Dell Puts Partners on the Fast Track

Dell is replacing its more than 10 commercial support offerings with two customizable packages to serve both partners and users.

The new support structure gives channel partners and experienced IT customers something they’ve been asking for: a fast track past the scripted level one phone support to people who can really help with problems.

The two new programs are ProSupport for IT and ProSupport for End-Users. Pro-Support for IT requires certification, but offers benefits like Fast-Track Dispatch so partners and customers can quickly get parts sent out to them or Dell technicians sent on-site without first having to go through scripted level one support to be qualified to receive such services.

"The bulk of our channel partners rely on Dell for traditional break/fix work on hardware, said Steve Meyer, vice president of global services at the PC maker, based in Round Rock, Texas. "We have done a lot of work to focus and refocus support services around the type of customer to enable us to be a better IT company for our customers."

That means generally Dell will be providing front-line break/fix type work and relying on partners to work on more "consultative" types of issues around databases, heating and cooling and virtualization, according to Greg Davis, Dell’s channel chief.

In addition to the ProSupport for IT offering, Dell also announced ProSupport for End-Users, aimed at smaller businesses. This support option offers self help tools such as how-to software and collaborative support for common applications including Microsoft Windows Small Business Server, Intuit QuickBooks and wireless access configuration, according to Dell. Customers can also get direct access to support personnel via the Dell Expert Center.

ProSupport is available immediately to Dell registered partners and commercial customers.