Dell ProManage User Manual

Dell ProManage for end users

Service Description

Dell ProManage for end users

Introduction

Dell Technologies Services is pleased to provide Dell ProManage for end users (“Service”) in accordance with this Service Description (“Service Description”). Your quote, order form or other mutually-agreed upon form of invoice or order acknowledgment (as applicable, the “Order Form”) will include the name of the service(s) and available service options that you purchased. For additional assistance or to request a copy of your service contract(s), contact technical support or your sales representative.

The Summary of Service

Designed specifically for end user computing devices, the ProManage for end users offer provides an enduser with a managed IT service experience and comprehensive technical support for each covered endpoint device.

In support of a Customer-selected combination of managed multi-vendor endpoint devices, this offer provides managed service desk support, remote endpoint monitoring, and endpoint management as described throughout this document. Key to this offer is the notion of a single contact point for Customer end users to get support for all covered endpoints through the remote Service Desk.

The remote Service Desk will act as the single support channel for all issues related to the covered endpoint devices. As appropriate the Service Desk will leverage, engage, or escalate to both Dell and non-Dell client support services contracted by the customer (“Resolver Groups”). Resolver Groups may include: Dell ProSupport, Dell ProDeploy, for Dell devices; and third -party OEMs for non-Dell devices per active warranty/support contracted by the customer. ProManage for end users offer provides coordination of any Installation-Move-Add-Change (IMAC) and onsite break/fix dispatches for Dell and non-Dell devices.

There are two Service Desk coverage plan options:

1. Remote Onshore Service Desk primarily inside the United States with coverage within the scope of this Service Description (“Remote Onshore”). Includes U.S. based phone assistance.

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2.Remote Offshore Service Desk primarily outside the United States with coverage within the scope of this Service Description (“Remote Offshore”). Includes non-U.S. based phone assistance.

Scope of Service:

•Remote Service Desk | Single Point of Contact 24x7 Service Desk

oHardware & software service with automated Level 0 self -service, Level 1 & Level 2 incident resolution

oLevel 3+ Routing to the appropriate support network; including OEM support network for non-Dell device hardware repair (based on current OEM contract)

24x7 English language support

oOption for the remote Service Desk location to be Remote Onshore or Remote Offshore (pricing varies)

•Remote End User Management | Device Management

oMulti-vendor, multi-operating system, multi-platform monitoring with proactive maintenance and ticketing;predictive and proactive maintenance and ticketing will be available for Dell and non-Dell Windows systems only

o Current OEM-supported versions of Operating Systems: Windows10, macOS, ChromeOS, Android version 9 or newer, and IOS

• Remote End User Management | Software & Apps Management o Software patch management for multi-OS

[supported software includes: supported applications bundled with non-custom factory image for current Dell branded client devices; supported OS-associated default applications, and business applications which are currently published and supported by Microsoft, Apple, Chrome client devices and are installed on client devices]

oApplication packaging for up to 5 applications per contract year. Additional applications may be packaged at additional cost

oSecurity policy enforcement for Customer-purchased anti-virus, anti-malware, antiransomware software

oModern Provisioning: two (2) profiles per OS, one (1) OS upgrade per platform per contract year

•ProManage Experience Management (PEM) Team

oThe Dell ProManage Experience Management (PEM) Team is the Customer contact point for assistance with the management and performance of ProManage for end users service, service performance outcomes, and any billing inquiries.

•Remote Onboarding Management

oManages onboarding and enrollment of install base

Deliverables

The following is a list of tangible material provided as part of the Service:

•Performance Reporting (on a minimum monthly basis)

•Executive Dashboard (on a minimum monthly basis)

•Onboarding Completion Report | Operational Readiness Checklist

Assumptions

Dell Technologies Services has made the following specific assumptions while specifying the services detailed in this Service Description. The Customer utilizes the following technologies:

•Cloud-based identity provisioning

•Active Directory (both on premise AD as well as Azure AD)

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•Single-factor authentication

Invoicing

ProManage for end users service is invoiced on a fixed-price, per-seat basis. A Customer’s monthly invoice may fluctuate as a Customer either adds or removes managed endpoint users (Seats), but a Customer will always be invoiced at a minimum rate of 300 Seats. We will conduct a monthly audit, and will invoice the Customer monthly based on the quantity of Seats. The following invoicing terms also apply:

•Customer will receive a single invoice across all locations (within the same region)

•For onboarding invoicing:

oCustomer will be invoiced up front for onboarding services at no less than 300 Seats

oAt onboarding completion; Customer will be invoiced for any Seat variances

oOnboarding fees are non-refundable

•For ongoing invoicing:

oCustomer to be invoiced in arrears, monthly, per Seat, for ongoing services

•Customer’s original contract term will be for no less than a twelve (12) month period, and all contracts thereafter will auto-renew for consecutive 12 month periods.

