Services Capabilities Guide Version 10.2

Professional Services

Managed Services WE DON’T DO DIFFERENT THINGS. WE DO THINGS Deployment Services DIFFERENTLY. Training and Certification

Support Services Just Ask Us! Dell | Services

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Services Overview

DELL™ Services Migration and Consolidation Services Services are grouped by Exchange Dell has applied the revolutionary principles By migrating or consolidating differing or migration, directory services and of the Dell direct model, low costs, and unnecessary Dell or 3rd-party hardware, collaboration services. a single point of accountability to our operating systems and applications, the portfolio of services. By doing so, we efficiencies and data integrity of customers’ High Availability and Infrastructure provide maximum value to you. Whether information technology infrastructures can Performance Services you need professional consulting services, be maximized. Fast Track programs can Customers can help boost performance, managed services, deployment services, assess the feasibility and potential benefits availability, load balancing, storage, training and certification programs, or of conducting a software migration. and backup capabilities across their support services, Dell promises to deliver. entire enterprise by implementing high Services are grouped by UNIX to Linux, performance computing clusters and Professional Services UNIX to Windows, Windows migration, advanced storage solutions that include Dell Professional Services (DPS) builds server and storage migration and Microsoft, Oracle and Linux software upon Dell’s commitment to dealing directly consolidation, database migration and running on Dell platforms. with customers and providing the highest consolidation and Exchange migration. quality, most relevant standards-based Services are grouped by high performance services. Messaging and Collaboration Services clusters, backup and recovery and The use of next–generation messaging, database optimization. Our solutions blend Dell’s best practices, directory solutions and collaborative standardized delivery and purchasing solutions–for e-mail, scheduling, online Managed Services model with expertise in solving today’s forms, messaging services, intellectual A key ingredient of the Dell Services most pressing infrastructure and application capital, mission-critical web sites, portfolio is its line of managed services development challenges. Harnessing the etc.–helps enhance and streamline offerings which combine service latest open-standards and technologies, communications within the enterprise by management expertise with standardized our solutions can help maxmimize the value consolidating or eliminating redundant or service capabilities to help IT organizations of customers’ IT infrastructure by helping conflicting systems and fostering the flow gain control over their desktop computing them minimize expenses and disruptions of information. environment. Ranging from custom lifecycle to their workflow. solutions to managed support packages, Dell Managed Services provide a single

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point of accountability, deliver flexibility and Your Dell systems are configured with If these options do not completely scalability, and help you to reduce total cost the hardware and software your business satisfy your installation needs, Custom of ownership. relies on--including your own proprietary Installation services can be designed • Asset Discovery Services: a suite of software images. Custom Factory around your unique requirements. Integration is available on: Dell Latitude assessment services that can help any • Asset Management Services provide notebooks, OptiPlex desktops, Precision IT organization establish a baseline you with an easy way to identify, track, workstations, PowerEdge servers, and inventory of its end user computing secure and recover systems in an easy, PowerVault storage systems. infrastructure. simple and affordable manner, whether • Managed Deployment Services: a • Image Development Services provide your systems are local, mobile, or configurable suite of custom factory an integrated suite of solutions designed remote. to relieve you of software image integration and deployment services Training and Certification development, validation, deployment, that enable the timely implementation of What if you could maximize the value and maintenance. These services help large-scale desktop transitions. of your Dell IT investments by ensuring you achieve platform stability and the knowledge and expertise required to • Managed Client Services: a custom consistency without compromising the implement, configure, manage, and monitor outsourcing solution to improve the level of control required by their specific Dell server and storage solutions? The Dell way IT organizations manage planning, business requirements. deployment, and support needs of their Certification Program (DCP) can provide the 1 complex desktop environment. • Custom Delivery Services allow you guarantee. to customize how and when your Dell • Participants must pass challenging, Deployment Services systems are delivered. Scheduled skills-based examinations, validating the Deployment Services offer quick and easy delivery services allow you to coordinate candidate’s ability to correctly implement configuration, and installation. which free date specific deliveries on a repetitive manage, and support Dell products up your resources and help minimize your schedule or one-time basis. Predelivery in real-world scenarios. Are you Dell deployment costs. services offer custom palletization, order certified? • Custom Factory Integration (CFI) consolidation and advanced delivery Services: Dell’s Custom Factory notice to better prepare your shipment • Business and Professional Technology Integration (CFI) service is a project- for delivery. Destination services provide Training Online: This training includes based approach to customizing your de-palletization, unpacking boxes and over 1,200 Internet-based courses Dell systems as they are built in one of package removal. ranging from Word, PowerPoint and Excel to Microsoft and Novell® our global ISO 9002-certified factories. • Standard on-site Installation Services: certification courses at Offered as part of Dell’s Deployment installation services such as system www.dell.ca/training. Solution, this “one-touch” method setup and test and comprehensive means duplicated efforts are eliminated, install/deinstall with user data transfer and chances for errors reduced. are available for Dell products.

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Industry certification and enterprise share access to a team of Technical time-excluding planned downtime and infrastructure support courses like Account Managers who act as a single certain unplanned downtime not directly Exchange and Linux® can be offered point of contact until the problem is attributable to failure of the hardware or online, or in instructor-led formats on the resolved. operating system. Other custom options customer site. available. Servers and Storage Support Services: • Dell Certified Systems Expert (DCSE) • Enterprise Services: Through the Telephone Support Services: is “break-fix” training for Dell’s IT Enterprise Services and Basic Response • 30-Day Getting Started: Telephone customers and Warranty Parts Direct Services programs, Dell offers you the support provides help with installation, customers to provide the knowledge and right level of service and support to optimization and configuration questions skills needed to order and install Dell help satisfy your server and storage on factory installed operating systems products. needs across a wide range of computing and Dell | OpenManage during the Support Services environments. Designated Technical critical 30-day period after shipment of Technology is a significant investment, Account Managers, engineer-to- your desktop, notebook, workstation, or and it pays to protect IT systems from engineer support, web-based remote server systems. troubleshooting, and site-based downtime. From advanced software • Around-the-Clock Phone Support: coverage options are a few of the support and server/storage Gold level Provides access to Dell-trained hardware standard features available. support to on-site support options technicians 24 hours per day, 7 days per and comprehensive notebook protection, • Advanced Software Support for week. get the level of support and service quality Servers and Storage: Provides you On-Site Services: you need for all your Dell systems. with toll-free 7x24 phone support for select complex software running on Dell • Next Business Day (NBD) On-Site Notebooks, Desktops, and Workstations PowerEdge™ and PowerApp servers Service5: Next Business Day (NBD) Support Services: as well as PowerVault™ and Dell/EMC On-Site Service places a Dell-trained • CompleteCare Coverage2: An optional storage. technician at your location usually the repair and replacement service that following business day if necessary, • 99.9% Systems Availability following phone-based troubleshooting. covers most accidental damage (spills, Guarantee4: Integrated set of products, drops, surges, breakages) to select services, tools and processes to help • Same Day On-Site Service5: Places a systems and peripherals. maximize system availability of Microsoft Dell-trained technician on-site within • Gold Technical Support3: Includes Windows 2000 Advanced Server or 2, 4, or 8-hours (depending on the advanced level technical phone support Windows NT-based PowerEdge servers. service you purchase), after telephone (for select client systems and select Dell This program is backed with a guarantee troubleshooting and problem diagnosis, printers) by industry-certified Senior that the hardware and operating system to help get your system back in Technicians. In addition, customers will be available at least 99.9% of the operation as rapidly as possible.

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Professional Services: Offering Details

Dell Professional Services (DPS) offers provide us with early access to leading ROI, risks and scope of migrating to standards-based service solutions technologies and products. Microsoft Exchange 2000/2003. that help customers utilize emerging technologies, enhance efficiencies and Migration and Consolidation Migration Planning and Validation: maximize the value of their IT investments. DPS offers a range of services that are Consists of developing a detailed migration Incorporating well-defined, best practices designed to facilitate the smooth migration deployment plan as well as a validated and and methodologies, these solutions are and consolidation of operating systems, refined solution design. tailored to customers’ short and long- applications, servers, storage units and term objectives and are designed to both databases. Before starting a migration or Consolidation Planning and Validation: complement and strengthen their existing consolidation, it’s recommended that an Consists of developing a detailed and desired IT infrastructures. infrastructure assessment be conducted consolidation deployment plan as well as a to define the value, scope and risks validated and refined solution design. Based on metrics and tailored to associated with the proposed project. customers’ specific business and Services in this category include: UNIX Migration: Develops thorough technology needs, these solutions consist analysis for migrating from a UNIX/RISC of both core services and extended Infrastructure Migration Readiness environment to Dell’s standards-based expertise. Our core services blend Dell’s Assessment: Determines the potential servers utilizing either a Windows or Linux best practices, standardized delivery, and ROI, risks and necessity of conducting operating system. purchasing model with expertise in solving an operating system, application, server, today’s most pressing IT challenges. To storage, or database migration. Fast Track to Linux: Provides an evaluation further meet customers’ growing needs, of the potential benefits of Linux within a we have extended our core practices Infrastructure Consolidation Readiness customer’s enterprise environment and and expertise to be increasingly flexible, Assessment: Analyzes existing implements a “pilot program” to evaluate enabling us to deliver a broad range of infrastructure, operational practices and and validate Linux performance and cost infrastructure and application services. technical readiness to develop a roadmap savings. for conducting a server or storage To further enhance our ability to delivery consolidation. Fast Track to Windows: Provides an quality professional services, we have evaluation of the potential benefits of alliances with key technology companies Exchange Migration Readiness Microsoft® Windows within a customer’s like Microsoft, Intel, EMC, and Oracle who Assessment: Determines the potential enterprise environment and implements a

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“pilot program” to evaluate and validate from an existing server to a new or existing Windows performance and cost savings. Dell|EMC platform.

