Dell ProSupport – Server, Storage & Infrastructure Support

Dell ProSupport is Dell’s technical support service for enterprise infrastructure, helping organisations resolve production incidents across supported servers, storage and networking platforms. It provides 24×7 technical assistance, remote diagnostics and a direct manufacturer escalation path to speed fault isolation and repair when covered systems develop a problem.

Dell ProSupport – Server, Storage & Infrastructure Support
Starting from: £399 Ex. VAT
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SKU SCC-SUP-DELL-PS Categories , Brand:
View all models in this series: Vendor Support & Lifecycle Services

Dell ProSupport Overview

When a production Dell system fails, teams need fast manufacturer escalation, accurate diagnosis and a clear repair path to keep critical services moving.

Dell ProSupport for enterprise infrastructure

Dell ProSupport is Dell Technologies’ technical support service for eligible enterprise infrastructure, including Dell servers, storage and networking platforms. It supports production incidents across covered PowerEdge systems and other Dell estates, with a direct route to Dell engineers when internal teams need vendor-level help.

How it works in practice

For a confirmed hardware fault, Dell support can remote into the incident, isolate the component and coordinate parts dispatch or onsite repair where the entitlement includes it. For storage and converged environments, the same escalation path helps distinguish controller, disk, firmware and connectivity issues from broader configuration or compatibility problems. Where SupportAssist is enabled, supported telemetry can add diagnostic context and reduce manual evidence collection before a case advances.

Operational outcome

This gives infrastructure owners a more predictable break-fix process and a single support model across mixed Dell platforms. 24×7 access, remote diagnostics and onsite service options help shorten triage and support faster recovery when downtime is most expensive.

If you are reviewing Dell ProSupport for your Dell environment, our team can help you assess fit, coverage and service levels.

Dell ProSupport Key Features​

Dell ProSupport provides enterprise technical support for Dell servers, storage and networking, giving IT teams a direct escalation path for production incidents, hardware faults and coordinated remediation.

Accelerate Dell Incident Recovery

24×7 Technical Escalation
Dell technical support is available around the clock for eligible enterprise services, helping organisations address urgent production incidents without waiting for the next business day.

Hardware Fault Isolation
Dell engineers can diagnose hardware, firmware and supported software interactions to separate component failures from configuration or compatibility issues before replacement work begins.

Repair Coordination and Parts Dispatch
Where covered by the active entitlement, Dell coordinates parts dispatch and onsite repair to support break-fix recovery for production compute and storage environments.

Storage and Server Coverage
The service is designed for Dell infrastructure including servers, storage and networking platforms, supporting mixed estate incident response within a single vendor support model.

Improve Support Operations

SupportAssist Telemetry Collection
Where enabled, SupportAssist can collect supported system telemetry and identify certain hardware conditions automatically, reducing manual evidence gathering before a case is created.

Case Creation with System Context
Automated diagnostic context can reach Dell support engineers earlier in the incident process, helping operations teams move faster from fault detection to investigation.

Standardised Infrastructure Support
The service supports estate support standardisation by giving organisations a manageable way to align renewals and service levels across Dell platforms.

Speak to a Dell Infrastructure Specialist

If hardware faults, storage incidents or urgent escalation requirements are slowing recovery, our team can help match Dell ProSupport coverage to your operating model and response needs.

Dell ProSupport Use Cases

Dell Server Break-Fix

When a PowerEdge or other covered Dell system develops a confirmed hardware fault, Dell ProSupport provides the manufacturer escalation path needed to diagnose the issue remotely, isolate the failed component and coordinate parts replacement or onsite repair where it is included in the entitlement. This keeps server incidents moving from symptom to resolution without internal teams having to manage the fault triage alone.

Storage Incident Support

Storage outages and performance-impacting faults often need specialist product knowledge because the problem may sit across hardware, firmware and supported software layers. ProSupport is well suited to those incidents on Dell storage or converged infrastructure, giving engineers direct access to Dell diagnostics, fault isolation and repair coordination so the right remediation can start before replacement work is approved.

24×7 Manufacturer Escalation

Production incidents do not wait for office hours, which is why organisations with round-the-clock operations need direct Dell technical support at any time of day. ProSupport provides 24×7 access on applicable enterprise services, allowing incidents to be escalated straight to the manufacturer whenever a live system fault threatens service continuity.

SupportAssist Case Automation

Where SupportAssist is enabled, supported telemetry can collect system data and flag certain hardware conditions automatically, reducing the amount of manual evidence the internal IT team must gather before opening a case. That makes ProSupport a strong fit for organisations that want faster case creation and earlier diagnostic context to reach Dell engineers as soon as an issue is detected.

Mission-Critical Onsite Response

For workloads where next-business-day repair would leave too much risk or downtime, ProSupport can support faster onsite response objectives where they are included in the active entitlement. The service combines remote diagnosis with parts dispatch and onsite engineering, giving critical systems a shorter path from fault detection to physical repair.

Estate Support Standardisation

Large Dell estates are easier to run when servers, storage and networking platforms follow a consistent manufacturer support model instead of being covered by mixed contracts and escalation routes. ProSupport standardises that approach across eligible Dell infrastructure, giving IT teams one support workflow for diagnosis, repair coordination and incident escalation across the estate.