•Customer’s original contract may not be cancelled by the Customer within the first year of service.

•Customer is required to provide Dell Technologies Services with written notice sixty (60) days in advance of the termination of the Customer’s auto-renewed contract.

o Customer will be charged an early termination f ee on auto-renewed contracts, equivalent to the number of months of service remaining on a Customer’s existing contract, an amount which is not to exceed the value of two (2) Customer monthly invoices.

•IMAC services will need to be purchased and scheduled in advance in accordance with defined service agreements. IMAC services are not included within the base service fee, but rather will require the customer to purchase these services separately from Dell Technologies.

•Application packaging services (in excess of 5) will need to be purchased and scheduled in advance in accordance with defined service agreements. Application packaging services are not included with base service fee, but rather will require customer to purchase these services separately from Dell Technologies.

Enrolled Device Support

All managed devices must comply with the ProManage for end users minimum system requirements and which are subject to change from time to time. If a managed device does not meet these minimum system requirements, Dell Technologies will notify the Customer in writing, including options for how to proceed with any applicable costs.

Dell Technologies Services requires that each managed device has an active, hardware support agreement in place. In addition, each Dell device must have Dell ProSupport support agreement in place. Any time spent resolving technical issues on managed devices not under an active warranty is considered outside the scope of the ProManage for End User agreement.

All managed devices must comply with the ProManage for end users minimum specifications, located here:

•ProManage Supported Operating Systems for Client d evices, including currently supported versions of: Windows 10, macOS, iOS, Android version 9 or newer, and ChromeOS.

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•Client hardware devices must not be listed as ‘End of Life’ or ‘End of Support’

Service Desk

End users experiencing hardware problems on their managed endpoint device must contact the Dell ProManage for end users managed Service Desk for comprehensive troubleshooting and resolution of that issue. Dell Technologies Services will take responsibility for that issue and, if necessary, work with the manufacturer to dispatch parts and manufacturer technicians for the replacement of faulty equipment using the manufacturer’s warranty. Support includes troubleshooting and remote resolution of hardware related issues, escalation to manufacturer for hardware replacement, and ownership of the end user issue from incident creation through resolution. Specific support includes:

•Remote 24x7 Service Desk L0-L2 Support: single point of contact for hardware & software troubleshooting, provide assistance for active directory password resets, “How To” assistance, and automated proactive monitoring and resolution of hardware & software issues.

•Multichannel Communication: Customer end users experiencing technical problems on a covered managed endpoint may contact the Service Desk directly via multi channel communication methods to report their technical issues and may alternate between communication channels as needed.

•Issue Resolution (Service Incident & Service Request): upon receipt of an end user request for technical assistance details will be recorded in a Service Desk ticket in the Service Desk system by the Service Desk support staff . Information captured will include end user information and detailed issue information. Once this information is entered into a new Service Desk ticket a Service Desk Support Center Analyst (SCA) will be assigned to begin remote technical resolution. The end user will then be provided with a ticket number/reference information related to their issue, and given instructions regarding follow-up communication expectations.

•Automated Ticketing & Response: issues that are detected automatically by the monitoring system and/or software agent installed on a covered managed endpoint will automatically open a Service Desk ticket to be resolved by the Service Desk support staff. Note: Proactive and predictive alerts are included for Dell devices with Windows 10 operating systems. Proactive

alerts only are included for non-Dell devices with Windows 10 operating systems.

•Support Center Analyst (agent/representative): The Service Desk will utilize trained technical staff to efficiently resolve each Customer issue related to in-scope supported technologies. In addition, the Service Desk team utilizes several management tools to rapidly resolve end user issues, including remote screen-sharing/remote control live support technology.

•L3+ Escalation (Resolver Groups): the Service Desk will have the ability to elevate and route issues to advanced L3 support Resolver Groups for those issues that are: out of scope for the Service Desk; unable to be resolved by the Service Desk; and/or predefined as Customer designated Resolver Group issues. The Service Desk will track progress of these issues and provide updates to the Customer.

End User Device Management

•Multi-Vendor/Multi-Platform Hardware Support: automated remote monitoring & alerting, maintenance, troubleshooting, ticketing and issue resolution for endpoint (client) devices and related components and peripherals, regardless of manufacturer (Dell and nonDell). This capability will be provided by a software agent installed on every covered client endpoint.

•	Proactive and predictive alerts are included for Dell devices with Windows 10 operating systems.
•	Proactive alerts only are included for non-Dell devices with Windows 10 operating systems.

•Remote Monitoring with Proactive Maintenance & Ticketing : issues that are detected automatically by the monitoring system and/or software agent installed on a covered managed

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