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DCSE: PowerEdge 1550 Self-Study Version 0.3, 4 December, 2000
Page 24 Dell
Next Business Day Service
The DSP completes the following procedure to provide Next Business
Day (NBD) service for DELL customers.
# Procedure
1. DELL Technical Support performs call screening with the user (CONUS and
OCONUS) and verifies that the customer is entitled to NBD service.
2. DELL Technical Support determines required action during the on-phone diagnosis.
3. The DELL notifies the DSP electronically each time NBD is required and provides the
following details:
• Customer name, address, phone number, zip code, and contact.
• System and model type.
• Type of service.
• Five-digit alphanumeric service tag number.
• Part(s) to be replaced and Airbill.
• DPS number.
• Type of operating system.
4. DSP confirms the receipt of the call by assigning an SRMS call number and providing
that call number to the DELL. The DELL service request must be dispatched and
received by DSP by 5:00 p.m. customer local time to qualify for NBD service.
5. The DELL ships (or specifies OCONUS federal parts) the necessary parts to the DSP
to arrive the morning of the next business day after the customer called.
6. By 12:00 noon on the day the DSP receives the call, the CRE provides the customer
and the DELL an ETA.
7. If the CRE is unable to arrive at the customer’s location within the applicable arrival
time, the DSP management promptly advises the customer and the DELL of revised
arrival times.
8. DSP assigns a CRE who will arrive at the customer’s location during the PPM.
9. When the CRE arrives at the customer’s location, the CRE performs a pre-service
virus scan, runs Dell diagnostics, and confirms the DELL advisory diagnosis.
10. The CRE makes repairs and replaces parts as necessary.
11. The CRE validates the repairs and corrective actions and restores the system to
proper operating condition within four hours after arriving at the customer’s location.
12. The CRE performs a post-service virus check.
13. If necessary, the CRE works beyond the PPM for a reasonable period (normally not
exceeding one hour) to restore the system to proper operating condition, at no extra
charge to DELL or the customer.