Windows Infrastructure Design: SAN and NAS Design and Deployment: Provides best-of-breed clustering and Delivers complex storage solutions that redundancy solutions that incorporate high incorporate Dell PowerVault and Dell|EMC scalability, load balancing and performance products. optimization. MirrorView and SnapView Active Directory Design and Deployment: Implementation Data Migration: Includes Supports migration to Microsoft Active the design of an integrated solution that Directory® and creation of design includes a Dell|EMC Storage Area Network documentation, comprehensive validation along with SnapView™ or MirrorView™ for strategy and deployment plan. point-in-time snap shot capabilities and the synchronization of mirrored data. Migration to Exchange: Supports migration to Microsoft® Exchange Fast Track to Oracle 9i Database: Helps and creation of design documentation, reduce the complexity, time and cost comprehensive validation strategy and associated with migrating from Informix®, deployment plan. Sybase® or DB2 Server environments to the Oracle® 9i database. Exchange Upgrade Services: Provides expertise to upgrade to a more current and Sybase to SQL Migration: Assesses robust version of Microsoft Exchange. organizational infrastructure then presents a strategy for migrating from Sybase to SQL, Complex Storage Integration: Supports a standardized, highly efficient database development of end-to-end storage platform that is cost-effective to maintain solutions, including highly available or and easy to scale. redundant storage farm(s), design of complex data center backup and recovery Project Management and Deployment: solutions and migration to Dell™|EMC® Incorporates proven project management platforms. practices along with repeatable methodology to help ensure all Data Migration: Provides comprehensive expectations are met from start-to-finish of services to help migrate or consolidate data a project.

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Messaging and Collaboration Project Management and Deployment: high availability. Includes installation, DPS has expertise to implement next- Incorporates proven project management configuration and clustering of Exchange generation messaging, directory solutions practices along with repeatable servers. and collaboration solutions–for e-mail, methodology to help ensure all scheduling, online forms, messaging expectations are met from start to finish of Fast Track to Citrix: Helps customers services, intellectual capital and mission- a project. rapidly implement Windows Terminal Server critical web sites. These services help and Citrix MetaFrame solutions. enhance and streamline communications High Availability and Infrastructure within the enterprise by consolidating Performance Citrix MetaFrame Planning and or eliminating redundant or conflicting DPS works with customers to design and Implementation: Assess your technical systems and fostering the flow of implement solutions that help improve and operational readiness to deploy a Citrix information. system reliability, help provide high MetaFrame-based solution and provides availability for mission-critical applications, risk mitigation, solution architecture and Exchange Migration Readiness and in the case of parallel computing deployment strategies. Assessment: Determines the potential system platforms, offer a cost effective ROI, risks and scope of migrating to alternative through the design and Backup and Recovery Design and Microsoft Exchange 2000/2003. deployment of highly available solutions. Deployment: Provides a detailed backup and recovery plan, which helps ensure Migration to Exchange: Supports Linux HPCC Design and Deployment: adequate procedures are in place to migration to Microsoft Exchange and Presents detailed design, planning and minimize or avoid data loss. creation of design documentation, implementation of Linux HPC or Beowulf comprehensive validation strategy and a cluster solutions that support a customer’s Backup and Recovery Implementation: deployment plan. unique business or scientific requirements. Provides comprehensive services for implementing a back up and recovery Exchange Upgrade Services: Provides Exchange Cluster Design and solution on a new Dell or Dell / EMC expertise to upgrade to a more current and Deployment: Helps customers implement Storage Area Network (SAN) or Network robust version of Microsoft Exchange. and maintain Microsoft Exchange clusters Attached Storage (NAS) solution. May that provide high availability. Includes include third-party solutions from Veritas®, Active Directory Design and Deployment: installation, configuration and clustering of Legato®, BrightStor®, NSI, CommVault® Supports migration to Active Directory Exchange servers. and other key technology providers. and creation of design documentation, comprehensive validation strategy and SQL Cluster Design and Deployment: Complex Storage Implementation: deployment plan. Helps customers implement and maintain Addresses customers’ complex storage SQL clusters designed to provide needs whether they are the implementation of a highly available or redundant storage

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farm, design of a complete data center Project Management and Deployment: Solutions for Provincial and Municipal backup and recovery solution or a platform Incorporates proven project management Government: Supports e-government and data migration to Dell|EMC systems. practices along with repeatable programs and provides solutions to May include third-party solutions from methodology to help ensure all enhance the performance and security of EMC, Veritas, Legato, BrightStor, NSI, expectations are met from a project’s start existing and new IT systems. CommVault and others. to finish. Solutions for Retail: Helps retailers SAN and NAS Design and Deployment: Industry Specializations maintain high lane-uptime, deploy true Provides effective and efficient design and DPS offers IT solutions that meet the store automation, and optimize point-of- deployment of complex SAN and NAS specific needs of healthcare, education, decision and sales transactions. storage solutions on PowerVault and government, and other industries. Dell|EMC products. Security Solutions: Services to help Solutions for Healthcare: Provides identify and reduce IT security risks in MirrorView and SnapView a complete portfolio of services and healthcare, education and government. Implementation Data Migration: Provides MEDITECH application software for the installation and configuration of EMC designing, planning, implementing, and MirrorView or EMC SnapView to operate on supporting mission-critical healthcare two host servers attached to a minimum of solutions. two Dell|EMC arrays. Solutions for K-12: Provides technologies Oracle 9i Performance and Optimization that can integrate vast amounts of Assessment: Evaluates then provides information to enhance learning and recommendations for optimizing a current infrastructure efficiencies. or proposed Oracle 9i database, including managing content, integrating data, Solutions for Higher Education: Supports capturing and sharing business intelligence, student computing initiatives along with and processing transactions. collaboration between students, faculty, staff, departments, and other learning Windows 2000 Datacenter Design and institutions. Deployment: Provides detailed design, planning and implementation requirements Solutions for Federal Government: documentation for deploying Microsoft® Provides the high availability, security and Windows® 2000 Datacenter operating disaster recovery that government agencies system, associated hardware, applications need to get the information they need to and Storage Area Networks (SAN). make crucial decisions.

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Managed Services: Offering Details

As business needs evolve, grow, or scale internally and ones to contract out. processes while maintaining quality. back, gaining control and managing Offloading various service activities can Ranging from custom lifecycle solutions to performance for complex computing enable internal IT organizations to better innovative managed support packages, environments can be difficult. At the same focus strategic resources on business- Dell’s Managed Services offerings include: time, companies are facing increased critical projects. To minimize costs and • Asset Discovery Services pressures to do more with fewer resources. streamline efficiencies, companies are seeking technology partners that deliver • Managed Deployment Services TCO Reduction: The cost of supporting managed service solutions and support • Managed Client Services and maintaining an IT asset can be long-term growth. more than the price of the asset itself. Organizations often look for ways to Unlike traditional managed services Asset Discovery Services identify, measure, and reduce those TCO offerings that can be costly and preserve Managing your desktop assets presents costs. complexity, Dell’s direct approach helps one of the greatest challenges for most drive down costs and helps streamline IT organizations. Having an accurate Better service delivery: Customers management of the entire service delivery and complete view of your assets is the who are already aware of the full cost of process. You maintain control of your first step toward effectively managing supporting a desktop may want to find a data and visibility to the process, and them. And effective management can way to ensure better quality support and at Dell Services can integrate your support result in significant cost savings for your a lower cost by out-sourcing either some or systems and service activities, efficiently. organization. Yet where do you begin? How all of their desktop services. We take business processes and help can you make the most of what you have? simplify them to result in a single point How do you know exactly what you need? Scalability: Customers considering the of accountability, increased control, and replacement of a large number of end user the potential for lower costs for all of your Dell’s Asset Discovery Service takes away systems may look for help with deployment client management needs. By reducing the guesswork. Not only can Dell help planning, program management, and or combining unnecessary steps in the you determine exactly what you have, execution. supply chain process, we help improve the we can help you understand what you quality and consistency of the service. And need to begin effectively managing your Continuously weighing priorities against it doesn’t stop there. We will continue to environment. Drawing from many years of resources, IT organizations look to strike seek additional opportunities to drive down experience and using industry standards, a balance between programs to manage costs and reduce inefficiencies in business Dell Services takes advantage of proven

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methodology and project management • Reporting includes information on Tier 2 Collection includes: expertise to provide an efficient and hardware, system identifications, and • Tier 1 features effective solution to your IT infrastructure current platforms in your environment. planning needs. Several customer-defined reports are • Microsoft® OS(s) later than Windows® also available. 95 Planning and customization: During Analysis: Once the Assessment is • Hardware information such as RAM, the Planning and Customization phase complete, Dell will help you identify and CPU, BIOS, and loaded software on of asset discovery, the Dell Project access your client environment. The individual PC assets Manager performs a detailed assessment assessments include: of customer requirements, including • Definable file extension identification environmental and operational processes. • Location and Identification of Assets • 5 custom fields to be pre-determined The strength of Dell’s process is not simply gives you an accurate account of and gathered for each system the comprehensive data collection provided where your assets are and how they are by our asset discovery software, but also configured • Summary of info referenced above our discovery methodology that adapts to • Software Inventory and Usage • CSV file export all types of environments. determines what software resides in your environment and how often it is utilized Tier 3 Collection includes: Implementation: Implementation takes place after requirements are gathered. • PC Usage helps ensure that your (This solution requires a 30 day minimum Implementation details will vary from site valuable assets are not sitting in empty engagement to evaluate asset utilization or to site depending upon customer needs cubes can be part of an ongoing solution) and the solution strategy, but will typically • Tier 2 features include: Dell offers a flexible, tiered approach to • Microsoft OS(s) later than Windows 95 • Automated Site Survey(s) includes a Asset Discovery and Life Cycle Assessment physical location review, data collection, solutions. • Expanded hardware collection to include card version levels, etc. and logistics planning Tier 1 Collection includes: • Automated Discovery and User Profiles • Physical inventory • 10 custom fields to be pre-determined performs a web-based user survey with and gathered for each system • Duplication protection for tagging an auto-discovery agent that collects • OS information with detailed data on the hardware, software and data • Validation protection for field entry environmental variables files in your environment • Building, room and floor • Customer-defined file extension for increased software identification

