Maximise your on-site support capabilities Introduction to Customer Appointed Service Provider program Dell Partner Direct – EMEA
What is a Customer...
Maximise your on-site support capabilities Introduction to Customer Appointed Service Provider program Dell Partner Direct – EMEA
What is a Customer Appointed Service Provider? A Customer Appointed Service Provider (CASP)…
• is a Dell channel partner designated by their customer as the primary provider for hardware maintenance support* • resolves hardware issues with customers from start to finish • resells a Dell ProSupport service agreement to the customer • receives a labor remittance from Dell for work performed**
Interact with Customer to resolve hardware issues
Diagnose hardware issue & dispatch parts
Resolve hardware failure onsite at Customer
Receive labor remittance from Dell**
*Applicable to Dell clients, servers, laser printers and select storage platforms. Does not pertain to Dell EMC, EqualLogic, or Compellent storage. ** on qualified Dell systems
Log & Track service call Diagnose hardware issue Dispatch replacement part *Automated labor remittance from Dell
Customer Appointed Service Provider makes repairs at customer site 3
*Customer Appointed Service Provider program and Dell Online Self Dispatch applicable only to: • Optiplex; Latitude; VOSTRO; Precision; Laser Printers • PowerVault storage; PowerConnect; PowerEdge • Blades (Support is limited to power supplies and hard drives when requesting parts online. PowerEdge certification must be completed.) • Does NOT include EqualLogic, Compellent, or Dell EMC storage platforms. Page 5
Regional entry requirement and service differences are documented in the global DOSD enrollment contract
May 2011
Improve your efficiency with Dell Online Self Dispatch Dell Online Self Dispatch single portal for self-service support management
Streamline support to improve your IT staff efficiency and productivity Diagnose issues, dispatch parts and file remittance claims through a single portal
Resolve issues expeditiously for your customer 24x7 access to online training, troubleshooting tips, and Dell expert resources
Improve your bottom line with Dell Online Self Dispatch Dell Online Self Dispatch single portal for self-service support management
Earn labor remittance on qualified systems
$ Reduce inventory stocking costs
Simply parts ordering and labor remittance Parts dispatch, shipment tracking, and labor remittance facilitated through a single global portal streamlines processes
Minimise inventory overhead Just in time online parts ordering reduces the need for you to maintain a spare parts inventory "just in case"
Next Step: Program Enrollment Enroll via http://dosd.dell.com
Become a Customer Appointed Service Provider • Establish primary service support relationship with your Customer • Complete the CASP agreement at http://dosd.dell.com (Partner and Customer signatures required)
Next Step: Dispatch Training Access online dispatch training via http://dosd.dell.com
Complete required Dell Online Self Dispatch training • Access to training is granted after your Customer accepts terms and conditions designating you as Customer Appointed Service Provider
• Two technicians should complete online Dell dispatch training for: - PowerEdge™ Systems - PowerConnect™ - Notebook Systems - Desktop Systems - PowerVault™ - Printers - Blade Systems Page 14