Getting the best VxRail User Experience with ProSupport Enterprise Suite

ProSupport for Enterprise is one single source for all comprehensive VxRail hardware and software support.


Overcome the complexity of infrastructure from the datacenter to the edge with unwavering support for hardware, software, and a smart way to manage the mix of vendors in your environment. ProSupport for Enterprise offers a single source with the expertise, know-how and global round the clock capabilities to help you minimize disruptions and maintain a high level of productivity:

  • Gain efficiency with expert support spanning Dell and VMware

  • Free your internal IT resources to focus on growth initiatives

  • Improve system performance and stability and maximize workload availability

End to end ownership of service requests

  • Single source of support for fully integrated VxRail system including vSAN, vSphere, HCI system software and all hardware

  • Dell ProSupport Enterprise Suite for VCF on VxRail includes VCF support even when you bring your own license

Easy access to VxRail experts

  • Support technicians are experts in the fully integrated Dell VxRail system including server, storage, networking and VMware

  • 24x7 comprehensive global support available via web, chat, phone or call-back

Collaboration with VMware

  • Collaborative Dell VxRail and VMware support teams are co-located to help quickly address customer issues

  • Integrated Dell and VMware case management systems in place for seamless support experience

Dell Technologies Services Expertise

  • 3,670+ VMware-certified Dell support professionals

  • 6,621+ Combined VMware certifications

  • >96% VMware cases resolved in-house

  • >96% customer satisfaction rating

ProSupport (Default):

  • Next Business Day or 4hr Mission Critical

  • Remote technical support

  • Covers both hardware and software

  • Onsite hardware support

  • 3rd party collaborative assistance

  • Self service case initiation and management

  • Access to software update

  • Proactive storage health monitoring, predictive analytics, and anomaly detection with CloudIQ and the CloudIQ mobile app

  • Remote system software code upgrades included for ProSupport Mission Critical (not included with ProSupport Next Business Day)

Note: VxRail customers do NOT need to purchase ProSupport Plus to get support for vSAN or vSphere ESXi as both components are a part of the VxRail HCI System Software.


ProSupport Plus:

  • Next Business Day or 4hr Mission Critical

  • Remote technical support

  • Covers both hardware and software

  • Onsite hardware support

  • 3rd party collaborative assistance

  • Self-service case initiation and management

  • Access to software update

  • Proactive storage health monitoring, predictive analytics and anomaly detection with CloudIQ and the CloudIQ mobile app

  • Remote system software code upgrades

  • Priority access to specialized support experts

  • Predictive detection of hardware failures

  • 3rd party software support

  • An assigned Service Account Manager:

  1. Your #1 support advocate, ensuring you have someone who knows you and your business

  2. Trusted advisor for support planning and technology decisions

  3. Leverages data from SupportAssist, Secure Remote Services and MyService360 to improve performance and stability with proactive, personalized recommendations

  4. Serves as single point of contact for account management, escalation and monthly reporting reviews

  5. Delivers systems maintenance on a semiannual basis

  • Proactive, personalized assessments and recommendations (VxRail hardware only and does not include software like VCF)

  • Proactive system maintenance (VxRail hardware only and does not include software like VCF)

ProSupport One

Qualified enterprise customers only and these are the requirements:

  • A minimum install base of no fewer than one thousand (1,000) Dell supported products identified on your Dell Technologies Quote covered by a current ProSupport One for Data Center (“ProSupport One”) support option or the Customer satisfying Dell Technologies then current annual revenue requirements for ProSupport One.

  • All Dell Technologies Products that are eligible for ProSupport One must be located within the same data center location and covered by a current ProSupport One support option. No exclusions are permitted.

  • The Customer must have and maintain a centralized support center and help desk to support the data center containing Dell Technologies Products covered by ProSupport One.

  • Dell Technologies reserves the right to periodically audit the Customer’s adherence to the ProSupport One eligibility requirements. If Dell Technologies determines that Customer has failed to achieve or maintain the ProSupport One eligibility requirements, Dell Technologies reserves the right to change the Service and support option covering the Dell Technologies Product from ProSupport One to ProSupport upon written notice to the Customer.

Optional Add-ons

  • Optimize for Infrastructure

  • Keep Your Hard Drive for Enterprise

  • Keep Your Component for Enterprise

  • Onsite Diagnosis

The two popular optional add-ons for our data sensitive and dark site customers are Keep Your Hard Drive and Keep Your Component. Keep Your Hard Drive for Enterprise and Keep Your Component for Enterprise enable customers to retain failed drives and components while simultaneously getting failed parts replaced without incurring additional cost. Sensitive data never leaves the organization’s control, ensuring security as well as enabling compliance with data privacy regulations. ​

  • Keep Your Hard Drive includes standard, Solid-State Drive (SSD), Serial ATA (SATA), Hard Disk Drives (HDDs), including PCIe and NVMe

  • Keep Your Component includes all drives plus all other customer and field replaceable components such as Boss cards, power supplies, motherboards, memory and more

Note: Without these services, customers are required to return a drive or component when receiving replacements with their Dell EMC support contract.


To summarize, ProSupport for Enterprise is key to our customer’s user experience, and we should try to always quote with ProSupport Plus whenever possible.


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Opinions expressed in this article are entirely our own and may not be representative of the views of Dell Technologies.


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