As you know from our recent Q1 results, our Services business grew 2% Y/Y driven in part by 2% growth in our support and deployment business. The support and deployment business has been able to partially mitigate the decline in hardware unit sales by increasing the attach rate on support offerings as well as introducing new and enhanced service offerings valuable to our customers.


I had a recent conversation with Doug Schmitt, vice president, Global Support Services, regarding our support and deployment offerings and the rising costs of data center maintenance from increased infrastructure complexity. In my conversation with Doug, he spoke about Dell ProSupport Enterprise Suite, which provides a higher level of service required by today’s increasingly complex environments to maintain and optimize performance.


We’re really excited about our recent launch of Dell ProSupport Enterprise Suite of services and what it offers to our customers. It consists of four components to help customers improve performance of critical systems, increase productivity and reduce downtime (ProSupport Plus, SupportAssist, ProSupport Flex for Data Center, TechDirect).


ProSupport Plus
was created by taking best of breed award winning offerings, such as the ProSupport service offering that boasts a 95% customer satisfaction rating, and combining it into ProSupport Plus. We’ve created the right combination of proactive processes, professional expertise and worldwide reach to ensure customer satisfaction across all hardware platforms in the enterprise, including hyperscale data center environments.


ProSupport Plus
enhanced offering includes:

  • Dedicated technical account manager that understands our customers and their business

  • Immediate access to elite ProSupport Plus engineers

  • Proactive remote monitoring and resolution through Dell SupportAssist can uncover and address data center threats before they happen

  • Monthly reporting and performance recommendations

  • Proactive systems maintenance


SupportAssist is a software plug-in that enables remote monitoring of hardware environments, automatic data and log collection, proactive case creation and parts dispatch. It provides enhanced support experience for our customers by decreasing time spent on troubleshooting. ProSupport Plus customers will receive added benefits as we use the information collected from across our customer base to identify best practices and make monthly performance recommendations to improve the health of their environment.

 

ProSupport Flex for Data Center offers hyperscale data centers flexible support options and includes:

  • Dedicated technical account manager that understands our customers and their business

  • Dedicated elite ProSupport Flex engineers

  • Dedicated field engineers

  • Onsite parts options


TechDirect
is a global online portal for efficient self-service issue resolution. Customer technicians can easily dispatch parts, manage support cases and directly interact with Dell ProSupport Engineers


From the combination of the four elements of Dell ProSupport Enterprise Suite, customers can now get the most out of their IT investment with the support expertise and intelligence Dell is known for across the globe across all hardware platforms in their environment.