Guide

REQUIREMENTS FOR DELIVERING

DEPLOYMENT SERVICES
A guide to understanding the requirements for becoming enabled to deliver partner branded
deployment services on eligible products in the Dell Technologies portfolio.

Dell Technologies offers Solution Providers, OEM Embedded & Edge Partners and Distributors the opportunity to deliver
partner-branded deployment services for select products in the portfolio by earning services competencies. As an
authorized Deployment Partner, you have unique and profitable advantages. The delivery of your own services builds
stronger customer relationships, increases services margins, and provides you with unique market differentiation. A
complete list of available deployment services competencies can be found in Program Tracker and in the Services
Delivery Enablement Matrix.
Learn more about becoming authorized by Dell Technologies to deliver deployment services:

Contents

Roles and Responsibilities of Services Delivery Partners 1

Entry Requirements for Delivering Dell Technologies Services 2

Ongoing Requirements for Delivering Dell Technologies Services 3

Services Delivery Performance Requirements 3

Steps to Delivering Deployment Services 4

Services Delivery Partner Support and Resources 5

Roles and Responsibilities of Services Delivery Partners

Dell Technologies holds partners with deployment competencies to high standards and wants to ensure you have the
resources and skills required to deliver on those expectations. To support the growth and development of
your services business, Dell Technologies offers:
• Training and certifications to ensure your resources have the proper skills to deliver high quality engagements to
your customers. In fact, it’s the same training that is used by our internal teams.
• Specialized access to the Dell Technologies Partner Portal, a space to access Dell Technologies Services
methodologies and tools.
• Access to our award-winning global Customer Support Team to escalate any undocumented or unknown issues
during the deployment project, available for applicable products.
Services Delivery Competencies are a prerequisite to delivering deployment services for Dell Technologies
products and are available for select products in the portfolio. A complete list of available services competencies can be
found in Program Tracker and in the Services Delivery Enablement Matrix. Partners who hold deployment competencies
assume key responsibilities in the installation/implementation process. Only certified resources should deliver deployment

© 2019 Dell Technologies or its subsidiaries.

services to end customers and partner services delivery is limited to products originally sold by the partner. If Dell
Technologies support services are engaged for issues caused by the partner’s unauthorized installation/deployment, such
support will be chargeable to the partner. Partners planning to deliver partner branded deployment services should select
Certified Partner SKUs, where applicable, during the ordering process.

The table below provides a high-level summary of those responsibilities that are in-scope for services delivery partners
and those that are out-of-scope. Responsibilities do vary by product and product-specific responsibilities can be found in
the services delivery product guides accessible through the Services Delivery Enablement Matrix.

Role Description Responsible Party

Completes all pre-engagement activities including the
Pre-Engagement Preparation Services Delivery Partner
questionnaire
Hardware installation services (Rack, stack, cable, label, and
Installation Services Delivery Partner
trash disposal)
Install and configure system software, develop project
Implementation Services Delivery Partner
documentation and deliver a knowledge transfer
SW Upgrades Upgrade existing firmware and software Services Delivery Partner
Installation and implementation of additional hardware for an
HW Expansion Services Delivery Partner
existing configuration
Detailed analysis and planning for migrating data from an existing
Migrations (non-IDM) environment to the target environment leveraging tools best Services Delivery Partner
suited to the product set
Installs and sets up remote connectivity through either Dell
Remote Services
Technologies Secure Remote Services or Support Assist Services Delivery Partner
Connectivity
Enterprise for the relevant product
Registers the relevant product(s) with Dell Technologies Install
Product Registration Base Group or TechDirect to ensure product is supported post Services Delivery Partner
installation
Device Moves & Relocate a previously installed device to a new location and
Dell Technologies Only
Recertification recertify device for Dell Technologies Support
Best practice product analysis of customer’s environment to
Health Checks Dell Technologies Only
maximize performance, utilization and uptime.
Service overwrites physical storage data with a pattern of
Data Erasure characters and random data in one or more iterations to render Dell Technologies Only
the underlying data unreadable.

The option to co-deliver deployment services with Dell Technologies is available to eligible partners who hold deployment
competencies on select products. For more information, visit Delivering Services on Partner Portal.

Entry Requirements for Delivering Dell Technologies Services

To begin earning services delivery competencies, a partner must first have the following in place:
1. An approved Dell Technologies Deployment Partner Program Application
2. A signed Dell Technologies Deployment Partner Agreement
Once approved, partners and distributors can go on to earn services competencies for products and/or product families
that align to their business model by earning the certifications that align to those competencies – see Steps to Delivering
Support Services section for more information. The tables below represent the number of certified resources by partner
type, tier and zone1 required to earn and maintain a services competency.

Solution Providers and # of Certified Resources Required1

OEM Embedded & Edge Partners Gold Platinum Titanium
Zones 1 and 2 CAN, FR, GER, Japan, UK, USA 1 2 2
Zones 3, 4 and 5 Rest of World 1 1 2

Distributors # of Certified Resources Required1

CAN, FR, GER, Japan, UK, USA 2
Rest of World 1
1
Does not apply to VxBlock Competencies which require 2 resources regardless of zone and tier
Ongoing Requirements for Delivering Dell Technologies Services
Each February during the end-of-year audit, services competencies are evaluated to determine a partner’s eligibility to
retain these competencies for the coming program year. To be compliant at time of audit, a partner must meet the
following criteria in addition to maintaining an up-to-date, signed Dell Technologies Deployment Partner Agreement:
1. Gold Tier or Higher
2. Required # of certified resources as of the year-end audit training deadline
3. Certified resources must hold the current certification (N) or one version prior (N-1)

Tier Requirement
Partners must be Gold tier or higher in order to retain services delivery competencies. Partners who fall below Gold during
the year-end Dell Technologies Partner Program (DEPP) audit will lose their services competencies immediately. Should
a partner’s tier go up resulting in increased certified resource requirements, the partner has the entire program year to
meet the new resource requirements without losing their competency, provided they have at least one certified resource.
Certified Resource Requirement
Partners must continue to maintain the minimum number of certified resources by product according to their tier
and zone. Accepted certifications are the current version (N) and one version prior (N-1). Partners holding a certification
version older than N-1 at time of audit will lose their competency immediately. However, this competency can be earned
back once the current certified resource requirements are met.