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• Software license metering to track • Evaluate Lease Return–With your lease • Automated Site Survey(s) includes a application usage based on machine or information, Dell can help you determine physical location review, data collection, user which systems are scheduled for lease and logistics planning. return. • Asset tracking to report hardware and • Automated Discovery and User Profiles software changes from initial inventory • Assess Asset Management–Help includes a web-based user survey with determine how well you are currently an auto-discovery agent that collects • Additional software details including managing your assets and help information on the hardware, software, application versions determine what is required for a and data files in your environment. comprehensive asset management plan. • Scheduling of Users & Tech Teams into Tier 4 Collection includes: Install Groups. (Designed for heterogeneous environments Managed Deployment and/or custom inventory requirements, Customizing Factory Integration: After Managed Deployment Services help all requirements are gathered, we move this solution requires a 30 day minimum transform your asset management process engagement to evaluate asset utilization or into the factory integration process that into a value-based end-to-end solution that includes: can be part of an ongoing solution.) is designed to reduce costs and complexity. • Tier 3 features Dell Managed Deployment Services • Hardware Integration involves combine the strength of our custom factory component procurement, integration • Hardware and software collection integration with comprehensive deployment engineering, installation, and system • Microsoft OS(s) later than Windows 95, services so that you can both purchase and configuration plus Apple/MAC, Novell®, Unix™ and manage your IT assets through a single, • Software Integration includes on-site Linux® proven source. image development, factory integration • Contract, license and warranty reports of image and applications, and lifecycle (based on customer input) defining Planning and Design: During the first image management phase of managed deployment, the Dell expiration and action dates with built-in • Asset Tagging and Reporting includes notification policies project manager performs a detailed assessment of customer requirements with system, monitor, and packaging tags, Additional Assessment Services include: the following tools and processes: plus electronic tags in CMOS • Assess Risk–Help ensure that your • Solution Architecture, Project Planning • Order Ready includes pre-configuration current assets are in line with current includes determination of operational of security solutions and installation of rd business plans, IT roadmaps and procedures; requests for management, popular 3 -party hardware and software capacity. escalations, and communications; Deployment and Migration: Once the and validation of the integration and factory integration process is complete, Dell deployment project plan and execution delivers and installs your fully integrated processes. systems to your designated user locations.

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The following components are included: • Dell ensures that system data is Deployment: Dell helps transform • Custom Delivery–Delivery is configurable destroyed for security purposes your asset management process into a value-based end-to-end solution that by date/time and location and includes • Dell handles all logistics management is designed to help reduce costs and unpacking requirements complexity. Deployment services offer • Merging and Staging Services–Dell • Dell tracks disposed assets via a web- ease of implementation, expert program provides a consolidation point for Dell based tool management, and maintenance in a single- and 3rd-party products vendor program. • Standard Installation–Dell installs Managed Client Services hardware, configures peripherals, and Management of desktop, notebook, and Managed client deployment services sets migration workstation systems is one of the biggest include: custom factory image loading, custom asset tagging and labeling, custom • Server installation–Dell provides rack set- challenges that an IT organization faces. Dell provides a complete and flexible set hardware integration, pre-delivery and up, hardware installation, and NOS setup staging services, and system installation/ and configuration of services that supports each step of the technology asset’s lifecycle, allowing you de-installation. • Program Management–Dell provides to choose the right service mix for your end-to-end scope of work with a single needs. By managing individual service Asset Management: Dell removes the point of accountability and real-time components efficiently, Dell can help guesswork, facilitating better management reporting and flexibility. Scheduling of reduce your costs and increase the quality of your valuable IT assets. Industry- after-hours deployment is also available. of service for your client environment. standard agents are pushed into your client environment to discover what assets you Disposition and Redeployment: Dell have, where they reside, when their leases Lifecycle Services provides flexible programs to help solve expire, and what applications are currently Planning: Dell knows that the basis of a challenging disposition requirements. installed. This data is sent to a centralized Options include: successful desktop solution is grounded in solid planning and design. Using a repository from which you can run reports • Recondition/Re-Deployment of Assets standards-based management and control that will help you more efficiently manage • Lease Return and Re-sale approach, we help you meet your financial your client environment. • Disposal of Assets goals while simultaneously positioning end- user desktops as tools for productivity and Dell can assist you in determining exactly • Employee Purchase Programs growth. what you have and can also help you plan for what you need to begin effectively The benefits of having Dell manage the managing your environment. disposition and redeployment of your Managed client planning services include: end-of-life assets include: technology selection, image development, • A single vendor handles both your performance management, testing, and deployment and disposition needs transition planning.

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Service Desk: Dell’s Service Desk represents the entry point and first-touch support process for all hardware and software service-related requests for both Dell and non-Dell products. Dell delivers a strategic, customized full-featured service desk that is driven by the goals of quality, value, and customer satisfaction. Dell’s service desk is accountable to resolve, track, escalate and follow-up on all system related issues that affect your productivity.

Field Service: Dell provides on-site Field Services for your multi-vendor desktop systems, software, and peripherals. We can assist with installations, moves, adds and changes, as well as your everyday hardware and peripheral support services. Authorized service delivery providers will be dispatched to your End User when hardware, software, or peripheral problems cannot be resolved remotely.5

Transition: Dell is committed to helping customers manage total lifecycle costs. Some of the most overlooked and underestimated costs associated with an IT environment are “end of life” disposition costs. Dell delivers efficient, secure and simple processes for complex disposition projects–covering everything from recoveries to disposals and refreshes.

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Deployment Services: Offering Details

Dell offers you a complete deployment Image Development & Validation: image on you new Dell systems. Image solution. We begin by integrating Image Development provides hardware- deployment is then performed in one your custom software and hardware dependent, platform-specific image seamless process as the systems are built requirements during the initial system build development, including development of in one of our global, IS0 9002-certified process. Once your systems are ready, a new system image or migration of an factories. Dell’s deployment services can help provide existing image to a new operating system. prompt delivery and installation of your The process begins with a Statement of Image Management is available only for custom-configured systems. We help you Work (SOW), designed to clearly define Dell Latitude, Optiplex, and Dell Precision put your Dell technology solutions to work your imaging requirements (operating systems. Supported operating systems quickly. system, applications, drivers, etc.). Once include Microsoft Windows XP and 2000. the applications and data set have been Dell’s Deployment Services portfolio loaded onto the system and hardware X-Image: X-Image provides hardware- includes: has been configured, Dell engineers independent, cross-platform image • Image Development Services conduct a variety of tests to ensure the development, including development of image is functioning correctly. The goal is a single system image that can run on • Custom Factory Integration Services a fully functional image ready for system disparate hardware configurations and • Custom Delivery Services deployment through Dell’s Software multiple operating systems. X-Image also Integration Service. A key feature of Image includes annual maintenance to support • Installation Services Management is the integration of standard Dell and industry-driven changes, such as and/or proprietary software into the custom upgrades to operating systems, changes Image Management Services image. to hardware (e.g. changes to chipsets, Dell’s Image Management Services drivers), and modular component changes. provides an integrated suite of solutions Image Maintenance: Dell can notify you Customer-driven updates may also be designed to relieve you of software image of industry-initiated hardware and driver purchased as an option at a rate of up to development, validation, deployment, and transitions that can impact your image. 4 per year. Examples of customer-driven maintenance. These services are designed With your approval, Dell will make required changes include security-related patches to help customers achieve platform stability changes and revise the image. and updates, updates to software, addition and consistency. and removal of software, and changes to Image Deployment: Dell can store and configuration settings. load the most recent copy of your software

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X-Image is available for Dell Latitude, • Customer-provided software image distribution server in the factory and copied Optiplex, and most Precision systems. loads: Dell will automatically provide to the systems after the burn in process. Supported operating systems include “image maintenance” by updating your The result is a static configuration of both Microsoft Windows XP and 2000. image to accommodate industry-driven hardware and software. If your customer transitions on Dell-standard hardware requires multiple software or hardware Custom Factory Integration • Operating System and Network configurations, they may need to utilize CFI Through Dell’s Custom Factory Integration Operating System loads: Includes custom installed options for their OS and Services, systems can be integrated with custom OS settings (Microsoft® application installation. This will give them the hardware, software, peripherals, and Windows® 98®, Windows® NT®, the flexibility to have different application, documents (e.g. custom manuals) that Windows® 2000®, Windows® XP®, operating system settings or hardware your business relies on–including your Novell Netware®, and Red Hat® Linux®) configurations. Below are definitions of the own proprietary software images. In other methods available for integration. words, customer-specified integration and • Proprietary and third-party application configuration occurs seamlessly during the loads Note: CFI does not create images for initial system build. • Hard Drive partitioning servers. Images must be created by the customer and sent to Dell. • System personalization, including Custom Factory Integration includes the customizing individual settings following capabilities: Installation Scripts so each has a unique IP address, Dell can deploy Operating Systems, • Software Image Integration computer name, and System ID applications and utilities using script • Hardware Integration • Image recovery CD files, which automate the installation of software packages. Scripted installations • Asset Management • Hard drive replacement for enable software to be installed, without failed hard drives “human” intervention, by automatically Custom Factory Integration provides answering the required setup questions configuration and installation of software– Based on customer requirements, CFI can and custom parameter options. Scripted standard, custom, or proprietary–in our perform software imaging on our server installs allow customers to completely factory environment. With CFI, you can products. The customer installs the OS customize any setting of the software. All ensure every user will have the same and applications on the exact hardware source applications and utilities reside on a version of the same software, eliminating configuration they will be ordering. CFI distribution share point, which provide great the need to support old versions of then creates a copy of the exact hardware flexibility with regard to software or driver the same application. Custom Factory configuration they will be ordering. CFI then modifications. Integration software integration services creates a copy of that hard drive typically include: called an “image”. This image is stored on a

