Dell tries to patch up support for enterprises
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Dell on Tuesday said it was ditching its predefined support model and introducing a more customizable program that can be tailored depending on products and services support that a customer needs.The ProSupport portfolio will enable enterprises and small and medium businesses to buy specific support modules to set up and fix hardware and critical applications. The model is not for the consumer market, said Steve Meyer, vice president of global services at Dell.Dell used to offer the &quot;medal&quot; model for services -- platinum, gold, silver, and bronze -- that bought customers a predefined set of support services. Under the new plan -- now available to SMBs and not just large enterprises -- customers will be able to buy specific services and a timetable within which issues are addressed, Meyer said.For example, small businesses with remote offices can buy into services that enable quicker response times and support for point-of-sale software like Microsoft&#39;s Small Business Server, Meyer said.&quot;We&#39;re in the process of enhancing capabilities and adding experts and agents in specific areas,&quot; like operating systems and storage, said Cary Gumbert, lead product manager for Dell ProSupport.Dell will also provide advice on software applications including Norton AntiVirus, Microsoft Office, Intuit QuickBooks, Adobe Photoshop and Adobe Acrobat. In addition to training its own staff, Dell is partnering with vendors including Microsoft, Oracle, and EMC to provide support.The support services offered will be standard worldwide, Meyer said.Dell found that customers want a personalized support experience based on who they are, Meyer said. IT professionals at large enterprises may need fewer services compared to small businesses that don&#39;t have IT departments, and which may need more hand-holding and rapid response to enable server uptime.Analysts weren&#39;t sure if the new offering is a radical difference from the support model already being offered by Dell. The new support model from Dell is just old wine in a new bottle, said Ron Silliman, principal analyst at Gartner.&quot;It&#39;s not so terribly different from the original model they had. It&#39;s a return to that, as the model had gotten away from its strengths,&quot; Silliman said.Wading through a complicated support process, Dell customers didn&#39;t always get the support they were seeking, Silliman said. The reorganized decision tree is neater and the modular approach will make it easier to solve problems, he said. The earlier model was a neat package that was incrementally mashed up with messy ideas over time, Silliman said.&quot;The best way to describe it -- When you get a brand-new sweater and see it at the back of the closet three years later, you can see it&#39;s fuzzy. Time does those things,&quot; Silliman said.The support model has more global consistency than the earlier model, which is good for global organizations, Silliman said. It also provides an educated approach to support by better understanding the customer, not the hardware, Silliman said.Understanding customers&#39; needs will ultimately help Dell deliver better services to consumers too, said Kurt Scherf, vice president and principal analyst at Parks Associates. However, while Dell has been criticized for a weak consumer support function, the new support model is targeted only at enterprise customers for now. It is possible that this support model will be delivered to customers in the future, Dell said.Pricing for support varies based on system and options selected, a Dell spokesman said. For example, in the U.S., Dell ProSupport for a PowerEdge server starts around $399 per system for three years of service, and can range up to a few thousand dollars for critical support. Dell ProSupport for Optiplex desktops starts around $79 per system for three years of service.
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Dell Inc. and Microsoft Corp. said Monday they are working together to integrate their systems management applications to allow customers to update server hardware and software with a single tool.
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Dell&#39;s efforts to reinvent itself this year through a dramatic break from its direct-sales model, expanded services, and new enterprise offerings have shown positive early results, but some users have lingering concerns about supply chain management and support -- long-time issues for the company.
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By Jeremy W. Peters  With a U.S. federal inquiry into his company growing wider, Michael Dell is acknowledging that he deserves a share of the blame for recent problems at Dell Inc. and reaffirmed his support for his CEO, Kevin Rollins.
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Linux and open source technologies are the features an overwhelming number of users would like to see Dell Inc offering if the early responses to the company's IdeaStorm site are to be believed.
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Dell on Tuesday added a completely new lineup to both its desktop and notebook offerings, which is aimed at small businesses with between 1 and 25 employees. Called Vostro, the systems include software designed for easing IT management tasks.
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Dell (NASDAQ:DELL) today extended its commitment to helping customers  protect the environment for the long term by partnering with attendees  of this week's National Educational Computing  Conference (NECC) in Atlanta to facilitate the planting of 1,000 trees.
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Michael Dell, who recently returned to the helm of the PC maker he founded, announces cost-cutting measures to employees in a memo.
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As time change nears, some companies are still struggling to patch their computer systems.
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The people who call Dell Inc.&#39;s customer service line often have no idea why their computers are running so slow. The ones who call America Online Inc.
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The instrusive software accounts for 20 percent of support calls to Dell, an exec tells CNET News.com. That's up from 2 percent in 2003.
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MANHASSET, NY - Bucking the trend for US based companies to set up new plants and offices offshore, Dell Computer Corp. (Austin, Tx.
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It turns out that Dell (DELL) isn't the only longtime commodity PC vendor looking to make build a new name for itself among high-end PCs users and the gaming set.
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Dell, in the midst of a lengthy turnaround, is gaining momentum in attracting newcomers to help reenergize its management ranks.
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Dell Inc. chairman Michael Dell announced a long-term partnership between his company and other hardware and software vendors to develop best practices in deploying a grid computing infrastructure.
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Dell is revamping its support-services offering as the company continues to battle shrinking growth in PC and server sales.
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(InfoWorld) - Dell has announced the availability of virtualisation services that aim to help enterprises draw up and implement their virtualisation plans -- and it'll help you choose from its own hardware and software portfolio too of course. The process starts with Dell's Virtualisation Readiness Assessment (VRA). The VRA provides companies with a way to evaluate the impact a virtual infrastructure will have on its data center, according to the company. Dell reckoned that the service indicates the potential financial savings of a virtual infrastructure and explains how a virtualized environment could improve server management, maximize uptime and streamline deployment, and enable a company to simplify and scale operations to meet present and future demands. Dell's partners in the initiative include VMware, Microsoft, Red Hat, and Novell/SuSE. Dell said it provides a number of other virtualisation services including 'health checks', infrastructure and migration workshops, as well as design and implementation services that include proof of concept testing prior to deployment. The aim, said Dell is to provide a single source for a tested and vendor-validated virtualized solution. The Texas company said its services division aims to provide an end-to end virtualisation solution that simplifies IT and helps its customers design, configure, test, migrate, and maintain their systems, as well as reap the benefits of virtualisation. Dell quoted four reference sites for its services. The first is Deelgemeente Ijsselmonde, a local authority in Rotterdam, the Netherlands. The system Dell helped set up helps to deliver key community services to its surrounding population, via a consolidated server environment. The second reference site, said Dell, is Belgian consultancy ARCADIS which has implemented a SAN with a virtualized system that makes disaster recovery simpler and represents a step towards an efficient disaster recovery plan. Third, AZ Vesalius, a hospital in Belgium, is using a virtual server infrastructure to improve scalability to support the hospital's growth, according to Dell. And lastly, when the Marienhaus Klinikum Hospital in Germany needed a dependable IT Infrastructure for its 24/7 medical services, incorporating a back-up strategy for business continuity, it did so with the help of Dell's virtualisation services. "Increasingly, companies are looking for ways to make themselves more agile and competitive as well as create the most efficient IT infrastructure within the organization," said Dell's infrastructure consulting director Francois Argouges. "By managing and scaling resources as needed, organizations can continually refresh their IT infrastructure to support their dynamic business needs. Dell is committed to working with its customers and partners in order to deliver the most enhanced virtualisation solution on the market, backed up by industry leading support and services." The company also announced that it'll be unveiling a Vista migration service in autumn 2007.