August 2017

Frequently Asked Questions - Channel:

ProSupport Enterprise Suite

All partners:

Question: How do Partners order ProSupport Suite: ProSupport, ProSuppport with mission
critical or ProSupport Plus?
Answer: Partners use the same ordering system that they use today. ProSupport will be
available in both of the existing ordering systems.
Question: How do support-enabled partners order the appropriate support options for their
own service delivery?
Answer: Support partners can deselect ProSupport. Only authorized support enabled
partners can add the required support options from the MyQuotes Configurator
as they do today.
Question: Can Partners customize the options available with ProSupport?
Answer: Yes, options like mission critical or a TSM can be added to ProSupport.
Question: Have the tech support phone numbers changed?
Answer: No, the phone numbers that Partners and customers use remain the same.
Question: Are both TechDirect and MyService360 available on all products?
Answer: No, at this time, TechDirect will continue to be available on legacy Dell products
only and MyService360 will continue to be available on legacy EMC products
only.
Question: How will the renewal process work for existing legacy EMC customer Premium
and Enhanced contracts?
Answer: Currently, the renewal process for Enhanced or Premium contracts will be remain
the same. They will be renewed to the existing brand names, either Enhanced or
Premium. We will be able to renew to ProSupport in the future.
However, expiring Enhanced and Premium contracts can upgrade to ProSupport
Plus.
Question: How will the launch of ProSupport impact Premium and Enhanced quotes in
flight?
Answer: Any quotes with a status of PENDING APPROVAL, APPROVED, SUBMIT TO
ORDER, ORDER SUBMITTED will continue, as Premium or Enhanced. Any
quotes in DRAFT OR PRICE NEGOTIATION will be invalidated. Partners will

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need to re-open the configuration, select the appropriate ProSupport option and
save the quote.
Question: What happens if the Services quote I’m working is not approved at the time of
ProSupport launch?
Answer: It is important to make sure all critical quotes are approved prior to ProSupport
launch. If not, any unapproved quotes will be removed from the system.
Question: What are the Dell EMC support delivery models?
Answer: There are three ways that partners can engage:
1- They can resell ProSupport and ProSupport Plus across the entire Dell EMC
portfolio.
2- They can resell ProSupport Plus and retain entitlement to take the first call
(this applies for legacy Dell products, only).
3- They can become enabled to deliver their own branded service and engage
Dell EMC to support them as needed. Support delivery enablement is by
invitation only. Authorized Partners must meet all of the delivery requirements
for the products they are supporting.
Question: Where can I go to find additional resources to help me understand and explain
our Enterprise Support services journey?
Answer: You can visit the Support Services pages on Dell EMC Partner Portal at
dellemc.com/partner/services. You’ll find links to training webinars, campaign
and marketing assets.
Question: How can channel partners resell ProSupport One?
Answer: If a channel partner has an account that meets the minimum requirements <link
to requirements>, they should reach out to their services sales team for
assistance.
Question: What are the requirements for a Partner to participate in ProSupport One for
Data Center?
Answer: The minimum is 1,000 Dell EMC products (single or multi-location), the
OEM/Partner must have a centralized help desk and retain ownership of
customer’s Dell EMC products (at the customer’s site) to qualify for ProSupport
services and entitlements.

OEM

Question: How do OEMs resell and engage with Dell EMC for ProSupport?
Answer: An OEM can resell ProSupport then handles the first line customer call because
the legacy Dell EMC products sit within an overall OEM solution. As a result, the
ProSupport pricing is adjusted for OEM partners.

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Question: Are there any specific options in ProSupport for OEM partners?
Answer: No, the options in ProSupport Enterprise are the same for all customers and
channel partners.
Question: Do OEMs have a single point of contact for solutions that have Dell EMC
products with different support queues?
Answer: The single point of engagement for both products sets will continue to operate as
they do today.
As part of future state planning, work will be done to further integrate support into
a more consolidated function.
Question: Will the current OEM call routing queue or website change?
Answer: TBD. As part of future state planning, work will be done to further integrate
technical support in to a consolidated function.

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