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    Evelyn Setiawan
    Dell's Authorized Service Provider (DASP) accreditation program gives the assurance of Dell quality service! Dell's distributors have access to Dell's Technical Support centre, Dell technical training and the Dell Certified System Expert (DCSE) program.

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    Indirect

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    Evelyn Setiawan
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    Dell's Authorized Service Provider (DASP) accreditation program gives the assurance of Dell quality service! Dell's distributors have access to Dell's Technical Support centre, Dell technical training and the Dell Certified System Expert (DCSE) program.

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    Dell's Authorized Service Provider (DASP) accreditation program gives the assurance of Dell quality service! Dell's distributors have access to Dell's Technical Support centre, Dell technical training and the Dell Certified System Expert (DCSE) program.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    690 views3 pages

    Indirect

    Uploaded by

    Evelyn Setiawan
    Dell's Authorized Service Provider (DASP) accreditation program gives the assurance of Dell quality service! Dell's distributors have access to Dell's Technical Support centre, Dell technical training and the Dell Certified System Expert (DCSE) program.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 3

    Dell ™ | Services

    Dell™ | Services

    DELLTM INDIRECT MARKETS – PROVIDING SERVICES THAT SUPPORT YOUR NEEDS

    Dell Services for easy peace of mind!

    Dell Services offers a complete and flexible portfolio of support services for our Global Segment (GS)
    customers’ that have a presence in Dell Indirect Markets1. With Dell, you choose the services that
    optimize running your systems while matching your budget requirements!

    Dell’s Authorized Service Provider (DASP) accreditation program gives the assurance of Dell quality service!

    The quality of our distributors’ support operations is assured through Dell’s Authorized Service Provider
    (DASP) accreditation program. The DASP accreditation is only awarded to Dell distributors that pass a
    stringent audit of their service delivery capabilities. The audit covers all aspects of service delivery from call
    handling systems and processes through spare parts logistics and management processes.

    Dell’s distributors have access to Dell’s Technical Support centre, Dell technical training and the Dell
    Certified System Expert (DCSE) program. All technicians working on Dell systems must be appropriately
    certified under the DCSE program – thereby ensuring that they are qualified to support Dell systems.

    In-country support is delivered by Dell’s distributors who provide local language technical assistance and
    diagnosis together with full repair capability.

    Warranty Support for Indirect Markets: Europe, Middle East & Africa (EMEA)

    Global Segment (GS) customers purchasing Dell equipment in or transferring systems to EMEA indirect
    countries are automatically entitled to receive Return to Distributor (RTD) warranty support.

    RTD warranty support is defined as follows:

    • GS customers are responsible for the delivery and collection of the system to/ from the distributor’s
    repair facility
    • Both repair time and exchange time is not guaranteed
    • Labour costs (for system repairs) are covered as part of the RTD warranty

    Visit www.dell.com/ap/services for more information.


    Dell™ | Services
    Dell™ | Services

    Warranty Support for Indirect Markets: South Asia Developing Markets Group (SADMG)

    Global Segment (GS) customers purchasing Dell equipment in or transferring systems to SADMG indirect
    countries are automatically entitled to Rapid Parts Exchange warranty support.

    Rapid Parts Exchange warranty is defined as follows:

    • GS customer needs to contact the distributor for technical support


    • For parts replacement, the distributor is responsible for the delivery and collection of the parts to/
    from the GS customer
    • Both repair time and exchange time is not guaranteed

    Overview of Dell Services in Indirect Markets

    EMEA SADMG

    SUPPORT ENTITLEMENT (Basic Warranty) and UPGRADES

    Performed by Distributor/ DASP Distributor/DASP

    Standard Warranty Return to Distributor Rapid Parts Exchange

    Warranty Upgrades NBD/SBD NBD/ 4HR Parts warranty by DASP


    2
    PESS Gold Gold Support for Dell|EMC systems (30 countries) Gold Technical Support

    Technical Support to Distributor Toll Free Call to Dell Technical Support Toll Free Call to Dell Technical Support

    SERVICE DELIVERY QUALITY

    -Service Accreditation DASP Program DASP Program

    -Spare Parts Stock Dell Funded located @ DASP PEC and Country Hub (DASP)

