Dell Expands Mission-Critical Services to Help Customers Build and Manage Computing Infrastructures

Business Wire,  Dec 5, 2000  

Tags: Dell Computer Corp.

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Business Editors & High-Tech Writers

NEW YORK--(BUSINESS WIRE)--Dec. 5, 2000

New Consulting and Support Services Facilitate Infrastructure

Design, Deployment and Uptime

Dell (Nasdaq:DELL) today expanded its comprehensive suite of technical consulting and mission-critical support services to help enterprises rapidly build highly available computing infrastructures while minimizing costly system downtime.

This news supports several other announcements made today by the Company, including the introduction of new Dell PowerApp(tm) and PowerEdge(tm) servers and enhanced systems management software.

"The services introduced today are fundamental elements of Dell's rapidly expanding portfolio of customized enterprise services offerings. These and future Dell services are designed to meet our customers' demands to optimize their network infrastructures, giving them the power to adapt to change and react quickly to new market opportunities where reliance on IT is increasing dramatically," said Gary Cotshott, vice president of services for Dell. "Dell will deliver these services for varying customer environments through an integrated set of tiered offerings -- from standard and dependable rapid support to comprehensive mission critical services."

New Technology Consulting and Support Services

Dell Technology Consulting helps customers design and build their enterprise infrastructures to support the high-performance and uptime requirements essential to growth. New consulting services include:

-- Infrastructure Assessment, Architectural Validation and Implementation
Services for customers prepared to move to a Microsoft(R)Windows(R)2000 based
e-commerce environment.

-- Rapid Design & Deployment Services, a packaged e-commerce solution based on
Dell and Microsoft technologies for those customers requiring a rapid
production deployment.

-- Performance Tuning and Stress Testing Services to help insure the
infrastructure can accommodate customers' changing network and workload
demands.

Helping meet the needs of mission-critical environments, Dell's expanded portfolio of on-site and remote support services are designed to maximize system uptime. These services are:

-- Enterprise Expertise Center with a Single Point of Contact

providing engineer-to-engineer technical support, customized

support plans, root cause analysis for issue resolution,

proactive health check services, responses to change requests,

and reporting. Customers will receive reports summarizing

uptime statistics, issue resolution and recommendations for

enhancing systems availability.

-- Remote Monitoring offers proactive, rules-based systems

monitoring options, ranging from basic pre-failure alerting to

comprehensive server, operating system, and storage monitoring

with proactive trend and fault analysis. Systems can be

monitored by Dell's Enterprise Expertise Center or by the

customer's own local Help Desk.

-- Comprehensive on-site(a) hardware support, ranging from

two-hour response and six-hour(b) hardware repair to

customized on-site spares kits and on-site system engineers.

-- Customized Systems Availability Guarantee Programs(c) provide

the right combination of proactive and maintenance services to

meet each customer's uptime requirements.

-- PowerVault Advanced Software and Configuration Support for

Dell's storage support offerings, including guaranteed

response times for customer-defined levels of criticality, are

designed to help ensure customers get expert advice to keep

their complex storage systems fully operational.

-- Dell OpenManage Subscription Service provides quarterly

updates of systems management software, updated documentation,

and the most recent BIOS, drivers and utilities.

This new suite of services complements Dell's existing offerings that include consulting, custom factory integration, implementation, performance optimization, award-winning 24x7 technical support, and training programs, all designed to get customers up-and-running quickly with their Dell systems.

For nine consecutive quarters, customers have ranked Dell the leading Intel-based server vendor for customer satisfaction, according to Technology Business Research's (TBR) "Corporate IT Buying Behavior & Customer Satisfaction Study." In its most recent report, dated Sept. 7, 2000, TBR cited Dell as "the only vendor with rising server satisfaction ratings, primarily in the area of on-site support, which this quarter was marked as a competitive strength for the vendor."

For more information about Dell services, please visit http://www.dell.com/services.

About Dell

Dell Computer Corporation (Nasdaq:DELL) is the world's leading direct computer systems company, based on revenues of $30 billion for the past four quarters, and is a premier provider of products and services required for customers to build their Internet infrastructures. The company ranks No. 56 on the Fortune 500, No. 210 on the Fortune Global 500 and No. 3 on the Fortune "most admired" lists of companies. Dell designs, manufactures and customizes products and services to customer requirements, and offers an extensive selection of software and peripherals. Information on Dell and its products can be obtained on the World Wide Web at www.dell.com.