Services Delivery Performance Requirements

Partners who hold services competencies are expected to demonstrate services delivery excellence. The deployment
metrics against which partners are measured are outlined in the table below. Partners who hold services competencies for
eligible products have access to a Services Performance Scorecard which includes performance benchmarks and trends.
The scorecard also includes the overall partner performance level against which performance-based benefits are
awarded.

Partner performance is assessed each February during the end-of-year audit based on performance data as of the end of
January. Partners who demonstrate services delivery excellence will be awarded incremental benefits as outlined in the
Services Delivery Performance Metrics & Benefits Guide. Partners unable to demonstrate a base level of performance at
the time of assessment are ineligible to earn additional services delivery competencies until such time that overall
performance is base or better. Partners who consistently demonstrate below base performance for a product
risk losing their services competency tools access and entitlements for that product.

Metric Definition
Measures the percentage of total products shipped within the measurement period with either
Deployment Rate
Dell Technologies deployment services or partner deployment services attached.

Measures the rate at which partners register those products where Dell Technologies
Product Registration Rate
deployment services are not attached.

Measures the percentage of installed products/solutions for which there is at least ONE record of
Connectivity Rate
dialing home.

Measures a partner’s ability to complete deployments successfully, ensuring products can be

Deployment SR Ratio
taken into service as intended, and are ready for effective delivery of support services.
Steps to Delivering Deployment Services

• To become a services delivery partner, complete the New Services Partner

Application case form and submit to the Channel Services Helpdesk (CSH))
Apply &
• Once your application is approved and you have been onboarded, ensure that
Onboard
services training and certifications are captured by setting up your services contacts
in Partner Portal and in Program Tracker

• Services competencies for select products have unique certification requirements.

Identify which competencies align to your business strategy and review the Services
Delivery Enablement Matrix for product-specific competency pre-requisites, training
and/or certification requirements
Get Trained • Review the Services Delivery On-Demand Training tutorial for guidance on
& Certified purchasing, activating and accessing services delivery competency training in the
On-Demand Learning Center.
• Ensure earned certifications are being accurately reflected in Program Tracker using
the Program Tracker Accuracy Data Sheet

• Once all partner and product-specific competency requirements outlined in Program

Earn Tracker are met, earned competencies will be awarded and reflected under Held
Competencies services competencies.

Deliver • Ensure your team is familiar with the Dell Technologies systems, tools and
Deployment processes required to deliver partner-branded services. Visit the Delivery Tools and
Services Resources page on Partner Portal to learn more.

• Review the Services Delivery Metrics & Benefits Guide to understand services
delivery performance requirements
Maintain • Regularly monitor your Services Performance tab on Program Tracker and ensure
Services you are meeting Base or Advanced performance levels to retain performance-based
Competencies benefits for the coming program year
& Performance
Based Benefits • Regular monitor Held competency status in Program Tracker and ensure current
training requirements (N) are met by certified resources by the end-of-year audit to
retain competencies for the coming program year
 Services Delivery Partner Support and Resources
Resource Description

Services Delivery Product-specific services delivery competency pre-requisites,

Enablement Matrix training and/or certification requirements

Services Delivery On-Demand Instructions on purchasing, activating and accessing services

Training Tutorial delivery competency-aligned training packages

Portal for monitoring portfolio, solutions and services training and

Program Tracker
competency progress

Step-by-step guide to the systems and processes required

Operations Guide
for delivering successful product support
Dedicated, 24x5 support for services partners including services
Channel Services Helpdesk delivery training and certification requirements, applications,
and services sales questions
Central access point for partner program information, tools and
Partner Portal
partner user administration
Training and certification portal for Dell Technologies Education
Partner Academy Services; includes Services Journey for services delivery
enablement
Customer service portal providing access to program, partner
Partner Support
and product support resources

For any and all inquiries related to Services Delivery, open a case with the Channel Services Helpdesk.

The information contained in this presentation is proprietary and considered Dell Technologies Confidential information. THIS INFORMATION IS BEING
PRESENTED FOR INFORMATIONAL PURPOSES ONLY AND ADDITIONAL TERMS AND CONDITIONS APPLY TO YOUR PARTICIPATION IN ANY OF
THE PROGRAMS PRESENTED HEREIN. Dell Technologies reserves the right to modify the terms of the Program and/or eligibility requirements applicable to
the Program at any time or to terminate the Program at any time at its sole discretion. THESE MATERIALS MAY CONTAIN TYPOGRAPHICAL ERRORS AND
TECHNICAL INACCURACIES. THE CONTENT IS PROVIDED AS IS, WITHOUT EXPRESS OR IMPLIED WARRANTIES OR GUARANTEE OF ANY KIND. In
this document, “Dell Technologies” refers to the sales teams within the business units previously referred to as “Dell” and “Dell Technologies”, and excludes the
sales teams within the Dell Boomi, Pivotal, RSA, Secureworks, Virtustream, and VMware business units.
Copyright © 2019 Dell Inc. and EMC Corp. Dell is a trademark of Dell Inc. and EMC is a trademark of EMC Corp. Dell Technologies is a trademark of Dell Inc.
Dell and EMC disclaim any proprietary interest in the marks and names of others. Reference Number: H17191 / March 2020