Support Programs
 

Dell Force10 is dedicated to giving our customers outstanding support to help minimize network outages and reduce operational expenditures. Dell Force10 offers the wide range of support programs listed below.

Dell Force10 ProSupport


A reliable and predictable network is critical to the success of your business. Prevention of outages and reduction of network downtime translates directly to improved customer service and greater profits. Dell Force10 Networks offers the Dell Force10 ProSupport suite of services to help customers achieve higher network availability. The foundation for ProSupport is the Dell Force10 Technical Assistance Center. Available 24 hours per day, 7 days per week, Dell Force10 TAC provides world class internetworking experts that can resolve any network issue. Dell Force10 ProSupport services also encompass modular hardware repair or replacement options to meet hardware support requirements, as well as Collaborative Support for multi-vendor environments.

Force10 StarSupport™ (Legacy Force10)


A reliable and predictable network is critical to the success of your business. Prevention of outages and reduction of network downtime translates directly to improved customer service and greater profits. Dell Force10 Networks offers the StarSupport suite of services to help customers achieve higher network availability. The foundation for StarSupport is the Dell Force10 Technical Assistance Center. Available 24 hours per day, 7 days per week, Dell Force10 TAC provides world class internetworking experts that can resolve any network issue. StarSupport services also encompass modular hardware repair or replacement options to meet hardware support requirements.

Services include


  • 24X7 Customer Aware Technical Assistance Center
  • i-Support: Dell Force10’s web support portal
  • Online access to software upgrades and patches
  • Hardware repair and replacement options
  • Onsite technician option for hardware replacement
  • Collaborative Support (Dell Force10 ProSupport Only)

Technical Assistance Center (TAC)


Customers have unlimited access to Dell Force10 TAC engineers 24 hours per day, 7 days per week. All Dell Force10 TAC engineers are internetworking experts, experienced in supporting large enterprise and service provider networks. Dell Force10 has implemented innovative process and CRM infrastructure that enables the automatic routing of cases to the appropriate expert based on customer and subject matter. This approach to the handling of cases results in reduced time to problem resolution. Customers can also expect a more reliable and predictable handling of their network issues.

i-Support


Technical information regarding Dell Force10 products, access to software upgrades and patches and the ability to open and manage TAC cases are essential to network maintenance and operations. i-Support provides integrated, secure access to these capabilities. Customers can also track the inventory of Dell Force10 products deployed within their network. This feature can save the customer time and money managing network assets. This feature is standard with StarSupport and customers have the option to enable or disable the feature.

Dell Force10 i-Support offers customers the following information and tools:
  • Access to software upgrades and patches
  • Online TAC case management
  • Technical product information and field releases
  • Answers to Frequently Asked Questions (FAQ)
  • Customer inventory (optional)
  • Sample configurations
  • Defect Tracking Tool

Hardware Repair and Replacement Options


Dell Force10 hardware replacement options provide a cost effective, predictable service to meet customer hardware support requirements. By electing StarSupport hardware replacement options, customers can eliminate the capital and logistics costs associated with hardware sparing and delivery.

Return to Factory - Return to Depot


Customers can extend their hardware warranty by choosing the Return to Factory/Return to Depot option. Under this option, customers can return parts to Dell Force10 for repair free of charge. Turn around for repair or replacement of parts is ten business day after receipt.

Next Business Day


Customers requiring replacement of parts can elect the Next Business Day option. Replacements are delivered next business day after issuance of RMA by Dell Force10 TAC. Requests for next business day hardware replacement can be made Monday through Friday, 5 am – 4:00 pm PST, excluding holidays.

4 Hour, Same Day


Customers requiring replacement of critical hardware parts on a same day basis can choose the 4HR service. Replacement parts are delivered same day within 4 hours after RMA issuance by Dell Force10 TAC. Request for 4 hour hardware replacement can be made 24 hours a day, seven days a week, including holidays.

4 Hour, Same Day Plus Onsite Support


Customer requiring replacement of critical hardware parts by an onsite technician can choose 4HR + Onsite Support option. Replacement parts are delivered same day within 4 hours after RMA issuance by Dell Force10 TAC. Replacement FRU will be delivered and installed by an onsite technician. Requests for 4 Hour hardware replacement by an onsite technician can be made 24 hours a day, seven days a week, including holidays.

Collaborative Support (Dell Force10 ProSupport Only)


If a problem arises with certain third-party products commonly utilized in conjunction with Customer’s Supported Product, Dell will serve as a single point of contact until the problems are isolated and escalated to the third-party product vendor. To be eligible for Collaborative Support, Customer must have the appropriate active support agreements and entitlement with the respective third-party vendor. Once isolated and reported, the third-party vendor provides technical support and resolution for Customer’s problem.