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Dell Breaks The Mold Of Traditional Support

Dell Breaks The Mold Of Traditional Support

Innovations Enable Customers To Tailor Services to Fit Their Business

Globally Consistent Offering Advances Service Quality and Simplifies IT

Sydney, Australia, Feb. 20, 2008 - Breaking the mold of traditional, one-size-fits-all, services offerings, Dell has launched Dell ProSupport (www.dell.com/prosupport ), a globally consistent, customer-driven support offering that spans Dell's commercial product and solutions portfolios. Dell has distilled more than 10 service offerings down to two customisable packages with flexible options for service level and proactive management.

For the first time, Dell customers can customise and tailor services to fit their technical expertise. Competitive portfolios are unnecessarily complicated and force customers to select from a generic set of options that are less easily adaptable.

"Our customers and partners asked us to break the mold of 'one-size-fits-all' reactive support to help them meet the needs of increasingly diverse, global, and mission critical IT operations," said Steve Schuckenbrock, president, Global Services, and CIO, Dell.

"Dell listened and acted. ProSupport delivers important new features and capabilities that make it easier to get the right support package at the right time in the right way. ProSupport is an important step forward in enabling our customers and partners to tap into a world-class service delivery capability that end-users need-and toward Dell's broader vision to simplify IT."

ProSupport offerings include:

ProSupport for IT , an offering designed for technical experts, includes 24/7 support options such as Fast-Track Dispatch, a service that speeds resolution for certified IT professionals by quickly dispatching parts and Dell technicians to their location.

For organisations without a dedicated IT department, such as some small- to medium-sized businesses:

ProSupport for End-Users includes how-to software and collaborative support for common applications and tasks such as Microsoft Windows Small Business Server, Intuit QuickBooks and wireless access configuration. Additionally, direct access to certified technicians in the Dell Expert Center help customers focus on their business, not their IT.

"ProSupport shows that Dell has responded to its customers' feedback," said Matt Healey, research manager, Hardware Support Services, IDC. "This portfolio gives customers the flexibility to select the right support package for their level of technical expertise and the needs of their organisation. I believe this is a positive step for Dell and its customers."

ProSupport goes beyond reactive problem resolution and hardware support to include proactive management. With the right options, customers can reduce technical incidents by as much as 37 per cent and critical downtime by as much as 48 per cent. As organisations increasingly rely upon standards-based equipment to empower people and processes, Dell ProSupport also delivers new levels of quality and choice by offering modular options and recommended solutions to address daily IT challenges. Options for mission critical data centers, mobile/remote sales teams and virtualised environments provide proactive support while helping to simplify everyday operations.

Dell ProSupport is available immediately to Dell Registered Partners, corporate and small- and medium-size businesses and public organisations. To learn more about Dell ProSupport, please visit www.dell.com/prosupport .

About Dell

Dell Inc. (NASDAQ: DELL) listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell is a leading global systems and services company and No. 34 on the Fortune 500. For more information, visit www.dell.com , or to communicate directly with Dell via a variety of online channels, go to www.dell.com/conversations . To get Dell news direct, visit www.dell.com/RSS .

Dell is a trademark of Dell Inc.

Dell disclaims any proprietary interest in the marks and names of others.

Regards,Hello, please find the latest announcement from Dell below, which reflects its move towards breaking the mold of traditional one-size-fits-all, services offerings with the introduction of Dell ProSupport.

DELL BREAKS THE MOLD OF TRADITIONAL SUPPORT

Innovations Enable Customers To Tailor Services to Fit Their Business

Globally Consistent Offering Advances Service Quality and Simplifies IT

Sydney, Australia, Feb. 20, 2008 - Breaking the mold of traditional, one-size-fits-all, services offerings, Dell has launched Dell ProSupport (www.dell.com/prosupport ), a globally consistent, customer-driven support offering that spans Dell's commercial product and solutions portfolios. Dell has distilled more than 10 service offerings down to two customisable packages with flexible options for service level and proactive management.

For the first time, Dell customers can customise and tailor services to fit their technical expertise. Competitive portfolios are unnecessarily complicated and force customers to select from a generic set of options that are less easily adaptable.

"Our customers and partners asked us to break the mold of 'one-size-fits-all' reactive support to help them meet the needs of increasingly diverse, global, and mission critical IT operations," said Steve Schuckenbrock, president, Global Services, and CIO, Dell.

"Dell listened and acted. ProSupport delivers important new features and capabilities that make it easier to get the right support package at the right time in the right way. ProSupport is an important step forward in enabling our customers and partners to tap into a world-class service delivery capability that end-users need-and toward Dell's broader vision to simplify IT."

ProSupport offerings include:

ProSupport for IT , an offering designed for technical experts, includes 24/7 support options such as Fast-Track Dispatch, a service that speeds resolution for certified IT professionals by quickly dispatching parts and Dell technicians to their location.

For organisations without a dedicated IT department, such as some small- to medium-sized businesses:

ProSupport for End-Users includes how-to software and collaborative support for common applications and tasks such as Microsoft Windows Small Business Server, Intuit QuickBooks and wireless access configuration. Additionally, direct access to certified technicians in the Dell Expert Center help customers focus on their business, not their IT.

"ProSupport shows that Dell has responded to its customers' feedback," said Matt Healey, research manager, Hardware Support Services, IDC. "This portfolio gives customers the flexibility to select the right support package for their level of technical expertise and the needs of their organisation. I believe this is a positive step for Dell and its customers."

ProSupport goes beyond reactive problem resolution and hardware support to include proactive management. With the right options, customers can reduce technical incidents by as much as 37 per cent and critical downtime by as much as 48 per cent. As organisations increasingly rely upon standards-based equipment to empower people and processes, Dell ProSupport also delivers new levels of quality and choice by offering modular options and recommended solutions to address daily IT challenges. Options for mission critical data centers, mobile/remote sales teams and virtualised environments provide proactive support while helping to simplify everyday operations.

Dell ProSupport is available immediately to Dell Registered Partners, corporate and small- and medium-size businesses and public organisations. To learn more about Dell ProSupport, please visit www.dell.com/prosupport .

About Dell

Dell Inc. (NASDAQ: DELL) listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell is a leading global systems and services company and No. 34 on the Fortune 500. For more information, visit www.dell.com , or to communicate directly with Dell via a variety of online channels, go to www.dell.com/conversations . To get Dell news direct, visit www.dell.com/RSS .


Dell is a trademark of Dell Inc.

Dell disclaims any proprietary interest in the marks and names of others.


ENDS

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