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Hardware Integration: One of the biggest • Packing boxes Dell Generated Non-tied Asset Tag: A drivers of TCO reduction is standardization. Dell-generated label containing standard • CMOS or specific file By using CFI, you can depend on having data, and applied to either a monitor your hardware installed and configured We encourage customers to allow Dell CFI without a system or the packing box of a at one time, in one place. The across- to generate their tags. With Dell-generated monitor without a system. the-board standardization that results asset tags, there is no inventory to manage, from having your hardware and software therefore, the customer does not require Asset Report: Dell’s Custom Factory consistent in every CFI order helps make an assigned contact to deploy tags to Integration can also supply a MIAS report it much simpler to upgrade and transition Dell. Dell CFI can offer an asset numbering that is supplied electronically either in an to new technology. In addition, increased scheme for the customer, or the service Excel spreadsheet or delimited file format. standardization helps simplify system tag number can be used (this is a popular This report can be supplied on a daily, administration, training, and compatibility option). We are able to meet or exceed weekly or monthly basis and can contain up challenges. nearly any bar-coding requirements our to 30 or more fields of data on the individual customers may have. system and monitor being purchased. Through its Hardware Integration service, CFI will factory install FCC- and UL- Dell Generated Asset Tag: A Dell- Asset Security: Helps prevent loss or approved hardware devices and the generated label containing standard data, theft by enabling factory integration of appropriate drivers, including: network and applied to the system, monitor or asset security and loss control agents interface cards, modems, video cards, packing box. (ComputracePlus) and physical security sound cards, internal storage devices, Standard data is limited to: customer devices. and hard drives. We can also offer CMOS, name, service tag, purchase order number, Firmware and BIOS flashes, non-deviated order number, order date, model number, ComputracePlus: Provides 7x24 reporting Hardware and a variety of Order Ready shipping address, system component data. and tracking of assets. A security agent RAID configurations. that is transparent to the end user is factory Consigned Asset Tag: A customer installed, making it difficult to detect or Asset Tagging: Our MIAS (Manufacturing supplied label containing standard data, remove. PC and data recovery are included Integrated Asset Services) tool integrates and applied to the system, monitor or as part of the service, as well as data asset tagging into Dell’s standard packing box. deletion capabilities in case of theft. manufacturing by leveraging Dell’s existing processes and incorporating the latest Electronic Asset Tagging: Programming Physical Security Devices: Includes software and database technology. Asset of CMOS to include standard system label customer-specified, preconfigured security tagging can be done on the following items: data, and/or copying of standard system devices that can be factory installed. • Systems label data to files on the customer’s system Examples of physical security devices during the manufacturing process. include notebook cable locks and desktop • Monitors combination locks.

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Asset Tracking: Daily asset management Custom Delivery Services Palletization: Consists of placing products tasks are simplified through use of Once your systems are built to your on pallets to accommodate specific AbsoluteTrack, a factory-integrated asset- specifications, Dell can arrange a number of footprint, height, width, mix of products, or tracking agent that provides automatic, custom delivery services to best meet your special placement of products on the pallet. 7x24 reporting on all of your systems. work environment and staffing constraints. The benefits of AbsoluteTrack include: Delivery services are described below; each Order Consolidation: Includes one-time centralized management of hardware service assumes the use of a Dell-selected delivery of all items ordered for a single and software, licensing compliance, carrier. customer purchase order or relating to a enforcement of security policies, and specific project. This may include desktops, management of leasing information. Scheduled Delivery Services: With servers, notebooks, workstations, storage, scheduled delivery services, you can and peripherals ordered for those systems Parts Replacement Program: If an original benefit from a predictable delivery cycle (tied). factory-installed part needs replacement to specific locations. Projects may include within a CFI system, you can make just one recurring deliveries that typically involve Specific Truck Size: Includes use of a call to Dell to get the replacement part you a repetitive schedule or clearly defined specific trailer type to accommodate your need. You’ll also get a replacement of your deliveries with start and end dates. You can receiving requirements. original hard drive image. choose from: Lift-gate/Tail-Lift Service: Includes Dell systems that are custom configured Date-Specific Delivery: Your systems provision of a truck with automated and manufactured through CFI are covered can be delivered to your location on your offloading equipment to accommodate by the standard Dell parts replacement specified date within local business hours, delivery locations that do not have standard policy. The Parts Replacement Program Monday-Friday. receiving docks. also covers most non-standard hardware items integrated through Dell’s Custom After-Hours Delivery: Systems can be Advance Delivery Notice: Includes carrier Factory Integration service. Ask your Sales delivered outside of the 8:30 A.M. to notification by phone to the customer prior Representative for more information and 5:00 P.M. standard business hours. to delivery, typically to ensure customer specific product policy details. “Standard” readiness to receive products within 24 policy lengths of terms may vary by Weekend Deliveries: Weekend deliveries hours. platform. include any delivery after close of business Friday or anytime on Saturday or Sunday. Destination Services: Destination services Image Recovery: Our CD-Restore are performed at your site to accommodate offering provides you with a copy of each Pre-Delivery Services: Pre-delivery physical receiving capabilities or product system’s image on CD (a CD ships with Services are performed to prepare your handling needs. each system). CD-Restore enables in-field shipment for delivery, based on your recovery of the delivery-state image for receiving environment. workstations, desktops, and laptops.

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Note: All Destination Services require a Dell-selected carrier. Dell Desktop/Notebook/Workstation Installation – Feature Comparison Inside Delivery: Includes the following PC Install + Data services: Key Features PC Install Transfer Single Destination Delivery: Delivery to Unpack system and components X X one specific internal customer location, such as a mailroom, conference room, etc. Conduct external quality inspection X X Set-up and connect peripherals (monitor, Inner Office Distribution: Delivery to X X multiple customer locations within one mouse, keyboard, and network cable) building. Power-up and bring system to installed X X OS/Dos prompt Scheduled Ship Bundle Includes Advanced Delivery Notice and Enter customer-supplied TCP/IP Address X X delivery to your location on your specified (if applicable) date within local business hours (Monday to Friday). Scheduled Ship Bundle also Bring system up to network login screen X X includes all Inside Delivery Services: Single Remove all installation packaging to Destination Delivery and Inner Office customer-designated area within the same X X Distribution. building, or arrange for customer removal Delivery and On-Desk Set-Up Bundle Installation of up to three external X X Includes Advanced Delivery Notice and peripherals (local printer included) Date-Specific Delivery. You’ll receive basic system set up and turn on, plus all Inside Re-mapping to network printer X X Delivery Services. As many customer Perform user data transfer facilities are not equipped to accommodate n/a 1 GB disposal of large amounts of packaging Disconnect components of old system or n/a X material, your Complete Delivery Bundle printer also includes the removal of all packaging from your site. Pack-up de-installed equipment n/a X Remove de-installed equipment n/a X

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Rack Delivery Bundle Key Features: Peripheral Installation: This service A site inspection is required prior to delivery Fast installation: minimize start-up time for includes an external inspection of your to plan the distribution and placement the new system with a consistent, proven system, and peripheral installation to an of your Dell Rack Systems. Your bundle installation process. existing system of up to three (3) internal/ includes Advanced Delivery Notice and external local peripherals or one (1) Date-Specific Delivery. You will receive Quality installation: inspections help networked printer. all Inside Delivery Services as well as the prevent potential problems. removal of all packaging from your site. Employee Purchase Plan Installation: Efficient: enables you to focus key internal These services are designed for the Data Centre Move resources on more strategic projects. Employee Purchase Plan user who requires Dell will ensure your Data Centre Move their Dell system to be set up, their Internet runs smoothly by going on-site to pack, Affordable: helps lower Total Cost service provider connection installed, transport, and deploy all Dell systems of Ownership (TCO) by eliminating or with installation of up to three external successfully at your new location. reducing your investment in training, travel, devices and/or optional services, including installation scheduling, and the actual hardware orientation. For these users, Dell Installation Services system installation. offers a variety of packages to meet their Dell has streamlined standard installation varying requirements. services so that you can easily choose the PC Install: includes an external quality right package to meet your deployment inspection, new system installation, Server Installation Services: needs, while keeping your internal external peripheral connection (local printer On-site installation of PowerEdge servers, resources focused on strategic initiatives. included), and network printer connection PowerVault storage systems, PowerEdge (for an existing printer). clusters, PowerEdge racks and PowerApp Our installation packages provide appliances, is highly recommended as you with a choice of service offerings PC Install with Data Transfer: Dell’s most a natural addition to the Dell custom ranging from system set-up and testing complete installation offering. Dell will factory integration process. Our modular to comprehensive install/de-install with provide the same services as the PC Install suite of installation services allows you to user data transfer. Or, if these options do package, plus we will migrate 1GB of data customize the right package of services not completely satisfy your installation and uninstall your old system. needed to rapidly implement your new needs, Custom Installation services can be solution. By allowing Dell to provide designed around your unique requirements. Installation services are offered for Dell installation, you can help reduce the time Whether standard or custom, Dell manages desktops, notebooks, workstations, required to get your system up and running the installation scheduling process and is servers, storage systems (including clusters and make more efficient use of your the single point of accountability. and racks), and switches. Installation is also employees’ time. available for wireless networking.

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Pre-Installation Site Audit: A physical review of the proposed installation Home Networking for Employee Purchase Plan location is performed to ensure that all environmental and technical prerequisites Basic System Set-Up with Internet Connect documented in Dell’s Site Checklist have been met. Also included is a review of your Basic System Set-Up with Internet Connect and: technical configuration information (e.g., • 1 Optional External Device or Service IP addresses, user logins) necessary to install the new server or storage device. Basic System Set-Up with Internet Connect and: Any outstanding issues are documented in • 2 Optional External Device(s) or Service(s) the Pre-Installation Site Worksheet and are communicated to the appropriate customer Basic System Set-Up with Internet Connect with: and Dell contacts for resolution prior to • 3 Optional External Device(s) or Service(s) product installation.

PowerEdge Server Installation (with Basic System Set-Up with Internet Connect and: Factory-Installed NOS): Provides on-site • Data Transfer (<200MB) internal and external inspection, installation, and testing of a Dell PowerEdge server Basic System Set-Up with Internet Connect and: by a Dell-certified field engineer. Server • Data Transfer (<200MB) Installation service includes connection • 1 Optional External Device or Service of the server into the network, verification of factory-installed network operating Basic System Set-Up with Internet Connect and: system (NOS) functionality, installation into • Data Transfer (<200MB) a Dell-supported rack, print-queue set- • 2 Optional External Device(s) or Service(s) up, diagnostics testing, establishment of five user logins, and establishment of user Additional Service available on a time & material basis with 30 logins from up to five client workstations. minutes minimum labour charge.

