Dell Outlet’s Recommended Support Services
Support Options for Windows Home
Features | Basic Support | Premium Support | Premium Support Plus |
---|---|---|---|
Accidental Damage | Optional | Optional | ✔ |
Technical support through chat and online | Business hours | 24/7 | 24/7 |
On-site repair or Advanced Exchange after remote diagnosis2 | Varies | 1-2 Business days | 1-2 Business days |
International travel support | ✔ | ✔ | |
Parental controls and data backup | ✔ | ||
Automated virus and malware removal (requires SupportAssist) | ✔ | ||
Fix problems before they occur (requires SupportAssist) | ✔ |
Support Options for Windows Pro
Features |
Basic Support |
ProSupport |
ProSupport Plus |
---|---|---|---|
Accidental Damage Protection1 | Optional |
Optional |
✔ |
Technical support through chat and online | Business hours |
24/7 |
24/7 |
Hardware (HW) repair to reduce productivity downtime | Varies |
Next Business Day On-site2 |
Next Business Day On-site2 |
Direct access to in-region engineers | ✔ |
✔ Priority Access |
|
Crisis monitoring and management | ✔ |
✔ |
|
Single-source software (SW)3 and hardware expertise | ✔ |
✔ |
|
Fix problems before they occur (requires SupportAssist) | ✔ |
✔ |
|
Automated virus and malware removal (requires SupportAssist) | ✔ |
✔ |
|
Service Account Manager4 (SAM) for account reporting and planning | ✔ |
||
Keep Your Hard Drive (KYHD) | ✔ |
ProSupport
We know you have a business to run and no time for IT issues. ProSupport Plus gives you 24x7 support, whether you’re at home or in the office. In fact, we’re always watching for issues so they don’t slow you down. You stay focused on growth. We’ll take care of IT.
ProSupport Plus
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No time for downtime
ProSupport Plus with SupportAssist7 detects hardware issues before they become problems, allowing you to virtually eliminate unplanned downtime due to hardware issues.5
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It’s a safe bet, we’ll contact you first
Proactive alerts let you know something has happened and automatically opens a ticket, so you don’t have to play tech support.
We’ll start resolving the problem before you even have time to contact us. If you need help, we’ll be at your side, literally, to make the repair.8 -
Free your time and your mind
Our in-region ProSupport experts are always awake and standing by 24x7 to help you, no matter where you are in the world or what type of IT issue you’re having.
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Protect your assets and your data
Accidents happen – we fix them. ProSupport Plus gives you quick replacements and protection from drops, spills and surges. And if your accident means you need to replace your hard drive, we let you keep it and all the data on it, so your company secrets are just that – yours.6
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Can pay for itself with just one incident
ProSupport Plus provides value and peace of mind. Invest in support that lets you worry about the things that matter.
Premium Support
- 24/7 Hardware and Software support with Priority Access to Experts via Chat & Email.
- Dell Certified Repairs After Diagnosis - Onsite (Home, School, or Work) or Advance Exchange
- Proactive & Preventive diagnostics via Support Assist.
- Receive International Warranty and Support when you travel.
Premium Support Plus
Accidents? Covered
Repairs are covered! That includes drops, spills, or electrical surges.
Personalised support
24x7 access to experts to help with software, data backup, or setting up your home network.
You go places
Dell is available even when you travel. If we can’t resolve the issue over the chat & online, a technician can meet you at home, work, or school.
Get rid of viruses and spot trouble before it happens!
SupportAssist can remove viruses and malware, and predict problems before they ever occur.
Accidental Damage
Save time and effort when you plan for accidents. Accidental Damage delivers coverage you can count on for drops, spills, and surges:
- Streamlined claim process
- No extra fees or deductible
- Repairs performed by Dell technicians with Dell parts
Accidental Damage is included in Premium Support Plus or you become eligible to purchase it when you buy another support offer.
What’s covered:
- Liquid spilled on or in the unit
- Drops, falls and collisions
- Electrical surges
- Damaged or broken LCD due to a drop
By selecting any Accidental Damage term, you agree that you are 18 years of age or older and have read and agree to the terms and conditions including the key features, which include details of the cover, relevant exclusions (e.g the cover is limited to 1 claim per year of cover), the process for claims and cancellation policy. Prices include insurance premium tax (at the applicable rate).
The Insurance is underwritten by American International Group UK Ltd, registered office, The AIG Building, 58 Fenchurch Street, London, EC3M 4AB, United Kingdom (AIG UK). AIG UK is authorized by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (FRN number 781109). You can check this by visiting https://register.fca.org.uk.
SupportAssist
Say goodbye to downtime. SupportAssist is the technology behind the predictive and proactive features of ProSupport and ProSupport Plus, allowing you to virtually eliminate downtime9 and focus on what’s important. We’ll take care of any IT issues.