Supported Dell ProSupport Environments & Integrations

Dell PowerEdge Server Estates

Dell ProSupport covers eligible PowerEdge and other covered Dell server platforms with 24×7 manufacturer diagnosis, parts dispatch and onsite repair where the entitlement includes it.

Dell Storage & Converged Infrastructure

Dell ProSupport applies to eligible Dell storage and converged systems, giving infrastructure teams specialist escalation when controller, disk, firmware or connectivity faults affect production services.

Dell Networking Platforms

Dell ProSupport supports eligible Dell networking hardware across the enterprise estate, with manufacturer troubleshooting and repair coordination for covered faults.

Production Data Centre Infrastructure

Dell ProSupport for Infrastructure is suited to production data centre estates that need round-the-clock access to Dell engineers for hardware and supported software issues.

Business-Critical Systems with SupportAssist Telemetry

Dell ProSupport and ProSupport Plus for Infrastructure can use SupportAssist telemetry on eligible systems to surface diagnostics and certain failure signals earlier in the support process.

Mixed Dell Enterprise Estates

Dell ProSupport fits organisations standardising support across servers, storage and networking, while ProSupport Plus and Mission Critical options add higher-touch coverage for the most critical systems.

Dell ProSupport Licensing Options

Basic Hardware Support

Basic Hardware Support provides Dell’s standard manufacturer hardware repair route for organisations that mainly need warranty-style break-fix coverage and can handle their own diagnosis.

ProSupport for Infrastructure

ProSupport for Infrastructure adds 24×7 access to Dell technical experts for eligible hardware and supported software, with remote diagnosis, collaborative troubleshooting and selectable onsite response options.

ProSupport Plus for Infrastructure

ProSupport Plus for Infrastructure builds on ProSupport with priority access to specialised engineers, a Service Account Manager, system maintenance assistance and broader third-party software support.

Mission Critical Support

Mission Critical support adds more aggressive restoration handling for eligible systems, including four-hour onsite response with a six-hour hardware repair objective for Severity 1 hardware incidents.

Connected Support and Case Automation

Dell ProSupport may use connected support capabilities such as SupportAssist to collect telemetry, detect certain hardware conditions automatically and accelerate case creation with less manual evidence gathering.

Licence Review & Optimisation

Our team can help assess support tier requirements, production criticality, server, storage and networking coverage, Mission Critical eligibility, connected support use and renewal alignment across mixed Dell estates.

Dell ProSupport Implementation and Support

Support Assessment & Service-Level Planning

We assess how critical your Dell servers, storage and networking platforms are to production, then align the right ProSupport, ProSupport Plus or Mission Critical option to each site, system and recovery target based on downtime tolerance and internal capability.

Manufacturer Support Procurement & Renewal

As an official Dell partner, we can supply and renew the appropriate Dell ProSupport entitlement so eligible assets stay correctly covered with the manufacturer’s direct support route, parts service and service-location terms in place for the required term.

Vendor Support & Escalation Readiness

We help ensure serial numbers, service locations and entitlement details are aligned before an incident, so your team can use the purchased Dell support route for technical diagnosis, remote troubleshooting and hardware fault resolution without delays caused by coverage gaps.

Third-Party Maintenance Options

For eligible hardware, we can also provide a separately contracted third-party maintenance SLA where the need is mainly break-fix, engineering attendance and replacement parts, including older infrastructure, while recognising that this does not replace Dell-only rights such as manufacturer escalation or software and firmware benefits.

Ongoing Coverage & Lifecycle Management

We review Dell support coverage across the estate over time, helping you renew manufacturer entitlement where it still adds value, adjust service levels for changing business criticality, move suitable assets to third-party maintenance, or plan refreshes as systems age.

Commercial Optimisation & Support for Dell ProSupport

Coverage Prioritisation

We help decide which Dell assets justify ProSupport or ProSupport Plus by weighing outage impact, dependency and tolerance for delayed recovery, so production servers, storage and networking can receive stronger cover than lower-risk equipment.

Service-Level Mix

Because Dell support can be varied across the estate, we help mix Basic Hardware Support, ProSupport and ProSupport Plus so critical platforms carry 24×7 expert cover while resilient or secondary systems stay on a less intensive level where that is commercially proportionate.

Resilience & Spares Strategy

Where estates have redundancy, failover or strong internal engineering capacity, we assess whether the value of faster onsite attendance or accelerated parts dispatch is lower than on less resilient systems that cannot absorb a hardware fault.

Manufacturer vs Third-Party Strategy

We compare retaining Dell support with moving suitable older hardware to our separately contracted third-party maintenance SLA, while keeping manufacturer support where Dell-only firmware, software, cloud or lifecycle rights remain important to the operating model.

Renew, Extend or Refresh

For ageing Dell infrastructure, we help choose between renewing manufacturer cover, extending service on supportable assets through third-party maintenance, or refreshing equipment where the business no longer wants to carry the operational risk of older platforms.

Related solutions for Dell ProSupport

The software and technologies listed here support different requirements and are often used together as part of a wider IT stack.

As an official partner to vendors including Cisco, Juniper, HPE and Fortinet, we can help confirm which software or combination provides the capabilities your team needs, while avoiding under- or over-licensing.

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