PowerEdge Server and NOS Installation: Note: Installation of an External Device only includes the setup, connection to the Provides on-site internal and external appropriate port, test and checkout, with Dell-supplied application software and drivers. inspection, installation, and testing of a Installation and set-up of customer-provided application software and drivers are not Dell PowerEdge server by a Dell-certified included. Basic set-up of a single unit installation includes travel. Customer orientation field engineer. Server Installation service and peripheral available only with a system installation. includes network operating system (NOS) installation, connection of the server

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into the network, installation into a Dell- supported rack, print-queue set-up, Server Installation Service Feature Comparison diagnostics testing, and establishment of Basic user logins for up to five client workstations. Installation Options Key Server and Rack Rack Server Server Features NOS Mounting Installation Set-up PowerEdge and PowerApp Basic Server Set-Up (with Factory-Installed NOS): Unpack product & remove packaging to customer For Dell customers who do not require the X X X X X robust features of our server installation designated area within the services, we also offer a basic server building set-up service. Key steps included are: Conduct external quality X X X X X an external quality inspection, connection inspection into the network, set-up and connection Conduct internal quality of peripherals, verification of the factory- X X n/a n/a n/a installed NOS functionality, and positioning inspection of the new PowerEdge server or PowerApp Connect server into existing X X X n/a n/a appliance into a previously assembled Dell- network supported rack. Connect peripherals (monitor, X X X n/a n/a PowerEdge and PowerApp Novell ICS® mouse, keyboard) to server Basic Server Set-Up (with Factory- Verify factory-installed NOS n/a X X n/a n/a Installed NOS): Provides basic set-up of Install NOS on-site X n/a n/a n/a n/a a PowerEdge or PowerApp Novell Internet Cache System (ICS) Server. Included Set-up print queue X X n/a n/a n/a are: external inspection of the system, Establish 5 user logins X X n/a n/a n/a verification of ICS operating system boot- (server & clients) up, connection into the customer’s network, and mounting into a Dell-supported rack. Run hardware diagnostics X X n/a n/a n/a Mount server into Dell- X X X X n/a Windows NT or Novell NetWare® supported rack Operating System Installation: Provides on-site installation and basic testing of the Install Dell rack n/a n/a n/a n/a X Windows NT or Novell NetWare operating Mount peripherals (monitor, systems for those customers who did not mouse, keyboard, UPS, PDU) n/a n/a n/a n/a X have the software installed as part of Dell’s into rack custom factory integration services.

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The service includes installation of the to manage the PowerVault storage SCSI Cluster Kit and NOS Installation: network operating system and device subsystem and Dell OpenManage Cluster Provides installation of the PowerEdge drivers, partitioning of hard drives, and Assistant software (if ordered). The service SCSI Cluster Customer Kit, installation of binding of Network Interface Cards. may also include installation of Network the Microsoft Windows® NT/SE Operating Interface Cards (NIC) and Host Bus Adapter System or Windows 2000 Advanced Server Server Rack Mounting: Mounts one (HBA) cards in each cluster server node. on up to two servers, and installation and PowerEdge server or PowerApp appliance configuration of Microsoft Cluster Server into a previously assembled Dell supported Fibre Channel Cluster Kit and NOS (MSCS) software. If needed, the service rack. It includes: rack rail kit attachment, Installation: Provides installation of a Dell will also include installation of two Network physical installation of the server into the Fibre Channel Cluster Customer Kit and Interface Cards and RAID controllers rack, and routing of cables within the rack to the Microsoft NT/SE Operating System on in each cluster server node, firmware the mounted server. This service may include up to two servers. Also includes installation update of the Dell SCSI RAID controller, removing the serviced product from another and configuration of Microsoft Cluster and installation of the external storage rack-mounted position in preparation for Server (MSCS) software, installation of the enclosure in the SCSI storage system. remounting into a new rack position. Rack Dell OpenManage software necessary to This service does not include installation mounting of server products is included as manage the PowerVault storage subsystem, of the SCSI storage products or server part of the installation service for each of these and Dell OpenManage Cluster Assistant hardware, which are sold as separate products. This Server Rack Mounting service software (if ordered). The service may also installation services. is intended only for customers who require include installation of Network Interface the basic steps outlined in this service, and Cards (NIC) and Host Bus Adapter (HBA) PowerEdge Rack Installation: Provides not the more extensive installation services. cards in each cluster server node. on-site installation of a Dell PowerEdge Rack by a Dell-certified field engineer, Cluster Installation Services: Dell offers SCSI Cluster Kit Installation: Provides including attachment of leveling screws, cluster installation services for both our fibre installation of the PowerEdge SCSI Cluster stabilizer bracing, side rails and rack channel and SCSI cluster implementations, Customer Kit, as well as installation and mounting kits. Also included are the with versions of the service with or without configuration of Microsoft Cluster Server positioning of Power Distribution Units NOS installation. The cluster services include (MSCS) software. If needed, the service (PDUs), Uninterruptible Power Supply on-site installation and fail-over testing of the will also include installation of two Network (UPS) units, switch boxes, monitors, appropriate cluster software and hardware. Interface Cards and RAID controllers in each and keyboards into the rack. Power-on, cluster server node, a firmware update of the integration, and testing of products are not Fibre Channel Cluster Kit Installation: Dell SCSI RAID controller, and installation included in the rack installation services, Provides installation of a Dell Fibre Channel of the external storage enclosure in the as these activities are part of the product Cluster Customer Kit and configuration SCSI storage system. This service does installation services. Dell also offers a Rack of Microsoft® Cluster Server® (MSCS) not include installation of the SCSI storage Upgrade service to upgrade supported software. Also included is the installation of products or server hardware, which are sold non-Dell racks to meet requirements for the Dell OpenManage™ software necessary as separate installation services. Dell server and storage products.

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PowerEdge Advanced Systems Upgrades: Software Upgrade services, installation of including enabling the NAS “AutoSupport” Dell offers a family of PowerEdge peripheral additional storage management software, feature for customers purchasing Dell’s upgrade services, including: and installation of additional storage products. PowerVault Advanced Support.

PowerEdge Advanced System Upgrade Implementation Planning and Readiness PowerVault Tape Library Hardware: Level 1: Dell’s Level 1 Advanced System Review: Prior to ordering systems, a Includes the physical installation (rack/ Upgrade provides installation of a UPS, a Pre-Site Readiness Review is held with you cable) of a single PowerVault Tape Library memory or processor upgrade (on Windows to fully discuss the required configuration and verification that the SCSI device can be NT or later, or Novell), or one tape backup and program requirements and to briefly seen from the Network console. unit on Windows NT only. review the installation planning documents. The Implementation Planning and Readiness PowerVault 2xxS SCSI Storage: Installs a PowerEdge Advanced System Upgrade Review service helps provide effective single PowerVault subsystem containing up Level 2: Dell’s Level 2 Advanced System planning and on-site preparation for the to 8 SCSI hard drives or a single PowerVault Upgrade provides installation of a non-RAID installation. The Implementation Planning SCSI subsystem containing up to 12 SCSI hard drive or NIC (on Windows NT or later or phase introduces you to the technical and hard drives and base integration with Novell) or one tape backup unit on Novell only. environmental requirements necessary to the Host Server. Installation of the SCSI install the complex product solution, and controller and configuration software into the PowerEdge Advanced System Upgrade reviews the series of events that will occur host server is also included if needed. Level 3: Dell’s Level 3 Advanced System to plan and implement the solution. The Upgrade provides installation of a RAID Readiness Review phase validates customer Storage Rack Mounting: Mounts one hard drive or RAID controller (on Windows readiness for complex product installation. PowerVault storage product into a NT or later or Novell). It does not include previously assembled Dell supported rack. upgrades to PERC2 controllers. Dell | EMC Implementation Services: It includes rack rail kit attachment, physical Includes Implementation Planning and installation of the storage product into Storage Installation Services: Dell’s installation of all components of a Fibre the rack, and routing of cables within the modular line of on-site installation services Channel SAN, including the Storage Processor rack to the mounted storage product. This includes all storage Fibre Channel and Enclosure (SPE), Disk Array Enclosures (DAEs), service may include removing the serviced SCSI storage products, as well as storage Fibre Channel switches and Host connections. product from another rack-mounted configuration and management software. The configuration of Logical Units (LUNs), position in preparation for remounting All storage installation services include: Fibre Channel zoning and Failover Pathing into a new rack position. Rack mounting unpacking, quality inspection, interconnection is also included in this service. of storage products is included as part of with the host server, and positioning of the installation service for each of these the new storage product into a previously Network Attached Storage (NAS) products. Storage Rack Mounting service assembled Dell-supported rack. Dell also Services: Includes Implementation is intended only for customers who require offers a suite of upgrade services for existing Planning and installation of the PowerVault the basic steps outlined in this service, and storage products, including: Firmware and Disk Enclosure and the PowerVault NAS, not the more extensive installation services.

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Training and Certification: Offering Details

Maximize Your Potential… Maximize knowledge, instructor-led courses for with Dell components, racks, setup, the Value of Your Investments advanced hands-on training, and the connectivity, troubleshooting, and Maintaining the value of your technology certification exams themselves. systems management basics. and workforce investments in business • Dell PowerEdge Server Training: Two and public service is essential. Success Dell also offers other industry certifications, and Three day, online and instructor- in today’s fast-paced work environments delivered as e-learning or at customer sites, led courses that include identification, demands several levels of competency in including Microsoft MCSE and MCSA; configuration and troubleshooting the technology and effective organizational Cisco CCNA and CCNP; Novell CNE; and Dell PowerEdge server line. and communication skills. Yet, improving CompTIA Network+, A+, and Server+. personal and professional skills can be challenging on your own. Training is vital. Dell Server Training covers Dell Dell Storage Training provides expertise Effective training can quickly turn a less- PowerEdge hardware, firmware, OS in implementing Dell storage into an than-productive situation around or installation, configuration, local and remote existing IT infrastructure, including help you in your efforts to comply with management, and troubleshooting. Dell storage fundamentals and initial setup, government-regulations. Dell Training delivers online and instructor-led training configuration, and management of Dell/ & Certification provides effective and paths for a variety of Dell Server topics. EMC storage arrays, the advanced features of Dell/EMC SAN solutions such as comprehensive online and instructor-led • Understanding Dell Servers and SnapView and MirrorView, clustering, and courses at an affordable price—building Systems Management: Includes the performance management. the skills that you need to maximize basics in Dell PowerEdge servers and both your potential and the value of your the OpenManage toolset in a convenient • Understanding Dell Network Storage organization’s investments. web-based environment with 7x24 Technologies: Online course covering access. Additional courses are available the basics of storage, DAS, NAS, and IT Professional Training online for specific Dell servers. These SAN. This course is available from any The Dell Certification Programs help online courses are designed for the web browser and is designed for the 1 guarantee the knowledge and expertise entry-level server professional. entry-level storage professional. required to install, configure, manage, and monitor Dell server, storage and networking • Dell Server Configuration and • Implementing Dell Enterprise Storage solutions. The paths to certification Management: Three-day instructor-led Solutions: Two-day instructor-led include e-learning courses for introductory training providing hands-on experience training including: SAN overview, Dell/ EMC storage arrays, SAN switching,