- Predictive and proactive6 - SupportAssist technology is constantly looking for anomalies. When it sees an issue or predicts a failure is about to happen, it automatically alerts you and Dell at the same time and proactively creates a ticket. Before you know it, we’re calling you to work through the issue and if you need onsite help, we’ll be there the next business day after the remote diagnosis.
- Security – It’s important to us and it’s important to you. Therefore only system state info is used for troubleshooting and all information is protected with 256-bit encryption and SSL protocol.
Important Information
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- Onsite or Advanced Exchange Repair after remote diagnosis (a) Onsite after remote diagnosis is determined by online technician of cause of issue, may involve customer access to inside of system and multiple extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched usually in 1 or 2 business days following completion of remote diagnosis. Onsite service is provided by Dell Marketing L.P., Availability varies. Other conditions apply. (b) Advanced Exchange replaces hardware after remote diagnosis. Customer must return original hardware to Dell according to the rules specified. Advanced Exchange subject to country availability. (c) For complete details about Onsite or Advanced Exchange see
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- In some countries, support after local business hours may be provided in a language other than the local language.
- Onsite Service after Remote Diagnosis is determination by online technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually in 1 or 2 business days following completion of Remote Diagnosis. Onsite Service is provided by Dell Marketing L.P. Availability varies. Other conditions apply. For complete details about Onsite Service, see dell.com/servicecontracts.
- Personalized help with software, including email programs, productivity and creativity apps, network functionality, installing peripherals.
- Premium Support Plus not sold on systems with Windows 10S, Ubuntu or Steam OS. Geographic and service levels vary. See Service Description dell.com/servicecontracts. SupportAssist not available on Linux, Windows 10S, Windows RT, Android, Ubuntu or Chrome based products.
- SupportAssist automatically detects and proactively alerts Dell to: operating system issues, software upgrades, driver updates and patches, malware, virus infected files, failures of hard drives, batteries, memory, internal cables, thermal sensors, heat sink, fans, solid state drives and video cards. Predictive analysis failure detection includes hard drives, solid state drives and batteries.
- Claims based on May 2017 Principled Technologies test report commissioned by Dell comparing Dell Basic Hardware Service to Premium Support Plus with SupportAssist Technology. Testing conducted in the United States. Actual results will vary. Full report: https://facts.pt/sk4vHh.
- Based on internal analysis April 2017. Some features are not available on all products.
- In some countries, support after local business hours may be provided in a language other than the local language.
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1Accidental Damage Service: Service is only available during the term for Dell’s limited hardware warranty or upgraded service contract, and excludes theft, loss, and damage due to fire, flood or other acts of nature, or intentional damage. Customer may be required to return unit to Dell. Limit of 1 qualified incident per contract year. For complete details, consumers visit Dell.com/servicecontracts (https://www.dell.com/learn/us/en/uscorp1/campaigns/global-consumer-service-contracts) and commercial customers visit: Dell.com/servicecontracts (https://www.dell.com/learn/us/en/uscorp1/campaigns/global-commercial-service-contracts).
2On-site service or Advanced Exchange Service after remote diagnosis
(a) on-site service after remote diagnosis is determined by the online technician, and may involve customer access to the inside of the system and multiple extended sessions. If the issue is covered by the Limited Hardware Warranty and cannot be resolved remotely, the technician and/or replacement part will be dispatched, usually in 1 or 2 business days, following the completion of the remote diagnosis. On-site service is provided by Dell Marketing L.P; Availability varies. Other conditions apply.
(b) Advanced Exchange Service repairs or replaces hardware after remote diagnosis. The customer must return the original hardware to Dell according to the rules specified. Advanced Exchange Repair is subject to country availability.
(c) For complete details about On-site Service or Advanced Exchange Repair, see dell.com/servicecontracts.
3Software support with collaborative 3rd party assistance.
4Available for ProSupport Plus customers with 500 or more ProSupport Plus systems.
5Based on a Principled Technologies test report, “Dell ProSupport Plus with SupportAssist warns you about hardware issues so you can fix them before they cause downtime” dated April 2019. Testing commissioned by Dell, conducted in the United States. Actual results will vary. Full report: http://facts.pt/0xvze8. Hardware issues detected by SupportAssist include hard drives, solid state drives and batteries.
6Hard drive retention is not available on models with a soldered hard drive, Chromebooks or Venue tablets, except the Venue 11 Pro.
7SupportAssist not available on Linux, Windows RT, Ubuntu or Chrome based products. SupportAssist automatically detects and proactively alerts Dell to: operating system issues, software upgrades, driver updates and patches, malware, virus infected files, failures of hard drives, batteries, memory, internal cables, thermal sensors, heat sinks, fans solid state drives and video cards. Predictive analysis failure detection includes hard drives, solid state drives and batteries.
8Based on a Principled Technologies test report, “Spend Less Time and Effort Troubleshooting Laptop Hardware Failures” dated April 2018. Testing commissioned by Dell, conducted in the United States. Actual results will vary. Full report: http://facts.pt/L52XKM
9Software support with collaborative 3rd party assistance.
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