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DCSE: PowerEdge 1550 Self-Study Version 0.3, 4 December, 2000
Page 22 Dell
Response Time
The DSP responds to the customer’s call at the customer’s location within
the prescribed service time to perform the required services. (See your
DSP’s PM for details of covered services.) The DSP performs these
services for each contract product and contract system, and the DSP
verifies that the system is in working order and is properly functioning at
the customer’s location as described below.
Virus Scanning
At the beginning and end of the call, the DSP CRE performs a virus check
on the system being serviced. Any virus detected at the beginning of the
call is immediately brought to the attention of the customer and DELL for
resolution. If the customer requests that DSP remove the virus, DELL
quotes the price to the customer based on the time-and-material rate and
issues a new service request. DSP uses software provided by the customer
or provided by DELL to perform virus checks.
IMPORTANT: The DELL and the DSP agree that if a customer refuses to
permit a virus check, the virus-scanning obligations noted above do not
apply.
Diagnostic Tests
The DSP submits the contract products/systems to Dell’s standard
diagnostic tests as communicated by Dell during product training or
through other written (including electronic) communications to the DSP.
Those communications are contained in your PM. See your manager for
details.