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configuring SAN host connectivity, Microsoft Training includes Microsoft managing SAN infrastructure, zoning, 2000 and 2003 courses at customer sites binding LUNs, RAID expansion, and the on subjects such as: Windows XP and XP VisualSAN console. Professional, Exchange, SQL Server, .NET and Active Directory. • Implementing Data Protection on Dell Storage: Three-day instructor- Linux Training includes customer-site led training focusing on the optional courses for Linux Professional Network software available on the more Administration, Linux Server Management, advanced Dell/EMC products. Includes and Linux Professional Enterprise the SANCopy, SnapView, MirrorView, Administration. Analyzer, and Clustering on Dell/EMC SAN solutions. Business Professional Training • Backup and Recovery, PowerVault Choose from complete small business Training: One and two-day instructor- packages and PC training packages. led training including installation, Improve your skills in using tools such as configuration, management, Macromedia, Adobe Photoshop, Microsoft troubleshooting, and system and data Windows XP, and Microsoft Office. backup features. Total Solution Packages Dell Hardware Maintenance Training • Complete Business Professional offers two-day courses that prepare Package–350 courses including: independent service maintenance beginning to advanced course titles on technicians or companies who need the PC Skills, Peripherals, Business Finance, knowledge and skills to provide their and Interpersonal Skills, with courses own maintenance on Dell desktops, specifically for Business. Courses workstations, notebooks or servers. include: Microsoft Windows and Office Includes theory of operation; proper XP, Adobe® Photoshop®, Macromedia component removal and replacement Flash, Handhelds, Wireless Networking, procedures; operating system installation Principles of Marketing, Interviewing, and configuration; and hardware Coaching, Negotiation and more. troubleshooting for the current line of products.

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PC Skills Delivery Methods price. Adobe Photoshop, Corel WordPerfect, • e-Learning at www.learndell.com/canada • Instructor-Led Training by seasoned Linux End-User, Lotus Notes, Macromedia offers the flexibility to take courses DreamWeaver, Macromedia Flash, professionals includes hands-on lab anytime, anywhere and as many times work using state-of-the-art systems Microsoft Access, Microsoft FrontPage, as you want for one full year. Pre- Microsoft Office, Microsoft Project, at Dell’s world-class training center in assessment tests allow you to customize Austin or delivered at your site. Microsoft Visio, Microsoft Windows XP, your online training to your needs. Microsoft Windows, Microsoft Works 2003, Post-assessment tests verify learning PC Basics, and Web Skills with Internet success. Purchase these courses Explorer and Netscape individually or in packages for access to hundreds of courses for one competitive

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Support Services: Offering Details

Your IT system is the backbone of your Gold Support is ideal for customers Change Notification: Your TAM can organization’s ability to carry out its requiring: a single point of contact for Dell help ensure you are enrolled in the Dell mission, making it imperative that you support, expedited on-site repair service 24 OpenManage Subscription service. maximize your system availability. hours a day, 7x24 senior level to senior level You will receive a quarterly CD subscription. We put you back to work fast. telephone assistance, coordinated support between Dell and key 3rd-party vendors, or Reports: Your TAM can provide Post Dell offers a suite of aggressively priced fast access to technical resources, software Incident Reports for all Severity 1 incidents, services, specifically designed to help keep patches, and BIOS updates. if requested. your systems running. Our uptime services are both comprehensive and flexible Standard Gold Services Customer-Defined Call Priority: enough to meet your needs. We deliver the Senior-Level to Senior-Level Support: You assign the severity level of all hardware services you need to get the most from Dell’s Enterprise Command Center gives and software calls made to the Enterprise your Dell investments. direct Senior-Level to Senior-Level Support Command Center. contact through a designated 24/7/365 Support Services are broken into three toll-free number. The Enterprise Command Seamless Phone Support: If a problem is categories: Support Services for Servers; Center is staffed by our senior-level determined to be a third-party vendor issue, Support Services for Notebooks, Desktops, technical personnel, who troubleshoot and a Dell technician will contact the hardware/ and Workstations; and Response Time. help repair network operating systems, software vendor to provide details on the hardware, servers, storage and incident and help provide support per your Gold Support3 back office application incidents. existing support contract with that vendor. Premier Enterprise Support Service Tiers For Severity 1 issues, Dell stays fully Gold Support is designed for business- Technical Account Management Team: engaged and the incident remains open in critical systems. Gold Support offers all The TAM team is comprised of highly the case management tool until you say it of the features of Silver Support, plus: qualified and experienced professionals is resolved. The Dell senior level technical Seamless support for supported 3rd-party who are responsible for: personnel will then follow up with the products, customer-defined call priority, third-party vendor to create a Post Incident change notification services, and optional Escalation Management: Together, you Report, if requested. services as described on the following and your TAM team coordinate required page. resources so you have access to expertise you need when you need it.

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Advanced Remote Troubleshooting: programs and workshops for business • Windows XP, Office XP Our Advanced Remote Troubleshooting critical applications are also offered. • Backup-Restore PV 136T capabilities allow us to troubleshoot Examples include: • Industry Certifications like MCSE, and, more importantly, help resolve • Dell|EMC SAN most incidents over the phone. This can Linux, Cisco, and Novell® • PowerEdge Server significantly reduce costs and resolution • Dell OpenManage™ time. For example, if you are paged in • MS Clustering on Dell SAN the middle of the night and can remotely access the machine that is down, you can call into Enterprise Command Center Enterprise Services and Basic Response Services from home, log into a remote session, and meet with all the experts you need Customer Call Flow to troubleshoot or even resolve the issue without having to drive or wait for a technician. This is all done via a secure, encrypted website that ensures you remain in control.

Optional Gold Services On-Demand Dispatch Resolution Pack: At your request, the Enterprise Expert Center will immediately send an experienced technician to troubleshoot and repair the system. No remote troubleshooting is required.

Training and Certification: Provides an enterprise certification program designed for network admin professionals. The Dell Certified Enterprise Engineer Program (DCEE) offers Foundation, Associate, Master, and Master Instructor-level courses for PowerEdge Servers, Systems Management, Business Continuity, and Network Storage. Extensive training

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On-Site Senior-Level Technical to online troubleshooting tools, and 7x24 On-Site Hardware Service: 7x24 coverage Personnel: A dedicated and highly telephone-based troubleshooting. with 4-hour On-Site Service5. skilled Dell-Certified senior-level technical Silver customers can purchase additional individual works on-site at your location. Standard Silver Services Remote Software & Storage Support This allows him/her to marry knowledge of Advanced Software Support: Provides Resolutions as an option. your specific environment with knowledge toll-free 7x24 phone support with Dell of Dell processes and procedures. technicians for select complex software Bronze Support running on PowerEdge, PowerApp™ and Premier Enterprise Support Service Tiers Remote Gold: PowerVault servers. For the list of software For systems where Next Business Day On- Remote Gold extends Gold service 5 products covered, please see: Site Service is preferred, Bronze support functionality to customers located outside http://www.dell.com/us/en/gen/services/ offers affordable service and support. same-day 4-hour or 8-hour coverage service_enterprisesoftwaresupport.htm. areas. Dell support expedites response and resolution of critical hardware and software failures with the dispatch of parts and technicians into remote Canadian locations.

All Canadian customers can take advantage of the benefits of Remote Gold. You’ll receive web-based and remote trouble shooting, advanced software support and high-level incident management (including TAM support) as an immediate response to critical system failures. This effective system provides resolution for above 85% of customer problems prior to the dispatch of a technician.

Silver Support3 Premier Enterprise Support Service Tiers Silver Support is designed for systems requiring faster issue resolution. As a Silver support customer, you not only receive our telephone support for hardware and software, you also receive expedited 7x24 4-hour On-Site response Service5, access

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Which Services Are Right For You?

Gold Silver Bronze

Dell | EMC Maintenance Optional n/a n/a

On-Site Troubleshooting Optional Resolution Pack n/a n/a

Remote Monitoring Optional n/a n/a

Customer Training Optional n/a n/a

Advanced Technical Support Queue ✔ n/a n/a Immediate dispatch of technician for Severity 1 ✔ n/a n/a issues (requires same day service)

Change Notification ✔ n/a n/a

Customer-Defined Call Priority ✔ n/a n/a

Seamless Support for Select Third Party Vendors ✔ n/a n/a

Technical Account Manager (TAM) TAM Team n/a n/a Advanced Remote Software Support Resolution Pack Resolution Pack Optional Resolution Pack On-Site Hardware Service 7x24 4-Hour Response 7x24 4-Hour Response Next Business Day Primary Technical Support Contact Enterprise Expert Center Level 1 Level 1 Dell Hardware Phone Support 7x24 7x24 7x24 30 Day Getting Started Helpline ✔ ✔ ✔ Premier Support.dell.com ✔ ✔ ✔

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Standard Bronze Services • Windows Advanced Server, • PowerApp BIG-IP F5 Load Balancing Next Business Day On-Site Service5: Limited Edition Software Places a Dell-trained technician at your • Windows NT Server 4.x (All editions, • Microsoft Application Center 2000 location, usually the next business day, such as Terminal Server, Standard • Microsoft Commerce Server 2000 if necessary, following phone-based Edition, and Enterprise Edition including troubleshooting. Microsoft Cluster Service) • Microsoft BizTalk Server 2000

