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DCSE: PowerEdge 1550 Self-Study Version 0.3, 4 December, 2000
Page 20 Dell
DSP Support
Introduction
This section contains information pertaining to your role in service support
to Dell customers. Each DSP has a procedure manual that defines the
processes and procedures required for the delivery of services that a DSP
provides to support the DELL customers. Some of the information
contained in your PM is unique to your DSP organization. If you have any
questions regarding your DSP’s services, contact your manager.
The procedure manual (PM) is provided to your management to achieve
the following goals:
• Maintain consistency throughout the operations.
• Ensure that roles and responsibilities are clearly understood.
• Provide the users with a document that clearly states the goals and
objectives of the companies providing the contracted services.
• Maintain focus on customer satisfaction.
In addition to your manager, the Dell Support Web pages provide you the
latest service documentation. Visit the site at www.dell.com/support
.
This module provides information on the following topics:
• Key service and support terms.
• Service and support territory DSPs cover.
Services available to DELL customers.
General DELL and DSP responsibilities.
General Dell and DSP Responsibilities
Upon receiving a call from a customer requesting service, the DELL and
the DSP perform standard troubleshooting steps to either correct the
problem or determine if a part(s) needs to be replaced.
What DELL Provides the DSP
For each service call, DELL provides the DSP with the following
information:
• Customer name, address, phone number, and contact name.
• Contracted product and serial number (TAG).
Type of service (cost center for time and materials billed to Dell).
• Five-digit, alphanumeric service tag number.