    GENERAL Global Segment (GS) INFORMATION AND DOCUMENTATION

    -Guide on Service and Support EMEA GS Section SADMG Markets Business


    http://www.euro.dell.com/edb

    http://www.dell.com/ap/sadmg

    -Distributor Matrix of Service Capabilities Yes Yes

    CONTACT POINT

    - Single Point of Contact EDB_Services_Global_Segment@dell.com enquiries_sadmg@dell.com


    Dell™ | Services
    Dell™ | Services

    Additional On-site2 Support Services for Indirect Markets*

    For those times when On-Site2 service is required, Dell TM distributor has the right service to match your
    specific needs. In conjunction with Dell, Dell TM distributors have developed a variety of On-Site2 service
    packages that are tailored to support system uptime requirements with increasing response levels: Next
    Business Day On-Site2 Service (NBD), Same Business Day On-Site2 Service (SBD) and 4-Hr Parts
    Warranty by DASP.

    Next Business Day On-Site2 Service (NBD) – SADMG & EMEA


    Designed to provide a base level of customer security, Next Business Day On-Site2 Service places a
    Dell-certified engineer at your location the following business day after a hardware failure has been
    identified through telephone-based troubleshooting.

    Same Business Day On-Site2 Service (SBD) – SADMG & EMEA


    Designed to provide an extra level of customer security, Same Business Day On-Site2 Service (SBD) can
    place a Dell-certified engineer at the customer's location the same business day, if necessary.

    4-HR (24x7) On-Site2 Warranty – SADMG & EMEA


    In addition, (24x7) 4 hour support is available* for Dell servers and storage systems. Check with your Dell
    contacts for further information

    *These warranty upsell services can be purchased at point of sale from the in-country Dell distributor. The
    price for the services varies from system to system and by country.

    1
    Indirect Markets (EMEA)
    Africa - Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cap Verde, Chad, Comoro, Congo, Djibouti, Ethiopia,
    Gabon, Gambia, Ghana, Guinea, Equatorial Guinea, Ivory Coast, Kenya, Lesotho, Madagascar, Malawi, Mali, Mauritania, Mauritius,
    Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Senegal, Seychelles, Sierra Leone, Swaziland, Tanzania, Togo, Tunisia,
    Uganda, Zambia, Zimbabwe
    Europe – Iceland, Eastern Europe - Albania, Armenia, Azerbaijan, Belarus, Bosnia, Bulgaria, Croatia, Estonia, Georgia, Hungary,
    Kazakhstan, Kosovo, Kyrgyzstan , Latvia, Lithuania, Macedonia, Moldova, Romania, Russia, Slovakia, Slovenia, Serbia/Montenegro ,
    Tajikistan , Turkmenistan , Ukraine, Uzbekistan.
    French Overseas Territories - French Guyana, French Polynesia, New Caledonia, Guadeloupe, Martinique, Reunion, St Marteen
    Mediterránea - Cyprus, Egypt, Israel, Jordan, Lebanon, Malta, Turkey
    Middle East – United Arab Emirates, Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, Yemen
    1
    Indirect Markets (SADMG)
    Afghanistan, Bangladesh, Bhutan, Cambodia, Christmas Island, Fiji, Guam, Indonesia, Kiribati, Laos, Maldives, Marianas, North,
    Mongolia, Nauru, Nepal, Pakistan, Palau, Papua New Guinea, Philippines, Samoa, Solomon Islands, Sri Lanka, Tonga, Tuvalu,
    Vanuatu, Vietnam
    2
    Technician, replacement part or unit (depending on service contract) will be dispatched if necessary following phone-based
    troubleshooting. Subject to parts availability, geographical restrictions (on site and/or next business day service not available in some
    locations) and terms of service contract. Service timing dependent upon time of day call placed to Dell. Defective unit must be returned
    or paid for. Replacements may be refurbished. For Dell projectors, bulbs have a 90 day limited warranty
    All efforts will be made to check for errors in typography and photography; however inadvertent errors may occur for which Dell may not be responsible.
    Dell and the Dell logo are either registered or unregistered trademarks of Dell Inc. EMC are a registered trademark of EMC Corporation. Other trademarks
    and trade names may be used in this document to refer to either the entities claiming marks and names or their products. Dell disclaims proprietary
    interest in the marks and names of others. Copyright 2005 Dell Inc. All rights reserved.
    Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly forbidden.

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