Dell ProSupport Suite for PCs is a portfolio of outsourced technical-support services for Dell business laptops, desktops, and workstations. The service combines expert assistance, remote diagnostics, proactive monitoring, automated remediation, and hardware repair options.

The offering fits Service Desk Outsourcing because Dell provides centralized support and problem resolution for covered end-user devices.

Key Capabilities

Technical support: Provides access to Dell technical experts for troubleshooting covered PC hardware and support issues.
Proactive monitoring: Uses SupportAssist telemetry to identify device health, driver, and hardware issues.
Automated remediation: Applies self-healing scripts and automated enhancements for eligible support tiers.
Hardware repair: Includes next-business-day onsite repair for ProSupport; coverage varies by service tier and location.
Remote diagnostics: Supports remote diagnosis and resolution for devices used by hybrid and remote employees.
Optional coverage: Offers accidental-damage coverage, extended battery service, and Keep Your Hard Drive service, subject to the selected plan.
Support management: ProSupport Plus and ProSupport Flex include a Technical Customer Success Manager.

Audience & Use Cases

Audience: Internal IT teams responsible for Dell business PC fleets, including hybrid and remote workforces.
Use cases: Hardware troubleshooting, proactive device-health monitoring, remote issue resolution, repair coordination, driver maintenance, and support escalation.

Technical Specifications

Supported devices: Dell business laptops, desktops, and workstations.
Support technology: SupportAssist, accessed through the TechDirect portal.
Service tiers: ProSupport, ProSupport Plus, and ProSupport Flex.
ProSupport Flex eligibility: Intended for organizations with 1,000 or more devices.

Dell ProSupport Suite

What is Dell ProSupport Suite?

Categories & Use Cases