Dell Tuesday unveiled two, customizable ProSupport global services offerings that replace ten separate maintenance and support pacts.
The two offerings are ProSupport for IT, a service agreement for technical experts that includes 24/7 support and FastTrack Dispatch which speeds the dispatch of parts and technicians; and ProSupport For End Users, which includes how to software and support for Microsoft Small Business Server, Intuit QuickBooks and wireless access configuration. That offering also includes direct access to certified technicians in what Dell called its Expert Center. Pricing of the new services was not immediately available.
The ProSupport offerings are a prelude to Dell's managed services offering which is scheduled to be unveiled later this month. Dell partners are eagerly awaiting more details on Dell's plans to sell managed services directly to end users as well as through partners in the wake of its acquisition of managed service platform provider SilverBack last July.
Dell Vice President of Global Services Steve Meyer said the new ProSupport offerings mark the first time Dell has provided both partners and customers with one simplified services portfolio to cover everything from notebooks and desktops to servers and storage offerings. He said prior to ProSupport Dell had a fragmented mix of support/maintenance agreements that in some cases required 10 different individual support contracts. He said new ProSupport initiative makes the Dell basic support services "easier to understand, buy and sell."
"We think that this is really breakthrough in that it speaks to the technical needs of partners and customers in a way they have never seen before," said Meyer. He said historically technical support and break/fix have been tied to product sets rather than the technical needs or expertise of both customers and partners.
Meyer said the global services announcement is the culmination of a $200 million plus investment in new tools, infrastructure and business processes in five Global Command Centers that are chartered with delivering a consistent service experience for clients on all Dell products from notebooks to storage solutions. He said internal Dell studies show the new offerings can reduce the number of support incidents by as much 40 percent and downtime by as much as 45 percent.
Dell would not provide specific solution provider margins or commissions for reselling the Dell services. But Meyer stressed that Dell is committed to driving "street price parity" for both Dell direct and channel partners. He said that Dell's ProSupport services are aimed at allowing Dell partners to focus on higher margin consulting and services, leaving basic break/fix and maintenance support to Dell.
The new services offering includes a FastTrack dispatch that allows Dell certified partners to dispatch technicians directly to clients, said Meyer. Previously those customers would have been forced to go through basic diagnostics before a technician was dispatched on site, he said.
NEXT: What Do Partners Think Of Dell ProSupport?