Dell SupportAssist Version 2.0 For OpenManage Essentials Servisní příručka stáhnout pdf (Strana 6)

6 Dell SupportAssist: Alert Policy | Revision A00

What is the response time?

A Service Request to open a support case with Dell is created by SupportAssist at the time a given alert

goes beyond the predefined threshold. These Service Requests are then automatically sent and assigned

to a Dell Technical Support agent. The agent accepts the Service Request and starts the resolution

process.

The response time for a support case created by SupportAssist is generally the same as that of a support

case created by contacting Dell Technical Support over phone. The support case is created at severity

level within Dell Technical Support which is important, but not urgent. If you deem that the support case

requires more urgent attention, contact Dell Technical Support.

For more information on the Dell Support agreement, see the Service Descriptions

What if I need assistance with deploying OpenManage Essentials

and SupportAssist?

Many customers have downloaded and installed OpenManage Essentials and SupportAssist without

assistance from Dell. For other customers, Dell Remote Consulting Service (RCS) is available to provide

deployment assistance.

If your IT Administrator has already implemented OpenManage Essentials or SCOM, and you have

moderate to advanced IT proficiency, installing and setting up SupportAssist would require about 15

minutes. You may require additional time to verify if OpenManage Essentials or SCOM is set up properly to

send alerts via SNMP and SupportAssist is set up to upload collections to Dell.

For more information, you can access additional documents at Dell.com/SupportAssistManuals

The following technical white papers provide specific steps and information on configuring Dell Storage

devices, Networking switches, and PowerEdge servers with iDRAC:

•

Monitoring iDRAC7 Devices Using Dell SupportAssist

•

Monitoring Dell Force10 Ethernet Switches Using Dell SupportAssist

•

Monitoring Dell PowerConnect Ethernet Switches Using Dell SupportAssist

•

Monitoring PowerVault MD Series Storage Arrays Using Dell SupportAssist

•

Monitoring Dell EqualLogic Storage Arrays Using Dell SupportAssist

•

Monitoring Dell EqualLogic Storage Hosting a Fluid File System

Note: For managing credentials of monitoried devices in SupportAssist, an additional document is

available as follows:

Managing Windows Device Credentials in SupportAssist Using Service Account

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Dell SupportAssist Version 2.0 For OpenManage Essentials Servisní příručka Strana 6