR ENVIRONMENT

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• Direct access to Dell experts

• 7x24x365 phone support

• Collaborative hardware and software support

• Global Command Center management and monitoring

• How-to Application &

Configuration Assistance

•Technical training & certification

•Fast-Track Dispatch

GLOBAL SERVICES

DIAL IN SERVICES LEVELS

THAT YOU CONTROL

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Protection• Theft Protection

• Data Protection

Speed

Of Response

• Mission Critical

• Same Day

• Next Business Day

Proactive

Management

• Proactive Maintenance

• Service Delivery Manager with

Enterprise-Wide Contract

For terms of service for each offer please visit www.dell.com/servicecontracts.

GLOBAL SERVICES

FAST-TRACK DISPATCHPROSUPPORT FOR IT EXCLUSIVE

• Ability for certified IT staff to dispatch parts and/or labor without having to go through scripted phone troubleshooting

• Online technical training and certification for major Dell product families included in the program

• Access to tech support tips and in-depth hardware/software information

• Direct phone access to expert technicians when needed to assist with more complex issues

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FAST-TRACK DISPATCH PROGRAM PROVIDES:

GLOBAL SERVICES

HOW-TO SUPPORT FOR

COMMON APPLICATIONS

PROSUPPORT FOR END-USERS EXCLUSIVE

HOW-TO PHONE-BASED ASSISTANCE FOR NON-IT EXPERTS:

• Norton AntiVirus

• Microsoft Office

• Microsoft SBS

• QuickBooks

• Adobe Photoshop

• Adobe Acrobat

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GLOBAL SERVICES

Thank You