|

Collaborative Support Troubleshooting

Collaborative Support Troubleshooting

Dell Global Services

Dell ProSupport
Infrastructure Consulting Services
Deployment Services
Managed Lifecycle Services

More Information

Dell Services
Services Overview
Services from A-Z
Service Contracts
Solution Center
Case Studies
Press Releases

Collaborative Support for select Third-Party Hardware and Software Partners

Dell ProSupport Technical Support will collaborate with select third-party partners to assist with resolution of issues between the customer, Dell and third-party hardware and software partners. If a system problem is determined to be related to a third-party issue, Dell collaboration will help resolve the issue until it has been determined the incident is satisfactorily resolved.

Dell reserves the right to determine if an issue is best serviced by a third-party. Collaborative Support does not replace a support contract with the third party-partner, support license and/or service entitlement coverage; rather, it provides reasonable coordination and monitoring of the resolution by Dell. Collaborative Support third-party partners are subject to change at any time without notice.

The ability to receive technical collaboration from a third-party may be free-of-charge or dependent upon whether you have a direct support warranty contract with the third-party. Collaborative Support is based on the service offering of the third-party and the license type purchased from Dell on behalf of the partner.

Please contact Dell Technical Support for more information regarding your entitlement.

Enterprise Collaborative Support Technology Coverage

Dell ProSupport includes Dell original equipment manufacturer (“OEM”) software troubleshooting with Collaborative Support for select Dell OEM applications, operating systems, and firmware on Supported Products (the “Third-Party Products ”) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer for the duration of the Dell support contract.

Collaborative Support is currently available subject to active Dell support service contracts on the below Dell Enterprise Systems with versions of the software/products(*) listed below:

Dell Tested and validated Enterprise/Commercial Configurations:

Collaborative Service is available to Dell ProSupport customers on the below Dell tested and validated configurations for the following product platforms:

  • Dell PowerEdgeTM  servers,
  • Dell PowerVaultTM  storage,
  • Dell | EMC storage
  • select Dell EqualLogicTM  products, and
  • select Dell PowerConnectTM  switches

Third-Party Products Subject to Collaborative Support:
1EElmoMellanox
AbsoluteEMC LegatoMicrosoft
Acces I-OEMCNortel
AcuoEmulexNovell
AdobeEncyclopedia BritanicaNVidia
AltirisEpsonOracle
Amulet HotkeyErgotronPanasas
ANSYSESRIPanasonic
Antenna PlusExtreme NetworksPlasmon
APCF5Platespin
ArubaFalconstorPolyvision
ASKFirst Mobile TechnologiesProeducacion
AudioCodesForce10Promethean
AutodeskFront RowPTC
AvermediaGarrettComQlogic
AvidHavis (Augmentix)Quantum
AvocentHielQuest
Axis CommunicationsHitachi Data SystemsRed Hat
BarracudawareHPSamsung
Bay DynamicsIBMSAP
BDTIbrixSAS Curriculum Pathways
BentleyImationScalent
BMCInsight VideoNetScali
BretfordIntelSilverstorm
BridgeheadIntuitSMART
BrocadeIron MountainSonic wall
CakewalkJinhuake (金华科)Stealth
CaringoJJWildSteljes
Cast IronJulongStonefly
CiscoJuniperStoredIQ
CitrixJustSystemsSUN
ClustercorpKingstonSuSE
CoCreateKroll OntrackSymantec
CommVaultLanschoolTechdata
Computer AssociatesLapsafeTeraMedica
CrosstecLind ElectronicsTerascala
DassaultSystemsMakauTES
Data Domain McAfeeTopspin
DatamationMcDataVideonet
DialogicMintEnglish(敏特英语)Vizioncore
Discovery EducationMonarchVMware
Double-TakeMSC SoftwareWave
DyKnowMyricomXerox
Dynamic ImagingNetopYasukawa
EgeneraNewTek
eInstructionMediatech
ElecomMeditech
Please note that partners may change at any time without notice to Customers.
* = Please note not all regions or product versions may be included in the scope of collaborative support coverage. Please contact Dell for more information.

Client/Consumer Collaborative Support Technology Coverage

Dell ProSupport includes Dell OEM software troubleshooting with Collaborative Support for select Dell OEM applications, operating systems, and firmware on Supported Products (the “Third-Party Products ”) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer for the duration of the Dell support contract.

Dell reserves to determine if an issue is best serviced by a third-party. Collaborative Support does not replace a support contract with the third party-partner, support license and/or service entitlement coverage; rather, it provides reasonable coordination and monitoring of the resolution by Dell.

Dell Tested and validated Client/Consumer Configurations:

Collaborative Support is currently available subject to active Dell support service contracts on the below tested and valid Dell Client/Consumer systems with versions of the software/products(*) listed below:

  • Dell LatitudeTM  notebooks
  • Dell OptiPlexTM  desktops
  • Dell VostroTM  desktops and notebooks
  • Dell PrecisionTM  mobile workstations and workstations

Third-Party Products Subject to Collaborative Support:
Adobe® CNC (MasterCAM)Paradigm
AJA (Xena HD)Co|CreatePlanar
AltairCyberlinkPTC® 
ANSYSDassault SystemesRedhat® 
ATIESRI® Roxio
AtmelHitachiSchlumberger
Autodesk® IntelSeagate
Avid® KingstonSLED (Suse)
BarcoLandmark GraphicsSonic
BENTLEYMcAfeeSprint
Broadcom Mentor GraphicsSymantec
Cakewalk® MicrosoftUGS
Cineform (Aspect HD)MSC Software® Verizon
CingularNewtekWave
Citrix/ArdenceNVIDIAWestern digital

Please note that partners may change at any time without notice to Customers.
* = Please note not all regions or product versions may be included in the scope of collaborative support coverage. Please contact Dell for more information.

Exclusions from coverage

Please refer to your service contract for specific service exclusions. A list of the service contracts can be found on www.dell.com.

*IMPORTANT DELL DETAIL

TRADEMARKS: Ultrabook, Celeron, Celeron Inside, Core Inside, Intel, Intel Logo, Intel Atom, Intel Atom Inside, Intel Core, Intel Inside, Intel Inside Logo, Intel vPro, Itanium, Itanium Inside, Pentium, Pentium Inside, vPro Inside, Xeon, Xeon Phi, and Xeon Inside are trademarks of Intel Corporation in the U.S. and/or other countries.

RETURNS POLICY: Dell’s “Returns Policy” found at http://www.dell.co.in applies to all sales. Choose carefully, as order cancellation rights are limited and additional costs may apply.

MISTAKES: While all efforts are made to check pricing and other errors, inadvertent errors do occur from time to time and Dell reserves the right to decline orders arising from such errors.


Inclusive of delivery charges. The price excludes VAT (5%) and local taxes which vary based on jurisdiction.

snWW01