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4 Dell SupportAssist: Alert Policy | Revision A00
Introduction
Dell SupportAssist is a service capability that enables automated support from Dell by identifying potential
hardware issues in your IT environment remotely. Dell’s robust and easy to use proactive support
technology allows us to identify, diagnose, and resolve hardware issues faster and more precisely with less
of your involvement – eliminating or reducing downtime and letting you get back to business.
This document provides details on how SupportAssist processes alerts and automatically creates support
cases with SupportAssist for OpenManage Essentials or Microsoft System Center Operations Manager
(SCOM).
What is SupportAssist?
Dell SupportAssist is a proactive, automated support technology integrated into a suite of enterprise
products and systems management consoles to enable faster resolution and reporting of hardware issues.
SupportAssist capabilities include monitoring, automated data collection, automated case creation, and
proactive contact from Dell Technical Support. The primary benefits of SupportAssist are available only for
Dell devices that have a Dell ProSupport or Dell Prosupport Plus entitlement. SupportAssist also monitors
Dell devices that do not have a ProSupport or ProSupport Plus entitlement, and sends an automatic email
notification when a potential hardware issue is identified, however, Dell Technical Support does not
contact you proactively.
Downloading, installing, and using SupportAssist does not require any fee.
Note: SupportAssist is not a remote monitoring service. Systems management software such as
OpenManage Essentials or Microsoft System Center Operations Manager (SCOM), monitor and receive
alerts from managed devices. SupportAssist monitors the alerts received by the systems management
console, and automatically creates a support case based on Dell Support Services predefined alert
thresholds. A support case is created only for hardware alerts that would most likely create a support
case when you contact Dell Technical Support by phone or via Dell TechDirect online case management.
The purpose of SupportAssist is to automate and accelerate the process for opening support cases with
Dell Technical Support.
Dell also offers several Managed Services that you can order based on your requirement. For information
on the Managed Services offered by Dell, see Dell.com/Services
.
Which hardware faults does SupportAssist monitor?
SupportAssist has a smart hardware fault monitoring algorithm with thresholds to avoid false positives and
duplication of actions. Not all hardware faults have immediate response actions. They are compared to
persistent fault threshold values prior to responding with defined actions. Defined response actions
include case creation, diagnostic execution, and log attachment.
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