Online Tools: Provides 7x24 online access • Novell NetWare 4.2, 5.1, 6.x • PowerVault Fibre Channel configuration assistance to technical information and software • Novell ICS patches. Advanced Software support is sold on a per • Dell OpenManage Assistant Series resolution basis. A resolution consists of 30 Day Getting Started Helpline • Dell OpenManage Connections the initial contact call and any subsequent for Servers: Operating systems and calls necessary to resolve the issue. • Microsoft SQL Server® 7.0 OpenManage updates are supported for the All unused resolutions expire at the end first 30 days after your system is invoiced. • Microsoft SQL Server® 2000 of the contract term. Resolutions can be • Microsoft Exchange™ Server 5.5 purchased individually or in packages. For more coverage, Bronze customers can purchase Remote Software & Storage • Microsoft Exchange™ Server 2000 Advanced Software Support includes Support resolutions. • Microsoft Small Business Server® 4.5 the following services: • Microsoft Small Business Server® 2000 • Troubleshooting of issues through Advanced Software Support for information gathering Servers and Storage • Microsoft Internet Information For customers needing expert assistance Server® 4.0 • Analysis of gathered information with server or storage software, Dell offers • Microsoft Internet Information • Research of options, including access to senior-level software support Server® 2000 reproducing symptoms technical personnel from PowerEdge Servers, • Proposed corrective measures for PowerVault Storage and PowerConnect • Red Hat Linux Professional 7.2, 8.0., covered software packages Switches. Telephone assistance from expert and 9 technicians is available for the following: • Red Hat Enterprise Linux AS 2.1 • Dispatch of a service technician, if • Windows 2000 Server and ES 2.1 needed, in the event of a hardware failure (per the terms of the customer’s • Windows 2000 Advanced Server • Microsoft Proxy Server® 2.0 service contract) • Windows Server 2003 (includes Standard • Dell OpenManage PowerSuites for • Escalation of bug fixes to the software Edition, Web Edition, Enterprise Edition, Tape Backup product vendors for resolution of and 64-bit Enterprise Edition) • Dell OpenManage Suite software bugs

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Additional administrative services beyond Red Hat® Linux Server Support: Dell has Products supported under Windows 2000 core system support questions are handled formed an alliance with Red Hat, enabling Datacenter include: on a basis of one resolution deduction per us to offer best-in-class Red Hat Linux • Microsoft® Windows 2000 Datacenter hour or any part of an hour. Examples of software support. Red Hat Linux support is Server, Service Pack 1 or later administrative services include: Windows available 7x24 or 5x12. An annual contract 2000 migration assistance, installation of is for one specific Dell server, with unlimited • Microsoft Exchange Server 5.5 with the NOS, and software configuration. This resolutions. 5x12 service is from 8:00 A.M.- Service Pack 3 or later additional “Best Effort” support is available 8:00 P.M. CST. • Microsoft Internet Information Server 5.0 7:00 A.M. to 7:00 P.M. CST, Monday • Microsoft SQL Server 7.0 with Service through Friday, and questions are answered Windows 2000 Datacenter Software Pack 2 or later, SQL Server 2000 on a best-effort basis with no guaranteed Support Hotline: Dell offers enhanced resolutions or response times. network operating system support for • Dell OpenManage Agents Version 1.0 PowerEdge Servers on which Windows® • Dell IT Assistant Version 5.2 Advanced Software Support does not 2000 Datacenter is factory-installed. include support for the following: Windows 2000 Datacenter Software • Dell PowerSuites for Tape Backup (Veritas BackupExec 8.0 Build 3316) • Non-Dell hardware Support is available 7x24 and offers a 1-hour response time for critical issues • Application software not explicitly named (system down) or a 2-hour response time Problem determination may include any of above for non-critical issues. This service is the following actions: information gathering • Any on-site services sold as an annual contract with unlimited and analysis, research (may include resolutions. • Remote or on-site training assistance reproduction of issues), acquisition of additional information, and/or assignment • NOS upgrades or new NOS releases of a Datacenter Case Manager. • Remote administration of Dell systems • Scripting, programming, database design, or web development

Please refer to the Premier Enterprise Support Service Tiers section for information on how these services are integrated into Dell’s tiered program.

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Standard Technical Gold Technical Support Features Support Support

Escalation Management- Single Point of Contact n/a X

Seamless Support n/a X Support Management Change Notification n/a X

Service Performance Reporting n/a X

WebEx OnCall Capability n/a X

Bypass Basic Troubleshooting (“Senior-level to Senior-level”) n/a X

Industry-Certified Rapid Resolution Dell Technician Expertise Level 1 Technician & Highly-Trained Senior Tech

Designed to be 2 Average Telephone Queue Speed of Answer Standard minutes or less

7x24 Basic Installation & Configuration of Dell-installed software X X

30-day “Getting Started” Support for Dell-installed applications X X Basic Hardware and Software Support Premier.Support.Dell.com Online Technical Support X X

7x24 Telephone Hardware Technical Support X X

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Problem resolution may include any of the Gold Technical Support delivers rapid Reduced Time to Fix: Includes “Senior- following: a resolution or steps towards a response and issue resolution through Level to Senior-Level” telephone support resolution, a work-around, configuration a bypass of basic troubleshooting. A to allow bypass of basic troubleshooting, changes, and/or escalation of a bug report. single point-of-contact is also provided a designated Technical Account Manager for escalations through Technical Account (TAM) for a single point of contact on Windows 2000 Datacenter Software Management Services. Additionally, escalations, and interactive resolution with Support does not cover the following customers receive proactive notification of the WebEx OnCall tool (provides Web- issues: BIOS, driver, and software changes. based remote diagnosis and problem • Non-Dell hardware solving). Key Features • Applications not specified in this Technical Expertise: As a Gold Technical Seamless Escalation Support: If a document as supported Support customer, you will benefit from problem with 3rd-party hardware or software • Remote or on-site training assistance telephone access to Dell’s Gold Queue (that is covered under warranty) is determined, for Client Systems, staffed with advanced a member of the Gold Technical Support • Software upgrades or new releases level Technicians who are A+ and/or MCP Team will contact the 3rd-party vendor with • Remote administration of Dell systems industry-certified. you, provide details of the incident and facilitate the resolution process. • Scripting, programming, database design, or web development Client Gold Technical Support Call Flow Comparison

Support Services for Notebooks, Desktops, and Workstations Gold Technical Support3: Gold Technical Support provides a separate 24x7 dedicated telephone-based technical support service that is designed to deliver reduced hold times, direct access to advanced-level technicians, and reduced time to resolution. Gold Technical Support is available for OptiPlex desktops, Latitude notebooks, Dell Precision workstations and select Dell printers.

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Reduced Hold Time in Queue: You will • Project Summary the 3rd-party vendor with you, provide receive a 7x24 dedicated, toll-free number details of the incident, and facilitate the • Issues Details direct to the Gold Technical Support resolution process. Either Dell or the telephone queue. The queue is designed to • Mean Time to Repair Graph customer must have an established provide 2 minutes or less average speed of support agreement with the vendor for 3 answer with single-level menu selection. Technical Account Manager (TAM) Seamless Escalation Support services to be Services: Defined teams of experienced applicable. Industry-Certified Advanced Level senior-level technical personnel assist Technician: As a Gold Technical Support Gold Technical Support customers. You Advanced Remote Troubleshooting: customer, you can benefit from telephone will always be working with senior-level In certain situations, you may choose to access to Dell’s Gold Queue, which is technical personnel who know your enhance the effectiveness of traditional staffed with advanced-level Technicians environment. telephone-based technical support by who are A+ or MCP industry-certified. allowing our Gold Technical Support End-users like the fast problem TAM Team Service responsibilities Technician to interact with you live over the identification and resolution, while IT include: Web without the need to pre-install or pre- professionals appreciate the senior-level Escalation Management: single point of configure any software. The Technician can to senior-level telephone access for more telephone contact instantly initiate online sessions to diagnose complex issues. and fix problems using a powerful set of Change Notification Updates: monthly interactive tools. Quarterly Performance Reporting: email updates on BIOS, driver, and software Your Gold Technical Support service changes Advanced Windows Support: Advanced provides you with the opportunity to Windows 2000/NT/XP support provides request a Quarterly Service Performance Performance Reporting: quarterly email customizable support plans for Dell Report, designed to give you the details reports on service issues and performance Precision workstations and OptiPlex you need to track your system support desktop systems. Network systems are issues. The report provides the following Seamless Escalation Support: Gold the cornerstones of many businesses, information for your benefit: Technical Support helps ensure issues making reliable Windows 2000/NT/XP • Site Summary with 3rd-party hardware and software are support a top priority. For customers who resolved seamlessly through your telephone need assistance with usage questions • Issues Summary contact with Dell. beyond the basic support offered by Dell’s • Performance Graph telephone support team, we offer unlimited rd online and telephone access to technical • Contacts per Issue Graphs If a problem with 3 -party hardware or software is determined, a member of the support experts with extensive experience Gold Technical Support Team will contact in solving complex issues.

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Examples of issues covered by (excluding Dell Custom Factory Integration Examples of damage that is not covered Advanced Software Support include: items) for as long as you own or lease your under CompleteCare Coverage include: • Backup and restoration Dell desktop, workstation, or notebook • Fire damage system. • Creation of user accounts • Intentional damage • Performance tuning CompleteCare Coverage2: CompleteCare • Theft or loss Coverage is a repair and replacement • Installation and troubleshooting of ISP • Normal wear and tear connections service that covers most accidental damage (spills, drops, surges, breakages) • Consumables (i.e. batteries, bulbs) • Management of data partitions and to select systems or peripherals. drives CompleteCare Coverage helps save time, CompleteCare Coverage is offered in 1, money, and resources in the event of an • Network configurations 2, 3, and 4-year terms on Dell Dimension unplanned incident. With Advanced Software Support, OptiPlex desktops, Latitude and Inspiron notebooks, desktop and Dell Precision workstation Axim handheld PDAs, Dell MP Projectors, Key Features owners can get the operating system Dell Digital Jukebox music players, Dell support they need, when it is needed, • Investment protection for select systems LCD TVs, and Plasma TVs. helping to minimize downtime and and peripherals exposed to high- increase productivity. Dell can also provide risk settings (multi-use, high mobility, How to Use CompleteCare Coverage2: Advanced Software Support options to multiple users, harsh environments). If damage occurs, the customer must call meet your support needs for challenging • System repaired or replaced in event of Dell’s technical support line to report the hardware/OS configurations, network accidental damage. problem. Depending on your system type configurations, and Internet connectivity and the cause and extent of damage, and configurations. • Repair/replacement using refurbished Dell will initiate appropriate repair or parts and/or system. replacement services. The services may Technical support is provided for current • System repaired/replaced to equal or include shipment of customer replaceable versions and one version back. Support better state. parts, dispatch of on-site service personnel, for older versions is limited. Dell’s support requests for shipment of damaged product policy for macros and scripting/code • Offered in 1, 2, 3, 4-year terms. to a Dell repair facility, or initiation of whole includes general questions regarding Examples of damage covered under unit exchange procedures. functionality and syntax. Support does not CompleteCare Coverage include: CompleteCare Coverage2 for Custom include writing, recreating, or debugging • Spills macros/code. Dell also provides free Factory Integration Customers: telephone assistance for installation and • Drops, falls Customers who have taken advantage of configuration of Dell factory-installed • Electrical surges Dell’s custom factory integration program operating systems and applications are also encouraged to upgrade to • Accidental breakage (multiple pieces) CompleteCare Coverage.

