Dell Community

Dell Technologies Frequently Asked Questions

1. Will there be changes to how I receive technical support for my Dell and EMC environment? Will I be able to call one number for service?

Exciting changes are in the works and our end goal is to provide you a seamless and consistent service experience across your legacy Dell and EMC products--and your new Dell EMC and Dell products & solutions. For now however, your services will remain unchanged. We are proceeding carefully to ensure that we preserve the quality of your service experience while we unlock the full potential created in combining two complementary, world-class, and industry-leading services teams.
Much of the work we do will be transparent to our customers and will occur over time. Our phased integration planning efforts include systematic review of existing "best-in-class" service and support methodologies, processes, and infrastructure. Following this, we will be in a better position to determine how and when we can implement improvements to further streamline and enhance customer success.
For now, your services will remain unchanged and you can continue to expect the same world-class experience you have had in the past. Continue to engage with technical support as you have been, including online, onsite, and telephone support—even if you have both Dell and EMC products and solutions in your environment.

  • For Dell-branded products—continue to contact Dell for service and support
  • For EMC-branded products—contact EMC for service and support
  • For Dell Technologies strategically aligned businesses including VMware, SecureWorks, Pivotal, Virtustream and RSA, continue to contact each business directly using existing processes

We look forward to providing you with updates on our integration plans and service enhancements as they become available.

2. What is overall goal of Dell EMC Services?

The formation of Dell Technologies is now complete, creating the world’s largest privately-controlled, integrated technology company. As a valued customer, we hope you are as excited as we are about this news.
Dell EMC Services provides a vital foundation for this new technology powerhouse. Our mission is to provide customers and partners with the most efficient and effective business outcomes through strategic guidance and technology expertise. With 31,800 service team members and more than 28,200 services partners in more than 165 countries, Dell EMC’s award-winning, highly trained services experts use proven methodologies, industry best practices and extensive experience to deliver a best-in-class customer experience to help customers digitally transform and modernize their IT. Together, we will continue to focus on delivering best-in-class service with unmatched infrastructure and expertise.

3. When do you expect the transaction with NTT DATA to be completed?

We expect the transaction to close later this year.  Implementation and timing will vary from country to country and will be subject to local laws, regulations and practices, including employee representative consultation in certain cases. Both Dell and NTT DATA are committed to our customer relationships and completing this transaction as seamlessly as possible.

4. Will Dell EMC Services provide Enterprise product support in all of the languages and countries that Dell supports today?

During this transition phase, language and country specific support will remain unchanged for legacy Dell and EMC Enterprise products. As we continue to work through our integration efforts, additional updates will be made as they become available.

5. Will there be changes to my existing support agreement, service levels, or processes for renewing agreements as they expire?

Existing Dell and EMC service and support agreements will remain in effect at current terms and conditions until their expiration. When an agreement expires, you will continue to work with your current sales account teams who will guide you through the service renewal process. Our phased integration planning efforts include systematic review of all processes with the goal of streamlining and enhancing the overall customer experience where possible. We plan to fully rationalize our support offers and the processes through which you buy and renew support across our product portfolios. We will update you on our progress as relevant updates become available.

6. How do EMC and Dell product support offerings align? Will the support become consistent?

Dell and EMC each offer comprehensive hardware and software services. For the time being, customers will continue to receive support according to their current service plan, including Dell ProSupport, Dell ProSupport Plus, EMC Premium Support, EMC Enhanced Support, and EMC Basic Support. Over time, Dell and EMC service offerings will be rationalized to create a seamless, complete portfolio.

7. I have both EMC and Dell products – which sales rep should I call with questions?

For Dell-related questions, please contact your current Dell sales representative. For EMC-related questions, please contact your current EMC sales representative. As part of our integration planning, we will be reviewing all processes and identifying opportunities to streamline and enhance your overall customer experience. We look forward to providing updates as they become available.