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Attempts will be made to replace the Telephone Hardware Technical 30-Day Getting Started Helpline: Dell system with the same model as the original, Support Services offers a 30-Day Getting Started helpline but due to rapid changes in technology and 7x24 Telephone Hardware Technical at no charge. During the first 30 days part availability, upgrades to the original Support: Dell’s hardware technical support after your system’s invoice date, you system hardware and/or software may phone lines are available 24 hours a day. may contact Dell Technical Support with be required. Replacement parts may be You get support from a qualified technician questions about your new Dell system. refurbished. whose goal is to get you back to work Examples of supported issues include quickly. installation optimization and limited usage If the system has specially-integrated questions. hardware or a custom software image loaded via Custom Factory Integration, the end user may need to contact their Information Systems department for instructions on how to get the replacement system upgraded with their company’s latest hardware and/or software revisions. Dell does not guarantee that company- specific hardware and/or software will be compatible with the replacement system.

CompleteCare Coverage2 for Warranty Parts Direct Customers: If an incident occurs, the Warranty Parts Direct customer’s help desk, end user or service provider must call Dell’s technical support line to report the problem. Dell technicians will ask the caller a series of questions designed to determine the extent and cause of the damage or failure. Depending on the system type, the cause and extent of damage, and other service options that the Warranty Parts Direct customer may have purchased, Dell will initiate appropriate repair or replacement services.

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On-Site Services5 Once the part is received, the technician 8-Hour On-Site Service5: for Dell|EMC Next Business Day, On-Site Services: will attempt to call the customer directly to products, Dell has extended service in most Designed to provide a base level of schedule a specific time that is convenient locations in Canada. customer security, Next Business Day to deliver the service that day. (NBD), On-Site Service places a Dell-trained 2-Hour On-Site Service5: Dell has technician at your location the following Extended Labour and Parts Delivery Service extended service in most locations in business day, if necessary, following phone- can be purchased for up to five years for Canada. based troubleshooting. most systems and can be purchased at a reduced price if the extended service 2-Hour On-Site Service5, 6-Hour Repair: Key Features contract is purchased within 30 days of the the 2-Hour Service can be supplemented system invoice date. with 6-Hour Repair Service. This program Single Point of Accountability: Dell is provides not only 2-hour On-Site5 service, the single point of accountability for your Same Day, On-Site Services5: In order but also repair of your Dell hardware within complete service and support requirements to perform successfully in today’s highly 6 hours of problem determination. Although demanding business, government and we strive to repair every Dell system as Convenient: Dell maintains records of all education environments, you must depend rapidly as possible, Dell’s 6-Hour Hardware service incidents, including calls to Dell on your IT resources as never before. That Repair Service includes enhanced Technical Support and on-site repairs. means that you need a responsive and processes to repair the system within 6 reliable service provider to help improve the hours. Affordable: Dell offers a variety of experience around your computer systems customizable support options to help you and to take advantage of new technologies. Also included in Same Day service is the design a cost-effective program that meets restoration of Windows NT, Windows 2000, your unique requirements. 4-Hour On-Site Service5: A Dell-trained or Novell NetWare® from your original technician will arrive within 4 hours after NOS (network operating system) media; Calls dispatched by Dell Technical Support telephone troubleshooting (depending on however, this NOS activity is not included before 5:00 P.M. local customer time your location) to help get your system back in the 6-hour time commitment to repair the receive a response on the next business in operation as rapidly as possible. You can hardware. day. In the case of calls dispatched after choose between options delivering 4-Hour 5:00 P.M. local customer time, the service response with 7x24 or 5x10 options. With technician may take an additional business 5x10 service, calls placed after 4:00 P.M. day to arrive at your location. The actual (customer’s local time) will be responded to response time on the next business day on the following business day. is dependent upon parts delivery to the technician for the customer’s local area.

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Premier Support Searchable Support FAQs and Tech Precise System Configuration www.premiersupport.dell.com is a Notes: Technical information for systems Information: Premier Support provides the customized virtual helpdesk that provides and components can be difficult to locate precise configuration of any supported Dell powerful tools to enhance the efficiency and distribute across hard copy and digital system to expedite troubleshooting and and productivity of your support staff. resources. Searchable support FAQs, Tech parts orders. Designed for support technicians, helpdesk Notes, and detailed technical specifications specialists, senior-level technical personnel and compatibility information are available Comprehensive Records for Inventory and IT managers, Premier Support provides online for every Dell system. Management: Comprehensive records of fast access to the knowledge and solutions service tag numbers and configurations needed to help you proactively support FileWatch and Dell Downloads: You simplify inventory management and your Dell systems and maximize uptime. want to be the first to know about a critical auditing. Please note that all services provided on OS patch or firmware upgrade. Premier www.premiersupport.dell.com may not Support makes it easy to keep your apply to Canadian customers. systems up-to-date. FileWatch and Dell Downloads provide timely notification of, and easy access to, needed updates.

2-Hour 4-Hour 8-Hour Dell Product NBD Response or Response Response 6-Hour Repair Latitude and Inspiron Notebook X n/a n/a n/a Dimension Desktop X n/a n/a n/a OptiPlex Desktop X X n/a n/a Dell Precision Workstation X X n/a n/a PowerEdge 1xx0, 3x0 & PowerEdge SC Series X X n/a n/a PowerEdge 2xx0-8450 X X X n/a PowerVault (except PV701/705N-parts only) X X X n/a Dell | EMC Storage Products n/a X n/a X Printers X X n/a n/a

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Legal Terms and Disclosures

IMPORTANT INFORMATION track and find you are unable to perform cycle, product recall occurrences and with the level of knowledge you have total number of Gold Technical Support The information in this document has been achieved, Dell will gladly provide, for no customers. reviewed and is believed to be accurate. additional charge, enrollment in the next However, neither Dell nor its affiliates available instructor-led course or courses assume any responsibility for inaccuracies, for that track. 4. Subject to the terms and conditions errors or omissions that may be contained in the Dell 99.9% System Availability herein. In no event will Dell or its affiliates Program Agreement, Dell provides be liable for direct, indirect, special, 2. See Dell’s limited warranty terms and a limited guarantee that guarantees incidental, or consequential damages the applicable Dell or third party Service 99.9% uptime for the system during resulting from any defect or omission in this Contract for service and warranty terms the guarantee term. For more details or document, even if advised of the possibility and conditions. Copies available on copies please visit www.dell.ca. of such damages. Dell reserves the right request or at www.dell.ca. Services to make improvements or changes to this may not be available in all areas. document and the products and services CompleteCare coverage only covers 5. Dell’s Next Business Day On-Site described at any time, without notice or internal hardware components and does Service may be provided by a third obligation. not cover peripheral devices, damage party contract with customer and or loss caused by fire, theft, intentional may not be available in certain areas. Dell cannot be responsible for acts, or by normal wear if the normal TECHNICIAN WILL BE DISPATCHED, typography, photography, or other errors. wear does not affect performance. IF NECESSARY, FOLLOWING PHONE- BASED TROUBLESHOOTING. Dell 1. Terms of Guarantee: A passing grade must notify the service provider before on a certification exam for a specific 3. The Gold Technical Support Queue is 5:00 pm local customer time; otherwise hardware platform track (server, designed to provide 2 minutes or less it may take an additional business storage, or network switches) provides average speed of answer, provided the day. 4-Hour Response, 5x9, On-Site a minimum level of knowledge required correct, toll-free gold Technical Support Parts and Labour Service will place for implementing, configuring, and number is called by the customer. Hold a technician, in most cases, at the managing the hardware and applicable times in the Gold Queue may be affected customer site within 4 hours of dispatch. software on that platform. Should you by multiple variables including, but not Technician may not arrive until the next pass a certification exam for a specific limited to: time of day, product release business day if dispatched after 4:00

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pm local customer time. This service is ™Dell, the Dell logo, Dimension, Inspiron, only available if you are located within PowerEdge, OptiPlex, PowerConnect, a radius of 100 kilometers from a Dell PowerVaulat, DellHost, PowerApp, Dell stocking location. 4-Hour Response, Precision, Latitude, and CompleteCare 7x24, On-Site Parts and Labour are trademarks of Dell Inc.™ All other Service will place a technician, in most trademarks and registered trademarks are cases, at the customer site within 4 the property of their registered holders. hours of dispatch. This service is only © 2004 Dell Inc. All rights reserved. available if you are located within a radius of 100 kilometers from a Dell For more information please contact your stocking location. 8-Hour Response, Dell Service Representative. 7x24, On-Site Parts and Labour Service will place a technician, in Dell Canada Inc. most cases, at the customer site within 155 Gordon Baker Road 8 hours of dispatch. This service is Suite 501 only available if you are located within North York, Ontario a radius of 100 to 200 kilometers M2H 3N5 from a Dell stocking location. 2-Hour Response, 7x24, On-Site Parts and Phone: (416) 758-2100 Labour Service will place a technician, Toll Free: 1-800-387-5752 in most cases, at the customer site Facsimile: (416) 758-2305 within 2 hours of dispatch. This service is only available if you are located within www.dell.ca a radius of 50 kilometers from a Dell stocking location. 2-Hour Response/6- Hour Fix, 7x24, On-Site Parts and Labour Service will place a technician, in most cases, at the customer site within 2 hours and complete repair of your Dell-branded hardware product with six (6) hours after dispatch. This service is only available if you are located within a radius of 50 kilometers from a Dell stocking location.

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